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This 84 message thread spans 3 pages: 84 ( [1] 2 3 > >     
Most annoying little things about e-commerce
Pet peeves that drive you up the wall

 5:45 pm on Oct 28, 2005 (gmt 0)

1) Email says: "Where is my order?" You check and check, and then learn customer actually bought from another site. What a time waster!

2) Email: "if I order, how long will it take to get my stuff?" Customer doesn't say where he lives or what product he wants.

3) (mentioned before here): "send me a catalog" tho we clearly say we don't have one.

4) People who phone our 800 number with indecipherable foreign accents and proceed to order at the speed of a tobacco auctioneer. Why is it that so many people who can't speak understandable English, don't seem to know it? (you'd think the 4th "can you repeat that" would tell them something)

5) Phone orderers who feel everyone knows how to spell their name and address. If you live on Pterodactyl Lane in Ypsilanti, then spell it

But I'm probably the only one with any e-commerce peeves, right?



 6:08 pm on Oct 28, 2005 (gmt 0)

I think to get rid from these problem you should look for outsourcing, the outsourcing companies are well capable to tackle these problems in their field.


 7:02 pm on Oct 28, 2005 (gmt 0)

My favorite is when a website says it takes 1-2 days to process an order and people select 2 day shipping. Then get made because they didn't get it till 3 days later.

Did they really expect that the shipping method choosen changes the amount of time it takes to process the order?


 7:06 pm on Oct 28, 2005 (gmt 0)

The guy on the east coast who placed an order when he got to work and calls a west coast company at 8:01 AM to say "When is my order going to ship? I've been reloading the order status page every 18.3 seconds since I placed the order and it still says pending."

The guy who sends an email to service@store. Waits for 12 minutes, sends a second email with a subject line "SECOND REQUEST". Waits another 7 minutes and sends another email with a subject "THIRD AND FINAL REQUEST BEFORE I CALL THE CREDIT CARD COMPANY".

The lady who sends an email to service@ from abcdefgh@aol with no subject line and a message that just says "did it ship?". No name, no order number, the email address doesn't match anything that you have because it was typed incorrect to begin with.

The guy who files a chargeback and when you call to ask what the problem is he says "oh, yeah, now I remember ordering that. I figured it was easier to just dispute it with the bank rather than calling your toll-free number next to the charge that I couldn't remember"

Boy am I happy to not be on the phones or email anymore!


 7:40 pm on Oct 28, 2005 (gmt 0)

When a major electric utility in the hurricane devastated southeast US publishes their phone number incorrectly in the phone book, and uses yours instead.

If I could only sell electricity I would be rich! sigh.....


 7:58 pm on Oct 28, 2005 (gmt 0)

Man, I could fill a book of my pet peeves. Here are a few:
1) They enter the incorrect billing address for the credit card. We changed the form to read Credit Card Billing Address, no change.

2) They live in an apartment and don't put down an apartment number or suite number or lot number the list goes on. Our system kicks them back to us if they don't enter the correct shipping address.

3) Many like stated above (if I order today when will I get it), Order what and to where?

4) Are your wholesale prices your wholesale prices?

A friend of mine had this discussion a couple of weeks ago. He thought there was something in the water. I figured that when we started the on-lines businesses, you had to cough up at least $1,500 for a computer and only people that were serious could or would drop the cash.
Today, everybody and their brother sells $300 desktops and now there are millions of under educated people banging on our sites.


 8:05 pm on Oct 28, 2005 (gmt 0)


A customer asks why we did not email the tracking number, but they never gave us an email address when they ordered, or gave one with an error.


 8:39 pm on Oct 28, 2005 (gmt 0)

My favorite is: Who is the manufacturer and what is their contact info?


 8:47 pm on Oct 28, 2005 (gmt 0)

>>>Who is the manufacturer and what is their contact info?

We get that about once a week, and you just know its the purchasing department of a giant retailer trying to cut corners.


 8:58 pm on Oct 28, 2005 (gmt 0)

When a major electric utility in the hurricane devastated southeast US publishes their phone number incorrectly in the phone book, and uses yours instead.
If I could only sell electricity I would be rich! sigh.....


Generators, flashlights, candles... man how I would love that. :)

I'd probably be mad and have my own number changed before that came to mind, though. :(


 9:18 pm on Oct 28, 2005 (gmt 0)

>>>I'd probably be mad and have my own number changed

Seems to me you could file a suit and get compensation for lost productivity and costs related to changing your number. Think of stationary, invoices, mailing out new number, business cards and on and on.


