Is it just me ... ?

[Sue F]

Starting up in business ... don't get me wrong 99% of the time I can't believe how lucky I am to have the chance to work for myself, from home doing something that I enjoy.

I've chosen three bedding suppliers to start off with because of my mini setting up budget and the fact that they all have minimum order limits ... fair enough.

All the suppliers work on a proforma basis for new customers so everything is paid for up front ... again fair enough.

Supplier number one ... complete order received except for two blankets and they gave me a date that they will be expected in so I can re order them ... gold star.

Supplier number two ... all but one cot quilt received but after two weeks of chasing this up I've just been told that the line is being phased out and I won't be getting the quilt. Would it not have been sensible to mention this to a new customer ordering her first batch of products? I now have to send back the remaining 3/4 of the set.

Supplier number three ... my personal favourite.
Received 3/4s of the order ... no delivery note and no idea whether the remaining 1/4 was on it's way or not.
Phoned the supplier ... two of the missing items were listed as dispatched and there was no news on the rest.
Had ordered 6 boxed gift sets ... of the four that arrived two were crushed.
Sent back the two damaged gift sets and still haven't been compensated for the recorded delivery charge.
Received replacement boxed gift sets along with two of the items missing from the order in a huge box ... no packing ... slightly damaged again ... have decided to put this down to experience and not to buy any more gift sets!!
Three weeks, and five phone calls later, I have finally managed to get the news this afternoon that all but two cot quilts from the missing items have been sent today.

I am baffled by the standard of customer service out there ... especially as I'm a new customer with a large spending potential.

When I say I'll look in to something I look in to it.

When I say "I'll phone you back with an update" that's what I do.

Is it just me? Surely not!

I'm big on internet shopping and have to say that the net retaillers I've dealt with are spot on ... is it just suppliers? Or have I just been unlucky?

Here endeth the rant

 

[TechFox]

How do you market your business?

 

[Bouldr]

Many suppliers seem to treat their customers in different ways based on their importance to their business. Maybe what you are seeing is that as you are a start-up, you are given second place to the larger accounts that the supplier provides for.

Maybe a good tactic would be to drop those under-performing suppliers, and find replacements for them. Once you have a larger market share, and can place larger orders, I'm sure that those suppliers will get their act together!

Of course, if they are just completely useless, then you might be better just steering clear altogether; a bad supplier can make your business look unreliable.

 

[Sue F]

Hi Techfox ...

I'm lucky as my mum in law has a successful affiliate based childrens shopping directory which gets in excess of 350,000 unique visitors per month plus I have an affiliate based baby information and shopping directory, although I only get a few hundred visitors per month.

My mum in law is going to feature links to my nursery bedding ... as soon as I actually have stock to sell and I'll be linking to the site from mine too.

I've built up a few contacts through my affiliate directory work and I'm going to try to get a link featured on as many decent sites as I can find.

Hi Bouldr ...

Funnily enough the worst culprit is a Manchester based company ... perhaps you could pop round and sort them out for me ... just kidding.

To start with I was struggling to find suppliers who were prepared to deal with a retailler who is web based only and I couldn't afford to be picky but I've found three more now so I will certainly be shopping around.

Your advice makes good sense ... thanks.

 

[little_stork]

Hi Sue,
I totally agree with you the number of wholesalers i have contacted on many occasions to get price lists etc is unreal.

Think of the amount of business they are missing!!!!

What lines are you selling??

Sounds like you have some good grounding and advice from mum in law.
I am totally on my own making my own mistakes and paying for them!!!!
Best Of Luck
Little_ Stork

 

[Sue F]

Hi Little Stork ... sent you a PM

 

[ukanalyst]

Hi Sue,

I think the underlying problem is that some of the companies you deal with are manufacturers who have branched out into outsourcing.

I work for an outsourcing business solution provider, and our clients see it all the time where they have shifted from using a middle man, who ordinarily takes all of a manufacturers stock and passes it on to third parties, to going to the manufacturer direct and encountering the problems you have had.

I wouldn't advise to stop using a middle man until these manufacturers-come-despatchers get a bit more experience.

Hope this helps - just don't get me started about manufacturers who have moved into drop-shipping - one of my current headaches.

Regards

Chris