Sloooooooooooooooow

[Harry Clark]

Not a huge deal, but thought I'd throw it out there since Red likes feedback
Mild complaint:
I needed a replacement Lemo 00 to BNC splitter for one of my Epics, so I went to the website and ordered one up on November 21st.
The FedEx shipment left Red on November 28th. One week later.
Is there any good reason for this? Credit card order, Amazon-type web interface, small dollar item. I would expect that it would ship the same day. Why would it ship one week later unless it was out of stock, which was not indicated on the website or the email receipt. I'm assuming the Thanksgiving holiday figures into this but Monday November 26th was a business day, yes?
It was not an emergency, or I would have contacted my Bomb Squad rep and requested overnight, can you guys expedite this, etc. So no biggie.
I just want to give Red some public feedback since I know revamping the website and order process was a very big project for them late last year and early this year. I think the whole point was to streamline and speed the experience.
Cheers,
Harry

 

[Keegan@Netflix]

Hi Harry ,

Your right we have recently updated our ERP System and this was a huge project and we are still fine turning it. Amazon has multiple shipping hubs and 10,000 employees we ship out of 2 locations RED HQ and REL globally. One of my main focuses is improving the process so I do want to thank you for your feedback we are almost there.

In your particular case yes the thanksgiving holiday played a role as that took us back 2 days from being able to process orders, please understand all “in-stock” orders are given an estimated quote of 3-5 business day for processing time this allows us to deal with a high volume of orders daily which with the price change, BT RED ONE's and the regular volume of orders we receive we have been very busy.

We have some big improvements in the pipeline.

Best Regards,

Michael

Not a huge deal, but thought I'd throw it out there since Red likes feedback
Mild complaint:
I needed a replacement Lemo 00 to BNC splitter for one of my Epics, so I went to the website and ordered one up on November 21st.
The FedEx shipment left Red on November 28th. One week later.
Is there any good reason for this? Credit card order, Amazon-type web interface, small dollar item. I would expect that it would ship the same day. Why would it ship one week later unless it was out of stock, which was not indicated on the website or the email receipt. I'm assuming the Thanksgiving holiday figures into this but Monday November 26th was a business day, yes?
It was not an emergency, or I would have contacted my Bomb Squad rep and requested overnight, can you guys expedite this, etc. So no biggie.
I just want to give Red some public feedback since I know revamping the website and order process was a very big project for them late last year and early this year. I think the whole point was to streamline and speed the experience.
Cheers,
Harry

 

[Mark Pugh]

I've been waiting for a month for a 1-B to 2-B cable and a few bolts. Still no shipping email.

 

[Keegan@Netflix]

Mark,

Please email me your order confirmation email or sales order number so i can look into this please. michaelk-at-red-dot-com.

Best Regards,

Michael