26 réponses à ce sujet

[grassoid]

The Following posts are all the currorspondance i have had with THBS, the last email accused me of lying to them on how much i paid for postage.

Any how i hope this helps people in the future in chosing if they want to shop with them...

Also i have to ask is this common with Treehouse?

Modifié par grassoid, 25 mai 2011 - 07:56 .

[grassoid]

Dear Jason

Thank you for shopping at BioWare Store. Your bill will appear on your credit card statement as "TREEHOUSEBRANDSTORE"

Your orderxxxxxxxxxxx has been shipped.




Item ThumbnailItemDescriptionQty.RateSub TotalME2 Commander Shepard Hoody/LThe ultimate fanboy hoody.
AVAILABLE NOW!188.0088.00










Sub Total:
$88.00

Discount:
-$0.00

Shipping:
$35.00

Gift Certificate:
-$0.00

Total:
$123.00

Ship Via: XPO Air International


Tracking Information:
(XPO Canada customers, this
is a Reference number and must be entered manually; the embedded link
points to the page for doing so.  If your shipment is reported as not found, please wait until about 3 days after shipping and check once more.)

If you would like to track the status of your order,click hereto access your account. Log in using the email address and password you provided during checkout.

SHIPPING INFORMATION
---------------------------
Please note the following approximate shipping times.
Domestic Standard: 3-5 days
Domestic 2-Day Express: 2 days
All XPO shipments: 10-35 days
USPS Priority Mail International: 5-14 days

Modifié par grassoid, 25 mai 2011 - 07:54 .

[grassoid]

The other postage was $25

My Reply

THBS

Can you please tell me why the more expensive option for postage takes longer?

Grassoid

[grassoid]

Their Reply...

Jason,

Thank you for your message.

Please let me know which shipping services you are interested in, and I will do my best to clarify the shipping times.

THBS

------------------------
At this point i was are you kidding me??? I replied with the confirmation included in the reply.

[grassoid]

My Reply
-------
I suggest you look through the email to find your own answer also my order number is the subject was it not?
Order XXXXXXXXXXX
-------

[grassoid]

Their Reply

---------------
Jason,

Your shipping has been switched to USPS International and the difference in shipping will be refunded to you.

Thank you,
THBS
-------------------

I still have no questions asked of me or answers to my question, i dont was a fefund of postage and wonder how they can switch postage after it has been sent... The repliy leaves me with more questions than answers

Modifié par grassoid, 25 mai 2011 - 07:56 .

[grassoid]

A few days later my reply

-------
Hi, I still have not received a tracking number. Is there any chance I could get a tracking number please.

Also I have not received the refund yet.

Also how can you change the shipping after you have apparently sent the item?

--------

[grassoid]

a few days later i got this reply
-------------------------------
Jason,

There was no change in the postage price between the 2 items upon review.
Both services cost the same amount, and yours was shipped via USPS.

THBS
-----------------------------------------

There was $10 difference (i will try to include a photo later)

If any one goes to the store and orders the Hoodie enters they are from Australia and postcode (7250) the same you get the problem...

[grassoid]

outraged I replied.

----------

There was a $10 difference

Also may I please have a tracking number.

-------------

[grassoid]

----------
Jason,

There is no tracking available for USPS. I will refund $10.00 to your account.

THBS
--------------

[grassoid]

later on i wrote another email

--------------------------
Hi THBS

It has been 16 days since the order was sent and I still have not seen the item.

And also i would like to know why you switched the shipping without confirming with me first. I selected XPO because i was to believe it came with a shipping number.

I will have to say that your service is terrible and the one line replies leave me with more questions than answers.

Jason
----------------------------------

At this point i had no idea that XPO was just a company that ship the items for THBS nor did i know that selecting that XPO was selecting UPS without a tracking number

[grassoid]

------------
Jason,

Per our terms, international shipping usually takes 3-5 weeks.

I am sorry that you are dissatisfied with your service, and I have done what I can to remedy the situation, by refunding half of the shipping charge.

