Order didn't arrive

[AlanP]

Have phone through my query today, but I am not happy with the answer.

This is the 2nd time you have let me down with your bungled deliveries!

I put my order in on the 18 th December at 3:15pm which is before your 4pm deadline, I quite understand that I would not get my delivery the next day as the next day was a Saturday.

But I was expecting it on Monday as the email I received from you to say the order had been dispatched was dated Saturday December 19 th, in the past I have always been quite happy with you guys, but more recently I am getting dismayed.

My order Ref is EC1195462

I order all the IT supplies for the company where I work, but now I am going to have to start shopping around unless you can guarantee that this does not happen for a 3rd time?

[tystar]

The best way to place a order to Garantee next day delivery without paying extra for the privalige is to call the sales line before 4pm.

Unless you requested next day all orders are despatched on a 2-3 days lead time.
however they will try and accomodate next day where possible.

The email you would have recieved on saturday should have also had city links tracking details allowing you to see if your order was out for delivery today or not.


I do not work for Aria (anymore) but this info should still be the same.

[Aaron]

I would imagine that it was just that City Link picked it up from Aria on saturday, and so as far as Aria was concerned, it had left their warehouse.

However, because you didnt pay for saturday delivery, citylink wouldnt have processed it any further than that, until the next working day, which would be monday. Basically, if you order it on a friday, and you dont get the dispatch email on the same day, you can pretty much bank on a tuesday delivery, unless you pay for a saturday service.

[Funlester]

According to City Link you received your order today at just gone 10 am.
Please can you confirm this as if not then I will look in to it a bit more for you.

[marsey99]

with the weather i would imagine it might be late today

damn you global warming, err wait that dont sound right...

[Richard Meps]

I put my order in on the 18 th December at 3:15pm which is before your 4pm deadline,

I put mine in two days before that at 3:14pm and its still processing, but I will put the info in its own thread.

[DoubleTop]

customer service should spot this and get in touch with you, if they don't then call them. With the current state of the country with the weather, expect delays. Processing may mean picked and the courier couldn't get to the pickup.

DT.

[marsey99]

i dont think you should be sending out "order processed" emails till citylink pick up the order. this happened to me the other week and i spent a day home waiting only to find out that it was still sat in your place coz city link was only going to pick it up on monday

[DoubleTop]

I'm not 100% sure on the processing 'states' from Aria, but I would assume that processed means that the money has been successfully taken from my card, and then a new email to say order dispatched. If this isn't the case (I've not ordered for a while), then I'm sure we can put a "comment card" in to the relevant people.

All I'm saying is, be patient at the moment, we are all under the cosh with the weather and all businesses are affected.

DT.

[tystar]

It has been requested a number of times to change the way the Order Status reads..

Personally i dont believe the powers that be know how to change it and as such at lot of customers get let down as they dont know when to expect the order.

All I will say is that if a customer has a urgent order or needs a order for a perticular day then best phone the sales line and have it processed straight away. That way you know when your getting your delivery.

The prices over the phone are still the same as the website too.

[DoubleTop]

It has been requested a number of times to change the way the Order Status reads..

Personally i dont believe the powers that be know how to change it and as such at lot of customers get let down as they dont know when to expect the order.

All I will say is that if a customer has a urgent order or needs a order for a perticular day then best phone the sales line and have it processed straight away. That way you know when your getting your delivery.

The prices over the phone are still the same as the website too.

as a starter, maybe that phrase should be inlcuded at checkout stage?

DT.

[tystar]

I completely agree, This was always a issue when I was there.
Maybe Gibbo can add something to the website. I know the Guys in sales wouldnt mind a few extra orders over the phone too

[Aleksandr]

I know in the past when i have ordered from aria i have had the goods i ordered in my hands and the website has still said processing, or something like that, certainly didn't say dispatched anyway.

Only time i have had trouble like this is when i ordered something online and the stock info wasn't live and what i ordered was actually out of stock even though it wasn't showing as such.

[marsey99]

this end you get a payment confirmation off the bat, then once the order has been picked and is ready for cl to pick up/deliver you get another but you can get this and cl dont pick it up from you and thats when this conffusion starts.

in the past if i have had the 2nd mail the stuff is here the next morning, but i think over the weekend you still send out the 2nd email but cl only pick them up on the following monday and you are left with a tracking # thats not in their system yet but you are under the impression that aria has sent it out.

does that make sense? iv got a cold and have a great pain killer combo going on atm

[tystar]

Yeah I know what you mean...

IMO The order status should go.

Processed - As soon as payment taken
Pick/Packing - Says it all
Dispatched - When CL HAVE collected
Completed - Once Delivered

The powers that be know the issues and what causes customers not to re order from Aria but they usually have other issues that they find more important at times.