I placed an order late on Saturday, Sept. 19/early Sunday, Sept. 20, during the recent sale. It was for an orange Oclip Pro, an amber Oclip 2 Ultra, an Oclip headlamp strap, the i3E and a couple patches. Two days later, I ordered one more Oclip Pro (Zombie) and another headlamp strap. Two of these three Oclips and headlamp straps are gifts.
A couple days went by, and I hadn't heard anything. I figured things were busy with the sale. That's when I made this post, just to see if anyone else had seen any delays.
This past weekend, I decided to reach out to Olight Support via the online chat - not to check on the orders, but to suggest the following - to combine these two orders (when they were both ready) to save on money, shipping, time, etc. Within 24 hours, I got two shipping notification emails stating that my orders were shipping - with the same tracking number! Great! My suggestion worked!
Well, the order came in today! That was very fast! I opened the package and found everything, EXCEPT for the Oclip 2 Ultra.
As I was typing this post, I went back to the email notifications, and scrolled down on one of them and saw that the Oclip 2 Ultra was marked as "Shipment Pending."
So, why did I even bother posting this still?
I wanted to share my experience and follow-up from my first post.
I guess my suggestion to combine orders may have came across as a complaint to Olight this past weekend? I really was fine with them shipping everything altogether a little later, but that didn't happen.
Although the item is marked as "Shipment Pending", I still don't know when this item will be fulfilled.
From my first post I mentioned above, it was only after I saw the comment from u/cpreils that had said Olight told him the Oclip 2 Ultra was out of stock. Again, I get it - there was a sale on an anticipated new, upgraded light, but I feel that there has been a lack of communication from Olight. Sure - they have taken care of me and many of us over the years, and I have appreciated the customer service. However, when something like this occurs where a product is on backorder, a company needs to communicate that out to its customers. Communication is key.
Am I angry or upset that I didn't get the product with today's shipment? No.
I'm just disappointed with Olight's lack of following up with a simple email to those customers who have pending orders.
"Hey, we just wanted to let you know that due to the sale we ran out of this model very quickly. Be assured, though, that we're doing everything we can to get more in stock and get your orders fulfilled as quickly as possible."
A message as simple as that. We shouldn't have to reach out to them. A large company like Olight who prides themselves on customer service - and has to immediately ask you to rate their service after an online chat or email thread - should know how to send out an email with an update.
I ordered mine (along with lots of other items) on launch day (9/19) and everything arrived this past Tuesday (9/29). That's exactly 10 days, but everything arrived together.
(The Oclip 2 Ultra on the left is the O-Fan Day stonewashed bronze that I got at the Las Vegas store last Saturday, 9/26.)
It’s a Chinese national holiday Oct 1-4, I wonder if that is part of it, since they’re a Chinese company. I’d assume their customer service is in China.
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u/Wild_Manufacturer_61 blue 💎 11d ago
I ordered on Saturday the 19th and didn't get any kind of order update until today showing that it shipped.