Note from Keith Specialty Store:
We understand this customer's frustration in not getting his order when expected. Our investigation into this customer's order shows it was placed at 5:50 PM on May 14, Tuesday. It was shipped Wednesday, May 15 via UPS 2 day from one of our suppliers. We sent an email with a tracking number at 9:08 AM Thursday morning, May 16, and the package arrived May 17 Friday, at 6:06 PM.
Until we received this comment, we felt this was good service. Our UPS truck picks up between 4:00 pm and 4:30 pm each day so orders placed after our cutoff time of 3:00pm do not get processed until the next day. Drop Shipments take a day for us to get the tracking number from our supplier. Since we do not staff our store after 6PM, we send the email with the tracking number the next morning.
Since this order was placed 10 minutes before closing, we felt that any customer would not expect it to ship that day. However, we have looked over our website and realize that we have not done a good job of communicating that orders received that late will not get processed until the next day. We apologize that we have not done a better job of communicating our cut off time. We will fix this.
We originally felt this customer's comment was unfair, but now feel he has a valid point and apologize that he had to deal with an agitated wife and uncomfortable baby. We will be refunding the difference between UPS 2 day air and UPS 3 day air. We will also be making changes to our web site to be more clear about our order cut off times.