The MLP Arena
TCB => Trader & Shipping Support => Topic started by: STLGusty on October 23, 2013, 01:39:41 PM
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Well, I'm beyond irritated with Enterplay. It's one thing to be slow with shipping - I understand sometimes that just happens. When a customer (ie, ME) contacts you three times over the course of almost two weeks, don't you think they'd feel the need to respond? Even if you don't know the answer to my issue, can't you respond saying something to the effect of, "I'm sorry for the delay, but I will look into this and get back to you ASAP!"
Here's my problem... I ordered the 30th anniversary postcards from them almost as soon as the postcards became available on the site. Since then, I've watched people say how they've received shipment confirmations and the product....and these are people that said they placed their order after me. I waited for awhile, but upon STILL not getting any communication from enterplay, I e-mailed them to inquire about the status of my order (which I had payed with PayPal and still have that receipt). No response. I waited a few days and e-mailed them again. No response. I contacted them on their facebook site. No response.
Any other suggestions? As a consumer education teacher (well, former lol), I'm pretty good with complaint letters and addressing problems with politeness and tact, but this is getting a little ridiculous. I guess there's always the BBB...
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UPDATE 12/18 on Page 5... I got a full refund...!
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I am having the same exact issue. I have not received any kind of confirmation that my order has shipped and I ordered the postcards first thing on September 21st. I am extremely upset. I have never had this issue with them before.
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Ugh! Maybe something weird happened on the 21st?! Who knows.
I called them this morning. No one answered, so I had to leave the a message. I gave them the invoice number, my name, and the date purchased, so we'll see what they say when (if???) they call me back.
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Just wanted to post a "Me too!" I haven't received my postcards yet either, and I ordered them immediately on September 21 as well. I have my Paypal receipt and everything.
I am contacting them today and I will keep you all updated if/when they reply. STLGusty, did you try contacting them through the website, or did you email directly? There is an email address on my Paypal receipt so I will try that instead of using the website, just in case there's something wrong with the form.
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Just wanted to post a "Me too!" I haven't received my postcards yet either, and I ordered them immediately on September 21 as well. I have my Paypal receipt and everything.
I am contacting them today and I will keep you all updated if/when they reply. STLGusty, did you try contacting them through the website, or did you email directly? There is an email address on my Paypal receipt so I will try that instead of using the website, just in case there's something wrong with the form.
Interesting!!! I e-mailed them from my AOL account using the [email protected] (or whatever their e-mail address is) that was on my paypal receipt. I think that's also the e-mail address on their website. This morning I called the only number I could find on their website.
Keep us posted on your progress! Maybe if one of us can get through to them, it'll get the ball moving for the rest of us, too. What a headache!!
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I just sent them an email too! The [email protected] was the email I used as well. And I mentioned there were other My Little Pony Arena members waiting for their cards too.
I really hope they will get back in touch with one of us about this! I was really looking forward to getting those cards.
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Enterplay is a nightmare. -_- I have a two-page long thread here:
http://mlparena.com/index.php/topic,339212.0.html
Lots of people defended them in my thread, but I think we're seeing that they have a history of poor communication and slow shipping. It seems to me that they get overwhelmed with orders and instead of hiring more people to deal with the flow, everything just gets backed up instead.
I would like to note that I DID get my order eventually, and they threw in one pack of MLP cards as an apology, but I didn't get a package until over a month after I made the purchase. And not only that, but they were snippy and rude to me when dealing with me through email.
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Thanks for the additional information, Dragonflitter. It seems like they will bury themselves with poor customer service here eventually. I'm not one to let things go easily/at all. I will take it to the next level if I have to (and I'll rally together everyone who's had a problem with them to boost our cases).
Either way, I guess if we can all keep each other updated on our progress, we may have hope, lol. Nothing to report here, haha!
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I agree, if this was a person selling from their home that would be one thing, but I expect a commercial company to handle themselves in a more professional manner.
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I agree, if this was a person selling from their home that would be one thing, but I expect a commercial company to handle themselves in a more professional manner.
