model shop rant

[Mslater]

Fortunately I have a local dealer and don't have to rely on web orders. I can normally get everthing I need the next day if it's not already in stock.

Because I get a good service I have no need to go elsewhere and on the odd occasion where items are more expensive than on some websites I ignore it due to the fact that mostly items are the same price, sometimes cheaper but no carriage.

Most of all though it's service, help etc - that keeps me going back. You can't really build loyalty on a website without trying exceptionally hard. Web ordering is usually price driven. The dealer needs to make a profit whilst maintaining the lowest price possible.

I'm fairly certain that a dealer who has an exacting, live stock control system will either be very large or more expensive or both. For this reason stock control tends to suffer.

There should be a happy compromise, sometimes it goes wrong - thats just unlucky - The quality of the dealer should be judged by the resolution to the problem and their willingness to help fairly and not so much by a lacking stock system.

[spunkmyer]

I like to use my local LHS as I like to go in and chat and see whats new. I have noticed that when you visit a new LHS as they do not "know you" they seem to just want to take your money and deal with the next customer.

I have had bad service from two online retailers one of which is mentioned in this very thread but I have also had good service from others.

My best so far is from BRC Hobbies. I ordered two matched sets of escs and motors over the phone but they only had one 20amp esc in stock so they shipped 25amp ones instead for the same price and did not charge me P&P to apologize for the esc being out of stock. Now that is service and I have since placed other orders since.

[brin]

just an update i have had a very encouraging chat with the hobby shop who i might add have apologized profusely and are looking into the matter as it is there policy that when there is a stock issue and the order cant be completed they usually follow up with a call or an e.mail and if the part is still required it will be sent post free hopefully it wont happen again but human error will always play a part .even so its still bloody frustrating.

[RCCHOPPERSUK]

Having read all the above posts, I am glad to say that we have live stock levels on our website so no matter what time you visit our site, you can see how many of each item we have. I hope others follow suit...

Jake

RC CHOPPERS UK LTD - Radio Controlled Helicopter & Accessories - Specialist E-Flite Dealer

[Mart61]

I am glad to say that we have live stock levels on our website...

So do other stores that I have used, both heli and non-heli related. And yet still I've had several "We're out of stock" calls.

It can happen, especially if a seller trades via several means (online, phone, in store etc.).

[Ewan]

Two thoughts on this.

First - if it is you need the order to be sent out as one complete order then if the site has a notes area on the order placement pages then make sure you mention your requirement in the notes field.

Second, following on from Martin's point, having a web site that is always 100% up to date on stock levels not that difficult to achieve if you are only selling via the web, if you have a shop, accept orders by mail and phone then ensuring that stock levels are up to date in real time is pretty tricky. Trust me I know, I have been involved in ecommerce for some years.

At least the store responsible has appologised which is always a good thing.

I had an experience recently when I placed an order for something where the item was not in stock but I was not told and it was only when I phoned up after a couple of weeks I found out it was not in stock and not likely to be for a further couple of weeks, that annoyed me somewhat but it seemed that the item was out of stock across the country at the time.

[brin]

Two thoughts on this.
(1)
First - if it is you need the order to be sent out as one complete order then if the site has a notes area on the order placement pages then make sure you mention your requirement in the notes field.
----------------------------------------------------------------------------------------
on this point only reason to order from them was because they showed all items in stock.

(2)
Second, following on from Martin's point, having a web site that is always 100% up to date on stock levels not that difficult to achieve if you are only selling via the web, if you have a shop, accept orders by mail and phone then ensuring that stock levels are up to date in real time is pretty tricky. Trust me I know, I have been involved in ecommerce for some years.
-----------------------------------------------------------------------------------------
thats why they should inform you as soon as they find out they cannot
complete the order.

(3)
At least the store responsible has appologised which is always a good thing.
-----------------------------------------------------------------------------------------
yes and have done there best to resolve the issue.

(4)
I had an experience recently when I placed an order for something where the item was not in stock but I was not told and it was only when I phoned up after a couple of weeks I found out it was not in stock and not likely to be for a further couple of weeks, that annoyed me somewhat but it seemed that the item was out of stock across the country at the time.

----------------------------------------------------------------------------------------
thats why as in (2) they should inform you of any problems as soon as. at least then you are not left in the dark.

[robby_121]

shop calls after hours

As a new shop dedicated to Heli's I have started to divert my shop phone to my mobile after I leave which is normally between 5 & 6pm. Whilst I can not guarantee I can answer from the moment I leave to the moment I go to bed I do take calls in the evening. I am able to check stock from my laptop and con advise on a delivery time if it is out of stock> For Trex spares I can normally get it the next day. I want to grow my business and am doing this full time. There are many online only shops with fake stock indicators that operate from their bedroom. Sure the price may be lower but what happens when something goes wrong or you need help. Why not give me a try at www.southwesthelis.co.uk For those of you that know Geek...I have just sponsored him.

[brin]

As a new shop dedicated to Heli's I have started to divert my shop phone to my mobile after I leave which is normally between 5 & 6pm. Whilst I can not guarantee I can answer from the moment I leave to the moment I go to bed I do take calls in the evening. I am able to check stock from my laptop and con advise on a delivery time if it is out of stock> For Trex spares I can normally get it the next day. I want to grow my business and am doing this full time. There are many online only shops with fake stock indicators that operate from their bedroom. Sure the price may be lower but what happens when something goes wrong or you need help. Why not give me a try at www.southwesthelis.co.uk For those of you that know Geek...I have just sponsored him.

good luck with the shop but as and when you do get bigger thats when there is more chance that something will go wrong but its how you deal with it that will win or loose you customers.

[scallybert]

Second, following on from Martin's point, having a web site that is always 100% up to date on stock levels not that difficult to achieve if you are only selling via the web, if you have a shop, accept orders by mail and phone then ensuring that stock levels are up to date in real time is pretty tricky.

If your web-site works properly, I don't see that the other two are hard.

Telephone orders - the person taking the phone order enters it into the web system. ie pretty much just as if the customer were ordering via the web-site.

Check out for visitors to the shop - much the same. But delivery is 'collect in person', and the payment options are slightly different.

I'm pretty sure this is what a certain leading supplier does.

[robgt]

If you're setting up as a new shop, that would definitely be the easy way to do it, I agree

Cheers,
Rob

[Ewan]

If your web-site works properly, I don't see that the other two are hard.

Telephone orders - the person taking the phone order enters it into the web system. ie pretty much just as if the customer were ordering via the web-site.

Check out for visitors to the shop - much the same. But delivery is 'collect in person', and the payment options are slightly different.

I'm pretty sure this is what a certain leading supplier does.

If you are starting a new business then doing everything via the website makes a huge amount of sense and would be the way to go.

However, there are many businesses out there with many old systems in place that are not easy to replace without much cost and upheaval it is the established bricks and mortar operations that have been going for some time that most often have difficulties with getting their ecommerce systems to integrate properly with their existing systems.

However I agree with Brin, whatever the case if a supplier accepts an order from whatever channel, phone email, web, and then finds they cannot fulfil the order then they should make sure that they let the customer know asap.

[scallybert]

Quite - the 'clicks & mortar' ones that are effectively a shop wth a web-site bolted one can sometimes (or often) work really badly.

I sympathise with their predicament, but I'll generally avoid them unless they're the only people with something I really want. Then I'll need to want it badly enough to phone them up to make sure they really have it in stock, etc.

I hate phoning...