Actually with this Lee Valley order I got the print "Receipt" button on the
receipt/confirmation number page after clicking the place order button.
I have to ask, would you think the order was accepted after all of that?
Seriously, What more conformation should I have been looking for?
Anyway I described the steps I went through and they confirmed that after I
got to the print receipt page with the confirmation number there were no
more steps/clicks to be made, the transaction was complete.
Computers are not infallible, the first two reps at LV don't seem to
realize this. I simply wanted them to help me out since I chose them over
Amazon because of their reputation and my past experiences. I allowed
extra lead time as shipping from Canada to Texas is a few days slower than
ordering from Amazon.
Then he would not have gotten a confirmation, since the time out would
have removed his session info stored on the webserver. Hence they would
have lost the info on him...
So they would not have sent him the confirmation... So that is a normal
Well shipping is another matter, LV has no control after the carrier takes
possession of the shipment.
I certainly would not expect LV to cover the shippers mistake. But if LV
takes my order and does nothing with it for 5 days and when I follow up on
the order they know nothing of it and indicate that the receipt and
confirmation number that they issued was never generated, I would expect
them to step up and right the wrong.
NO BIG DEAL FOR ME. I reordered from Amazon at almost exactly the same
price and it should arrive much sooner than replacing the order with LV.
I did not get upset with any one with LV. I simply asked if they could get
the order to me within the same time constraints of the original order with
out it costing me more money. This order in fact is going to be sold to my
customer at my cost and I have already quoted a price. I am not about to
change her price because LV screwed up, that makes me look bad. Fortunately
I plan for situations like these and had plan B in place. FWIW I don't
normally sell at cost but this was an add on to a piece that I am building
Why have I vented here? I certainly am not advocating that anyone take
their business elsewhere. I am only telling about my last experience and it
would be prudent on a time sensitive order to follow up ASAP whether you
get a receipt and confirmation number on the order or not. Apparently that
bit of information give by LV is not a certainty that they will ship your
If I were Robin Lee I would most certainly want to know why my customers
are being issued receipts and order confirmation orders and my employees
blaming my customers for not doing something right instead of looking into
what is going wrong with the billing system.
I am one of those that would say that does not sound like LV either.
I had ordered 3
The person was courteous but not helpful in solving the problem with out
it costing me more money for faster delivery. The email rubber stamp
response kinda got my attention. Obviously rubber stamped since it did
not acknowledge that I mentioned that I had a receipt and confirmation
How did you cancel an order they had no record of.
If you had a reciept and conf they should have accepted that forwarded
and done right.
If they didn't shame on them... another good company gone bad...
The rep began the order process over again while I was talking to him.
I canceled this particular order after learning that my shipping charges
were going to more than triple to get the order in about the same time
frame as the original order.
That was my expectation, I sent them a copy of the receipt after they in
so many words indicated that maybe I had no such receipt.
I don't think it is another company gone bad, I think they should have
gone further to see what was wrong with their system loosing the order
instead of saying that I took too long to accept the details of the
order. I got a freaking receipt and order number. I think I pushed the
buttons fast enough. ;~)
Here's a case of a low-level clerk with little or no understanding of the value of customer satisfaction. When I come up against this kind of stuff, I always ask to speak to the supervisor. I usually get a satisfactory resolution.
On Tuesday, August 6, 2013 10:44:27 AM UTC-5, Leon wrote:
You are probably right but FWIW I followed up with an e-mail and this is
the response that I got and my response
From: Leon Bridges [mailto: firstname.lastname@example.org]
Sent: Tuesday, August 06, 2013 11:56 AM
To: Lee Valley Service
Subject: Customer Web Site Inquiry
Not happy with my latest on-line order that has been lost before it was
shipped and the solution offered by your rep on the telephone.
August 1 I placed an order for 60, 99K3103 magnets. I got a receipt and
order number 28821112. I would be glad to send a copy of the
Following up on the order this morning you have no record of the order.
This was a time sensitive order that needed to be received with in two
weeks at the latest. Typically I have been able to count on this time
frame. Your rep offered to charge me an addition normal upgraded
shipping charge to resubmit and ship the order again.
This is a Lee Valley error, I felt that I should not have to pay extra
for expedited shipping to correct this error. I declined to replace the
On 8/6/2013 11:10 AM, Lee Valley Service wrote:
> Thank you for your e-mail. We checked our system and as the phone
representative stated we did not receive a recent order from you nor
does the order # 28821112 exist in our system.
> Please be aware that when you get to the final payment screen on our
website, this makes a quick connection to our sales system so that your
total can be calculated, and this is when an order number is assigned.
If there is an error with an order placed online, for example: the
credit card and/or expiry date are not entered correctly, a customer
takes too long to place their order when in the Checkout process or
there is any break in the network connection between your system and
ours from that time to when you complete your order and it tries to
transmit through to us, then it may not complete the transmission to us.
The order is then considered incomplete and placed in an error batch
which is automatically deleted from our system. This is what happened
to your order. Our system is set up this way to avoid incomplete orders
from bogging it down.
> Note that when an order is successfully placed online, the customer
will receive an "Order Confirmation" e-mail within minutes after sending
the order to us stating that we have received your order. The customer
will also receive a "Shipping Confirmation" e-mail within 48 hours of
placing the order stating the order has been shipped. If you do not
receive these confirmations, it means we have not received the order.
> Caroline Brisson
> Internet Customer Service Representative
And so far I have responded to the above response with,
Regardless of what you think may have happened, please see attached
confirmation receipt, if this is not good enough to prove that I did
every thing necessary to insure that my order was effectively placed,
your system has a flaw. Once I get a receipt I should not have to wonder
if the order went through or not.
That is a horrible response from LV. It should have been:
"I'm terribly sorry about your experience and will certainly
investigate what happened in our system.
While we obviously did not ship your order in time, I am taking the
liberty of sending you a gift card in the full amount of your order as
some small compensation.
Again, my sincere apologies, and my thanks for bringing this to our
Really Good Customer Service Rep"
Outside of a dog, a book is man's best friend. Inside a dog, it's too dark to
read. - Groucho Marx
Very odd, they have always done good by me, I regularly order on line
for an in store pickup (saves the line ups), always get the
confirmation, then the pickup notice usually arrives shortly after the
store opens, since I often order late at night. Then a ten minute
drive, pick it up at the pickup counter, and a ten minute drive back home.
The system will be down for 10 days for preventive maintenance.
I have always been happy with Lee Valley in fact I send my customers to
their site to pick out hardware for the furniture that I design and
build for them. I let them save by bypassing me and ordering direct
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