OK peeps, this week I have a bit of a saga for you. I’d like to know how you’d have proceeded given the same circumstances, because I’m feeling a bit angry and a lot disappointed.
I found this jumper via a tweet from a friend. Lovely and pink and I love me a bit of pink. (What, you got that from the web site already?)
Since we all know it’s impossible to get nice knits in long lengths here in OZ, and difficult to find colours in tall sizes generally, I threw that baby straight in the shopping cart.
Well, actually there was a slight delay. Here’s the story:
First, I try to log on to the site. Not possible. Arrive direct to Banana Republic and I am greeted by a popup that asks if I want to shop in Aussie dollars. OK so far: that’s actually helpful. What’s less helpful is the fact that the popup is broken: there is nothing to select in the preferred currency dropdown and you can’t continue until you have selected something.
With a bit of messing about, I figure out that I can go to the Old Navy or Gap sections of the site and log in there. Brilliant. I then travel back and find the jumper I want. Into the basket it goes. Now let’s go to checkout.
Holy Mother of… what??
$60 shipping? IS IT WRAPPED IN DIAMONDS?
So after a little griping on Facebook, I decide to be pro-active. I tweet the company asking why it would cost them $60 to ship this to me. Twice. And got ignored. A subsequent email WAS answered:
Thank you for your email. We appreciate the time you’ve taken to contact us and are sorry to hear that you feel our shipping charges at bananarepublic.com are unreasonable. In an effort to ship your package quickly and efficiently to your address, we use a third party, FiftyOne, to facilitate international shipping [...]. FiftyOne bases your shipping, handling, and duty costs on your order contents and the shipping destination.
We appreciate your feedback and will be sure to pass it on to the appropriate individuals within our company. Your business is important to us and we look forward to shopping with you soon.
I’m sure they do.
So I contact FiftyOne.
Who ignore me.
So I contact Banana Republic and say that Fifty One ignored me, and I’m starting to get kind of upset seeing as how everyone just seems to want me to go away, and yet here I am trying to buy their products. I’m still trying to be polite though.
Banana Republic promptly ignore me for several days.
But it’s cold in Melbourne. I check back thinking maybe I should just order it, try to ask for my shipping money back, and deal with the cost if they won’t help (I really want this).
By this time the jumper is sold out in my size.
However it does seem that someone has fixed the angrifying dropdown box. I also got an email today asking for my phone number and when I hear from them I will let you guys know what happens. I will be interested to see if they want to fix the problem, or if they’re out for some damage control. Either way, I missed out on that jumper.
Lessons learned?
- Shipping costs matter. $120 is not a crazy price for a jumper. It IS a crazy price for a jumper that costs $60 (INCLUDING shipping in many cases) for people who live in the USA. If I’d been told that jumper cost $120 it would probably be mine now. Am I crazy? I don’t think so — the difference in the way I and the US customers were treated made me feel unwanted and angry, and thus not likely to buy.
- Are you a retailer? Then you MUST take responsibility for any contractor’s behaviour. It’s never good enough to say “we farm that job out to so-and-so”. The people who work for you are your best (or worst) PR.
What do you think? Would you have ponied up the $60? Am I making a mountain out of a mohair molehill?
[edit -- you can read the conclusion to this in this post.]
Oh my god, I know what you mean! I have a few favourite US-based online shops, and they all charge a ridiculous amount for postage. When I was in the US I actually went to one of the stores and asked why it was so expensive to send clothes to Australia, and they of course didn’t have a clue that it was so much.
One alternative is to get it sent to a friend in the US, who can then send it to you… but that involves having a friend over there who’s willing to do that. And why should we even have to?!
Love your blog, by the way – I came across it after you posted something on tall women on the SMH site (or maybe news.com.au).
From what I can gather at Banana Republic, all the majors who use FiftyOne — shoes.com is another prominent one — just ship to FiftyOne as to any other customer and then take little interest in what happens after that.
Did you find some decent clothes/shoes in the US? I went in 2002 and bought my first ever pair of really sexy, feminine shoes. It was a real eye opener for me — must blog about it soon!
