Orders from iboats

[rndn]

I ordered an item for my boat on February 12 and was told the item would ship the same day. Three days later I called iboats to inquire why I had not received a tracking number and was told they would check and call me back within the hour. Three hours later I call back and after being on hold was told the vendor never shipped the product. The product was shipped on February 15 and received today, February 18. I opened the box and found the free item that was advertised was not in the box. I called iboats again and they stated they would send the product right away. Has anyone else had customer service issues when ordering from iboats or just me? I know they have this great forum, but if their advertising states one thing and you get something else, it's bad customer service. The people I speak with are very professional and offer whatever to make this right, but I would just prefer to get what I order on time all items included the first time.

 

[erikgreen]

Re: Orders from iboats

Well, keep in mind that orders are generally fulfilled by humans, and humans make mistakes. If you've never had a problem with merchandise ordered from other places before, keep in mind you may have just been lucky.

When you say "item not as advertised" do you mean you were sent a completely different item? Or did you misunderstand the advertising?

Personally I'd say good customer service lies not just in getting it right the first time, but also in making any mistakes right as quickly as you can. It sounds like they're trying hard to make you happy.

If they were slow in getting back to you, or ignoring you, then I'd agree they're not doing well.

Erik

 

[tashasdaddy]

Re: Orders from iboats

this is an extremely rare case, what was the item you ordered, and the item that was not there. some items are shipped from different places, it may not have been iboats fault, but the shipper, still iboats fault, i know.

 

[rndn]

Re: Orders from iboats

I ordered a Turning point prop with hub kit. The item as advertised was supposed to include a $5.59 tube of CRC prop grease. I agree that good customer service also deals with how well they correct mistakes, but the mistakes should not happen in the first place.
I ran a 10 million dollar annual sales manufacturing business for several years. All of my direct labor employees were legally blind. We shipped between 400 to 500 orders each and every day along with manufacturing each item we shipped. All orders were picked by blind employees, packed by blind employees, and shipped by blind employees. Over the last 5 years we achieved 100% on time with zero defects across all of our product lines. This isn't just a pipe dream as I have the documentation to back up my claims. When I started the motto was they didn't have enough time to do it right the first time but they had enough time to do it twice. If a bunch of people with no sight can do it right the first time, I don't think it's too much to ask the sighted world to do the same.

 

[rndn]

Re: Orders from iboats

TD, the item was picked from the warehouse, it just sat there for three days until I called. iboats then let Turning Point know and they shipped it and said oops. iboats never received a tracking number yet they still did not follow up on the order.

 

[tashasdaddy]

Re: Orders from iboats

i suggest you take this up with Bruno. at iboats. sure he would like to know about it. unfortunately, sighted people are not as dedicated to there jobs, as unsighted. you probably had an very low turn over, and absentee #'s. also a low # showing up, hung over ratio.

 

[Don S]

Re: Orders from iboats

Relax rndn. Even I make mistakes on occasion, and one mistake can usually lead to another. Just like in NASCAR. one guy makes just a small mistake, and when it's over they call it "The Big One"
and 15 or more cars are totaled.
Sure it could have been prevented, drive at 30mph in a single line.......... BUT.

Stuff Happens, Move on. They did the best they could to make it right with you.
No body is perfect in their handling of shipped items .............. Well, almost nobody

 

[Texasmark]

Re: Orders from iboats

Let's put things in proper perspective.

My opinion.

The whole purpose of this site and all inclusives is to sell products. Selling products nets money. Money pays bills and makes you a nice living income to have what you want in life. Obviously the guy at the top (forgot his name) knew that and followed through, and it worked.

So, if you can establish a web site with 100,000 participants, you have a "general store" with 100,000 potential customers. Geez, whadddddda deal.

Now that we got through the nitty-gritty, having purchased over $1000 worth of "things" over the last couple of years from this "general marine store", I have found that customer rapport is priority #1, and the rapport has to be positive.

So, when I have had a problem, they went out of their way to make it right.

Nuf said.

Mark

 

[rndn]

Re: Orders from iboats

Instead of jumping to conclusions, you may want to read my post. I asked if this was the norm for iboats or an unusual instance. Never ordering from them in the past, I wanted some input if this happens often or not. If it was an isolated incident, then I would be happy to order from them for all boating needs.
My earlier post did not mean we were perfect. We put steps in place to make sure mistakes were caught prior to shipping out the door.

 

[Scaaty]

Re: Orders from iboats

Life aint perfect...ya got INSTANT response, small potato's my end..not worth the effort...never a prob with IBoats myself..."stuff happens"...called life...