[trent1k1]

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?

 

[trent1k1]

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.

 

[trent1k1]

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!

 

[trent1k1]

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).

 

[trent1k1]

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.