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Post by Mel on Apr 30, 2020 17:54:00 GMT
PLEASE don't remind me that we're in a crisis and there are more important things to worry about... I KNOW this, but I'm frustrated and just needed to vent a minute and figured the Peas would understand. I placed a "biggish" order on the 17th(2 weeks ago tomorrow) from a pretty popular online SS. My first one from this particular place! I need cream/ivory/off white cardstock BAD! They were the only place I could find it so I ordered some (like 20 sheets). Of course, in the process of shopping, I found a bunch of other goodies I had to have!  There were a few Stickles that were back ordered, so I ordered them anyway. I got an email that said the first order had shipped on the 20th(last Mon) & they would send me another shipping confirmation when the other stuff ships, that came the next day (21st). I waited a couple of days and checked tracking again for the first package. "A label was created April 20, 2020". Hmmm, ok... just figured it hadn't updated. It said that all week though. I sent an email to the store to see if they could get updated info. Nope. In the meantime, I have actually received the back ordered stuff (second package)!!! I checked tracking on the first package... still says the same thing! The store says that there might be issues because of Covid-19. Ok, but WHY did I get the one sent later, but not the first one? I have ordered from lots of other places and gotten deliveries within 3-7 days, even Amazon! I sent another email to them and of course their answer is that USPS said to expect delays.  I'm ticked because I should have just cancelled the order and tried to order somewhere else while there was still time. I really wanted the cardstock before NSD crops so I could finish the book I'm doing for DD. I wasn't sure if I should mention the store name. |
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Deleted
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May 16, 2024 6:53:47 GMT
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Post by Deleted on Apr 30, 2020 18:12:00 GMT
PLEASE don't remind me that we're in a crisis and there are more important things to worry about... I KNOW this, but I'm frustrated and just needed to vent a minute and figured the Peas would understand. (((hugs))) I totally understand and there is no way anyone should belittle you by saying those things. Everyone knows what is happening, but that doesn't mean you can't be annoyed with what appears to be a botched shipping job. It sounds like a mix up to me, for sure. Edited to add, pandemic or no, I get so irritated when it says my order has shipped but really they just created the label. I had a store tell me one time that just because it says, "shipped" doesn't mean it actually went out the door.  Well, what the heck does it mean then?? That particular place printed a shipping label, but then apparently did not ship the package for quite some time. |
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Post by Mel on Apr 30, 2020 18:13:43 GMT
PLEASE don't remind me that we're in a crisis and there are more important things to worry about... I KNOW this, but I'm frustrated and just needed to vent a minute and figured the Peas would understand. (((hugs))) I totally understand and there is no way anyone should belittle you by saying those things. Everyone knows what is happening, but that doesn't mean you can't be annoyed with what appears to be a botched shipping job. It sounds like a mix up to me, for sure. Thank you!  |
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scrapnnana
Drama Llama
Posts: 6,144 
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Post by scrapnnana on Apr 30, 2020 18:38:32 GMT
I would email them again and remind them that creating a label is not the equivalent of it actually being turned over to the post office.
It sounds to me as though the package never actually got mailed, and I think you should ask them to either find out what happened to it or give you a refund.
I have two packages in their way to me. They are two separate orders from the same company. This is a company that is super quick at shipping. The tracking let me know when the post office actually picked it up. And then it also showed the package creeping through their system. That is not the fault of the company that shipped it, BUT it was clear when it was actually picked up by the post office.
I think the company you ordered from may have generated a label, but never actually packed it up or turned it over to the post office. Otherwise the tracking should show more than just that a label was created.
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Post by cbet on Apr 30, 2020 19:01:01 GMT
Ok, just because we're in a crisis and there are more important things to worry about doesn't mean that everything else just gets to go to hell. I don't get to tell my boss that we're in a crisis and there are more important things to worry about if I screw up and overpay an invoice by a couple of thousand dollars. We're in a crisis and there are more important things to worry about doesn't mean that the police won't stop me for speeding or running a red light.
If a company can't fill orders correctly and ship them properly and provide adequate customer service if something goes wrong, then they have no business being in business during a crisis when there are more important things to worry about. And it definitely sounds to me like something is messed up on their end. Myself, I hate, hate, HATE companies that print out their shipping labels before the order is pulled and ready to ship. Except for some small sellers that tell you up front that they only go to the post office once a week on Friday afternoons.
