scrapnnana
Drama Llama
Posts: 6,147 
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Post by scrapnnana on Sept 4, 2019 0:18:55 GMT
When you have a problem, what do you consider a reasonable response time for a one person business that you can only contact by email?
No money has actually changed hands.
The website says to expect one to two days for a reply, but it has been just shy of a week with absolutely no response to emails asking for help with an order that somehow went wrong. Part of the week of no response was a holiday weekend.
At what point would you decide it is just not worth the bother?
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joyfulnana
Pearl Clutcher
Posts: 2,837
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Post by joyfulnana on Sept 4, 2019 2:22:38 GMT
If it was me, I would send a follow up email in case the first one got lost in the shuffle of the holiday. Good luck getting it resolved!
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Post by mom on Sept 4, 2019 2:46:52 GMT
I would send one more email and also try to reach out over FB/instagram. After that, I'd move on.
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Post by joblackford on Sept 4, 2019 4:12:12 GMT
Yes, I agree. I would try again, in case the email was missed somehow. It's quite possible that a one person business would have slower responses over a holiday, but it's not unreasonable to try again (and I'm saying that as a sole proprietor myself). Hope you get a response this time.
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scrapnnana
Drama Llama
Posts: 6,147
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Post by scrapnnana on Sept 4, 2019 16:32:08 GMT
I tried reaching out to her on Facebook. There seems to be no way to message her there, and when I tried to post directly on her page, it disappeared. On Facebook she states to email her. On her site she states to email her. No phone listed. There seems to be no way to contact her other than by email.
I emailed her 5 times last week, although 3 of those were following up the first as an effort to clarify the problem that I was having, and were all on Wednesday. The 5th was one last attempt on Friday prior to the holiday weekend, in case she hadn’t seen the first 4.
I emailed her again this morning. It’s officially a week since I first emailed her, although between the holiday and a new school year, I am wondering if I will ever hear back from her.
Since my payment never went through, I have not actually lost anything (except patience).
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gramma
Pearl Clutcher
Posts: 2,906
Location: Sacramento, Ca
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Post by gramma on Sept 4, 2019 16:55:49 GMT
I'm so sorry to hear this. They have great files. But service is service.
What did you try to order?
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scrappington
Pearl Clutcher
in Canada
Posts: 3,139
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Post by scrappington on Sept 4, 2019 19:14:02 GMT
Is it possible she is on vacation
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scrapnnana
Drama Llama
Posts: 6,147
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Post by scrapnnana on Sept 4, 2019 19:24:14 GMT
I was mostly interested in box cards, but since she was having a good sale, I decided to order some other things, too.
Do I need any of it? Nope.
Her lack of response has saved me $45, anyway, although I would have been happy to support her. Now, not so much.
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scrapnnana
Drama Llama
Posts: 6,147
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Post by scrapnnana on Sept 4, 2019 19:59:07 GMT
Is it possible she is on vacation I wondered that, too, but she took time to post on her website last Friday that her sale was being extended. |
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Post by joblackford on Sept 4, 2019 20:33:22 GMT
Eh, I would let it go. If she writes back with an excuse at some point you can see how you feel about completing the purchase (although it sounds like it won't be discounted by then). But I would probably see it like you said, you've saved some money on stuff you didn't need. I have pretty low tolerance for that kind of thing.
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scrapnnana
Drama Llama
Posts: 6,147
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Post by scrapnnana on Sept 4, 2019 21:47:35 GMT
Thanks for all your comments. I agree that it’s time to just let it go. I’ll post if I hear back from her, but I mainly wanted some feedback to figure out if I was expecting too much or being too impatient.
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Post by artisticscrapper on Sept 5, 2019 4:13:44 GMT
Usually if the owner or whoever answers email is on vacation and will be unavailable they post it on their website. But then again why would someone pick that time to start a sale?. Not getting back to someone after a week’s worth of follow up emails is just bad business. Don’t want my money? Okay I’ll shop elsewhere.
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gramma
Pearl Clutcher
Posts: 2,906
Location: Sacramento, Ca
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Post by gramma on Sept 5, 2019 16:37:33 GMT
This is just so out of the norm for this site. I've been a customer for years and only had one problem (similar to yours by the way) that was cleared up quickly. I think most of the traffic on the site is automated.
Anyway - I sent an e-mail yesterday letting them know that you had a problem, that you had gotten no response to several e-mails and that you were sharing your frustration on a scrappy message board.
I got a reply this morning - She says she is a one woman show and is having a tough time keeping up on e-mails. Since I have her attention if you want to send me your order number I'll send it to her.
Or - just forget it. I know you are frustrated. I would be too
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scrapnnana
Drama Llama
Posts: 6,147
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Post by scrapnnana on Sept 5, 2019 17:22:05 GMT
UPDATE:
While I received no actual reply from her, I did get a PayPal request last night that allowed me to pay her, so I did.
It was late when I saw the email and made the payment. I figured she would need time to make them available for download. I went online this morning to check if the files had been made available for download, and they had been.
The only hitch was that in the download section there were 39 downloads, and I had paid for 42. I did find them in a slightly different location of my account, though, so I was able to download all of them.
gramma, thank you for telling me that this was an unusual situation. Even more, thank you for emailing her on my behalf. I think it is interesting that she responded to your email, but not to any of mine. However, I am grateful that this issue has been resolved. I feel that your email made the difference.
She has now been paid, and I have downloaded the files, so this is a win-win for all.
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gramma
Pearl Clutcher
Posts: 2,906
Location: Sacramento, Ca
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Post by gramma on Sept 5, 2019 17:27:52 GMT
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scrapnnana
Drama Llama
Posts: 6,147
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Post by scrapnnana on Sept 5, 2019 19:59:29 GMT
Those are cute cards, gramma! I bet the soldiers loved getting them.
After I posted here earlier this morning, it occurred to me that I had not checked my spam folder since yesterday morning. Apparently she did email me last night and apologized.
Anyway, thank you again.
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JustTricia
Pearl Clutcher
Posts: 2,827
Location: Indianapolis
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Post by JustTricia on Sept 5, 2019 20:06:57 GMT
I received one of the frogs from you! It was adorable! |
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gramma
Pearl Clutcher
Posts: 2,906
Location: Sacramento, Ca
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Post by gramma on Sept 5, 2019 20:57:04 GMT
I received one of the frogs from you! It was adorable! I loved making those frogs! |
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