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I put in this order on August 14, and must have mis-clicked something, I didn't intend for it to be side-carted. However, I noticed that day that my subscription order had also been sent to processing, so I emailed customer service that day to confirm that they would ship together.
I have not received a response to my email, and the subscription was mailed out while my CRB remained in the side cart. Can you please ship out this order immediately?
Thanks in advance!
Hello evilvolus,
I'm sorry we haven't reached your email. We are currently working through an extensive backlog. I have moved the Core Rulebook into its own order so that it may ship right away and waived the shipping on this book. If you have any questions or concerns, please let us know. Thank you!
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Thank you for that. I eventually found the button to un-sidecart the order, and a day later my subscription for the month went to pending and somebody helpfully folded the CRB right back into that order that will go out next week. /sigh.
I appreciate the shipping waiver, and I look forward to the physical tome. *curls up with PDF*
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There's not really much that can be done at this point, but I want this terrible customer service experience on the record somewhere. 33 days after ordering, I not only don't have the book, but it never even shipped from Paizo.
I placed the order on August 14. I'm not sure how it ended up side-carted, I certainly didn't intend to. I'll grant it's my error, but there's clearly something that confused me on the ordering screen. That same day, my August subscription went to Pending, and I emailed customer service to ensure the two shipped together. As of September 16, I have still never received acknowledgement of that email.
I received that subscription on August 26th or 27th and discovered it did not contain the CRB, which I then noticed was still side-carted. I don't have a lot of ability to make outgoing calls during the work day, so I waited for a reply to the email. The next week, I read on the forums that the CSR forum was more responsive, so I posted the above on September 3.
On September 4, I discovered the un-sidecart feature did not require customer service intervention, but is hiding on the Account Settings page, rather than in order history. I removed it from the side cart on that date.
On September 5, I received notice that my September order had been created and set pending, and the CRB order which I had removed from the side-cart was added into my subscription order which was expected to ship in 8-12 days.
September 9, I finally receive the above reply to my forum post, removing the CRB from the subscription order and set to ship immediately.
September 16, I receive an email that my September subscription is now packaged to send and will go out. The CRB order remained Pending, a week after being assured it was set to go out on its own immediately.
At that point, I made arrangements to call during the day, I got a CSR immediately who was able to cancel the order, and I've ordered on Amazon. It will be at my home today before 9pm.
I love Paizo for the content you produce, but this is the first time I've needed assistance from Customer Service, and it's a straight-up unacceptable situation. Even if we assume that my email was removed from the queue after Mr. Phelan's post above, that means it took 24 days without being addressed directly. The Customer Service forum appears to get 4-5 posts per day, and it took 6 days to get a response to a post. Considering your telephone customer service was able to answer me immediately and cancel the order in under a minute this morning, the lack of response to email and forum is simply baffling. If these avenues of communication are not being addressed in a timely manner, they should be discontinued so as not to give your customers the impression they are viable channels.
Hello evilvolus,
I'm terribly sorry about the experience you had. This is certainly not what I intended, and I agree that at this time we cannot provide the experience we think would be ideal. The sheer volume of inquiries has made our preferred response times impossible to meet. Due to our team being small and our recent releases creating a high influx of inquiries, we are experiencing a backlog of requests that is several weeks long - which I agree amplifies any other issues that come up. Closing these methods of contact is not a viable option, as it would merely create a backlog somewhere else. Our warehouse is also catching up on their responsibilities, and our lack of communication came at the detriment to your order. For this I apologize. I'm glad that you were able to get the book from another channel when we couldn't provide the support your order needed.
There is a lot I'd like to see improved to avoid this kind of experience in the future, including tech fixes and improvements to help give you more control over your orders, and prevent the issues that originally resulted in your order being stuck at all. I would also agree that the CS processes we have in place now do not fill the needs of customers during these times when our workload exceeds our manpower and my thoroughness was lacking to overcome this. While we try to put forth extra effort and help out as best we can despite these odds being stacked against us, I am disappointed that we couldn't provide a better experience this time. Your feedback and grievances are understandable, legitimate, and well noted and I appreciate the constructive way you laid out precisely where we were lacking in our support.
I hope that if you are ever in need of our assistance again, you will give us another chance to provide a more amicable and reliable experience. Even if you decide to shop elsewhere, most of all, I hope you enjoy playing!