THBS
------------

Half of $35 is not 10, I am amazed that they didn't answer my question.

Plus the only mention of UPS says it should be here within 5-14 days

I am pretty angry now because i have nothing for the $123 that i have spent so i reply with a long email.

[grassoid]

-------------------------------------
See this is just another example of how you guys fail,

Some one has said that they have changed my mail to USPS, without my permission,

In an email I received it says 'USPS Priority Mail International: 5-14 day'

It's day 17

No one has answered why my shipping was changed without me being asked and you have also failed to give me answers to all my questions.

WTF is going on with my package?

I have no tracking number, and I am starting to believe no one really knows whats going on with my order.

Please get your facts straight and reply to this email, or I will be going to my credit card company and requesting a full refund and handing them copies of sloppy, contradicting replies.

As I have said in the last email, more than one line answers. This leaves me with more questions than answers, I can not waste any more time trying to sort this out. I will just cancel the transaction.

I expect an answer for every question or a reason why it can not be answered. If your answer contradicts a previous email (I suggest you check then) I would like a reason why and a correct answer.

On what date was my package sent?

What shipping has my package been sent by?

Has it a tracking number?

how long will it take?

If not the method I requested (xpo) why was it changed without asking me first?

If not USPS M.P.I or xpo, what was it sent? Why was that decision made without me knowing?

How come one email tells that my package has been shipped then the next email tells me that you have changed the postage for me?

As I have said before full answers please and no one liners.

Jason

[grassoid]

-----------
Jason,

Your order was shipped on 4/29 via USPS International.

XPO Air, the method you chose, is the least expensive method for shipping. These orders are all shipped via USPS, MSI, or whoever is picking up at that time - XPO is just the name of the company that does the shipping.

It has no tracking number, as you did not pay for a trackable method.

Your postage was refunded because we initially thought you had chosen XPO Priority, as it seemed that was from your email. As an act of good faith we reimbursed you $10.00

Per our terms, international shipments take 3-5 weeks for delivery.

THBS
----------------------------
"As an act of good faith" = i am lying,

NO I AM NOT!!!

I paid $35 postage
it was the most expensive option

any how i reply back to them today and see what they say.

Modifié par grassoid, 25 mai 2011 - 08:13 .

[grassoid]

I replied with a more angry letter.

--------------------

THBS

I am assuming that by the words "good faith" that you are suggesting that at some time I have lied to you.

As
an act of good faith, I will ignore that comment and ask that you see
the attached photo to see that I did not choose the least expensive
postage.


Instead of shoot first ask questions later, how about you ask some
questions?  Maybe this whole understanding could of been avoided if
instead of one lined replies and assumptions on your behalf you did some
research into the matter when it arose.


If your webpage was better designed and explained the difference
between postage when selecting the consumer could make a more educated
decision.

I still have not received the package, I have had to
endure weeks of replies because you assume too much, and seeing that I
chose the MOST EXPENSIVE postage I believe some form of formal apology
is necessary.


I will also be sending letters of complaint to management of both
Bioware and EA with copies of all emails about the matter. I believe I
have been treated unfairly inand that the customer should not be the one
doing all the hard work as in why the most expensive postage takes the
longest.


Judging by all correspondence I see two problems The first is with the webpage. The second with your staff.

You
keep telling me that I chose the lesser of the two postage options, as
you can now see this is not the case. Either I did choose the most
expensive option or there may be a problem with your page.


Your staff, if they had done a little research, should of been able
to find this problem easily. At no point of the correspondence with your
company did they 1. Research the problem or 2. Ask a relevant
question.  This can be seen clearly in the first email where I asked a
question "why is the slower postage more expensive on my order?" (the only question asked of me)  Instead of even looking to see what postage I had chosen (the email sent to confirm my order
was in the reply) they just came back and asked what postage I was
interested in. Most of this could be avoided if you ask questions and
also did a bit of research.  You will also find this may save you time
in the long term.


