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Updated on: 2017-07-13
3/5
Poor on line ordering. Miscommunication within company about my order. Failed to ship as promised. But they came through
"On the morning of 6 July 2017 I attempted to place my first order ever with poolcenter.com. Several times as I attempted to process the order an error message appeared “There was an error committing the order”. I attempted to process the order several more times paying by Paypal, then too the poolcenter.com system would not confirm the order.
Finally I telephoned in to place the order. The sales person explained their on-line order processing system was malfunctioning but he could process the order and have it go out from their facility in Illinois. The order qualified for free UPS Ground shipping, according to UPS they would require three days to deliver from Illinois. I explained (just as I’d entered in the message when attempting to order on line) “send to arrive between 10 July and 13 July. We visit our home Saturday night 8 July and stay for the week. So if you ship from Illinois by FedEx Ground then sending this out today would be fine, if you send from Florida then shipping Friday 7 July will be fine”.
I ordered, paying by credit card. As we spoke I was being bombarded by E-Mails from Paypal explaining the several payment attempts were each (at least four attempts) OK’d. He assured me that I could disregard the E-Mails, the order was in the queue and all was OK. I told my staff, some who check my E-Mail, to disregard anything from PayPal/Poolcenter.com as there had been some confusion, but the order had been straightened out by me on the phone.
On Wednesday 12 July I noticed we had not yet received the order. I went on line to poolcenter.com and there chatted with their sales staff, the woman informed me that the order had been put on hold on 6 July. She also explained that an E-Mail had been sent to ask me to verify the order was genuine. I asked to speak not simply to a Supervisor but to the Supervisor of the person who put the hold in place. I explained the order history to the Supervisor, and explained that I needed the order to be fulfilled as was promised when I placed it on 6 July.
The supervisor and somebody else there no doubt stepped in, saw this was an error and did what they could to rectify it. For me, it is a greater testimony to a company when a problem comes up than at any other time in the client-retailer relationship. I am satisfied that once alerted (I too should have thought to double-check with them in the days before), they care enough about their customers and their reputation to take measures, even when that means they would take some loss in the transaction. Hats off to Poolcenter.com management.
Martin"
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