Thanks for such kind words Mel, I will email you proper thanks…
Anne I have had the exact same problem – I ordered the ugly/pretty shoes I blogged about (even though my husband said he didn’t understand their “potential as shoes” haha) and Amazon charged 40 Australian dollars for shipping – but it’s for express international so I guess that’s justified. But I still wouldn’t have paid that much but I clicked the “buy” button before checking properly and once you’ve done that you can’t cancel orders, not international ones anyway. I think they’re not particularly careful or helpful or thoughtful when it comes to overseas customers!
Hey Anne, you need to get a US contact, all my family gets there stuff sent to me, and then I send it on, it’s an absolute travesty they charge poor bloody Aussies a kings ransom for postage, especially when stuff is so horribly expensive in Aussie. The alternative is, save all your dough, fly to the US and shop here. They make clothing for tall girls. They make clothing for all size girls, doesn’t matter width, breadth, leg length. I remember when I lived there jeans were always an issue, they were always up my legs, because they were made as a 28 or 30 inch leg. Here you can get your waist and leg length as you want. Hey, you know when we order from Aussie, and yes I do, (I love, love, love Sascha Drake’s stuff, hey look them up, on the web, she has some kickin frocks, oh, and she loves playing with patterns and colors) the postage is alway freakishly high, but that’s because…….its freakishly high, cheers
Hi Jo! Thanks for dropping in. I certainly do need a friend in the US
I flew to the US in 2002 (so long ago now) and had my first experience of a flirty, feminine shoe. Amazing. I can honestly say it changed my life. What we need is for all those great companies to invest in their own decent shipping systems! Of course it costs a lot — I think we all understand it costs a lot to post something half way around the earth. But trying to make a profit on that is a bit wrong-headed IMHO.
Oh, I had a look at Sascha Drake. SO pretty! Do you find her pieces fit?
Anne, I have 3 pieces and they fit beautifully from SD, the ones I have are the stretch pieces, they are so versatile and you can do stuff with them. I also thought of another American designer that you would like, Carol Anderson, she makes CAbi clothing. She is a former model that fill out to normal proportions and got sick of not being able to buy clothing. I love her stuff so much I own nearly entire collections, she has really amazing quality clothes for reasonable prices. I love her dress pants, you can get them with any length you need check out her web site http://www.cabionline.com/Fall2010/index.asp#/Home/
Cheers
Oh, cool! Thanks Jo, I will check them out.
Anne,
They certainly could use a closer look at their international shipping processes. As a business owner (or two) I deal with international shipping a lot. I can say that shipping from the US to AUS is very expensive and time consuming, which is why companies like BR use outside companies like Fifty One to manage this process. Based on my experience an item like that should have cost maximum $40 (USD) and with a little squishing as little as $14 to $20.
But do understand these companies have standardized packaging they purchase in the tens of thousands. This packaging is targeted to their main market (US) and may be of a size that costs more to ship. I’m also guessing that Fifty One is adding a decent markup for their services and labor. This is probably the difference between $40 and $60, but hopefully not $14 and $60!
Not taking BR’s side here, just trying to give a little bit of info from someone who deals with this stuff all the time. Look forward to reading more of your blog.
Thanks for that Alexander. It’s a very rational response, so thank you. I’ll work it into a blog post for tomorrow — keep an eye out!
I have just had a similar experience. I took great care and a lot of time to choose what I wanted to buy from Old Navy. (A selection of Tall items). The total order was USD119. But the shipping cost was USD84! At that point I backed out. The website offered me a chance to tell them why I was backing out so I let them know. I pointed out that longtallsally in the UK charges about USD25 to ship to NZ. Every boxing day I go online to the Long Tall Sally sale, it’s great to be one of the first in the door!
I am now here at this blog as I am looking for Australian online stores that sell Tall women’s clothing. I have exhausted the US, UK and NZ where I live in the search for the perfect jacket!
I had a similar experience shopping at Old Navy 2 days ago. The total order was 44,49$ and the shipping (in Romania) was 102 $!!!!! But, unfortunatelly for me, they have a system error, so I saw that shipping was only 10$. I didn”t have a clue about the costs because it was the first time when I did that, and I pressed the BUY button! When they send me the order confirmation I couldn’t belive! So I sent them an email (20 minutes after) to cancel my order, but they told me this is very difficult, almost impossible. They suggest me to refuse the packege with all the procedure. I don’t know what to do! I don”t have a friend in US to help me, but it”s absurd to pay 102$for shipping and the order to be 45$
I had the same problem with them and it was lucky I checked the total before I submitted the order.
