A friend sent me this article about someone who ordered a Raptors gift basket and the recipient received nothing related to the Raptors. Substitutions are pretty common with gift basket companies but this is next level. Unfortunately, situations like this give our industry a bad reputation. I want to be clear on our substitution policy and how we are able to make this work.
We do not substitute products without your authorization
That’s it, full stop. If we don’t have something in stock we will contact the purchaser to get their approval on a substitution. If a substitution is necessary, our first priority would be to substitute one flavour for another keeping the same brand and product size. This has only happened to us a handful of times.
We have invested in an inventory management application
My corporate background is in supply chain, logistics and operations. We have invested in an application to help us keep track of all the gift basket components and as long as the system matches what we physically have a gift basket will show out of stock if any one component runs out. We keep our most popular baskets assembled and ready to go but for slower moving items we assemble them as you order to keep the food fresh, save on storage space and inventory on hand. This allows us to be flexible and nimble as demands change.