I ordered items on 11/22, and they're still pending. I know there is a backlog from the Great Golem sale, but. . .
Can you give any sort of timeframe for when these orders will actually ship out?
Thanks.
I am in a similar boat. My order (#2887103) on 11/17 is still "Pending." Some of the items are Christmas presents so I hoping they break loose soon.
Customer Service Dire Care Bear Manager
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I am in a similar boat. My order (#2887103) on 11/17 is still "Pending." Some of the items are Christmas presents so I hoping they break loose soon.
Your order is ready to go but currently in our order queue waiting to be shipped. We've got quite a backlog of orders and are working through in the most efficient and fastest manner possible.
thanks
sara marie
I've got two orders, both placed November 8th. 2883703 and 2885068. I know there's been a backlog from the sale but these have been pending for over a month now. When do you think they will go out?
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... in the most efficient and fastest manner possible.
I would suggest that this is not the case.
The process is neither efficient nor fast if
1. Orders are still pending 27 days after they where placed.
2. Orders placed on the 22nd are shipping before orders placed on the 8th (as for Keolin above), or for myself, placed on the 13th.
3. An Email requesting an update on the status of an order remains un-answered afte a week.
4. There has need no attempt to contact the customers affected.
5. Paizo appears to be unapologetic about this abysmal state of customer service.
I would ask that Lisa should investigate this disaster and make a public statement about it.
Customer Service Representative
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I've got two orders, both placed November 8th. 2883703 and 2885068. I know there's been a backlog from the sale but these have been pending for over a month now. When do you think they will go out?
Hey there,
For order #2885068, we were having some tech issues with the Adventure Path Bundles that were causing them to move through our system at a slower rate. I have poked this order and everything should be good-to-go.
Both of your orders are in our shipping queue for processing by our warehouse. When they ship you should receive confirmation emails. We apologize for any delay in shipping. We have been experiencing a high volume of orders due to the Great Golem Sale and the approaching holidays and are processing orders as quickly as possible.
In the future, please create a new thread for your issue in the Customer Service forum. We do not want to lose your request in a crowded thread.
~Justin Riddler
Customer Service
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Customer Service Dire Care Bear Manager
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... in the most efficient and fastest manner possible.
I would suggest that this is not the case.
The process is neither efficient nor fast if
1. Orders are still pending 27 days after they where placed.
2. Orders placed on the 22nd are shipping before orders placed on the 8th (as for Keolin above), or for myself, placed on the 13th.
3. An Email requesting an update on the status of an order remains un-answered afte a week.
4. There has need no attempt to contact the customers affected.
5. Paizo appears to be unapologetic about this abysmal state of customer service.I would ask that Lisa should investigate this disaster and make a public statement about it.
The November sale produced far more traffic that we anticipated. Our warehouse and customer service departments are going as efficiently and as quickly as humanly possible. We have extra hands (including Lisa (CEO) and Jeff (COO)) in the warehouse and we are running at max capacity down there. Yes, it is still taking orders much longer than expected or hoped to be shipped.
We've currently got a mass of emails to work through. I'm sorry we haven't been able to address yours yet, but we're working as fast as we can through our backlog.
We've looked into ways to send out emails to customers with pending orders and unfortunately we can't target those orders without new code and priority-wise, its unfortunately not going to happen right now. We're also careful about any sort of mass email/messaging because at the moment, customer service can't handle the additional load of emails and phone calls that would bring in.
I'm sorry you're unhappy with the situation. No one here at Paizo is thrilled about this either. Please rest assured that we are all working to get orders out the door as quickly as we can. Unfortunately, we are really limited from implementing many of the "fixes" without causing more delays.