I agree. There's no excuse. Again, if you're bogged down, at least some communication saying, "Sorry, we are super busy, but we will be back to you in 2 business days" would be better than no response at all. I haven't received a call back from this morning, and I'm guessing their business day is nearing a close - if not already long since closed. They will get tomorrow into the early afternoon before they get yet another phone call. Anyone else have luck?
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I did not receive a response to my email yet either... I sent it just before noon, EST.
I can't believe they wouldn't even return your phone call! Maybe we should spam their Facebook page until we get an answer... *is only half joking*
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I did not receive a response to my email yet either... I sent it just before noon, EST.
I can't believe they wouldn't even return your phone call! Maybe we should spam their Facebook page until we get an answer... *is only half joking*
Its not that crazy an idea :P A lot of companies are more prone to responding to you if you post on their Facebook page than via email/phone. An email or a telephone conversation is one on one, outside you and Enterplay no one knows what happens...a post on Facebook is to a large section of their customer base and they will want to deal with it. When I got no where with a retailer in the UK once, I posted on the Facebook page about being disappointed, the lack of customer service, etc - a polite but mini rant. The problem was resolved within a couple of days and I have been emailing/phoning for 6 months prior to that.
Companies rely on Facebook for a lot of positive promotions now a days - Enterplay are constantly bigging up their pony items on their FB page. With no response via email or telephone, I would post on the Facebook and see if you get someone to engage with you that way.
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I agree with trying to get their attention with something on Facebook since that seems to be their main platform. Ugh these things anger me so much, they are supposed to behave like a business if they are taking your money and being producers of the items doesn't excuse poor customer service. :(
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Well, I called again...this time earlier... VOICEMAIL. Shocker. I left a less cheery message today. I stated how others are in the same boat as me. I said this is not a way for a true company to treat its customers and we deserve to know what's going on with our orders. Lack of communication is not a professional way to do business. I told them I need a response to either my e-mails, my facebook posts, or my phone calls by close of business TODAY.
If they don't, I'll be sending them another e-mail (and facebook post) to tell them I am contacting the Better Business Bureau, as I have tried to contact them 6 times over the past two weeks.
AAARRRGHHH! Let's flood their facebook now!
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My cards shipped fine , but i ordered a poster as well , i emailed them and no response then i used their site form and someone contacted me after a couple of days through email we had a nice communication , i explained i was missing a poster from my order and i asked them to add another poster for me , and they did :) very nice of them , with no additional shipping cost:) , then few days later i inquired about when they were being shipped and they answered me and advised me they were on their way.
I guess it went well up until that point .
Posters arrived , and they even sent me an extra for free :)
But the were ripped in one spot all 3 of the posters :(
I contacted them again using the form and so far no response :(
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I guess it went well up until that point .
Posters arrived , and they even sent me an extra for free :)
But the were ripped in one spot all 3 of the posters :(
I contacted them again using the form and so far no response :(
Aww, do you know when you last tried to contact them? If you can, can you post on their Facebook wall, too (maybe just a different post from mine so it'll seem like just more unhappy people)? As the above suggested, maybe if we can start shedding enough negative light on unsatisfied customers, they might start doing something about it. Their communication is BEYOND awful.
Edit to add: I just sent an inquiry via their on line form, too. Worth a shot.
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I guess it went well up until that point .
Posters arrived , and they even sent me an extra for free :)
But the were ripped in one spot all 3 of the posters :(
I contacted them again using the form and so far no response :(
Aww, do you know when you last tried to contact them? If you can, can you post on their Facebook wall, too (maybe just a different post from mine so it'll seem like just more unhappy people)? As the above suggested, maybe if we can start shedding enough negative light on unsatisfied customers, they might start doing something about it. Their communication is BEYOND awful.
Edit to add: I just sent an inquiry via their on line form, too. Worth a shot.
it was last tuesday
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No response to my email from yesterday yet... I just put up a post on their Facebook page, and I liked yours (or what I'm assuming is yours anyway ;) ), STLGusty! I hope they will get back in touch with us about this.
