Processing Time

[Nick Barton]

Can someone at RED explain why after the money leaves my bank account it takes 3-5 days to process the order? On two occasions, we paid for overnight delivery and received the item a week later. I don't know another company that waits 3-5 days to process your payment after it's been authorized and left the bank account. Please advise.

 

[Terry VerHaar]

Have you contacted your rep directly with this question?

It always surprises me when people run to the forum to address issues like this indirectly rather than just going straight to the source where, the situation can be discussed, and an answer gotten, in a much more immediate way. :huh:

 

[Nick Barton]

Hello Terry,
Yes, I asked my rep this exact question 3 different times and all three times got no response.

It seems like your response implies that I didn't have the common insight to pose that question to my rep directly. But since I did, maybe someone at RED can actually address why their policy inhibits anyone from receiving an item in the need for a quick turnaround.

 

[Alexander Thomson]

It's still a small company. They need to time to make sure the money clears, and then pull, pack, and ship the items. It happened to me too, I needed a few 64gb cards overnighted, and they came 4 days later. I had to borrow SSDs from a friend.

Still, 4 days, that's great in terms of RED, but for people that are used to B&H or Amazon's response times, it feels like molasses. RED has already said they're working on speeding up their shipping dept. It won't be 3-5 days forever.

 

[Brent Carter]

Nick, I have plenty of posts on this subject. And as Alexander said, the estimated 3-5 is better than our processing times used to be and they will get better in the future.

BC

 

[Terry VerHaar]

The reason I say this is that Brent, as he said, has explained this many times here on REDuser and it seems rather redundant to keep going back and having the same question asked and answered publicly. If your situation was "nuanced" then it seems a rep could deal with it better. If not, I'd have figured you searched here and discovered your answer to the general question.

 

[Nick Barton]

I guess I'm just curious if this continues to be a problem that so many people - CONTINUALLY repost this same complaint, why RED would not listen to it as a criticism and address it quicker. Brent, I appreciate your response and would just like to recommend that RED be more swiftly positioned to take quick orders and improve their turnaround times. For instance, how can you offer overnight shipping if it takes up to a week for it to leave your facility?

Alexander - I'm glad I'm not the only one who had difficulties here. Unfortunately, I live in a part of the country where the next closest RED to me is about 200 miles away and I am not in a position to run across town and borrow something from a friend. I guess, it just makes me wonder if you don't live in a place like LA or NY if it's in our best interest to have a product that we can't get access to equipment for a week for.

I have had some pretty sizable conversations with reps about this same issue and their argument is pretty canned. "We're a small company" or "We're a new company." At what point is the argument that 'RED is a new company and deserves a pass' going to start crossing over into absurd?

Terry - I do apologize if people like me are still new enough to the RED game and trying our best to navigate this forum. I'll try next time to avoid putting a new discussion out there for fear of upsetting RED EXPERTS like you.

 

[Brent Carter]

Nick, if you read my prior posts, I think you will see the importance placed on improving our entire order fulfillment process. From the time you first enter RED.com to the time the order hits your doorstep, we are working on it. Our new RED.com launched a week ago is one of those many steps in the right direction.

Yes, we are a company of a few hundred people, not thousands. Every action has a reaction - if we threw bodies as shaving a day off of processing times, we increase overhead. We increase overhead, we have to look at increasing what we charge you. RED offers an amazing spec-to-price ratio and I hope that is an appreciated fact.

Unfortunately, this is not magic wand stuff. So, hopefully you will appreciate the due diligence we are putting into steadily improving while at the same time continuing to provide bleeding-edge technology at a ridiculous value.

BC

 

[jimhare]

I think 3-5 days after payment is absolutely brilliant for a specialist company like Red.
Having said that, when I once had an emergency and needed an accessory quickly, I contacted my rep instead of placing an online order. It was Fed Exed out that night.

 

[Norbert Jalitsch]

i would be very happy, if my ordered bomb evf oled, which i have ordered on april 19th, would have been shipped after 3-5 business days - as (in stock) promised in the online shop.

cheers