Outrageous Shipping Charges for Replacement Parts - My Experience with P3

[otisbg]

Just sent them a copy of this too!! I have developed a very loyal customer base by ofering this small courtesy.
Very well written

 

[esavvymom]

And if you are one who has already had a customer get upset or cancel orders because of it, as I have read a few of you have had happen already, include that in your email. If they know they are actually losing customers over this, they may consider a new way. Be it let us add them to shows (the preferred method), or remove the shipping altogether or wait until we can combine with our supply orders.

Give them the specifics of customer reaction.

 

[BethCooks4U]

I have sent my opinion on this to HO too (got the exact same response) and I really hope they end up letting us add it to shows as an option. I don't send in many non-commission orders (at most every other month) so adding replacement parts wouldn't be an option if I wanted to give timely CS even if it was someone who lived near me.What I will do in the meantime when someone asks about replacements at a show is to give them the total cost to get it to them and then say "or we can add the whole product to this order for $x". If they ask why so much for the part I'll say that the part is $x and then there's shipping direct to you but I will not start with that. If someone calls or emails for a replacement I'll give them the part cost and say "of course there's shipping too so the total is $x". When we buy replacement parts of other items online we have to pay shipping so many people will just weigh that in. I know I have bought $2 items and paid $5 for shipping and before I pay I consider if I would pay $7 for that item in a store. Often things we buy will have a paper inside with cost of replacement parts and there is always a shipping cost as well. So while we have been spoiled by our previous policy it is not unreasonable for HO to pass that expense onto the customer.If they balk at the cost we certainly should empathize with them. "I know! I would weigh whether it's better to get this part or just get a new xxx." And I wouldn't say it to them necessarily but I don't think that if they bought that kitchen tool at William Sonoma they would have the option of getting a piece of it replaced...

 

[sandilou]

And if you are one who has already had a customer get upset or cancel orders because of it, as I have read a few of you have had happen already, include that in your email. If they know they are actually losing customers over this, they may consider a new way. Be it let us add them to shows (the preferred method), or remove the shipping altogether or wait until we can combine with our supply orders.

Give them the specifics of customer reaction.

And then what? We get paid no commission but we are suppose to pay to have it shipped or pay the gas to deliver it?

Sandi

 

[lt1jane]

I don't have an issue with the concept of tiered shipping, but I think the scale should be different for replacement parts. (Maybe starting at $2.50?) My bigger issue was how it was NOT relayed to us. Based on how replacement parts were done in the past, they should have either come up with a different shipping scale for replacement parts or just raised prices a bit to better cover shipping and leave it at that.

 

[ChefBeckyD]

I have sent my opinion on this to HO too (got the exact same response) and I really hope they end up letting us add it to shows as an option. I don't send in many non-commission orders (at most every other month) so adding replacement parts wouldn't be an option if I wanted to give timely CS even if it was someone who lived near me.

What I will do in the meantime when someone asks about replacements at a show is to give them the total cost to get it to them and then say "or we can add the whole product to this order for $x". If they ask why so much for the part I'll say that the part is $x and then there's shipping direct to you but I will not start with that.

If someone calls or emails for a replacement I'll give them the part cost and say "of course there's shipping too so the total is $x".

When we buy replacement parts of other items online we have to pay shipping so many people will just weigh that in. I know I have bought $2 items and paid $5 for shipping and before I pay I consider if I would pay $7 for that item in a store. Often things we buy will have a paper inside with cost of replacement parts and there is always a shipping cost as well. So while we have been spoiled by our previous policy it is not unreasonable for HO to pass that expense onto the customer.

If they balk at the cost we certainly should empathize with them. "I know! I would weigh whether it's better to get this part or just get a new xxx." And I wouldn't say it to them necessarily but I don't think that if they bought that kitchen tool at William Sonoma they would have the option of getting a piece of it replaced...

No, they wouldn't. But isn't that what has set us apart from retailers? The fact that we provide added value and service? I guess that's not so much true anymore.

 

[ShellBeach]

Well, after sitting with it a few days, I've realized they deliberately didn't communicate this. They didn't want to be inundated with relacement parts orders at the lower shipping cost.

 

[BethCooks4U]

No, they wouldn't. But isn't that what has set us apart from retailers? The fact that we provide added value and service? I guess that's not so much true anymore.

And that was one of my points when I emailed HO! I'm just trying to understand their mindset for this decision.

It also upsets me that at the same time they added the shipping they raised the price of every single replacement part.

 

[PamperedchefDaly]

Well, after sitting with it a few days, I've realized they deliberately didn't communicate this. They didn't want to be inundated with relacement parts orders at the lower shipping cost.

I agree. It would have caused the "ice cream dipper/dots bowl rush". This whole uproar wouldn't be happening if they had simply changed the policy to begin with, to allow us to order replacements parts along with a supply order or a show. It will probably come down to that anyway, after receiving so many emails from irate consultants. All they did was tick off the consultants and chipped away the confidence we have in our company's integrity.

