I’m going to veer off a bit from my usual territory into a subject that affects just about anyone who buys miniatures at one time or another: buying over the internet.
One would think this would be relatively simple. But Google “dollhouse miniatures” and 1,260,000 results present themselves. Some of those results are dollhouse shops, some are shows, some are blogs, and some, oddly enough, are magazines. There’s absolutely no way to distinguish among them without clicking on every single link. Even when you narrow the results down to merchants who sell dollhouse miniatures, there is a wide range of quality and it pays to look around before you buy from any of them.
First let’s talk about how a good site is organized. I prefer not to have to work too hard to find things. So I like to be able to search by broad categories such as: furniture (with subcategories by room or type), accessories (with subcategories such as food, drink, china, crystal, silver, decorative items, artwork, mirrors), lighting, architectural elements and trim, wallpaper, fabric, carpet, and window treatments, garden and floral, shops and stores, room boxes, and holidays, just to name a few. I also like to have the option of searching by artisan or manufacturer, or by key word. It makes absolutely no sense to me to expect the buyer to know all the manufacturer’s names, although I suspect that if there were a category devoted to Bespaq furniture or Reutter accessories, most of us would know what to expect.
I like the photos to be big enough to see – I hate being forced to click on a tiny little image to enlarge it. I like for the site’s owner to have taken the photos themselves instead of relying on manufacturer’s catalog photos and lists of item numbers, which is just plain lazy in my view. And the photos need to be of decent quality, which is not all that difficult since everyone has a digital camera these days. For each photo, especially furniture, I want to know who the manufacturer is and what the dimensions of the piece are. In fact, I like to know who the manufacturer is of anything I am contemplating purchasing. The reason is that some manufacturer’s furniture is a little smaller and better quality than others, and some is a little bigger and the quality isn’t quite as good. There’s room for everyone—I just like to know what I’m buying.
Also, I don’t like to scroll down long pages of photos. And when I put something in my basket or cart and want to continue shopping, I want to go back to where I was—not back to the home page —I might want to order something else in that section. I also find it convenient to have a “back to the top” button at the bottom of the page.
Now that I’ve talked about the shopping experience, I’m going to talk about the e-commerce aspects of shopping over the internet.
When I put something in my basket, I expect that it is actually in stock and it will be sent to me within a reasonable amount of time—say a week. This has got to be my biggest pet peeve about buying over the internet. Unless you read the fine print, you are very likely to find out that many, many sites don’t have in inventory, available for immediate purchase, anywhere near the amount of merchandise they show in pictures on their sites.
It is very likely that they have to order what you order them from a distributor before they can send it to you. That’s why it can take anywhere from two weeks to 6 months after you place an order to receive what you ordered. Some sites don’t even acknowledge that you’ve placed an order with them. They may or may not notify you that they don’t have what you ordered in stock. They may charge your credit card when you place your order, not when they send it to you. They may or may or may not notify you of further delays. So it pays to read their “Ordering Information and Policies,” “Purchasing and Payment Terms,” or whatever the fine print is called. I can’t imagine how they get away with any of this, but they do, primarily because we, the buyers let them. If I get caught in one of these situations I never order from the site again no matter how much I want the merchandise.
Here’s what a good website does when you place an order. Immediately acknowledges your order with an order number, a list of what you ordered, the price of each item, the shipping cost, method, approximate shipping time, and total cost of the order. When the order has shipped, they let you know. If for some reason there is a delay, they let you know and offer you the option of a partial shipment.
The sites that get my repeat business let me know that there is a human being behind the website. If I send an email to inquire about something, they respond quickly. I can tell you that there are folks out there who have gone way beyond what I would have expected to get me a custom order from an artist, to let me know when they were getting a shipment in by an artisan that I liked, to send me a piece on approval. That’s service—and that’s what builds customer loyalty—on the internet just like in bricks and mortar shops.