If you want my money, please make it easy for me to give it to you.
I recently tried to renew my membership to a national organization. I tried to log in on the web site last week but found I couldn’t. At this point, I suspect most people would have quit trying to renew their membership. But, I tracked down the “Contact Us” and wrote a quick note to the Organization to ask how I could give them my money for another year.
When I wrote the administrator, I got this in response:
“If you were having trouble logging in, it’s because your membership expired on May 13th. If you were expecting a reminder email, I’m sorry to say that system on the website isn’t working right now. I think the website will assign you a new password when I process your new membership.”
Okay, so let me get this straight:
1. You didn’t remind me to renew my membership because the web sit wasn’t working
2. I can’t actually renew my membership because now, my log in isn’t valid.
3. If I want to renew my membership, I have to sign up as a new member and fill out all the forms (name/address/payment) all over again?
If you really want my money, you’ll make it easier for me to sign up.
This made me sit down and think about some of Bramble Berry’s policies that weren’t so helpful – I came up with a list of things that we can improve on – starting with our web site. One of the things that I’m ranting about with this company is that I have to enter all my data every time I order. The BB web site doesn’t save customer data either.
We need to change that. Thanks to this negative experience, I’m all over researching new shopping carts that will allow our customers to save their shopping carts to come back to and have a password protected account that remembers them.
It will be a long process but I’m sure it will be worth it in the end.
This isn’t necessarily a web site suggestion, but a packaging one. I have a hearty dislike of packing peanuts, I think they’re an environmental no-no and out here in the boonies they’re all but impossible to recycle. When I put the peanuts in the trash, my cats end up raiding it and making a huge mess, same for my toddler who always seems to be able to find them whereever I hide them. I don’t think it would prevent me from ordering from BB, but it is the only downside to the shopping experience. When I ship anything out for my own uses, I use bubble wrap and its a lot easier for me to reuse it. I just figured since you’re all about resolutions and change that I’d give you some feedback.
I know others have already said this, but an order history would be great. Some other companies also offer order tracking that is integrated right into the order history. That, too would be nice since email notices of shipped orders can at times be unpredictable. This is a problem across the board, not saying it is one that is BB specific.
PS – Thanks for all of your great suggestions!
Erin, one thing we’re really noticing is that our vendors are taking 2 and 3 times as long to fill our orders. I suspect that with all the price raises, fuel costs etc… that they’re skimping on employees and thus, taking longer to fill our orders.
It’s been a difficult transition to longer turnarounds for us. But, a new web site that talks front end to back end would definitely improve matters, even with longer supplier turnarounds.
Carrot Oil and Raspberry Seed Oil – you must be doing really cool face creams with these fun exotic ingredients? I’ll be sure to check ’em out and see if (a) we could be cost effective with them and (b) if we could sell through it quick enough to ensure it wouldn’t go rancid in our warehouse =)
Kaolin Clay is a definite must-source. I’ve been working on and off for that one for a bit but your note energizes me to try harder! =)
If we do a 2nd warehouse, it’ll be more centrally located but at least that would shave some time off your shipping, right? =))
I definitely love the idea of registering and being able to see my order history online. So often I want to purchase from somewhere other than where my own records are and I wonder what size of a scent I bought last time or some such thing.
Not to get too off topic, but I have a few “wish list” items for BB to carry … carrier oils: raspberry seed oil (I know its super expensive) and carrot oil (cold pressed, not carrot seed eo); and kaolin clay.
And I’d be remiss if I didn’t put on my fantasy wish list … BB to rent/buy/whatever one of the empty warehouses in my home town and going to work for you to help distribute to the East Coast…. π I know you’ve looked into it before … I just can’t help but dream. π
~Erin
I will agree with everyone that I’m happy you’re doing a new shopping cart. A saved shopping cart and/or wish list is a great idea. It is also hard because the current shopping cart feature makes it hard to go forward and back to check on things I’ve added.
I like signing up to have an account with my favorite websites, so I agree with that.
