When Soylent ‘loses’ or ‘misplaces’ a customer’s order, and the customer has forgotten about the purchase they made so many months earlier, what does Soylent plan to do with the revenue generated from these orders that they can’t find?
In reading the messages here in the forums, judging by the number of ‘misplaced’ overdue orders that are suddenly found and quickly shipped after a customer complains in the forums (after getting no viable response by email…), it is my opinion that Soylent is currently not reliably looking for or finding the orders they misplace, and instead of having an effective system of auditing their orders are instead relying on the customer to notify Soylent of the lost/misplaced order.
Where does this leave the customers who have forgotten about their purchase made so many months earlier? Is this considered ‘accidental theft’ or actual fraud on the part of Soylent, knowing that Soylent is aware of and has previously acknowledged their problem with orders “falling through the cracks”, yet Soylent has no reliable or timely plan in place to locate the missing orders, other than to wait for the customer to notify Soylent of the unfulfilled order.
Shipping an overdue misplaced order quickly after a customer complains should not be confused with offering good customer service, and is not an acceptable alternative to auditing the orders daily to find orders which have become lost, or having an effective system in place to prevent lost orders in the first place. Some may consider Soylent’s current method of dealing with lost orders to be good customer service, but after having arrived at that point, providing good customer service is no longer a possibility, instead, at that point, Soylent is only providing varying levels of bad customer service.
Some may say you can’t find what you don’t know you’ve lost, (hence the need for regular audits) but knowing the ‘lost order’ problem exists and choosing to wait for the customer to notify you of a lost order amounts to ‘intentionally’ never finding and never fulfilling the orders where the customer doesn’t contact you, and quite frankly, in the mail-order industry, smells of fraud. I’m reminded of the con-man’s catch-phrase: “I’d rather owe it to you than cheat you out of it.”.
I’m no lawyer, so I wonder how a class action lawsuit could be pursued against Soylent on behalf of customers who have completely forgotten about their orders, and subsequently never receive their purchase or a refund? Perhaps a court could compel Soylent to find and fulfill/refund all their lost/misplaced orders…