Director of Sales
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Due to the inclement weather in the Seattle area earlier this month, our warehouse was closed for a week resulting in a large backlog of orders to go out. Therefore the shipment of your order was delayed. We are currently working through the backlog and are getting back on schedule as quickly as possible.
I apologize for the delay, but please give your package an extra week or two to arrive.
Thanks,
cos
Cosmo (and the Customer Service team),
I'd like to echo a similar statement/concern. It says my latest subscription order shipped on the 20th of January, and like Jon/Deanoth I haven't received mine either.
(Now, I do see that you guys have had inclement weather, and as you point out that has delayed many orders).
But, seeing Deanoth's query, I thought I'd toss in mine as well.
I will also give some additional time for my package to arrive.
Thank you.
~Dean
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I have not gotten the latest AP as well. Jade Regent part 5. According to my subscription page, it shipped January 20. It is now Febuary 2nd.
I understand you had bad weather and were shut down, but to tell a customer that has already paid for a product that it shipped on a date when it has in fact did not ship is delibertaty misleading to the customer. You have records on when things arrive and go out, not to hard to check them.
The order number is 1895520. I would like an update on when it really did ship. But how do I know Paizo is telling the truth with that date, too?
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I have not gotten the latest AP as well. Jade Regent part 5. According to my subscription page, it shipped January 20. It is now Febuary 2nd.
I understand you had bad weather and were shut down, but to tell a customer that has already paid for a product that it shipped on a date when it has in fact did not ship is delibertaty misleading to the customer. You have records on when things arrive and go out, not to hard to check them.
The order number is 1895520. I would like an update on when it really did ship. But how do I know Paizo is telling the truth with that date, too?
First off, please do not come in to my thread and make accusations like this!
They did not say that my product was not on it's way but gave me an explanation. Seattle was not nearly prepared as they could have been for the snow they have. I am not one for complaining about a shipment being late.I trust that they are telling me the truth and if you do not please take it up in your own thread the next time.. not mine please!!
By the way, Paizo has some of the best customer service that I have ever encountered and have no reason to believe that it will not keep up to be the same in this instance.
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Apologies. I did not mean to say it was your order. it was mine. I am not upset about the delay. I understand things happen.
What I am upset about is they informed me that my product did ship when it in fact had not. I have worked in warehousing, its easy to see what orders went out, what orders did not go out. Not to hard for them to send an email out on what orders were delayed and change the ship date on my subscription page.
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Director of Sales
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The best way to explain this is to explain the whole process.
Whenever we run a subscription shipment, we process as many orders as we can in large batches. This charges the credit card, prints out the mailing label, and grants access to the free PDF. This is when you get your email. We then take the printed out labels, and slap them onto (usually) pre-stuffed envelopes/boxes containing the right items. We then put the package into the mail. The processing and printing part takes a day or so, while the packing and mailing part takes several.
This way, subscribers whose packages are a the end of the line are not stuck waiting for their PDFs for the packages at the beginning of the line. The email is usually sent out on a Monday or a Tuesday, and then we usually have all the sub shipments mailed out by that Thursday or Friday. In fact, we use very specific wording on the shipping email that says:
"A package containing X items from Paizo Order #XXXXXXX is expected to ship from the Paizo warehouse by Friday, XXX..."
What happened in this case is that, in the week we were set to ship stuff out, we were faced with warehouse people not able to get to work and delivery services that may or may not be picking up. So we decided to process as many orders as we could with the warehouse closed, so that people could at least get their PDFs. Then we immediately started getting what orders packed up and shipped out that we could, given that we had no warehouse workers and delivery services could not necessarily pick the packages up. We continued in this manner throughout the week, hoping that we'd get back on track without a serious delay. Unfortunately the backlog created by this was very large and we only managed to get fully through it this week.
Please note that, once an order has been processed (i.e. once you've received the shipping confirmation email), it is considered "shipped" in our system. At that point any particular order is one of a large group of outgoing orders and we no longer have a means of tracking individual packages. It, therefore, is actually not easy to know which particular orders went out and which have not. This system works this way for many reasons I have not covered here, but suffice it to say that this is the best system we have derived after doing this for going-on four years now.
As it stands, items in this subscription shipment (as well as contemporaneous regular store shipments) are delayed for most people by a week or two.
I thank you for your patience and if you have any further questions or concerns, please let me know.
Thanks,
cos