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Just wanted to share my experience, and yet another problem that needs to be resolved.
We're in the process of switching from 5e to Pathfinder 2e, and all I can say is that my experience with the website/ordering process is abysmal. I've had to call Customer Service 3 times already, and about to be 4 when I call this morning to fix yet another issue with the same order.
In 2018 I subscribed for a bit, so some of my old information and account was pre-existing. While ordering my "re-subscriptions", I input all my new credit card info and address, during the ordering process. The information I put into the order appears correct on all of my confirmation emails, but the Paizo system failed terribly and used all of my old info. See below.
Issue 1: Subscribed to 4 subscriptions (WOO!). Order glitched in the system, nothing showed up in sidecart, the order showed $0.00 for the upcoming Gamemastery Guide shipment. I call Paizo for the first time and Paizo moves the glitched order to a new order and everything shows up great on My Account
Issue 2 (Same order): I get the confirmation of order email of the fixed order form above, but with over 20% tax applied. Nowhere in the United States has that high of sales tax. I call a second time, it gets fixed. Shipping goes up from $3.xx to $6.xx but now at this point I'm so tired of dealing with this that I don't care and I leave it at that.
Issue 3 (Same order): At the time I ordered the 4 subscriptions, I input my new address and credit card info. I double check the order in My Account to make sure it matches the confirmation email, and I realize that the order is now being sent to my outdated address (even though confirmation email clearly shows my most current address, as does the setting for subscriptions in My Account). So I call a third time and it gets fixed.
Issue 4 (Same order): Well folks, I know it seems like I'm just going down the list here but yes, it's really this bad. The order just processed....and it charged the wrong credit card. Yes, it did not follow the credit card that was used when the subscriptions were made. I double checked all my confirmation emails, and every one of them confirmed that it would be using the new card that I specified when originally making the order. But lo and behold, the actual order that goes through on the website charges the old one. So now I have a hold on a different credit card and I have to call for a 4th time, for the same order.
All I have to say is....holy bologna. Ordering materials from the official website should not cost me hours of my time. I want to support Paizo directly, but this makes it incredibly difficult.
Just wanted to let Customer Service know how janky/messed up things are right now. If this continues, I'll have no choice but to just cancel everything. When orders are set to automatic (subscriptions), we put our faith and trust that it will be dutifully processed. That's the whole point of automation; To remove the worry of having to personally keep up with releases and making new orders every month. If I can't be confident that I won't be overcharged, charged incorrectly, or a person living somewhere else is going to receive my order instead of me, how can I be expected to continue subscribing?
EDIT: spelling and re-organizing a few paragraphs
While I've never experienced any issues like this, I have always felt like their ordering system is outdated and could use some attention. They spend a lot of resources cranking out new products at breakneck speed, but they don't seem to focus on improving the ordering and fulfilment process.
I wish you luck in getting your problem resolved!
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I wish you luck in getting your problem resolved!
Thanks, I'm going to need it. I fear that there will be an Issue #5 with this order, but seeing at how the Purchase Price, Taxes, Address, and Credit Card have all messed up, I'm not sure what else can go wrong at this point.
EDIT: I called and told them I was "OK" with it charging the wrong credit card this time, and we deleted it so that there was no way it would happen again in the future. Hoping this is the end of the issues with this order. Hoping even more that this sort of thing doesn't happen again on the next one.
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Hello Jara,
I'm sorry to hear about the issues you had. Unfortunately, you are not the only one who reports such difficulties. We do have a lot of improvements we can make to our store and ordering process, and they are all tasks we plan to do. Our tech team has a lot of projects to work on at any given moment, so thank you for your patience while we make improvements.
You can help our team understand more specific info about what makes our interface difficult by letting them know in the website feedback forum when these issues arise. You may still need us over here in customer service to fix it for the short term, but its always helpful to let them know what most effects your experience! Thank you!