Appaling customer service from Sarissa Precision - PROBLEM NOW SOLVED

[traveller]

Sure, but using this as a banner and a sales argument is questionable. Their postage rates are the same as for anyone else. I wonder what you actually can ship worldwide for £5?

[anevilgiraffe]

I wonder what you actually can ship worldwide for £5?

Again, where in the world? it's a simple catch all showing where the base rate starts, it's not misleading.

[fred]

The use of 'from' in offers like this is very standard in the UK.

But I can see that this might not be case elsewhere, and where English is a second language it has more potential for confusion

[TWD]

Sure, but using this as a banner and a sales argument is questionable. Their postage rates are the same as for anyone else. I wonder what you actually can ship worldwide for £5?

In what way is it questionable? It's standard sales practice to quote  "Prices start from just £XX" everyone knows that's for the bare bones and the thing that you want will cost more than that.
It's not untrue that's what the postage does start from.

What do you expect them to say "Postage to your country could be as much as £500 (if you order lots of really heavy stuff and want it tomorrow)"?
😁

[anevilgiraffe]

it just means it will be the minimum for postage outside the UK.

[pixelgeek]

Sure, but using this as a banner and a sales argument is questionable.

I think this might be a language issue. Its a pretty standard usage in British/Canadian English. Insert the phrase 'starting at' and you get the intent.

[Dice Roller]

Sorry, I'm British and I always find this marketing tactic morally dubious.
A bit like adverts such as 'Up To 50% OFF'
The emphasis is on the great saving, or low shipping value, to mislead you in to believing that's what it will be, but they are legally required to include such bullet-dodging wording  as 'starts from...' or 'up to...'.
It's not honesty, it's marketing designed to be strictly true whilst at the same time misdirecting you.
No, they needn't say something like 'MASSIVE postage costs', or even something as staid as 'postage charged at cost depending on weight of order and destination'.
But they could, you know, say nothing until you get to the necessary part of the order.

[anevilgiraffe]

I've regularly been able to change my mind when I see the shipping price and not press Order Now.

[Rick]

I've regularly been able to change my mind when I see the shipping price and not press Order Now.

Absolutely yes - I'm in the UK and I see this as a valid part of shopping around to get the best deals. I'll go through the checkout process and, if the postage is not competitive, I'll cancel the order and clear the forms. I do it regularly and don't see a problem with it.

[zemjw]

I've rage quite quite a few times, only to go back a week later and accept the pain

On the flip side, free p&p over a reasonable amount (like Wayland and even GW) will often make me spend enough to get it, even if it means I have to spend a bit more than planned.

But yeah, "from" and other techniques are more likely to make me leave without spending anything.

[Elbows]

Oh, 100%.  Shipping "is" part of the cost, full-stop.

Some companies try to find solid shipping solutions, and others don't bother.  If you have reasonable international shipping I'll gladly shop outside my own country.

[pixelgeek]

The emphasis is on the great saving, or low shipping value, to mislead you in to believing that's what it will be...

I think your example is different than what is being discussed.

[mikedemana]

As said above  "Postage from £5 GBP worldwide" EMPHASIS on the FROM. Just means basically £5 is the starting postage, not that it is £5

For a minute there, I was having flashbacks about arguing the intent of Phil Barker's minimalist language rules... 

Yes, please, give me a 72-word sentence with a dozen commas and tell me how you're a technical writer and don't need an editor. 

It is the same thing the other way around, too. In French-translated-to-English Saga, common usage is "When using this ability, you can't shoot until the end of the round." What they mean is you can't do it anymore this turn. Period. At all. No Shooting after using this abililty. Why use "until" then...? Ah, the joys of language... 

Mike Demana

[shandy]

Ok, so after I posted the whole thing on their Facebook page, Steve got in contact with me. To be fair, he apologised, was friendly and courteous and offered to give me a refunds as well as send me the goods.

Yesterday, I received notification of the refund and the shippment of the parcel, so everything looks fine. That means the problem is solved for me.

I'm glad that it turned out well in the end, I just wish it wouldn't have been necessary to raise such a racket... A bit of communication goes a long way. I understand that emailing can be a hassle and takes time (I myself often find it annoying), but in today's world, this is part of almost any job and even more so if you are in retail.

I will change the title of the thread to indicate that the problem has been solved, my intent was not to harm a company.

Thanks for your input to all of you!

Best,
Thomas

[zemjw]

Glad you got it sorted, but, as you said, annoying it took calling them out publically to do it

Good to see Facebook's useful for something