ClamsDirect's checkout system s*cks!

[addict]

Well, for the third time in a row, I am not buying any clams from clamsdirect...
and I'm probably not going to even consider buying from them again...
Don't get me wrong... Barry's a great guy, and he's got a great product, but I'm sick of getting screwed when I go to checkout.

Here's the scenario:

We've been waiting for 3 or 4 days for the new arrivals to go up, and get the 'New Arrivals' letter yesterday stating they'll be back online at 'around' 4pm PST today...
So, we spend the whole afternoon loading and reloading the page waiting for them to actually show up... (they've been known to show up 'hours' earlier than stated).
So they finally show up at about 3:30pm (a bit on the early side), and we quickly find a maxima clam that we like, add it to our cart, and decide to see if there's anything else we might want, and start browsing the other categories...
Well, we browse for less than 5 minutes, and find another two crocea's that we like, and add them to the cart for a total of 3 clams (and about $150).
Well, we proceed to checkout, only to find that once again, we've gotten screwed by their checkout system, and the maxima clam has been bought right out from under us.
The other two were still there, but we said the heck with it... if the store can't guarantee that the stuff we put in our cart will be there when we check out, then we don't want to do business with them.

The explanation for setting up the checkout this way, given by clamsdirect, is supposedly to prevent people from hoarding a bunch of clams in their cart, but this could be easily remedied by having a 10 to 15-minute time limit from when a clam is added to when it must be purchased (possibly preceded by a warning that you should proceed to checkout)... as it is now, it's basically a free-for-all, with those who only buy one clam benefiting... thank goodness all stores aren't set up that way.

So, until things change, I won't be shopping there anymore... this is the third time in a row this has happened, and I've hit the end of my rope (I normally don't vent like this).
I guess I'm just looking for some sympathy (yeah, right )... but it's extremely frustrating, especially when it keeps happening over and over and over...

I'm not trying to turn anybody against Barry N. or clamsdirect, just wanting a place to vent my angst at something that's been a thorn in my side for a while...

David.

[Craig Manoukian]

Moved this to Vendor Experiences and will PM Barry with a link. Very valuable, albiet unfortunate, information Dave. Caveat Emptor, eh?

[reefrunner]

That sucks, I had planned to look into buying from Barry, but just like I don't go shopping the day after Thanksgiving, I won't online shop in a free for all. I agree a tiime limit on the cart would solve everyones problems.

[NaH2O]

I'm sorry this has happened. Barry is awesome, and his customer service can't be beat....hopefully the check-out issues will get worked out.

[addict]

I agree... when I've bought stuff in the past, Barry's been more than helpful, and he's a great guy running a great business...
I just wish there was a more equitable way to run the checkout than the 'first-to-checkout' free-for-all that's currently in place.
Really, it prevents people from spending more on clams because they're so worried they won't get their first-choice clam (even though it's already in their cart) they rush to checkout before somebody else can do it... it's like I was penalized because I wanted to browse a couple more minutes and see if there was anything else I wanted to buy...
I wouldn't be so miffed, other than the fact that this is the 3rd time in a row the above scenario has occurred... and I figured that with a minimal 5-minute browse time there shouldn't be any problem...

Once again, I don't want to sound like I don't like clamsdirect or Barry... this is totally focused on the checkout system.

Also, thanks to everybody for not telling me to quit whining...

[Curtswearing]

Playing the devils advocate, it might be possible you are dealing with demand/supply issues instead of poor business practices.

However, I don't know as I have never purchased a clam before. With that said, I had a friend who was amazed that not only did Barry make sure their order was right, he also sent an email to ensure that his order arrived safely. That's good customer service in my book.

Dave, I hope you don't mind if I send a PM to Barry regarding this issue.

Curt

[NaH2O]

Barry make sure their order was right, he also sent an email to ensure that his order arrived safely. That's good customer service in my book.

(Or a phone call from Barry, which puts the customer service over the top.)

[Barry N.]

Thanks for the input and I will address this as soon as I can. And I will address it

Sorry!!!!

[Craig Manoukian]

Thanks Barry you're an ace!

[Barry N.]

I'm disappointed that I did not have the opportunity to address this issue directly, that I had to find out on this open forum.

As a result of these concerns I have instructed my software guru to research the problem to see if we can create the delay mentioned. As stated by you, we have done this as some people in the past have put up to 30 clams in their shopping cart with no intentions of buying but taking them out of inventory so other could not purchase them. Re-writing software sometimes is not the easiest thing to do but we will sure see what we can do. In the past we have not considered this a big issue as hardly anyone has brought it to our attention.

Obviously, it's a bigger problem then we were lead to believe.

Thank you for your input.

We always strive to improve our service!

Regards,

[semigodd154]

now that is the way to do business directly to the point Barry if nothing else I think this is definately gonna increase your business. Very professional way to deal with this. WTG

[addict]

Hiya Barry...
You're correct, I should've taken this directly to you... I didn't mean anything malicious, just wanted to see if I was being unreasonable in the court of public opinion.

Thanks for playing devil's advocate Curt... and you're correct in that it's definitely a demand/supply issue... the clams were just flyin' off the shelves today.

And to everyone else... ClamsDirect is top notch, and Barry is a pleasure to deal with... it was never my intent to call either one of those facts into question... my only beef was with the way the checkout system functions on their website... and was just wondering if a more 'equitable' way could be implemented.

[Barry N.]

David,

Hopefully we can change something in the software to clear this issue up.

On the other hand, if someone has something in their shopping cart and then it is releasted back into inventory with a time delay as mentioned and someone else wanted to buy it but elected to select something else as the one they wanted was Out of Stock later finding out that it was still in inventory, they would most likely be upset as well. Kind of a catch 22

[Craig Manoukian]

I am so pleased at the civil disposition of this situation. My hat's off to Barry and Dave!

[mnreefman]

agreed...