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Adam02viper Adam02viper
What does it mean when it says your order is in process
02/25/2011
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Emily! Emily!
I'm pretty sure it means that your order is being put together by the awesome people at the warehouse, but it hasn't been shipped yet.
02/25/2011
Kitt Katt Kitt Katt
I think "in process" simply means that the order is in the system. Maybe they are actively working on it...or maybe not. But do not expect any proactive communication explaining any delays that may occur.

I have an order that was placed on Feb 14. It is currently and has been "in process" for over a week now. When I placed the order, the item was in stock, however, it sold out the following day, while my order was pending approval or something like that. The item is back in stock today, so I am hoping that Eden is able to ship it out today. My original estimated delivery date was stated as Feb 16, which they missed. I could certainly understand if this was an unusual occurrence, but...

I also placed an order on Feb 23, well in advance of the cut off time for same day shipment. For whatever reason, it did not go out on the 23rd or not even on the 24th. It is also showing "in process". I am afraid they missed something on this one as well. When I placed the order the estimated delivery date was to be today. The order is still somewhere in the system at Eden.

So both of these orders missed their estimated ship dates, yet no communication or explanation from Eden. Seems kind of strange and makes me wonder a bit.

Why do they even display the order status if it is inaccurate? and why bother with the delivery date calculator if they don't actually ship on schedule?
02/25/2011
DeliciousSurprise DeliciousSurprise
Quote:
Originally posted by Kitt Katt
I think "in process" simply means that the order is in the system. Maybe they are actively working on it...or maybe not. But do not expect any proactive communication explaining any delays that may occur.

I have an order that was ...
If your order has been 'stuck' and you're upset/want to know why/etc., you can always file a support ticket or give them a call. Every time my order's been delayed, I've either called or filed a ticket and they were not only able to tell me why it hadn't gone out yet, but they gave me an estimate of when it WOULD ship out and offered to cancel my order if I was unhappy.

Beyond that, I make a lot of orders (15 since October, not as many as SOME people but still, a lot for me) and I can only really think of one example when my order got stuck in processing and one separate example where they blew the delivery date completely.

If the product went out of stock, clearly they couldn't ship it to you to get it to you by your original date. It happens.

The delivery estimators are the best case scenario, orders placed on certain days are more 'high volume' than others, like Monday orders are usually delayed because they have all of the friday night/saturday/sunday/ monday orders to fill. Etc.

Basically, if you're unhappy call them or file a support ticket.
02/25/2011
Kitt Katt Kitt Katt
Quote:
Originally posted by DeliciousSurprise
If your order has been 'stuck' and you're upset/want to know why/etc., you can always file a support ticket or give them a call. Every time my order's been delayed, I've either called or filed a ticket and they were not only able ...
Yes, I understand that I could file a support ticket. But couldn't Eden also be proactive, you know maybe they could send out some form of communication or explanation. All it would take is a courtesy e-mail. Heck, they could even change the order status to "backordered". No?

I understand that items go out of stock. I get that. But there are better ways to handle it than no communication at all. There is certainly room for improvement.

To illustrate what I mean, the day after I placed an order with Hips and Curves, I received this e-mail:

Hello!
We are thrilled that you choose to indulge in some new lingerie with Hips and Curves! You obviously have excellent taste because there are some items in your order that are sold out. We want to see what you would like to do about these items. Perhaps we can suggest a similar item, color or size or we can remove the out of stock item. Don't worry — there are lots of options!

We would also be happy to offer you the new Red Lace Overlay Corset for the sale price of the Lace Overlay Corset you purchased, if you might like this as a replacement?

Please give us a call at 800.xxx.xxxx or send us an email so we can get your order shipped out as soon as possible.



Do you see the difference? H&C promptly acknowledged the delay, offered solutions and managed to do so with a positive and upbeat tone. This left me feeling like an appreciated customer.

Don't get me wrong. I don't mean to sound like I am beating up on Eden. I love Eden. It's just that I see an opportunity for Eden to get even better!
02/25/2011
Kitt Katt Kitt Katt
The order that I placed on Feb. 14 has still NOT shipped out! It still shows "in process."

On Thursday, Feb 24, I received an automated e-mail stating that the item was back in stock. It still has not shipped...6 days later! It shows up as in stock, but my order is not shipping. ???

I submitted a "support" ticket as suggested. Nobody responded.

So, I have called the toll "customer service" line on numerous occasions and each time the explanation is something about needing to hear back from the shipping manager, but that the order will definitely go out today...or tomorrow at the latest. 2 days later, "I see that it did not go out, but it is out for picking. It will ship today, or tomorrow at the latest."


Is anyone else having similar issues?
03/02/2011
Kitt Katt Kitt Katt
My order did not ship out again yesterday. Will it ship out today?

The item has been back in stock now for 7 days, yet my order still has not shipped.
It still shows "in process".


Does anyone out there know who and how to contact someone, anyone at Eden that may actually respond to what is beginning to become more and more frustrating to me as an Eden customer?

I have submitted "support" tickets and called the customer "service" number on numerous occasions. None have resulted in any meaningful response. Each time the response is: the product is in stock and the order is out for picking so it will go out today or tomorrow at the latest.
03/03/2011
Shellz31 Shellz31
There seems to be a bug in the system lately. I placed an order and a week later the courier delivered it even though it said 'processing' in my order list. Strange.
03/05/2011
Stephanie Marie Stephanie Marie
Quote:
Originally posted by Kitt Katt
The order that I placed on Feb. 14 has still NOT shipped out! It still shows "in process."

On Thursday, Feb 24, I received an automated e-mail stating that the item was back in stock. It still has not shipped...6 days later! It ...
I have an order that says "in process". Well its a manf review. Has been "In process" since Feb. 23.

I am wondering is how long do they stay "In Process" Exactly?


Any help would be wonderful.
03/06/2011
Valentinka Valentinka
Mine has been in process for 3 weeks already. I inquire about it almost every day and they still cannot ship it. I said million of times just to leave everything which is out of stock or switch to any other possible color if there's an option.
Still nothing

Update: it's finally shipped, yay!
03/10/2011
Total posts: 10
Unique posters: 7