Forums Ask BookSense.com Forum 09/28/2004 14:10 Customers Irate over - Bob Sommer 10/05/2004 10:35 Re: Customers Irate over - Len Vlahos 10/06/2004 14:11 Re: Customers Irate over - Maryelizabeth 10/21/2004 10:43 Re: Customers Irate over - Carla Jimenez 11/01/2004 08:25 Re: Customers Irate over - Jim Huang 11/04/2004 10:00 Re: Customers Irate over - Len Vlahos Date: 09/28/2004 14:10 Subject: Customers Irate over Author: Bob Sommer I love our booksense.com website. We're getting lots of hits and more orders are starting to come through. However, with this added traffic come some unhappy customer experiences. Most recently we've had a couple of customers order books with special order status. I think the term special order has a different meaning to customers than it does to us in bookselling. They seem to see it as an indication of our willingness to order the book for them and have no clue that it really means Warning! -- this book may be difficult to find and even if it is available the price may be different than the one you're looking at on the screen. While it is true that all of this is carefully explained in the special order hyperlink, the customers either don't click that link (because they don't see any reason to) or don't read what's printed there. Suggestions: Change the special order designation to something that indicates possible problems ahead like caveat emptoror hard to find title or something indication caution/problems. When a customer puts a special order title in their cart, popup a warning or link to an intermediate page with the conditions they should be aware of before continuing. If they do order the book, the auto-response confirmation they receive should note strongly that they have ordered a title that may not be easily obtained or ... That's more than enough for one posting. If you've had similar problems or if you have suggestions, please respond. And to the staff at booksense.com, you rock! [ This forum is read-only, please visit our new forums ] [ Back to thread list ]