Cyber Monday Ethics Question

[sean]

The hypothetical

-Lets say you see a website offering a "cyber monday" discount and they sell stuff that your friend really likes, so you scope out some stuff.

-You know the website is kinda mom&pop and you have purchased from them once before without any issue

-Then you see that they are selling something that you have been waiting to pull the trigger on for about a year, and even though it will end up being more expensive than you could get it elsewhere (and ALMOST breaks even after this discount), you say "what the heck," it is the Holiday season and these folks could use my business - so you buy for your friend and yourself

-They offer free shipping because of the size of your order, but you need it in 3 days so you can give the gifts in person, so you spring for 2day UPS shipping (about $25). Besides, the order was placed in the afternoon on Monday, so you think with two-day shipping, they will have all day Monday, and part of the day Tuesday, to process the order. So your box will show by Thursday.

-Sure enough, you receive an email confirming that your order was shipped on Tuesday, but with no tracking#.

-After no response to the email asking for your tracking number (no biggie - they are mom and pop. I am sure they are slammed right about now), the package shows up a day later than expected (meaning you missed the in-person gift giving opportunity) in a USPS Priority Mail box with the shipping cost (~$10) printed right on it and the invoice inside clearly shows that you paid $25 for 2-day.




In summary, you spent more money than you originally intended for what you thought was a good cause, you missed your chance to see your friend's face when they opened their present (meaning you have to send it to them) AND you paid extra for shipping that you didn't get.

I can see this going a couple of different ways. What do y'all think?

 

[Cigary43]

This is one reason why I don't do "Mom and Pop" places because they literally HOLD your order until they are ready to ship. They don't send a tracking number for that reason alone because S/H is a real PIA for them so they tend to consolidate shipping orders so they can combine everything in one visit. I understand that you were trying to do something nice and help the smaller places with your order but that S/H charge of $25 was a bit steep. I have built relationships with my Vendors and if I needed something like you did...they pretty much will overnight the damn thing because I took the time to buy and purchase through them and they are able to do the very things you mentioned. Relationships are worth it and I have it with about a dozen places ....I've gotten product overnight for $12 and they know keeping my patronage is important. Just my thoughts here. What you went through was something most of us have dealt with...it's a learning curve of doing business with different places.

 

[Robertsndr68]

I wouldn't say anything but if/when you order something from them again mention it and maybe get free shipping next time.

 

[sofc]

you paid for UPS shipping and got USPS. That alone should be enough to warrant a phone call to them.

 

[Fourtotheflush]

I would call and ask for a shipping refund.

1 they didnt provide the service you paid for

2 they didnt ship w\ the company that you paid for expedited services with.

Even if they are mom and pop, they didnt shell out $25 for your parcel. they made a profit on your s&h. I would ask for a full S&H refund seeing as thought you got the free shipping services anyway.

 

[thejavaman]

you paid for UPS shipping and got USPS. That alone should be enough to warrant a phone call to them.

This.

 

[Knickerbocker]

Tell them you expect free shipping on your next order or they lose your business forever. I stopped going to a local deli that I got breakfast at 7 days a week because they price gouged me by $1.25 on a bacon egg and cheese sandwich after hurricane sandy when there was no power.

 

[ATL]

My father was part owner in a small men's clothing store. What set them apart from larger companies and kept people coming back was reliable customer service. if this had happened in his shop you would have received a written apology along with a refund. Then, on your next purchase, there would have been a 15% discount. This is how small stores compete.

 

[Craig Mac]

My father was part owner in a small men's clothing store. What set them apart from larger companies and kept people coming back was reliable customer service. if this had happened in his shop you would have received a written apology along with a refund. Then, on your next purchase, there would have been a 15% discount. This is how small stores compete.

I agree, before you tear down the building I would call them about it. Most M&P's need your business... now it's up to them to decide if they want your business

 

[Monsterdg]

Well said Craig; I would ask them to make good on the shipping charge.

