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susandennisThis just in. I can even forgive the typo. And it looks like I may have to put Woot back on my list of things to check every day... Wow.
Dear Woot Member and Lexmark Printer Buyer,
I am writing you about our failure to deliver your Lexmark Printer(s) in a timely manner. You made your purchase from Woot on February 3rd, nearly two weeks ago today. Our delivery delay for this product has angered many and our slowness to react and lack of communication have made the situation even worse. I accept full responsibility for these failures and assure you that the matter is being taken very seriously. It is most certainly not our intentions to perform in this manner.
Though we take all blame for this delay, you may wish to have further info on what happened. I'm pushing that out in a paragraph at the end of this email so I can jump to this summary first:
1. Woot is at fault for an excessively long delivery time on this item.
2. FedEx has guaranteed us shipment will occur today via 3-day delivery with freshly labeled packages (see below for clarification).
3. Due to logistics, we cannot stop your shipment but we will be able to issue a call-tag pickup and refund your entire purchase price on an as-needed basis for this item. Please contact service@woot.com if you know in advance that this is the case.
4. $5 Coupon Code "CEO" Enabled on your account towards any future purchase.
I'm embarrassed really to offer this last part (the coupon code), but we have little recourse ourselves for this predicament. I can only hope that it is not an insult. I will ask our staff community participants to also relay this info into the forum.
You have my sincere apology for this delay.
Matt Rutledge
CEO, Woot Inc.
direct email: PHB@woot.com
please continue to use service@woot.com for direct service inquiries or to request refund and call-tag pickup of your printer upon arrival.
--------------------------
Additional info on what happened (not important that you read this unless you wonder just how we screwed this up)
Woot has occasionally partnered with manufacturers and distributors capable of drop shipping certain bulky and expensive to ship inventory. The idea is we can hit a lower price point on bulky items by avoiding the inbound freight. In it's test phases (this was the 3rd or 4th trial), the process has involved generation of shipping labels at Woot's warehouse which are then overnighted to the warehouse with the product. In this case, the process fell flat on it's face: 1. Our own warehouse delayed by 3 business days and overnighted the shipping labels until Feb. 8th, dated for Feb. 9th shipment. 2. The vendor seems to have delayed an additional day or two in preparing the actual shipments and arranging pickup with FedEx. 3. FedEx refused to accept these packages due to either a Date problem on the label, or possibly a Zoning issue since they were printed at Woot's warehouse. 4. we were being told by the warehouse manager that all boxes had been shipped until early this morning. We are still seeking clarification for why FedEx originally refused to pick up these packages, but we have been assured that they will assist in re-labeling them and picking them up today from Chicago for 3 day shipment. We believe this means that the same tracking numbers will still be valid. Again, this is explained just for clarity on what happened -- Woot takes entire responsibility for this failure and we guarantee that the situation will resolve itself by next week.
Dear Woot Member and Lexmark Printer Buyer,
I am writing you about our failure to deliver your Lexmark Printer(s) in a timely manner. You made your purchase from Woot on February 3rd, nearly two weeks ago today. Our delivery delay for this product has angered many and our slowness to react and lack of communication have made the situation even worse. I accept full responsibility for these failures and assure you that the matter is being taken very seriously. It is most certainly not our intentions to perform in this manner.
Though we take all blame for this delay, you may wish to have further info on what happened. I'm pushing that out in a paragraph at the end of this email so I can jump to this summary first:
1. Woot is at fault for an excessively long delivery time on this item.
2. FedEx has guaranteed us shipment will occur today via 3-day delivery with freshly labeled packages (see below for clarification).
3. Due to logistics, we cannot stop your shipment but we will be able to issue a call-tag pickup and refund your entire purchase price on an as-needed basis for this item. Please contact service@woot.com if you know in advance that this is the case.
4. $5 Coupon Code "CEO" Enabled on your account towards any future purchase.
I'm embarrassed really to offer this last part (the coupon code), but we have little recourse ourselves for this predicament. I can only hope that it is not an insult. I will ask our staff community participants to also relay this info into the forum.
You have my sincere apology for this delay.
Matt Rutledge
CEO, Woot Inc.
direct email: PHB@woot.com
please continue to use service@woot.com for direct service inquiries or to request refund and call-tag pickup of your printer upon arrival.
--------------------------
Additional info on what happened (not important that you read this unless you wonder just how we screwed this up)
Woot has occasionally partnered with manufacturers and distributors capable of drop shipping certain bulky and expensive to ship inventory. The idea is we can hit a lower price point on bulky items by avoiding the inbound freight. In it's test phases (this was the 3rd or 4th trial), the process has involved generation of shipping labels at Woot's warehouse which are then overnighted to the warehouse with the product. In this case, the process fell flat on it's face: 1. Our own warehouse delayed by 3 business days and overnighted the shipping labels until Feb. 8th, dated for Feb. 9th shipment. 2. The vendor seems to have delayed an additional day or two in preparing the actual shipments and arranging pickup with FedEx. 3. FedEx refused to accept these packages due to either a Date problem on the label, or possibly a Zoning issue since they were printed at Woot's warehouse. 4. we were being told by the warehouse manager that all boxes had been shipped until early this morning. We are still seeking clarification for why FedEx originally refused to pick up these packages, but we have been assured that they will assist in re-labeling them and picking them up today from Chicago for 3 day shipment. We believe this means that the same tracking numbers will still be valid. Again, this is explained just for clarity on what happened -- Woot takes entire responsibility for this failure and we guarantee that the situation will resolve itself by next week.
