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This time I got to vent a bit, too. My August shipment is also pending since 09. August and I do have selected "never hold anything" as I'd rather pay more shipping instead of waiting for my stuff. I don't understand why the available items aren't being shipped but rather everything is collated in 1 mega package that again, as every month, guarantees another trip to my local customs office.
2 things are making it even worse this month: there are a lot of Cons I will attend for PFS so I'd appreciate having e.g. Bestiary Box 2 available instead of having to carry minis. Second and worst of all my order is over 800$ and won't be billed to my August credit card statement but rather September and was likely to go beyond the scope of the credit line (now cushioned via a gift certificate/store credit).
The only thing worse is having to pay for priority shipment almost every time and getting my stuff only after 3 or more weeks anyway (happend 4 times now).
Again very unhappy customer.
...my order is over 800$ and won't be billed to my August credit card statement but rather September...
I can't help with the other stuff, but you can manage this by buying yourself a gift certificate for the expected charge in August and then having it apply to your September shipment.
order is over 800$
O_o I have it rough when my orders break 150... that's gotta be scary!
I'm hoping for an Achievement badge if the next subscription order gets created before this one ships...
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No shipping confirmation email, but the track this package link in the order shows it was received and processed by Mail Innovations yesterday.
Sara Marie and all the folks who have been working your butts off to get all of these orders out the door, thank you!
To everyone who is still waiting, have patience. You will get your orders.
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No shipping confirmation email, but the track this package link in the order shows it was received and processed by Mail Innovations yesterday.
Sara Marie and all the folks who have been working your butts off to get all of these orders out the door, thank you!
To everyone who is still waiting, have patience. You will get your orders.
We know it will ship eventually it's just patience is wearing thin for some folk :)
Hooray! It's just like Christmas here!
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20 new products this month + GENCON = longer shipping time
I'm a bit frustrated by the abundance of 'Paizo is not taking care of the subscribers' posts. When did compassion and understanding get over-ruled by an entitlement to 'early PDFs' (that aren't even part of the subscription plan)?
Subscribers get FREE PDFs, not EARLY PDFs.
Show me a company that gives you the same benefits as a subscriber and does it better?
When? When the money left out wallets. Compassion and understanding don't exist in business when they have my money and I have squat. Screw the free PDF. I hardly use the damn things. Don't tell me my stuff should ship by one date only to have it ship 3 days later and not expect me to get pissed.
RPG Superstar 2009 Top 32
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Oh hallelujah! It's a Father's Day miracle! My product is shipping...
I look forward to the worst Father's Day ever this Sunday when my kids have nothing to give me for another 2 weeks... :/
Now it's just another 12 hour wait until I can actually read through my .pdfs, since I'm at work for another 8 hours and the kids/dinner/bedtime routine...
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Still no tracking data...either it was given to USPS on the 13th or so like one person said...or it was billed as shipped on the 13th and only actually really really given to USPS only Crom knows when. Sarah said they print rolls of shipping labels and bill at that time BUT really ship when it gets out the door...HMMMMMMM.
Have I been unfairly blaming the USPS for emulating snails?
The actual shipping date on my packages postage stamp is never the date I have been told it shipped, it is the date USPS actually got it.
Please do not keep mentioning GENCON...each and every month lately has had yet another delay pop up as if by magic.
Early this year they said they had hired some person to make them ship better/faster...
I will give UPS a shot at faster delivery...but my patience is running out...
It really sucks to see my subscription get here close to a week after my FLGS gets their shipment...like someone up this thread said...subscribers seem to be last class customers now.
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like someone up this thread said...subscribers seem to be last class customers now.
How can you tell?
You're seeing what is, in perspective, a pretty small number of complainers. But everybody who is a subscriber has access to the Paizo website, so you're probably seeing a very high proportion of the subscribers who do actually have problems. But how many of the non-subscribers are reporting problems here? Very few (I can't recall even one, off-hand). I don't think that means there aren't problems in the regular retail chain; it just means we don't hear about them here.
subscribers seem to be last class customers now.
