What happened to Auto-Ship?
I have ordered Auto-ship items for many years and been quite happy. This week I had 2 items scheduled to be delivered at a time that I wasn’t sure I would be able to receive them. The Edit option on Auto-Ship items states that you can skip the shipment then if you change your mind within 30 days you can reinstate your auto-ship item.
One time before I “skipped” a shipment then within a few days called and Customer Service was able to easily reinstate it for me.
With this in mind I chose to skip the 2 auto-ships scheduled for craft items. Yesterday I called to have them reinstated and after talking to a rep who eventually transferred me to a mgr they told me there was no way to reinstate my order. I explained that I had done this before and the mgr was able to email someone or do something to get one of them reinstated. He seemed a little put out by my request so I didn’t push that I had another one.
I called back this morning to ask to have the 2nd one reinstated and was told by a rep – who also asked a supervisor – and was told they cannot reinstate a skipped auto-ship order.
I would never have skipped the option except it states there on the website that it can be “unskipped” within 30 days.
I would appreciate if someone could help me get the order reinstated or assure me that the website verbiage will be changed so it is not misleading.
Update: I hadn’t checked email and was pleasantly surprised when the auto-ship item I wanted reinstated arrived! I don’t know who took care of this behind the scenes but I want to THANK YOU VERY MUCH! It was an item I really wanted and I appreciate you taking the time and effort to get the auto-ship reinstated!
I appreciate the information you provided! I guess I don’t understand why sometimes the date specific autoship can be reinstated and sometimes it cannot.
For sure I have learned the lesson to not skip if it is something I really want. I would hope it would be safe on my doorstep for a couple of days…
Thanks again for investigating!
Thank you for your reply! The auto-ship that I was able to get reinstated is Crafter’s Companion Cut and Emboss Kit-Nature AS.
The auto-ship that I was told cannot be reinstated is Spectrum Noir Sparkle Markers with AutoShip.
Both were scheduled for auto-ship on June 15.
Thank you for sharing the AutoShips with me @arcadelover. I took a look and see what you’re talking about. Since these are date specific AutoShips and when you skip the shipment it indicates to us that you didn’t want the shipment and so it doesn’t process. There are times when we have the items from the AutoShip available to purchase on their own. It doesn’t look like we have the item available for purchase separately at this time. I’ll watch it and see what I can do regarding this item.
What I would recommend for the future, is to allow the shipment to process instead of skipping it. If you decided that you did not want that shipment, we would be more than happy to cancel your order as long as it has not processed to the warehouse. Then if you decide after a couple of days that you wanted the shipment, we can always reopen your order.
Posted in Customer Service
07.05.18 10:55 PM