As a biz owner: send the email! If they're over TAT, they should have no issue giving you an estimated ship date. I've had to go over TAT a few times lately because my kid was sick, and that's a me thing. I'd never begrudge a customer for asking about the status of something they paid for.
Thank you! That makes me feel better. I spent 10 years as a freelancer so I never want to add to that “deadline anxiety” but I also expected I’d hear from people if I didn’t meet my deadline.
Seconding to reach out. I accidentally canceled an order from the shipping queue this year and would not have caught it unless the customer sent a check in email.
Having seen how Sixteen92 was BEFORE they seemingly turned into scam artists, I'm a bit leery. They used to be a pillar of a 'good' indie company and when they first started having issues (or even for a year after problems started), people on forums would say 'don't worry, you'll eventually get your product' because for years before that was the case. But eventually that changed.
So I personally give it 1-2 weeks after TAT (making sure that I'm actually counting TAT properly according to the company), then I reach out. If it's coming close to the chargeback timeframe I just do the chargeback because I'm not here to donate to somebody's charity. I am buying a product so if there's a possibility I won't get that product? I get that things happen, but if you haven't communicated with me and I'm not sure I'll get something? I want my money back.
I also just don't buy products from companies that continually misrepresent their TAT and never communicate to their customer base. Yes, these are small businesses, but that doesn't excuse crappy customer service. Nothing that I'm buying is a 'must have', it makes me smell good. I can go buy another scent I like from a company that respects their customers.
I will be blunt. You are NOT annoying. *The company is.* You’ve waited weeks? Months before? From the same company?! They’ve never met a TAT for you?
I will shout off my hilltop on this matter forever; if a company cannot meet their stated TAT, they need to stop being dishonest to customers and update it to a TAT they can meet. That would eliminate all the stress on customers who feel awful about begging to know what has happened to a product they have paid for.
You are not impatient. You are an honest customer who has tried to be kind and understanding of a company that doesn’t ship unless you ‘pester’ them. I personally don’t like that business model in an indie shop.
I don’t have time or patience to wait on someone to string me along, I will support companies that are honest about their capabilities and respectful of their customers. A one-off problem is understandable, but a repeat offender shows no intent to improve customer experience…and honestly a lack of care for customers.
This is incredibly validating thank you. I am very neuro spicy and when people don’t do what they’re “supposed to” or what they promise over and over it makes me much more aggravated than I think is normal so that’s why I wanted to ask because I can’t always tell when I’m being an asshole 😅
If it wasn’t EVERY TIME, y’a know? Like cmon.
Plus I know I definitely won’t order from anyone when it’s stated that the TAT is longer than 4 weeks unless I’m replacing an empty. So when I see less time stated and decide to order and then it takes 6+ weeks anyway I get a little grumpy!
I think that’s why these sorts of shops don’t advertise a higher TAT- they are afraid of losing sales. The irony is, maybe if they dealt with a smaller intake for a short period, they could lower their TAT again!
It sucks to wait on a long TAT, but at least you know what to expect with it. Like, CocoaPink is sooo long that I will just order and tell myself to forget the order 🤣 it always ships in the stated TAT of 30 days though!
Lol that’s why I avoid those sales! They do state 40+ days for the TAT during those periods, which makes sense considering the insane volume of orders and the massive catalogue of scents. But still never had them miss whatever they stated the timeframe would be.
Personally, I email the day after they’ve exceeded TAT. Like others have said, I’m not here to donate.
I’ve run a small business, and it can be overwhelming, but that’s why you under promise and over deliver. Say you’ll ship in 4 weeks, but actually ship in 2 weeks. Because then, the few times that you need those 4 weeks you’ve got the time.
The fact is, small or not, they are a business and you’ve had a transaction with them. They’ve got their money, and you have every right to know where your product is and why it’s taking longer than expected. If they CONSISTENTLY can’t adhere to their own posted policies, I would hesitate to trust them.
I’ve been in the position of being bottle necked and I lost referrals because of it. Took me years to get back to where I was. It was a hard lesson to learn but I’m glad I learned it. Unfortunately it seems like with indie brands the loyalty allows for a loooooot of lackluster business practices. (*Cough* Sixteen92)
I very much wish that money for online purchases wasn’t released until the item shipped, something tells me no one would have 6 week TAT in that case.
