Very dissappointed

[Nekkira]

Ok, I ordered on the 12/2, and everything said it ships in 3-5 days. On 12/14 I receive a notice saying that you finally shipped my order. Now on 12/19 UPS still says that all you did was print a label and that they have not received the package into their system. And the response I get is 'Maybe they put it on the wrong truck'. I don't know about your UPS guy, but mine has a handheld scanner that reads the packaging slips when he picks up the packages. So UPS knows as soon as a package is picked up. (Their website isn't updated immediately, but it's in their system.)
Oh and I forgot to add, the person responding to my email said 'Check back with us if it's not there by the end of the week.' Christmas is the end of the week! If it's not here by then, I don't want it!

[Robert Head]

I'll take a look at your order when I get in tomorrow and see if I can get you better information.

- rob

[Robert Head]

Hmm. Weird. Looks like UPS never scanned it into their system, but it did leave the building.

I'll see to it personally that we resolve this in the next couple of hours.

[Nekkira]

Please let me know as soon as possible.

[Nekkira]

Please consider sending me the order today in such a way that I will receive it in time? I will give you my word (and I am of Lawful alignment ;) ) that if I receive a second shipment I will return it to you at my expense.

[James Sutter]

Dear Nekkira,

Sounds good - we're currently shipping you a replacement order via UPS 2nd-day air to ensure that it'll be there in time for Christmas. The UPS tracking number is 1Z7w101a0740977976, and it should show as "in transit" by the end of the night. Thanks!

Sincerely,

James Sutter

[Nekkira]

Great!! Thank you!!

[Nekkira]

Well, looks like I will be sending you guys a shipment soon. Both packages arrived today. The problem was that the tracking number on the original package was not the one that was attached to my order. I would hazard a guess that 2 labels were printed and the one used was not the one saved into the records.
Sorry I doubted you, and thank you for taking the extra step to ensure I received the items in time for Christmas! That was very good customer service.
Actually if you prefer, instead of shipping the items back, I will pay you for the second set of items and keep them for gifts for other people. Let me know if we can do that or if it would hose your system up to try.

[Jeff Alvarez]

Nekkira wrote:

Well, looks like I will be sending you guys a shipment soon. Both packages arrived today. The problem was that the tracking number on the original package was not the one that was attached to my order. I would hazard a guess that 2 labels were printed and the one used was not the one saved into the records.

Sorry I doubted you, and thank you for taking the extra step to ensure I received the items in time for Christmas! That was very good customer service.
Actually if you prefer, instead of shipping the items back, I will pay you for the second set of items and keep them for gifts for other people. Let me know if we can do that or if it would hose your system up to try.

Hi Nekkira,

Thanks for the kind words. I've gone ahead and charged your card for the second wave of items (but not the donation and there was no shipping) so you are set. Please let us know if we can do anything more for you.

--Jeff

[Nekkira]

Ok. Thanks!