It's unfortunate that my first post on Paizo's boards is due to a bad customer service experience. I was one of many, many people who placed an order in response to Green Ronin's awesome sale.
Although it took nearly a month for my order to arrive, I didn't mind since I assumed that Paizo just was flooded by a mass of orders. However, I did very much mind that when my order had finally arrived it was completely botched. Below is the e-mail that I sent to customer service.
Dear Paizo;
I am e-mailing about my order, #836881, which I placed on 11-15-07. I ordered many books as part of the Green Ronin sale and just received my order today.
Unfortunately, several of the books that I ordered are missing, while I received 10 books which I hadn't ordered at all! At least some of the books that I had ordered were in the box. It seems that I may have received someone else's order, although the box did contain the correct manifest for my order.
The books that I'm missing are:
Bow & Blade: A Guidebook to Wood Elves -- GRR 1106
Plot & Poison:Dezzavold, Fortress of the Drow--GRR 1109
Monsters of the Mind -- GRR 1401
Mindshadows -- GRR 1402
Egyptian Adventures: Hamunaptra -- GRR 1407
Modern Magic -- GRR 1504
Thus I am missing 6 books from my order.
The books which were mistakenly sent to me are:
The Book of Fiends
Denizens of Freeport
Murder at the Vulgar Unicorn
The Cavalier's Handbook
The Noble's Handbook
Armies of the Abyss
Freeport - The Freeport Trilogy
Artifacts of the Ages: Rings
Legions of Hell
Hell in Freeport
In total, I received 10 books which I had not ordered.
The error is even more frustrating because one of the missing books -- Modern Magic -- was meant to be a Christmas present.
Please advise me how I can go about having my order corrected, so that I will receive the books that are missing from my order. I am greatly concerned about the expense of shipping back all of the books that I incorrectly received due to the error.
I look forward to hearing from you.
Below is the response that I received:
I apologize for the mixed up order! Unfortunately, the Plot & Poison:
Dezzavold, Fortress of the Drow (d20) book is completely sold out, so I
will refund you for this book. I will get replacements sent out for
the other five as soon as possible (in fact, you should have just
received the shipping confirmation email).
I will email you a UPS return label for the ten erroneously shipped books. This email will most likely be sent around 5pm PST. All you'll need to do is print out the label and return the ten books in the box in which we sent them to you, if possible.
Once again, I am deeply sorry for the messed up order and if you have any further questions or concerns, please let me know. Thanks!
Sincerely,
Cosmo Eisele
Customer Service
Paizo Publishing, LLC
A polite enough response. I was, of course, very disappointed that due to an error on Paizo's behalf I would not receive one of the books that I had ordered. However, what prompts this post is not that, but rather that I WAS CHARGED THE SHIPPING to receive the books that were missing from my order. For whatever reason, the missing books were treated as an order, Order #855149, and I was charged $6.80 for that order.
I would like the cost of shipping for order #855149 to be refunded to my credit card. I already paid once for my order of books, and I don't see why I should have to pay again due an error that was made by Paizo.
Furthermore, I have since learned that friends who did not receive their entire order due to out-of-stock issues were given credit for 25% off of a future order for the inconvenience. In my case my order was completely botched and caused me to not receive one of the books that I ordered. I not only did not receive the 25% off offer, but was essentially charged more money for the mistake.
I am quite disappointed with my customer service experience with Paizo thus far, and am therefore bringing the issue to this board.
Sincerely,
Sen the Collector
Director of Sales
