Graveyard Skulls-I can't get my shipment from them!
RESOLVED!!!!!!!!!!!!!!!!!!! I received my shipment. Please read the last post for the solution.
August 21, placed an order for a single un-assembled Lindsey skull from the Graveyard Skulls website. (original design, not the new style)
Order was paid with PayPal on that date.
The website did say that it would take 2-3 weeks to ship the order and that was reasonable.
On the September 16, I sent an email as I had not received the skull or even a tracking number and received an almost immediate response from Joel via email that 'your order was shipped, let me find the tracking number'.
Everything was fine up until this point. I understand we all get busy this time of year and that late August may have been a little late in the season to order, but this was for an UN-Assembled kit, just in the box.
Unfortunately, the emails from GYS continued to promise that it had been shipped and 'I will get you a shipping number in a couple of hours'.
on Septemrber 30 the email thread was below...
"Trent,
You should have it by Wednesday the latest. I will pull the receipt and get the tracking number pulled that way. Because of the time; I went ahead and assembled it for you and did the alignment. After Halloween, I will mail you out another unassembled so you can assemble that one – no charge.
Joel Briggs
From: Trent
Sent: Monday, September 28, 2009 6:28 AM
To: Support Graveyardskulls
Subject: RE: Email From Graveyard Skulls Email Form
Joel,
Do you have a tracking number, or an approximate date I can expect to receive it?
Trent
From: Support Graveyardskulls [mailto:support@graveyardskulls.com]
Sent: Monday, September 28, 2009 9:23 AM
To: Trent
Subject: RE: Email From Graveyard Skulls Email Form
I shipped it out Saturday. Sorry for not responding back.
At this point, I thought that this was great customer service and was more than happy with the proposed solution.
However, still no skull. Every 2-3 days I send an email looking for a tracking number, and get a varied responses such as:
"I ordered it shipped ASAP last Thursday, or I missed it and it is still on my test shelf"
The email that 'forced' me to post on here to see if anyone has any ideas on how to get my product, was from last night after one of my every 2-3 day emails.
The thread is below:
Trent,
I know what is going on; we cannot find the payment. Can you please provide us with how you pay and the transaction number. Your order is here and ready to go. I can ship it out overnight. I've emailed you twice about this.
Joel Briggs
-----Original Message-----
From: Trent
Sent: Monday, October 05, 2009 8:27 PM
To: Support Graveyardskulls
Subject: RE: Email From Graveyard Skulls Email Form
Joel,
Still no skull or tracking number.
Trent
-----Original Message-----
From: Support Graveyardskulls [mailto:support@graveyardskulls.com]
Sent: Friday, October 02, 2009 10:09 AM
To: Trent
Subject: RE: Email From Graveyard Skulls Email Form
Trent,
I apologize for the confusion. I am trying to get all the orders out.
Because I built yours and did the work, the ticket was closed out and entered into the system. When I looked up your record in the system, it showed it closed. This is where I was under the impression it shipped.
Tuesday of this week I notice yours was still on the testing rack. I
thought nothing of it until your email. I asked it be shipped asap and it
was packaged up Thursday and shipped then. I will be back in the shop around 1PM today and will get the tracking number to you then.
Again, I apologize for the confusion.
Joel Briggs
I understand mistakes, getting busy, forgetting things, etc., but to throw this out 7 weeks after the order was placed and 4 weeks after promising that 'it has been shipped' is ridiculous.
How many believe I will get the 'Unassembled' second one after Halloween?
You will get your order as well as the unassembled skull as stated.
Joel was having trouble finding your transaction in PayPal. It was under a different name and a different transaction number than the one you provided, but it did have your email in it
Joel was looking for a transaction under your name.
I looked it up and found the transaction - actually this one: Web Accept Payment Received (Unique Transaction ID #64U55744K8890335G)
Although it was in a different name, it is your payment. Your order will not be delayed any longer.
Sorry for our error and apparent inability to correct the problem in a timely fashion.
Bob
__________________
Living as if every day were Halloween!
Trent,
My apologizes for the confusion and let me explain what happen. About three months ago I was taken for six skulls and I did not even realize it until a month later. Basically, these two individuals would purchase something from our site for a few dollars and then pay via paypal. Then they would go back to our site and purchase a skull, ref. the paypal ID number from the previous order. We would go into our records, look at the order and see it was paid and ship out product. After we discovered this scam, I told my shipping person to validate all paypal orders prior to shipping and that is to go back into paypal and search for the payment and either print out a mailing address, or validate the amount ship by other means. Unfortunately, your GYS account and your paypal account names did not match and this led to confusion on our end. When you email me, I look at the record on file and notice a paypal ID payment and product built by my other planning system (MRP). This tells me product is ready to be shipped. In most cases, this is accurate and product ships out within 48 hours. What happen, and you’re not the only one, again, the shipper does a search, cannot find the paypal payment via last name, and kicks it back to me as possible payment not received. I usually do a search and in most cases, can find the payment and then authorize the shipment. In your case, I updated the record stating, “Called buyer twice with no response. Can’t find paypal receipt. DO NOT SHIP.”
To make a long story short, I screwed up and this I will not dispute and say so on the halloweenforum.com. I will go back and revisit validation of payment paypals and best processes to update our GYS records.
I will be shipping out both skulls today; one complete and one unassembled. I will be shipping them out overnight. Your tracking number is EH 589530558US.
Additionally, if you need any routines from our site, please contact Bob and he will make sure you get them. And if you have any problems with setting them up or programming issues, contact either Bob or myself (909)XXX-XXXXand we will assist you to ensure you’re up and running for your haunt.
Again, I apologize and will do everything I can to make it right. As a token of my sincerity, sometime in December, I will be shipping you one of our new skulls at no charge. I hope this makes up for the confusion.
I received the skulls today as promised by Joel. THANK YOU!
After calls and emails from Bob and Joel at Graveyard skulls, I believe a couple of things happened.
#1. GraveYard Skulls was way more popular and busy than they were geared up for or expected for the first season. The overwhelming response is obviously due to a good product.
#2. Due to someone stealing skulls earlier in the year by using invalid PayPal transaction number, a process that was put in place to cover losses actually snared my order by mistake.
(my wife had ordered and paid for our order as a birthday present and the the PayPal Ids didnt match)
#3. I don't believe I over-acted in this matter as I didnt even make initial contact for an order update until almost 4 weeks after the order was placed. I was happy to keep my problem off the forum until the end of the 6th week when my transaction was questioned. In my mind, if there was a problem with the transaction, I shouldn't have been informed that the order had been shipped.
#4. I believe Bob and Joel have explained their side of the situation and as of today my order was delivered to my satisfaction.
Bob told me that he is working on new processes and procedures for the next season to try to better serve their existing and new customers, and I believe him.
I was impressed before I bought with the product and look forward to using it.
Graveyard Skulls-I can't get my shipment from them!
Frustrated with GraveYard Skulls
Linear Mode