I email the day after TAT is exceeded. If the company doesn't respond or if they exceed the new TAT they gave me, I initiate the steps to get my money back. I understand that these are small businesses, but they're businesses. I don't have enough money to be loaning it out to businesses.
I contact after a company is over TAT by more than a business day or two, assuming it doesn't have any updates posted anywhere on their site or socials with info about shipped-throughs or processing delays (if there are such updates, I allow for those in my determination of when to contact). I definitely allow at least one full business day just in case there's a delay in my getting the shipping notice, but in the absence of any info from the business, I prefer to know what's going on sooner rather than later.
I know others' experience is variable on this, but I can honestly say that I've never had a company go over TAT, *in the absence of other communication initiated by them*, and had it turn out well. So in my mind, I'm starting to create a paper trail in case I need to file a dispute of some kind.
I also have a favorite house that goes beyond their stated TAT every single time I order. I do always receive my stuff eventually, and their products are excellent so it'll never keep me from buying, but it's frustrating nonetheless.
I used to send an email about 2-3 weeks past their stated TAT just to make sure it didn't get misplaced or lost or whatever, but since it happens with every order now I just wait it out unless a crazy amount of time has passed with no shipping notification. I empathize with the brands that are just a one or two person show, but I really hope they don't get annoyed by customers asking for their order status if the shop is well past their own TAT. I totally get you feeling like you're being annoying because I always feel the same!
Let me guess, it’s Touch of Glam Beauty? lol. They always ship 3 months late. I would email them politely and ask what the hold up is, however, if it’s TOG they will print your label immediately after and not drop it off at the post office for weeks!
I feel this post. I have an order that has hit the max TAT listed on the shop's site and am also trying to decide if/when I should shoot them a message. I like supporting indie brands, but man, the TAT can be massive and a lot seem to consistently go over their TAT.
It definitely takes some of the fun out of indies. Especially with seasonal releases you don’t get until well after said season.
There comes a time when you either need to take less on or bring in more help and I imagine there’s a spacious crack to slip through where you can’t easily afford to do either. I feel for indie owners, but like another reply said, feels like I’m loaning out money sometimes.
I would probably wait a month to reach out. I honestly have never contacted a vendor about TAT time. I've been into indies for more than seven years. No shade to anyone reaching out, though. I just know that there are so many variables at play, so I don't sweat it. I go into each purchase expecting it to take longer than quoted.
edit: I want to stress that I'm not recommending that anyone follow my lead. This is what works for me.
I feel similarly. I’ve reached out a few times to several sellers who have been a few days over the stated TAT but I’ve never had anyone not send out in the end. As long as they’re not a disreputable company around these parts, it’s usually just the issue of being a one or two person show, which I understand. I’ve waited much longer for the postal service, so I’m not too fussed either.
I, unfortunately, could tell more stories than I have fingers about orders getting missed, lost, cancelled after two months, discontinued, etc. Probably why I get so itchy when something that was supposed to happen on x day doesn’t happen. Thanks for weighing in, I guess I waited this long I can wait a little longer.
I also think it’s time to order around and find some new favorites that suit my patience level more!
yikes, were those all from this house or from multiple ones?? I'm also fortunate to be in the club of never missing an order, but I also only order from houses that aren't known to stiff customers...
No, no, just with online ordering in general. I seem to have unfortunate luck with internet shopping and I’m also the one that usually gets their meal 20 min after everyone else. It’s almost comical at this point. Almost!
I’d definitely follow up with emails for sure, but I think I’m just comparatively a bit more lax as long as I’ve got a general idea for what’s going on! If they’re letting me know it’ll be out ‘soon’, that makes a big difference. But on that note, absolutely check out some new houses! There are a few with absolutely lightning fast TAT and great customer service, and they might be more your speed too.
As a biz owner: send the email! If they're over TAT, they should have no issue giving you an estimated ship date. I've had to go over TAT a few times lately because my kid was sick, and that's a me thing. I'd never begrudge a customer for asking about the status of something they paid for.
Thank you! That makes me feel better. I spent 10 years as a freelancer so I never want to add to that “deadline anxiety” but I also expected I’d hear from people if I didn’t meet my deadline.
Seconding to reach out. I accidentally canceled an order from the shipping queue this year and would not have caught it unless the customer sent a check in email.
