Don't believe 'in stock' means in stock

mort 2022-12-04 10:09:07 UTC #1

Sadly Jake fails to take a customers view when it comes to a declaration if products are available and shippable. I encountered this before and now again. A product might be declared 'in stock' but whatever that means, it seems it doesn't have to mean it's shippable.

This is seriously a bad customer experience and dishonest as well.

Being disappointed is the obvious part here, but next to that I sincerely wish that someone takes up the challenge and puts on the right glasses to see the customers point of view to enhance and optimize the customers journey.

Julia_TeamJake 2022-12-06 08:48:36 UTC #2

Hi @mort,

Thanks for your message.
I totally understand your disappointment. Unfortunately, it's a bit more complicated than it seems. We've had Black Friday and Cyber Monday discounts for the past 2 weeks. This has ensured that we have received an unexpected amount of orders. All powders are in stock, this is what you refer to on the website. But if everyone orders at the same time, it, unfortunately, happens that our production cannot keep up with the new orders. The flavours are in stock, but the production process and the processing of more orders than usual with the same capacity of employees simply cause some delays, unfortunately. I hope for your understanding. We've now caught up with production again, so you don't have to worry about this.

If I can help you with anything else, I would love to hear from you through our customer service so that I have more insight into your order! For now, I wish you a nice day!

Best,

Julia
Team Jake

mort 2022-12-06 21:40:25 UTC #3

The point is, I neither want nor need you to defend or explain what processes and difficulties you have at your company. I simply do not care about these things as a customer.

I would like you to think from a customers point of view and to understand the customer journey for being able to optimize it, so far you did not achieve to do so. Besides there is even an economic layer of this situation. I would have order a second batch of small packages if I would have known that these will be delivered faster because they are indeed in stock, think about that.