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PaperAngel
Drama Llama
Posts: 7,344
Jun 27, 2014 23:04:06 GMT
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Post by PaperAngel on Apr 30, 2020 20:52:59 GMT
If the latest tracking information still shows "a label was created 4/20..." without an estimated delivery date, then it appears the package hasn't entered into the USPS/UPS/FedEx system. Consider contacting customer service, explain there's no record the order left the company's warehouse per the tracking information, & request it be overnighted to you at the company's expense if the representative cannot prove the order was actually mailed. If the company can confirm the order left its warehouse, perhaps request contact information for the shipping company to get updated tracking information. Best wishes! ETA: If the company is ACOT, consider sending a peamail to the team member who posted/generously offered to assist another member on this thread. |
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Kerri W
Pearl Clutcher
Posts: 3,769
Location: Kentucky
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Post by Kerri W on Apr 30, 2020 21:21:08 GMT
That's disappointing. I hope they do the right thing and respond to you. PaperAngel-thanks for reminding me that I have ACOT order that has been lingering since February. I understand their preorder policy but this time the rest of the collections are just about sold out waiting for two remaining things. I'm sure it's a Covid delay but it's disappointing. |
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Post by LisaDV on Apr 30, 2020 23:26:15 GMT
That is frustrating. You have every right to vent, especially with iNSD upon us. I would follow scrapnnana's advice. Remember the squeaky wheel gets the oil. I wasn't sure if I should mention the store name. It's the Peas, you are required to spill the name!! |
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Matt at ACOT
Junior Member
Posts: 88
Mar 3, 2020 4:10:17 GMT
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Post by Matt at ACOT on Apr 30, 2020 23:28:08 GMT
Hi Mel (and everyone), I don't mind admitting that the store being referred to here is us. I'm really sorry for the trouble with your order. I completely understand and share your frustration on this - I wasn't the person that responded to your emails, but I've been having to tell customers a similar "story" frequently over the past few weeks and I'm not very happy that we haven't been able to give out better information.
We are aware of a specific situation with the USPS hubs in the Detroit, MI area, where many of our packages are processed. Due to short staffing there, some of our packages are getting picked up and left on a truck until they have time to process them (without being scanned). We've spoken with people at our local post office, someone at one of those facilities, and also have opened claims for several affected packages, and the general response we get is "there's nothing we can do; you'll have to wait." As an example, I was following a package for another customer that we shipped on the 17th and it just finally got scanned and started moving today. You had mentioned the other package in your order - that one was shipped direct from our supplier in Grand Rapids and didn't go through either of the Detroit hubs.
I realize that doesn't really help you at all, but I just want you to know we're not ignoring you, we're frustrated too, and we will make sure that you either get your items or a full refund.
(Also, to be clear, we NEVER print a shipping label unless the items are packaged and ready to go out the door right then - that's a huge pet peeve of mine as well.)
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Post by Mel on Apr 30, 2020 23:46:41 GMT
Hi Mel (and everyone), I don't mind admitting that the store being referred to here is us. I'm really sorry for the trouble with your order. I completely understand and share your frustration on this - I wasn't the person that responded to your emails, but I've been having to tell customers a similar "story" frequently over the past few weeks and I'm not very happy that we haven't been able to give out better information. We are aware of a specific situation with the USPS hubs in the Detroit, MI area, where many of our packages are processed. Due to short staffing there, some of our packages are getting picked up and left on a truck until they have time to process them (without being scanned). We've spoken with people at our local post office, someone at one of those facilities, and also have opened claims for several affected packages, and the general response we get is "there's nothing we can do; you'll have to wait." As an example, I was following a package for another customer that we shipped on the 17th and it just finally got scanned and started moving today. You had mentioned the other package in your order - that one was shipped direct from our supplier in Grand Rapids and didn't go through either of the Detroit hubs. I realize that doesn't really help you at all, but I just want you to know we're not ignoring you, we're frustrated too, and we will make sure that you either get your items or a full refund. (Also, to be clear, we NEVER print a shipping label unless the items are packaged and ready to go out the door right then - that's a huge pet peeve of mine as well.) Thanks Matt!! I did respond to the email I got this morning and said that I wasn't accusing ACOT, it's the USPS I'm not trusting! LOL Hopefully we'll see something moving soon! I was just disappointed because if I had known I would have tried someplace else because I really hoped to get the project done this weekend (it was to be a gift). I thought I was ordering in plenty of time. |
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Matt at ACOT
Junior Member
Posts: 88
Mar 3, 2020 4:10:17 GMT
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Post by Matt at ACOT on May 1, 2020 0:12:17 GMT
Thanks Matt!! I did respond to the email I got this morning and said that I wasn't accusing ACOT, it's the USPS I'm not trusting! LOL Hopefully we'll see something moving soon! I was just disappointed because if I had known I would have tried someplace else because I really hoped to get the project done this weekend (it was to be a gift). I thought I was ordering in plenty of time. Yeah, normally that would have been more than enough time. Unfortunately we didn't know this was going to be a thing back when you placed your order. I did just post an update on our COVID-19 page to let others know. Sorry we couldn't get you your cardstock in time for this weekend |
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Post by joblackford on May 1, 2020 0:28:12 GMT
Ugh, that definitely sucks! It sucks for the shop owners who look like they're not doing their jobs properly, it sucks for the customers, and I'm sure it sucks for the post office too - they're obviously overwhelmed and short staffed. It really does help (for me at least) to hear from the company with an explanation about where the hiccup is happening - I hadn't considered that the glitch might be after the pickup from the company but before the post office gets it fully into their system. Sorry to hear you won't have your cardstock for this weekend Mel - I hope you get your order soon. |
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Post by cbet on May 1, 2020 1:09:06 GMT
Well, saying that the issues are at a Detroit hub of the USPS is absolutely believable - Detroit has a huge number of Covid cases. So I take back my rant as it applies to ACOT.
