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Purchase Still Has Not Arrived (ref: issue-49741)

molukaimolukai
edited August 2011 in Shopping or Activation Support
Hi there, I placed a purchase on the 6th and have yet to receive the package. I sent an email inquiry on 6/20 and received a response from Ferenc on 6/21 saying that my package should have shipped by 6/20, contrary to what my online status shows (it showed and still shows that it has yet to be shipped).

I sent another email today and have also posted in this forum in hopes of one day getting my purchase. Please help!!

Sincerest Regards,
Sean 'Molukai' Chao
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Comments

  • MarkHighwindMarkHighwind
    edited July 2011
    I have the same problem. I placed my order on the 4th, and nothing...
  • caenicuscaenicus
    edited July 2011
    I placed my order on the 6th, contacted the support 12 days ago, haven't heard a peep out of anyone. I've never had a bad thing to say about TellTale, but this is ridiculous. I understand they had a big blowout sale, which I did take advantage of, but here's where this becomes a problem for me: TellTale was not quiet about this sale, so they should have been ready to meet demands. If they can't meet demands, don't have a sale. Otherwise, what's the point of having a sale? To sell stock you don't have? To send out "I owe you's"?
  • HoaxsHoaxs
    edited July 2011
    Sam & Max Highway Surfing Poster Print (Signed) (On Hold)

    Homestar Runner Figurines Series #2 (On Hold)

    Sam & Max Symbiotes Figure Set (On Hold)

    Placed June 5, 2011

    Rather annoying, the poster was meant to be a present for someone a week ago....
  • WailingFungusWailingFungus
    edited July 2011
    My previous order (in 2010) also took almost a month to ship so I'm not really worried.

    Telltale has always done me well in the past, they're a small company (in the videogame industry) and I'm sure they're doing everything they can to get everything out there.

    I didn't even notice there was any kind of trouble til I checked out the forums...
  • RibsRibs
    edited July 2011
    6-8 weeks is the official 'will arrive' timespan, for the record.
  • FalancaFalanca
    edited July 2011
    The thing is that this isn't the fault on Telltale's behalf (at least, completely), but the shipping company they've made a deal with.

    Yes, things take 6 or sometimes even 8 weeks to arrive -especially if you live outside US-. This has always been like this and will be like this till they make a deal with a better shipping company. It's not a new thing for Telltale.
  • PatchmolchPatchmolch
    edited July 2011
    I know that actual delivery might take 6 to 8 weeks. But if an order - at least according to the "Your Games" section - is not even fulfilled, it's another matter. Last year, any order without pre-orders was normally shipped within one or two business days and the status updated accordingly.

    Telltale should find a better shipping company/shop system anyway, one that is equipped with the possibility of checking the actual status of an order.

    I guess they know this already.
  • AnKyloAnKylo
    edited July 2011
    6 to 8 weeks would be all fine and dandy, if the product I bought didn't force me to buy the express service. If the shipping was maybe $3, that would be fine, but the only shipping available was $12, so I can't help but feel like I'm being cheated if it's going to be that long.
  • zombiesatemycerealzombiesatemycereal
    edited July 2011
    AnKylo wrote: »
    6 to 8 weeks would be all fine and dandy, if the product I bought didn't force me to buy the express service. If the shipping was maybe $3, that would be fine, but the only shipping available was $12, so I can't help but feel like I'm being cheated if it's going to be that long.

    Agreed. Having to pay for expensive shipping and then being charged without being shipped is ridiculous.
  • TrojanDanTrojanDan
    edited July 2011
    It's been over 30 days, guys. This is by far some of the WORST customer service ever. BTW, I live INSIDE the US and so your 6-8 weeks if outside the US, is just empty hand-waving. You guys have a week, and then I'm filing a complaint with the credit card company. The clock is ticking.

    issue-50669
  • Amy LukimaAmy Lukima
    edited July 2011
    Hi Everyone. I'll sending everyone who replied to this thread a response. It you don't see your reply right away don't worry. These all take some time to research.

    @TrojanDan I just sent you an email letting you know that it was shipped, since you haven't received it and we no longer carry the item I refunded the order.

    @molukai Your order shipped as well. I've emailed our shipping company to get a tracking number. Hopefully I'll have a reply tomorrow morning and since we still have your items left in stock I can reship them. I'm also sending you a response from my personal email account (some people can't get email from ttg.com) with some additional information.
  • Amy LukimaAmy Lukima
    edited July 2011
    @MarkHighwind According to our shipping company your items shipped on the 27 of June as well. Since your international We have to wait 8 weeks before we can use the customs number to attempt a trace.
  • Amy LukimaAmy Lukima
    edited July 2011
    @caenicus Your order was shipped the 5th of July. I'll email our shipping company to find out the tracking number. I'll also send you an email with additional details.
  • FatBabyFatBaby
    edited July 2011
    Amy, while you're here, could you check on my order too please?
  • TrojanDanTrojanDan
    edited July 2011
    I find it a bit odd that my order says it was on hold. Never did it say shipped nor was any sort of tracking info provided. As long as that refund goes through.
  • Amy LukimaAmy Lukima
    edited July 2011
    @Fatbaby Don't worry, I'm going thread by thread. I just got back from vacation so I have a lot of catching up to do!

    Looks like your order was shipped too. I'll send you an email with the details.
  • Amy LukimaAmy Lukima
    edited July 2011
    TrojanDan wrote: »
    I find it a bit odd that my order says it was on hold. Never did it say shipped nor was any sort of tracking info provided. As long as that refund goes through.

