store.lds.org Online Ordering Not Reliable?

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ckmcdonald
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store.lds.org Online Ordering Not Reliable?

Postby ckmcdonald » Mon Jun 04, 2012 7:56 am

The last two orders I placed on the store.lds.org website were dropped. The first time I waited 5 weeks then called in. I was told that the system "normally drops some orders". I was asked to place the order again. The same thing happened the second time.

I just got off the phone with them and I asked if the online ordering system was reliable and was told it was not and not to use it.

I don't see any feature on the site that gives order status, it just provides a simple acknowledgement that the order was placed. This forces me to sit and wonder if my order is being processed, or call in.

Prior to these two orders I have not had any trouble with the online ordering system. Is this what others are seeing - is the system so unreliable now we can't use it?

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jeromer7
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Postby jeromer7 » Wed Jun 06, 2012 5:52 pm

I have not had any orders dropped, but then I only order occassionally, the latest was two weeks ago. I too, would like a way to monitor order status on the site.
JLR

eblood66
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Postby eblood66 » Wed Jun 06, 2012 6:20 pm

ckmcdonald wrote:The last two orders I placed on the store.lds.org website were dropped. The first time I waited 5 weeks then called in. I was told that the system "normally drops some orders". I was asked to place the order again. The same thing happened the second time.

I just got off the phone with them and I asked if the online ordering system was reliable and was told it was not and not to use it.

I don't see any feature on the site that gives order status, it just provides a simple acknowledgement that the order was placed. This forces me to sit and wonder if my order is being processed, or call in.

Prior to these two orders I have not had any trouble with the online ordering system. Is this what others are seeing - is the system so unreliable now we can't use it?


For the most part I haven't had problem but a couple months ago I had two orders in a row (one was the replacement for the other) and both were dropped. I finally had to call in to make the order to make sure we got it in time. I was told that for some reason the order didn't get from the online system to the order fulfillment system. At very least it would be nice if there some way to verify that it's been put in the fulfillment system successfully.

I haven't had occasion to make any orders since then.

lajackson
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Postby lajackson » Fri Jun 08, 2012 10:24 am

The online ordering system is not intuitive. I have placed several personal orders that never went through because I never clicked on enough buttons at the end of the process to actually make it go. You have to keep going about two more screens after you think you are finished.

In several cases, I have called in, they have verified the order is not in the system, and have taken it over the phone. In one case I was able to go back in, find the partially completed order, and finish it to the computer's satisfaction.

I have not (yet) had a case where I actually got the order in the system with a confirmation number where the order was dropped. If this is a problem folks are actually experiencing, it appears it would be wise to make a habit of calling the distribution center a day or two after an online order is placed to make sure they actually got it.

And if enough people make those calls, they might even try to fix the system.

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ckmcdonald
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Postby ckmcdonald » Fri Jun 08, 2012 8:04 pm

Both my dropped orders are listed in my order history and both have order numbers. I'm pretty sure I "pushed all the buttons" - but of course I don't know for sure. The fact that they are listed in my order history with order numbers makes me believe I did.

The only thing close to unique about the two is they are for the same item and the item happens to be a no-charge item.

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johnshaw
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Postby johnshaw » Sat Jun 09, 2012 4:39 am

I have regularly used the store for both unit ordering and personal orders, I have had 100% positive results and never felt like the order process was anything different than a typical online store checkout.

On the other hand, I have had orders that I phoned in - a stationary order to be exact, disappeared off the face of the earth.

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ckmcdonald
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Postby ckmcdonald » Mon Jun 11, 2012 7:58 am

My order finally came - third time's the charm I guess. The order placed by phone arrived in less than a week. I placed my original (dropped) order April 15th - so it took two months overall. I'm still a bit perplexed that I apparently can't trust the online ordering system. I really like the site but it's not useful if I have to sit and wonder if my order got taken or not.

javert42
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Postby javert42 » Mon Jun 11, 2012 10:31 pm

The last time I used it, I ordered 12 copies of Handbook 2, and I was sent 12 Books of Mormon. It took 2 different phone calls to get the correct order sent to me.

allenjpl
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Postby allenjpl » Mon Jun 18, 2012 8:17 am

I've had good success with the ordering system, with one exception. I recently ordered some donation envelopes. They are flagged somehow, so the shipping option told me they could only be shipped to the unit leader's address and didn't provide me with a chance to change it. The order came to my address anyway.

jimbaird
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Postby jimbaird » Tue Jun 19, 2012 9:23 pm

I would be interested in knowing the Online Store Order Number of orders that people feel have been dropped. I am looking into these complaints and need further information. As you may guess we do many orders a day so researching a few issues about dropped orders is like finding a needle in a haystack and the developers will usually need more information than is provided to Customer Support. Thanks for your help in making the Online Store better.


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