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Post by peanutterbutter on May 1, 2020 2:46:34 GMT
It's good of you to come share that Matt. Not with you guys but with other retailers and eBay sellers and so forth my past experience has been that when a shipping label is created and doesn't move/ show updated tracking for many days, I'm not getting that package. So I can understand the original posters concern, hopefully all gets moving soon.
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Post by hop2 on May 1, 2020 4:37:50 GMT
Hi Mel (and everyone), I don't mind admitting that the store being referred to here is us. I'm really sorry for the trouble with your order. I completely understand and share your frustration on this - I wasn't the person that responded to your emails, but I've been having to tell customers a similar "story" frequently over the past few weeks and I'm not very happy that we haven't been able to give out better information. We are aware of a specific situation with the USPS hubs in the Detroit, MI area, where many of our packages are processed. Due to short staffing there, some of our packages are getting picked up and left on a truck until they have time to process them (without being scanned). We've spoken with people at our local post office, someone at one of those facilities, and also have opened claims for several affected packages, and the general response we get is "there's nothing we can do; you'll have to wait." As an example, I was following a package for another customer that we shipped on the 17th and it just finally got scanned and started moving today. You had mentioned the other package in your order - that one was shipped direct from our supplier in Grand Rapids and didn't go through either of the Detroit hubs. I realize that doesn't really help you at all, but I just want you to know we're not ignoring you, we're frustrated too, and we will make sure that you either get your items or a full refund. (Also, to be clear, we NEVER print a shipping label unless the items are packaged and ready to go out the door right then - that's a huge pet peeve of mine as well.) Thank you for the explanation ! ( Gosh I hope the postal workers are well ) |
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Deleted
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May 16, 2024 6:53:47 GMT
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Post by Deleted on May 1, 2020 7:09:26 GMT
Matt- Hugs! I ordered medicine that got routed and stuck in Detroit Michigan for two weeks. Bless them their PO is such a mess right now and I am sure the amount of stress they are under is unreal. I have been doing a lot of online ordering. Every order I have made it's been crazy drama filled. My funny examples- I know one company, non crafting, sent me my tracking number after I received my package, lol. GameStop sent my order from one warehouse, two different packages, routed in two different states but my order was local, lol. They sent my order from my local distribution center, to a different distribution center in the next state over and then sent it back, lol. My other order was sent to the next city over and then sent back to my city. Why? My UPS I have an account that I can track the truck to see when he will be delivering. One morning he was supposed to arrive at 11. I watched him drive up and down my street. I could see him driving up and down my street through my window. He was delivering to homes around me. He could have started off on my street, went to the next but he went all over the place. Then finally delivered my package. He looked so flustered and mad. He was probably wondering why he couldn't stop at my home first. Then go five homes down, deliver, then six homes down and delivers. No, UPS made him go around in circles. Hugs to our delivery heroes. I am sorry everyone is having such a time. I know it is frustrating. |
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Post by mikklynn on May 1, 2020 12:47:34 GMT
Thanks Matt!! I did respond to the email I got this morning and said that I wasn't accusing ACOT, it's the USPS I'm not trusting! LOL Hopefully we'll see something moving soon! I was just disappointed because if I had known I would have tried someplace else because I really hoped to get the project done this weekend (it was to be a gift). I thought I was ordering in plenty of time. Yeah, normally that would have been more than enough time. Unfortunately we didn't know this was going to be a thing back when you placed your order. I did just post an update on our COVID-19 page to let others know. Sorry we couldn't get you your cardstock in time for this weekend Thank you for taking tbe time to post here, Matt. |
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Post by Mel on May 1, 2020 22:14:24 GMT
Good News!! Our Hobby Lobby opened today and I got some cardstock!! I have been staying in and being good but when I heard they were open, I had to run in while I was out doing my weekly grocery shop(I only go out on Friday mornings). YAY!! I got what I need to finish the project, and a few extra just in case! I mean, you can never have too much cream cardstock, right!? |
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Post by refugeepea on May 1, 2020 23:52:22 GMT
I understand your frustration.