    Hi Dan,

    The on hold was added to the item title and was not a status. It simply meant it was on hold from the website while we moved shipping companies. It said on hold for everyone, even people that bought and received it a year ago.
  • ScnewScnew
    edited July 2011
    Count me in on wanting to know what's up as well.

    Order #600130109634279, if that helps.

    Furthermore, the My Telltale page says that the Sam and Max Bundle was canceled. That's fine, except I was still charged for it and have never received any sort of credit to my account.
  • Amy LukimaAmy Lukima
    edited July 2011
    @Hoaxs Your order shipped on the 5th of July. Sine your international It can take 6 weeks for you to receive it. I'll ask our shipping company to update your customs number.
  • FatBabyFatBaby
    edited July 2011
    Amy, I just responded to the e-mail you sent me. Thank you very much for the follow up.
  • Amy LukimaAmy Lukima
    edited July 2011
    Scnew wrote: »
    Count me in on wanting to know what's up as well.

    Order #600130109634279, if that helps.

    Furthermore, the My Telltale page says that the Sam and Max Bundle was canceled. That's fine, except I was still charged for it and have never received any sort of credit to my account.

    Hi Screw,

    The canceled is not an order status, it means the item has been canceled from being reordered and appearing on our website again.

    But your order still has not shipped at all. I'll email our shipping company to find out why and sent you an email with from a gmail.com account with more information.
  • Amy LukimaAmy Lukima
    edited July 2011
    @Falanca We are in the process of moving shipping companies. That's why you can't order anything on the site right now. :)

    We hope to never see an issue like this ever again.
  • jweirjweir
    edited July 2011
    I hate to bother, but is there any chance you could check on my order? (#600134981162849) Pretty please!
  • gamefreygamefrey
    edited July 2011
    Same. My order # is 600132833468798.

    Thank you. :)
  • Amy LukimaAmy Lukima
    edited July 2011
    jweir wrote: »
    I hate to bother, but is there any chance you could check on my order? (#600134981162849) Pretty please!

    Looks like that one hasn't shipped yet. I'll email our warehouse to find out why.
  • jweirjweir
    edited July 2011
    Amy Lukima wrote: »
    Looks like that one hasn't shipped yet. I'll email our warehouse to find out why.

    Just wanted to say thanks (and I'm sure you don't get that enough)! Nice to know my concerns are actually being listened to!
  • Tommy1984Tommy1984
    edited July 2011
    @Amy
    Hi, can you check my order too? (Order #600130702183906 | Placed June 6, 2011) ... it still says "Your order has been submitted to our warehouse and will ship soon. Please check back later for shipping info."
  • Prince ValiantPrince Valiant
    edited July 2011
    Hi Amy Lukima,

    I've placed my order (#600130547669927) on the 5th of June and there was no shipping until today. Can you check this please too?

    Thanks in advance!
  • ltgeneralkastyltgeneralkasty
    edited July 2011
    @Amy

    My order placed on 6/4 hasn't shipped either. I'd appreciate you looking into it. It's order #600130272541054.

    Thanks in advance.

    LtGK
  • bookwo3107bookwo3107
    edited July 2011
    This is literally the worst experience I've had dealing with any order online. I placed my order on June 4th (#600129941695406) and only got the most unhelpful information from the TT staff.

    I really like you guys and what you do, but I am really starting to lose faith in you if in 37 days I can't get a single update just saying "Hey, hold on tight, it's coming, we're sorry."
  • AnKyloAnKylo
    edited July 2011
    Order #600133257921712

    I ordered on the 23rd and was forced to pay with priority mail, so I've been wondering about it.
  • Amy LukimaAmy Lukima
    edited July 2011
    @Tommy1984 It looks like your order had The complete animated series on it. There should have been a notice that we were waiting for a shipment to come in. Did you want to continue to wait on that?

    @Prince Valiant Same, as Tommy, we're still waiting on the S&M animated series.

    @ltgeneralkasty Sent you a reply in gmail.

    @bookwo3107 Same thing, we're waiting on the S and Max animated series. Did you want to keep that in your order or cancel it?

    @AnKylo Your order is still in queue.
  • evilmax17evilmax17
    edited July 2011
    Me too?

    Order #600130407433885

    Ordered on June 5th.
  • Amy LukimaAmy Lukima
    edited July 2011
    evilmax17 wrote: »
    Me too?

    Order #600130407433885

    Ordered on June 5th.

    Looks like you had the The Complete Animated Series too. Did you want to continue to wait on it?
  • evilmax17evilmax17
    edited July 2011
    Amy Lukima wrote: »
    Looks like you had the The Complete Animated Series too. Did you want to continue to wait on it?
    Yes please, as long as you guys are getting more in.

    Is there an ETA for when you're getting those?

    Thanks.
  • Prince ValiantPrince Valiant
    edited July 2011
    Amy Lukima wrote: »
    @Prince Valiant Same, as Tommy, we're still waiting on the S&M animated series.
    Thanks for your quick reply. So let us wait on the animated series and hope it will arrive soon... :)
  • bookwo3107bookwo3107
    edited July 2011
    I can keep waiting, but surely you understand that it's frustrating that I received absolutely no notification that this is the reason why my order placed 37 days ago was not processed...
  • jweirjweir
    edited July 2011
    Just wanted to confirm that you did indeed help things along, got notification today that my order has shipped. Thanks!
  • atm153atm153
    edited July 2011
    Hey Amy, can you look up mine too? Order #600130146459016. Thanks!
  • SiorionSiorion
    edited July 2011
    Would like an update on Order #600130045366575 as well please. Haven't gotten a single e-mail about it yet.
This discussion has been closed.