Displeased With New Shipping/Having Trouble With A Return

Nezzie13 Nezzie13
As the title implies, this is part rant, part request.
First I'd just like to add my voice to those that have been pointing out the problems with the bubble envelopes. I tried to post in the "Unsafe Shipping" thread link to share my experience but the reply button at the bottom is gone(I've never seen that before and I'm a bit confused. Is there a limit to the number of responses a thread can have?), so I'll just share it here. I ordered the Tantus O2 Flurry and added the three free gifts. It all came in a white bubble-lined envelope. The Tantus packaging is meant to display the dildos, not to build things with, so the outer packaging was horribly dented and it was actually split down one side.
Split Side

Dented Corner
It may be a bit shallow, but I don't like seeing my packaging beat up like this, even if I'm going to recycle rather than keep it. Still, Tantus puts the actual dildo inside of a clam shell within the outer box, so I figured my Flurry would be fine. It's not. I didn't wash it right away since I wanted to compare its size to my Mark so I took it out of the clam shell and sat them side by side... only to notice a nick near the Flurry's base.
Nick/Base
Nick

It's very small and difficult to take a picture of, especially with nothing but a phone, but I assure you it's there. I tried to show just how close to the base it is in the first picture. I considered keeping it since I wouldn't be inserting that part, but I quickly decided against that. As I said, though the thin outer box was beat up, the clam shell was completely intact, yet the Flurry I received had clearly come into contact with something sharp to puncture the silicone, even as shallow as the wound is. None of my other Tantus toys (and I have several!) have ever arrived damaged, and I know that Tantus takes great pride in their quality toys.

So I decided to return it. I've heard great things about Eden's return policy and while I don't want to be a bother, I feel I have a very valid reason for requesting a replacement. Plus I've never used it, only handled it for comparisons and photos. I've read and I fully understand the return policy and I completed the return request, but then I had a horrible realization. These white envelopes (apparently called "air jackets") are sealed shut on one end. The end that I opened to retrieve my order, and I have no clue how to reseal it! Obviously with a box I'd just tape it back up, and go about my merry way, but with an *air jacket*, that's not an option! I am a 20 year old woman that's frequently mistaken for 16; I have absolutely no intention of going into a UPS with only a duct taped air jacket hiding my banged up dildo so the entire staff can get a good laugh at my expense. (Eden's return policy seems to be saying that the return slip goes on the package you were sent.)
I don't want to call UPS or EF or anyone else today (it's a Saturday afternoon), and even if I did my phone's on the fritz. I already submitted the return request, I just need advice on how to get the damaged Flurry to Eden without further aggravation.
Oh, and please no "File a support ticket" comments. After searching the forums and finding no less than 4 threads discussing slow responses I really doubt it will help.
06/09/2013
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ImaGodiva ImaGodiva
Quote:
Originally posted by Nezzie13
As the title implies, this is part rant, part request.
First I'd just like to add my voice to those that have been pointing out the problems with the bubble envelopes. I tried to post in the "Unsafe Shipping" thread link to share my ... More
I filed a support ticket regarding a return on 6/6 at 7:43pm, and had a reply (from a person, not automated) on 6/7 at 9:44am.

I would think you could wrap the toy in whatever you have to disguise its shape if that's a concern, then tape it with packing tape or your duct tape. Or, find a different box to use? If you don't have one, you can probably go to UPS without your item, and ask for a box.

You don't have to send it back in the exact bag/box that it was send to you in. They just want to make sure you send the toy's packaging. I have a recent packing slip that was included in a shipment that came in one of those bags, and it says:

"Put the products in their original packaging in any box.
Include your return receipt in the same box.
Attach the UPS return shipping label."

Interestingly, as an aside, my last two orders came in boxes, not bags.
06/09/2013
Nezzie13 Nezzie13
Quote:
Originally posted by ImaGodiva
I filed a support ticket regarding a return on 6/6 at 7:43pm, and had a reply (from a person, not automated) on 6/7 at 9:44am.

