Frum online store: SO FRUSTRATED!

amother

OP ↓

Sun, Sep 01 2024, 2:43 am

I found a cute weekday outfit marked down from AW 2023 for my kids this upcoming season. Ordered it in 2 sizes for 2 children and then the baby set for my baby to match. I get an email that my order was updated followed by an email that my order shipped. I didn’t even open them, it’s for the winter so whenever it comes it’s just going away in a closet for a while. Well it came on Shabbos and I opened the package MS (tonight). To my surprise, only 2 items came and the 3rd is crossed off on the shipping slip. I check the emails and the ‘order update’ email informs me that one of the items was cancelled.
WHAT IS WRONG WITH COMPANY?!?!
How stupid can you get? It was 3 matching items. Hello! Check with me before you send me a partial order! You obviously have my email and you asked for my phone number before completing the transaction! I don’t want/need it without all the pieces 🤯🤬 Banging head

NechaMom

Sun, Sep 01 2024, 2:47 am

They may have a non frum lady from Guatemala packing the orders who has no clue about the frum matching culture and can't imagine why you should cancel all 3 if they have 2. I hope you can return it.

amother

↑ OP ↓

Sun, Sep 01 2024, 2:49 am

amother Canary wrote:

Honestly while this is frustrating you should have checked the emails and let them know as soon as they updated your order that you didn't want it.

The emails were time marked 1:16pm (order update) and then 2:30 pm (order ship), both 8/29. I’m sorry, that is not a reasonable amount of time to expect a customer to open an email and respond.

amother

↑ OP ↓

Sun, Sep 01 2024, 2:50 am

NechaMom wrote:

They may have a non frum lady from Guatemala packing the orders who has no clue about the frum matching culture and can't imagine why you should cancel all 3 if they have 2. I hope you can return it.

It’s a bricks and mortar store in Brooklyn.

amother

Ruby

Sun, Sep 01 2024, 2:50 am

I agree it’s frustrating but many of these stores say even if some items go out of stock we will still ship the rest of your items. Are you sure they didn’t tell you that before you made the order?

amother

Nutmeg ↓

Sun, Sep 01 2024, 8:05 am

Sorry OP they didn’t do anything wrong. Any regular store would do the same exact thing, sometimes with even less notice. It’s not “common sense” to cancel an order because one of the 3 items are missing. It was on you to open the email, especially titled order update. Who cares about the time stamp? You got the email you just didn’t care to look at it

Also FWIW, even the shipping email doesn’t mean it actually shipped. Usually they create the shipping label and send you the email, but they don’t usually drop off with the shipper until that night or even next day

In your situation im not sure what the extra time would have mattered anyways. It could have been another 3 days, you still wouldn’t have called because you hadn’t looked at the update

tweety1 ↓

Sun, Sep 01 2024, 8:07 am

Rabbit613 wrote:

I had the same thing recently but I saw the email and canceled the other items before it shipped.

I tried doing that and was told "it was already picked up". Problem was that the timing didn't match up. And I proved it with the tracking info I was given. They didn't want to take the items back so I just canceled the cc charge.

amother

Hyssop ↓

Sun, Sep 01 2024, 8:12 am

amother Nutmeg wrote:

Yes they did do something wrong. They should have a better way to manage stock inventory.

(I run a store).

amother

Moonstone ↓

Sun, Sep 01 2024, 8:43 am

They absolutely need a better system.

I ordered from tottini a couple of years ago, all sale items $4-6 a piece and they called me about a missing skirt, to see if I would want the matching top plus the outfit in the other size I had ordered. This should be standard, or as another poster mentioned, you should have an automated option of 'if one size unavailable, please cancel all'.

For someone who goes through the trouble of ordering matching, yes it makes a difference not to have one.

amother

↑ Moonstone ↓

Sun, Sep 01 2024, 8:45 am

amother Nutmeg wrote:

Stores need to know their clientele. It absolutely is common sense if you're a frum company catering to a community that matches their children.

And they make big bucks off of that! Coordinating outfits across genders and sizes, and people don't use hand me downs from sibling to sibling, instead patronizing you to buy matching outfits each year.

amother

↑ Hyssop ↓

Sun, Sep 01 2024, 8:46 am

amother Moonstone wrote:

Yes Tottini customer service is amazing, they also called me. (A skirt that matches was out for one kid, so they called to see if I want a different skirt or if I don’t want those items, and I didn’t want my items, shipping was then under $100 but they still shipped free). Great customer service

amother

NeonGreen

Sun, Sep 01 2024, 8:52 am

I had that with a frum online store. They emailed me they didn’t have an item in stock but they wouldn’t let me cancel the other item. I have never ordered from that website again:)

amother

Rainbow

Sun, Sep 01 2024, 8:59 am

It would be nice if them to contact you, but having worked in shipping (not clothing) I don't think they did anything wrong. They have a system that probably gets the orders out as soon as possible. Every phone call to a customer adds time and eats up manpower.

I once ordered clothing online from a forum company and accidentally ordered double of the same item. I contacted them as soon as I noticed but it was already packed up and shipped. Frustrating, but my mistake

The flip side is less overhead which means less cost to the customer and faster shipping time.

amother

Melon

Sun, Sep 01 2024, 9:03 am

I had this once with a 2 piece outfit - I ordered the top and bottom separates. They emailed only had one. I got in touch with them immediately. They said too late. No one to talk to you. Final sale.

I don’t think it would have mattered had op seen the email right away. And regardless - I don’t think we need to be checking our email 24/7 after making orders.

If an order is modified the person Shelly’s be notified in a fair amount of time before it ships.