I don't know what happened, but I'm sure not okay with my shipping confirmed at checkout going from $23.02 in my checkout and in my order history to $98.68 at the warehouse.
I did not choose those shipping methods for the posters. They make no sense. From a confirmed $4.62 per package to $24.13 on some and $11.47 on others (2 different methods - not the paid for one - for the same packages). I've had 2 shipped per tube at $4.62 before, so maybe the 3 per tube your system created is throwing the system off, however, the 2 per tube should still work for the $4.62. There are certainly other better and much cheaper methods also.
In another scenario for Order 7942077 one was oddly shipped in its tube in a bigger tall box with 5 books in it for $9.12. It seems to me that size box (6x6x36 Uline) should be able to fit 7 tubes and weigh less, so all 12 posters (2 per tube) should be able to be sent for $9.12 or at the worst if you send all 1 per tube it should be $9.12 x2. That would be around the same price as the 3 per tube $4.62 that came up before I submitted my order.
Hello Fran Crowe,
I see that a coworker of ours, Erik, was able to solve the issue with the increased shipping price on order 7976208 and refund the overcharge. This appears to be resolved. Please let us know if there's anything about the order that still needs resolved. It seems like quite a complicated problem, so please let me know if there's anything still incorrect after Erik's fixes. Thank you!
Sam Phelan wrote: Hello Fran Crowe,
I see that a coworker of ours, Erik, was able to solve the issue with the increased shipping price on order 7976208 and refund the overcharge. This appears to be resolved. Please let us know if there's anything about the order that still needs resolved. It seems like quite a complicated problem, so please let me know if there's anything still incorrect after Erik's fixes. Thank you!
Yes, Erik took care of this. Thanks. I sent him a detailed email of the additional issues.
The outstanding current issues are the shipping glitch overcharge issues with a few orders. Order 7971935 ($8.33 over my checkout total), Order 8002441 (roughly $7 over checkout total), and Order 7545866 (roughly $12 over checkout total).
Each of those orders experienced the same glitch that tends to happen when the system switches excess over 15 lbs to the next package in the order (possibly involving larger quantities also). Usually it can be taken care of before I am charged and the package is sent out. All of those have gone through though.
I am happy to say the orders I placed this week were processed very quickly. Thank you!
Have a great weekend!
-Fran
Sam Phelan wrote: Hello Fran Crowe,
I see that a coworker of ours, Erik, was able to solve the issue with the increased shipping price on order 7976208 and refund the overcharge. This appears to be resolved. Please let us know if there's anything about the order that still needs resolved. It seems like quite a complicated problem, so please let me know if there's anything still incorrect after Erik's fixes. Thank you!
A long time ago in a galaxy far far away:
Starting sometime in early June I attempted to get replacement items (damaged and missing) and that is where my journey began...
That is another story interwoven in this one, as documented in another thread on the forums (with no response) and a long email thread from June 10th to July 29th.
Ultimately I did get all my product, including my replacements, yet I still have outstanding issues from many of those orders.
7/23: Posted in forums about issues using the account of my wife on an existing thread of mine. No response.
7/24: Erik resolved the more egregious overpay issue.
7/25: I sent a response with thoughts on the shipping errors and the exorbitant new cost of poster shipping. (no response - not a big deal, just feedback mainly).
7/25: Detailed email sent to Erik on the remaining errors of overcharged shipping, since it was his direct email and he seemed to know the shipping system. No response. Unsure if he forwarded.
7/25: Virginia lets me know my replacement order has been sent.
7/26: Sam responds to this thread acknowledging that Erik fixed the indicated error.
7/26: I respond to Sam letting him know there are outstanding errors. Ones we have dealt with many times.
7/29: After no response from Sam or Erik on the outstanding issues, I respond to the chain with Virginia, giving a summary.
8/2: Still no response, but I have since received all 15+ packages from the orders with outstanding issues.
8/2: I send pictures of all damaged product with another summary of unresolved issues.
