John de Terre Neuve | 13 Sep 2016 10:37 a.m. PST |
I ordered the Congo package on August 8th from Foundry and have yet to get it. I have emailed 3 times over the last week without getting a response. I hate to start a paypal dispute process as I have had no problems with Foundry in the past. Anyone having similar problems? John |
Winston Smith | 13 Sep 2016 10:43 a.m. PST |
No. I got 8 packs delivered a few weeks ago across the Atlantic. From order to delivery was 9 days. |
M C MonkeyDew | 13 Sep 2016 11:28 a.m. PST |
Try phoning? I recently had an order shipped in two packages and one arrived within a week and the second, or rather the 1st ( 1 of 2) arrived almost two weeks later. Emails were quickly answered. Maybe yours has not gotten through somehow? Bob |
John de Terre Neuve | 13 Sep 2016 11:49 a.m. PST |
I am not sure how reasonable it is to phone the UK from NA. I have sent emails to both their addresses (sales and customer care). I am not really sure why the onus is on the buyer to make sure emails go through and orders are fulfilled. They did take the money. John |
FreddBloggs | 13 Sep 2016 12:12 p.m. PST |
Onus is on the buyer to ensure emails get through, otherwise the seller may well have no clue there is an issue. |
Cornelius | 13 Sep 2016 12:15 p.m. PST |
Why would it not be reasonable to 'phone the UK -just do it at a time when the are likely to be at work. |
Mako11 | 13 Sep 2016 12:23 p.m. PST |
I had some stuff from the UK take about 30 days for delivery, so they are doing more shipping inspections than normal, which takes time. |
robert piepenbrink | 13 Sep 2016 12:32 p.m. PST |
Check with your international phone service provider. Rates to the UK CAN be quite reasonable--but sometimes only if you set it up in advance. You don't want to buy something and then find out how much it costs. |
John de Terre Neuve | 13 Sep 2016 2:11 p.m. PST |
lol, I hate speaking on the phone. Onus is on the buyer to ensure emails get through, otherwise the seller may well have no clue there is an issue. That makes me laugh even more. And how am I supposed to ensure that emails get through. I suppose that the Paypal dispute process would make sure that the message got through. John |
Doctor X | 13 Sep 2016 2:58 p.m. PST |
They did take the money. I don't know anyone who has Paypal that has it set up to not accept money. Kind of the whole reason to have Paypal. |
John de Terre Neuve | 13 Sep 2016 3:58 p.m. PST |
I don't know anyone who has Paypal that has it set up to not accept money. Kind of the whole reason to have Paypal Some companies send a paypal invoice when they are ready to ship. But it is not a big deal one way or other as the paypal dispute mechanism works quite well. But I am not trying to send up Foundry as I have a good service from them in the past and am trying to find a reason not to go through paypal. The reason for my post was to find out if they were having some problems recently…..are they sick…..hurt in accident…. buildings burned down…zombie attack……you know that sort of thing. What I have found out so far is that I should make an overseas call or that it is my responsibility get Foundry to read my emails. I would just like to have the Congo starter set I ordered. John |
cry baby joe | 13 Sep 2016 4:31 p.m. PST |
I had the same problem that you did. I emailed them several times and no response. I disputed the charges with Paypal. Good luck John. Joe |
D A THB | 13 Sep 2016 5:58 p.m. PST |
How about having some faith that they will come through with your order. Congo is new out so they are probably swamped with orders and are having to cast quite a few ranges. Would be nice of them to respond to emails though. |
Winston Smith | 13 Sep 2016 7:07 p.m. PST |
There's a whole lot of onus to go around here. |
rustymusket | 13 Sep 2016 7:17 p.m. PST |
My last order took 5 weeks. When I emailed Foundry, they replied to me. Good luck! |
FreddBloggs | 14 Sep 2016 1:25 a.m. PST |
I was just answering you question of why it is up to you to inform them of an issue, that was all. I know from experience emails can and do go astray. Perhaps an old fashioned airmail letter with you know, a stamp? |
John de Terre Neuve | 14 Sep 2016 4:12 a.m. PST |
VERY SATISFACTORY RESOLUTION (it looks like it was sickness!)
Hi John Sorry for the delay in getting back to you; we've had three staff off this last week so are a little behind. Unfortunately there seems to be a glitch with the payment system as you will see from the attached copy of your order that it is showing as Payment Incomplete. This means that the order wasn't printed so hasn't been dispatched. However, I have also seen your receipt showing that payment was actually made and it is indeed showing up in our PayPal account. This kind of error is very rare and we can only guess that there is a glitch at the precise moment that PayPal says that a customer has paid or not and might be due to something like a power cut or surge at that moment in time. So our apologies for the mess up. I'm having your order sent by TNT express delivery so it should reach you within a few days and I'll let you have the tracking number later today or tomorrow when it is on our system. Just so that you know, starting a complaint with PayPal wouldn't shut down a businesses' access to PayPal. What it does is place your funds on hold for a few days pending our response and resolution of the complaint. We appreciate that this is very frustrating and can only apologize for any inconvenience. Hope you enjoy CONGO when it reaches you. Best wishers Diane Ansell Perhaps an old fashioned airmail letter with you know, a stamp? Fred, you are a trip. John |
Condotta | 14 Sep 2016 10:58 a.m. PST |
John, good post informing the group. Glad all is well. Let us know how you like Congo when the parcel arrives. |
piper909 | 14 Sep 2016 12:58 p.m. PST |
Glad to read that this has been resolved happily. I am NOT surprised to learn that a computer glitch was involved. isn't almost a given these days? (Wait until self-driving cars come on the scene, then things will get even jollier!) Our local mail delivery service from the US post office has become so bad, I'm always paranoid about expected deliveries now, so much mail in this neighborhood has been misdelivered or never arriving, despite repeated and frequent complaints to the authorities. When you say you paid for something and the seller says they shipped it, but it never turns up, that's when things become messy and aggravating. (Tracking isn't always available.) |
BrigadeGames | 19 Sep 2016 11:34 a.m. PST |
The standard way PayPal is setup in a webstore is that you get transferred to paypal to complete the payment and then you are transferred back to the webstore to complete the webstore purchase. Sometimes, customers do not wait for the transfer back to the webstore to complete the order. If this happens, there will be no order generated in the webstore but the paypal payment would still be taken. So unless someone is monitoring every payment in paypal every day, it may not be noticed that there is no matching order. |
John de Terre Neuve | 20 Sep 2016 5:26 p.m. PST |
Package received today, very nice. Complimentary figures included. Many thanks Foundry. John |