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steel crown why did you cancel my order???

 Post subject: steel crown why did you cancel my order???
PostPosted: Wed Jan 21, 2015 11:28 pm 
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Waited weeks for an order on dec29th which was advertised in stock that was not in stock with terrible communication - that's not fair there has to be some communication in the first place...
Was promised shipment last Friday and some forms of goodwill gift. after repeated requests for tracking details today I raised a PayPal dispute to try to get a reply at the very least

My order was then almost instantly refunded - no apology for wasting my time or the reason behind the latest delay,

I don't buy the short staffed excuse - when a PayPal email comes over there's an instant response.

First impression is poor to say the least.

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 Post subject: Re: steel crown why did you cancel my order???
PostPosted: Thu Jan 22, 2015 2:01 am 
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I also placed an order mid December and was told something very similar, that it would be shipped this Friday and a gift would be included. I'm not sure if they actually did, I'll be making some inquires.

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 Post subject: Re: steel crown why did you cancel my order???
PostPosted: Thu Jan 22, 2015 8:27 am 
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There's definitely something amiss. Replacement parts for missing bits were promised about the same time to me as well and are still missing. The original order took about 6 weeks to turn up before that. Oddly enough they were short staffed then, too.

Just a bit naff, really


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 Post subject: Re: steel crown why did you cancel my order???
PostPosted: Thu Jan 22, 2015 8:30 am 
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Hello Jon,

Sorry for the delayed response. We have had quite the order backlog. The last orders on backlog are shipping out today, this week we've focused on clearing as many orders as possible. We've had a partial restock from TMG (more enroute) and a full restock from OM including tons of sexy Stygians and naughty Nuns. As a result we've been keeping the post office busy and proving to be the bane of anyone trapped behind is in the queue.

As mentioned in my prior email, your order was delayed whilst we waited on a few out of stock items and I offered a full refund. This is why when a Paypal claim came though we immediately gave you a full refund with no questions asked.

We do need to ping out more emails particularly for preorders and delayed shipments. We are looking at the best way to keep people informed and will be asking for community feedback.

Check your inboxes people, the last batch of orders should be going out today so you'll be receiving either a tracking number or an email later today explaining what items we are waiting for and when we are expecting them.

Some items (Edenites in particular) are causing us a severe headache. Never trust the undead.

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 Post subject: Re: steel crown why did you cancel my order???
PostPosted: Thu Jan 22, 2015 8:39 am 
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lordlucan wrote:
There's definitely something amiss. Replacement parts for missing bits were promised about the same time to me as well and are still missing. The original order took about 6 weeks to turn up before that. Oddly enough they were short staffed then, too.

Just a bit naff, really


We are no longer short staffed. We have a new girl in the ranks and should have a clear order pile (unfortunately with a few exceptions still mainly Edenites) by this evening.

In future, when the girls are unable to fulfil an order they'll leave me a note and I'll ping an email out when I get to the office.

We also need to start implementing a kick starter style of frequent updates for preorders. We are looking at weekly updates, what do you guys reckon?

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 Post subject: Re: steel crown why did you cancel my order???
PostPosted: Thu Jan 22, 2015 10:26 am 
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netepic wrote:
Hello Jon,

Sorry for the delayed response. We have had quite the order backlog. The last orders on backlog are shipping out today, this week we've focused on clearing as many orders as possible. We've had a partial restock from TMG (more enroute) and a full restock from OM including tons of sexy Stygians and naughty Nuns. As a result we've been keeping the post office busy and proving to be the bane of anyone trapped behind is in the queue.

As mentioned in my prior email, your order was delayed whilst we waited on a few out of stock items and I offered a full refund. This is why when a Paypal claim came though we immediately gave you a full refund with no questions asked.

We do need to ping out more emails particularly for preorders and delayed shipments. We are looking at the best way to keep people informed and will be asking for community feedback.

Check your inboxes people, the last batch of orders should be going out today so you'll be receiving either a tracking number or an email later today explaining what items we are waiting for and when we are expecting them.

Some items (Edenites in particular) are causing us a severe headache. Never trust the undead.



stop playing dumb, i asked where my order was in the paypal escalation not for a refund i waited long enough - all i wanted was a tracking number for the order you personally said was shipping last friday.

read emails - stop ignoring customers !!

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 Post subject: Re: steel crown why did you cancel my order???
PostPosted: Thu Jan 22, 2015 11:01 am 
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Absolutely not playing dumb chap.

I'd be happy to continue this conversation offline, we received a paypal 'New Item Not Recieved Dispute'. I had offered a full refund so was somewhat surprised to find a paypal dispute. The funds were being held in escrow by paypal. I honoured my original email by issuing a full refund without contesting your dispute.

I'm sorry that your order was delayed and that we had a miscommunication. No where in the Paypal email did it issue a request for a tracking number.

We do have an outstanding email from you received prior requesting a tracking number. The order had not been fulfilled and so we had no tracking number to offer you. In retrospect we should have emailed you to confirm the status of your order. We've been sending out outstanding orders all week and your order would have been one of them. You would have received your tracking moment the order was despatched.

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 Post subject: Re: steel crown why did you cancel my order???
PostPosted: Thu Jan 22, 2015 11:24 am 
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netepic wrote:
Absolutely not playing dumb chap.

I'd be happy to continue this conversation offline, we received a paypal 'New Item Not Recieved Dispute'. I had offered a full refund so was somewhat surprised to find a paypal dispute. The funds were being held in escrow by paypal. I honoured my original email by issuing a full refund without contesting your dispute.

I'm sorry that your order was delayed and that we had a miscommunication. No where in the Paypal email did it issue a request for a tracking number.

We do have an outstanding email from you received prior requesting a tracking number. The order had not been fulfilled and so we had no tracking number to offer you. In retrospect we should have emailed you to confirm the status of your order. We've been sending out outstanding orders all week and your order would have been one of them. You would have received your tracking moment the order was despatched.


Tom you personally said the order was to be dispatched last friday after i agreed to wait for your in stock item that was actually out of stock to arrive.

its outstanding emails - not email. and the emails were on the back of your promised dispatch last friday that did not happen.

i never once mentioned a refund. i am pretty patient, given i had waited since the 29th. you did not bother to reply to my mails this week and it took paypal to get your attention.

this is the text from the paypal dispute - "did not get a promised order update and tracking details - no responses to my mails. what is going on?".


Apology accepted. disapointed i have wasted time on this.

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