Not to rub it in, but I got my "will ship by 8/23" notice the first Monday evening (8/12) and my stuff came last Wednesday (8/21) via UPS and I am a Charter Subscriber, so you statement is not true.
-- david
Bestiary II Pawns, Mythic Adventures and the AP #71.
edit: use my primary id so my subscriptions show.
Customer Service Dire Care Bear Manager
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The actual shipping date on my packages postage stamp is never the date I have been told it shipped, it is the date USPS actually got it.
USPS gets it roughly halfway through the transit time.
Mail Innovations picks it up from our warehouse, and sends it to one of a couple sorting facilities across the country. Those facilities send it on to regional distribution centers* which send it onto the USPS postal system. They do the stamp at that point, it then goes onto a smaller regional USPS sorting facility* and/or local post office which then delivers to you with the whole process averaging 4-8 business days from when Mail Innovations picks it up from us to when the mailperson delivers it to your door.
The last of the packages with those pre-printed labels was picked up on Monday, so, if everything in the postal system goes according to how it should, domestic standard shipped packages should be showing up roughly by Sept. 4 or 5th or earlier. If there is a delay, it might be a bit longer, sometimes that 4-8 day estimate gets missed by the shipping system. Usually its only a couple days if it does get missed.
*one or more additional sorting facilities (Mail Innovations or USPS) may handle a particular package based on where it is shipping to.
I understand that Justin Riddler may have been missinformed when he said my order shipped on the 13/14, but how did my FLGS get the same issue I subscribe to on last Friday when the last of the preprinted labels was picked up on Monday?
Kinda sounds like their shipment got out the door much earlier than those with preprinted labels did...this is the second time in a row its happened...
I have been with you since Dungeon magazine got its licensing pulled by those spooky wizards from the coast.
Has there been a decision to ship to gaming stores first?
I am trying to be calm and collected...but I was billed on the 13th, and now I might have to wait til Sept 5/6-maybe longer?
For something you gave to my FLGS on the 23rd of this month.
Game stores get their stock from a distributor (Alliance, iirc?), not from the Paizo warehouse. Paizo doesn't ship to game stores, only to subscribers and customers of their online store.
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But how many of the non-subscribers are reporting problems here? Very few (I can't recall even one, off-hand).
The person five posts above you? :D
(I know, I know, a WIS of 7 gives you a -2 Perception, or at least mine does!)
My order still hasn't shipped; I was indeed tempted to buy the new items when I saw them at my FLGS today. But I shall try to have patience, even as the itch grows! ^_^
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Shipping, shipping, shipping, so many packages.
We know that you're working especially hard, all of y'all, and greatly appreciate it.
Query:
If we haven't received any "Your order is shipping" notices, should we assume y'all haven't gotten to it yet?
Thank you again, and thank you for keeping at it!
OK, I am not a subscriber, but I did place a large order (15 books) on the morning of the 13th, which as of my last check, is still pending. So yeah, some people who are not subscribers are still waiting for theirs stuff to ship.
I wait eagerly, if not so patiently. Having been a shipping thrall myself, I know that things can go pear shaped after a big event, or after a large product release, still the waiting does cause some irrational anxiety.
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Customer Service Dire Care Bear Manager
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There is currently still a very large shipping queue. I've sent Justin back down to assist the afternoon shift with shipping.
If your subscription order or non-subscription order that was placed before August 16th has not not shipped and still says "pending" please send an email directly at sara.marie@paizo.com.
Second note, the CS inbox has roughly 500 emails. I usually try to avoid discussing our workload, but I've been mentioning it in this thread a bit to help communicate that CS is taking much longer to respond to requests than usual. I will update this thread as I get updates from the warehouse on how shipping is looking. Thanks again for your patience and have a wonderful Monday!
How is the customer.service backlog of emails going? I sent in an email on the 15th and haven't heard back, so just checking if I should send again or keep waiting. :)
Whoo! Thanks customer carebears! :)
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*phew*
That's one hell of a thread. Okay, some things I want to comment on.
