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Karen Einig

10 Days Ago

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

I placed an order with FAA (8/27/19) and received an email that it shipped (8/30/19) with an estimated arrival of 9/3/19. It never arrived.

UPS [tracking] only shows that a label was created (6 days ago) with no other status info past 9/3. Filled out customer service form the other day and haven't heard anything.

Is this typical of the company?

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Sally Trace

10 Days Ago

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.

 

Debra Grace Addison

10 Days Ago

Following

 

Abbie Shores

10 Days Ago

Karen
.
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

 

Floyd Snyder

10 Days Ago

"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.

 

Sally Trace

10 Days Ago

Thank you Abbie.

 

Karen Einig

10 Days Ago

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.

 

Abbie Shores

10 Days Ago

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

 

Karen Einig

10 Days Ago

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?

 

Abbie Shores

10 Days Ago

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

 

Dora Hathazi Mendes

10 Days Ago

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...

 

Jeff Folger

10 Days Ago

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.

 

Abbie Shores

10 Days Ago

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

is all okay now here?

 

Sally Trace

10 Days Ago

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

 

Karen Einig

10 Days Ago

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.

 

Karen Einig

7 Days Ago

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

 

Karen Einig

4 Days Ago

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.

 

Abbie Shores

4 Days Ago

:-)

 

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