Jon has asked me to post this on his behalf because for some reason or another he cannot reply to threads.
I am sorry you’re not happy with the website and our way of doing business. We do appreciate any feedback that our customers give us and that is why we provide a “Feedback” section on our website for you to use. Posting your concerns on a forum that we do not participate in probably wasn’t the best choice to let us know of those concerns and recommendations. Your email to us this morning wanting us to cancel your order because as you stated “At least it is me they are bashin but your loyal customers have just cost you a customer. I guess your business is 100% and needs zero improvement per the forum members. That is a sure way to slowing die in business.” is a little strange. As we answered you in our reply, your order was shipped already but you can send it back if you wish and we will refund you the money minus shipping.
Now to answer some of your concerns.
The website: the website is very logically based. Say you’re looking for a primary cover on a Cross bike. You first choose your model bike, second it’s an engine part so you choose engine and then it gives you the primary covers. I can’t make it much easier. The only section that I could say that could stand some tweaking is the “general accessories” “other” category. I have looked at doing it a little simpler but I would then have 100 sub categories with only 1 or 2 parts in them.
The website has and continually is scrutinized by several web designers, one I would call an expert and by customers via our surveys. All of them agree that it is very well laid out and easy to navigate. One even stated that is even follows the “3 click” rule. Here is what I received via email yesterday from a web designer from a major company. “Not bad. The site is clean, easy to view, understand and move around to go to where you want. He hit all the right buttons.” I think if you look at the other website in the Victory aftermarket you will see that we are miles ahead of most of them providing not only the widest selection of parts but also a wealth of knowledge through our “how to” videos.
Shipping: I really don’t know what to say to that. We offer Free Shipping on US orders over $150. We ship most orders Priority so most people get their stuff in 2-3 days. A few companies don’t ship Priority when you pay let alone do it for free. Our shipping is consistently the fastest in the Victory aftermarket world. We never have offered next day shipping so that has never been a choice. Honestly no one has ever told me they don’t want the free shipping and they wanted to pay for faster. If you wanted next day you could have called or emailed us and asked. We would have gotten you a price and done it that way if you wanted. You did neither. The shipping drop down box is there when the order is under $150 and the two choices are USPS Priority or Parcel Post. When the order is over $150 it automatically tells you Free Shipping.
Backorders: You ordered on the 28th at 6:40 pm (we close at 5 pm EST) and we shipped it out on the 29th. Do we ever hold items until an order can be shipped complete? Absolutely, we have internal rules that the shipping department follows as to what is best for the customer as well as not costing witchdoctors.com a fortune. If a part is coming back in stock in the next day or two we will hold an order until complete- unless a customer asks otherwise. Our website is one of the very few that actually shows you how many items are in stock so you have a pretty good idea and can either order or not based on your time schedule. An exception is that it shows one or two items left in stock, you order and then you find that your order is now on back order. The reason is this; we have so many orders daily that two full time shipping girls cannot fill them all. Someone may have ordered the same part before you. When their order is filled the item becomes out of stock and then we cannot fill your order. We are working on making this less of a problem but we do have a 96% complete order fill rate. Plans are already underway for improvements in 2014.
My suggestion is if you need your parts faster, order them sooner or call us and let us know you need them shipped quicker. We will physically check inventory levels of the parts you request and let you know the options.
In conclusion: If anyone has any problems with navigation on the website or any other constructive criticisms please send me an email at [email protected]
. We are currently working on a “how to” video on ordering from our website because a few of our customers are not comfortable with computers. The video should be ready sometime in Oct. If you have any other concerns or comments please use the “Contact Us” tab and then choose “feedback” from the drop down box on the website. Most of those emails are answered fairly quick or at least by the next day.