Friday, July 18, 2014

The thing about shopping online

(From xlntelecom)

I am sure many of us buy things online these days. I admit I am a hardcore fan when it comes to buying things through the Internet. 

Of course there's pros and cons of shopping online (which I'll leave it to you to say) but I think this habits can get us addicted somehow ;)

I have bought many things online but mostly are like clothes, kids' stuff (even Aden's formula milk is from Babydash) and skin care products. Some to me are consider great, I mean their service, but there're also a few unpleasant experiences, like the recent one.

I ordered a lipstick from a girl who runs her online boutique via WeChat and Instagram. I bought facial mask from her before this and things went great. This time, I banked in money to her earlier this month and she told me the item will arrive within a week time.
But there was no updates from her after a week, I took the initiative to message her and she told me there's still no stock and I got to wait further. 

Okay la to cut the story short, I have been waited for 3 long weeks for that lipstick to reach me but at the end, nothing came cause she mistaken my order!! End up I requested for a refund (of course she had to refund to me since it is her fault).
Yes, 3 long weeks for NOTHING!! 

I am mad not because I need that lipstick so urgently, but it's the service attitude that counts. I wouldn't mind if she had inform me about the status in the first place, without needing me to ask her, at least keep me updated about my order. Yes that lipstick is not expensive but still I am her customer, no matter how little I paid! 
Actually I did experienced something similar before this, when I bought a Korean leather sling bag from someone online. Yes I remember it til now!! >=(

Anyway, here's my thoughts about running an online business:

1. There're just too many online businesses these days and with so many competitors around, I believe if the service attitude is good, the owner will somehow gets his/her business, even with 'free advertisements' from the customers via those social media sites.
2. Please don't make the customer to ask you what's the status of the order, you are making money you should be the one who keep your customer updated, and please be honest with whatever status happening!

Any relevant experience to share?


61 comments:

  1. I shop online frequently too for my office dresses, but the website is in fb.. Out of fb sites are great too, mostly on the kids' toys and clothes.. Now since they dont need so many toys, milk bottles and clothes (I can get them from Jusco), I just stick to online shopping for my dresses only.. So far touch wood, service is good til today.. Been buying over a year already..

    ReplyDelete
    Replies
    1. Yes, there're many online boutiques in FB too, I did shop there sometimes ;)

      Hmm good la, no bad experience!

      Delete
  2. 对啊,有时候,销售态度很重要,我才不想付钱买生气。

    ReplyDelete
  3. I hardly shop online. But you are right. The person selling to you must take responsibility to ensure she got your order correctly and follow up and make sure it is delivered to you within a reasonable time. If no stock, must inform immediately and give estimated time of delivery. If can't supply then should take initiative to either refund or ask you if you want to exchange for another product. I am sure as a customer we will be impressed by such good service.

    ReplyDelete
    Replies
    1. Yes, that's the point PH! I wish they know it! If they are good, they'll get business from me continuously!

      Delete
  4. I think 80% of my clothes are bought online too nowadays. Luckily so far only minor problems that I have experienced.

    But you are right, you know some of them are even selling completely the same items as others, which means your pricing and service must be better than others for me to buy from you!

    I think if you have bad experience with one person/shop, should share out to others as an advice too. :)

    ReplyDelete
    Replies
    1. Well, good la, no major problems!

      I intended to share her name, but then, never mind la! Forget about it, just take it as I was the unlucky one this time.

      Delete
  5. One of the bad online shopping experience. I love browsing arpund but rarely buy them.

    ReplyDelete
  6. 淘宝就很多,所以每次买东西都要左看右看的查好来!

    ReplyDelete
    Replies
    1. 查清楚的确是我们的责任,只怕那些商人不诚实罢了。。

      Delete
  7. 尤其是那些写了几十封 message / email 都不回复的真的很气!!
    态度真的很重要,有一个卖家的态度很好,东西坏了马上 replace 新的给我,虽然她的东西比别人贵一点,但是我还是会跟她买,呵呵~~

    ReplyDelete
    Replies
    1. 我也试过这样!每次要我email问她她才回复!气死!到底要不要做生意哦?
      我也跟你一样,如果东西贵一点不过态度好的话,我不会介意!

      Delete
  8. Replies
    1. Yes, but then some things are only available via online ;)

      Delete
  9. hmmm, i think my online shopping experience is not as much as you lah.. my online shopping is quite limited, besides buying movie ticket almost every week (because of the buy 1 get 1 free promo from my credit card).. so far really have not had any bad experience lah *touch wood*

    ReplyDelete
    Replies
    1. okay, i've bought airtickets, booked hotels, order photobooks and a bit of things from group discount websites.. so far so good.. but i think it's also important that we verify that the service provider or merchant is from a credible background lor.. those 阿豬阿狗 never heard of one, i usually are not keen lah, maybe small amount okay but then if involved large amount then i rather don't buy risk lor..

      Delete
    2. and i agree with you.. the service is the utmost important lah.. how the seller actually communicate with the buyer, how they take the initiative to update the progress are all very essential key to gain customer satisfaction and hence business success lor.. i think this is a very simple and basic and common thing we all know right?? so sad that you experienced such a bad incident.. anyway, see from the bright side, you learned from this bad experience and of course you won't go and 幫襯 them anymore lor..

      Delete
    3. all these online business is very competitive and i think the service is one of the key factor the business have to take into serious consideration lah.. bad service sure drive customers away and they will sure one day lose in competition lor.. and you are right, 壞事傳千里, one bad incidents and by words of mouth, that sure is going to give a bad influence to the business already..

