Should I name and shame?

bairn7

At the start of the week (monday - late pm), I made my first online purchase from a company. Their delivery terms specifically state that they used Hermes. This made me nervous due to previous bad experiences so, as I hadn't received a confirmation of dispatch yet, I emailed them an hour ago to ask for a tracking number because I'm nervous about Hermes. I have just received this response...

"Hi [bairn7]

You placed the order just before 5pm on the bank holiday Monday and so it was shipped on the next working day, Tuesday the 26th. It has only been two days since then and the parcel has to be shipped over 400 miles to your home address. I'd expect it to take a little while longer."

I don't know if there is some humour in there that is lost in translation but I took this as a pretty snotty email. Thoughts?

tomtontom

Difficult to know if it is snotty without knowing exactly what you wrote. I don't see any problem with what they have written, unless they state they'll provide you with a tracking reference or that the item will be with you within two days then you are jumping the gun a tad.

By all means name, but what you want to "shame" them for I don't know.

daytona0

1. Tracking number likely doesn't exist because not all parcels are sent via a tracked method

2. The email sums it up pretty well. It just has a bit of 'personality' in it. It is subtly telling you to just chill out and wait a reasonable amount of time.

I do empathise with you in relation to hermes, but until a reasonable time has passed you need to give people the benefit of the doubt.

Oh, and kudos to the agent who emailed you back. Firstly, their response was prompt. Secondly, they seem to dispatch items really quick. Thirdly, by saying you are 400 miles away they have personalised the email for you. Fourthly, all of the relevant information is there. Fifthly, you got a human response!

bairn7

My message to them was through their website so I don't have the exact message I sent, but (as best I can remember, almost word for word) it was...

"Hi

I ordered a [product] from you on 25 November. I haven't had any confirmation of dispatch since then, although I understand that you give 2-5 working days for delivery via Hermes.

I've had a bad experience with Hermes in the past and I was wondering if you could provide me with a tracking number so that I can follow the progress and know when it has been delivered (or left somewhere!).

Thanks"

I should add that, in addition to their response above, they did give me a tracking number.

I just thought the response was a bit cheeky that's all!

Thanks

Sooler

You got a reply in an hour.
You got the tracking number you asked for.
Confirmation of dispatch.
They gave explanation for expected transit time.

What's to complain about?

foxtrotoscar_2

Neither snotty or a cheeky reply.

bairn7

Thanks all, I obviously read the email wrong. Happy to stand corrected

Here's hoping for a smoothe Hermes delivery

geerex

That's the problem with texts and emails - it's difficult to convey emotion.

soolin

bairn7 wrote: »

Thanks all, I obviously read the email wrong. Happy to stand corrected

Here's hoping for a smoothe Hermes delivery

I am concerned that anyone should read that as anything other than a pleasant response, it is not unlike a response I would send in the same circumstances when I think I am being very polite . I may have to look to reword my automatic response to buyers who query items so quickly.

However, I do upload tracking in paypal, although many buyers claim not to notice that, so perhaps that makes a difference.

bod1467

November? You ordered in November and have only just posted about it now? Has it arrived yet?

Azari

soolin wrote: »

I am concerned that anyone should read that as anything other than a pleasant response ...

I think the problem lies in the '400 miles'.

Although that might be an attempt to personalise the message, for most couriers, distance within the UK is not an issue (unless you are in the highlands and islands), so it could seem both patronising and irrelevant - even though that was not the intent.