Even before the storm hit, shipping delays were irking some. Ronni Kenoian, 24, a consumer marketing manager, ordered a $150 bracelet set for her mother-in-law on Dec. 4 at Alex and Ani, a jewelry company in Cranston, R.I. She expected it to arrive in seven to 10 business days. Her credit card was charged, but she said she got no tracking number for the package.
With no sign of the bracelet after a week, she phoned and emailed the company, but her messages went unanswered. She tried to send a post on social media website Twitter and got a response to send her order number to the company. She did, but still nothing.
Monday evening, she got word her package would arrive Tuesday, two weeks after being ordered. She also received a coupon for 15 percent off her next online purchase.
“On a scale of 1 to 10 of how frustrated I am, I'm like a 12,” she said. “I will never, ever order from their website again.”
Alex and Ani CEO Giovanni Feroce said the delay is a result of the growing company trying to satisfy a major surge in demand: Orders more than tripled this year to $3.3 million from $672,000 last year.
“Although it is statistically impossible to get close to 50,000 orders perfect since Cyber Monday, we will always do our best to do just that,” Feroce said in an interview.
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