CoTD Stock and Shipping Lies

AntMan76 on 04/10/2010 - 21:23

Just wanted to share my recent experience with Catch Of The Day, particularly regarding deliveries and stock.

As a customer of COTD for 18 months I have generally been treated well by COTD with deliveries and enquiries. On 13 September I bought the Iomega iConnect. I acknowledge their listing said "Please Note: Due to very high expected demand, please allow an extra 6 business days for order processing - its going to be a big one!"

I thought "fair enough, if they have lots then it takes time to ship them."

Late on 23 September, I noticed the processing hadn't changed so asked them just how many did they have because the listing sat in "almost gone" for a long time, and the status of my order still hadn't changed. The response said the 'almost gone' is different depending on the stock. He also said that "we did state at the time of sale that delays are to be expected due to high demand." - Ok I guess they must have "ALOT" as stated in the email. I'm patient. I can wait.

After no change to the status after another week (now 30 September) I contacted again asking about the order (and also mentioned that orders for the #1 Party sale were already shipping). There was an apology for the delay but the high demand thing was again mentioned. Then there was this in the email - "I have just checked with our warehouse and it appears the Iomega orders will be sent out this week." - Sweet, I thought. Not long now.

Today I get an email with the following statement "I've just spoken to our warehouse staff who have confirmed there has been a delay with stock arriving to our depot… Thank you so much for your patience and understanding". I had patience and understanding last week mate.

So all this time COTD have basically been lying to me (and others I am sure) and have hidden the fact that the delay is probably not so much to do with "huge demand" but rather they didn't even have the stock in their possession in the first place!! I particularly love how they got in touch with the warehouse and were shipping the items last week (this was a 4pm Thursday response, with them clearly knowing they had none in their possession, and weren't getting orders sent within the space of 24 hours). And why sell the damn things if you don't even have them yet??? What's wrong with waiting till your stock orders are fulfilled before listing the item for sale?

QQQ I did try to get in touch via the contact link but you aren't currently accepting emails.

Long time customer noticing a big decline in quality of customer service. Quite disappointed.

General Discussion

Comments

  • cwongtech on 04/10/2010 - 21:46

    They're batch ordering (bulk = cheaper) then making money after postage.

  • QQQ - CatchOfTheDay on 04/10/2010 - 23:20

    Antman - what contact link?

    I'll give you a ring tomorrow if you are available.

    If not email me an alternative time.

    QQQ/anees

    • AntMan76 on 05/10/2010 - 00:21

      I tried to use the 'contact member' link in ozbargain. I'm not sure how else to get in touch, other than the link via the COTD website which I expect just creates a ticket and goes to a service crew member.

      Try me tomorrow. Better chance of getting me in the arvo. Cheers.

      • QQQ - CatchOfTheDay on 05/10/2010 - 12:48

        My e-mail is qqq@catch pretty sure we've been in touch before

        Customer service supervisor tried to give you a ring, didn't get through, will be trying again later today

        • zhenjie on 05/10/2010 - 13:33

          Hey QQQ, I sent you an email a few days ago, regarding another matter. Did you receive it? Would like to talk to somebody at Scoopon urgently. don't worry its not a complaint :)

    • pauly on 05/10/2010 - 00:32

      QQQ, I think AntMan79 meant this contact link.

      You can change your contact preference to accept emails from our members via your preference page. Just check on 'Personal contact form' and save if you wish to accept queries from our members.

  • ozhunter on 05/10/2010 - 00:09
    +1

    This was posted by m0tyrider yesterday on another thread.

    http://ayvah.livejournal.com/226435.html

  • StewBalls on 05/10/2010 - 02:10

    Long time customer noticing a big decline in quality of customer service. Quite disappointed.