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Post by hop2 on May 2, 2020 18:20:44 GMT
Good News!! Our Hobby Lobby opened today and I got some cardstock!! I have been staying in and being good but when I heard they were open, I had to run in while I was out doing my weekly grocery shop(I only go out on Friday mornings). YAY!! I got what I need to finish the project, and a few extra just in case! I mean, you can never have too much cream cardstock, right!? im glad you will be able to finish that for NSD |
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Post by kiera on May 2, 2020 22:38:57 GMT
I work for a small company in NYC, the heart of Midtown, and we've had similar things happen. We don't print labels until the box is packed, sealed, and ready to go.... but we don't have control over the shipping companies. During this crisis we've had issues getting FedEx or USPS to even pick up our packages at all, so they've sat, labeled and ready, in our office for 2-3 days before they were either picked up or brought to the station by my colleague. Sounds like it's been the same deal for ACOT. I totally understand your frustration, but most often this type of issue is the shipping company's problem and not who you're ordering from |
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Deleted
Posts: 0
May 16, 2024 6:53:47 GMT
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Post by Deleted on May 3, 2020 5:00:34 GMT
PLEASE don't remind me that we're in a crisis and there are more important things to worry about... I KNOW this, but I'm frustrated and just needed to vent a minute and figured the Peas would understand. (((hugs))) I totally understand and there is no way anyone should belittle you by saying those things. Everyone knows what is happening, but that doesn't mean you can't be annoyed with what appears to be a botched shipping job. It sounds like a mix up to me, for sure. Edited to add, pandemic or no, I get so irritated when it says my order has shipped but really they just created the label. I had a store tell me one time that just because it says, "shipped" doesn't mean it actually went out the door. Well, what the heck does it mean then?? That particular place printed a shipping label, but then apparently did not ship the package for quite some time. I use shopify and when you print the shipping label it automatically marks the orders as "shipped". I always get my packages to the post office the same day and a few times i was too late and had to take them the next day, but 99% of the time i ship them the same day I label them. It would be nice if there were a way to have shopify send a notification saying "shipping label has been printed" but then there would be no way to notify you as to when it actually got to the post office. Just letting you know how it works from a store owner's end EDITED TO ADD: We have been very lucky that we haven't seen any delays in our US shipping times. We have had a few international orders take longer than usual though. I think it depends on where you are. I'm near seattle so maybe we are just lucky here, I don't know. |
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Post by Mel on May 6, 2020 13:38:43 GMT
I'm excited to say I got a shipping update! It should be here TODAY! I'll keep ya posted... lol
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Post by hop2 on May 6, 2020 13:40:28 GMT
I'm excited to say I got a shipping update! It should be here TODAY! I'll keep ya posted... lol yay! |
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Post by Mel on May 6, 2020 18:04:48 GMT
It came! The box was beat to h**l but the stuff inside was all fine!
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julieb
Pearl Clutcher
Posts: 2,845
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Post by julieb on May 7, 2020 12:46:19 GMT
I haven't ordered from ACOT for years. Horrible customer service - I ordered 20-30 sheets of My Mind's Eye paper (quite a few years ago) and it came with glitter all over it that was not in description or in the photos. They told me I could return, at my cost. Lost my business.
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Post by artisticscrapper on May 8, 2020 2:17:23 GMT
mel glad you got your package and sorry you had to go through all that. Anyway, enjoy your new goodies.
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I'm ticked because I should have just cancelled the order and tried to order somewhere else while there was still time. I really wanted the cardstock before NSD crops so I could finish the book I'm doing for DD. 
Well, what the heck does it mean then?? That particular place printed a shipping label, but then apparently did not ship the package for quite some time. 
