I placed an order on November 30th.
And waited.
Nothing arrived.
I knew it was an international site and it was approaching Christmas so a busy time.
So I waited some more.
Eventually I logged in to the Moleskine site to find order status ‘Being processed’.
On the 11th of December, with the status not having changed, nor having received any communication, I contacted customer support.
They tell me that one of the items is not in stock and can’t be fulfilled, but could be replaced with an alternative, but they can’t now guarantee Christmas delivery.
Umm?
…
A few thoughts spring to mind.
- Why did they let me submit an order for an item that they couldn’t supply, it is their own product, so not unfeasible to be able to know what they can supply, even if there is a delay before stock is available.
- Why did they not contact me to let me know, rather than me having to contact them to find out what was happening.
- When would my order have been fulfilled (given the date it’s reasonable to guess this was a Christmas order) if at all.
- Why when you are effectively giving someone business in the palm of their hand are they so intept as to just throw it away.
I cancelled the whole order and will revert to a shop – I initially avoided this because it will be a central London trip during the Christmas period and will incur ~£10 in travel.
It’s 2017 and people still don’t get the basics of online commerce.
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