Thread: Pale Night order problem - resolved!

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so far i am being polite lol i was just saying a month and still no item is crazy

Originally Posted by BlackwaterFX

so far i am being polite lol i was just saying a month and still no item is crazy

No problem BlackwaterFX - it was just a caution for both parties to try to work things out politely and professionally.

You had a bad experience, and you are allowed to post it. It's in the company's best interest to try to figure out what happened and fix a poor customer service experience. That's one of the reasons we have a reviews section. It allow complaints to be voiced AND hopefully allow a company to explain what happened and fix things.

Complaints are opportunities to show what the company is made of - how a complaint is handled shows how the company values their business and how they'll treat future customers as well.

Specialized companies in the haunt community are smaller operations run by human beings - and things do screw up sometimes, but hopefully the company can try to figure out what happened so it doesn't happen again and improve their standing both with you and in our community.

There are several instances of this happening in this section - and it's always pretty darn awesome when a vendor comes in and shows they care about their customers.

I do hope that is what happens with Pale Night.

well since i have provided the paypal number i have heard nothing they are not very good at customer service so far

Okay,

Come Tuesday, when I am back in the shop, I'll look into it. This is silly, though. I can't believe that you judge our customer service based on the speed of our responses to a forum post over a holiday weekend...THAT doesn't seem reasonable. All my clients call ME when they have problems and I fix them. They don't try to make public spectacles of the issue. In the future, I would suggest that you speak with me directly. It's much faster and more efficient than forum discussions.

Kip

I must agree with Kip. From what Kip states , there must not have been a lot of communication with this order. Did you get the names of the people you talked to??

i am not speaking of it anymore either way a month is to long to receive a item i hope i recieve it this week

when the order was out of stock i should have received a email stating that the order may be delayed due to it being out of stock but i did not so there ya go ...

Blackwater,

Sorry I didn't respond yesterday, it was crazy and after a 15 hour work day I just wanted to sleep. At any rate, I checked into the order and did find that somehow your order, ehich should have shipped the third week of August, was overlooked and didn't ever ship. For that I am really sorry. We are usually really good about not letting orders slip through the cracks, but there are always exceptions. Because of the mistake, I went ahead and doubled your order free of charge and got it out yesterday. It will get to you on Thursday. As soon as I'm done typing this I will PM you the tracking info.

I think it's pretty obvious here that I do care about my customers and work hard to fix mistakes when they come up. Your point about sending emails when things aren't in stock makes sense on the surface, but essentially nothing we carry is in stock. It's all made to order. The blood is the only thing we do stock and sometimes we run out. I still had almost 15 gallons on hand when I reordered the materials, but we had a rush and sold out. Again, I apologize for the delay and for the mistake with your order. In the future, however, if you or anyone else has a problem it is much more quickly resolved by bringing it to my attention.

Kip

I think the fact that Pale Night has come here & discussed it at all is a good thing & a step in the right direction. He's not hiding or responding at all anywhere like some vendors do.

Pale Night Productions has my respect. Its good to see a company stand up and say "we screwed up" and then to compensate the customer as well as they did. I'll be keeping these guys in mind next time i am browsing halloween supplies.