Please immediately suspend all my subscriptions, and do not ship or charge me for the pending order #1478822.
I've just received the previous order #1462625, and again the products arrived damaged: all 4 books in it were heavily damaged with broken spines, creases and bumps. Please let me know how I can get a refund for the order and the associated shipping fees.
I have tried in the last months several times to set my subscriptions to different addresses so they will ship separately (at an increased cost to me), thus reducing the risk of damage, but your system automatically set back all the subscriptions to just one address.
As I've already mentioned in the past the carton boxes you ship the books in to me in Europe are too small and so do not provide ample protection to the books inside: when the package gets hit on the way (and it always does during international transit) the books inside, which are adjacent to the edge, gets damaged immediately. You really do need to ship your products in bigger boxes and with protections around the edges of the books.
I'd like to continue being your customer, but I believe I deserve better than constantly receiving damaged merchandise. I'm sure there are things to be done. If Amazon manages to deliver all the books to me intact (affixing them to a hard cardboard backing), so you can too.
I wonder if I can have a chat with Lisa regarding this, as this really reflects bad on your company.
Kind regards,
Oren
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Isn't it a responsibility of your country's postal service to deliver goods intact ? The one time I ever had a damaged Paizo shipment (a tear in the box, contents were left intact) I was kindly asked if I want to fill a damage protocol and seek any compensation, and I happen to live in a rather underdeveloped country.
Gorbacz, it's the sender's responsibility to pack the items properly to assure that they arrive intact. At all times when Paizo packed the books properly then they arrived in perfect condition. For example, both the Core Rulebook and the Bestiary were packed in big boxes padded with Styrofoam.
Also, the damage is not very visible from the condition of the box; it's when I open it and take out the books that I notice it.
Out of curiosity, how many books are delivered to you usually in one package, Gorbacz, and are they packed in boxes or in the sturdy envelopes?
We're not far away from each other, by the way, I'm from Hungary.
Mine so far arrived all in good condition, although I'll have to wait and see for the APG... it's my first "big" book I get over suscription.
Director of Sales
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Please immediately suspend all my subscriptions, and do not ship or charge me for the pending order #1478822.
Your subscription have been canceled effective immediately, and the current pending order will not be shipped.
I'm sorry to hear that your orders have arrived damaged. Sara Marie and I have gone to great lengths to try to get your orders to you, but it would appear that we are not able to get your orders to you in a condition you deem satisfactory. I would suggest, in the future, that you restrict your purchases to PDFs, or choose a higher shipping rate than the standard postal rate, like First class or Priority mail. The higher shipping rate will not make a big difference in how the packages are packed (as we always pack orders as well as possible), but the shorter delivery time may lower the opportunity for damage to occur in transit.
For a refund of the damaged order, please ship it back to us for a credit.
Thanks,
cos
Please immediately suspend all my subscriptions, and do not ship or charge me for the pending order #1478822.
Your subscription have been canceled effective immediately, and the current pending order will not be shipped.
I'm sorry to hear that your orders have arrived damaged. Sara Marie and I have gone to great lengths to try to get your orders to you, but it would appear that we are not able to get your orders to you in a condition you deem satisfactory. I would suggest, in the future, that you restrict your purchases to PDFs, or choose a higher shipping rate than the standard postal rate, like First class or Priority mail. The higher shipping rate will not make a big difference in how the packages are packed (as we always pack orders as well as possible), but the shorter delivery time may lower the opportunity for damage to occur in transit.
For a refund of the damaged order, please ship it back to us for a credit.
Thanks,
cos
Thanks, Cosmo. I know that you and Sara Marie have tried your best, and I really appreciate it. Also, thanks for the suggestion regarding the faster delivery method; this is indeed something I haven't considered yet. I will check it out.
OOC, Where are you in Europe, Oren ?
I'm from Budapest, Hungary, Stereofm, though not originally. I work here as a manager at the Crytek video game studio, makers of Far Cry and Crysis.
Asked a few days by email but no reply so far. Please let me know
what is the procedure for returning the defective products to you. I tried to do that online but it defaults to returning the "Campaign Workbook" product instead of the items from my last order. Also, am I expected to be reimbursed for the shipping fees, including those of sending the items back to you, as they are quite high.
Thank you.
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Asked a few days by email but no reply so far. Please let me know
what is the procedure for returning the defective products to you. I tried to do that online but it defaults to returning the "Campaign Workbook" product instead of the items from my last order. Also, am I expected to be reimbursed for the shipping fees, including those of sending the items back to you, as they are quite high.Thank you.
They might be at Gencon right now since it's going on this weekend. Perhaps why they are not responding. I know I have been here since Tuesday they probably have as well.
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Asked a few days by email but no reply so far. Please let me know
what is the procedure for returning the defective products to you. I tried to do that online but it defaults to returning the "Campaign Workbook" product instead of the items from my last order. Also, am I expected to be reimbursed for the shipping fees, including those of sending the items back to you, as they are quite high.Thank you.
I apologize for the delay in response time. Due to the recent subscription shipments which included a huge release (APG!) there has been a large influx in customer service requests. I am working my way as quickly as possible through the requests. Your email is near the top of the queue and I should be able to respond to it within the next hour or so.
thanks
sara marie