The problem is that number 2 *did* happen, it happens automatically. We cannot turn off the email that is sent, it just goes out. The fact you didn't receive it was the problem, not the fact this stage was missed out. Other than sending repeat emails there's no avoiding this. Quite often spam filters delete our emails and sometimes people use services like MailBlocks (which our automated system cannot self-approve).
We always have stock of all our products, so that isn't an issue. As for the shipping date, you're right we don't inform of that and without the ability to track a package anyway it's of limited value. The cost of sending items via trackable means is high and would add significantly to our product prices, which is why we don't do it. It ought to be an option though and it will be in the future.
The problem is most people just don't expect the items to ship from the UK, but they do and this adds delay no matter what method is used.
Quote: "I don't believe that 4 to 5 days is acceptable in todays environment"
It says clearly to expect this long. Forewarned is forearmed and all that. It's a realistic timescale given the volume of mail we get.
Quote: "even that response time didn't happen in my case until you got involved."
Probably because only 1 of the emails sent got here?
Looking at the logs I can see that the rest of your enquiries were answered within 24 hours, if I could control them all I would, but there's only so many hours in a day. Roll-on more support staff!
Cheers,
Rich
"Gentlemen, we have short-circuited the Universe!"
