Posted: 2/7/2013 8:31:33 PM EDT
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Here's an email I just got from Brownells: "Dear Folks, We want to thank everyone for your patience with us. Thanks especially to those of you who told us orders were being delivered "out of cycle." We’ve been in business an awfully long time and are proud of our reputation for great service, so we had to find out what was going on. And we found the problem. Simple really. About 15 years ago we put in place system logic prioritizing a few back orders ahead of others. It was a rare situation, but necessary at the time and under normal market conditions back then, those reasons made sense. Then the world changed, and back orders ballooned into the thousands – literally – and our system and the vendor’s ability to keep up just broke that logic. About 300 orders were moved to the head of the line under the old system logic, and had their orders shipped ahead of where they should have been in line. It moved all the rest of you back about 300 places in line – which, rightfully so, caused an uproar. When we found the problem, we immediately disabled this logic, truly resuming our first in first out policy. The real problem is that demand is far greater than any factory’s ability to quickly catch up. The good news is we have cured the broken system logic; thanks for telling us. We are shipping in order received, and handling your orders the way we have always tried to – honestly, fairly, and with everything right on top of the table. Best, Frank & Pete Brownell" |
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It doesn't appear this is truly fixed... Orders are still being picked and fulfilled out of sequence...
Just today, in fact, when the floodgates opened on the DPMS TiN BCGs... Folks that ordered an hour after me, with order numbers 6,000 - 10,000 higher than mine, have been billed and received shipping/tracking info.. So, "First in, First out" isn't happening... |
| Why have they not restored the order status on the online accounts? Are they hoping everyone will just forget about orders they have placed? I got a couple of small parts I ordered and have not received anything else from my two orders. They take down my order status so I can't see what they still owe me. |
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Quoted:
Why have they not restored the order status on the online accounts? Are they hoping everyone will just forget about orders they have placed? I got a couple of small parts I ordered and have not received anything else from my two orders. They take down my order status so I can't see what they still owe me. You can still view orders, and order status can be determined when the amount of a back order changes from $0.00 to the actual amount... that means it is "being picked" and prepared for shipping. I very much doubt Brownells is trying to hide anything from anyone, it is just that their system is FUBAR during an extremely busy time magnifying the effects. |
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Quoted:
Why have they not restored the order status on the online accounts? Are they hoping everyone will just forget about orders they have placed? I got a couple of small parts I ordered and have not received anything else from my two orders. They take down my order status so I can't see what they still owe me. I HIGHLY doubt they are "hiding" anything from you... I think what we've seen here is an outdated inventory system get exposed by unprecedented circumstances coupled with incapable or understaffed IT trying to implement new systems without testing. A recipe for disaster, but it seems the big majority of people are still getting their orders, so everyone will eventually get through it. |
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Quoted:
Quoted:
Why have they not restored the order status on the online accounts? Are they hoping everyone will just forget about orders they have placed? I got a couple of small parts I ordered and have not received anything else from my two orders. They take down my order status so I can't see what they still owe me. You can still view orders, and order status can be determined when the amount of a back order changes from $0.00 to the actual amount... that means it is "being picked" and prepared for shipping. I very much doubt Brownells is trying to hide anything from anyone, it is just that their system is FUBAR during an extremely busy time magnifying the effects. Have you actually checked this since they took their system down a few weeks back? I have checked every day and I can view no order info any more. Shows nothing in order summary, shows nothing in order status. All I get is this: We are making some improvements to your Order History section and your statuses are currently unavailable. Please check back soon Been like that for weeks. |
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Quoted:
Have you actually checked this since they took their system down a few weeks back? I have checked every day and I can view no order info any more. Shows nothing in order summary, shows nothing in order status. All I get is this: We are making some improvements to your Order History section and your statuses are currently unavailable. Please check back soon Been like that for weeks. Yes. I have had orders come into stock and have seen this first hand. I knew items came into stock by seeing the dollar amount change. Perhaps your settings have been reset? Make sure you have the check box CHECKED (on the accnt info page, bottom right) allowing you to view your orders online. Then make sure the drop down menu on the order status page is set to "all statuses" and then click the blue button that says "display my order history" and it should show all of your orders, back orders included. Some members have reported problems having their orders display, but I have not had any issues at all. |
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Quoted:
Yes. I have had orders come into stock and have seen this first hand. I knew items came into stock by seeing the dollar amount change. Perhaps your settings have been reset? Make sure you have the check box CHECKED (on the accnt info page, bottom right) allowing you to view your orders online. Then make sure the drop down menu on the order status page is set to "all statuses" and then click the blue button that says "display my order history" and it should show all of your orders, back orders included. Some members have reported problems having their orders display, but I have not had any issues at all. Thanks, that corrected it. First time in 14 years I have had an issue seeing my orders on Brownells and it just started happening in the last couple of weeks. |