Supplier response

Full Member
martg
Posts: 4
Joined: 04 Jun 12
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27 May 14 02:10:40 am
Hi, can a supplier that doesn't response to email be trusted even if it has not bad reviews from ebay powerseller in the Salehoo Wholesale Directory (last reviewed 2010) ?
I am a new seller. Need your experienced opinion. Thanks.

Site Admin
fudjj
Posts: 5913
Joined: 27 Jul 07
Karma: 
27 May 14 09:20:41 pm
Hi Martin,

It doesn't particularly mean that that can't be trusted, but it does point to a poor level of customer service. It's something that would set alarm bells off in my own head, especially if they are a Dropshipper. Good communication is one of the most important things anyone should be looking for with a Dropship supplier because in the event of an issue with one of your customers, you need to be able to have fast and effective communication with your supplier to get issues sorted quickly to keep your customers happy.

If you don't have that communication, then it will more than likely be your reputation that suffers!

Now having said all of that, I should at least say that email isn't always the best way to communicate with a supplier. The old tried and true method of the telephone usually nets the quickest and most effective response. I know it's 2014 and suppliers should teat email inquiries as they do any other inquiry, but many still do not unfortunately. Many treat them as second class inquiries and only respond when they get around to it and many tend to ignore a lot because they consider that anyone serious will actually call them and anyone who emails is just wasting their time.

So my suggestion, give them a call and if the customer service on the phone is good, then thumbs up!


Mark (fudjj)

Community Manager
SaleHoo.com

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Full Member
martg
Posts: 4
Joined: 04 Jun 12
Karma: 
28 May 14 02:14:17 am
Hi Marc,

Thanks for the advice. Initially, I contacted them through the contact form on their site and I did not get any reply. Then I contacted them on the email address for a different question and they replied after 2 days. Guess their web contact form is not working...

Site Admin
fudjj
Posts: 5913
Joined: 27 Jul 07
Karma: 
28 May 14 02:44:55 am
More than possible, I know from personal experience with a contact form on a business site of my own that it has failed before and I had no idea until a customer had brought it to my attention through another form of contact.


Mark (fudjj)

Community Manager
SaleHoo.com

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