ordering online
A subject close to my own heart, as various past times I’ve been quite enamoured of (zines, crafts) have relied a lot on mail order products or me ordering them from overseas.
You can have all the design or the best product in the world but if you don’t communicate properly, I’m going to be a disgruntled customer.
Some things that I have struck (and please, feel free to add to this list if I’m missing things):
- Although hardly as common as when I first started to wield my credit card online, forms which don’t allow me to choose my country.
- A subset of this: forms which INSIST I must have a state, and usually a North American one is the only abbreviation which will do
- Sites which don’t make it apparent that they:
- Don’t ship outside North America or the UK
- Don’t automatically calculate international shipping but don’t highlight this - unexpected charges or being contacted about my lack of shipping payment can be annoying
- Need me to do something to add international shipping charges, but don’t let me know (esp. if it isn’t highlighted in the purchase process)
- Sites which don’t advise around separate shipments - i.e. part of my order is coming from HQ, but some of it is going to be shipped separately
- Companies who send form letters instead of customer service replies
- Or even, send me an automated reply that someone will get in touch but then no one ever does
- Sites that don’t give ideas around customer service reply or delivery timeframes
- Long emails sent about my account or order which don’t really provide me with any real useful details
Those are my most recent gripes - but I’m sure there are more, unfortunately. I can’t emphasise enough the importance of giving information and tips around the ordering and delivery process.
