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One of my favorite Authors came out with a new book over the summer. I had him on my "likes" on Facebook and leading up to his new book he started posting pictures of items on his Official Web site store.
On August 12th I bought a T-Shirt with the image of the book cover from my favorite book of the series. I was told they make the shirts to order and it would take 6 weeks.
On September 23rd I got an e-mail saying the shirts were received from the vendor and they were defective. They were sending them back to be reprinted.
On October 26th I e-mail the website requesting an update on my order.
On November 3rd they finally responded telling me they were sorry, they just got in "most" of the reprinted shirts and were quickly going through them and shipping them out. They were also sending a "cool" thank you gift for being patient.
On November 18th I sent them another e-mail since I still hadn't receive my shirt requesting an update. I never got a reply.
On November 30th I sent another e-mail and again no reply.
On December 6th I made a post on his Official Facebook page saying I hadn't received my order from August 12th. My post was promptly deleted and I received an e-mail from the company that runs his social media accounts. The person I talked to told me they still had a few dozen orders to fill and they were scrambling to finish them He said he does not have any affiliation to the store but has been helping them with the "high" volume of e-mails while they got things back on track.
I conversed several e-mails back and forth with this individual and finally he told me the whole story that the original shirt maker they had many issues with and they found a new vendor and had to get art work approved and so forth and that what was causing the delay.
On January 6th I sent an e-mail CC'ing the social media person requesting an update. No Reply.
On January 9th I sent an e-mail to the social media person and CC'd the "Official" store e-mail again asking for an update. As of today I still have not gotten a reply.
All of my e-mails were professional and polite. There is a phone number on the offical web site and that phone number will just ring and ring with no answering machine/voice mail.
So what would you do? Keep harassing the company? Make a claim with ic3.gov? It is only a $25 order but I really wanted that shirt. And it's my $25, as of right now I feel it was stolen.
![[Linked Image from mypsn.eu.playstation.com]](http://mypsn.eu.playstation.com/psn/profile/Letherface.png)
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Joined: Sep 2006
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Legend
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Legend
Joined: Sep 2006
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If they have already charged you the money, then absolutely file a complaint, file fraud charges, whatever.... they are not supposed to charge your account until the order has shipped.
If they have yet to charge your card or deduct money from your account, simply cancel your order.
Browns is the Browns
... there goes Joe Thomas, the best there ever was in this game.
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I had gotten a Visa gift card at the end of July for my 10 year anniversary at work. I had used that card to make the purchase and they absolutely charged it. I printed off the card activity report from the card's website and sent it as proof on one my e-mails because I had lost my order number. (Wife threw out my print off and I accidentally deleted my confirmation e-mail)
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Quote:
I had gotten a Visa gift card at the end of July for my 10 year anniversary at work. I had used that card to make the purchase and they absolutely charged it. I printed off the card activity report from the card's website and sent it as proof on one my e-mails because I had lost my order number. (Wife threw out my print off and I accidentally deleted my confirmation e-mail)
File the complaint with Visa for fraud. Explain everything just like you did here. You can do that online. They will investigate.
"My signature line goes here."
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Thanks for the info. I decided that I'd give them one more e-mail. I did google what ppe said about charging before the product ships and found out they can do it however they must ship the product in the stated time frame and if no time frame is given it's 30 days. They said 4 - 6 weeks and it's been 23 weeks. My email went like this. Quote:
This is going to be the last attempt at resolution seeing that my previous e-mails have gone unanswered. I would like to know if my order has been shipped or how soon it will be shipped. I feel I have been very patient up to this point. If I don't have a response within a timely manner (2-3 business days) I will be filing a complaint with the Internet Crime Complaint Center.
My credit card was already charged $25 for this order. It is legal to charge my card prior to shipping, however according to the Fair Credit Billing Act it is illegal to not ship with in the advertised time frame (or 30 days if no time frame is given) if you already charged my card. You gave me a time frame of max 6 weeks, it is now been 23 weeks.
If I don't have a response back by Wednesday January 18, 2012 I will be filing a complaint.
