I can understand shipping delays due to the Great Golem sale. But I have to ask, if the sale started on October 1st, how is it that there are orders from the 2nd and 3rd of October that have not even shipped yet? I have seen several posts in this forum of people who ordered on those days and their orders still have not shipped. This would make it seem that there is something more going on than just the sale. I cannot see there being this many orders that it is taking over three weeks to even ship the initial orders unless Paizo is catering to the online retailer orders before processing regular customer orders. Or is it that there is just one person in the warehouse that is shipping everything? Or are the delays because Paizo is selling off old stock that has not been received in their warehouse from the distributors that are returning unsellable stock?
I can understand shipping delays due to the Great Golem sale. But I have to ask, if the sale started on October 1st, how is it that there are orders from the 2nd and 3rd of October that have not even shipped yet? I have seen several posts in this forum of people who ordered on those days and their orders still have not shipped. This would make it seem that there is something more going on than just the sale. I cannot see there being this many orders that it is taking over three weeks to even ship the initial orders unless Paizo is catering to the online retailer orders before processing regular customer orders. Or is it that there is just one person in the warehouse that is shipping everything? Or are the delays because Paizo is selling off old stock that has not been received in their warehouse from the distributors that are returning unsellable stock?
Hey Wally West,
Our warehouse is cranking out orders as quickly as we can. We have between 6 and 8 full-time folks down there picking and packing orders all day long but there's just a ton of orders to get through. In addition to the sale, we also had a subscription run right in the middle of things that added loads of more orders into the process.
There are all kinds of reasons why someone's order from the first few days of the sale might not have shipped yet. They may have had their CC declined and we're waiting for them to fix things, they may have ordered something that we don't have in stock (something that wasn't on sale) and we might be waiting for that product to come in, or maybe their order was so huge that it is hung-up in our system (and we've had some with hundreds of items). Honestly there are a variety of reasons why something like this might have happened and we're working as hard as we can to get answers for those folks and get orders shipped.
I can say that everything we put on sale is in house (ie we're not waiting for it to come in from a supplier) so that's not the problem. There's just a ton of orders and that takes time.
We really appreciate that folks are shopping with us and we really appreciate everyone's extended patience with the long pending time. I can guarantee that we will get to everyone's order as quickly as we can and please have faith that if you've ordered from us, we will get your package out to you. We just need everyone to hang tight and trust in us!
Thanks,
--Jeff
I would think that this post copied below shows that the delays are not entirely due just to the Great Golem sale. I do not know what this person ordered, but if they placed an order BEFORE the golem sale and it is just now being charged, then that clearly means these shipping delay issues were around before the golem sale. I mean this order was placed on 9/25/14 and it is just now processing the payment on 10/23/14. I can understand delays, but what I can't understand is a company being untruthful to their customers.
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Sunghwan Kim 4 hours, 29 minutes ago | FLAG | LIST
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Hi, I have received a e-mail from your customer service few days ago.
" Dear Sunghwan,
We are eager to ship your products, but we need your help. When we requested authorization for your order on October 23, 2014, we received an "insufficient funds" message. Please go to your My Payment Methods page to review your billing information.
If we don't hear from you, or are unable to successfully process your card, by Mon, Dec 22, 2014 order # 3300397, placed Thu, Sep 25, 2014, 09:18 PM, may be canceled.
If you have any further questions or concerns, please contact us at customer.service@paizo.com. "
I've made a my card and account right as soon as I received this e-mail.
Please, try to process my order. Thanks.
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Hey Wally West,Our warehouse is cranking out orders as quickly as we can. We have between 6 and 8 full-time folks down there picking and packing orders all day long but there's just a ton of orders to get through. In addition to the sale, we also had a subscription run right in the middle of things that added loads of more orders into the process.
There are all kinds of reasons why someone's order from the first few days of the sale might not have shipped yet. They may have had their CC declined and we're waiting for them to fix things, they may have ordered something that we don't have in stock (something that wasn't on sale) and we might be waiting for that product to come in, or maybe their order was so huge that it is hung-up in our system (and we've had some with hundreds of items). Honestly there are a variety of reasons why something like this might have happened and we're working as hard as we can to get answers for those folks and get orders shipped.
I can say that everything we put on sale is in house (ie we're not waiting for it to come in from a supplier) so that's not the problem. There's just a ton of orders and that takes time.
Jeff,
I understand what you are saying, but if I recall correctly, we had much the same situation with the last Great Golem Sale. Now that we're nearing the end of this sale, and the order I placed at the beginning of the sale still hasn't shipped, I am having serious doubts as to whether I will participate in Paizo.com's next big sale.I am a Paizo fan, and I am sure that "too many orders" is a great problem to have. However, it seems like maybe you folks can't handle this kind of volume in a way that keeps your customers happy. I would hate to see the faith of Paizo's loyal customer base falter when maybe all that is needed is a temporary staffing increase.
All the best,
Bob Hopp
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Last year they had the Great Golem sale in November, when there was a lull in subscription releases, so they wanted to keep the warehouse people occupied as well as bump sales. I'm not quite sure why they switched to an earlier, busier month this year.
However, whenever I've had a shipping problem, the CS staff have been very helpful as soon as they've heard. Paizo is a solid, customer-friendly and -oriented company from all I've seen and experienced, even if I'm playing D&D more often nowadays.
And wally, as you are quoting somebody else's issue, not your own, you don't have the whole story. Having suffered through similar authorization difficulties with my own CC on a few occasions, I've seen that Paizo doesn't offer that notice until they've been trying & re-trying the authorization a couple of times already. IF if was just the first time, they'd be shifting and retrying on the next subscription ship-out. Two months in a row, and they warn you the whole order may be cancelled 60 days later if not resolved. Take a look at the order numbers in the threads, and you may get a sense of just how many orders are being processed, and really how few of them are going awry. If you've a specific order of your own going wrong, offer up the details, and I'm sure CS will sort it out as soon as they can. Until then, give them the benefit of the doubt - they are nice people, trying hard...
I would think that this post copied below shows that the delays are not entirely due just to the Great Golem sale. I do not know what this person ordered, but if they placed an order BEFORE the golem sale and it is just now being charged, then that clearly means these shipping delay issues were around before the golem sale. I mean this order was placed on 9/25/14 and it is just now processing the payment on 10/23/14. I can understand delays, but what I can't understand is a company being untruthful to their customers.
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Search this Thread:Sunghwan Kim 4 hours, 29 minutes ago | FLAG | LIST
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Hi, I have received a e-mail from your customer service few days ago." Dear Sunghwan,
We are eager to ship your products, but we need your help. When we requested authorization for your order on October 23, 2014, we received an "insufficient funds" message. Please go to your My Payment Methods page to review your billing information.
If we don't hear from you, or are unable to successfully process your card, by Mon, Dec 22, 2014 order # 3300397, placed Thu, Sep 25, 2014, 09:18 PM, may be canceled.
If you have any further questions or concerns, please contact us at customer.service@paizo.com. "
I've made a my card and account right as soon as I received this e-mail.
Please, try to process my order. Thanks.
It turns out that the product that Sunghwan ordered on 9/25/14 was a pre-order for a magazine and the first few copies of these didn't even arrive in our warehouse to ship until 10/8/14 and the bulk until 10/16/14 so now with the right info in hand, I think that a 1-week turnaround isn't bad.
I understand that loads of people are frustrated with the situation and we really are working as hard as we can to get orders processed. In most cases, the orders that have been submitted are in the queue and will get picked and shipped so please hang in there and trust in us and thank you to all of you for your continued patience.