Looking for honest feedback

Hi guys,
I've been a bit stumped lately, and would love to hear some feedback from the members on this forum.
The last two years in a row, sales have been consistently getting slower on my online store.
Even though I have more products that ever before and pricing/rewards/shipping are currently at the best they've been at in years, I'm trying to figure out why we're losing business to "the other guys".

So, humbly, I come to you asking for help.
Please don't sugarcoat anything. If there's an answer that doesn't fit your reasoning, please feel free to post it in a comment.

www.TheHandleBarSupply.com

It’s kinda of cyclical for me. Right now I’m interested in getting Nuavia Blu but the last time I looked you were out and not sure when it was coming in. So I wait even though I can order direct from the maker. Also, I tend to buy in waves so if you don’t have everything I’m looking for I try to find a place that does and order from them. Hope that makes sense.

Yminoh Nuavia Blu is one we are both missing greatly! Marco was unable to ship me Blu ("for quite some time" he said, he did not give me an estimated date). Not having that scent has also made a big dent in my sales.

@"TheHandleBar" , yeah I’m missing it. I actually bought the blue, red, and green from you before and finished all 3 which might be a feat in itself but will definitely buy the blu when you get back in stock. For me it really is more about when I’m ready to buy, who has what I want all in stock. Sometimes it’s one thing. Sometimes it’s 4-5.

Yminoh Thank you for your previous business. I'm sure you're already signed up for in-stock alerts for the Blu, but if not, that'll be the quickest way to be notified of its arrival

Gareth, for the past couple of months I can't get your site to work for me. Everything locks up and I can't scroll through.

Lipripper660 Can you elaborate? What does it look like when it locks up? What browser do you use? Have you deleted cache/cookies?
This is the first I’m hearing of this issue. Sounds like it’s a big issue to me.
I’ve done everything myself since I opened in 2012. Never hired a web designer or anything, perhaps that’s something I need to look into, but my cart should take care of an issue as big as a site not loading.

Sending PM

Since you asked:

I have only purchased one thing from your site in last 4 years - Rockwell 6S Razor Tin Box. Why? My regular places didn't have this item. So the question is - why would a regular customer of say Maggard (which I am) would buy stuff from your website? Answer is - you have something other places don't have or you offer better pricing/shipping.

1. I have found three things you sell that might interest me/other shavers (and Maggard doesn't sell those) - Vintage DE razors - but I can get those in forum BSTs as well. THB products (I don't buy THB), and finally Nuavia (which I have bought, all 4 of them). In case of Nuavia, even after paying international shipping, it is noticeably cheaper to buy from connaught. And if I add anything else to my order of Nuavia, shipping becomes free. I have received items from them in less than 8 days. So I bought all those Nuavia from them. I often buy stuff from Italian Barber - because they offer unique things - razors, brushes etc. that you can't get from anywhere else.

2. Now pricing - for American products, you (or anyone else) do not provide a better price to lure me away from my usual places. I also bought maggard edge on discount - so I get free shipping for a $10 soap. Even without free shipping, maggard shipping cost/speed is equal/better than yours.

3. For EU products - I almost always go to EU vendors. I have already given the example of Nuavia. 34c is another favorite item of mine - it costs $48.40 from your site before shipping. It costs $38.99 from connaught including shipping.

So, I have nothing for/against you, but as a customer, I have no reason to buy anything from your site, unless my regular places (Maggard, IB, WCS, connaught etc. ) stop selling things I want to buy.

Thank you @"iamsms"

You make some excellent points. Thank you for taking the time to write me about them. You're absolutely correct, on all arguments.
It's very clear I cannot compete against the likes of Maggard in their variety of goods, especially because in order to do so, I would need more business just to expand my lines. Sort of a catch 22, sadly. But, that's business. I do try to expand whenever the budget is possible, it's just at a much slower pace.

Funny you mention "when my regular places didn't have an item" you bought from me. I notice a large chunk of my sales are of items I know other vendors/artisans are sold out of (I'm looking at you IB, Barrister & THB ). I get a good chuckle, among some frustration, when I see a wave of orders come in for a very particular item which I know has recently been sold out elsewhere. It's sort of a running joke my wife and I have. "Maybe you should only sell sold out products!" she's mentioned on occasion. The frustration comes knowing I've had these items this whole time, at the same prices as everyone else. All the while their customers sometimes have to fight and deal with frustration of staying up until midnight on a release date elsewhere, I'm sitting on inventory that nobody even knows I have.

Regarding the Merkur pricing, my hands are tied. There is a strict MAP pricing on Merkur products, and several other brands I carry. I've been dealing with this issue for years. It seems the vendors with some higher volume stores don't follow MAP pricing, nor do they get busted for not complying. But the second I offer something on sale I get an email from the distributor and I have to explain myself.

Regarding Connaught, I truly have no idea how they can offer Nuavia at those prices (they sell it cheaper than PannaCrema does). Add on their insanely cheap international shipping and it's game over. I offer free shipping on Nuavia and any order over $55, but even with their prices I can't compete. I would be losing money if I matched those prices, after the import fees and shipping a crate of Nuavia here. Also, Marco at PannaCrema has instructed me to try to keep my price as close to his as possible, and I've respected his wishes.

So in the end, I'm still stuck trying to figure out what I can do to earn more business without breaking any rules, pissing off my vendors, or going broke in the process. Unless, I'm missing something? I hope this post doesn't come off as defensive. It's not intended to be at all. I'm all for transparency and am glad I am able to discuss business with fellow DFS members.