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Yesterday I picked up at Limited Edition Mystery Box, and a Great White Drying Towel.  I had looked on the website to find the Ultra Plush Drying Towel, but couldn't find it, so I ordered the Great White.  Looked today and saw they must have got them back.  Called up Adams and talked to customer service and she let me know once the order is printed their is nothing they can do, she even tried to call down to get the order switch.  Sucks that their order system is this way, but I give her Kuddos for trying, that's all I can ask for over my mistake. 

Edited by Mbrazelton

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Yea, I was alittle disappointed they couldn't switch it to the other towel(I would have paid the $10 difference), but also it was my fault for not paying better attention.  Seems odd thought the lady on the phone said my order was printed to be picked yesterday, and I still haven't got shipping notice yet, that's what frustrates me the most that it's not like it was boxed up and ready to ship.  I even asked if I could place a new order for the towel and have it put in the box with my other stuff to save on shipping since I had free shipping on my other order.  She said that wasn't that possible either and I would have to pay for shipping again.  She said there would be a sale coming up soon with a discount and maybe flat rate shipping and to try then. 

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Like I said I wasn't super mad, the great white towel is a awesome towel just wanted to try the other.  It was more constructive criticism that there is people that would like to add to their order sometimes, and maybe it would be beneficial to be able to do that better. 

Edited by Mbrazelton

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Guys, this is not fishy or BS at all.

 

Once an order tag is printed, the order could be anywhere in the process/warehouse. It could be in the stack of tags, it could be on a cart getting items picked, or it could already be boxed up and on a pallet under other boxes. The orders are not tracked through the fulfillment process, so it would be a literal easter egg hunt to find it. Having someone in shipping spend time searching for an order, out of hundreds of orders on a given day, to add an item, could take a long time, and would slowdown processing on everyone else's order.

 

I know forgetting to add a product happens, I've done that myself more than once, but if the order has already started fullfillment, then you just have to get it on your next order.

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Dan, in no way am I knocking anything about Adam's the product has been amazing, and her effort to try and get it switch yesterday was good.  Just something more to maybe look at, it will be 2-3 months before I order again, so it is more of a pain for me. 

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Sorry to hear this one didn't work out. Since you're relatively new, here's an informative (2014) video on the Adam's shipping process:

 

https://youtu.be/oubUp5ZCEoU

 

Based on my experience, they are generally willing to work with you on orders, including last minute changes. Best customer service organization I've ever done business with. Keep in mind, though, there are likely dozens and dozens of boxes waiting to be picked up by the shipper, especially since they just got done with the limited edition 200-bucket deal (so there's hundreds of boxes already), an extended 15% off sale, etc. Finding yours would be like a needle in a haystack - I'm guessing all the Mystery Bucket boxes were similar size/shape, and they probably just tossed your towel into one vs repackaging. Re: shipping info, you may not necessarily get shipping info right away since it's probably buried under all the others waiting to go out.

 

I know you weren't really complaining...more disappointed?...but I do find it ironic lots of folks aren't satisfied when they feel packages aren't shipped quickly enough, then when they are packaged and ready in <24 hrs, it's still an issue. Just my two cents.

 

There will almost certainly be a July 4th sale, she's right. But in the end, if you really aren't happy, call them back and explain the situation. If there's anything they can do, I promise they will do just that. And probably more.

 

Edit: Wasn't parroting you, Dan. My screen hadn't refreshed when I typed this, so I missed your post above. I guess I got something right!

Edited by falcaineer

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Yeah, I see alot of complaining about how it takes 24-48 hrs to ship, which I'm used to places taking more like 48 to ship.  I guess i was more confused that even if I placed a new order, which I offered to, that they couldn't go out there and find my box and throw it in there. 

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Guys, this is not fishy or BS at all.

Once an order tag is printed, the order could be anywhere in the process/warehouse. It could be in the stack of tags, it could be on a cart getting items picked, or it could already be boxed up and on a pallet under other boxes. The orders are not tracked through the fulfillment process, so it would be a literal easter egg hunt to find it. Having someone in shipping spend time searching for an order, out of hundreds of orders on a given day, to add an item, could take a long time, and would slowdown processing on everyone else's order.

