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Correct.
We (Paizo forum users) were quoted different cost to the actual shipping cost.
I knew that the ordering process was going to change with the update of the code but the prices have increased. This plus Paizo have not advertised the fact. Granted everyone is busy preparing for release/events but being a customer I feel dissatisfied if anything slightly cheated.
I tried to discuss this matter with staff but feedback was slow and not easily forth coming. I guess this my rant but I feel that things certainly could have been handled better.
Wow...US$40 shipping and handling for one book? That's just nuts; overseas shipping is more expensive that I thought!
There was a difference of just under $2 (around 15%) between what I was quoted for domestic shipping and what it ended up to be. My guess is that the extra packing materials added some weight/bulk to the finished boxes. (Lisa, I think, mentioned in another thread putting in styrofoam corners.) So it wasn't just international shipping, although I'm sure the difference was more marked as a percentage of a larger cost to begin with.
Without sounding like I'm complaining, I get the definite impression that Paizo staff were overwhelmed a bit by the task of getting the books shipped out. Remember, they originally thought that the amount of books coming in would get shipped out over a period of several months (thought they would last until the end of the year), and they are now in the process of shipping out the same amount in a matter of two weeks. Add to that prep for travel to GenCon and an upcoming relocation of offices, and I think they just haven't had the time/energy for the standard of communication they usually keep up.
Chief Technical Officer
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There was a difference of just under $2 (around 15%) between what I was quoted for domestic shipping and what it ended up to be. My guess is that the extra packing materials added some weight/bulk to the finished boxes. (Lisa, I think, mentioned in another thread putting in styrofoam corners.)
That's the reason! I'd like to make it clear, though, that when orders are placed, the shipping costs are locked in at whatever you agreed to pay, even if the cost of postage or packing materials goes up for us after that. (Note that for subscriptions, though, the shipping prices you see are estimates—and are labeled as such—and the actual shipping cost is finalized only when you get the "your order is about to ship" e-mail.)
For me (in the UK) the price would be one dollar more than quoted.
How much is it to Australia?
I'm in Australia, my order shows
Subtotal (1 Item) $42.49
Shipping & Handling $46.05
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Order Total $87.54
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There was a difference of just under $2 (around 15%) between what I was quoted for domestic shipping and what it ended up to be. My guess is that the extra packing materials added some weight/bulk to the finished boxes. (Lisa, I think, mentioned in another thread putting in styrofoam corners.)That's the reason! I'd like to make it clear, though, that when orders are placed, the shipping costs are locked in at whatever you agreed to pay, even if the cost of postage or packing materials goes up for us after that. (Note that for subscriptions, though, the shipping prices you see are estimates—and are labeled as such—and the actual shipping cost is finalized only when you get the "your order is about to ship" e-mail.)
If I knew that then I would have asked if one of my preorders that I cancelled I kepts! Preorders where changed into subscriptions... this was not made clear!!!
All the effect put into answering questions and then changes made and all quiet. I makes me feel like there was some obfuscation to contain backlash.
I would have glad grinned and bared it or cancelled but the communcation was not clear. I was expecting shipping to be 45.05 which was the quoted cost for 1-2 PFRPG. I then discovered that the price was $57 dollars for all my subscriptions... but the invoice was incorrect (total did not equal subtotal plus shipping). I questioned customer service and did not a reponse. Keep questioning got an answer it was getting look into and no response... ask ask again and was told that my account was fixed up and that the shipping and handling was now $59 and it was because my orders were sent in two packages which was ment to lower prices?!?
Poor communication and then poor follow up has left a sour taste in my mouth.
Please note that I was only sent one RPG and my subscriptions in to packages for approximately $59 shipping and handling.
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For me (in the UK) the price would be one dollar more than quoted.
How much is it to Australia?
I'm in Australia, my order shows
Subtotal (1 Item) $42.49
Shipping & Handling $46.05---------
Order Total $87.54
S&H should have been 45.05. Looks like you had an error in your shipping calculation as well.
S&H should have been 45.05. Looks like you had an error in your shipping calculation as well.For me (in the UK) the price would be one dollar more than quoted.