[ETA] Looks like someone else unrelated to us just posted something on their Facebook page too... wow! I wonder if we have unleashed something here.
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Before i could post on Facebook, I was contacted by email from them , asking for pics , so I'm sending them the pics .
good luck to everyone with their orders
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I didn't have the money to order the G1 postcards when they came out but I was thinking about ordering a set. Seeing everyone's posts that are still waiting for cards makes me reconsider getting a set. G1 ponies are my favorite ponies but I don't want to order them if some of you that ordered when they first came out are still waiting. I hope Enterplay does the right thing for you guys.
Ponyfan
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No response to my email from yesterday yet... I just put up a post on their Facebook page, and I liked yours (or what I'm assuming is yours anyway ;) ), STLGusty! I hope they will get back in touch with us about this.
[ETA] Looks like someone else unrelated to us just posted something on their Facebook page too... wow! I wonder if we have unleashed something here.
LoL yup that was me! I hope it does cause some stir, because this is ridiculous - especially since it's not just one person! It's a whole bunch of people apparently having this issue!
AAAANNNNDDDD... This is what I said on the "Contact Us" form this morning after my phone call:
"This is now my seventh attempt at communication - using various modes - with
your company, and I would appreciate a response. I've been trying for two weeks now, and no one has returned my e-mails, phone calls, or addressed my facebook post. I am looking for the status of my order, placed on September 21st. The invoice number is 0000009393. It was for a 30th anniversary postcard My Little Pony set. I also have the receipt from PayPal if that would aid in your search. Please contact me, as I feel two weeks without any communication back is beyond unprofessional for any company. Thank you."
WELLLLLLLLLLL.... You could've knocked me over with a feather when I got this in my e-mail:
"I apologize! Our customer service rep has left the company and we have not been able to find a replacement. I show this as as shipped, but do not see any
tracking information. There is nobody in the office until Wednesday, and we
will send it out for you then.
Thanks for the email!
Your Friends at Enterplay"
I want to respond saying, "WEDNESDAY?! No one is in the office until WEDNESDAY?! How is that my problem? It should have been shipped weeks ago. I will be expecting a signed copy, as I know I was within the first 200." --- But I haven't said anything yet. I'm trying to calm down first. I don't know if responding to their correspondance would do anything or not. I don't want to sound rude, so I'm waiting a bit and then responding with something less...obnoxious. I don't know what yet...but something.
They can't ignore us forever.
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Well...it seems that there is only one course of action...
...Which one of us is going to apply for the job of Enterplay Customer Service Rep???
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Well...it seems that there is only one course of action...
...Which one of us is going to apply for the job of Enterplay Customer Service Rep???
LOL! You have no idea how hard I laughed at this. That totally brightened my day.
But hey, it's a possiblity to get an "in" ;)
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ROFL - love it Dewprincess! In this current economic climate they cant find a decent CS rep? Really???
I do have a feeling they are a much smaller company than their website/products/FB make out. And I also think they are very caught up with their new trading card game and seem to be a little distracted with the adoration they are getting for it.
Personally I would keep posting on the FB wall and would be tempted to send them an email back exactly as you typed.
They have your money. We are not talking about someone selling a couple of ponies on ebay who may understandably have real life issues. This is a commercial retailer who are making money from your purchases - whose day to day business is delivering products for customers. Its a different standard of service. A lot of us here are business people, if I emailed a client with a "sorry but we dont have the staff and no one is in the office for 4 or 5 days to deal with it" most clients and my boss would find that unacceptable and unprofessional.
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I got a similar message yesterday! Mine was even less professional though, if that's possible... here it is, as typed:
this was sent at time of order. nobody will be in customer service office until wednesday and we will address right away!
Thanks for the email!
Your Friends at Enterplay
It's typed all in lower case and it took me a minute to understand what the first part even meant... at first I thought it meant they were attaching some kind of confirmation number or something. Then I realized whoever wrote it probably meant that my order had been shipped when it was first placed-- at least I hope that's what they meant!
