It’s no secret that I’m a die-hard Riding Warehouse devotee. If it’s possible to buy something from them, I do. They ship things super quickly (usually same day), shipping is free on orders over $50, and I generally have the items in my hands 3 days later. There’s always a coupon code floating around to use, and their customer service has always been great for me. Teddy’s Tack Trunk is another one like this… I always have stuff on my doorstep within 2 days and the shipping charges are super reasonable. These guys are my gold standard, and they’ve proven hard to beat. That’s why I’m always quick to recommend them.
I’ve gotten so used to them, in fact, that when I experience anything less than that level of performance from other companies, I get annoyed. What do you mean it took 5 business days just to get my order boxed up and on the truck? What do you mean I paid $10 to ship a few tiny items and y’all shipped it the SLOWEST WAY POSSIBLE, taking 8 days to get to me? What do you mean I called all 3 phone numbers listed on your website for days during business hours and never got ahold of anyone?
All recent experiences from companies that shall remain nameless, btw.
But, are my expectations reasonable?
I kinda feel like, if you’re a company that relies heavily on online sales, you should be (or aspire to be) at RW/TTT’s level of performance. If you just have a basic website but mostly sell out of a brick and mortar or mobile, I’m more forgiving. And of course, if I buy something secondhand from another horse person, I’m way more forgiving. I know what a PITA it can be to get things boxed up, ready to ship, and to the post office while still working around your normal life commitments. That’s not your profession, after all.
So what are your expectations when purchasing things online? How long do you expect it to take for your order to ship? How long do you expect it to take for the items to get to you? And, maybe more importantly, what level of customer service do you expect?