Lisa,
this is the story of a faithful paizonian but really disappointed customer:
On October 1 I received an email from Paizo Customer Service telling me that the order #918143, which was shipped on August 15, was returned to them because the courier said the address was incorrect. Paizo asked me to give them the correct address, and warned that I had to pay an additional charge for the re-shipping.
On October 2 I replied that the address was correct – it is the same address where all of my 40 orders, including subscriptions, have been delivered since 2005. In addition, I asked why I had to pay an additional shipping fee, since the missed delivery was not my fault, but the courier’s.
There were another couple emails back and forth, and then on October 12, after not having received a reply from them, I wrote another email pointing out that, as seen in various posts on the Paizo’s messageboards, there have been cases of missing packages where Paizo sent out again the whole orders at no additional cost for the recipients. In my case the content of the order was safe, so Paizo would not lose money on missing items.
On October 17 they replied that they explored some reshipping options, but at the end of the day they would not cover the shipping costs; they also included a scan of the return module from the courier, which confirmed that the address was correct.
That was the last I heard from Paizo. On October 18 and then again on October 30 I asked if there was any possibility to combine the returned order with the monthly shipment of my subscriptions (order #1047584), so as to at least reduce the doubled shipping fees on my part. I also asked if they could include my cell. phone number with the address lines, for the benefit of the “problem” courier.
And then, on the very October 30, an email from the Customer Service told me that the monthly subscriptions package was sent out – without the returned items from the August 15 shipment and without any indication of my cell phone.
That was over a week ago. The thing that most has disappointed me is the lack of communication: I still don’t know if and when I can get the items I paid for in August, and still don’t know either how much it is going to cost me in addition to what I already paid. Why the order #918143 and #1047584 have not been combined as requested well in advance of the shipment?
And by the way, I have not received another order #1021570 yet, which was sent out on September 10. Has this one also been returned to you? Will I have to pay double shipping fees on this one, too?
And finally, why the subscriptions monthly shipment seem to have no delivery problem, and in fact I keep getting them, while those two other orders placed with your store have been so unlucky? And what’s the matter with the courier – I always asked for standard mail delivery. If the courier keeps sending the packages back to you, are you going to ask me for the shipping fees again and again?
Lisa, sorry for all the trouble and the questions, but really I have got no answers, and have a couple of orders worth $460 out there, which I paid for and would like to receive.
I appreciate the attention you usually give to your customers, and I think I’ve been good business for you so far; I hope at least to be heard and receive some answers.
Thank you for your time,
Giorgio