Pretty much what it says on the tin.
UPS tried delivering my book during the day, while I was at work, so left it at a UPS pick-up point over an hour away which closes before I get home from work.
I requested redelivery to my office via their online tracking portal.
10 days later, still no book, and I was due to be away for the next week, so I phoned them to request that they actually, you know, deliver my book, as crazy a suggestion as that is, and that I'd need it delivered to my address the next day because I'm going to be away for a couple of weeks as of the following monday (and don't forget, by this point they've left it sitting for over a week anyway, so I don't think I'm being unreasonable).
They refuse. Apparently it's too late in the day for them to be able to leave a message with someone to sort out their screw-up. Because I've had to go around in circles for over half an hour through their automated phone system which is intentionally designed to drive people off the call before they get to speak to someone. And since I tell them that if they can't deliver it the next day, they won't be able to deliver it, they tell me they're just going to return it to sender then.
So yeah, after that pretty poor experience, I'm done with it. I'd like my money back since you can't seem to actually get a preordered book to me until at least a couple of weeks after the release date.
Cheers.
No they won't.
The refund will do fine.
Order 4387031
Your courier is returning it to sender after one attempt at delivery then sitting on it for 10 days and refusing to attempt to redeliver.
When can I expect my money back?
Hello Thrune,
Thank you for letting us know. It looks like the package is already on its way back to us. There are a couple of things we can do. I can issue a refund right now for store credit, or I can issue a refund to your original payment method when the package gets back to us. Let me know which you prefer and I will get it taken care of.
How about the refund right now to my original payment method?
I could understand having to wait until you've got the package back if I'd received it and then returned it, but it's unreasonable to hold on to my money until it's returned when the book never made it to me. You've basically handed it off to your courier, they've taken it for a walk around the world, and now I have to wait until they get home?
That's not on, especially given that the refund is needed in the first place because your courier has problems getting things where they need to go in a timely fashion.
No.
You've got confirmation it was never delivered. You've got confirmation it's on its way back. Everything from here on out is between you and your courier, I'm out of this equation.
You can refund my money now.
So is the plan now just to fail to deliver yet cling on to my money for an arbitrary amount of time and ignore me 'til I go away?
Absolutely disgusting 'customer service'.
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Throne,
We empathize with the experience you've described, and are sorry to hear that this has been so difficult. We've noted your feedback here to pass along. Once we put a package into the care of UPS (or any delivery service for that matter), however, we have little to no control over how the package is handled.
As for your refund, we will be happy to provide you with a full refund to the original payment method upon the books arrival here, or in store credit right away. These are the options we have available, so please let us know which of these you would like and we will take care of it as soon as possible.
If you have further feedback, you may forward it to our Customer Service Manager by emailing customer.service@paizo.com.
As I said, I'll have the refund to my original payment method as soon as you people deign to return my money for the goods you and your agents failed to provide. Why would I want store credit when you treat your customers this poorly?
But don't try and weasel around the issue.
These aren't the only options you 'have available', they're the only options you're willing to offer.
You refuse to return my money for an arbitrary time period - not can't, won't -, waiting on someone who is nothing to do with me to deliver something to you which has never passed through my hands. Unreasonable, and unacceptable.
What would you do if UPS fail to return the book to you entirely? If it gets lost in the post? Refuse to ever refund the money? Or wait for them to compensate you?
Neither would be acceptable, as well you know, so why do you think this treatment is?
I know you can't control what they do, but they are your employees in this, not mine. The status of the book is now solely between you and them, my refund should not be dependent on that in any way, shape, or form.
If I'd received the book and chosen to return it, I could accept that. But I didn't, and I don't.
But I'm aware you're just going to keep trying to talk around in circles and string me along until you get the book back anyway, outright refusing to do the right thing every step of the way.
So I expect we'll be having further disagreements when you guys try and squirm your way out of refunding the delivery charge?
Customer Service Manager
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Throne,
When this kind of situation happens with packages, we usually wait until the item(s) are returned to us until we issue a refund (unless it is in store credit). When a package is returned to us because it was not collected by the recipient, we do not usually refund shipping costs. However, we do recognize there were extenuating circumstances that made collecting this package problematic.
I spoke to UPS International and despite having been issued a directive to return the package 10 days ago, it is still sitting with their UK shipping affiliate. I've gone ahead and issued a refund for the order as this is well outside the timeframe we usually anticipate for this situation and UPS is not able to provide additional information on when to expect it.
Thank you for your continued patience in this matter. If you have further questions or concerns, please direct them via email to customer.service@paizo.com.
Sincerely,
Sara Marie