The Camping Forum

[CrazyCamper]

Still interesting reading - thank you for your retailer input David - I do appreciate what you're saying about the difficulties in the ordering system. There will be no easy or straighforward answer that will please everybody, and as you say - communication is a key player in all this.....

The other issue with distance selling that rears it's ugly head from time to time is the regulations. Whether an individual buyer / seller or some retailers who should no better - there are cases where the regulations are poorly or incorrectly interpreted by either side. The regs are published for anyone to read: http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Situationsthatcanchangeyourconsumerrights/DG_183048 but are sometimes forgotten?

[OutdoorWorldDirect]

Yes that is a good point as only the merchant can cancel the payment, so from the customers point of view, it could take longer as when you cancel the funds it takes a few days to unfreeze them than if they just had a straight refund.

I think it is more of a goodwill thing, that the money is not removed until it's packed etc.

David

[Wayne]

I thought I would add that my daughters had picked new Gelert Toiletry bags. They didn't turn up after a week and I contacted the seller, who returned my email within an hour and asked me to wait 14 days to be certain. After 14 days I contacted them by email again (Bank Holiday Monday) I got an email 9.30am Tuesday morning confirming they would send new out and they were on the doorstep today. That was good service and very good customer service

[pitkin2020]

who was that with Wayne (retailer)??

[Wayne]

who was that with Wayne (retailer)??

It was a Ebay powerseller called OutdoorValue

I ordered 2 Gelert East Of Edan Washbags and I'm quite pleased with them

[pitkin2020]

ideal, added that one to favourite sellers

[rexgrant]

[quote="pitkin2020"]Pete that sort of system you mention is already in existence but its not cheap, and I when I say not cheap its really not cheap. For a shop already set up it could mean a complete overhaul of their EPOS systems, servers, internet connections and computer systems, you could be looking at something that with low internet sales could take an age to repay back, which by the time its been repaid a new system which is better and more efficient will be on the market, so it all starts again.

Even these systems aren't 100% and can't take into account human area, the system may say there are 40 gas cookers in stock but you only need one human to drop the pallet off the forklift and wipe the stock out.

Customers have to take some responsibility aswell, I sell online and too many people either use a fake phone number or dead email address (probably to avoid spam, which I never send out anyway) so when there is a problem they complain you haven't got in touch, when in reality you can't, you have to wait for them to call/email you asking where their order is. That example is a minority of course but still happens.

Communication is key, if you can get in touch with customers with any problems as soon as possible its not so bad and most people don't mind waiting for stock to arrive for a couple of days, or if they really need it they will go else where but be grateful they haven't been kept hanging on.[/
/////???????
Rex.

[rexgrant]

My bad, I agree they should inform within 1 working day if they don't have your item in stock and issue a refund if you don't wish to wait. A refund can take a few days though for it to process back into an account.

I also noticed you mentioned about "WE now have to phone the company to find out if they have the goods that is if you can find a phone number " my advice is that if the website doesn't have an address and telephone number clearly listed on their website then don't buy from them. Its against the law not to list contact details including an address on business websites.

Hi pitkin
When you buy on EBay were a large percent of distant selling is done the only contact is with email through EBay
Buy the time you realize there is a problem and get a reply and an excuse (usually that it as gone missing in the post ) over a week as past and you have been let down.
As it was previously mentioned it is a very good policy of good traders not to put the payment through until the goods are dispatched This way a customer on a budget will be able to cancel and buy elsewhere if the product is out of stock .But regardless of what is done when you order goods that are usually required urgently and it guarantees next day delivery and then you are informed that they are out of stock and they have banked your money the customer as been badly let down. A retailer even on a basic site as to go through is orders daily and stop payments for order he can not fulfill from stock. We often here these days of family campers who are struggling with their finances so why should a retailer hold their money for goods they are forced to wait for, because they have been advertised for sale but they have not got them in stock.And let us face it they can not assure the customer of a date for the goods to be sent as it is not in the control of the retailer,but their supplier. And the distant selling regulations state clearly that the customer can specify a date they want the goods delivered.
Regards
Rex

[pitkin2020]

LOL, maybe its best to just plan a day trip out to your local store and get everything at once.

Personally i'm happy to pay for my goods up front and resolve any problem as they arise. I'm also not paying extra because the retailer is having to pay an extra member of staff to process payments, probably also paying extra merchant charges for holding and the possibility of delivery being delayed because the bank is deciding not to process the payment now.

Also consumers can non not specify an exact date they wish to receive the goods, not sure if you have just mis written that or if you don't have a full understanding of the distance selling regulations. Consumers can specify a timely resolution should an issue occur, they are also within their right to cancel an order before it has been processed without penalty.