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I have 3 emails out to you guys with no response. One from June 23, June 27, and yesterday.
Also order #966852 appears it should have been sent by now. The order was placed on June 14th and at the time of the order the most any product said was 11 days before it was shipped.
11 business days would have been yesterday, so if it is shipped out today it's still technically on time.... (just saying)
CEO
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We are down one customer service rep when Corey left for a new job. We have a replacement hired, but she doesn't start until later in July. Jeff Alvarez has been helping Cosmo with the customer service, but he has been gone for about a week at the Origins convention in Ohio. Vic has been valiantly trying to keep customer service on track in addition to his own duties, but there has been a large deluge of emails, phone calls, and messageboard threads to deal with. Jeff should be back today, so hopefully he can help us get caught up just in time for a long 4th of July weekend. :)
-Lisa
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Director of Sales
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order #966852 appears it should have been sent by now. The order was placed on June 14th and at the time of the order the most any product said was 11 days before it was shipped.
It appears that one of the items on your order is currently on backorder. If you would like, I can set this item to ship separately so we can the remainder shipped out to you as soon as possible. There will be a separate shipping and handling fee associated with the separate shipment. Otherwise the entire order will await the arrival of the backordered item. We do not currently have an estimate for when it will be available again. Please let me know how you would like to proceed.
...hopefully he can help us get caught up just in time for a long 4th of July weekend. :)
-Lisa
This is my goal!
Thanks,
cos
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If you would like, I can set this item to ship separately so we can the remainder shipped out to you as soon as possible. There will be a separate shipping and handling fee associated with the separate shipment. Otherwise the entire order will await the arrival of the backordered item. We do not currently have an estimate for when it will be available again. Please let me know how you would like to proceed.
Go ahead and just remove the item and send the rest. I can always just reorder it when it comes back in.
Is it feasible to add it to order #979352 and see if it comes in by the time that order is ready to be shipped out? If this will be too much hassle and will possibly hold up the other order then just removing it from the order would probably be for the best.
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Chief Technical Officer
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If you would like, I can set this item to ship separately so we can the remainder shipped out to you as soon as possible. There will be a separate shipping and handling fee associated with the separate shipment. Otherwise the entire order will await the arrival of the backordered item. We do not currently have an estimate for when it will be available again. Please let me know how you would like to proceed.Go ahead and just remove the item and send the rest. I can always just reorder it when it comes back in.
Is it feasible to add it to order #979352 and see if it comes in by the time that order is ready to be shipped out? If this will be too much hassle and will possibly hold up the other order then just removing it from the order would probably be for the best.
NSTR,
We have no way of knowing when our distributor will be getting more of that item, so I've cancelled that item for your order so the others can ship. (We actually changed our ordering system shortly after you placed that order so that it now *requires* backorders to ship separately to avoid this kind of situation.)
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I see that you cancelled the item but the other items have still not shipped.
Also I am 99% sure when I made the order nothing was on backorder. I now see on my other order that one of the items is listed as backorder and I am 100% sure it was not a backorder item when I originally ordered it.
I am starting to lose confidence in buying anything, but Paizo products, from Paizo.
The very lengthy time it takes to ship items that are in your "warehouse" and still have difficulty getting items even after that length of time is troubling.
However, I will say that everyone is nice and takes care of issues fairly promptly in customer service which I completely appreciate.
EDIT: Oh, and one of the other emails I sent was about the Pathfinder Advantage discount not being applied to order #979352.
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Chief Technical Officer
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I see that you cancelled the item but the other items have still not shipped.
It should go out Monday. (It would be going out tomorrow, but for the holiday.)
Also I am 99% sure when I made the order nothing was on backorder. I now see on my other order that one of the items is listed as backorder and I am 100% sure it was not a backorder item when I originally ordered it.
I am starting to lose confidence in buying anything, but Paizo products, from Paizo.
The very lengthy time it takes to ship items that are in your "warehouse" and still have difficulty getting items even after that length of time is troubling.
However, I will say that everyone is nice and takes care of issues fairly promptly in customer service which I completely appreciate.
It *is* possible that the item wasn't on backorder at the time—our distributor provides daily status updates, not real-time updates, so if something goes out of stock in their warehouse between the time they update us and the time you place your order, we won't know it's a backorder until we actually attempt to order from them. As you can imagine, it's a pretty rare circumstance, but it's sadly not impossible. And the odds of being affected by it twice are... well, they make you pretty unlucky. (Our distributor is working on a real-time system, but I don't know when it will be ready.) Would you like me to cancel the backordered item from that order, or move it to a separate order?
(By the way, you can identify items that have to be ordered from our distributor by the timeframe given on the product: if it says anything *other* than "Usually ships from our warehouse in 3 to 6 business days," it's not in our warehouse.)
EDIT: Oh, and one of the other emails I sent was about the Pathfinder Advantage discount not being applied to order #979352.
I think that one was affected by a bug that Gary has since fixed. At any rate, I've applied the discount.
I'm sorry for all of the inconveniences. Allow me to assure you that this sort of thing isn't normal.
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Director of Sales
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It looks like you are going to have to remove an item that is "currently unavailable" from order #982189. Obviously I could not have placed that in my cart/order if it had that status. So that must have changed after the order.
The item has been removed from your order!
Thanks,
cos
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It may have been missed, but could you also cancel the item that changed its status to backorder from my order #979352.
I am hoping that order #966852 is going out today because it is now the 16th business day since I placed the order. Also, since one of the items had to be cancelled bringing the order total below $100, would that negate the shipping discount?
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It may have been missed, but could you also cancel the item that changed its status to backorder from my order #979352.
Pandemic still needs to be removed from the above order #979352. When I placed the order it showed you had them, but later the product went into backorder status. Since Pandemic is now being reprinted I assume you will not be getting any for a long while and at the earliest sometime in August.
I placed another order today and triple checked all the products and they all said 5-11 business days, so I am hoping they stay that way.
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CEO
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It may have been missed, but could you also cancel the item that changed its status to backorder from my order #979352.Pandemic still needs to be removed from the above order #979352. When I placed the order it showed you had them, but later the product went into backorder status. Since Pandemic is now being reprinted I assume you will not be getting any for a long while and at the earliest sometime in August.
I placed another order today and triple checked all the products and they all said 5-11 business days, so I am hoping they stay that way.
Hey Justin:
I cancelled Pandemic from your order and will make sure that it ships out today. Thanks for your patience!
-Lisa