I just wanted to share a frustration and potential solution to a shipping issue I’m currently experiencing after purchasing directly from your online store. For context, I bought directly from you so that you’d get more of the payment than if I had purchased from Amazon.
The UPS shipping timeline/product is terrible. As of this moment it indicates my package is expected to arrive four days ago. Go time travel!
To get an accurate delivery date, I had to look up the delivery date on the USPS site. But that only provided a date as of yesterday, three days after UPS claimed my package should have arrived. USPS claims my package will arrive tomorrow, nine business days since my order was placed, so outside the promised delivery window.
First world problems, Am I Right? I know two days outside of a time window doesn’t sound like much of a difference, but you’re vying with store competition that offers next day shipping for a total cost not much more than what you charge through your store.
Given the new reality of consumer expectations, I’d advocate that you try to actively acknowledge and alert customers when a delivery window will be missed. It doesn’t have to be a personalized email, but doing so proactively shows that you’re both aware and care about the customer. Which potentially reduces the feelings of frustration on the customer side. When I contacted your support email three days ago, because it seemed then that maybe the package was just lost somewhere in Washington state (again terrible UPS site), your customer service response was “let us know if your package doesn’t arrive” (at all). That did not inspire confidence or a feeling that Wyze cared about me, or my issue. It’s the small things!
Unfortunately, next time I’ll likely buy from Amazon even though I otherwise prefer that you get more of the payment. I hope you can improve your shipping operations/partnership so that you don’t lose direct business from someone else