I know forgetting to add a product happens, I've done that myself more than once, but if the order has already started fullfillment, then you just have to get it on your next order.

I'm late on this, but this is BS. For a company that prides itself on customer service, this answer is unacceptable. If it's an issue with the order system, spend less time with new stickers and more time finding a better system. On a picking cart is much different than wrapped on a pallet in the bottom layer.

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I'm late on this, but this is BS. For a company that prides itself on customer service, this answer is unacceptable. If it's an issue with the order system, spend less time with new stickers and more time finding a better system. On a picking cart is much different than wrapped on a pallet in the bottom layer.

 

There is no issue with the order system, its just that the system does not track the order as its getting picked and boxed.  If the order has been placed, and the picking tag has not yet been printing, then the customer service person can easily add items to the order, as is often done.  Its just the situation where an order is in process of being filled and boxed, that an item cannon easily be added.

 

Implementing an order system that would provide real-time tracking as an order makes its way through the system would cost serious money, which would then raise product prices for everyone, and slow down shipping times.

 

And since there currently is no way to know whether the order is still on a picking cart, or on the bottom layer of a pallet, without some one running around and finding the order, that cannot be a real distinction.

 

Even having someone in the warehouse go and try and track down orders to add items, is going to add costs and slow things down, for everyone. 

 

Not even Amazon, with all the money and technology in its order fulfillment centers, which probably do have real-time order tracking, is going to let you add an item to an order after it has started processing or boxed up for shipment.  They will not even allow an order to be cancelled after it has started processing (I know, as I have tried this before).

 

Speaking for myself, I would rather have costs kept down, and orders processed for shipment as soon as possible, then to be able to add an item to an order that I forgot to put in the cart before checking out.

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Don't lose sight of the fact that this is not a big automated system like Amazon. This is a small company (growing) and they have their process and it works pretty well. I can understand what a log jam it would make trying to find ONE order in the queue.  It could possibly be done, but at the cost of backing up all of the other orders.  Look at it this way. Now you have 1. a replacement towel for later use, 2. something to trade, or 3. a Christmas gift for someone. 

 

Sounds like a win, win all around. 

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Sorry I was out on vacation last week, so I'm late to this discussion.

 

Lots of excellent points were made in this thread, and I do understand frustrations. When there are over 1,000 orders in the system (not just dozens or hundreds), it does get nearly impossible sometimes to locate an order and make a change to it once it has already made it into the picking or boxing stages. We have a small staff, an almost over-capacity warehouse, and large numbers of orders coming in. While we are absolutely thankful for every single order, unfortunately we cannot always make changes to an order once it has been placed, especially during busy sales.

 

With me being out of the office last week, that meant only 2 customer service reps instead of 3 to handle all calls, emails, chats, etc, so we do get a bit overwhelmed at times. On an average day, we receive anywhere from 10-30 requests for order changes/additions/subtractions, and unless we receive that request as soon as possible after the order was placed, the invoice pick-list may have already been printed with someone working on the order. To make an order change, the best chance would be to send us an email or call as soon as possible so that we could put a temporary hold on the order, so that the tag doesn't get printed, and then we can take any additional payment information over the phone during normal business hours of 530AM - 530PM. We do not store any credit card information for security reasons, so that is why we always ask to call for any order change requests. 

 

Our marketing team members that spend time on things like stickers, apparel, social media, and new product releases have no effect on shipping logistics and systems, but again, I do understand the frustration and will make these concerns known to the warehouse manager and the rest of the management team.

 

Respectfully,

Dan@Adams

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^^^very true, with the overall idea/issue. 

 

working in an extremely similar setup/situation.... all that i wanted to add, was just how easy it is for an order to be duplicated (your original one AND your updated one, get shipped), remain incorrect (something is lost in translation from person A to person F, M or Z), or get delayed altogether (by having your order changed, in most places, it gets bumped back to the end of the line....and not like 10 packages, add more zeros, to avoid the previous issue i just mentioned. ....as it then needs to be repacked and everything, after any adjustments have been made, its a new order, etc)...in this scenario. 

 

MOST people, would be more pissed, if one of those other scenarios played out...compared to the one that it seems happened. 

Edited by FXTerrific

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