 

[Rosechef]

You know, I just encountered this. I told one of my customers the egg slicer replacement was $5. and shipping was included, so that was it. Then I went to finalize it and saw they were chargeng $4.75 for a $5. part that probably costs less than a $1. to ship. She just spent $150 at my show on Saturday, so I ended up eating the 5.03 (tax inlcuded) for the shipping.

 

[sandilou]

You know, I just encountered this. I told one of my customers the egg slicer replacement was $5. and shipping was included, so that was it. Then I went to finalize it and saw they were chargeng $4.75 for a $5. part that probably costs less than a $1. to ship. She just spent $150 at my show on Saturday, so I ended up eating the 5.03 (tax inlcuded) for the shipping.[/QUOTE]

This is not cool. If you were at the 20% commission level, you just gave away almost 17% of your commission on that $150 order to keep her happy. I don't think we should have to do that.

Sandi

 

[Rosechef]

I'm not. I'm a tl and usally end up with about 27% give or take, depending on what my downline submits.

 

[nancycookspc]

I agree. It would have caused the "ice cream dipper/dots bowl rush". .

OK the WHOLE thing about the ice cream dipper was BOGUS!
My gut tells me they knew ALL along there were going to retire the scoop-
So what do they do??? they tell us its going to be discontinued due to issues-- and they BLEW thru the inventory- And Miraculously poof in our NEW S/S catalog is a new scoop-( only weeks after the whole thing) I do not like that practice.

 

[PamperedchefDaly]

OK the WHOLE thing about the ice cream dipper was BOGUS!
My gut tells me they knew ALL along there were going to retire the scoop-
So what do they do??? they tell us its going to be discontinued due to issues-- and they BLEW thru the inventory- And Miraculously poof in our NEW S/S catalog is a new scoop-( only weeks after the whole thing) I do not like that practice.

I didn't think of that, but you are right. Those catalogs were printed way before the ice cream dipper was discontinued. I've said it before--things are not the same since Doris left. :grumpy:

 

[ShellBeach]

They're playing us:grumpy:

LOL. I thought the same thing about the scoop. Like, How did they find a new manufacturer so quickly? Forgot about the catalog print time.

Oh well, what's one more disillusion? Those sneaky so-and-so's.

There's no way I'm eating the shipping cost on replacement parts. The folks who asked about parts, I'm doing my out-of-the-box calls tonight and I'm just going to tell them the truth. That PC decided to start charging shipping and I didn't get any notice. They can decide whether they want the parts or not.

 

[cochef]

You know, I just encountered this. I told one of my customers the egg slicer replacement was $5. and shipping was included, so that was it. Then I went to finalize it and saw they were chargeng $4.75 for a $5. part that probably costs less than a $1. to ship. She just spent $150 at my show on Saturday, so I ended up eating the 5.03 (tax inlcuded) for the shipping.[/QUOTE]

This is not cool. If you were at the 20% commission level, you just gave away almost 17% of your commission on that $150 order to keep her happy. I don't think we should have to do that.

Sandi

Someone mentioned earlier that they might offer to order new products on the host order instead of charging so much for the replacements. Is that still a suggestion?

 

[crissy11]

make her a co host and give her the discount to order a new one... why not???? what is ethics anymore?

 

[esavvymom]

make her a co host and give her the discount to order a new one... why not???? what is ethics anymore?

That is a slippery slope.

 

[Rosechef]

Honestly, had she just ordered a new egg slicer, the cost would have been about the same. I didn't even think of that. Doesn't matter, like I said, I ordered it for her and paid the shipping myself, since I told her the shipping was included. I didn't know about the change.

For something like that, it's so light that the shipping could be around $1. To pay $5.03 is ridiculous. It costs me $5.05 to ship out a host packet, which is much heavier.

I hope they make some changes where this is concerned.

 

[NooraK]

OK the WHOLE thing about the ice cream dipper was BOGUS!
My gut tells me they knew ALL along there were going to retire the scoop-
So what do they do??? they tell us its going to be discontinued due to issues-- and they BLEW thru the inventory- And Miraculously poof in our NEW S/S catalog is a new scoop-( only weeks after the whole thing) I do not like that practice.

I didn't think of that, but you are right. Those catalogs were printed way before the ice cream dipper was discontinued. I've said it before--things are not the same since Doris left. :grumpy:

They're playing us:grumpy:

LOL. I thought the same thing about the scoop. Like, How did they find a new manufacturer so quickly? Forgot about the catalog print time.

New products are in development an average of two years before being introduced. HO would have known a while ago that they were planning to introduce a new ice cream scoop. Theis allows them to take the product pictures for the catalogs, make arrangements with the new manufacturer, as well as the old one for shifting over production.

