Service quality?

[ponder]

What would you consider an acceptable time frame to resolve a stock query from a online retailer?

 

[mich_m]

Try and find out if the have a SLA (Service level agreement) in place.

 

[syntax]

Email response in 4 hours or less. Query should be resolved within a day.
If they need to get stock for you, possibly 2 days (as they may need to try find somewhere to source it from)

 

[porchrat]

Surely it depends on the item?

Is it something standard or did you ask for something they don't usually carry?

 

[ponder]

Email response in 4 hours or less. Query should be resolved within a day.
If they need to get stock for you, possibly 2 days (as they may need to try find somewhere to source it from)

Finally got a satisfactory response after 6hrs which is ok.

Surely it depends on the item?

Is it something standard or did you ask for something they don't usually carry?

Item advertised on their site so it's not something special.

 

[blunomore]

Just curious ponder : were you asking them to check if they have something in stock ?

 

[syntax]

Finally got a satisfactory response after 6hrs which is ok.

.

Same business day which is not bad, 6 hours is not great service, but adequete enough.

 

[ponder]

Just curious ponder : were you asking them to check if they have something in stock ?

Yip, they have a product on their website but from past experience with retailers I always query whether they have stock first before even thinking of placing an order.