Appauled at Zaino's service.

Need some cheese to go with that "whine"? :bawling:



They probably get hundreds of orders a day.



Did you ever think the delay was at UPS' end? They handle millions of packages a day.



The fate of the free world does not hinge on whether or not your order comes in "lightning fast"....
 
DaGonz said:
Did you ever think the delay was at UPS' end? They handle millions of packages a day.
Click to expand...



I've had plenty of packages SAY they've shipped and have a tracking number to "prove it" and yet it still takes over 3 weeks to get to me. The issuing of a tracking number just means they printed off the paid label. It doesn't mean it's left their facility until you see it reflected as picked up or processed in the online tracking system.



Be that as it may, I'd still pick up the phone and call to let them know you ordered from them because of their shipping claims, and you need it by XX date.
 
I think the OP has every right to be dissatisfied. If they promise to ship the same day when you order by 3pm, they should fulfill that promise. Plain and simple.



There is no way that the delay was on UPS's end. It's all electronic through UPS's website and software. Once you print a label and upload the info to UPS, you can track the package and it will say "billing information received", just like the OP described. This all happens before the package is even picked up by the UPS driver. So if it says "billing info rec'd" on the 27th, then that's the earliest it could have possibly left Zaino's warehouse.



did you pay for shipping? If so, I would demand a refund of that charge. Then file a complaint with Zaino's local Better Business Bureau and Chamber of Commerce. It's easy and can be done right online. I've had to go to the BBB once and found them to be very responsive. They take this kind of thing seriously and will follow up with you on your complaint.



Obviously Zaino doesn't care about fulfilling their promise of fast shipping and they can't be relied on. That's really all you need to know.



One thing though, I'm not seeing any posts related to any inquiries or complaints that you made to Zaino directly. What did they have to say?
 
Less said:
Then file a complaint with Zaino's local Better Business Bureau and Chamber of Commerce. It's easy and can be done right online. I've had to go to the BBB once and found them to be very responsive. They take this kind of thing seriously and will follow up with you on your complaint.
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C'mon! Is this really such a grand issue? So Zaino shipped late. BFD. It happens. About a month ago, an online store that typically ships on the same day made a mistake and forgot to ship my order until I inquired about it. Everyone lived.
 
^I think it's more that the customer specifically requested the Zaino products, and now he can't deliver due to faulty shipping processes. I'm sure OP could try to explain this to the customer, but it's not a way to win customer confidence.
 
FJF said:
C'mon! Is this really such a grand issue? So Zaino shipped late. BFD. It happens. About a month ago, an online store that typically ships on the same day made a mistake and forgot to ship my order until I inquired about it. Everyone lived.
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Sure it happens, and normally, it's not a big deal. However, this time, it was the second time it happened to this particular customer. Furthermore, there is the potential to cost the OP some goodwill with his own customer since he may not be able to deliver per the customer's request.



And even if it's no big deal, Zaino still is obligated to correct the problem, or stop making claims of same-day shipping. This is going to disrupt their customer's business, Zaino should do whatever it takes to make it right.



The least they could do is refund the shipping charges. I mean, when you PAY for something and don't receive it as advertised, that IS a big deal.



I don't know what the expectation is in the pro-detailing world. But in my business, when a customer puts a delivery date on a purchase order, you had better hit it, or bend over backwards to make it right. I've hired couriers to drive product to a customer's location before because I was unable to manufacture the product in time for their production run. My boss has sat in a room with the buying group of some pretty huge companies and been told "You're product is by far the best quality we've seen, and you're price is very competitive and within our budget. But if you can't get it here on time, we're going to shop somewhere else."
 
Well Zaino called me today, its unfortunate on two accounts really. One my customer got shafted, and second Zaino got shafted. It has now come in to the open that UPS sent my package to Texas. Zaino got ragged by me because they never informed me of this, they just sent my package and a tracking number to me. They never explained the UPS mix up to me. It was to my knowledge when I started this thread that Zaino purchased that tracking number on July 27th, 3 days late. They worte in the email it was shipped on on the 23rd when I payed, which was a very dubious move on their part. They should have just told me what was up, and I would have willingly paid for them to overnight the products. Rather I was kept in the dark. It may sound that I am pissing and moaning but lets put it this way. If you ordered your steak rare at restaurant and received it well done would have been satisfied? Would have just eaten your steak like nothing was wrong? Maybe you would, but I would not. End of story, I will be receiving my Zaino products to late to for the car. I had to give the owner a discount, money out my pocket, not Zaino's pocket. They did refund me shipping charges but in the end I disappointed a customer. I will not be known for disappointing my customers. Like many other pro detailers word of mouth is a huge part of my business, and this hurts it. It may not be %100 Zaino's fault, but they did now in time to correct it, but chose to just pass it off. The $9 refund really doesn't make me change my mind about this. I appreciate they have honored that they gauruntee fast, same day shipping and their inability to do so in this case. I hope their products are out of this world, maybe I will use them in the future.





To wrap it up, I will now have a bunch of Zaino products sitting on my shelves unused. I have disappointed my customer. That to me is worth my public complaint about Zaino.



Thank You,



Sean.





This is from Zaino, to be honest its a very good job on their part. Unfortunately its just a bit too late. Had they called me, it could have been express shipped and made the delivery date. Period.



