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Old 3rd Oct 2015, 16:39   #1
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Useless yet again

I placed an order yesterday, why does your staff/system wait until the Scan store is closed to email me to tell me something is out of stock (shown in stock when order was placed)?

Because I've been informed so late my order now won't get dispatched today for Mondays delivery, it would seem there's a problem with 90% of orders I place with Scan, are you going to get your act together any time soon or should I just shop elsewhere?

Annoyed, frustrated, let down.
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Report him for being a dick. Which should be a criminal offense IMO.
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There you are, then! Buy 100, take two, eBay a bundle of 98 at 70% the price of the 100-bag bundles, spend the profit on ale and whores.
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Old 3rd Oct 2015, 23:14   #2
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Scan need to send some of their staff along to Amazon, to see how they do it.
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Old 3rd Oct 2015, 23:42   #3
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I got the email to state that something was out of stock at 20:45 in the past. Missed my delivery schedule, obviously, and no word about it other than an automated email. It's not good at all.
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Old 4th Oct 2015, 00:18   #4
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Normally, I'll defend Scan's service, but this is one thing they keep tripping up on. Is it a fundamental problem with their ordering system?

Fix it please. Soon.
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Old 4th Oct 2015, 15:03   #5
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I'm afraid that this is exactly why I don't use Scan for stuff that I absolutely have to have the next day. I've been burned too many times by this exact issue.
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Old 4th Oct 2015, 16:27   #6
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Same here, happens too often.
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Old 5th Oct 2015, 09:04   #7
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modd1uk, really sorry for the trouble. Let me know some order details and I'll get on the case for you.
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Old 5th Oct 2015, 09:14   #8
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modd1uk, really sorry for the trouble. Let me know some order details and I'll get on the case for you.
Lee, any chance on some feedback on what seems to be a common problem?
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Old 5th Oct 2015, 09:52   #9
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modd1uk, really sorry for the trouble. Let me know some order details and I'll get on the case for you.
Thanks Lee, order number is E2596954.
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Report him for being a dick. Which should be a criminal offense IMO.
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There you are, then! Buy 100, take two, eBay a bundle of 98 at 70% the price of the 100-bag bundles, spend the profit on ale and whores.
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Old 5th Oct 2015, 09:58   #10
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In a nutshell, our warehouse is huge and some of the stock is old so can be missing or misplaced.

If an item is out of stock post 5:30pm, amendments can't be made as there's no sales/CS staff to action the change.

We employ humans and they're subject to error unfortunately , sometimes we can book in the wrong stock on the wrong number and we may not notice this until a customer reports it. It's difficult to say what the issue is as each instance will vary.

New staff are being trained up (and sent to specsavers) to reduce this, as always.. but the main issue arises from the fact that logistics work longer and later than the contact centre staff.

The duality of this, is that the pickers will often spend a lot of time looking for the items after hours and only resort to emailing the "out of stock" mails if they absolutely have to.


On Thursday last week we hit 99.64% of all orders shipped on the same day. This means that only 3 orders in total were delayed due to stock issues. We regularly hover around this figure but of course, over 1000 people aren't going to post 'thank you' in the same way that users who are missing items would do - just to bring some balance on the situation.


If anyone, ever wants to stock check prior to placing an order - you are very very welcome to ring or email me directly leep@scan / 01204 474786


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Old 5th Oct 2015, 10:40   #11
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Does that service figure include orders cancelled by customers after they receive the out of stock emails? Because my (admittedly not wholly representative) experience suggests it happens more often.
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Old 5th Oct 2015, 12:08   #12
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Whilst I think it's great that you are fulfilling orders after office hours (and indeed, I ordered an item from you a few weeks ago that was dispatched at 7pm, which meant that I got it the next day as requested - so thanks for that ), the real problem here isn't that your logistics guys are working later than your CS guys - it's that your stock system isn't sufficiently accurate to ensure that customers can't place orders (and indeed have their cards debited) for items that you don't actually have in stock.

I appreciate that you hold a huge amount of stock, and that most of your customers get their stuff on time, but even if only 3 out of 833 orders can't be fulfilled because items are out of stock then that's not great (especially for those 3 customers ). The other thing that really annoys me is when an entire order is delayed because one item is out of stock - this is incredibly frustrating!

