My Order Never Shipped/arrived And Customer Service Doesn't Reply

I am also having problems getting orders filled. I buy my prints through the Shopify app and having to refund my customers orders is devastating to me. I don't know what is going on.

Following

Karen
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You literally contacted us only 2 hours ago, Thank you for your patience as our CS gets to it

Sally, could you message me with your Shopify order number and shopify shop name

"Is this typical of the company?"

No... but "stuff" happens to everyone, all companies, from time to time.

May have to do with having been shipped in and around the holiday weekend.

Thank you Abbie.

Abbie, that was the second time I sent a contact form, the first was Wednesday. I apologize. I was reaching out to UPS thinking it was your site. Sorry! My bad.

Karen

I have asked CS to look into this for you. I see the tracking shows it was started out and then the shipment company seem to have not added anything else

So I asked them (CS) to contact you with a resolution

Abbie

Hi Abbie, Customer Service did respond to say that the order had shipped on August 30th, but when I just called UPS with the tracking #, they said that although a label was created, UPS was not in possession of the package. Once UPS has possession of the package, they can start providing me with delivery status. Should I give it a couple more days before checking back?

Hi, no, that was 6 days ago now. Point that out and ask them to check with the printer now in case it just stayed in the shipping area

I was talking too with CS yesterday about 2 of the Billboard Canvas I am wating for.

I ordered them 27 of August, and still in Processing Status both, while estimated shipping time was 30 of august.
I was worried they were not even printed yet.
Because the 1st camvas was shipped in 3 days from the ordering, and was delivered after in 4 days.

J. wrote that they were printed and shipped but takes time in transit. But the status never changed from processing to shipped.

So I am waiting, hopefully it just takes a bit more time, but is strange because to compare with the first is longer, and seems nothing happening, no email...

At my company I work in customer service and I can go days without a unhappy customer and then bang someone is really unhappy. Generally you will order from here for years with Mary a problem but all businesses will have something happen from time to time.
A speedy email reply fixes much for most problems and having someone like Abbie to help out fixes the rest..

So the short answer is no, not normal.

I think I have Sally pretty sorted (I hope) and Karen is in contact with CS now, so......

is all okay now here?

Yes, more than OK Abbie. You are the best. xoxoxoxo

I will reach out to CS tonight again to ask them to check the printer and to verify it actually left the shipping area. Thank you.

CS did say they were going to reprocess and send out this week. Thanks again, Abbie!

Update from the message I received from CS last week which said they would reprocess my Aug 27 order ASAP this week:

I contacted CS this Monday at 1030 PM for my new tracking # (assuming they would have been shipped first thing on Monday). On Tuesday, around 10 AM, I got a response that my tracking # would be sent to me ASAP.

EDITED!!

Response found in junk mail. Allison said it would ship tomorrow, Thursday.

:-)

Wow. I think someone is messing with me. The order that arrived is not even what I ordered. Need to contact them again.

Oh Karen......seriously? I am so sorry!!

No problem, Abbie. :) It's all very comical but I am confident things will be resolved. Like Jeff suggested above, probably all good most of the time, then a fluke can just occur.

um... is the new image better? maybe there is a brighter side.


----Mike Savad
http://www.MikeSavad.com

CS only replies to customers. I have sent several emails to CS as contributor but don't get any replies. Its a shame, we are the bread and butter.

The last support ticket from yourself was on 11/07/2018 (ticket 337787)

I responded to that one

I am unsure therefore why you think we do not respond

CS always pass contributor emails to me

Abbie, if CS always pass contributor emails to you, then why didn't they pass mine to you when my pouches were messed up?

Hi. Im in the same position. I have ordered two posters and about a month ago I received an email that they are shipped. But I still haven't got them. I have tried to email CS THREE times but no answer. I don't know what to do.

Because those are pouches.... Sales of...

Most other issues are member or site related

Isa, they did contact the printer to issue the tracking number. I've let them know nobody contacted you about that. You should get an email today. Please check your spam folder also later if you don't get one

Resolved! :)

Hi Abbie. Can you please tell CS again to respond my emails?

The status right now is that my posters are somewhere in Sweden, but CS can't tell me where they are and they can't give me a tracking number.