How much is it to Australia?
I'm in Australia, my order shows
Subtotal (1 Item) $42.49
Shipping & Handling $46.05---------
Order Total $87.54
Maybe. I'm sure if the price has gone up it's because the freight company charged them more than Paizo thought they were going to. Personally, I dont expect any company to subsidise the cost if the shipping goes up between me placing an order and the order shipping (nor do I expect them to notify me over a $1 increase).
I like to think of it in terms of "What would I have done if they'd told me? Answer: Had it shipped anyway. Therefore, there's no harm done." Of course, if your answer is different, I guess you should get back to their customer service and hope they get back to you once things quieten down.
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Chief Technical Officer
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I'd like to make it clear, though, that when orders are placed, the shipping costs are locked in at whatever you agreed to pay, even if the cost of postage or packing materials goes up for us after that. (Note that for subscriptions, though, the shipping prices you see are estimates—and are labeled as such—and the actual shipping cost is finalized only when you get the "your order is about to ship" e-mail.)If I knew that then I would have asked if one of my preorders that I cancelled I kepts! Preorders where changed into subscriptions... this was not made clear!!!
Masika,
I'm not sure quite what you mean here. Maybe I need to be more specific about my clarification above—I was just referring to what happens if our costs go up after you place an order. If our postage goes up, or the product weight is higher than we thought, or we pay more for packaging materials, or we can't fit it into the box we thought we could, we eat the difference. If *you* elect to modify your order by combining it with other stuff or by changing the shipping method or destination, the rate can change.
In this case specifically, you were quoted a price on just one book (your initial order), and then you elected to have it shipped with other items (your other subscription stuff), so I think it's pretty reasonable to expect that the shipping cost will change. After all, there's more stuff in the box.
Yes, you could have left it alone and gotten the price we quoted for the original shipment—but you saved almost $40 by combining your other stuff with it.
All the effect put into answering questions and then changes made and all quiet. I makes me feel like there was some obfuscation to contain backlash.
I know you're upset, so I'm just going to let that allegation slide. You've been part of our community long enough to know that we go to great extents for our customers, but we do make mistakes now and then.
I was expecting shipping to be 45.05 which was the quoted cost for 1-2 PFRPG. I then discovered that the price was $57 dollars for all my subscriptions...
Assuming that shipping one RPG plus five other subscription products was somehow exactly equal to shipping two RPGs was just that—an assumption on your part. Figuring out applicable ways to ship stuff is much more complicated than that. We factor in weight, volume, and the type of products (Bound Printed Matter versus not, for example), as well as particular restrictions for each shipping method and destination (we can ship anything we can fit into a flat rate box within the US, but that same exact box has a maximum weight for international destinations. There's a ton of these little rules to consider). We're going to quote you the best price we can get you—and Gary in particular has regularly spent many, many days working to optimize things to that end.
but the invoice was incorrect (total did not equal subtotal plus shipping). I questioned customer service and did not a reponse. Keep questioning got an answer it was getting look into and no response... ask ask again and was told that my account was fixed up and that the shipping and handling was now $59 and it was because my orders were sent in two packages which was ment to lower prices?!?
This was a bug, and once you pointed it out, it took Gary time to find and fix.
As it turns out, the cheapest way to ship your package would have been in a single box, and that's actually what we charged you for. We paid about $25 more than we charged you to ship it to you because of our mistake, but we charged you the best price we can offer.
You can feel free to prove this for yourself: If you drop all of that stuff into your cart right now, and go through checkout, you'll be quoted $58.65 to ship it. We can't do better than that for that particular combination of products to your address, and that's the price you were charged.
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Vic,
Thank you for your patience.
I realise my posting has become more of a rant than a contructive discussion. Alison has also contacted me via email and clarified the situation further.
I do appreciate the time to have things explained to me and I acknowledge the error in the calculations.
I am a big fan of Paizo and the material produced. I also will reinforce my previous statements that the customer service is fantastic, again proven by Vic in the previous posting and by Alison.