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I have been having some issues with Imprintables Warehouse for my heat transfer supplies. Have I just been unlucky? Please let me know how their customer service is and if I should be upset and find a new company?
I am ordering my initial stock of heat transfer supplies. $700 worth of supplies. So I place my order and the items are to arrive in 3 days. On the third day I get worried because my credit card has not been charged? So I call imprintables and they say my card was declined. (It was my credit cards fault. They put a hold because of the large purchase) Imprintables says they called me and my voicemail was full? (Got messages that day from other people though?) I never received any email about the card being declined and the order not being shipped?
So, I call back on Wednesday early morning and re-order the supplies again. They said the order would go out that day and I would receive in 2-3 days. (Count on 3 though) I said not problem, I just need the order by Saturday because the I have a large order for Monday. I got Free UPS Ground for an order over $400. (Great) So I call again today to get my tracking number because of course I have not receive an email confirming my purchase or a tracking number for a $700 order? (I know the order went through this time because my card was charged on Wednesday) So the lady I talk to says Some of the order was shipped on Wednesday and some on Thursday? The she goes on to tell me that UPS does not count Saturday and a delivery day even though they deliver. So my shippment is scheduled to arrive on Monday? I was never told this when I placed the order or else I would have paid for shipping to make certain the order would arrive on Saturday.
Now I am out a $800 Bag and shirt order because the client needed the bags and shirts Monday morning.
Should I be upset over this? Please let me know what you think? I am pissed! I lost out on a $800 order!!!!
Re: Imprintable Warehouse Suppies Issues? Please Help
You chose the slowest shiping method possible despite having an urgent deadline.
You waited 3 days to begin wondering where your order was.
Why chose a vendor that is a 3-day ground shipping away. Are there local vendors n your state? BestBlanks is in FL aren't they?
It sounds like there was some failure to communicate about the initial cc decline, but you could have been more proactive.
Re: Imprintable Warehouse Suppies Issues? Please Help
Quote:
Originally Posted by jiarby
You chose the slowest shiping method possible despite having an urgent deadline.
You waited 3 days to begin wondering where your order was.
Why chose a vendor that is a 3-day ground shipping away. Are there local vendors n your state? BestBlanks is in FL aren't they?
It sounds like there was some failure to communicate about the initial cc decline, but you could have been more proactive.
No, I didn't expect the order until Saturday. That is why I called on Friday to get the tracking number just to check if it was arriving today? I went UPS ground because it was free and the order weighed 30 lbs. However, When I was told it would be here by Saturday, I trusted their knowledge. I am in FLA and them in PA all east coast. That is why they said Saturday at the latest. When you are told it will be their and you have free shipping I think everyone would have selected the same as I did?
Re: Imprintable Warehouse Suppies Issues? Please Help
Saturday delivery is not consider a regular delivery day for UPS Ground. Saturday delivery is a special category and the price goes up much higher if you want delivery on Saturday. This is a standard thing for UPS, not something that is special for Imprintables.
Saying that, you should always plan for things to happen in delivery and add an extra day for delivery for bad weather or the package just getting lost. You also can never count the day the order is made when calculating the time. So if it is a 3-day shipping to you, then it would arrive on Monday (Thursday, Friday, Monday). Not sure why they would tell you it would arrive on Saturday.
You might be able to do a UPS Delivery Intercept and see if they can delivery it on Saturday, but I would not expect Imprintables to pay the additional shipping charges. Slim chance that you could try and pick the package up at the main shipping center for you area if it is there.
The key is to learn from this and make sure that it does not happen in the future. Best wishes in the future.
Re: Imprintable Warehouse Suppies Issues? Please Help
I have never had any trouble with Imprintables. I have to agree with the others - on a tight deadline never rely on standard devilery. 95% of the time I recieve garments from SS the next day with standard delivery. But I bet if I needed it next day then it would take 2 days.
I also charge or "rush orders" I base my turn around time on 10 business days. If they need it sooner then they pay extra and that goes to cover the increased shipping costs.
