Any other frustrated customers out there?

L

laurasparkman

Active Member
Like many of you, I ordered on the very first day of the original preorder--9/16/2005. I haven't yet received email shipping confirmation, but see where other orders with higher invoice numbers have already shipped.

I've emailed Cathe's customer support three times, but they've only responded once. They say they are too busy to check on the shipping status of my order. They refuse to check on my order till all orders are shipped (!)

I must say that I'm exasperated. I've waited more than a year for these DVDs and...well, I guess I have to continue to wait.

I really don't understand why a paying customer who didn't cancel an established preorder can't get a satisfactory response!
 
Have you entered your phone number into the UPS tracking found on Cathe's homepage? I, too, didn't receive an e-mail, but when I entered my phone number, it said that my package was "in transit" and expected to arrive on Monday, Oct. 30th.
 
I'm sorry if you're disappointed, but we can not access our shipping system while we are processing orders without causing severe delays. We have had over 700 emails just today from people wanting to know if their order has shipped or when it will. We simply can’t handle this many request nor is even possible for us to do so without completely bringing our shipping to a complete halt. We provide online tracking called Cathe Easy Track that you can actually do yourself at: http://www.cathe.com/UPS_Tracking_Page.htm FYI -Cathe Easy Track will not show any info until your order has actually shipped.

We know everyone is excited to receive their DVDs, but we need to keep our staff focused on shipping right now. Once we’re done we will be glad answer your order status/tracking questions….But for now please be patient as we are working just as fast as we can to get you your orders.
:)
 
Yes, I've entered my phone number numerous times. No package in the system.

I remember ordering this set shortly after midnight on the first day of the pre-order. I was pretty excited about being one of the first people to pre-order. I haven't received any sort of notification that there was a problem with the order.

It's pretty exasperating to have my queries brushed aside and to be called impatient. I've been nothing but patient for more than a year.
 
This is absurd and unfair. My order should have been one of the first to ship.

I don't begrudge people who placed subsequent orders the receipt of their DVDs...but I do take exception to your decision making process.

When do you expect to be able to access your shipping system? Days? Weeks? Months?
 
There is really no harm in waiting a few extra days for a shipment. Sometimes good things come with time and patience. I am sure you are just as excited as I am, but getting frustrated and angry now will not fix the problem. Cathe's support team is clearly hard at work and busy trying to get all of the shipments out in a timely manner. As I can imagine, there are thousands of preorders that UPS has to pick up and send to. Try not to let it ruin your weekend. Believe me, I also preordered early on and have not received a confirmation (and I am not on the shipping site either). I don't let the small things ruin my weekend... actually knowing that I will get the DVDs in the next week is lifting my spirit. I look forward to my workouts coming, but I also realize there are many other people out there waiting for their DVDs.

I wish you a good weekend, and hope that you can burn off some of that frustration with some KPC or KMAX:)

Just think, this time next week your muscles will be crying... "GIVE ME A BREAK" (LOL and kidding- well sort of)

:D
 
i feel for you! i know exactly what you are going through.... i had an uber low number and was totally wigging til i finally got my phone number to work yesterday!

i can't offer anything but a cyber hug..... and say that i hope you get your verification either via email or with your phone number soon!!!!!


-------------
cute work out clothes are good for AT LEAST an additional 10-15 calories burned!
 
fitnessangel.... i understand her frustration because of the promise to ship in order received! yes... we've all been waiting.... but if she has a low number and sees people with a number 100's ahead of her getting their notice.... i can totally see her frustration....

(on the other hand.... if they got 700 emails today.... i see why they can't answer all those without stopping shipping... which is important!)

i did get answers to my emails yesterday/last night.... but i'm sure that was before the onslought (spelling) of emails today from cathe-ites looking for tracking!


-------------
cute work out clothes are good for AT LEAST an additional 10-15 calories burned!
 
Just because you have not received tracking information does not mean your order has not shipped. Many people will never receive tracking info because of spam filters and data entry typos. We are shipping all orders in the order they were received and hope to finish early next week. Once we're done we will then do our best to try to catch up on customer service calls as quickly as possible.
 
Am I frustrated? Heck no! Life is good, the kids are good, I have the means to purchase DVD's. Entitlement never serves to serve us. I am grateful that that so many have worked so hard on my fitness behalf. The first rule of life is "life is not fair".
 
No, I am not frustrated.

Cathe and crew:* :* :* . I wish I were there to help you, or serve you tea (no--wine}( ) and pizza or something. I can only imagine the nightmare before you trying to process these orders.

You're the greatest! I can't say enough how much I appreciate EVERYTHING! :)
 
OMG!!! How could I forget the chocolate!?!:eek:

Please forgive this gross oversight. Now, what would you all like--Hershey's or the good stuff?}( :7
 
It's tough to be patient but sometimes that all you can do. They're cranking out the orders as fast as humanly possible and we have to appreciate them for it!

Heck, I was on vacation last year and didn't order until Oct 1st....DRAT! Since I'm only 45 minutes from Cathe's gym, I'd love to just zip up there and pick up my order but I know that's not possible, lol.

Let's just hang tight until next week. Oh, and once I did preorder and never received notice but it just showed up the next day. ;-)

Kathy
 
SNM: I guess in the future you shouldnt announce shipping since some then get very upset ...... so sad for all of us who are enjoying the "its almost christmas" experirence of it all!
 
You need to take a chill, and relax! You will get your order, look around at the rest of the world, and see just how good you have it. Count your blessings, and before you know it, you will have the workouts, AND DOMS!;)

Ann Marie
 
Kathy~

Only 45 minutes from Cathe's gym????? It takes me 45 min to get to the darn grocery store--how fun is that! :-(
You are such a lucky girl!:)
 
Hello Everybody--

I appreciate your responses. I'll have to admit that I was a little on edge when I originally posted my concerns last night. I am usually very patient, but it just flew all over me that they were unable to check the status of my order.

But...it is true that in the grand scheme of things, receiving these DVDs is pretty inconsequential. And I certainly have plenty of other workout options!

To update, my order is apparently still floating around undetected and my package has not been shipped. However, I did receive an after-midnight email from Nancy, who promises to look into things and let me know something today.

I'm sure the folks at SNM are working hard getting these orders out. I hope this issue will be resolved soon.
 
You must log in or register to reply here.

Our Newsletter

Get awesome content delivered straight to your inbox.

Top