Oddly enough, I wanted to post a thread about Ralawise a couple of weeks ago but wasn't sure of the protocol on slagging off suppliers, so I refrained. My dealings with Ralawise have been utterly laughable.
1. I register with them.
2. I get an email from them welcoming me to their family, saying that my access details will follow.
3. Access details don't follow.
4. Get an email from a woman offering me 10% off my first carton, but no access details.
5. Email the woman back saying that I would have ordered but they haven't yet given me access details and asked if they could be sent on.
6. Still no access details.
7. Get an email from a different woman a couple of weeks later asking why I haven't yet ordered from them, and said I'd get an exclusive (huh?) 10% discount from my first carton.
8. Emailed that woman back saying that they still haven't given me my access details.
9. Still no access details.
10. Another couple of weeks later I get ANOTHER email from the woman who emailed me the last time, offering me yet enother exclusive (three times offered the same exclusive thing now) 10% off.. blah blah
11. This time I email back with this...
Hi Ann. As I explained the last time you contacted me with the same offer, nobody has given me my password or access details yet, only my account ID. Without this, I'm unable to buy from your store. I did actually reply and explain this, and then sent a separate email, but to no avail. To be honest, it doesn't really inspire confidence in Ralawise if two months after registering with you I'm still unable to buy from you and nobody replies to my emails so I'll probably stick with my other supplier.
Her reply...
As I can see from our notes your username to get onto the website is your email address which was explained to you when you opened the account – how irresponsible we would be as a company to supply you with your own personal password which for obvious reasons you must choose for yourself. One phone call to us would have resolved this situation which would not have taken 2 months if you had ever wished to order. I am quite happy under these circumstances to close this account for you – I apologise for us trying to protect your security.
As you can imagine, I was pretty disgusted with her sarcastic attitude. My response, which was sent after I made sure that all further emails from them were deleted before reaching me so I wasn't bothered by their ridiculous attitude again was...
It's unprofessional to respond to someone with sarcasm when there was none directed to you in the first place. Having been in business for myself for the past eighteen years, this is certainly not how I would ever have conducted myself, especially towards someone with whom I'd hoped to do business. Moreso these days where suppliers are openly discussed on public forums and negative reactions can easily have an impact on future customer confidence.
Two things I'd like to point out, to counter your sardonic response...
1. The original email from Charlotte read "Until then I hope you received your invitation email to set up log in details for our website. Once logged in you will be able to see our prices, the stock we have and order online as well." and I replied immediately to say that I never received any invitation email. I was very pleasant with it. How that can possibly mean "You're supposed to contact us yourself if you want to set up a password because we really aren't planning on sending you any invitation" is something that I'll never understand, if that's actually the case.
2. I already have suppliers. If you want my custom, it's not my responsibility to chase you; it's your choice whether or not you wish to pursue me. The company I purchase my supplies from makes no difference to me as I would likely be buying the same items, regardless of supplier. The only people it makes a difference to you is Ralawise as you would have had another client who would regularly be buying supplies from you. So the fact that I still haven't ordered two months later isn't for any reason other than you never having provided me with the "invitation email" which I was told immediately after registration would follow. Why should I make time to call someone who doesn't follow through on their initial obligation?
I'm quite sure this wall full upon deaf ears, as your tone suggests that you can't handle any critique. Either way, no fault lies with me. If you expect customers to call you for their password, then the initial email should state this rather than have them believe that an email will be forthcoming. Regardless, had you or anyone else replied to me when I first asked for the login details and explained that I should call, I would have done so.
So this is not about you protecting my security; it's about you dropping the ball and not wishing to accept responsibility for doing so. I'm more than happy to have the account closed.
Have a pleasant day.
I've dealt with suppliers for as long as I've been working, and never had the misfortune to deal with anyone like this before. Certainly, in the past eighteen years of being in business for myself I would have immediately stopped dealing with any supplier who took that attitude towards me, just as I do with any clients who cross the line. I had one guy call my partner (and wife) a c**t because she called him up and politely asked him to pay the six months of hosting invoices that he'd been ignoring. Immediately after calling her that, he told her not to call her again and hung up. I called him back immediately and told him that his site was now offline and he had 24 hours to find an alternative hosting company before all his files were removed as per his signed agreement. I can't stand when people cross the line. I'll never use Ralawise.
and I can place an order and add to that order throughout the day upto 5pm for no extra delivery charge and get next day delivery which is cheaper as well.
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