Re: Imprintable Warehouse Suppies Issues? Please Help
I have never had any issues with imprintables...
I always look for a confirmation email
I have had very large card orders..over 5K and no issues...I would suggest contacting your card company and either get increased credit line or let them know you are purchasing large amounts...failing that..change CC Co
I agree with Chad..if customer wants it in under 10 days after design approval..they pay extra
Re: Imprintable Warehouse Suppies Issues? Please Help
Never had any problems with imprintables and if I did they always took care of it. I think the credit card company shoud have contacted you and let you know what they did.
Re: Imprintable Warehouse Suppies Issues? Please Help
I never expect to get anything from UPS or Fed EX on Saturday...
If you order Thur, then it is Mon/Tue
You gotta leave yourself some margin for error... you didn't and got burned. That stinks.
I don't think there is a problem with the vendor.
Your major gripe should be:
1. If I was declined I should get a call and an email. If that failed you have to find out WHY and fix it. Your fault, their fault... doesn't matter. Just fix it.
2. With the cc card... why were you declined. Raise the limit, get a bigger credit line, pay cash, whatever. Don't get declined anymore. That is on you to ensure you have teh resources to do business.
3. I think you waited too long to inquire about tracking # and wasted 3 days at the very beginning. You could have settle this on TUESDAY and got your stuff on FRI.
Re: Imprintable Warehouse Suppies Issues? Please Help
The only thing I would add to this is that yes you could have been more proactive BUT and it is a big BUT the supplier is there to serve YOU, YOU are the customer. This seems to be missing from a lot of B 2 B transactions, and unfortunately the bigger a business becomes the worse they seem to get.
The timeline was tight but doable, unfortunately when things do go wrong it is on these types of jobs!
If a customer places an order with me and their card is declined for any reason I would contact them then and there, not wait for them to contact me when there order hasn't arrived, thats poor regardless of the $$$ value, as soon as they got the response (usually immediately, they should have picked up the phone and contacted you)
Your bank was doing this to protect you, but again had imprintables called you it would have been fixed the same day and your order would have arrived in plenty of time.
Re: Imprintable Warehouse Suppies Issues? Please Help
Quote:
Originally Posted by cookiesa
The only thing I would add to this is that yes you could have been more proactive BUT and it is a big BUT the supplier is there to serve YOU, YOU are the customer. This seems to be missing from a lot of B 2 B transactions, and unfortunately the bigger a business becomes the worse they seem to get.
The timeline was tight but doable, unfortunately when things do go wrong it is on these types of jobs!
If a customer places an order with me and their card is declined for any reason I would contact them then and there, not wait for them to contact me when there order hasn't arrived, thats poor regardless of the $$$ value, as soon as they got the response (usually immediately, they should have picked up the phone and contacted you)
Your bank was doing this to protect you, but again had imprintables called you it would have been fixed the same day and your order would have arrived in plenty of time.
I agree, Well lesson learned. Nothing I can do about it now. Just need to be more proactive in the future and realize if you want something done right, to follow up everything and check in. I wish you could just order something and leave it up to the company to complete the order the right way. That is how I run my business. Oh well! You live and learn.
Re: Imprintable Warehouse Suppies Issues? Please Help
The only items that get delivered on Saturday are those that get shipped for Saturday delivery. You pay extra for Saturday delivery. For UPS and FedEx, there is a box you check if you want Saturday delivery. If you order something Friday with one day delivery, they will deliver Monday, unless you specify Saturday deliver, because that is an added charge. If I'm close to a deadline, I either call to check on the order that day, or I specify priority shipping.
Most places I order from send order confirmations and then a reciept to your email. I don't think Imprintables does this very well, so it's up to you to follow up.
This is a discussion about Imprintable Warehouse Suppies Issues? Please Help that was posted in the Heat Press and Heat Transfers section of the forums.
Imprintable Warehouse Suppies Issues? Please Help 