8/2: I send an addendum email with 2 items that were missing.
With Gen Con and short staffing, I wait.
8/15 (Today): I respond to Sam in this thread with the hopes that he receives a notification and SOMEONE takes charge of these issues so I can consider placing another order.
The outstanding current issues are the shipping glitch overcharge issues with a few orders.
Order 7971935 ($8.33 over my checkout total),
Order 8002441 (roughly $7 over checkout total),
and Order 7545866 (roughly $12 over checkout total).
Order #7976208 had 2 dented tubes (see pics in email)
Order #8002441 (package 3213585) was substantially damaged in transport (see pics/list in email).
Order #8002441 (package 3213584) was missing 2 items (see email)
If you could fix the errors and send out a replacement order it would be greatly appreciated. If you have any questions, please send an email along with the forum response. I'm honestly not sure where to respond, as the customer service communication times are like a scifi movie where you communicate with the Mars outpost and it takes days to travel there. Each response has to be carefully chosen because it will take days to get the next answer.
Fran Crowe wrote: Sam Phelan wrote: Hello Fran Crowe,
I see that a coworker of ours, Erik, was able to solve the issue with the increased shipping price on order 7976208 and refund the overcharge. This appears to be resolved. Please let us know if there's anything about the order that still needs resolved. It seems like quite a complicated problem, so please let me know if there's anything still incorrect after Erik's fixes. Thank you!
A long time ago in a galaxy far far away:
Starting sometime in early June I attempted to get replacement items (damaged and missing) and that is where my journey began...
That is another story interwoven in this one, as documented in another thread on the forums (with no response) and a long email thread from June 10th to July 29th.
Ultimately I did get all my product, including my replacements, yet I still have outstanding issues from many of those orders.
7/23: Posted in forums about issues using the account of my wife on an existing thread of mine. No response.
7/24: Erik resolved the more egregious overpay issue.
7/25: I sent a response with thoughts on the shipping errors and the exorbitant new cost of poster shipping. (no response - not a big deal, just feedback mainly).
7/25: Detailed email sent to Erik on the remaining errors of overcharged shipping, since it was his direct email and he seemed to know the shipping system. No response. Unsure if he forwarded.
7/25: Virginia lets me know my replacement order has been sent.
7/26: Sam responds to this thread acknowledging that Erik fixed the indicated error.
7/26: I respond to Sam letting him know there are outstanding errors. Ones we have dealt with many times.
7/29: After no response from Sam or Erik on the outstanding issues, I respond to the chain with Virginia, giving a summary.
8/2: Still no response, but I have since received all 15+ packages from the orders with outstanding issues.
8/2: I send pictures of all damaged product with another summary of unresolved issues.
8/2: I send an... 8/22: Another week and still no acknowledgement of my issues, not to mention correction of them. Even a canned response saying you are looking into my issues and will have them taken care of in xx amount of time would go a long way.
When someone checks out, they agree to the total indicated. To be charged more repeatedly because of a flaw in the system is a serious issue. You've taken money out of my account that I did not agree to. It's not for large amounts, but this type of error should be addressed IMMEDIATELY, not shuffled by to deal with later.
Again, please resolve my issues.
Hi Fran, I'm going to be working on addressing the outstanding issues in an email. Our CS team is working with a significant backlog from the launch of second edition, which makes handling some of the more complicated requests particularly difficult.
I'm seeing that for many of the issues that seem to come up with orders you are placing, its due to our site not being able to handle the larger orders you're intending for reselling. Our site and tools are built for end-user retail, and as much as we would love for all of the shopping cart issues to be resolved and our checkout to run smoother for much larger orders, we are just not set up for successfully handling the size, and quantity of your store orders. In an ideal world, our shopping cart could handle them without issues, but we clearly are not there yet. We do not want our customers to be unhappy with the process of ordering from us, and at this point, while we appreciate your patronage, I do not feel we can provide the level of service you are looking for.
Sincerely,
Sara Marie
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