Here's the email I sent them, which provides the details of what happened. One thing I didn't include in the email is that there is now over a $100 difference in price from my original order to their current listed price on their website.
"I was hoping someone could help me with my order. I will do my best to keep this short and concise.
Order # X
I originally ordered a D-Link DCS-5300 camera on Monday, July 10th. Your website did not show it as out of stock. I received a confirmation email.
On Tuesday, July 11th I received an email letting me know that my item is sold out / out of stock and that there is no ETA. The only two choices I was given were, 1)order an in-stock item or 2) cancel my order, otherwise in 7 days my order would be cancelled.
The same day, Tuesday, July 11th, I replied stating I don't want my order cancelled and wouldn't mind waiting for the item to become available again, if it were a couple of weeks.
Today, Thursday, July 13th, I receive an email stating that there is no ETA for this product and that my order will be cancelled.
Today, Thursday, July 13th, minutes after receiving the email above, I called Directron directly, spoke to sales, and asked if the item (D-Link DCS-5300) was available. I was told yes, it was, but that while it was a product that is carried, it was no currently in stock, but it could be ordered today and shipped in 3-5 days.
If what I was told on the phone today is correct, then I want my original order to be honored. I would place a new order, but since the date of my original order, the price of the camera has increased. And if it only takes 3-5 days to get in and ship, then that is definitely within the 7 days I was told my order would be cancelled if it did not become available again. So why would my order be cancelled if the camera could be sent to me in less than 7 days?
If there was a price mistake, I would of expected to be told so immediately, not just have my order cancelled. But since I was never informed of any type of price mistake, I do expect my order to honored at the ordered price on my original order.
While I rather this be rectified outright, if it cannot, then I would request that a manager be involved in handling this, and if there is any problem in fulfilling my order, I would like a call or email communication, from a manager, at the following number / email: XXX-XXX-XXXX, X@X.com."
Cliffs:
1. Ordered camera.
2. Was told item out of stock. Only two options are to pick another product or cancel order.
3. Let them know I don't mind waiting for item to come back in stock.
4. They let me know they have no ETA or if they will ever carry item again, cancel my order. Let me know I can always place a new order.
5. I call, speak to sales who says they carry the item and can have it shipped in 3-5 days. Find out item is now over $100 more than when I ordered it.
6. Me = pissed.
EDIT: Friday, July 14th
Response I received to my email above:
"Dear Customer,
Thank you for your interest in Directron.The actual inventory for the item is not under our control since the item was a drop ship item.
However, as far as the availability is concerned if the price of the item does increase that would be based on the agreement between the manufacturer and the drop ship merchant.
Once the item becomes available the new price of the item would be effective regardless of the previous order.
Nash- Customer Service Representative
nash@directron.com
1888-582-1834, EXT#1537.
FAX: 281-754-4959
Direct Number: 7139330945"
"I was hoping someone could help me with my order. I will do my best to keep this short and concise.
Order # X
I originally ordered a D-Link DCS-5300 camera on Monday, July 10th. Your website did not show it as out of stock. I received a confirmation email.
On Tuesday, July 11th I received an email letting me know that my item is sold out / out of stock and that there is no ETA. The only two choices I was given were, 1)order an in-stock item or 2) cancel my order, otherwise in 7 days my order would be cancelled.
The same day, Tuesday, July 11th, I replied stating I don't want my order cancelled and wouldn't mind waiting for the item to become available again, if it were a couple of weeks.
Today, Thursday, July 13th, I receive an email stating that there is no ETA for this product and that my order will be cancelled.
Today, Thursday, July 13th, minutes after receiving the email above, I called Directron directly, spoke to sales, and asked if the item (D-Link DCS-5300) was available. I was told yes, it was, but that while it was a product that is carried, it was no currently in stock, but it could be ordered today and shipped in 3-5 days.
If what I was told on the phone today is correct, then I want my original order to be honored. I would place a new order, but since the date of my original order, the price of the camera has increased. And if it only takes 3-5 days to get in and ship, then that is definitely within the 7 days I was told my order would be cancelled if it did not become available again. So why would my order be cancelled if the camera could be sent to me in less than 7 days?
If there was a price mistake, I would of expected to be told so immediately, not just have my order cancelled. But since I was never informed of any type of price mistake, I do expect my order to honored at the ordered price on my original order.
While I rather this be rectified outright, if it cannot, then I would request that a manager be involved in handling this, and if there is any problem in fulfilling my order, I would like a call or email communication, from a manager, at the following number / email: XXX-XXX-XXXX, X@X.com."
Cliffs:
1. Ordered camera.
2. Was told item out of stock. Only two options are to pick another product or cancel order.
3. Let them know I don't mind waiting for item to come back in stock.
4. They let me know they have no ETA or if they will ever carry item again, cancel my order. Let me know I can always place a new order.
5. I call, speak to sales who says they carry the item and can have it shipped in 3-5 days. Find out item is now over $100 more than when I ordered it.
6. Me = pissed.
EDIT: Friday, July 14th
Response I received to my email above:
"Dear Customer,
Thank you for your interest in Directron.The actual inventory for the item is not under our control since the item was a drop ship item.
However, as far as the availability is concerned if the price of the item does increase that would be based on the agreement between the manufacturer and the drop ship merchant.
Once the item becomes available the new price of the item would be effective regardless of the previous order.
Nash- Customer Service Representative
nash@directron.com
1888-582-1834, EXT#1537.
FAX: 281-754-4959
Direct Number: 7139330945"
