Outrageous Shipping Charges for Replacement Parts - My Experience with P3

[ShellBeach]

Well, they could have still kept things upbeat if they'd said shipping would now be charged, but replacements can be added to show orders. Woo hoo!

something like that.

 

[pkd09]

I agree Noora .... that is what I love so much about this site. We inform each other!

At the very least all this info should have been given in the weekly News Wire. It is extremely important for me to give correct information to all my customers and when that information changes from HO, I need to know that immediately. I stake my reputation and future business on it! If I am giving incorrect information out, then that makes me look unprofessional.

If someone is at home working maybe they could put a call into HO to clarify all of this. Return emails are not always timely

 

[chefsteph07]

Wow, glad I read this! I really liked being able to tell my customers that for replacement parts they would only be responsible for tax and no shipping. I will start directing my customers to PC from now on to get parts and not deal with this again.

I also had no idea about Fed Ex not picking up products anymore. Some changes that are not so good and making things more difficult for us and our customers? Not cool.

 

[CRuff]

I love selling PC, but find it VERY annoying that they are so busy telling everyone about new products, the new web site, and all the 'good' things, they DO NOT bother to make sure everyone knows about the 'ugly' side of the business - price increases, S&H increases and other important items we, as business owners, need to know to make our business run the best and most economical way we can. I didn't hear one peep out of them at Spring Launch regarding increases - and that would have been a great time to tell everyone. The same goes for all the e-mails they send - the increases, etc., should have been VERY clearly stated - and more than once. Sorry - this is me venting!

Venting too.... I did NOT go to Spring Launch and thought this was explained there. Now I find out is was not. I agree. All the goodies but not what we really need to hear! UGH!

Not sure what HO is trying to do here. But IMO I think that all the changes we have to endure during this new season is overwhelming! I have an appt. with a new recruit today, not sure how my attitude will be now.

 

[CRuff]

Wow, glad I read this! I really liked being able to tell my customers that for replacement parts they would only be responsible for tax and no shipping. I will start directing my customers to PC from now on to get parts and not deal with this again.

I also had no idea about Fed Ex not picking up products anymore. Some changes that are not so good and making things more difficult for us and our customers? Not cool.

Maybe HO needs to talk to UPS! I miss them!

 

[esavvymom]

Did the fedex thing just start? Seems silly. They wouldnt be paying extra. If i prepare a shipment in my fedex account (which i get as a discount through Pampered Perks, which is nice), but I can print my label and schedule a pickup. I usuually dont since there is a shipping store down the road where I can drop off my fedex packages.


I think they put the cart before the horse.....changed shipping before the new site. They messed up. AFTER the new site, we can live with it and adjust, but this is crazy.

 

[crissy11]

I think it is time for a cost of living pay increase!!!!

 

[Amanda_RI]

From this week's PC Newswire:New Shipping Rate for Replacement PartsLast week, we informed you that due to rising shipping and fuel costs, we introduced a new tiered shipping rate for all non-commissionable orders. It was effective March 1 and includes all replacement parts. We apologize this was not clear, and we appreciate your understanding.

 

[sandilou]

I think it is time for a cost of living pay increase!!!!

No kidding! It is costing us more and more to run our businesses!

Sandi

 

[esavvymom]

How about they appreciate OUR position....who said anything about being "understanding"? Add the shipping when they add the new system with its new feature to combine shipping. Simple as that.

 

[trps]

If you direct your customers to call PC they go into the lead system I believe as I have had several "leads" that had just called PC about getting replacements so my lead is lost to a customer getting a replacement.

 

[Amanda_RI]

True. I hate it when that happens.

 

[pkd09]

Do don't make commission on replacement parts so their is no lead from HO.

 

[Amanda_RI]

I've had plenty of HO Leads that were actually customer service issues.

 

[pkd09]

So I put in a "dummy" replacement part order for the food chopper clear collar. $14.68!!!!! Item was $9 (jumped from $7.50), plus tax and $4.75 shipping. I am no longer going to mention replacement parts at my show. If someone mentions to me that they need to order a replacement part, I think I am going to make up a sticker to put on the rear of my business cards with the toll free number to HO for replacement parts. That way they still have my contact.

 

[cookingwithlove]

Send a message to HO, [email protected]. They will listen to us if enough of us voice our concerns:

Dear Home Office,

With all the new shipping charges for different items, please consider allowing us to put replacement parts on a show order. Frequently, a guest asks for a replacement part at a show, and it was so nice to just put the order through without additional shipping charges, especially when they are already paying $4.75 for their show order. It was great customer service to provide that extra piece they needed (usually something lightweight and under $8) as a pure “service”. This could be done as a “non-commission” part number, as we do with the monthly host specials. I’m not trying to up my commission, just serve our customers.