Sean,







Thank you for your order. We promptly shipped your package Thursday (7/23/09) via UPS, but it was misrouted to another facility. We noticed this immediately on Monday (7/27/09) and reshipped your package so you didn’t have to wait any longer. I do apologize about any inconvenience this might have caused you. Our intentions were to get you your package immediately, but a misroute at the UPS facility caused a delay in delivery. You will receive your package by Thursday (7/30/09) of this week. Again, I’m terribly sorry about the delay in you retrieving your package. We will refund your shipping since we didn’t meet the required delivery date.
 
i've said it many times and i'll say it again.. sometimes it's not always the price of the item(s), it's the customer service that *I* look for. you can't put a price on that and good/honest people deserve the hard earned money to help keep them in business, especially in these hard economic times. i don't like when a business/person beats around the bush (not saying zaino is) and i don't have time to deal with nonsense. remember, your money is your voice...
 
Well, having been on both the sending end and receiving end of many shipper screwups at work, I kinda feel for Zaino on this one. I'm sure they ship hundreds of boxes a day, I kinda doubt they track them all to make sure they were delivered on time (I'm actually surprised they caught that yours went astray). Unless there is some way in the UPS software to monitor.



I guess the odd thing is that you didn't receive your tracking number the first day...because that is all automatic, and has been noted, you frequently receive a tracking number before the package has even been picked up.
 
Clearly this is a UPS screwup. IMO if Sal refunds the shipping then he's done right by you. If your customer can't understand that UPS screwed up the order I'd suggest kicking that customer to the curb or changing your business practices so you always have a standing supply of specialty products for the most discerning of customers.
 
UPS “misrouted” it?



How did they even pick it up without a tracking number/bar code? Did UPS sneak into Zaino and grab it before they had a chance to label it? Then they put it on a truck to Texas without a label? And found it without a label?



How did they route it anywhere without a tracking number/bar code?



If it was there, why didn’t Zaino send that info to you in the first place?



Why doesn’t it show the “BILLING INFORMATION RECEIVED” on that date? Why doesn’t it show the origin or arrival scans on that date or anything at all related to a trip to Texas?



Let’s say they generated a second label/tracking number/bar code after they got it back and shipped it out correctly. What happened to the first? How did they “know” not to send it to you? And if they knew, why didn’t they just tell you and apologize? Or, better yet, why not immediately ship out your corrected order and apologize, then just restock the first shipment when they got it back?



Something doesn’t add up.





pc.
 
Is there any way to simply push the detail date back? I understand your frustration seeing as you can't deliver the customer what they wanted, but he should understand that it was simply a screw up on UPS' end.



I think Sal made it right by refunding the shipping, and, TBH, you probably should have ordered the products more than a week in advance as extra insurance that the product would have been to you by the date of the detail.
 
Setec Astronomy said:
I guess the odd thing is that you didn't receive your tracking number the first day...because that is all automatic, and has been noted, you frequently receive a tracking number before the package has even been picked up.
Click to expand...



the other pc said:
Why doesn’t it show the “BILLING INFORMATION RECEIVED” on that date? Why doesn’t it show the origin or arrival scans on that date or anything at all related to a trip to Texas?



Something doesn’t add up.
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Yeah, we're not getting the whole story, from one party or the other.
 
Are you still "appauled" that it took a week to get your zaino?



Have you checked to see if a local autopian in your area could get you some zaino for your detail?



Something seems suspect here....
 
NSXTASY said:
Are you still "appauled" that it took a week to get your zaino?



Have you checked to see if a local autopian in your area could get you some zaino for your detail?



Something seems suspect here....
Click to expand...



What is suspect? Its been resolved, and yes I am still bitter about it.
 
What kind of lead time did you have from the customer's special request to use Zaino until you had the detail scheduled? Personally, if I were to run into a situation like that, I'd schedule the work to be done two weeks out to be sure whatever I needed to order had enough time to get to me. Shipping errors, bad weather, etc can all cause delays so I'd rather push a detail back a bit to make sure the products have time to arrive.



On the other hand, I don't tend to work with products I don't already have anyway. If someone wants a particular product, they can order it and then call me when it comes in. I don't really want to go through the hassle of ordering and paying for something I might not use regularly.
 
If your only scheduling a couple days lead time to get your product then that's not smart business. UPS is notorious for slow shipping or letting a box sit on a truck for a day or two if the delivery point is out of the way or at the end of a route.
 
I agree with the other pc and SA. There is no way a UPS delivered a box to Texas unless somebody put a barcoded label on it that says "this box goes to texas"



We can all sit here and shoot the breeze about business, and our ideas, and experiences, and whatever else. But there is absolutely no disputing that UPS and fedex are two of the best run operations in the history of the known universe.



These two companies move boxes with precision and speed that was once thought unattainable by mankind. I'm not saying they don't screw up. Packages get broken, go missing, get delayed, etc from time to time, but it is extremely extremely rare.



My company ships between 15 and 30 packages every day via UPS or Fedex. In the five years I've worked there, I've NEVER had a package lost, damaged, or delayed. Not even once.



What doesn't make sense to me is how they gave you a tracking number on the 23rd for a package that UPS didn't know about until the 27th. "Billing Information Rec'd" in UPS language means "someone printed a label with this tracking number and address information". If that exact package went to texas, you would see a routing history that shows it's weekend adventure to the Lone Star State.



I'm not sure exactly what happened, but if I were a betting man, I would say that Zaino screwed up, and then lied to you about it while trying to pass the blame onto a giant faceless company that you can't possibly fight with.



If I were you, I wouldn't buy from them again. Isn't it all just re-branded Chemical Guys stuff anyway? I think I read that somewhere.
 
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