How can I handle late shipping for my customer's Christmas gift?

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Discussion Overview

This thread discusses issues related to late shipping for Christmas gifts ordered through Pampered Chef, with participants sharing personal experiences and frustrations regarding shipping delays and customer service responses.

Discussion Character

  • Anecdotal
  • Opinion-based
  • Exploratory

Main Points Raised

  • One participant, identifying as a consultant, expressed distress over a customer's delayed order for a muffin stone, which was supposed to arrive before Christmas but was rescheduled to the 26th.
  • Another participant shared a similar experience with a late shipment, noting that their order was also delayed and arrived later than expected.
  • Several users mentioned contacting the Home Office (HO) regarding shipping issues, with mixed responses about resolving the situation.
  • One participant recounted their experience of paying extra for expedited shipping but receiving excuses from HO about the delay.
  • Another consultant discussed their approach to handling a late shipment by offering a small gift to the customer as a gesture of goodwill.
  • Some participants noted that they felt frustrated with the shipping process and the lack of timely communication from HO.
  • One participant mentioned that this year was the first time the company offered last-minute shipping, suggesting that there may be growing pains in the system.

Areas of Agreement / Disagreement

Views differ among participants regarding the effectiveness of the Home Office in handling shipping issues, with some expressing confidence in their resolution efforts while others feel frustrated by the lack of accountability.

Contextual Notes

Participants shared experiences primarily related to holiday shipping, highlighting the emotional impact of delays on customer relationships and the importance of timely delivery during the holiday season.

Who May Find This Useful

Consultants who are navigating shipping challenges during peak seasons may find the shared experiences and insights relevant to their own situations.

I
irishpamperedchef
Messages
126
Im so upset a customer ordered muffin stone for his wife for Christmas .Paid extra shipping so it would be delivered on the 23rd but as of last night shipping info said 26th. I called UPS to see if I could pick it up at it,s next stop they said NO. Home ofc said it was there mistake The truck left a day later. I feel so bad. Any idea's??????????

Karen Gibb
Consultant
 
If it was ordered in time and if it was a HO mistake, I would call and see what they are going to do to make this right with your customer. If it was an entire truck-load, then you can rest assured that you are not the only one that this happened to. Call them ASAP and let them know that their mistake reflects on you.
 
This happened to me too - and it is scheduled for the 28th!!!
 
Call HO - they will make right by the customer. They always do.
 
  • Thread starter
  • #5
I did call HO they are going to pay his shipping it $17 dollars. I still so bad
Karen
 
  • Thread starter
  • #6
feel bad.. LOL
 
AHHH...my shipment was scheduled for the 26th, but it actully made ot yesterday morning. Thats the good news. The BAD news is 1/2 my order didnt show up and part of it went to an order that was direct shipped to CA...I live in OREGON!!!! I am so mad!!!:mad:
 
ARGH!!! Whenever I call they say the offices are closed!
 
irishpamperedchef said:
Im so upset a customer ordered muffin stone for his wife for Christmas .Paid extra shipping so it would be delivered on the 23rd but as of last night shipping info said 26th. I called UPS to see if I could pick it up at it,s next stop they said NO. Home ofc said it was there mistake The truck left a day later. I feel so bad. Any idea's??????????

Karen Gibb
Consultant
Click to expand...

Might any liocal consultants have one you can get to him ASAP?
 
irishpamperedchef said:
I did call HO they are going to pay his shipping it $17 dollars. I still so bad
Karen
Click to expand...

I have had problems with them twice this month. First Mon. Dec. 11th @ 6:00AM I ordered as a customer through my web site overnight...33.00 shipping, was suppossed to come Tues., came Wed. Called & complained, they said sorry we will deduct the 9.00 difference, I said thats not the point, they said sorry!:mad: Mon. 12/18/06 6:00AM overnighted ANOTHER order, I kept checking & checking. Called them Tues, they said sorry we will return the difference!!!:eek: :eek: :eek: I told them its NOT the point & I wanted to talk to a supervisor they put me through & now I get VOICE Mail!!:mad: Called back again, said I will NOT hang up till something is resolved...I said your the SOLUTION CENTER & nothing has been solved! Finally they gave me an Email to some higher up to send a copy of my first notice from them. I Email it & its the WRONG addy..I call again 2 more different times & 2 more times I get more wrong addys. Now someone calls me & says they didnt get the order till after 1PM, so they wont credit me unless I show them valid proof that I placed the order when I said i did!!:eek: :mad: :eek: :mad:
Sorry this was so long...:o
 
That is horrible Ginger- Hopefully everything will smooth out after the holidays!
 
  • Thread starter
  • #12
dannyzmom said:
Might any liocal consultants have one you can get to him ASAP?
Click to expand...


One consultant does but she lives so far away from me. but I might go if my customer is really upset, I can,t get in touch with him I left messages and got in touch with his mother-in-law she was going to get the message to him
but haven't heard anything as of yet.

