Item not available in an order
complete
H Cheng
When I was using WhiteRabbit service, their customer service is great. If one item in my order is not available, they would ask if I would like to purchase alternative or would check with me first would it be okay to order the rest of the items in the same order. This is not the case for Japan Rabbit. If an item is not available for purchase at ordering time, the staff would simply cancel the item without asking the customer first. Please fix this. Thank you.
S
Sabina Fischer
complete
We have added a new option to checkout where you can include your preferences for sold out items.
Joseph Arcila
Merged in a post:
Out of stock notification email prior to completion.
Eric Cheung
An email notifying item(s) within an order is out of stock should be sent prior to completing the purchase, similar to how White Rabbit did. A cancellation on an item will impact the service fees and on top of that, if I want to replace the item with another I am now forced to reorder from the same store which inturn making me pay the shipping cost twice (from store to Japan Rabbit warehouse) and having a minimum $9 service fees charged on top. I feel like there is lack of customer service in this regard.
Can you imagine ordering a meal at a restaurant and when they realized they are out of the main, they just gave you your sides without telling you?
Joseph Arcila
in progress
Max Hodges
under review
Thanks for your feedback. We are the same company but we do have a few new buyers. So this issue might be a difference in training between a few new members. Thanks for letting us know. I've informed the team manager so think should improve shortly.
Eric Cheung
Agreed! This caused me to pay for shipping twice from the same store with a higher service charge as well since I would want to purchase a different bundle of items when the first was became out of stock. Not very happy with the lack of communication when items become out of stock.
C
Chris
This was where the order specific comments/chat was useful too. you could add a note of 'if x is sold out please cancel whole order'. If the main item is sold out then the rest may not be wanted as could impact the fees a lot. Happened a few times to me at WR where what was in stock was cheap and below the minimum fees but at least was consolodated for free when re-ordering from a different place.
H Cheng
Chris: This might work for some items but it's not feasible to write every single possible alternatives for a huge order. This is more about communicating with your customers.