I would think you could wrap the toy in whatever you have to disguise its shape if that's a concern, then tape ... More
Thank you for replying. I'll just get a box for it in that case. Do you mind me asking what shipping option you chose? I quite prefer the boxes.
06/09/2013
PassionateLover2 PassionateLover2
Quote:
Originally posted by Nezzie13
As the title implies, this is part rant, part request.
First I'd just like to add my voice to those that have been pointing out the problems with the bubble envelopes. I tried to post in the "Unsafe Shipping" thread link to share my ... More
If you were trying to link 'Golden Lion' thread, here is another link, Unsafe Shipping, Watch Out Guys. I tried to click on your link, but it came up as an error. Maybe this was what you were looking for.
06/09/2013
Lildrummrgurl7 Lildrummrgurl7
The administrator(s) closed the original thread started by Golden Lion. Hmmm...interesting, right?

On June 3rd, Stormy wrote "I checked in, everything should be good from here on out. If you've placed an order before today, there's a chance it may arrive in envelope, if anything is damaged please submit a support ticket to have it replaced!."

I placed an order on June 5th via USPS Priority. It was $300+ worth of merchandise. Of course, it came packaged in a bag, even though we were told they wouldn't be using bags anymore. When I pay for priority shipping, I don't like to see a dirty, beat up bag. When I opened the bag, one of my boxes was beat to hell. Of course, that was the one item I ordered as a gift. I won't be returning it because I don't trust the replacement to come packaged properly either. Thankfully, the actual item itself wasn't damaged but the packaging looked like crap. What a great way to give a gift, eh? Thanks for that one....
06/09/2013
SMichelle SMichelle
Hmm... so still shipping some things in bags, it seems.

I placed a fairly large order last week, containing mostly lingerie, but also a clitoral vibe and a finger vibe. That arrived packaged in a HUGE box. I mean, my order literally took up less than 30% of the box.
06/09/2013
js250 js250
You do not have to return the item in the original exterior packaging--just the item packaging. You can use a different box or package to return the item in...You also need to print the return label and either use a label paper or use clear packaging tape to seal it onto the box.
06/09/2013
Nezzie13 Nezzie13
Quote:
Originally posted by PassionateLover2
If you were trying to link 'Golden Lion' thread, here is another link, Unsafe Shipping, Watch Out Guys. I tried to click on your link, but it came up as an error. Maybe this was what you were looking for. ... More
That is exactly what I was trying to link to. Thank you!
06/09/2013
Nezzie13 Nezzie13
Quote:
Originally posted by SMichelle
Hmm... so still shipping some things in bags, it seems.

I placed a fairly large order last week, containing mostly lingerie, but also a clitoral vibe and a finger vibe. That arrived packaged in a HUGE box. I mean, my order literally took up ... More
Do you mind telling me what shipping option you chose? I can't figure out what makes the difference since it's not the size of the order.
06/09/2013
Nezzie13 Nezzie13
Quote:
Originally posted by Lildrummrgurl7
The administrator(s) closed the original thread started by Golden Lion. Hmmm...interesting, right?

On June 3rd, Stormy wrote "I checked in, everything should be good from here on out. If you've placed an order before today, ... More
What do you mean they closed it? Why?
My Flurry was ordered May 31, so it was before she said that, but I assumed with it being such a bulky item (inside its packaging) I'd get a box. Even so, I can't believe your order came in an air jacket! You went for priority shipping, that implies both speed *and* care. I'm glad nothing was damaged. It was bad enough to see my Tantus box was all banged up, but when I saw the toy itself wasn't safe
06/09/2013
SMichelle SMichelle
Quote:
Originally posted by Nezzie13
Do you mind telling me what shipping option you chose? I can't figure out what makes the difference since it's not the size of the order.
I used USPS priority.
06/09/2013
Geogeo Geogeo
Quote:
Originally posted by Lildrummrgurl7
The administrator(s) closed the original thread started by Golden Lion. Hmmm...interesting, right?