Also, the website at times has been somewhat difficult to navigate in the past. Sometimes I try to search for items, but that feature just makes me more confused. Once I look around searching gets easier, but for new time buyers I think it could get confusing.
Thanks for all the good work, it’s what makes Brambleberry special!
Hi Anne-Marie, I don’t think anyone would mind signing up for an account as long as you retain the info. I know of a few sights that I have to enter all of my info again, even though I have an account. I don’t get why and it’s a bit of a drag.
The other thing I count on from some sites is ORDER HISTORY. It’s so great to see if I purchased X item from a supplier or not. It helps also if I’m missing something and need to see if I ordered it or not.
Love the wish list idea, too!!
All in all though, your site and company are fantastic, so anything you do will just be icing on the cupcake!
Hi Again:
I think it’s great that you are open to suggestions about your website. Since you are open-minded, you will always be looking to make improvements.
When I soaping just as a hobby, out-of-stock items didn’t bother me. But now with real customer orders – many that are scheduled for special events – available inventory is essential.
But, this falls on me – as a supplier, too – to do a better job at keeping my most popular scents in stock. So…I now have a TON of your Wasabi and Dragon’s Blood – which several of my customers can’t live without!
: – )
Looking forward to seeing the new website!
Kind Regards,
Erin
Heavenly Scent Soap, LLC
I love these suggestions – especially about the real time shopping cart. A front end/back end link would make me incredibly happy. I’ve been researching and talking to experts like craaaaazy and I know our new site will definitely be able to be much closer with the real-time inventory.
Erin, I agree with you though – it’s a total drag with our time delays on the internet shopping cart versus reality.
I’d love to have a “suggestion box”, or a “I want this – can you find/do/make it?” box. I know I could just use the “contact us” link, but that seems more appropriate to send praise or problems. For instance, I’d love a mold with an umbrella(s)! Either a smallish one for embedding or a large one (4-5 oz).
As far as registering perhaps you could just offer the option to register or not when placing the order.
WOW!
This one got a lot of responses!
I’m a professional web developer first and foremost, and a soaper, second, so I try REALLY hard not to be overly critical of other people’s websites. I know it isn’t easy to please everyone and a top-functioning website requires a LOT of effort (and money)!
On other’s websites, if I can navigate easily, don’t run into any technical errors, don’t see a lot of typographical errors, and if I can complete a secure transaction, generally, I’m happy.
But, I do have to say that the Brambleberry website isn’t up to par with the GREAT products that you offer. Specifically, I have had problems – on more than one instance – with items being available on the website, only to find when I get my packing list/shipping notification, that the item is out of stock! This has cost me several customer orders.
I have stuck with Brambleberry simply because you have SUPERIOR fragrance oils, a great variety of molds and excellent customer service. And, of late, I haven’t noticed any “stock out” errors. But, it would be nice to see “Real Time” inventory!
I’m sticking around, nonetheless.
Kind Regards,
Erin
Heavenly Scent Soaps, LLC
I’d love to be able to sign in / register, for the ability to have a wish list and/or saving my cart as I go. I also agree with Anonymous about the shipping estimate and having the actual cost show on the invoice and be what it is charged. Some vendors don’t seem to care if they over charge on shipping, right now, it’s extra hard on the wallet since fixed oils keep increasing in cost. That’s probably why I enjoy shopping at Brambleberry, that and shipping is next day to Oregon!
I am looking forward to a new cart. I am not a fan of the current one. I will take a look at it and try to be more specific in another comment.
I don’t think having to sign up to the site in order to have a saved cart would be a bother. Other distributors use them and it is a lot quicker to come back and add to your order before finalizing it. And a lot of us on the blog are repeat customers. It would save you from having to enter vital information everytime. Sorry you had a bad experience Anne Marie but if you did not have this experience you would not be able to turn it into a positive change for Bramble Berry. What a way to stay ahead of the game. π
Keep us abreast of the change.
