UPDATE: Open letter to reps.....

Two Peas is Closing
Click here to visit our final product sale. Click here to visit our FAQ page regarding the closing of Two Peas.

Posted 6/22/2013 by Scrapn Nana in General Scrappin'
 

Scrapn Nana
PEAring through my camera lens

PeaNut 272,954
August 2006
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Posted: 6/22/2013 12:44:37 AM
UPDATE: Yesterday (6/25) I finally got an email response that said she had been on vacation, and that she would call me that night (last night). She never called. I tried to call her and it went to voice mail for both home and cell phones. I left a message, but she didn't call back, even though I told her she could call me later than is normally polite. I finally just emailed her with a couple of questions before I went to bed. This morning I went through my order, which had gone up to nearly $200 worth after looking through the new catalog online. After looking everything over, I have decided that I really don't need any of it and probably won't use it. That is what happens when a rep leaves a customer waiting too long. I could understand her being on vacation, although I was surprised that she never checked email till she got back. But to say she was going to call and then not follow through was the deal breaker.

My point to reps: when customers feel like you don't care about their order, you lose them as a customer.

2nd UPDATE: She called this morning, so I am relenting on my hard stance. I'm not an unreasonable customer, especially if the rep is actually trying. I just felt like I was being ignored, forgotten, whatever, and my business wasn't important to her. Still, because I am an impulse buyer, my order probably won't be nearly as big now that I have had time to think more about it.

********************************

A week ago I left a message for a stamp party rep, letting her know I wanted to place an order. At the time, it was for about $85 in products. That is a relatively small order for me. Usually I order more because I love stamps. My rep never got back to me so I left another message for her yesterday. Still no return call. I emailed her tonight, too, but it was late. I am hoping that she checks her email even if she doesn't return calls, so perhaps I will finally hear from her this weekend.

But since this is the second time in a relatively short time that I am being forgotten or ignored by my rep (last one was the rep for your competitor's company), I am wondering if this is a common problem. I am not a difficult customer. You get me a catalog, I pick out my order, you tell me the total with tax & shipping, and I pay you. And then I order again later. I get my friends to order with me. It's a mutually beneficial relationship.

I am an impulse buyer. If you are ready to take my money when I want buy stuff, we are both happy. If I have too much time to reconsider, my order tends to shrink. I start thinking, "I don't really need that....."

My order is now only a fourth of the size it was before, and if I have much longer to think about it, I probably won't be ordering at all. At least not from you.

Ignoring me when I am ready to spend money really doesn't benefit either one of us, although it is definitely easier on my wallet.


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SDeven
Love Letters Pea

PeaNut 65,852
January 2003
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Posted: 6/22/2013 1:00:11 AM
I hear ya. Does she not have direct online ordering?






mandalika
BucketHead

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September 2011
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Posted: 6/22/2013 3:49:06 AM
Totally agree. I don't think it matters how big your order is, it all add up. If they concentrate on one person who spend $200+ once rather than 10 people who spend $40 every other month they will loose that business and in the long run the 10 people are much more profitable and valuable.

I recently tried to contact customer service for a company well known for their lack of it. Seven messages later and I still have no reply. Will I be spending more money with them? Absolutely not and I am happy to tell anyone who will listen about the bad service I got which makes me think I don't talk enough about it when I do get good service.



Loydene
AncestralPea

PeaNut 997
July 1999
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Posted: 6/22/2013 9:41:38 AM
I will add to your inquiry... if you don't mind!
Why -- if you direct me to an on-line ordering process -- why does the price have to "filter" through the consultant? If I'm ordering direct, let me pay the "direct" price!

jrshapiro
PeaAddict

PeaNut 226,382
October 2005
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Posted: 6/22/2013 10:10:52 AM
so frustrating - I feel your pain!



triciaromo1123
BucketHead

PeaNut 480,632
September 2010
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Loc: Silverdale, WA

Posted: 6/22/2013 10:27:03 AM
Oh wow! I've been in direct sales for a while and any order is important to me whether its $5 or $50!! That's defiantly not good customer service at all some people are just not made for sales and service. Every customer should be important to you.


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fitandscrappymomma
PeaNut

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Posted: 6/22/2013 10:36:21 AM
Not cool! Perhaps she is on vacation?

princesspaperlover
PeaAddict

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February 2008
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Posted: 6/23/2013 12:01:30 AM
Wow! I am a SU demo and am now trying to move from a hobbyist demo to making a business out of it and that's shocking that she would not respond. If she's out of town, she should let her customers know. Crazy! Hope she has a very good reason for her lack of service, like perhaps illness or something.


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Scrapn Nana
PEAring through my camera lens

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August 2006
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Posted: 6/23/2013 2:27:02 AM
I don't like online ordering. I could try ordering through her site, but I would rather not. Never had to before.

My email came back as undeliverable due to the server not responding for too long. It had been sent at least 30 to 36 hours before.

Nothing on her website or calendar lists her being on vacation, but I don't know if I would publicize something like that, so she could be.

I assumed the number I was calling was her cell phone, but it could be her home phone. I would think she would respond even if she were on vacation if it were her cell.

I have started to wonder if she was suddenly taken ill, or in the hospital. To not respond at all just seems kind of weird. However, if it is a cell phone used solely for her stamp business, then she might leave it home if she were on vacation or in the hospital. I will try emailing and calling one more time, but if I don't hear back from her, I guess I will try finding another local rep. I don't like switching reps, but I also don't want to wait forever, either, even if her silence is for an understandable reason.


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Gail OH
Ancient Ancestor of Pea

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Posted: 6/23/2013 9:44:59 AM
Could she be on vacation ?


Gail

Scrapn Nana
PEAring through my camera lens

PeaNut 272,954
August 2006
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Posted: 6/26/2013 7:04:33 AM
Updated original post.


My Scrapn' Blog

Photographers are violent people. First they frame you, then they shoot you, then they hang you on the wall; but if you're real good, they will scrapbook you!

AngelJunkie
You Wanna Peas of Me?

PeaNut 45,810
August 2002
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Posted: 6/26/2013 8:44:50 AM
I totally agree re buying from consultants, no matter the product. I don't use when-I-feel-like-it consultants.

There's too many consultants out there doing a bang-up job to put up with that.

Don't go on vacation without letting your customers know. I'm not saying you should advertise an empty house, but consultants usually have a distribution list.

Email customers you will be out of contact and suggest online ordering for those who can wait and suggest a down-line/up-line connection for "emergencies" .


Lois

knitwitrosie
PeaNut

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January 2012
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Posted: 6/26/2013 11:14:35 AM
I'm both a SU! and Thirty-One Gifts consultant and I would NEVER leave a customer hanging like that! I make it a point to respond within hours of the initial contact... not even days. It's just bad business to treat customers that way, and quite honestly... it's rude! Hope it doesn't sway you away from purchasing from a different rep in the future.



treyaut
StuckOnPeas

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June 2009
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Posted: 6/26/2013 11:18:58 AM
That would be one order she'd miss out on. Poor customer service, lack of accountability and communication in my opinion, means I should take my business elsewhere.


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