I can give a pretty full and detailed explanation for most of how this happened . Its a pretty harsh assessment kung fu panda and clearly you have been hard done by , but pretty much this is the result of and end of year audit (that we have to do) coupled with an attempted systems update (advanced warehouse functionality) and a bit of a nightmare over the easter stock take / systems reboot.
Basically our financial year end is end April – HMCE / David Cameroon / Inland revenue and the rules of the country mean we have to file audited accounts since we are now over audit turnover limit .
Our auditors insist on a full stock take .
With our operating system the aptly named khaos control , and when doing a full stock audited stock take – effectively you have to take your system “offline” for around 48 hours , or the duration of the stocktake – the penalty for this is you lose the ability to stock control – so it is possible to oversell as there is no live update of stock as it is sold . So each year we have a 48 hour window when we don’t have stock control – this normally results in around 20 orders that oversell and we have to sort out afterwards with the customer .
This year unfortunately our systems provider keystone software took an extra 72 hours as they could not correctly import the conted stock levels – so we were down for 5 days . They had no explanation and it has caused us a lot of grief .
Furthermore at the same time we initiated what is known as an “advanced warehouse functionality” plugin – which was intended to vastly improve our stock control and ability to replen stock effectively , this was integrated by unfortunately despite being told otherwise , it also allowed customers to buy frames that are in a bonded warehouse location .
In short this meant we had over 1000 items oversold , plus this came on the back of a long bank holiday , after which we were short staffed as a few staff extended by taking that week off .
Now that clearly out our customer service under intense pressure , and they have tried incredibly hard the past 10 days to get things sorted and to sort all of theses issues and backlogs .
So yes – apologies , looks like your order has gone to pot , it was no means intentional or fraudulent , and you should not question the work ethic of our customer service staff , and despatch teams in the past week .
I am surprised at the refund – that should have been done promptly and if you mail me the order number i will look int it .
To date we haven’t really bothered explaining the full sequence of events , but we have to do the audit – coupled with our systems supplier taking 5 days to get live stocks back , caused us a lot of oversells , coupled with the easter weekend , and low staff numbers the following week – then that is what has legged us up .
Clearly none of this is your issue , and you have not had a great experience – and we are sorry for that . Mail me you order number and I will see if there any options / alternatives – or at a minimum get our refund sorted .
dave@planet-x-bikes.com