 

[sean]

My father was part owner in a small men's clothing store. What set them apart from larger companies and kept people coming back was reliable customer service. if this had happened in his shop you would have received a written apology along with a refund. Then, on your next purchase, there would have been a 15% discount. This is how small stores compete.

I agree, before you tear down the building I would call them about it. Most M&P's need your business... now it's up to them to decide if they want your business

Kinda what I was thinking. But then again, the native-Californian in me was thinking of moving on and chalking it up to karma... I definitely contributed to the karmic pool, and they are in karmic debt.

 

[StogieNinja]

Moving on does nothing for them. I'd calmly explain your situation to them and see how they respond. It could be a lesson learned for them, or you may get a response that merits never using them again. But you ordered from the B&M because you wanted to support them, and if you say nothing, they may not ever fix it, and they may not know they have a problem. They may assume that based on location, USPS Priority would get there in two days and they could add a little profitability to their year-end, but in reality the holiday rush might slow things down resulting in a three-day delivery time. A quick phone call with your complaint could end up being the most supportive thing you could ever do for them.

 

[D Quintero]

Dude,
id just drop it , i.e. shit happens
25 is a drop in the bucket nowadays...take it as a fee for the learning experience.
do you really want your way by some credit because you feel your were wronged and deserve compensation ??

imho

 

[sean]

Moving on does nothing for them.

Not to be argumentative but hypothetically speaking for the sake of discussing ethics: Why should any wronged customer be motivated to do something for the company in order to help improve the company's business? Some might say that a customer already made that overture when they knowingly chose to pay a little extra for a product they could get from another retailer. So if the invoice the M&P put in the box clearly shows "UPS 2nd Day Air" and the box is clearly marked USPS Priority Mail, this leads me to believe the M&P are either employing bone-heads or are themselves malicious thieves - neither of which I would choose to do business with.

For the record though, I called because I (like the newspaper deliverboy from "Better Off Dead") wanted my two dollars (or in my case, $15).
[YOUTUBE]nP9gSfXgir0[/YOUTUBE]

 

[Skitalets]

Dude,
id just drop it , i.e. shit happens
25 is a drop in the bucket nowadays...take it as a fee for the learning experience.
do you really want your way by some credit because you feel your were wronged and deserve compensation ??

imho

Maybe a dollar doesn't have a lot of value, but $25 appropriated through malice or incompetence does mean something. He paid for a service and they did not deliver--the very least they should do is refund his money.

That said, similar to Craig, I just do not get warm and fuzzy just because a business is a mom and pop. If they take advantage of their small size to deliver better customer service, I'm happy to patronize them. If they screw up in ways a big corporation never would and don't make it right, they don't get my money anymore.

I see no ethical dilemma here at all.

 

[thejavaman]

For the record though, I called because I (like the newspaper deliverboy from "Better Off Dead") wanted my two dollars (or in my case, $15).
[YOUTUBE]nP9gSfXgir0[/YOUTUBE]

Such a great movie & clip!

Did they try to rectify the situation at all?

 

[StocktonJohn]

I'd call them and give them a chance to make it right. If they do you know you've got a stand up retailer that will take care of you in the future. If not, don't use them again.

 

[b.stone]

Moving on does nothing for them.

Not to be argumentative but hypothetically speaking for the sake of discussing ethics: Why should any wronged customer be motivated to do something for the company in order to help improve the company's business? Some might say that a customer already made that overture when they knowingly chose to pay a little extra for a product they could get from another retailer. So if the invoice the M&P put in the box clearly shows "UPS 2nd Day Air" and the box is clearly marked USPS Priority Mail, this leads me to believe the M&P are either employing bone-heads or are themselves malicious thieves - neither of which I would choose to do business with.

For the record though, I called because I (like the newspaper deliverboy from "Better Off Dead") wanted my two dollars (or in my case, $15).
[YOUTUBE]nP9gSfXgir0[/YOUTUBE]

I'm curious. What was their response when you called?

 

[sean]

I had to leave a message, but they called back and said they'll refund the full shipping cost.

So all's good in the hood...