October 14, 2016 at 12:27 am #56802
Hello Team Flomio,
In dealing with our 2nd order with your company I feel that there is a need to address the shipping issue. We had placed an order on Oct 6, 2016. As of yesterday, the order was still processing. After placing a call into Flomio, it was our understanding that the order had not been shipped and was left out in your last shipment. Having an event, we felt we could no longer wait for the standard USPS delivery so we agreed to FedEx the order with the total shipping now coming to 120USD vs 36USD for regular USPS. Let me start out by saying, we are open to pay the additional shipping cost and we did so. Curious as to why the shipping costs were so high, I looked up actual FedEx rates based on the stats of our order. To my surprise it was significantly lower than what we had paid. As a company ourselves, we understand the need to make money but charging almost double against published rates plus adding on handling fee is excessive in my opinion.
As stated before, this is our 2nd order with Flomio. We actively use Flomio products in our events and genuinely like the product even though we have had issues with it. Through it all, we were still willing to try the new Floble Plus and see if it would be a better fit for us. Instead of being valued as a potential long term customer, we get “penalized” for it. Granted “penalized” is too strong of a word but that’s a feeling that I have gotten. Hopefully as more people use Flomio products, this won’t be an issue going forward.
All said and done, I still wanted to thank Richard for getting our order out once he realized that they had missed it.
MikeOctober 14, 2016 at 12:57 am #56803
Hey Mike, I’m sorry you were dissatisfied with our level of service. Your feedback is crucial to help us get better and exceed customer expectations. Currently at the volumes that we ship, it’s impractical to ship via FedEx for a few reasons. For instance, Flomio consists of an entirely remote staff and fulfillment is not only distributed but done from our homes. That offers advantages and disadvantages. One key disadvantage is that since our locations are residential, FedEx pickup needs to be scheduled well in advance and we need to be available once they arrive to hand over packages. This is not only disruptive to our workflow but incredibly time consuming. In more cases than I’d like to admit, we’ve missed the pickup and had to drive 40mins to the airport FedEx center to get the packages to our customers in time. This is why we only offer USPS shipping options on our website and charge a premium flat rate when customers demand FedEx. We did a crude calculation of all the destinations we ship to and the level of impact to our workflow and came up with $40 for domestic overnight and $120 for international priority. In your case, indeed $120 was double the cost of shipping to your destination but for other more remote customers it costs us much more. I understand this is little consolation for your situation.
We know our operation is far from perfect but it’s what we can manage right now. As we grow and benefit from economies of scale, we will be able to deliver better value to our customers. For that we need your support more than ever. Help us get the word out about what our products can do, how responsive we are to getting solutions in place, our passion and commitment to out customers. We’re on Facebook and Twitter but also would help to get product reviews for what you’ve purchased (click Review tab).
As a gesture of good will, I have sent you a coupon code for $50 to be applied to your next order. Thanks again for your feedback. I look forward to working with you towards the success of your use of our products.
RichardOctober 14, 2016 at 1:23 am #56807
Thank you for the coupon Richard! Responding and addressing frustrations made by customers so quickly is fantastic and we appreciate it immensely! I am sure we will be ordering from you guys very very soon!
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