1. Hands down, Paizo has the best customer service of any company I've ever dealt with. Period. Discover is close; they're pretty damn good, but nobody has ever made me feel like I mattered as much as Paizo has.
I've been a subscriber since day one, though initially *only* of the Adventure Paths, and even then it was outstanding. Now I'm sure the warehouse staff finds my orders staggering ( as does my bank account :O ) and I still feel the same way.
2. Holy crap folks, they're releasing a record-breaking amount of material at the same time as the single largest yearly event they support and *anyone* is surprised that the company is strained?
It's a fact of life that statistics (and its buddy, queueing theory) suck. It causes rush hour traffic, it causes your line to always seem to go slowest at the grocery store, and it means that yeah, once in a while your service will be crappier than every single other persons.
I mean, *someone* is gonna be last ... and sometimes it's you. Hell, feels like it's me a lot of the time too, but I realize that's all the psychology of the situation - if you're not one of the first people who has access, then you feel like you've been slighted.
But put things in perspective, folks. You're dealing with a company that really, truly wants to do the right thing for their customers. Lisa didn't start this company to be a millionaire ... she started it because this is something she loves. And that shows in every aspect of the company. Unfortunately for us sometimes, one part of her view of the company is that it's a small company, and that does have an impact at times like this, meaning that they don't (and won't) have the staff to make deliveries of this magnitude a breeze for them.
There's things you certainly should be concerned about waiting for: an ambulance ... the fire department ... the police to respond to that 911 call you just made. But this? I just can't see this being the world-ending, angst-inducing event people are making it out to be.
Well said Gbonehead! ^^
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they're releasing a record-breaking amount of material at the same time as the single largest yearly event they support and *anyone* is surprised that the company is strained?
It's a fact of life that statistics (and its buddy, queueing theory) suck. It causes rush hour traffic, it causes your line to always seem to go slowest at the grocery store, and it means that yeah, once in a while your service will be crappier than every single other persons
I understand that. But understanding doesn't make it slightly less frustrating that my sidecart order didn't ship with the subscription it was bundled with and has been "pending" for three weeks. Had I known it was going to be this long I would have ordered it separately rather than putting it in my sidecart.
But I like Paizo and have had great customer service before so I'm not really concerned. And had I wanted the product quickly I wouldn't have dumped it in my sidecart.
I'm more concerned about everyone else. The people who didn't know August was the Death Month for shipping, and now might have to wait a week or more for their order to even leave the warehouse. Anyone who just drops by the store.
I'm pitching the idea of a July sale. The "get it now, don't wait" sale with discounted shipping. Empty those sidecarts and hopefully take a little pressure off August.
Add me to the list of AP subscribers who has not received their product. Order 2692321 says it shipped 8/13 but I have not received it nor have I gotten any responses from emails to customer service asking about it. I realize Paizo has a lot going on, but I am losing patience rapidly. I am not asking for special treatment because I have been with Paizo from the beginning, have a low PFS #, am a two star GM, have made over 100 orders, have spent money to attend PaizoCon, and am eager to run the AP for seven players; I just want basic customer service which in the past Paizo has been able to provide.
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Customer Service Dire Care Bear Manager
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The August subscriptions should be out the warehouse door at this point. If you had out-of-the ordinary things going on with your order, (payment issues, adding items that take longer to ship, suspending orders or subscriptions, etc) your order may still be pending. If you have specific concerns regarding an order, please let us know by emailing or creating a thread for your order/issue. Please be aware that customer service response time is limited at the moment as we are still digging out from a rather massive inbox (currently 449 emails).
thanks
sara marie
My package arrived yesterday in Germany, everything fine, including the promised ACG promo cards. Thanks!
I gotta say, this is my first pathfinder subscription, and it may be my last. I'm VERY unimpressed. My FLGS has had the first part of Wrath of the Righteous in their store for a week, and I haven't even received a shipping notification, which means its still probably ANOTHER week away. [...]
If I had a nearby FLGS, I'd strongly consider supporting it, despite liking Pazio subscription service a lot.