      Delete
    4. and online business is all about trust.. because the customer already paid for the goods or service, and have to wait for the purchase to arrive, we are actually more rugi if the seller is not the honest one.. and many times also 貨不對版 lor, those are really very frustrating, i have a couple of bad experience with this lor.. the thing is not as good as mentioned, but then haiz, we were the one who decided to buy and agreed on all the T&C set one mah, cannot argue much also.. anyway, better to try out only if it's a small amount lor.. big amount better go for reliable brands..

      Delete
    5. Haha, eh buying those things are consider common la, rarely got mistakes one.
      I agree, they must take the initiative la! Not waiting for the customers to keep on chasing ma!
      Yep, surely no more next time!!

      Memang very competitive but some sellers just don't care, I wonder why, may be not interested to do my business lo!

      That 貨不對版 one very terrible, for me if vary a bit still acceptable, not too over please.

      Delete
  10. I think the "estimated" time of arrival can only be served as a guideline, especially for pre-order items. There are many factors that might result in slight delays and usually if it is still within reasonable timeframe, sellers do not update their customers.

    I guess a little patience is needed when it comes to buying pre-order items... which is exactly why personally I don't. I dislike waiting and I have no patience to follow-up on those purchases. People like me, still prefer to old fashion "cash and carry" :)

    That said, I still agree that consumers should have all the rights to complain if the service is bad.

    ReplyDelete
    Replies
    1. Wah YT! Long time no see! Eh you still blog ka? And I realize I have been unfriended from your FB :(
      Anyway, I understand we have to wait when it comes to pre order items, I don't mind that if the waiting time is reasonable, but if there's some delays, at least take the initiative to inform the customers!

      Cash and carry is good, but some things are only available online, how? :p

      Delete
  11. So far I only shopped two times online, both buying clothings but I wasn't very happy with the experience cos the material of the clothings was not up to my standard :(

    ReplyDelete
  12. But sometimes very tempted to shop online cos the photos look so nice

    ReplyDelete
  13. Oh well, there are good and always the bad ones! I bought a kitchen utensil from mydeal b4. Supposing to getting it within a week but no update even with my enquiry emails, I need to keep asking and pestering for answer. After few weeks, the cust serv told me the item is out of stock! They refunded but there went another week or so. Lousy.. lousy, super lousy! Once beaten twice shy, no more purchase from them.. Zalora is very good!! Thumb up for them!!

    I prefer those with very fast respond and service!! Sloppy ones are a big no no to me!! :P

    ReplyDelete
    Replies
    1. That was very bad la! Pity you...
      Zalora good? I have never buy from them before :p

      I also like fast respond and good service one, for this I'll sure come back to buy more.

      Delete
  14. I usually buy those online with COD terms. Yes, I agree with you, must put customers first but mostly they operate the online store part time only and have full time jobs so they may be too busy to keep track of everything properly.

    ReplyDelete
    Replies
    1. Busy is understandable, but if remain no-reply for more than 3 days, I sure cannot accept lo!

      Delete
  15. I've never tried online shopping. My hubby wont allow me to use the credit card for online shopping :(

    ReplyDelete
    Replies
    1. Oh, but most credit card transactions online are safe and secured these days.

      Delete
  16. Haha ..I just bought a xiaomi phone where I managed to get it luckily. The think I done v lime is the waiting time to get the goods. Have to keep checking the status. Anyway , some like Zalora are very fast. They delivered to me within 12 hours. Amway also not bad. With In 1-2 Days Too.

    ReplyDelete
    Replies
    1. Wah, got new phone!!
      Another Zalora supporters!

      Delete
  17. I'm old school, so jakun. Anything to do with money online, I'd freeze...so scared I'd lose it all. :(

    ReplyDelete
    Replies
    1. But most online businesses are safe these days...

      Delete
  18. Rarely shop online no confidence over product & payment thingy

    ReplyDelete
  19. I just like online shopping do it often.

    Greetings,
    Filip

    ReplyDelete
  20. 还有一种是货不对版,真的是被气死啊。

    ReplyDelete
    Replies
    1. 我也很讨厌这样!真的气死~

      Delete
  21. I will get pissed off like you too, if this is happened to me. Online business must have accountability, timely and efficiency.

    ReplyDelete
  22. Integrity and accountability is important.

    ReplyDelete
  23. 亲爱的 Hayley, 我当然记得你!
    我依然准时在你家潜水 ~~~
    谢谢你给我的鼓励!
    大家一起加油!^^

    ReplyDelete
    Replies
    1. 哈哈,也谢谢你的留言!

      Delete
  24. I ran online business before...
    But due to I was tied with my full time job, I have to give up...

    ReplyDelete
  25. My office workers call me Online Shopping Queen cos almost every week I have parcels delivered to office. I chose and bought all my wife's clothes cos she never bothers to buy clothes! Nobody would believe that.
    So far I had one terrible experience which drove me nuts. It was the air con cleaning service which was very cheap. There was long delays, postponement and ignoring my calls blah blah blah. Finally I wrote to complain at the website and was shocked they were from US. All settled and the air con service was really very good for my 2 units at such cheap price.... I will never order them again unless I love going nuts.

    ReplyDelete
    Replies
    1. Wah really?? Then you must have good sense of fashion lo?

      Haha, at least they did something to make it up to you.

      Delete
  26. Agree with u there.

    I had similar experience too. After payment, no sound no nothing.

    ReplyDelete
  27. Yea...i mostly shop online but touch wood so I far I haven t encountered any unhappy incident.

    Sorry to hear that and hopefully next time will be good.

    ReplyDelete
    Replies
    1. No more next time buying from her, hehe!

      Delete
  28. I had wrong sizes sent to me. Till now it makes me paranoid to order clothes online.

    ReplyDelete
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