Hello, my partner and I have been waiting 6 months for product from Paizo.
My partner bought the items June last year, and we have sent several emails back and forth but nothing has happened. Her email is [blanked], and it was for a flip play mat and Starfinder condition cards. What gives? We paid you six months ago, and have had NOTHING for our money in this entire time. Our friends suggested that the play mats you were being supplied with are no longer made by the same manufacturer, but if that is the case then why weren't we alerted to the fact, and given options to cancel and get a refund, or otherwise?
Paizo handled the replacement Starfinder Core Rulebooks very well (we got our replacement copy, for the faulting binding, it's why we still love you) but this current situation is utter ****. 6 months and we've had a few useless emails, and whoever responded to them has made NO EFFORT TO FOLLOW UP. I'm posting this email in the forums section as well, seeing that tends to get more attention. I'm upset with this slow speed of response, OR lack of communication thereafter.
Charlatan Fox.
Hello, my partner and I have been waiting 6 months for product from Paizo.
My partner bought the items June last year, and we have sent several emails back and forth but nothing has happened. Her email is [blanked], and it was for a flip play mat and Starfinder condition cards. What gives? We paid you six months ago, and have had NOTHING for our money in this entire time. Our friends suggested that the play mats you were being supplied with are no longer made by the same manufacturer, but if that is the case then why weren't we alerted to the fact, and given options to cancel and get a refund, or otherwise?
Paizo handled the replacement Starfinder Core Rulebooks very well (we got our replacement copy, for the faulting binding, it's why we still love you) but this current situation is utter ****. 6 months and we've had a few useless emails, and whoever responded to them has made NO EFFORT TO FOLLOW UP. I'm posting this email in the forums section as well, seeing that tends to get more attention. I'm upset with this slow speed of response, OR lack of communication thereafter.
Charlatan Fox.
I'm not defending anyone, but Paizo doesn't normally take any money* until they actually ship product to you. The odds of you having paid are not high.
That doesn't excuse communications breakdown, but adopting the position of not having product you've paid for should be false.
*There will be a credit-card pre-authorization, where they simply confirm funds are available, and that sometimes looks like a transaction, but the pre-authorization "hold" is released by your bank within a day or two. Think of this like paying at the pump at a gas station; you pre-authorize for "up to $x", then you pump $y, and are charged for $y. The pre-authorization for $x drops shortly thereafter.
Customer Service & Community Manager
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Charlatan,
It looks like we've already responded to your email from this morning, though in case its needed I'm going to add some clarifying information.
For future reference, when following up on customer service requests, we need the account holder to contact us regarding the issue. For privacy reasons, we cannot divulge account information to persons that are not the account holder. Additionally, we cannot submit orders from a shopping cart unless the account holder themselves instructs us to.
It appears which this issue that there may have been some miscommunication between us and the account holder. Additionally, I have reviewed and clarified a misunderstanding on how our ordering system works with the customer service person who was assisting the issue.
I will be following up with the account holder today.
Thanks,
Sara Marie
Thanks, I appreciate the responses, and admit I didn't know the situation completely, but I've been hearing about this for 3 months now and got fed up waiting for either side to act, so I did and we have some more clarity.
Also thanks Anguish on the information re payment and how it works, that may be where my partner got confused.
I'll delete this thread after a day, so you can read this response.
CF.
All of our items have arrived, thank you so much =).
Hello Charlatan,
We are happy to hear that! I hope you guys enjoy the products and have fun playing.