But yeah, I'm mad that now I have to wait until Wednesday too... I agree with hathorcat-- this is a national business that deals with major retailers. It's not like it's a mom-n-pop operation on eBay... I mean, I sell on eBay too, so I know how it is... it's me who runs my butt off doing all the work and it can be difficult sometimes to keep up with it all if I have a lot of sales at once! But even I answer messages promptly, ship things out the next day most times, and deal with any problems that arise as fast as possible... why can't a professional company do the same thing?
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I feel like this is the kind of stuff that would happen at my job if I left. Having someone in charge of customer service and communications is so vital!
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Heck, I'd apply! I love working with people, and having a desk job would be so much easier on my feet. Where do I get an app?
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Anyone still having issues with Enterplay? I posted another irritated post on their facebook wall wondering why no one bothered updating me on the issues that were impacting my order. I'm curious to see if my postcards will actually be shipped on Wednesday.
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I've not heard anything regarding the status of the second set of cards I ordered, whether it's been cancelled or is on the way. I'd like to be able to tell the Arena member I purchased them for whether they are coming or not...
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Dew - have you tried posting on their Facebook wall? (Not that they ever responded to me there, but it may be worth a shot...plus, as mentioned earlier, it might bring more light to their poor communication issues which may cause they to try to eventually recify the situation.)
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They finally got in touch with me yesterday and they couldn't find my order through paypal so I had to forward them my email receipt, which is under a different email address. They are sending me a set ASAP. So hopefully I'll get it soon AND it will be an autographed set.
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I hope so, Bow Tie!! Did they call you or e-mail you? I figured I'd get a shipping confirmation or something today since it's Wednesday and supposedly someone's "in the office," buuuuuut....shockingly, NOTHING! I e-mailed them again. I'm so done with this company. I just want my stuff so I can never get anything from them again, argh!
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They emailed me. I really hope you get your set. This is really unlike them. I've never had a problem with them and then all of a sudden BAM! Huge problems!
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I hope you get your set too STL Gusty. I'm still thinking about ordering a set, but reading about your issues makes me rethink getting one.
Ponyfan
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It's such a pain. I don't see why this is so hard for them to handle. My charge showed up on my Visa, and I thought about disputing the charge until it was handled, but I reeeally want this set.
Bow Tie - Let me know when you get your set and if you get the autograph. If we don't get the autograph, I firmly believe they need to compensate us somehow since we followed the terms and conditions of being within the first 200 orders.
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I just got an email saying that my package was shipped and it even has a tracking number too.
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Miracle of all miracles... I just received an e-mail from them.
This is what I said earlier today which had the conversation from earlier attached below:
Good afternoon -
Can I assume that this (see below) was taken care of today? I have not received any communication on shipment activity. Please send an update.
Thank you.
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Then I just got this:
Hi Katie,
Your product has been packaged today and will ship tomorrow. Thank you for your patience.
Enterplay Customer Service
...Then I got two tracking numbers sent to me right after. Why two? LoL. Whatever. I'll see what shows up, haha. Best of luck to us all!!
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My replacement posters just made it here:)
they were in good shape,nothing damaged this time
:)
they sent them priority last wednesday ,they sent me tracking keys
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My package(s???) is currently "out for delivery" in another state according to the tracking. Hopefully it makes it over here and I'll get it by Monday.
Happy to hear your replacement poster made it safe and sound!!! :D
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Just checked the status of my second card order placed on September 22nd...never shipped, nor refunded :(
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I got a notification on the tracking of "undeliverable as addressed." If they didn't address my package right, so help me... #$%^&*( LoL AAHHH!!
Dew - When was the last time you tried to contact them? :(
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I last emailed this afternoon, so I am hoping to hear back soon!
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I got my set of cards yesterday, but I am very disappointed that they did not add in some sort of little gift like a pack of cards or a dog tag to make up for their mistake. I shouldn't expect it, but I've read that people got an extra something for their mistake and it was their fault completely for not even shipping it in the first place!
