Really annoyed at a scrapbook store-update OP

That’s annoying. I love my not-so-local store( it’s 5 hours away, in another state.) . The owner is awesome and has great customer service. I just placed an order and she was out of 1 thing , but emailed to let me know she was getting it back in stock in about a week and asked if I wanted to wait. She pulls things as soon as you order so she doesn’t sell it to anyone else. 

If you already paid for the items, they should have been reserved for you. They already had your money, so I don't understand why they sold the items twice and then refunded your money. That's not a good way to do business. I would definitely let customer service know that you're not happy, and I probably wouldn't pre-order anything from them again. (I don't pre-order anyway.)

Anything we can try to help you find kmage ?

I always place as many y orders as needed to keep pre orders together and current in stock items together.

I have had items go OOS when waiting for pre oder once so that is why I do it the way I do.

Plus two sites I order from suggest separating orders for that reason.

I've had that happen to me and I have only done one preorder since that happened a few years ago and I kept the preorder separate from my other order. Once bitten, twice shy I guess.

But, since you PAID for the items they definitely should have boxed them up until your preorders arrived. Like others have said, definitely send them an email and complain.

You ordered " months ago" and now it's not in stock? Yes, I would definitely call them and complain. That's not right; I'd be upset, too, especially over items I was looking forward to receiving. ETA, After re-reading, I'm surprised that they didn't send you the items that were already in stock. I don't usually pre-order so maybe there's a different policy. If so, then the customer should be informed so you can place 2 orders or purchase the in-stock items elsewhere.

kmage Some items from Piece Craft Love - use " Tamarasentme10 " for 10% off your order - piececraftlove.com/search?type=product&q=cocoa+vanilla+legendary


I couldn't find any paper.  

I'm sorry. That is the worst! And shame on them for not holding the items you ordered aside for you. That's just plain incompetence. One time I placed an order and they shipped it and sent me an email, sorry xyz is oos. Here's your $ back. But I only ordered two things and swallowed the high shipping. Instead they didn't give me a choice to add something else and they didn't decrease my shipping. I've only given them my business once since then and even then I had to hold my nose. I just don't like that kind of business etiquette.

I'm sorry that happened to you, kmage. I'd be frustrated, too. I've ordered preorder items and in stock items together and never considered that the in stock items wouldn't be set aside for me. I understand your choice to not mention the store but if you change your mind please let us know. I'd like to know which store has a policy like that. It could save us a lot of frustration.

Hi kmage (and everyone) - I saw your email in our inbox so unfortunately it looks like this was from us. So sorry for the trouble. It's late here so I'll send over a reply in the morning and see if we can work something out. Cocoa Vanilla looks to be sold out of the Legendary Accessory Stickers we shorted you but I'm checking with them to see if they have any extras laying around as we have an order from them scheduled to ship any day now.

We of course reserve items for you in our system as soon as the order is placed and don't allow them to be sold to anyone else. In some rare cases an inventory counting error creates a situation where we don't have a product on the shelf that we thought we did and we end up having to refund for it. It could have been a miscount at any point in the process (from the manufacturer or from us when we received it), maybe something stuck together and we accidentally shipped two to a different customer, maybe one was damaged and inventory didn't get updated, etc. For what it's worth, this is the thing that I like least about taking pre-orders and I'm always trying to think of ways we can avoid this happening. We recently updated our inventory algorithm to count new and popular items more frequently and I'm going to take another look at that this week. Someone mentioned physically pulling items off the shelf, but with the number of pre-orders we have at any time, that just isn't feasible unfortunately.

At any rate, if you order something that we have in stock then you should get it regardless of when your order ships and I'm sorry we couldn't do that for you this time.

I hear you and respect your position -- but, we can't have it both ways.  Often we (collectively) wonder why "they" don't listen to us in regard to design matters -- less pink, fewer critters, more like Basic Grey, why can't we get foldable, etc..  I've always rather expected companies to use 2Ps like a free "focus group" -- there really aren't very many other places to get the range of views and expertise that can be found here.  So ... maybe they are.

And - frankly - I think most everyone rather knew you were talking about ACOT. I certainly did!

And with shipping issues and international port issues, while a company may tell a store you are getting xyz, that may not happen thanks to Covid. So these issues are still popping up. Yeah it stinks to not get product you paid for, but you were reimbursed and not charged for non product. It happens a lot. It happens sometimes when I pay for items are Target or Best Buy, or Albertsons or JC Penny. Not all store systems are updated and there can be issues with their store systems.

I agree with this.
ACOT has excellent customer service. Matt did not disclose any of your personal information in his reply to you.

You put your complaint out there on this message board. Matt addressed you (and us all) via your user name, to explain the how and whys of when an issue accidently happens. In his post he specifically said they received your complaint/inquiry and he would contact you via his companies website to help resolve this and to try to make it right.

This is not the first time you've called all a company in regards to a problem with your order. The previous time, the company in question did put your personal information out there, by addressing by your given name instead of your user name.....and you were completely justified in regards to being upset and angry.

In this current situation, I think you are wrong.
Mistakes happen. In every part of life, personally and in business mistakes happen. Life isn't perfect. People are not perfect. Businesses are not perfect.
Matt and ACOT did NOT stalk you on here, he simply used his common sense and realized his company was the guilty party.
You and the rest of us were given an "in general" reply here as to how mistakes like this happen, then you were contacted privately to help resolve your issue and to make it right. 
I personally, think Matt and ACOT handled this very professionally. 

I am a customer of ACOT and will absolutely be shopping will them in the future.
Kudos to Matt and ACOT for his/their professionalism and attempting to make this right.

There were no "details blasted".
No given name, no address, no email, no phone number, no invoice of exactly what was ordered, no details of what was offered to make it right or for future compensation.

The only "details given" were an in general explanation of how and why mistakes sometimes happen.

If something is posted on a public venue.....acting on behalf of ones company or place of employment (especially when doing so in a very professional manner), to let the original poster know that your company will be in touch privately in regards to their issue or situation, should be commended...I would consider that excellent customer service.
Happens all the time,  in various companies reviews on their website or on social platforms.....someone posts a negative review or comments and a company representative replies with a comment of "please contact out customer service, so we can help you resolve your issue (no personal details given)".
That's is what good customer service is all about.