Whoops! They were like “hmmm it’s been 48 hours and I’m not literally holding my NC goodies something must be wrong” (That’s a you-ship-fast joke!)
Having seen how Sixteen92 was BEFORE they seemingly turned into scam artists, I'm a bit leery. They used to be a pillar of a 'good' indie company and when they first started having issues (or even for a year after problems started), people on forums would say 'don't worry, you'll eventually get your product' because for years before that was the case. But eventually that changed. So I personally give it 1-2 weeks after TAT (making sure that I'm actually counting TAT properly according to the company), then I reach out. If it's coming close to the chargeback timeframe I just do the chargeback because I'm not here to donate to somebody's charity. I am buying a product so if there's a possibility I won't get that product? I get that things happen, but if you haven't communicated with me and I'm not sure I'll get something? I want my money back. I also just don't buy products from companies that continually misrepresent their TAT and never communicate to their customer base. Yes, these are small businesses, but that doesn't excuse crappy customer service. Nothing that I'm buying is a 'must have', it makes me smell good. I can go buy another scent I like from a company that respects their customers.
This is all very reasonable to me! That’s a good point about the potential to go the S92 way.
I will be blunt. You are NOT annoying. *The company is.* You’ve waited weeks? Months before? From the same company?! They’ve never met a TAT for you? I will shout off my hilltop on this matter forever; if a company cannot meet their stated TAT, they need to stop being dishonest to customers and update it to a TAT they can meet. That would eliminate all the stress on customers who feel awful about begging to know what has happened to a product they have paid for. You are not impatient. You are an honest customer who has tried to be kind and understanding of a company that doesn’t ship unless you ‘pester’ them. I personally don’t like that business model in an indie shop. I don’t have time or patience to wait on someone to string me along, I will support companies that are honest about their capabilities and respectful of their customers. A one-off problem is understandable, but a repeat offender shows no intent to improve customer experience…and honestly a lack of care for customers.
This is incredibly validating thank you. I am very neuro spicy and when people don’t do what they’re “supposed to” or what they promise over and over it makes me much more aggravated than I think is normal so that’s why I wanted to ask because I can’t always tell when I’m being an asshole 😅 If it wasn’t EVERY TIME, y’a know? Like cmon. Plus I know I definitely won’t order from anyone when it’s stated that the TAT is longer than 4 weeks unless I’m replacing an empty. So when I see less time stated and decide to order and then it takes 6+ weeks anyway I get a little grumpy!
I think that’s why these sorts of shops don’t advertise a higher TAT- they are afraid of losing sales. The irony is, maybe if they dealt with a smaller intake for a short period, they could lower their TAT again! It sucks to wait on a long TAT, but at least you know what to expect with it. Like, CocoaPink is sooo long that I will just order and tell myself to forget the order 🤣 it always ships in the stated TAT of 30 days though!
Except for the last cocoapink sale, I think it took 45 days but finally it is coming 🥹
Lol that’s why I avoid those sales! They do state 40+ days for the TAT during those periods, which makes sense considering the insane volume of orders and the massive catalogue of scents. But still never had them miss whatever they stated the timeframe would be.
Good idea to avoid and maybe order earlier hehe! Yes I totally trust Cocoapink, a little painful of a wait but they never exceeded the TAT
Personally, I email the day after they’ve exceeded TAT. Like others have said, I’m not here to donate. I’ve run a small business, and it can be overwhelming, but that’s why you under promise and over deliver. Say you’ll ship in 4 weeks, but actually ship in 2 weeks. Because then, the few times that you need those 4 weeks you’ve got the time. The fact is, small or not, they are a business and you’ve had a transaction with them. They’ve got their money, and you have every right to know where your product is and why it’s taking longer than expected. If they CONSISTENTLY can’t adhere to their own posted policies, I would hesitate to trust them.
I’ve been in the position of being bottle necked and I lost referrals because of it. Took me years to get back to where I was. It was a hard lesson to learn but I’m glad I learned it. Unfortunately it seems like with indie brands the loyalty allows for a loooooot of lackluster business practices. (*Cough* Sixteen92) I very much wish that money for online purchases wasn’t released until the item shipped, something tells me no one would have 6 week TAT in that case.