They forecast what they expect to need through the end of the season so that they are not left with a ton of retired stock on hand. Those forecasts aren't perfect, and sometimes they run out sooner than expected. Yes, they would have known the Ice Cream Dipper would be retired, but they didn't plan for it to go down the way it did. But at the same time, they're not going to announce a new product in advance of spring launch. Personally, I don't remember them saying anything about quality issues being the reason for the discontinuation, I think that's just a lot of conjecture due to the recall earlier last year.

 

[BethCooks4U]

When they pulled it they said it was due to inconsistent quality on the ones they were getting in. I would bet that they were getting a lot of returns back in the time period that ended up being recalled and on top of that, customers who were upset that they couldn't get it replaced when someone put it in the dishwasher or left it in a hot pan of water. So I'm thinking they had been looking at a replacement for some time and then the luck of the Irish, this happens. Looks bad but it was not planned.I've noticed an awful lot of hating on PC lately from some consultants here lately. That will show through to your customers. I don't like every decision they make either but it is what it is. While we should let HO know our feelings and opinions and it's nice we have this place to vent with each other, we need to resolve our issues before we are in front of our customers or decide if we really still want to keep doing this.

 

[NooraK]

I've noticed an awful lot of hating on PC lately from some consultants here lately. That will show through to your customers. I don't like every decision they make either but it is what it is. While we should let HO know our feelings and opinions and it's nice we have this place to vent with each other, we need to resolve our issues before we are in front of our customers or decide if we really still want to keep doing this.

I agree. Yes, CS is a great place to vent, but perpetuating the vent doesn't help anyone. Focusing on the negative just creates a bad vibe, which affects other parts of our business, even if we don't mean it to.

Everything that you're frustrated with, especially this shipping thing, should be voiced to Home Office. And I would say not only directly, but via your upline Executive Directors. They have some pull with Home Office, and if there are enough concerns raised, HO will come up with a solution. It might not be to go back to the way things were, but some kind of a compromise.

And while things have changed over the last 30 years with this business, we have to remember that the only constant in life is change. Things will keep changing, and we just have to accept that. Yes, some of the change can be frustrating, but there is a lot to be excited about, too. The bottom line is that we still have a fantastic business opportunity that treats its consultants way better than a lot of traditional employers treat their employees.

 

[Brenda.the.chef]

and keep in mind that some people just don't care how much the shipping charges are! They love PC that much, they want their parts replaced. I think if you show them side by side comparison of the replacement part total cost and new product total cost and let the customer make the decision, you'll all be much happier. I can't ever recall anyone complaining about shipping costs. Ever. Even when placing an order for $10 or less.

 

[ChefBeckyD]

and keep in mind that some people just don't care how much the shipping charges are! They love PC that much, they want their parts replaced.

I think if you show them side by side comparison of the replacement part total cost and new product total cost and let the customer make the decision, you'll all be much happier.

I can't ever recall anyone complaining about shipping costs. Ever. Even when placing an order for $10 or less.

Really? Wow. I have it at almost every show. Or, they don't complain, they just add their orders together with a friend or two and split the shipping. THAT happens at almost every show also. But, I live in an area of the country where the largest Ethnic makeup is known for their extreme frugality.

 

[chefjeanine]

But, I live in an area of the country where the largest Ethnic makeup is known for their extreme frugality.

Oh those darn Italians.

 

[loreo]

That is a slippery slope.

It's not slippery- it's wrong. There is never a justification of unethical behavior.

 

[ShellBeach]

Let's hope the "hating" continues in this very-appropriately titled rant thread, and every consultant who reads it contacts HO!

There are going to be posts on this subject for several months. Not everyone reads either CS or PC newswire religiously. I wouldn't want anyone to feel stifled by being called a hater when they're merely expressing their dissatisfaction at a new policy in a rant thread. No business is all sweetness and light.

It's true though: customers don't need to be subjected to the ranting. LOL. That's why I still haven't done my follow-up calls. I'm still upset, and know I need to just mention the shipping has gone up on those parts in a calm tone and let the customer decide.

 

[BethCooks4U]

Let's hope the "hating" continues in this very-appropriately titled rant thread, and every consultant who reads it contacts HO!

There are going to be posts on this subject for several months. Not everyone reads either CS or PC newswire religiously. I wouldn't want anyone to feel stifled by being called a hater when they're merely expressing their dissatisfaction at a new policy in a rant thread. No business is all sweetness and light.

It's true though: customers don't need to be subjected to the ranting. LOL. That's why I still haven't done my follow-up calls. I'm still upset, and know I need to just mention the shipping has gone up on those parts in a calm tone and let the customer decide.

Exactly! Everyone needs a place to vent. Our families don't get it. We can only complain so much to HO and our uplines and some of them won't hear any of it. It's nice to know we are not alone in our feelings. The thing we have to keep on mind is that once we vent we need to let it go on and concentrate on what we love about our business.

 

[ChefBeckyD]

Oh those darn Italians.

Bwahahaha! Yes, VanAnyname is such a traditional Italian name.

 

[LarissaRed123]

I get lots of complaints about shipping.