I look forward to your reply into this matter and some form of formal apology.

Jason Hammond
--------------------

this was the attached photo  picasaweb.google.com/lh/photo/umH3G7w9JjA5VkBwPk_c6Yngm_7mYxtGoh_U8E1y-5I

[grassoid]

Has any one else had experiences like this? I still have not received the package and it has been over a month.

Do Bioware and EA realize how sloppy this company is at representing them?

[Tsuyiin]

Well, the only thing I can say to this is that Ms. Domino posted to another person;

Ms Domino wrote...

for some reason Australia customs has been taking their time in processing things lately...we allow up to 6 weeks for international delivery (on the leng-end) - please be patient and shoot me a PM if the items don't arrive soon...

So a month is just 4 weeks. Maybe your order is stuck at customs, and you might need to wait another 2 weeks.

[grassoid]

Yeah but all the sloppy replies and insinuating I lied to them is just not on in my books.

[archive-th]

I have to say Jason, you are highly over reacting.

I've read all these emails between you and THB and yes some of them seem a little confusing when it comes to the swapping around of postage, but I guess I'm just not reading it carefully enough, and in all the places you said you responded with outrage I could hardly see why...the replies you were getting were not demanding, rude, threatening or accusing as you seem to believe.

And once again, those estimates they put on the website of how long shipping might take is the estimates they received from the shipping companies. If you were to go to the shipping companies website and read THEIR terms and conditions you'd see that those times are a guideline only, and that they can be susceptible to things like customs and other transit delays.

As I said on my thread, really, once the package has left THB and is in transit, whatever happens to it is out of their hands and really has nothing to do with them.

[Crjans]

I just have to point out that in that picture linked the cheaper $25 postage option is marked not the more expensive XPO method...

picasaweb.google.com/lh/photo/umH3G7w9JjA5VkBwPk_c6Yngm_7mYxtGoh_U8E1y-5I

as such the picture is completely useless in helping your case and actually hurts it if this picture was taken during your actual check out.  The only thing that picture shows is what the 2 shipping methods cost not which you chose and proving the cost difference doesn't really do anything for members of this forum nor much for THBS.

Modifié par Crjans, 25 mai 2011 - 12:20 .

[Muzykmann]

Seems like treehouse went out of their way to try and help, and you just continually bashed them. Good customer service in my book. Nice to know they'll do their best to help should I ever have trouble with a future order.

[Lord Kable]

LOL and you think treehouse were rude?
If you sent me messages like that, I'd cancel your order, refund your money and tell you to go somewhere else.

[NamiraWilhelm]

They were admirable in their replies to your abrupt posts, it only goes to show how good they are re: customer service.

Thread reported.

[Trapper_920]

NamiraWilhelm wrote...

They were admirable in their replies to your abrupt posts, it only goes to show how good they are re: customer service.

Thread reported.

I agree! They appeared to have replied to your issue appropriately and timely.

Good day!

Modifié par Trapper_920, 25 mai 2011 - 04:05 .

[grassoid]

Just got a reply,

-------

Jason,

Our apologies if our website, or responses were unclear.

It was our mistake to ship your order via USPS International as opposed to XPO, your chosen shipper. For this error you were refunded $10.00 in postage.

USPS offers two different ship methods:

Standard International: the least expensive option
Priority International: the most expensive option

I do not think this difference is clear enough in our terms, and we are updationg that description.

As for future orders, we have been diligently working on an FAQ section, to better explain ship methods, practices, and provide some insight into why certain things happen the way they do within the process. Hopefully this will help our customers understand the A to B of how our method works.
Once again, our apologies, and we hope that in the future we will be better able to meet your needs.

THBS

---------------

There were a lot of one line replies that didn't answer my questions waisting their time and theirs,

only this last email really states the mistake thoroughly, they shipped wrongly, for that i now have to wait alot longer than my chosen method.

Modifié par grassoid, 26 mai 2011 - 08:27 .