    +1
    Sadly, I've just given up on them! I simply no longer consider COTD when I'm looking to make a purchase! I'm not angry, I've just moved on! ;)

  • Cripto on 05/10/2010 - 04:47

    You guys need to check this out:
    http://www.smartcompany.com.au/Growth-Resources/Innovation/C… (24 February, 2009)
    http://thenextweb.com/au/2010/09/17/an-interview-with-catch-… (17 September, 2010)

    it'll kindof give you an idea of how it all works :) nothing against cotd, they have been good to me. just so everyone's on the same page.

    oh yeah this video is pretty cool too- not particularly relevant but check it out anyway:
    http://www.youtube.com/watch?v=F9qZ8qMu-dc (12 May, 2009)

  • Looch on 06/10/2010 - 15:02

    I have been waiting for this product to be processed since September 13 as well. They specifically stated that there would be a delay in processing and to allow an extra 6 business days.

    The fact that they admit that they dont have the stock lead me to file a dispute via PayPal.

  • AntMan76 on 12/10/2010 - 14:31

    So the real reason for the delay? COTD only received 60% of their stock allocation and then they had to push the supplier to get more, but it also seems that even the 60% were on order, not actually in stock, at the time of sale. That's how I read the email update I received anyway. COTD got the remaining stock last week and my shipping notice says it left yesterday. I know Aus post tracking details are not always up to date so I'm not surprised that it only shows as Manifest Received.

    Despite the problems I have had trying to get some answers with this, waiting so long, and expressing a dissatisfaction at the way it was handled, they didn't even offer to express post it or anything. Item was dispatched 4 weeks after placing the order.

    QQQ, I know you tried to call me once, but my 2 emails have gone unanswered, along with my reply to Karl (your customer service person). At this stage I don't think any more can be done about it anyway.

    • Looch on 13/10/2010 - 14:50
      +2

      I think it's more likely that the Aust Posts tracking site is up to date and its COTD who have jumped the gun with updating the status of the orders. Hey why not, try and blame further delays on Australia Post.

      Their so called compensation of providing a $7 credit isnt going to intice me to trust them again. I understand things can go wrong with these type of things but their lack of disclosure and the misrepresentation from COTD really makes it difficult for me to trust them again.

      • AntMan76 on 15/10/2010 - 18:30
        +3

        You know what, I think you are right. Since Monday it hasn't changed from Manifest received/accepted. 4 business days to a metro area and it still hasn't arrived. Biggest load of shit. My item didn't get dispatched on Monday at all. Clearly. I should probably be thankful that the tracking number is actually registering.

        QQQ what happened to you guys? Once upon a time you made an effort to look after your customers. Now all I see is attempts to be "the biggest". Biggest doesn't mean best mate. This experience has been a big f*ck up.

        • cwongtech on 19/10/2010 - 20:51

          I read somewhere QQQ got temp banned on the ue700 thread.
          Auspost takes 2-3 days to deliver a letter locally, should be the same with parcels

          • pauly on 19/10/2010 - 22:07
            +1

            @cwongtech: QQQ is not banned and should still be able to reply to comments. Only the store URL is temporarily banned.

            • AntMan76 on 19/10/2010 - 22:09
              +2

              @pauly: Too busy organising tv appearances instead of satisfying existing customers perhaps.

    • [Deactivated] on 20/10/2010 - 17:58

      I dont think thats a fair call antman. COTD have done right by me as a customer. You probably just took the opportunity for a 'zing'.

      I bought an item, and then realised I actually didnt require it. not a cheap gadget, actually a $550 netbook. It was entirely my fault, and my own responsibility for my error. They were nice enough to credit back the amount to my account within 2 business days and cancel the order with only one email being sent. They saved me a lot of time, money, and worries. I cant remember the last time I had better customer experience.

      This was only twoish weeks ago too.

      • AntMan76 on 22/10/2010 - 13:48

        Yeah they have fixed order issues for me before too, and my experience (generally) has been great. I defend them where I think people are being totally unreasonable.

        But this wasn't a case of an oversight, it was initial miscommunication about the supply issues, and then lies being told about the cause of the delays. These aren't the same thing, and lying about the supply of the orders is something they chose to do.

        I chose to go through this site as QQQ is very helpful, but as he had his direct contact via OzB turned off I decided to post in the forum.

        COTD and QQQ should be using this as a lesson in how not to conduct themselves. It is a good way to lose long time customers all too easily. Constructive feedback is vital to improving their service.