Thanks
Karen Gibb
consultant
[email protected]
 
  • Thread starter
  • #13
just thought I would let everyone know that I spoke to my customer he was alittle disappointed but he said that he had other stuff to give her .I gave him a picture of it and also a cookbook so he had something to wrap... Thanks for listening.
Happy Holidays to everyone!!!!!!!
Karen Gibb
consultant
[email protected]
 
late shippmentok my mistake I was closing all my shows buy the 12th on the 20th I noticed that I did not close on show so i closid it ASAP. and also called HO to see if she would get it in time for Christmas they said maybe, today the host called me mad that she did not get anything as of yet and wanted to know why. I did not come right out and tell her it was my mistake but I apoligizad that it did not get there in time I even had the Santuko knife that she needed but she said didn't want me to bring it to her , she was just mad tat she didnt get it yet
I also asked her what can I do she said nothing , In 6 1/2 years this has never happeded I have really stepped up my business 7000.00 each month since Sept and I guess I just messed up but I really feel bad . What should I do should I just drop it or do something (the host is a past Pamperedchef Consultant too not that means anything but she should know things do happen,)
Doreen Zaino 252326
[email protected]
 
I would do something for her. Even if it is just a small gift it shows that you care. Even a $20 gift would be worth it if she keeps you as her consultant. I think just dropping it would be unprofessional...
 
late shippmentI had been thinking about it and you are right I will send a small flower arrangment on Tuesdsay and say that I am sorry for the inconvenece with her shippment .
Doreen Zaino
252326 [email protected];)
 
Well I am glad I am not the only one. Wednesday at 3:00 in the afternoon I placed an online order for my Dad, he ordered the cookware set. Well paid the extra $24 shipping for 2nd day air. When I went to check shipment status on Friday it said it was rescheduled and would arrive on the 26th (6 days later). Called HO and they said it was ordered too late in the day or some goofy excuse. They refunded the shipping charges but it makes me mad as heck! They need to be more specific on the whole shipping thing or something. Just had to throw mine out there too!!!
 
KYCHEF said:
Well I am glad I am not the only one. Wednesday at 3:00 in the afternoon I placed an online order for my Dad, he ordered the cookware set. Well paid the extra $24 shipping for 2nd day air. When I went to check shipment status on Friday it said it was rescheduled and would arrive on the 26th (6 days later). Called HO and they said it was ordered too late in the day or some goofy excuse. They refunded the shipping charges but it makes me mad as heck! They need to be more specific on the whole shipping thing or something. Just had to throw mine out there too!!!
Click to expand...

I totally agree, HO has to understand something...hwen a customer wants something, they want it when they are suppossed to get it. People dont want to hear STUPID excuses. I ordered on Mon. the 18th from 3 other different companies ( LL Bean, Collections ETC...& Creative Irish gifts ) they were all in my house within 2 days of ordering & NONE of them was even close to charging what we charge.:eek:
 
This is the first year I can recall that our company has offered this last-minute shipping thing. I tlooks like they are just needing to work the kinks out. I am sure next year it will be smoother.
 
dannyzmom said:
This is the first year I can recall that our company has offered this last-minute shipping thing. I tlooks like they are just needing to work the kinks out. I am sure next year it will be smoother.
Click to expand...

They had it last year as well. Its not that they are offering anything special. If you say overnight...it HAS to be overnight & for 33.00 it should! I've also noticed for awhile now, with ALL orders (show,supply, etc...) There is something WRONG going on in the ware house that needs to be straightened out! I AM trying to run a business & if I look like a jerk & its not my fault that ticks me off. It also ticks me off when people think they are sooooooo perfect that NO WAY could it be them! I just want it straightened out.
 
I am so sorry for all the frustration you are going through! And I agree that if someone pays extra they should get their stuff when promised! I have also ordered from online companies and gotten the items quickly and at lower shipping costs.

But... Two of my customers ordered products late, did not pay the extra for quick delivery, and the tracker said they were to get them on the 26th but BOTH came on the 22nd. Don't know if the route is just faster or if it's because there were no weather issues between IL and here or what it was but they are thrilled.

It may not be PC's fault you know. It could be UPS and is probably the weather. I personally think that the shippers should make extra runs and on the weekend when this kind of thing happens. It makes us all love them all year when they make our Christmas!

Remember too that those who do the delivering have families and a life outside of their jobs. They are not allowed to take off the days before Christmas to do the last minute preparations. Don't be mad at them personally - they're doing us a service - if the items don't get put on the truck they can't deliver them.

Could you make a gift card for your guests to give out when exchanging gifts? It isn't your fault either but maybe you could give them a season's best or a 5% discount card or something. And I would definitely say something to PC - it may not be their fault but it is good business for them to refund the extra shipping costs at least! And, if I were PC, I would make the UPS company pay that amound back to PC - they are the ones to fail.
 

Frequently Asked Questions

What should I do if my customer's Christmas gift is delayed in shipping?

First, communicate with your customer as soon as you become aware of the delay. Apologize for the inconvenience and provide them with any updated shipping information. If possible, offer alternatives such as a digital gift card or a similar product that can be shipped faster.

How can I keep my customers informed about their order status?

Regularly check the tracking information for their orders and proactively reach out to your customers with updates. Use email or social media to keep them informed about any changes in shipping timelines, and reassure them that you are doing everything possible to resolve the issue.

What can I offer my customers as compensation for late shipping?

Consider offering a small discount on their next purchase, a free product sample, or an upgrade on their shipping method for future orders. This gesture can help maintain goodwill and show your customers that you value their business.

Should I offer refunds for late shipping?

It depends on your company’s policy and the situation. If the delay is significant and affects customer satisfaction, offering a partial refund or a full refund may be appropriate. Always check with your company’s guidelines before making any decisions.

How can I prevent late shipping issues in the future?

To minimize future shipping delays, place orders as early as possible, especially during peak seasons like Christmas. Keep track of shipping deadlines and communicate these to your customers. Additionally, consider using reliable shipping services and maintaining a good relationship with your suppliers.

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