On June 3rd, Stormy wrote "I checked in, everything should be good from here on out. If you've placed an order before today, ... More
Same here. Bought Kegel balls that came in a box, to give as a gift, and the box was beat up to hell because of the ridiculous new envelope packaging. And since I'm in Canada, it costs me more than the item is worth to return it (and Eden only pays me back for the actual money I spend on shipping it back in Edenpoints, which don't pay my bills).
06/09/2013
Geogeo Geogeo
Quote:
Originally posted by Lildrummrgurl7
The administrator(s) closed the original thread started by Golden Lion. Hmmm...interesting, right?

On June 3rd, Stormy wrote "I checked in, everything should be good from here on out. If you've placed an order before today, ... More
It was also said that only packages containing glass or liquids would be in boxes--not everything else, which can obviously still get damaged and become useless as gifts, such as in my case.
06/09/2013
Zombirella Zombirella
I don't want to kick up more trouble, but I made orders after that and both were sent in bags. My Vitality....it's sharp and I'm shocked it didn't rip the bag! It was fine, however, my Ako box was crushed. My Pyxis came in with a small bottle of lube. It was in a bag, pulled tightly closed. Nothing was wrong with that package.
06/09/2013
Nezzie13 Nezzie13
Quote:
Originally posted by Zombirella
I don't want to kick up more trouble, but I made orders after that and both were sent in bags. My Vitality....it's sharp and I'm shocked it didn't rip the bag! It was fine, however, my Ako box was crushed. My Pyxis came in with a ... More
It's not kicking up trouble, it's sharing your experiences. That's a big part of what Eden's all about, and it takes both good and bad to get the full picture. Do I think all of EF's shipping is horrible? Not at all (in fact the Flurry I ordered arrived several days early!), I just don't like the air jackets. But it would be irresponsible to constantly applaud the good (your package won't say "Big Dong-R-Us") and yet say nothing of the negatives (that package may be a flimsy bag).
06/09/2013
ImaGodiva ImaGodiva
Quote:
Originally posted by Nezzie13
Thank you for replying. I'll just get a box for it in that case. Do you mind me asking what shipping option you chose? I quite prefer the boxes.
They were was USPS Priority, placed last week.

I did have an order shipped on 5/29 by USPS Priority that was in a bag.
06/09/2013
ImaGodiva ImaGodiva
Quote:
Originally posted by SMichelle
Hmm... so still shipping some things in bags, it seems.

I placed a fairly large order last week, containing mostly lingerie, but also a clitoral vibe and a finger vibe. That arrived packaged in a HUGE box. I mean, my order literally took up ... More
Me too! My order was only $125, and it included something fairly large, but the box I got was at least twice as large as it needed to be, and the shipping amount on it was $32!!
06/09/2013
PassionCpl PassionCpl
I'm really glad you started this thread since I've wondered the same. I knew we could use our own packaging if we needed to, but always hung onto my boxes until I was sure I didn't have anything to return (even though I rarely return anything).

And as an FYI, I made an order that included a Jopen cock ring on Wednesday June 5th that came yesterday (Saturday 8th) in an envelope. Thankfully everything in the envelope was fine, but I was expecting a box since the matter was apparently 'cleared up'.
06/09/2013
evanescentowl evanescentowl
I got my last package in an envelope too. Luckily nothing in it broke but I'm worried for when I get glass or other high-quality toys. D:
06/09/2013
Woman China Woman China
Ok... just a quick point... I've not read this whole thread so I am not sure if it has been said.

EF does not work weekends.

I place an order on Friday, it is sent out my Tuesday morning while I am still sleeping. I send a support ticket on a Friday, sometimes I do not hear back till the following Wednesday.

Let us know how this all turned out, and sorry I couldn't be a better help!
06/09/2013
Woman China Woman China
Quote:
Originally posted by Geogeo
Same here. Bought Kegel balls that came in a box, to give as a gift, and the box was beat up to hell because of the ridiculous new envelope packaging. And since I'm in Canada, it costs me more than the item is worth to return it (and Eden only ... More
I know... that annoys the heck out of me. If an item is damaged or defective, as an international customer, I have to pay out of pocket to return it for a replacement. And I am reimbursed in points. When a friend bought me a toy, he paid with credit card for the total amount, and it was defective. I was reimbursed with points for the shipping.
06/09/2013
VeganChick (is Gone) VeganChick (is Gone)
Quote:
Originally posted by ImaGodiva
Me too! My order was only $125, and it included something fairly large, but the box I got was at least twice as large as it needed to be, and the shipping amount on it was $32!!
Something is clearly not going right in the shipping department.
06/10/2013
VeganChick (is Gone) VeganChick (is Gone)
Quote:
Originally posted by Lildrummrgurl7
The administrator(s) closed the original thread started by Golden Lion. Hmmm...interesting, right?

