Like it or not, e-commerce is going to continue its growth, as more and more of us 'time poor' mothers look for alternatives to spending our precious spare time dragging the children around shopping centres. I personally dislike shopping centres quite a lot, so I have been an on-line shopper for a while now. Some people are reticent about purchasing on-line as they feel there is no replacement for touching and feeling a product. I understand this completely, that's why at Entropy we always make an effort to give you a decent product description and photos. One of the key things on-line shoppers are looking for is good customer service. I want to give you two examples of experiences I have had recently that were at opposite ends of the spectrum.
Young Nugget is four years old and his room is due for a makeover so I went on-line to look at some linen alternatives. I find this the best way to do my research. I found some gorgeous choices, but only one on-line store that had 'in stock' the complete range I was after. I duly placed my order, for a not insignificant amount. Two weeks passed and no delivery, no update, nothing. So I think it is about time I followed this up and send the store an email asking for an update. I get one back telling me that none of the items I wanted were 'in stock' and that my order 'might' get dispatched this week and that normal dispatch times are 7-21 days. Argh!! this is one of my pet dislikes of some e-commerce sites that give the rest of us a bad name. This practice is known as selling on consignment. That is, the store does not actually have the item in stock, and when an order comes through they then place an order with the supplier so they can fill your order. The least that a store can do in this situation is let you know what is happening. So I have shopped at this store twice; for the first time and the last time.
At the other end of the spectrum I have had totally satisfying customer service from www.costumebox.com.au. I am off to a Venetian ball that is a fundraiser for Ronald McDonald House. I needed a Venetian mask for myself and the other half and these are not that easy to come by. So I check online; great pics, looks like items are available; I place my order late on a Sunday night. I get an email back before 8.30 am on Monday morning to let me know the items have been sent. Bouquets to you costumebox and brickbats to the other e-commerce site that shall remain nameless.
At Entropy, everything you see on our website is in our store. If you order by 2pm then we will send your order that day, with a tracking number from Australia Post; so you will always know where your parcel is. Our commitment to you is to always have great customer service, and some fun along the way.
ps: pics of the Venetian ball to come... should be a hoot.
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