Order 1422603

[temujin71]

my order was placed Nov 28th and has not yet shipped

could you see if we can get it moving?

[Sara Marie]

temujin71 wrote:

my order was placed Nov 28th and has not yet shipped

could you see if we can get it moving?

It appears we are having difficultly with getting the Bag of Cthulhu from our distributor. If you'd like, I can move it to another order or cancel the item so the rest of the order can ship.

thanks
Sara Marie

[temujin71]

Sara Marie wrote:

temujin71 wrote:

my order was placed Nov 28th and has not yet shipped

could you see if we can get it moving?

It appears we are having difficultly with getting the Bag of Cthulhu from our distributor. If you'd like, I can move it to another order or cancel the item so the rest of the order can ship.

thanks
Sara Marie

splitting the order will be fine

[Sara Marie]

temujin71 wrote:

Sara Marie wrote:

temujin71 wrote:

my order was placed Nov 28th and has not yet shipped

could you see if we can get it moving?

It appears we are having difficultly with getting the Bag of Cthulhu from our distributor. If you'd like, I can move it to another order or cancel the item so the rest of the order can ship.

thanks
Sara Marie

splitting the order will be fine

I've moved the Cthulhu off into order 1582513 and the rest of the order will get shipped as soon as possible.

thanks
sara marie

[temujin71]

so not only did my order not ship in time for christmas, but I get the distinct pleasure of paying an extra $10 for shipping to split an order that I no one contacted me about

Thanks Paizo

probably not ordering again

[Liz Courts]

temujin71 wrote:

so not only did my order not ship in time for christmas, but I get the distinct pleasure of paying an extra $10 for shipping to split an order that I no one contacted me about

Thanks Paizo

probably not ordering again

The reason your shipping charge is higher than normal is because the shape of the product boxes does not allow us to use the cheaper shipping methods we use for our other products. If you would like, I can cancel the split order.

[temujin71]

Liz Courts wrote:

temujin71 wrote:

so not only did my order not ship in time for christmas, but I get the distinct pleasure of paying an extra $10 for shipping to split an order that I no one contacted me about

Thanks Paizo

probably not ordering again

The reason your shipping charge is higher than normal is because the shape of the product boxes does not allow us to use the cheaper shipping methods we use for our other products. If you would like, I can cancel the split order.

I think you're missing the point

We've got an order that took over a month to ship, the reason for this was a backorder on one product

the order was placed during late November, which is a good indicator that some of the products may be Christmas gifts

it would have been good customer service to e-mail the customer in mid-December, and let them know that something was holding up the order and if the order were to be split (incurring additional shipping costs) some items would be there by Christmas. But tis didn't happen.

So instead your customer had to contact you, too late for christmas as the customer didn't have the ability to track this and 20 online orders made at various stores. Your representative mentioned splitting the order. The customer agreed, and now the customer is paying more shipping. Since this was not mentioned before the customer is a bit surprised.

You offer a good explanation as to why the shipping is more, and you offer to cancel the order.

Now, good customer service would be to perhaps comp the shipping, maybe offer some sort of compensation, OR TO AT LEAST FREAKING APOLOGIZE FOR THE PROBLEM...

none of which was done.

keep the order placed, I have a friend that really wants it and I would like to give it to him before the end of January, but now I'm pretty positive that I won't order again.

[Cosmo]

I am very sorry for the mix up with your order. Unfortunately, in the crush of keeping up with the tide of holiday customer service, it is easy to accidentally elide a few important words in our responses. We neglected to mention that the additional shipment would require an additional shipping and handling fee and it should have been plainly stated.

As far as the shipping charge goes, while we will usually charge additional shipping for a split order, since the original order has gone so far beyond it's initial estimate, I have gone ahead and compped the shipping and handling fee for the shipment of the Bags of Cthulhu. We will get it shipped out to you as soon as possible.

Once again, I apologize for the mix-up and I hope that you will give us another chance, in order to show that this is not the standard of service you can expect from Paizo.

Thanks,
Cosmo
Paizo Customer Service Manager