Scan again - why did we trust them ?

Scan have just screwed us over again - correspondence below

FROM SCAN

Re Your cancelled order with us.


Hi there,

We understand your recent order with us was cancelled due to a stock
delay. We just wanted to make contact with you and apologise for any
problems we caused. Your custom is valued and we hope you come back to
us again and give us another chance in the future. Our success over the
last 20 years has been largely thanks to return business from long
standing customers.

Stock problems like this are rare although sometimes an unavoidable
hazard when dealing with such volumes and unpredictable sales demand.
We do try to base our stock levels on estimated turnover but if demand
is higher than expected then stock delays can happen. We're usually
able to restock quickly where needed but in this case it seems there
has been an unexpected issue which prevented us from fulfilling your
order and we apologise for that sincerely. We certainly didn't intend
to cause any inconvenience to you and our aim has always been to ship
your order out on time. We're sorry we let you down on this occasion
and hope your faith in us hasn't been lost.

As a gesture of goodwill in light of the problems you had, we'd like to
offer you a free standard UK carriage if you are able to come back to
us again. To redeem this discount please ring your next order through
to our Sales Dept on 0870-755-4747 (option 2) and quote your invoice
number above.

Thank you for your time in reading this and we hope to welcome you back
to Scan in the future! :)

Best regards,


The Scan Team.

FROM US:

Ok, thank you for your automated message, but let me explain this from
our perspective.

You took and held an order from us for 2 items which you showed as in
stock but didn't actually have. When you didn't pick the items on
Friday we queried the order and were given some cock-and-bull story
about your warehouse picking in to the evening - as a result we didn't
try to source the items elsewhere.

At around 6pm you send us another automated message saying that the
items are suddenly out of stock, leaving us unable to get an order in
anywhere else.

As a result we have had to reschedule a server installation,
inconveniencing our customer and my staff and costing my company money
in overtime and slack time because the parts will not be available
Monday.

You are, as ever, a shower of inconsiderate amateurs who treat your
customers with contempt. I don't want your free shipping - I know you
won't lose any sleep over losing our business, since you clearly
weren't that interested in us as a customer in the first place.

Long standing customers? - don't make me laugh

Simon

.

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