Thank you,
I'm hoping they respond and I can get this resolved because the shirt was pretty sweet.
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please keep us updated I'm very interested in this. hope you get a resolution quickly, your last response is worded very good, IMO.
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Joined: Sep 2006
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Legend
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Legend
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I think that you're nuts, personally.
It's been 23 weeks. This last email to them should have been to inform them that you've ALREADY lodged the complaint and reported them to Visa, the BBB, etc...
They've well more than had opportunity to acquit themselves. If they intended to make good, they would have.
All you've done now is notify them that a storm is coming and you've given them time to close the windows and shutters.
Browns is the Browns
... there goes Joe Thomas, the best there ever was in this game.
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I understand what you are saying and I probably am nuts. However the guy is a NY Times best selling author many times over so it's not like he can just close up shop. I guess I'm just hoping I can get it resolved because I really liked the shirt.
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Woke up this morning to a few e-mails. First: Quote:
John,
Just getting caught up from CES madness in Las Vegas. Had one other person also email me about a same/similar issue. I had the fulfillment team issue that person a full refund and we are keeping the order open to still receive the merchandise — our compliments for the horrible service and the understandably aggravating turn around time. Same for you now too.
There's nothing illegal or intended to be fraudulent going on or myself, my company, and certainly Terry would not be involved with those guys. It's merchandise printing problems, and downright bad customer service, unfortunately. I actually wish there was a better excuse but we've already made changes to make sure this doesn't happen again.
Thank you for taking the time to let me know.
The second e-mail was a paypal transaction refund.
Quote:
Date: Jan 14, 2012
Time: 23:53:00 PST
Status: Completed
Subject: Refund from TG Order #1101
Note: John, Refund for your purchase. You'll still get the shirt though. Least we can do for having to wait for so long. Thank you.
Payment type: Instant
Verified I have the money in my paypal account, now I just hope I still get the shirt.
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Joined: Sep 2006
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Legend
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Legend
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If everybody had like minds, we would never learn. GM Strong ![[Linked Image]](http://www.dawgtalkers.net/uploads/small-gator-chomp.gif)
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What does this T-Shirt look like? I ask because after all this aggravation, it better be one heck of a shirt! I don't think I have wanted anything so much to go through all of this for months on end....lol I would have asked for a refund and forgotten about it long, long ago.  Post a picture of it.
KeysDawg
The fact that some geniuses were laughed at does not imply that all who are laughed at are geniuses. - Carl Sagan
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Legend
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Legend
Joined: Sep 2006
Posts: 17,027 |
Quote:
Woke up this morning to a few e-mails.
First:
Quote:
John,
Just getting caught up from CES madness in Las Vegas. Had one other person also email me about a same/similar issue. I had the fulfillment team issue that person a full refund and we are keeping the order open to still receive the merchandise — our compliments for the horrible service and the understandably aggravating turn around time. Same for you now too.
There's nothing illegal or intended to be fraudulent going on or myself, my company, and certainly Terry would not be involved with those guys. It's merchandise printing problems, and downright bad customer service, unfortunately. I actually wish there was a better excuse but we've already made changes to make sure this doesn't happen again.
Thank you for taking the time to let me know.
The second e-mail was a paypal transaction refund.
Quote:
Date: Jan 14, 2012
Time: 23:53:00 PST
Status: Completed
Subject: Refund from TG Order #1101
Note: John, Refund for your purchase. You'll still get the shirt though. Least we can do for having to wait for so long. Thank you.
Payment type: Instant
Verified I have the money in my paypal account, now I just hope I still get the shirt.
Even though it should have never came to that, that's exactly how you handle that problem when you are running a business.
Glad everything worked out for you.
As far as whether or not you should have chased that money because it was only a certain amount, of course you should have, it's your money. You worked hard for that money regardless of how little or how big the amount is to you.
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Joined: Sep 2006
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Legend
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Legend
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Posts: 28,201 |
Awesome! 
Browns is the Browns
... there goes Joe Thomas, the best there ever was in this game.
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Forums DawgTalk Everything Else... What would you do? (Online
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