I sent them an email but they did not respond. This is such a shame because so many of us do most of our shopping online either because that is the only option for most of us due to family commitments/work/health etc.
The thing that I don’t understand is that I can order shoes from the Amazon and postage is either $14 to Melbourne via Australia post or $30 via delivery service. It is beyond me I would shop with them only if the postage was at a better price and I am sure many more of us would. The sooner the look at it the better it would be for them.
Edel recently posted..Alannah Hill delight
that’s too much for a shipping fee!!..and it doesn’t matter is it’d fiftyone or any shipping company..banana republic should contact this fiftyone..and get the best rate possibles for customers..not let customers call them..
Adelaine recently posted..play angry birds at pc
Wow! AUD 60! That really cost a lot, almost the same amount to the item. I’m sure you didn’t see that one coming, assuming its banana republic, reputable at least.
Pearl recently posted..parking games for cars
wow that big for shipping? that’s offensive!
win recently posted..angry bird rio
i think the shipping fee depends upon the location.. maybe it’s that big because you’re somewhere far, you can try look someplace else
qarr recently posted..-CHRISTMAS PARTY INVITATION CARDS
your post really is awesome!! i can see that you really are a non-quiter, hahaha!! that’s great! it is nice to hear from gutsy people like you!! i’ve tried that also 600pesos for apolo-shirt for my girlfriend and yet the shipping fee is not yet included! CRAP!
piliksalbador recently posted..angry birds
I can honestly say it changed my life. What we need is for all those great companies to invest in their own decent shipping systems! Of course it costs a lot — I think we all understand it costs a lot to post something half way around the earth.
I think we all understand it costs a lot to post something half way around the earth. But trying to make a profit on that is a bit wrong-headed IMHO.
4everjohanne recently posted..Diet Plans for Men
Wow! I have to pay for the freight the same price with the item? oh oh no way. Anyway I’d rather purchased it at the mall. Then it’s hassle free.
brunagirl recently posted..dating profile
What we need is for all those great companies to invest in their own decent shipping systems! Of course it costs a lot — I think we all understand it costs a lot to post something half way around the earth. |
roronoa recently posted..monster truck games
I can honestly say it changed my life. What we need is for all those great companies to invest in their own decent shipping systems! Of course it costs a lot — I think we all understand it costs a lot to post something half way around the earth. |
jazz0506 recently posted..play monstertruck games
Amazing, I can honestly say it changed my life. What we need is for all those great companies to invest in their own decent shipping systems! Of course it costs a lot I think we all understand it costs a lot to post something half way around the earth.
Lyn-Lyn@ Parads recently posted..games like angry birds
I’m sure you didn’t see that one coming, assuming its banana republic, reputable at least. |
megatron06 recently posted..truck racing games
Wow. SO thankful of you Miss Anne to post this. This is very helpful nowadays for i guess all of us are so busy so its preferable to have an online shop. Keep it up girl.
Lani recently posted..the south beach diet
Wow! I have to pay for the freight the same price with the item? oh oh no way. Anyway I’d rather purchased it at the mall. Then it’s hassle free.
hunterX0506 recently posted..car games
i am a bloke who is a massive banana republic fan. They are a bit of a Myer/David Jones in that they are married to a store based retail model and their online access I personally find woeful.
Having travelled regularly to the States and always purchased extensively at BR whilst there I can vouch for the fact that instore the range is enormous and it is so cheap it is frightening to most Australians. They just continually mark things down from prices that are already a fraction of what a comparable item here costs, then if you are from out of state they give you the sales tax back.
Regarding the website I am in love with their cotton slim fit non iron business shirts. I bought 5 instore at the Grove in Beverley Hills in August for roughly 25 aussie dollars each after all reductions. Online having fought their awful website to find them the total price including shipping was north of 100 aussie dollars.
BR also have a feature where if you take your receipts to a store within 30days they will scan it and if anything has been discounted further they will refund you the difference.
Buy a ticket to LA. Currency being the way it is you will save more shopping there than it costs to get there!