The thing is that this isn't a new problem by any means - it's been going on for as long as I've been using Scan and I've personally encountered it three times in the last ten years. Now, admittedly my experience may not be representative, but three out of perhaps 60 orders isn't the sort of odds that I'm willing to chance when I absolutely need a component the next day, and for those purchases I'm forced to go elsewhere.
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Old 5th Oct 2015, 13:50   #13
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To be fair the Scan stock system has sucked for 10 + years, confirmed by numerous staff members I've spoken to and dealt with. You'd think a problem that's been going for that long would of been addressed by now.

The whole " we have too many orders/products " isn't an excuse any more as it's been the same for that many years and nothing has changed.

Order has been amended with a DVD-RW thats in stock (even though the first one was), it's just a shame it wasn't sorted on Saturday.
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Report him for being a dick. Which should be a criminal offense IMO.
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There you are, then! Buy 100, take two, eBay a bundle of 98 at 70% the price of the 100-bag bundles, spend the profit on ale and whores.
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Old 5th Oct 2015, 14:12   #14
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It's representative of all the orders which were requested... Naturally cancelled orders won't be reflected in completion figures. Either way, going forward - please contact me for a stock check, I reply to emails whilst on the phone, I am on skype and can stock check for you prior to sale. It's not something that should be necessary, but it's down to the lack of stock information on the site (as we don't want to tell the local thieves how many 1000's of 6700K's we may have) - so even if it shows in stock - you may be caught out if you're purchasing more than we have.

Like I said I understand it's not ideal but I'll always help you out if you throw an LN number to me via email / skype / phone
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Old 5th Oct 2015, 15:01   #15
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It's representative of all the orders which were requested... Naturally cancelled orders won't be reflected in completion figures. Either way, going forward - please contact me for a stock check, I reply to emails whilst on the phone, I am on skype and can stock check for you prior to sale. It's not something that should be necessary, but it's down to the lack of stock information on the site (as we don't want to tell the local thieves how many 1000's of 6700K's we may have) - so even if it shows in stock - you may be caught out if you're purchasing more than we have.

Like I said I understand it's not ideal but I'll always help you out if you throw an LN number to me via email / skype / phone
I appreciate your reply to the thread Lee, and I also appreciate you trying to be helpful. The order should leave today, I don't suppose you can double check this for me can you ?
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Report him for being a dick. Which should be a criminal offense IMO.
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There you are, then! Buy 100, take two, eBay a bundle of 98 at 70% the price of the 100-bag bundles, spend the profit on ale and whores.
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Old 5th Oct 2015, 15:19   #16
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Is there any chance you could at least at a "high/medium/low" stock indicator level to the website?
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Old 6th Oct 2015, 09:04   #17
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Is there any chance you could at least at a "high/medium/low" stock indicator level to the website?
We do have a low stock indicator - but as I said you're always welcome to spam me via phone, skype or email and I'll happily stock check for you. I don't bite :P
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Old 6th Oct 2015, 09:04   #18
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I appreciate your reply to the thread Lee, and I also appreciate you trying to be helpful. The order should leave today, I don't suppose you can double check this for me can you ?
Your parcel is at your local depot, should be today all being well.
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Old 6th Oct 2015, 12:31   #19
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I did try calling you yesterday afternoon lee but got voicemail . Aye it's on the van and should be with me in about an hour.
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Report him for being a dick. Which should be a criminal offense IMO.
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There you are, then! Buy 100, take two, eBay a bundle of 98 at 70% the price of the 100-bag bundles, spend the profit on ale and whores.
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Old 6th Oct 2015, 14:45   #20
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I did try calling you yesterday afternoon lee but got voicemail . Aye it's on the van and should be with me in about an hour.
Aye, I had about 4hrs straight on the phone yesterday in total. Quite the waffle session. This is why my voicemail says "Don't leave a voicemail, email me" heh.

Seriously, leepen-scan on Skype or mail me leep@scan and I'll do my best to reply swiftly if it's an easy stock check!
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