First re-order -- should it ship in 14 days or 28?


#1

My initial Soylent order shipped 7/28.

I received an email stating my re-order (placed months ago) would happen yesterday, 8/8. This seemed correct, and within the 1-2 week guideline for a re-order (it should ship sometime before 8/11 to meet that promise). However, it didn’t ship.

Today I received an email stating there was a mistake and my order should ship 8/25. This is 28 days after my initial shipment, but I thought the initial re-order should happen in 1-2 weeks, not exactly 4. (I would expect future re-orders to happen every 28 days, though.)

Are my expectations wrong, or is this a mistake?

Also if it matters my ChargeBee account shows my next billing date as 01-01-2015, which seems wrong. I’d expect it to be 28 days after my first re-shipment, but maybe that gets set when they send the first re-shipment. Or maybe the next billing dates are just arbitrary.

I did email support, too, but figured someone here might know if my expectations are wrong.


#2

Yeah, this is somewhat of an edge case caused by our present lack of real-time fulfillment. Would you prefer your next order to ship in 14 days or 28?

Your “next billing date” will be updated once your next shipment is made.


#3

I’d prefer to get it in 14 days.

Though if the intent is that re-orders will ship in 28 days, shouldn’t the subscription order form say it’ll ship in 28 days, not 1-2 weeks? Or maybe, most people don’t re-order until after they received their shipment, so I can see how this could get confusing…


#4

I have had this EXACT same issue.

I backed a 1 week order, which arrived late last week (started consuming today) but had pre-planned a 1 month subscription.

I got an email that my order would ship 8/8 and it didn’t. 8/9 I get an email “We’re sorry, we screwed up. You just got an order, we’ll ship yours in a month”. I replied “no, I need this to ship as planned because I have a 1 WEEK supply, not a 1 MONTH”. I’ve yet to hear back about whether this is corrected.


#5

Hopefully they’ll reply and bump up our orders. For me, I received a month, but I was a little generous handing out packets to people who have been wanting to try it (oddest: my Neurologist, per her request). I MIGHT be able to make it through to the ‘revised’ date but would prefer they fulfilled based off the expectation I had based off their wording on how orders are shipped.

I sent an email and hope to hear back… but it says 5-7 days possibly, so I’m not holding my breath. Hopefully @JulioMiles, @MattCauble or @ana can fix everything for us :smile:

Also, to those people, you might want to find cases like these and fix them. I think almost everyone in this edge case would expect you to fulfill based on the 1-2 week guideline. (And if you don’t want to keep doing it, fix the wording for subscription orders.)


#6

Yeah, I will run out before the reship, but I also haven’t swapped over to 100% Soylent diet yet, so I can survive a month, it’s just annoying that promises are going unfulfilled to people who have waited so patiently for this stuff.

And even if they ship it 28 days into a 30 day supply, it won’t actually reach most people in time. They need to ship 21 days out.


#7

From what I understand, they will ship 28 days after your initial ship date. So you should get it ‘just in time’. E.g., my ‘corrected’ date was 28 days exactly after they shipped – not after it arrived.

That said I don’t know if I’d like getting down to my last pouch…