In a perfect world yes, but in the real world where you and I live and the one where you aren't the only customer of that business then it's probably not feasible or realistic to expect them to check on every single order to find out where it is and when it is likely to reach the customer. That's why the business sent the item(s) by AP/courier. They (the business) don't have the time or possibly the expertise (or staff) to hands-on manage logistics. Once the item has been sent and left the business' premises that's really where their obligation/responsibility stops. You the customer have the tracking details and can/should contact the coarrier directly yourself if there are any concerns.AUbicycles wrote:RonK wrote:Unless the delivery is significantly overdue, just be patient.
A good scenario however - and where the entire logistics process can improve is that delivery info / status is checked by the retailer and if the delivery has not arrived - then the retailer does two things. Firstly they inform the customer that the delivery is taking longer than planned and they are following up. Secondly, they actually follow-up and enquire with the shipping company to determine the cause.
This empowers the customer, though the order is not there, they are informed and also know that the online shop is working in their interests rather than shifting and ignoring a problem.
Large online retailers like Wiggle have literally thousands of orders going out every day, all over the world with probably dozens of different carriers. How time consuming would it be check and keep to keep track of all these orders?! And answer all the email enquiries that come in regarding their products - "does product x fit my bike?" ; "how many of product y do you stock and do they come in blue?"; "if I buy 10 of product z what discount will you do me?" .
As has been mentioned previously, if you need the item in a hurry then go down to your LBS and buy it or if you are prepared to wait then order it online.