Submitted 3 support tickets with no response. What should I do?

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Submitted 3 support tickets with no response. What should I do?

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Contributor: KinkyKatieJames KinkyKatieJames
As the title says, I have an order for which I have submitted 3 separate support tickets. I've spread them out over time, hoping that someone would reply. However, the order is almost 2 months old now and I still haven't received a response.

This is the first time that this has happened to me. I submitted a support ticket regarding another order and received a response within a day or two. However, with this particular order, I get absolutely nothing.

Does anyone have any suggestions as to what I should do? I'd really appreciate it!
06/07/2013
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Contributor: Ms. N Ms. N
Quote:
Originally posted by KinkyKatieJames
As the title says, I have an order for which I have submitted 3 separate support tickets. I've spread them out over time, hoping that someone would reply. However, the order is almost 2 months old now and I still haven't received a response. ... more
As I understand it, Eden customer service has taken some personnel hits too, so it may be that no one is getting the message. Try sending Stormy a PM, and even if she cannot personally answer your question, she should be able to direct it to the right person.
06/07/2013
Contributor: surreptitious surreptitious
(Review Program Mentor)
If you can give them a call, I have always gotten a quick response to order-based questions. I mean, you might have to wait on hold for twenty minutes, but since it's something to do with an order, definitely call them (the number's 1-888-506-5516).
06/07/2013
Contributor: Mr. John Mr. John
I've never experienced a problem with replies. That said, I do think that surreptitious is correct with suggesting you call the 1-888-506-5516 number.
06/07/2013
Contributor: js250 js250
I would call or there was a contact on a post a few weeks ago for orders...
06/07/2013
Contributor: KinkyKatieJames KinkyKatieJames
Thanks everyone. :-D I'll give them a call. Why didn't I think of that?
06/07/2013
Contributor: Woman China Woman China
Because this is an online store!!! I know I always forget about calling the store when I do anything online.
06/07/2013
Contributor: VeganChick (is Gone) VeganChick (is Gone)
I've had a couple of tickets go unanswered. One I was able to ask Stormy about, but the other still hasn't been responded to. I called today and after waiting on hold for 10 minutes they forwarded me to voicemail. I just want to know if the wipes are cruelty-free and vegan.
06/08/2013
Contributor: eri86 eri86
Quote:
Originally posted by VeganChick (is Gone)
I've had a couple of tickets go unanswered. One I was able to ask Stormy about, but the other still hasn't been responded to. I called today and after waiting on hold for 10 minutes they forwarded me to voicemail. I just want to know if the ... more
Have you tried researching those wipes on other sites to see if they have the information about the wipes?
06/08/2013
Contributor: *Camoprincess* *Camoprincess*
If you have responses for one support ticket toss in there that you have another ticket unanswered and ask the question there. I miss the customer service rep I used to always work with. Very fast with responses and resolutions I hope you are able to get it situated
06/08/2013
Contributor: TJax TJax
Quote:
Originally posted by KinkyKatieJames
Thanks everyone. :-D I'll give them a call. Why didn't I think of that?
Cause it's totally weird calling a website that doesn't have a brick and mortar store
06/08/2013
Contributor: surreptitious surreptitious
(Review Program Mentor)
Quote:
Originally posted by eri86
Have you tried researching those wipes on other sites to see if they have the information about the wipes?
I believe that VeganChick is talking about the EdenFantasys brand wipes, which would likely be rather difficult to research off-site.

Some of the reviews may address this, though - if support can't be contacted (or doesn't know, which is honestly quite likely the case here: any time I've asked them about things other than orders, I've been told that they are not sure), it may be worth the time to flip through the reviews.

I guess that calling occurred to me because I do a lot more online shopping than I do in-store. xD
06/08/2013
Contributor: Screaming Violet Screaming Violet
Everyone bar two or 3 key people have all been let go. There simply isn't anyone there to answer your calls/service tickets etc

I think Stormy might be the only one left.

Eden is going out of business, they are hemorrhaging cash in such a way that they can't recover.

Cash out your points asap before there is nothing left to buy. As EF can't pay their bills suppliers will not send them products- that's why so many products are out of stock.

Eve's bitten into the apple and Eden is falling.

But I'm pretty sure my response will disappear - or get me banned for speaking up and sharing the truth.
06/08/2013
Contributor: Zombirella Zombirella
Quote:
Originally posted by Screaming Violet
Everyone bar two or 3 key people have all been let go. There simply isn't anyone there to answer your calls/service tickets etc

I think Stormy might be the only one left.

