For a guy who runs an ecommerce company, I don’t do a tremendous amount of shopping online. I guess I don’t really do a tremendous amount of shopping in general.
One week ago, I placed four orders within one hour. It has been an interesting test…to say the least.
#1. I couldn’t log into my account. I opened a new account. I placed the order. No confirmation email ever arrived. Two days later, I tried to log into the new account to see if everything was ok. The new log in didn’t work. I called customer care. The message said they were swamped and not taking any telephone calls. I emailed them and to their credit, they responded quickly. My order had been received and already shipped. I received no shipping confirmation. But, the next day the order arrived perfectly. In general, the products look great. I have to return one item as the Large shirt is about the size of a 2XL. Hassle ahead, I’m sure. Grade: C
#2. Perfect experience. Confirmation email. Shipping email. Products arrived. They look great. Thank you Prep Sportswear. Grade: A
#3. Product problems, credit card problems, communication problems. Now I’m sure I’m about to face return problems. Grade: D
#4. Great ordering experience. Great communication. But, it is taking forever for the order to get here. Have you ever heard the slightly crude expression “going around your ass to get to your elbow”? The shipment is via Fed Ex from Jacksonville, FL to Charlotte, NC. The order leaves Jacksonville and goes to Ohio?????? Then it goes from Ohio to Charlotte. OK, almost home. But wait! It leaves Charlotte and heads 100 miles north to Greensboro, NC?????? It then sits in Greensboro for 2 says. Now, allegedly, it is heading back to Charlotte. Crazy. Grade: Incomplete. But I have a bad vibe. We’ll see.
As an ecommerce executive, it is clear to me that our industry has a long way to go. Small and mid - sized companies have a long way to go with their technology and user experience.