On June 3rd, Stormy wrote "I checked in, everything should be good from here on out. If you've placed an order before today, ... More
How very disappointing. I don't think EF is going to stop the bags. They should at least change their Privacy Policy if this is what they are going to be doing from now on. It doesn't make them look honest to say they are going to ship in boxes and then ship in bags instead.
06/10/2013
ImaGodiva ImaGodiva
Quote:
Originally posted by VeganChick (is Gone)
Something is clearly not going right in the shipping department.
Sorry, I just realized that what I said might mislead someone, I didn't pay the $32, I got free shipping. Eden paid the $32.
06/10/2013
GONE! GONE!
Yep, they closed my thread because they wanted people to think the problem was solved when clearly it hasn't been. Thanks for keeping the spirit alive, guys. I'm happy to see people standing up as customers and not letting censorship get them down.
06/10/2013
Nezzie13 Nezzie13
Quote:
Originally posted by Woman China
Ok... just a quick point... I've not read this whole thread so I am not sure if it has been said.

EF does not work weekends.

I place an order on Friday, it is sent out my Tuesday morning while I am still sleeping. I send a support ... More
I wasn't sure. I know some people have had things shipped out on weekends during big sales like Black Friday and such, but that's the exception. EF is here in America, so I wouldn't expect their phone line to be 24 hours since most call centers are overseas.
I've seen your posts in the forums and I read your blog a bit, and I know you're a really loyal EF customer/contributor, but it seems like international customers aren't a big priority for EF. I'm not sure why, but it seems to me that it's easier for those of us in the US (and maybe Canada?), so I tip my hat to you!
06/10/2013
Nezzie13 Nezzie13
Quote:
Originally posted by VeganChick (is Gone)
How very disappointing. I don't think EF is going to stop the bags. They should at least change their Privacy Policy if this is what they are going to be doing from now on. It doesn't make them look honest to say they are going to ship in ... More
I concur.
06/10/2013
Nezzie13 Nezzie13
Quote:
Originally posted by GONE!
Yep, they closed my thread because they wanted people to think the problem was solved when clearly it hasn't been. Thanks for keeping the spirit alive, guys. I'm happy to see people standing up as customers and not letting censorship get them down.
That's actually a bit disturbing. Better to leave it us so we can all discuss how things have been rectified-if and when they actually are.
06/10/2013
bratcat bratcat
Wow i'm very surprised by all of this, as it seemed the problem was getting fixed, but apparently not. I placed an $85 order around the 6th, consisting of 4 items an the two free gift bundles offered, using USPS priority. It came Saturday the the 8th two days before i expected to. My mother intercepted the package as it was her day off, luckily it came packed as all my previous orders have, in a cardboard box with paper filling. The reason i feel my order came in a box opposed to a bubble mailer is because of the amount of items i had, but this may not always be the case.
Personally i wouldn't mind a bubble mailer for items such as lingerie, since those can't easily get damaged by being tossed around by the mail man - and many clothing companies already ship items this way. However, a lot of people gift items or use the items original packaging for storage and i think when it comes to the toys EF is shipping out they should take that into consideration since it's obvious that the bubble mailers their sending items in is damaging the toys packaging. Lube and massage oils, if sent out in a bubble mailer, should be individually wrapped in plastic bags since their likely to get bumped around in those flimsy bags.
This is a very big upset for the community since many feel the bubble mailers arnt the most discreet or because items can easily get damaged while in them (which includes the items original packaging).
06/10/2013
jr2012 jr2012
I am wanting to place an order, but am disturbed by this issue like the rest of you. I wish we could get some clarity on this soon, otherwise I might not order at all!
06/10/2013
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