Eden is going out of business, they are hemorrhaging cash in ... more
If this so, then I'm stumped as to why things HAVE been restocked, I've seen it happen since then because things I wanted were out and then came back in. There have also been new things added to the product search.....and I have seen high end items like Jopen, LELO, We-Vibe, ect get restocked.....
06/08/2013
Contributor: VeganChick (is Gone) VeganChick (is Gone)
Quote:
Originally posted by surreptitious
I believe that VeganChick is talking about the EdenFantasys brand wipes, which would likely be rather difficult to research off-site.

Some of the reviews may address this, though - if support can't be contacted (or doesn't know, which ... more
There are over 100 reviews... there has got to be an easier way.
06/08/2013
Contributor: Wicked Wahine Wicked Wahine
Quote:
Originally posted by VeganChick (is Gone)
There are over 100 reviews... there has got to be an easier way.
I sent you a PM on how to search the review part of the site via Google to find it.
06/09/2013
Contributor: Screaming Violet Screaming Violet
Quote:
Originally posted by Zombirella
If this so, then I'm stumped as to why things HAVE been restocked, I've seen it happen since then because things I wanted were out and then came back in. There have also been new things added to the product search.....and I have seen high end ... more
the big brands that are multi national & can afford to continue stocking items despite 3 months of unpaid invoices are getting re-stocked but the smaller companies and niche brands such as nobessence aren't.

But don't take my word for it - Investigate for yourselves....

Eden lost $150k in April and much more since.

A large number of staff have been laid off and not replaced - thus no one to answer phones &/or support tickets, when was the last time someone other than stormy appeared on the forums or represented the company in any way shape or form? And stormy is most likely getting paid in giftcards or points.

A year ago you would get 5 or more staff members chiming in on a post such as this. For a site that is all about its community doesn't it feel like the community is being left hanging??

Honestly cash out your points as they will soon be worthless, theres not much left of this spiral for eden to fall down
  •   (1)
    This is unacceptable / Against the Expectations of Conduct
06/09/2013
Contributor: Screaming Violet Screaming Violet
Quote:
Originally posted by Screaming Violet
the big brands that are multi national & can afford to continue stocking items despite 3 months of unpaid invoices are getting re-stocked but the smaller companies and niche brands such as nobessence aren't.

But don't take my word ... more
May I ask why my post is deemed offensive?

I am not trying to hurt anyone or be offensive and I apologise if I've hurt someone, that is not my intent.

I simply wanted to let people know exactly what is going on.

If I get banned for revealing facts - well that says more about Eden than about me
06/09/2013
Contributor: Wicked Wahine Wicked Wahine
Quote:
Originally posted by Wicked Wahine
I sent you a PM on how to search the review part of the site via Google to find it.
Edit: Never mind, after going through a ton of those review hits for you, I didn't see if these are vegan & cruelty free, sorry. So, I didn't send the PM & gave up.
06/09/2013
Contributor: Zombirella Zombirella
Quote:
Originally posted by Screaming Violet
the big brands that are multi national & can afford to continue stocking items despite 3 months of unpaid invoices are getting re-stocked but the smaller companies and niche brands such as nobessence aren't.

But don't take my word ... more
I don't know, I've heard reasons for both arguments. I guess we'll just have to see what happens. If its true, then looks like I'll be done reviewing altogether
06/09/2013
Contributor: Screaming Violet Screaming Violet
Quote:
Originally posted by Zombirella
I don't know, I've heard reasons for both arguments. I guess we'll just have to see what happens. If its true, then looks like I'll be done reviewing altogether
Have you ever thought about starting your own blog Zombirella?

It's actually incredibly sad that Eden is facing its demise, and although I haven't actively participated in the forums for well over a year or so due to the mass of spam, but I have long participated in their blogger programs and will miss that. I will also miss the income.

I've lost a lot when other companies went under whilst owing me affiliate commissions and want others to have an opportunity to cash out whilst it is still an option.
06/09/2013
Contributor: VeganChick (is Gone) VeganChick (is Gone)
Quote:
Originally posted by Wicked Wahine
Edit: Never mind, after going through a ton of those review hits for you, I didn't see if these are vegan & cruelty free, sorry. So, I didn't send the PM & gave up.
I heard back from someone via phone today. For the record, the glycerin is plant-based and they are not tested on animals. Happy girl, I am.
06/14/2013