PLEASE don’t change anything with your current shipping policy!! I LOVE that you give an estimate, but then charge the actual amount on the invoice. Most of the places I’ve ordered from that include a final shipping charge at the time of the order really overcharge on the shipping. It may sound silly, but your policy is one of the things that makes me feel so good about ordering from Bramble Berry–hey, here’s this place that could rip me off like the other places do, but instead they are fair! π
Also, some people may not like being forced to register, but I would think most wouldn’t mind.
Just my two cents ~ Jean
ohhhh wow….
I didnt realize that you already allowed paypal payments!!!
Thanks for posting this AM!
A new shopping cart that holds orders and has an option so you can see what you have purchased in the past would be very helpful.
There have been many many times that I would have loved to pay via paypal simply because I had $$ in the checking account and didnt want to charge it on a credit card.
I look forward to the improvements.
BleakDoughnuts, Our current cart allows you to pay with Pay Pal. Just scroll down on the shopping cart check out options and ask to pay with Pay Pal. =) But our new cart definitely will let you do that as well.
Carrie-Gigi, the cart gives a pretty accurate estimate of shipping right now. Didn’t you just have a wedding that happened? How did that go?
Angelika, I LOVE LOVE LOVE the idea of a wish list. What a great idea; thanks for that.
The Saved Shopping Cart is a great idea so I’ll look for that.
In order to review orders and do a saved shopping cart, customers will have to register on the site (unlike our current site which doesn’t force people to register).
Do you think that will be a problem?
I too would love to see an “account” page where you can access all your purchase history as well as save all of your shipping and billing info.
I would like to commend you on adding Paypal as a payment option as well as offering USPS shipping to the East Coast. Now all you need is an East Coast (or midwest) distributor so I can get my stuff sooner!
Here’s another vote for a saved shapping cart.
I’d also like to have an account, so I don’t have to type in my shipping info and billing info each time.
BUT, when your site did have a real glitch, I wrote, and it was taken care of immediately! (unlike your recent experience). The customer service feature counts for a huge “I love Bramble Berry!”
I can’t wait for the cart upgrade! I love the ability to go back and see what I’ve ordered in the past and check the status of my order.
I agree with everyone about the “keep shopping” button. It should be big and bad. I have dumped my cart as well.
Being able to save my cart would be great because I can go through the day marking what I need to buy from you and instead of paying two times for shipping I can add to the cart as many times as I want to and place a bigger order.
Love Brambleberry, love it!
oh yes a shopping cart that saves, or a wish list (amazon has one). I see lots of things on your blog I’d love to add to my cart to get later. but I don’t write them down because I’d probably loose even that paper.
I do my shopping while working, and often times I’ve lost whole carts of things because I had to tend to my business.
Since we’re on the subject~ shipping? Correct me if I’m wrong, but the final total doesn’t include the shipping amount? Or at least in the past.
I’d like to be able to pay with PayPal, if possible.
I agree with all three of you – a saved cart would rock, rock, rock! I’m with you there.
I am going to spend my next three months working on little else than revamping our shopping cart (and of course, continuing to obsess about cupcakes and soap).
More feeback? I’d love it!!!
Evermore, what other EO’s do you want me to get? I’ll start sourcing if you tell me what you want.
Chamomile and Rose Otto!
YAY! A ‘saved’ cart would be AWESOME! I usually have a shopping list that I write down as I think of what I might need…so a saved items option would be very useful!
I agree with bathcake above, and Ive had a similar experience with dumping my entire cart. It would be wonderful to be able to save the items in my cart, as opposed to having to write them down with pen and paper (which Ive had to do a few times) in order to “save” the information.
While Im at it, I do wish you guys had more EOs. Im trying desperately to get away from the company that jacked their prices 100%, and boy Id like to give that business to you!
This may sound petty, but the only thing I don’t like about the BB shopping experience is the shopping cart … saving would be nice, but the thing that actually bothers me (at the risk of showing just what an idiot I can be at times…) is that the “empty cart” button is in a much more logical place to click after adding an item than the “continue shopping” button is, at least in my mind … I can’t tell you how many times I’ve accidentally dumped my whole cart. :/ (I do use an abnormal resolution on my screen which sometimes makes it so I can’t see the ‘continue shopping’ button without scrolling down a lot)