I start getting irritated if there hasn't been movement on my order within 24 hours. I've almost come to expect an item to be waiting for collection by the courier a (working) day after placing the order. Or at the very least, an email update to say there's a stock shortage or similar.
Having an online order processed and ready for collection by the courier on the same day shouldn't be the exception.
Last week, I ordered a non-cycling related item (pet store) and received an email shortly afterwards to apologise that the item was out of stock (even though it said stock online). I was offered store credit or a refund onto my original payment method. As I needed the item and wanted to try get it from another store, I asked for a refund onto my card. It was processed within minutes and I received confirmation of the refund that day. That's great service (even if I didn't get what I wanted).
There is no excuse for a lack of communication these days.