For Consultants, I completely see that we can work our orders to be placed at the same time as catalogs and other supplies, but for our customers, this extra service will let them see how much we value their repeat business and loyalty.

Thank you for your consideration.

 

[nancycookspc]

AND IT STARTS-

Dear Nancy,

Thank you for contacting The Pampered Chef. I am sorry about the shipping charge being incurred on replacement part orders. So what the offer is as a resolution is to order more than one replacement part when ordering if possible. There is really nothing else that is being offered at this time. It is going to be a tiered charge just like a on-line order. The reason is shipping and gasoline prices have rose so we need to pass this increase on. Again I am sorry I do not have a better resolution for you at this time. Is there anything else that I can assist you with?

Margaret Malinowski

 

[crissy11]

so when gas prices go back down.. will prices go back down? The replacement parts are the most lightweight items of all.. no reason why they should have to be on a tiered scale. Most could fit in a padded envelope and first class rate would be cheaper..

 

[esavvymom]

AND IT STARTS-

Dear Nancy,

Thank you for contacting The Pampered Chef. I am sorry about the shipping charge being incurred on replacement part orders. So what the offer is as a resolution is to order more than one replacement part when ordering if possible. There is really nothing else that is being offered at this time. It is going to be a tiered charge just like a on-line order. The reason is shipping and gasoline prices have rose so we need to pass this increase on. Again I am sorry I do not have a better resolution for you at this time. Is there anything else that I can assist you with?

Margaret Malinowski

So the shipping rate still goes up as you order more parts. That is like saying we should carry inventory. They tell us not to do that since you dont know what anyone wants or needs.

 

[sandilou]

Hmmm . . . I wonder if they realize that gas has gone up for us, too, to get to shows. Its an average of a 40 mile round trip for me. Too bad I can't increase what I charge. So has postage gone up for me to mail my packets for that matter, and mail invitations for the hosts.

Sandi

 

[MLinAZ]

I don't think any of us get so many replacement part orders that we can realistically combine them to "save" on shipping per order. That's a lame response, imho.

 

[ShellBeach]

I had some back-and-forth with a gal. Happy to say they did answer my email fairly quickly. I pointed out that shipping was going to make some of the parts cost almost as much a new item, and asked if she could pass on the idea of adding replacement parts to show orders.

Thank you for your reply. We appreciate you taking the time to express your feelings regarding the shipping cost of Replacement Parts. The Home Office is currently reviewing this matter. We have sent a copy of your email to the appropriate area, and we will follow up with you if more information becomes available.

If they can't be added to show orders, they might as well announce the end of the replacement parts program now. People will be reluctant to order just one small replacement part, so eventually HO will notice nobody is ordering them and decide it's too expensive to carry the inventory.

This was poorly thought-out and poorly communicated.

 

[pampchefrhondab]

Wow, this just stinks. I'm glad I read this thread or I would have had no idea. I Will not be promoting replacement parts either and plan to let HO know how upset I am.

 

[PamperedchefDaly]

Well, I just sent my letter. Imagine paying $6.00 to replace the ring on the flour/sugar shaker when a NEW one costs $6.50?

I'm very annoyed at how HO doesn't give us any information until after the fact. That also goes with the policy that FedEx doesn't pick up returns anymore. (I still haven't gotten an official notice on that one.) If it wasn't for this forum, I wouldn't have known that either. And that's just wrong. :grumpy:

 

[Cathy pclady]

Here in Canda...
Ordered a # 258E food chopper clear collar on March 1st. .... cost of $10.75
plus taxes of 1.40 for a total of $12.15 delivered to my door less than 15 mins ago..... great service by UPS/Purolator!
I had already printed out the statement for the customer and will be delivering it to her this afternoon.
A great deal for her as she purchased the chopper in 2001 when it came out and uses it daily.

No S&H in Canada on replacement parts..... yet. ......... oh, and all of our costs (gas/postage etc) are more expenses in Canada even with the DOLLAR the same or a little less then USA but it is a tax deduction for my business and great customer service, so I will keep on talkign about replacement parts ...

