Quality Assurance Axiomite
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Sorry about that Crazyriver,
I've reviewed our inbox for your emails and sent you a response to your most recent one. If you have any questions please let us know and I'll be glad to address them.
I apologize for the slow response times, we're currently working to ensure we get back to everyone, but it is taking us time to do so.
- Erik Keith
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Quality Assurance Axiomite
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Greetings Kris,
Please note that fulfillment times for orders should be available on their product pages under the 'Product Availability' section. Your order should have had an estimated fulfillment of 2 to 14 business days, which should have been included in your order confirmation email. Today marks the 9th business day since the order was placed, and we have cancelled your order as requested earlier today.
Our email response time is lagging at the moment from a large number of inquiries, and I apologize for this. We're making sure we address everyone who sends us an email, but its taking us time to do so. We appreciate your patience in the mean time.
- Erik Keith
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I'm having the same problem. Paizo doesn't fulfill orders, they don't contact customers if there is a delay. They don't even respond to email requests about order status. I don't know.. sounds like I should have ordered from elsewhere. This is ridiculous. And a friend of mine even warned me not to order from Paizo in advance but I didn't listen. Really dissappointing. 1980 called. They want their 6 - 8 weeks for delivery back.
To be fair - and this isn't argument, just perspective - there are two things that are worth knowing:
1} Paizo is just getting back to normal staffing levels after back-to-back PaizoCon and GenCon conventions where a bunch of staff who are known to help the shipping department during overflow periods were out of the office. A bunch of high-demand releases happened during the last two to three weeks, making this a one of the "hump" demand times of the year.
2} There are literally thousands of us that have had so few problems throughout our dealings with Paizo that it isn't even funny. I've had 157 orders in seven years. I've had maybe four not go perfectly smoothly and on schedule. Of those, I think two were "incorrect product shipped", where Paizo let me keep the first product and re-sent the correct one. In no case have I been neglected.
Again, I'm NOT trying to tell you that you are wrong. I'm just taking a moment out of my day to offer up some perspective that might be useful.
It's something to consider that unlike Amazon or other huge companies, Paizo has to periodically suffer shipping impediments. One week a month they have the vast majority of their schedule subscriptions ship. That week is hugely frenetic, every month. The other three weeks are - by definition - less so. So what's the company to do? Hire temporary help for five days out of twenty? It's not the same as Christmas where you can at least take on a few more staff members for November to December.
Amazon doesn't have burst demand like Paizo. They've got a steady, predictable order volume and they can have adequate staff all the time. Their demand is sustained.
You won't get better service elsewhere. Not for the RPG market. Not for the long-haul. It's easy to get 100% when you only do two or three shipments. But from my experience - and you'll not I don't have only a little bit of it - we're talking about one of the most reliable shippers on the web, and one who has proven themselves beyond reasonably helpful whenever called upon to fix an issue.
One last time, I'm not arguing. Your measuring stick is calibrated by you. I'm just letting you know what most of us have experienced over the last oh... decade.
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To be fair...
Solid points. I've got 210 or so orders and the only problem I've every had was a busted hardcover book, which Paizo promptly replaced after I sent them a picture. OP sounds a little impatient and cheesed that the order didn't ship Immediately (ignoring/disregarding the fact that the items said they usually ship within 2 weeks, not 2 days) and never mind that last week also happens to be the single worst week of the year to order anything from Paizo. Miscalibrated expectations.
-Skeld
I can understand the frustration - Ive had years of fantastic customer service, but if my first paizo transaction had been in the last few weeks it would have made me think twice about dealing directly with them too.
As a forum regular, I'm aware of the issues besieging the customer service staff, but if you were a new or infrequent customer who placed an order and then sent a few emails and left a few phone messages it would be easy to be cynical and/or form a negative opinion about the company.
That's just the nature of first impressions - they're not always accurate, but they're hard to avoid. :(
Customer Service Dire Care Bear Manager
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I absolutely think that the wait time we currently have for responses is unacceptable and I'm truly sorry that we are not able to offer better service right now. Our backlog for our email queue is at 1,600 and we are working through it as best we can as we also try to manage phones and messageboards. Again, I'm very sorry.
thanks
sara marie