Comments on: Where Did My Dress Go? http://customersrock.net/2007/01/29/where-did-my-dress-go/ FOCUSING ON CUSTOMERS, THEIR EXPERIENCES, AND HOW BUSINESSES CAN MAKE SURE THEIR CUSTOMER EXPERIENCES ROCK! Fri, 10 Feb 2012 00:13:03 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Donna http://customersrock.net/2007/01/29/where-did-my-dress-go/comment-page-1/#comment-1121 Donna Wed, 30 Jan 2008 03:11:25 +0000 http://customersrock.wordpress.com/2007/01/29/where-did-my-dress-go/#comment-1121 I have had the same experiences as Judy...and even further. I purchased two items, received confirmation, had it run through my credit card only to go back to check on my order to discover Coldwater Creek canceled my order with out any explaination...it is hit and miss with their online ordering. I have been told that only their "live" representatives have real time ordering screens to see what inventory is actually available when an order is placed. So, unfortunately internet shoppers have to call in to really find out if they are going to get the item they order. I love Coldwater Creeks merchandise, but who has time for such a stressful mess. I have had the same experiences as Judy…and even further. I purchased two items, received confirmation, had it run through my credit card only to go back to check on my order to discover Coldwater Creek canceled my order with out any explaination…it is hit and miss with their online ordering. I have been told that only their “live”
representatives have real time ordering screens to see what inventory is actually available when an order is placed.
So, unfortunately internet shoppers have to call in to really find out if they are going to get the item they order.
I love Coldwater Creeks merchandise, but who has time for such a stressful mess.

]]> By: Judy http://customersrock.net/2007/01/29/where-did-my-dress-go/comment-page-1/#comment-1122 Judy Wed, 23 Jan 2008 17:29:26 +0000 http://customersrock.wordpress.com/2007/01/29/where-did-my-dress-go/#comment-1122 On January 11, 2008, I order two items on CC's outlet website. These were to be gifts, and needed as soon as they were shipped. I received a confirmation of order, along with a confirmation number. Today, January 23, 2008, I decided it was past time to track my order. Imagine my shock when I typed in my order number, and the status of my order was shown as 'not picked'. I immediately called the toll free number to inquire just what that meant. It actually means that the items were not available and would not be shipped in spite of my confirmation order and confirmation number to the contrary. It appears to me they have absolutely no way of tracking all current and available inventory, and to hell with the customer. I was not contacted in any manner about the sudden unavailabily of these items. I had evidently needlessly provided credit info, shipping, etc. to them. From all appearances, my order was to be shipped the day I ordered. What a sham for a website - and what a terrible waste of my time. I did receive some generic email response from their customer service rep this morning. What a waste of their time. I have done a tremendous amount of shopping at the CC stores in two different states, but I will shop elsewhere. The retail stores and the internet store are one and the same to me. They are both Coldwater Creek. On January 11, 2008, I order two items on CC’s outlet website. These were to be gifts, and needed as soon as they were shipped. I received a confirmation of order, along with a confirmation number. Today, January 23, 2008, I decided it was past time to track my order. Imagine my shock when I typed in my order number, and the status of my order was shown as ‘not picked’. I immediately called the toll free number to inquire just what that meant. It actually means that the items were not available and would not be shipped in spite of my confirmation order and confirmation number to the contrary. It appears to me they have absolutely no way of tracking all current and available inventory, and to hell with the customer. I was not contacted in any manner about the sudden unavailabily of these items. I had evidently needlessly provided credit info,
shipping, etc. to them. From all appearances, my order was to be shipped the day I ordered. What a sham for a website – and what a terrible waste of my time. I did receive some generic email response from their customer service rep this morning. What a waste of their time. I have done a tremendous amount of shopping at the CC stores in two different states, but I will shop elsewhere. The retail stores and the internet store are one and the same to me.
They are both Coldwater Creek.

]]> By: Five Star Monitor http://customersrock.net/2007/01/29/where-did-my-dress-go/comment-page-1/#comment-1120 Five Star Monitor Tue, 25 Dec 2007 00:50:57 +0000 http://customersrock.wordpress.com/2007/01/29/where-did-my-dress-go/#comment-1120 <strong>Five Star Monitor</strong> Your wedding day is one of the most important days of your life. Not only does your wedding day have enormous emotional significance, but it also represents months of planning and preparation - and a significant financial cost. Friends and loved... Five Star Monitor

Your wedding day is one of the most important days of your life. Not only does your wedding day have enormous emotional significance, but it also represents months of planning and preparation – and a significant financial cost. Friends and loved…

]]> By: Becky Carroll http://customersrock.net/2007/01/29/where-did-my-dress-go/comment-page-1/#comment-1119 Becky Carroll Wed, 31 Jan 2007 06:14:48 +0000 http://customersrock.wordpress.com/2007/01/29/where-did-my-dress-go/#comment-1119 Kevin, Thanks for your insight; you certainly have a great perspective given your background! It might explain a little bit of the behavior; however, so many items had run out that I am not sure this was their strategy. Taking items out of a cart is not customer friendly. Thanks for the comment. :-) Kevin,

Thanks for your insight; you certainly have a great perspective given your background! It might explain a little bit of the behavior; however, so many items had run out that I am not sure this was their strategy.

Taking items out of a cart is not customer friendly. Thanks for the comment. :-)

]]> By: Kevin Hillstrom http://customersrock.net/2007/01/29/where-did-my-dress-go/comment-page-1/#comment-1118 Kevin Hillstrom Wed, 31 Jan 2007 06:01:21 +0000 http://customersrock.wordpress.com/2007/01/29/where-did-my-dress-go/#comment-1118 Some online retailers leave items posted online if they plan on running those items next year. If they run out after selling 10,000 units, they leave the item online, so they can count how many people might have purchased it (maybe 15,000, as an example). Armed with that information, they know how many units to purchase next year. Online retailers tend to not do this. Retailers with a catalog heritage sometimes do this. It does not make for a good short-term customer experience --- the retailer hopes it will help serve future customers. Some online retailers leave items posted online if they plan on running those items next year. If they run out after selling 10,000 units, they leave the item online, so they can count how many people might have purchased it (maybe 15,000, as an example). Armed with that information, they know how many units to purchase next year.

Online retailers tend to not do this. Retailers with a catalog heritage sometimes do this.

It does not make for a good short-term customer experience — the retailer hopes it will help serve future customers.

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