 10:03 pm on Oct 28, 2005 (gmt 0)

These are my peeves..

- An order is placed using a stolen credit card. The actual credit card holder calls up, explains that the charge was fraudulent, and receives a full refund. Then we receive a chargeback for the same transaction even though it was refunded!

- Voicemails left after-hours on our toll-free number that are just breathing sounds. I don't think they're just "waiting for the beep" because these often come in groups of 2 or 3 calls from the same number.

- Customer places an order for a product that is delivered via email... using an email address that, for whatever reason, doesn't accept incoming emails.


 12:35 am on Oct 29, 2005 (gmt 0)

People who don't read the product description and email a question that can be easily answered by reading the product description.


 1:59 am on Oct 29, 2005 (gmt 0)

I am sure I bought this item from your site. They didn't.

'nuff said


 2:08 am on Oct 29, 2005 (gmt 0)

I'd probably be mad and have my own number changed before that came to mind, though. :(

Actually I have promised a $100 bonus to the first salesperson on our staff that can turn a wrong number into a sale. Hasn't happened yet, but we keep trying.

It is not practical to change the number since we have printed it on over 100,000 direct mail pieces. It is also not practical to try and sue for damages since it would be more effort to calculate the damage that it is to simply tell the people what the correct number is.

Besides it gives the salespeople another opportunity to bonus :)


 2:09 am on Oct 29, 2005 (gmt 0)

When a major electric utility in the hurricane devastated southeast US publishes their phone number incorrectly in the phone book, and uses yours instead.
If I could only sell electricity I would be rich! sigh.....

In addition to offering them a "deal" on a great generator for only $2199, you could remind them that you are making up for the loss of power by only billing them at 50% of their average bill until power is restored. And that you are waiving the standard $10 service fee for this phone call.

Peter Cornstalk

 4:58 am on Oct 29, 2005 (gmt 0)

I have little website that sells 1 item and it is not my main business site. I really don't care if I sell anything from this website, it is more of a placeholder than anything else.

So this guy didn't even buy anything yet and he emails:

Potential Customer:

please forward a users manual if you can to

John Doe
555 Oak Street
Cleveland,OH 55555


(Name and addressed changed, but it is exactly how he typed everyting else. I read it too fast and didn't see the address or it didn't register that someone with a computer would actually want a small manual mailed to them.)


Here ya go.

(I attach manual in Word & PDF format.)

Potential Customer:

I don't print manuals ....

Thanks anyway.

(So I see this and I am totally confused as to what he is talking about. I look at the old email and see he put his address in there... so I put 2 and 2 together and I see he wanted a hard copy.)


We don't print manuals either.

Your welcome.

(Ok, so I jabbed at him a tiny bit, but I almost wrote, "Do you print your emails before you read them?") :)

Potential Customer:

e commerce......

Lost more money than anyone in the shortest period in the history of mankind with customer N attitudes just like yours.

(That is exactly how he typed it too.) :)


 1:42 pm on Oct 29, 2005 (gmt 0)

Who is the manufacturer and what is their contact info? - You may laugh but when I was in the toy businaess an major toy retailer in teh UK, listed all of their suppliers details by teh product.

So, if a toy was selling well in the shops all I had to do was go to their site and look it up. DOH!

Boy am I grateful to these guys.


 2:09 pm on Oct 29, 2005 (gmt 0)

My pet peeve is about lame wholesale sites. I'll look all over for a wholesaler of some hard-to-find widget and finally I'll find one. I email them a query. Then they don't ever bother to answer. Or they have up on their site "No order too small! Really! Just ask us!" And in response to a query about 25kg, they will say, "We don't supply less than 500 metric tons." Or the site says they have red, blue, and green widgets. You're overjoyed. Then they email you back that they don't actually sell widgets anymore, and "Yeah, we should change the website." Two years later you come across the site again and it still says exactly the same thing. Just plain lame.

My other pet peeve is about competitors who steal my content. Recently I caught one and she said she should be allowed to keep on using it because her mother was sick.


 3:27 pm on Oct 29, 2005 (gmt 0)


funniest thread ever. glad im not alone

i get driven crazy by the "when will my order arrive" emails, but the worst lately was a lady whose order i credited on her request. I sent her the reciept, and she wrote back angrily another 4 times saying "where is my credit?" I replied to her each time, but on the last ended it with "Maybe you could check your email... i think your inbox might be full?"