 

[esavvymom]

The increased shipping on other orders would factor in as a tax deduction for too. Replacement parts would typically be passed to the customer, just like shipping on an order.For now, the only thing I can think of to work within this system as it exists right now.....1). As always, do not express your frustration to customers about this. Calling attention to your feelings about the prices, etc, will just make THEM mad. Most people have not ordered replacement parts or even know they are an option, so wouldnt have a clue the prices. "What they dont know....." right?
(2). Customers will continue to want or need parts whether you say it or not! You can only let them know their option......buy the replacement part for this price (include tax & shipping) or buy a new one for this price and get a new warranty, etc. Just like with anything, let them decide. By not telling them about their option, you decide for them. ( where have we heard that before? )And the last thing(3), you could let customers know that you place a replacement parts order only once or twice a month (depending on how many r.p. orders you get), to save shipping costs. Then add just $1-2 shipping to each persons order to divide up the cost of one shipment. I would offer this to customers who lived near me.....BUT truthfully, even that isnt the cheaper route. I often tell my customers who want to meet to get a product that with the cost of gas, it is usually cheaper for them to pay the extra $2 shipping or whatever it is, when gasoline way would cost us $5! I dont think we have heard the last of this issue, but for now, having a plan for customer service is important.....one that doesnt air your dirty laundry. Remember, your attitude towards Pc with customers is huge. It can make or break business.

 

[esavvymom]

Ok, had one other thought on how you can work this to your advantage.

BOOK A SHOW! A customer asks you about a replacement part.....you give her the two buying options or the shipping options like what I mentioned above. But youncould also say that if she books one of yournopen show dates, you will order the part on your supply order (this will work best when we get the combo shipping) and bring it to her show. If the product isnt really expensive, you just give it to her as a gift for booking/holding the show. Maybe add in a free Pantry Rub or something else. For three hours of her time with friends, she gets her replacement part, other free/discounted products, and a free rub or gift you may choose, etc.

It is an idea inprogress, but hopefully you get the idea.

 

[ChefBeckyD]

The increased shipping on other orders would factor in as a tax deduction for too. Replacement parts would typically be passed to the customer, just like shipping on an order.

For now, the only thing I can think of to work within this system as it exists right now.....1). As always, do not express your frustration to customers about this. Calling attention to your feelings about the prices, etc, will just make THEM mad. Most people have not ordered replacement parts or even know they are an option, so wouldnt have a clue the prices. "What they dont know....." right?
(2). Customers will continue to want or need parts whether you say it or not! You can only let them know their option......buy the replacement part for this price (include tax & shipping) or buy a new one for this price and get a new warranty, etc. Just like with anything, let them decide. By not telling them about their option, you decide for them. ( where have we heard that before? )

And the last thing(3), you could let customers know that you place a replacement parts order only once or twice a month (depending on how many r.p. orders you get), to save shipping costs. Then add just $1-2 shipping to each persons order to divide up the cost of one shipment. I would offer this to customers who lived near me.....BUT truthfully, even that isnt the cheaper route. I often tell my customers who want to meet to get a product that with the cost of gas, it is usually cheaper for them to pay the extra $2 shipping or whatever it is, when gasoline way would cost us $5!


I dont think we have heard the last of this issue, but for now, having a plan for customer service is important.....one that doesnt air your dirty laundry. Remember, your attitude towards Pc with customers is huge. It can make or break business.

While I would never bash PC in front of customers, or project a bad image for PC - I will not be offering replacement parts as a service any more. I have HUNDREDS of customers who already know the old replacement part policy, and they will know immediately that the prices to get these have quadrupled overnight.
My biggest concern though is that customers will be driven more to call HO for their replacement parts which will then enter them into the lead system, and I will be getting even more calls then ever for replacement parts. That will NOT be a good thing, since most HO leads looking for something like that are looking for a better deal than they can get just ordering direct in the first place. I'm sorry, but I am having a hard time finding the positive in this at all.

 

[chefsteph07]

I have gotten alot of replacement requests lately, some for clear collars, and some for things like a new lid for their prep bowl, or the cleaning tool for the garlic press, some of these things I felt silly for charging, the lid cost $1.25 so I always just ordered it for them and ate the cost of the item...and I felt good about doing that...I thought it provided good cust service...I am very sad I will not be able to help my customers out in that way, and yes, while it is "company policy" now, WE will get the heat for this...I am going to be prepared to start hearing about how PC overcharges for things, and how can they charge $4.75 for a $1 item, etc and the thing they like about PC was how easy it has been to work w/ them, etc. And I'm not going to have an argument for it.

 

[esavvymom]

Technically, it is not PC charging the rates for shipping. It is Fedex and USPS.
Not saying it will be easy, or that is was the right way for them to handle it.