  • infernal_max on 20/10/2010 - 02:23

    lol, i live about 10km from cotd warehouse and waited almost 3 weeks for my package, worst thing was the damn postman came at around 8:30am when our mail comes at 1pm, i was like dude wtf? (i dont work 9-5pm and was sleeping)

    • Davo1111 on 23/12/2010 - 22:42

      Its frustrating, however when they need to be signed for, they uses a larger truck for package delivery - they run on a different timetable. You were probably first on the list that day.

      not cotd's fault tbh

      • ZaFrOoNaLdO on 28/12/2010 - 11:04

        Even worse for me, my parcels that needed to be signed usually comes at 7.30am!

        • illusionarybreeze on 28/12/2010 - 22:35

          Same here. And the stupid thing is, they try to rattle the metal fly-net filigree door half the time. Makes me wonder why we installed a door bell in the first place. Sometimes, I don't hear anything (even when I'm awake) and they leave a card in the mail box.

          Even more ridiculous is when they don't knock or anything and decide to "hide" the package behind the columns near my front door. I've caught them twice doing this, and I know because my room overlooks the front entrance to my house.

        • scotty on 28/12/2010 - 22:37

          Ha. I would much prefer them to come consistently at 7:30am then in the afternoon, so I can have my new toys delivered & signed before going to work (instead of waiting for the delivery at home).

  • EnALup on 20/10/2010 - 08:18

    I dont know, if my complaint for COTD suits here or not. but I also want to say few words in regards to COTD.
    http://www.ozbargain.com.au/node/29758
    Based on this bargain for Toshiba 8" LED Backlit Digital Media Frame. I bought the Toshiba Digital media frame and despite of being dispatched from Australia ( they say it), it took 2 around weeks to receive the item.
    When I received it, it was a normal LCD screen. When complaint, they refused to accept , they did any thing wrong.
    I wanted to put them to fair trading, for selling the item with wrong specs. It was mentioned LED panel. See the picture in the listing, it was saying LED backlit. When I asked my money back, they said, I will be charged restocking fees for change of mind. WTF. Ahhh, I thought, why I bought an item from them. I hope many would have been disappointed.

    I got busy with my personal things, and had to drop the dispute. Paypal was also not convincing thing to deal outside ebay.

    • dy4me on 20/10/2010 - 09:30

      what stopped you from reporting them to the department of fair trading.trust me false advertising will not be accepted by the department of fair trading. you have a right to a refund.

    • anthony on 22/10/2010 - 16:30

      An LED backlit screen is still an LCD screen.

      LED is the type of light used to illuminate the screen, not the type of screen.

      The frame is an LED screen which is illuminated by LED

  • lynne on 23/12/2010 - 01:53

    Ok I am new to this forum but I bought a router from COTD, a router arrived yesterday but not the one I paid for. I asked for a replacement on the one I ordered and was told they would refund me. I have to pay for registered post to send it back and they foot the bill for the return. I want a replacement not a refund. I paid and have waited at least 2 weeks and because the "packers" made a mistake I have to go without? Surely this is not legal? Where is the one I paid for>?

    • Davo1111 on 23/12/2010 - 22:40

      Consumers and traders may negotiate other solutions such as a repair or replacement but under these circumstances a consumer has a legal right to cancel a contract (rescind) and receive a refund if there is a breach of that contract.

      Sorry dude, its a refund only. Thats what the law says. I'd be happy with that tbh, alot of us fight to the death for a refund. When i was in the CTTT, they accept a replacement as a suitable solution.

      http://www.fairtrading.nsw.gov.au/Consumers/Refunds_and_warr…

    • illusionarybreeze on 28/12/2010 - 22:39

      Be glad that they're footing the bill for postage, even though it's totally their fault. Some companies you have to argue with before they accept responsibility.

  • mangew on 23/12/2010 - 22:32

    I know this may not be relating to the OP but I only found out today after opening a COTD box only to find out they send me the wrong item! This was suppose to be a Xmas gift for my daughter!

    Am awaiting a reply from COTD…
    /end of rant

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