I recently made a purchase from Gentle Giant Ltd who "designs, develops, and manufactures three-dimensional representations of beloved characters from a variety of franchise properties". I ordered two maquettes based on Jeffrey Brown’s "Darth Vader’s Little Princess" and "Darth Vader and Son". After placing an order on May 19th, I later received an e-mail with a tracking number on May 21st. I actually received the item on May 29th, and then for some unknown reason received a "Your order has shipped ..." e-mail arrived on May 31st. The first thing that went through my mind was whether I accidentally placed a second order. While I like the maquettes very much and I expect them to be in high demand (for resale value), they were relatively expensive and I didn't really want a second set. I went back through all the e-mails I received to compare order numbers and confirmed that all of the e-mails referenced the same order so I believe the e-mail sent on May 31st was in error, or very, very late.
Frustrated Shopper Suggestion
Fulfillment has been shown to have a major impact on customer loyalty and repeat business. When making a purchase, sellers need to set expectations with buyers so that they know what to expect during the fulfillment phase of the purchase process. Ideally, the seller should communicate when the item is expected to ship and approximately when it should arrive. If the buyer chooses expedited shipping, then the "approximate" should be a committed date (including any internal time required to ready the package for shipping). e.g. Overnight, 1 Day, 2 Day -- those are fulfillment promises. Allow buyers to focus on the anticipation of receiving their goods and don't unnecessarily worry them along the way.
That's all for now. Gotta go shopping!