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Discussion Starter #1
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:[email protected]]
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.

Joel Briggs"
 

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Discussion Starter #2
Frustrated with GraveYard Skulls

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:[email protected]]
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?
 

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Trent,

I understand your frustration.

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
 

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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.

Respectfully,
Joel Briggs
 

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Discussion Starter #5
Quick response

Joel,

I did receive your email, and had a good conversation with Bob.

I did see that you shipped a package and am anxiously waiting for it to be delivered today.
 

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Typical Ghoul Next Door
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I hope you post again and let us know you received your shipment!

It's always great when there is a follow-through and things made right in the end for anyone else that might be looking... ;)
 

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Discussion Starter #7
UPDATE!

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.

Happy Halloween!
 

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Discussion Starter #9
Jared,

I did get the Halloween stuff resolved, however Joel never did send the skull last December as promised. (couple of reminder emails sent as well with no response).
 

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livin Halloween every day
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It sounds to me that the customer service better get way better here before I would even consider buying anything from here. When you buy something and pay for it, there is absolutely no reason or excuse to not get your product in a timely professional manner.
 

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We have shipped out the replacement eye kit. And informed him to return the other eye kit and we will upgrade it to the new and improved eye kit at no cost, plus, a skull kit to mount the eye kit in at no cost. I am really sorry about this and we're working on implementing better systems for ordering control and tracking. Also, next year, we will be pledging a 10 day out the door shipping policy or your order is free (some exceptions on quartets and large skull orders).

Again, sorry!

Joel / Graveyardskulls
 

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Open up and say "Aaaaahh"
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We have shipped out the replacement eye kit. And informed him to return the other eye kit and we will upgrade it to the new and improved eye kit at no cost, plus, a skull kit to mount the eye kit in at no cost. I am really sorry about this and we're working on implementing better systems for ordering control and tracking. Also, next year, we will be pledging a 10 day out the door shipping policy or your order is free (some exceptions on quartets and large skull orders).

Again, sorry!

Joel / Graveyardskulls
A 10 day out the door pledge sounds like a good idea for next year, but rumor has it you guys are closing shop. Is this true?
 

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Master Crypt Keeper
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Please be careful about posting personal emails that you do not have permission to post to the public. If an author of an email requests removal, I must remove it.

(You can always describe an email in your own words).
 

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I have proof !!

The rumor is as true as an email both I and Halloween Bob received on the 23rd of September. In fact in one Email Joel clearly states he is breaking his lease and selling everything except for his machines. Those he intends to return to his garage. He also states the email at graveyard skulls will be shut down as well. So what ever excuse he is offering here, the truth is that he clearly indicated he was closing shop and he went into great detail as to how it would occur and the reasons for it. And I might add he clearly indicated he was relieved to be rid of a halloween prop business. Anyone that wishes to see these emails may PM me and we can share them in private. I will provide my personal email so as not to violate any rules here. I have absolutely no doubt that Joel Briggs saw my 3 axis design as competition and therefore purposely showed interest in my unit to keep me off the market. The creation of drawings is only a smokescreen. He has never shown a working unit. Even though he claimed to sell 10 of them. And of course I never got my units either. This is all described in the other thread I started here.
 

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Well after 2 years I just got my 6 repair parts for defective kits and a full skull. Looked like it just shipped a few days ago. So he was good to his word just a tad slow. In the meantime I have been buying skulltronix skulls that took like a week to get. If the shipping and service was better I would had been first in line to buy dozens of them. Hopefully they get it figured out or the competition does.
 

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Resolved.... Joel did send the order plus some additional parts at no cost. In the end, my experiance was a good one. Thank you.
I am having a poor experience with graveyard skulls. I sent an E-mail to them asking if they still offered an item that I was interested in... I received a prompt response stating that if I were send payment, that the item would be shipped. I was grateful that they would sell to me, and sent payment. I waited 3 weeks and never heard from them, nor did I receive my product.

To make a longs story short, I sent over 7 E-mails, each time I was told that there was some type of mistake and that my item would be shipped. I was also asked if there was anything else that I needed, it would be included at no cost. I was also told that my product would be shipped and for my inconvenience, my money would be refunded.

Still over one month later, I did not receive my item and I also have not gotten the credit that was promised, or the other items that were going to be offered at no cost.

I strongly would suggest that you not purchase from this company, they are not delivering their products.

I never write poor reviews but this time I have clearly been taken and want to warn others.
 

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Discussion Starter #19
Unfortunately....

Welcome to the club.

I can understand missed deadlines, and screw-ups as we are all human.

What really bothers me are the promises of "I'll send you something to make up for our mistake" that never happen.

I have been waiting 13 months for my promised skull to 'make up for my shipment from 2009.
 

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Awaite,
I am sorry for the delay and I am glad I was able to resolve this with you.

Trent1k1 - your "mistake" skull is being built and wil be shipped out this month.

All others: I want to stress, GYS is rolling out a new estore that will provide timely information on your order to include build status and shipping status. This new website will also allow us the ability to change orders after they are placed - something that has been a headache for us. The goal will be after February to have all single skull orders out in 10 working days and all others in 30 days.

Thanks
Joel B
 
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