Had another person threaten me with legal action for non-delivery, only to find out that his secretary had taken the parcel and stored it away some 2 weeks earlier.... er...


 4:02 pm on Oct 29, 2005 (gmt 0)

We had a guy order the same product twice. The orders were placed three days apart, but somehow it was our fault.

He claimed that our shopping cart must have billed him twice because he double clicked on the submit button. Despite being told the orders were dated three days apart, he insisted it was our error.

We gave up and refunded his money when he returned the extra product.

Automan Empire

 11:24 pm on Oct 29, 2005 (gmt 0)

Turning to a different slice of the ecommerce pie...

As a webmaster:
Providers who are quick to email back and promise the moon BEFORE the sale... even to the point of saying it will take ONE DAY to get your site up and selling!
Then after you send the fat check, the emails start getting returned sporadicaly, if at all. Also, you discover that they must have meant JOVIAN days, not earth days.

As a customer:
Order today, ships today! A *huge* online computer store should not be 0 for three on this promise! If they simply said it would be a day or five, I'd be okay with it!
(Different)Huge Online Computer Store- spend over an hour looking at all 140 machines in their "outlet" store, choose refurbished one that is about $40 off new, then at checkout find shipping and handling will be $160! (I added to their abandoned shopping cart stats that day!)


 1:52 am on Oct 30, 2005 (gmt 0)

We're number one on Adwords for a few major manufacturer names. We get all sorts of calls where the people think we're the actual manufacturer.


 3:38 am on Oct 30, 2005 (gmt 0)

that reminds me of another, which we get every day:

"Can you advise me of a local retailer stocking your products? Im in blah blah"

Peter Cornstalk

 4:09 am on Oct 30, 2005 (gmt 0)

I get those too. :)

We had a guy that ownes a Ford dealership on the East coast order some products and I talked to him and my partner talked to him. It was on his AMEX and shipped to his dealership.

He calls AMEX and tells them he didn't authorize the charge and they see it his way. He never even contacted us about it.

So the guy is a big wheeler and knows the system and is trying to get something for free.

My partner keeps calling his dealership over and over and keeps getting bogus excuses about him not being there and all and finally he gets him on the phone and the guy says he didn't remeber ever buying anything from us and starts yelling and cussing.

My partner yells back and tells him that we know how to market and we also know how to anti-market.

We got a check in the mail that week.


 9:44 am on Oct 30, 2005 (gmt 0)

what do you mean by 'anti-market'?


 3:45 pm on Oct 30, 2005 (gmt 0)

My pet peeve is high maintenance customers. They cost us both time and money.

What really gets under my skin is the customer that doesn't even know his/her own correct mailing address. Even more frustrating is we use to occasionally get a customer that would give us the wrong mailing address a couple of times...what a waste of money for us. Now when a customer's order is returned to us as "undeliverable to the address given"...we simply refund their purchase and refuse to re-ship it.

My absolute biggest pet peeve is the unreasonable and rude customer. Like nasty emails because their order is one day late. With these types we make it very difficult for them to order from us again by blocking their credit card and orders placed in their name and address. We are the primary supplier for a product within a certain industry... how quickly they change their tune after we send them an email notifying them they are no longer allowed to purchase from us.


 5:34 pm on Oct 30, 2005 (gmt 0)

anti market - To slate them. I think thats what he means.

Reminds me of this woman that I shipped to in the USA she moved before the order got to her and she wanted to know what we wre going to do about it...

err nothing, which was my exact reply.


 8:17 pm on Oct 30, 2005 (gmt 0)

These are always fun (got this email about 10 minutes ago) :


He wants to buy...no matter what we're selling. :)
But these lame scams are more humorous than annoying.

[edited by: lorax at 1:22 pm (utc) on Oct. 31, 2005]
[edit reason] removed email excerpt [/edit]


 3:10 am on Oct 31, 2005 (gmt 0)

My first post after lurking for a many weeks
Great thread - Great site.

I had a new competitor copy [total cut and past}my site, and in
the shipping info for big ticket items I give my 800# to call for an install or freight quote. Yup he copied that too and low and behold I get a call for 8K worth of equipment and a quote - I of coarse ended up with the sale and he ended up with my lawyer.

This 84 message thread spans 3 pages: 84 ( [1] 2 3 > >
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