Order #837516

[Tom Grzeskowiak]

I placed this order on 11/16. The Medieval Player's Guide was listed as backordered for a while, but all the other items were listed as pending. Yesterday, I checked on my order status and saw that Skull & Bones had been canceled.

Now, I would hope that the "pending" items were put aside for me while waiting for the backordered item. But it now appears that this is not the case, and while we wait for one book that may never resurface, everything in my order is in jeopardy of going to someone who ordered after I did. Needless to say, I am not happy about this. At all.

If this is your policy, customers should be given the opportunity to split up shipments (and not just after stumbling across the idea on a messageboard). Furthermore, changes to a customer's order usually calls for notification by e-mail, rather than letting it come as a surprise.

Please split up my shipment so that remaining books ship as soon as possible, and I would appreciate some resolution to the issue with the Skull & Bones book.

Thanks,
TomG

[Scott Lang]

I am in the exact same situation.

So what exactly does "Pending" mean, and how many more items will be cancelled on me because I am waiting on an item that is backordered?

Personally I am not very happy about this situation because it feels like items which were available when I placed my order have been shipped to someone else who ordered after me and my order for the item was cancelled.

I personally work for a very large mailorder company and our customers would shoot us if we allocated stock in this manner.

I also sent an e-mail inquiring about this situation last week with no response.

Not very stellar in the customer service area :-(

my order is 770769 - Could someone please contact me ASAP to discuss.

[Scott Lang]

Is anyone from customer service reading this message board?

Seems like alot of people have the same questions and are looking for answers...

Does anyone have a phone number for Customer service because it appears message board and e-mail don't work :-(

[Ungoded]

Scott Lang wrote:

Is anyone from customer service reading this message board?

Seems like alot of people have the same questions and are looking for answers...

Does anyone have a phone number for Customer service because it appears message board and e-mail don't work :-(

To be fair to Cosmo and Corey, they don't work on the weekends (which is when the first two posts in this thread were made), and they start at 9:00 AM PST on weekdays, which was only 2 hours ago.

[Cpt_kirstov]

Ungoded wrote:

To be fair to Cosmo and Corey, they don't work on the weekends (which is when the first two posts in this thread were made), and they start at 9:00 AM PST on weekdays, which was only 2 hours ago.

and since then Cosmo has answered at least 3 other questions between answering phone calls and emails as well.

[Dr_Asworth]

Scott,

The phone # for customer service is at the bottom of every page. However, before you go phoning, I'd ask you to reconsider that course of action. I infer from your post that you have already sent an email. You've also made at least on post. My take is that every request has to be processed (regardless of medium), even if it is only to check that the request has been taken care of. Each "extra" request made about the same issue means that a new/unique request is delayed

Corey and Cosmo are only two people, and I suspect that they are handling a very large volume of cust. serv. requests at the moment. I also suspect that they are prioritizing requests that have to do with order modification/cancellation over "When's my stuff coming" type queries.

Don't get me wrong, I know xmas is coming. I'm sure plenty of people were hoping to recieve their orders in time to give as gifts. The truth is though, that the whole Green Ronin sale has Paizo swamped. And you know what, we shouldn't be too surprised when the discounts are so steep.

Scott, please don't think I'm attacking you... that isn't my intent. Instead I'm just trying to defend two of the hardest working customer service folks that I've ever encountered. I've coresponed with Corey and Cosmo via email, the boards, and even on the phone. They've always been super pleasant and helpful, and I think that they are handling the situation as best as they can.

Three cheers for Corey and Cosmo!

Dr. A.

Scott Lang wrote:

Is anyone from customer service reading this message board?

Seems like alot of people have the same questions and are looking for answers...

Does anyone have a phone number for Customer service because it appears message board and e-mail don't work :-(

[Cosmo]

Tom, Scott,

On both of your orders, the Medieval Player's Manual (d20) was holding up shipment. This has been split off to another shipment and we will get the remainder of your orders shipped out to you as soon as possible.

Everyone else,

Thanks, guys. :)

Thanks,
cos