Unexplained delays


Customer Service

Grand Lodge

Looking for an update on order 3419835. It's been 2 weeks since the order was placed, and I've just sent a second email after the first was not responded to. Just curious what's making this order take so long to get sent out. My previous order was the same, taking about 2 weeks I think to get to the point of processing payment.

Paizo Employee Customer Service She-Hulk

Hello Kovok,

I've taken a look into your order, and it seems that it's being held up because we are waiting for two of the items to come in from our distributors. These products are: P3 Paint: Jack Bone and P3 Paint: Brass Balls.

It looks like they're already been ordered from the distributor, we're just waiting for them to arrive in our warehouse so we can ship them out. If you'd like to separate these two items to get the rest of the order shipped out, I can either move them to a new order or cancel them. Otherwise, the whole order should ship together once we receive the paints in stock.

Please let me know which you would prefer, and I'll get it taken care of as quickly as I can. Likewise, I'll be glad to help with any other questions or concerns that you may have.

Thanks!
Katina

Grand Lodge

I'll keep my order please. Any idea when it should all ship together?

Paizo Employee Customer Service She-Hulk

Hi Kovok,

The paints have already been ordered from our distributor, but now it is just a matter of waiting until they reach us. It looks like they were ordered sometime last week, and we typically allow around 5 - 11 business days for them to get to us.

There are some winter weather problems that have been delaying shipping in various parts of the country right now, which could possibly slow down distribution. However, once we get the paints in, we'll be sure to have them placed into your order and sent out ASAP.

Please don't hesitate to let me know if there are any further questions or concerns that you might have in the meantime.

Thanks!
Katina

Grand Lodge

Hi Katina, just looking for another update. I'm hoping you guys have those paints by now.

Grand Lodge

Me again. Getting a little frustrated by the lack of progress. Can I get an ETA on my order getting to me? I've got a ton of reaper bones that I'll be needing paint for.

Paizo Employee Customer Service She-Hulk

Hello Kozok,

I'm sorry I did not see your earlier reply! I've taken a look into your order #3419835, and it is still waiting for those two paints. We placed an order with the distributor just over a month ago and still have not received the shipment. I'm very sorry for the delay! I know that there have been some recent dock worker strikes which have blocked shipments at a lot of the ports near here, which may have contributed to the wait. Otherwise, I'm afraid we're just waiting for the restock to arrive before we are able to send the paints out.

If you would like the rest of your order shipped separately, I can get the rest of the paints on their way to you and have the last two sent when they're ready to go. If not, the rest of the order will wait for the two remaining paints and be sent out as soon as everything is in stock. Just let me know what you would prefer to do and I will make sure to get it taken care of.

As always, I'd be glad to help with any questions or concerns that you may have in the meantime. Thanks again for your patience.

-Katina

Grand Lodge

Please have the order shipped out without those two paints, and also can you please remove the Fate Core rulebook from my order. Thanks for letting me know.

Paizo Employee Customer Service She-Hulk

Hi Kovok,

Thanks for getting back to me so quickly! I've got the rest of your order printed out and ready to go down to our warehouse. They should send you a confirmation email once it has been processed for shipping. (Since it's after hours now, they may not get to it until tomorrow.)

As for the delayed paints, I have moved them into a new order, #3475097. I've made sure that they retained their Holiday15 discount from the original order, and I've granted them free shipping to apologize for the wait. You should receive a confirmation email for this order shortly. Please let me know if anything looks correct and I should be able to set things straight.

Thanks very much for your patience with this issue. If there's anything else I can do to help out, please don't hesitate to let me know!

Thanks
Katina

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