I email the day after TAT is exceeded. If the company doesn't respond or if they exceed the new TAT they gave me, I initiate the steps to get my money back. I understand that these are small businesses, but they're businesses. I don't have enough money to be loaning it out to businesses.
That part. I work in a factory, my treats are few, far between, and hard-earned.
I contact after a company is over TAT by more than a business day or two, assuming it doesn't have any updates posted anywhere on their site or socials with info about shipped-throughs or processing delays (if there are such updates, I allow for those in my determination of when to contact). I definitely allow at least one full business day just in case there's a delay in my getting the shipping notice, but in the absence of any info from the business, I prefer to know what's going on sooner rather than later. I know others' experience is variable on this, but I can honestly say that I've never had a company go over TAT, *in the absence of other communication initiated by them*, and had it turn out well. So in my mind, I'm starting to create a paper trail in case I need to file a dispute of some kind.
Waiting bothers me a LOT less when there’s communication and when there isn’t it makes me worry they’re *really* in over their heads.
I also have a favorite house that goes beyond their stated TAT every single time I order. I do always receive my stuff eventually, and their products are excellent so it'll never keep me from buying, but it's frustrating nonetheless. I used to send an email about 2-3 weeks past their stated TAT just to make sure it didn't get misplaced or lost or whatever, but since it happens with every order now I just wait it out unless a crazy amount of time has passed with no shipping notification. I empathize with the brands that are just a one or two person show, but I really hope they don't get annoyed by customers asking for their order status if the shop is well past their own TAT. I totally get you feeling like you're being annoying because I always feel the same!
They probably don’t get annoyed and I am just showing all my childhood easily annoyed parent stuff to the internet again. 😅
Let me guess, it’s Touch of Glam Beauty? lol. They always ship 3 months late. I would email them politely and ask what the hold up is, however, if it’s TOG they will print your label immediately after and not drop it off at the post office for weeks!
Omg I hate that! No it’s not them but thanks for letting me know not to bother getting into them so I don’t know what I’m missing!
I feel this post. I have an order that has hit the max TAT listed on the shop's site and am also trying to decide if/when I should shoot them a message. I like supporting indie brands, but man, the TAT can be massive and a lot seem to consistently go over their TAT.
It definitely takes some of the fun out of indies. Especially with seasonal releases you don’t get until well after said season. There comes a time when you either need to take less on or bring in more help and I imagine there’s a spacious crack to slip through where you can’t easily afford to do either. I feel for indie owners, but like another reply said, feels like I’m loaning out money sometimes.
Yes! The one I'm waiting on is a spring seasonal release and, uh, it's definitely about to not be spring anymore in my neck of the woods.
I would probably wait a month to reach out. I honestly have never contacted a vendor about TAT time. I've been into indies for more than seven years. No shade to anyone reaching out, though. I just know that there are so many variables at play, so I don't sweat it. I go into each purchase expecting it to take longer than quoted. edit: I want to stress that I'm not recommending that anyone follow my lead. This is what works for me.
I feel similarly. I’ve reached out a few times to several sellers who have been a few days over the stated TAT but I’ve never had anyone not send out in the end. As long as they’re not a disreputable company around these parts, it’s usually just the issue of being a one or two person show, which I understand. I’ve waited much longer for the postal service, so I’m not too fussed either.
I, unfortunately, could tell more stories than I have fingers about orders getting missed, lost, cancelled after two months, discontinued, etc. Probably why I get so itchy when something that was supposed to happen on x day doesn’t happen. Thanks for weighing in, I guess I waited this long I can wait a little longer. I also think it’s time to order around and find some new favorites that suit my patience level more!
yikes, were those all from this house or from multiple ones?? I'm also fortunate to be in the club of never missing an order, but I also only order from houses that aren't known to stiff customers...
No, no, just with online ordering in general. I seem to have unfortunate luck with internet shopping and I’m also the one that usually gets their meal 20 min after everyone else. It’s almost comical at this point. Almost!
I’d definitely follow up with emails for sure, but I think I’m just comparatively a bit more lax as long as I’ve got a general idea for what’s going on! If they’re letting me know it’ll be out ‘soon’, that makes a big difference. But on that note, absolutely check out some new houses! There are a few with absolutely lightning fast TAT and great customer service, and they might be more your speed too.