Order 928621 and some overcharges / credit

[Matthew Van Opens]

Hi,

I was looking over some monthly expenses and saw that Paizo charged me a bunch of time on the 6th and dropped two of the ordered books (extra PHBs) and then gave me a store credit instead of just refunding me CC.

And all of this without ever emailing me to tell me what's up. So my question now is "What happened?"

Not to sound too confrontational (and coincidentally like an A-hole) but this is one of the customer experiences that could (depending on how it gets resolved) turns me away from a company completely, as my trust/faith in said company would be broken. I'd prefer to not have that happen.

Thank you for your help.
Matt Van Opens

[Cosmo]

Matthew Van Opens wrote:

Hi,

I was looking over some monthly expenses and saw that Paizo charged me a bunch of time on the 6th and dropped two of the ordered books (extra PHBs) and then gave me a store credit instead of just refunding me CC.

And all of this without ever emailing me to tell me what's up. So my question now is "What happened?"

Not to sound too confrontational (and coincidentally like an A-hole) but this is one of the customer experiences that could (depending on how it gets resolved) turns me away from a company completely, as my trust/faith in said company would be broken. I'd prefer to not have that happen.

Thank you for your help.
Matt Van Opens

Matt,

I'm looking into your order right now, and it's (to use an old expression).... It's a doozy. I'm not really sure WHAT is going on with your order, but I'm pretty sure that we've overcharged you.

First off, I want to let you know that this is definitely NOT the standard you can expect from ordering with Paizo. I want to apologize right now for the mix up, and assure that I am getting to the bottom of it as soon as possible.

I'm currently going through our credit card processor and figuring out what charges went through and how much we've charged on this order altogether. Something went very wrong with your order and, unfortunately, it's complicated enough that I'm having difficulty separating out which charges went through to your card and which charges stayed locally within our system.

I will have your order straightened out and the overcharge credited back to your card by the end of day today. I will also send you an email once I have it figured out to let you know what I have done.

I have a couple of questions for you, however... Did you receive the books? In your message above, you mention that we "dropped" a couple of books. I only see one PHB your order, did you intend to order three? Also, do you have the original confirmation email for this order? If you do, could you email it to my personal email: [e-mail]? This will help me immensely in sorting out your order.

Thanks,
cos

[Cosmo]

I have credited the overcharge back to your card. The details are in the email I have just sent you.

When I showed your order to Gary, his reaction taught me a new definition of the word apoplexy. After he sufficiently recovered, we thoroughly examined your order and uncovered many things which need improvement in our order processing systems, as well as in Customer Service procedure.

Once again, I apologize for the severe mix-up with your order. However, I thank you for bringing this to attention.

Thanks,
cos

[Gary Teter]

Cosmo is right. I spent hours today looking into this, and fixing it is my top priority. I've identified the problem and should have a fix soon.

[Vic Wertz]

Gary Teter wrote:

Cosmo is right. I spent hours today looking into this, and fixing it is my top priority. I've identified the problem and should have a fix soon.

(Thankfully, it's a rare set of circumstances...)