Order _______ Has Been Sucessfully Shipped...Without All Items...WTF?!?!

ShadowKitten ShadowKitten
Just when I was starting to trust EF after the bad experiences I had during their move to Atlanta, they decide to throw me another curve ball, this time on my largest order ever on one of my most expensive items ever too! I am NOT PLEASED.

After doing a bunch of video reviews and having a chunk of change in points I had over 250 dollars racked up for spending so I went around gathering as many things as I could with that amount, totaling 12 items varying in usage and type, from insertable toys to restraints to gags and even a storage container!

Anyways that was yesterday, today I get the lovely email saying the order has been successfully shipped...being a diligent internet user I check the email anyways and scroll down to find out not only 1 but 2 items had not shipped along with it; one of them being the toy I was craving the most of all!

They had neglected to post the item as out of stock for WEEKS after their Atlanta move, and thus I was down ****'s creek for a Pure Stainless Steel Plug (Large)! The 'free' gift didn't get sent either!

This is now the third time that EF has screwed up on my orders in less than a month and my patience has grown thin with the support staff that you send support tickets to which is why I'm making a thread on this instead of playing their silly email tag games... All but one of them have infrequently replied back, send only one reply a day even if you reply to their messages MINUTES after they've sent you one that day and NEVER reply on Fridays which I guess mean they don't work that day.

I love EF and all the wonderful things it has, but I do need to be honest, sometimes I wonder if the time spent managing all the special stuff detracts from what's really important. As in maybe there should be less people manning the review programs and clubs, and more keeping the shipping/stocking/cust omer service machine well oiled?

Anyways, my question behind all of this epic ranting is, is EF at least TRYING to get their stuff straight when it comes to what's in stock and what's back ordered and all that? Almost every time I want to place an order, something (usually several things) is out of stock or something doesn't make it into my order because listings are inaccurate about the stock; or other bloody silly excuses to why I can't get this item or why something won't be coming until later.

Because I generally have a 1 strike rule with online stores and EF has already hit it 3 times in a short period of time...
I'd like to be able keep recommending EF to all my friends and using it myself, and although I don't consider myself entitled or anything, I think that expecting quality service throughout ALL services under their roof isn't a big stretch for EF to do...

From all the threads I've read during my time here all this quality drop began when Liberator bought EF and has continued up until the current point and I doubt I'm alone in thinking maybe it wasn't a wise decision for them to do after all, merging with a big company I mean.

I'm sorry if this seems like an attack on any one or anything, I really don't aim for it to be...I just really keep getting frustrated with any lack of consistency in service with my orders, I generally am an impatient person as well as one that hates when others waste my time even the slightest; this is not an excuse it's just who I am as a person and although I have tried to change it old habits die hard.

That being said I would like to withdraw the need for the free gift in an effort to fast-track the plug when it arrives instead of muddling about for days and days with a support ticket. I would also like to know when (if this knowledge is available to any staff here) about an order of more of these link Stainless Steel Plugs will be arriving and getting shipped out to back ordered shipments. I was really really looking forward to this toy, especially since it cost me a large chunk of change in points as well as being my very first 'long term wear' plug and my first steel toy too!

/endrant
04/12/2011
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gone77 gone77
I have emailed the Customer Service Manager about this - he will reply soon. I am very sorry to hear about this situation and I understand your frustration.
04/12/2011
Ilya Ilya
Hello ShadowKitten,

We're expecting a shipment of Pure Plugs by Njoy to arrive by the end of this week. It will be shipped out to you the same or next day. Please accept our apologies for the slight delay.
04/12/2011
ShadowKitten ShadowKitten
Wow, I didn't expect such a prompt response, thank you! With support tickets they went back and forth for days before I got a straight answer about much so this is definitely an improvement...while I have you (maybe?) I would very much like the 'how much longer' statuses of link and link the former I did make a thread asking if there were more on the way and it has yet to be answered last check (probably should have stuck it in this sub-forum though).

Again, good on you two for the very prompt responses...One last thing though, is there a user (or multiple) users that have staff level privleges that I can direct Out of Stock inquiries to in the future? Instead of waiting on support ticket responses which almost never solve my issues within under 2 days of back and forth messages (one ticket lasted a whopping 20 messages!) I mean.
04/12/2011
Ilya Ilya
Quote:
Originally posted by ShadowKitten
Wow, I didn't expect such a prompt response, thank you! With support tickets they went back and forth for days before I got a straight answer about much so this is definitely an improvement...while I have you (maybe?) I would very much like the ... More
Both items are on order and are expected to arrive to our warehouse Monday, April 18th. So either Monday or Tuesday you should see it back in stock on EdenFantasys.

We've been working out the kinks in customer service for the past couple of weeks, now our representatives are able to answer most of your questions, including the ones about stock. But you can always message me directly instead if you wish.

Also, could you please message me the number of the ticket you mentioned along with all the others where your issues weren't resolved or you feel like need my attention as customer service manager? I need to take a look and take appropriate actions to make our customer service better!

You can be assured that every issue you mentioned in your posts is being taken care of. Thank you for the feedback!
04/13/2011
ToyGurl ToyGurl
Dear Lord, I thought you meant an empty box with absolutely NOTHING in it. I almost deleted my account!
05/24/2011
kendra30752 kendra30752
Aw! Well, I am so glad to see the wonderful help from lly here! That's nice that you got answers and what seems to be like a person who's VERY serious about pleasing customers. That is always lovely to know.

I understand ya. I haven't really had too many issues except with general help and not getting replies. But I'm so patient with waiting on packages I kinda like the wait! Lol. It gets me all excited. But, I'm glad your stuff was resolved. Whew!
05/24/2011
toxie m toxie m
Quote:
Originally posted by ToyGurl
Dear Lord, I thought you meant an empty box with absolutely NOTHING in it. I almost deleted my account!
That's how I read it, too! Baha
05/24/2011
kelaaa33wish kelaaa33wish
It's nice that they are taking care of the issues. I haven't had any trouble with anything at all on Eden.
05/24/2011
Scorpionwally Scorpionwally
I just picked up my parcel sent from edenfantasys to review I got it home opened the nice up and it was empty , just some brown packing paper and the payslip with the items details. Has anyone else had this problem because my wife and I was really excited to try it out and then send in a review
07/02/2012
Ilya Ilya
Quote:
Originally posted by Scorpionwally
I just picked up my parcel sent from edenfantasys to review I got it home opened the nice up and it was empty , just some brown packing paper and the payslip with the items details. Has anyone else had this problem because my wife and I was really ... More
Please get in touch with customer service today. We will take care of you.
07/03/2012
Total posts: 11
Unique posters: 8