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I got my set of cards yesterday, but I am very disappointed that they did not add in some sort of little gift like a pack of cards or a dog tag to make up for their mistake. I shouldn't expect it, but I've read that people got an extra something for their mistake and it was their fault completely for not even shipping it in the first place!
I'm glad you got your cards, but I agree. There was hardly an apology for their lack of communication, their delay in shipping, and all the problems you had... In my opinion, we should all get a discount on what we ordered - or at least a few extra items. Their customer service majorly sucked, and they did little to nothing to sympathized with our issues that they ALONE caused.
Did you manage to get a signed copy? I'm interested to see if mine ever make it. I'm still not completely holding my breath at this point. I'll let you know when/if mine come in and IF they decided to try to "make it up" to me. Granted, for the most part, I don't collect or necessarily desire anything G4 they make (but it'd be nice to get something for the absolute mess they've put us through).
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So who is going to file with the BBB to warn others?
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So who is going to file with the BBB to warn others?
I will be doing this as soon as my cards come in (IF they come in) since this is unacceptable. I'm thinking since they are at least noted as being in the state NEXT to mine that hopefully they'll show up here soon. It helps, though, if more people file with the BBB so there's more than just one person complaining. It probably won't do anything, but if it can save one person from the frustration we've had, then it'll be worth it. I actually started filing a formal complaint with them the day I actually got a response from customer service (so I canceled my complaint). They currently aren't in the system (or at least they weren't when I tried to look them up) so you'll have to enter their address. For anyone who wants to do it, you pretty much just follow the steps/prompts. ...and heck, I might just do it today anyway cause everytime I think about what they've put so many of us through, it makes me irritated, lol.
Post Merge: November 03, 2013, 02:54:40 AM
I just filed now...
FYI here's my complaint (I had to cut it short since I only had so much room):
"On the morning of September 21, 2013, I placed an order for a limited edition My Little Pony 30th Anniversary Postcard set with Enterplay LLC. Their website stated that the first 200 individuals that ordered the set would receive a signed copy from one the toy creator. I ordered promptly, paid promptly through PayPal, and I received my PayPal receipt. Weeks passed, and soon others who ordered days (and then weeks) after me were receiving their orders. I e-mailed Enterplay on October 14th, October 18th, and October 23rd to inquire as to the status of my order. Seeing that they were fairly active on their Facebook page, I also posted about my issues on October 23rd, 24th, and 25th. Even though they would respond to other individuals, my concerns (and a few others like mine) were ignored and not addressed. I also called and left messages at their office on October 24th and October 25th. I received no call back and still no e-mail response. On October 25th I was looking at their products page and found a form, so I tried using that communication as well to express my concerns. I finally received a response stating, verbatim: "I apologize! Our customer service rep has left the company and we have not been able to find a replacement. I show this as as shipped, but do not see any tracking information. There is nobody in the office until Wednesday, and we will send it out for you then." Wednesday?!? On October 28th, I posted my concerns to their Facebook (hoping whoever updates their page constantly would address my concern) about why no one told me about this issue until I had to contact them MULTIPLE times. Why were they not letting individuals waiting on communication know what was going on? No response. I would like to know why individuals who are wondering what is going on with their order are being completely ignored whereas updates to their newest products (ie, on Facebook) are being addressed. Couldn't they have acknowledged me and my issue to let me know what was going on?"
Then, in order for my complaint to be published, the BBB requires me to request a settlement. Here's what I put:
"I would like Enterplay LLC to explain how they plan on better addressing consumer questions and concerns. Simply ignoring phone calls, ignoring Facebook communications, and ignoring e-mails is incredibly unprofessional. Many others I have spoken with have also received this treatment (check Facebook posts by others on Enterplay for further evidence). People paid for products & deserve to know what's going on-not to be met with a deaf ear for two weeks when trying to get an answer."
I filed this under the category of "Customer Service Issues." I was going to do it more product-related, but I'm ASSUMING it will be received within the week. If not, they'll be hearing from me again...
If everyone who has had an issue that they are still fighting (or aren't happy with) regarding Enterplay would complain with the BBB, Enterplay might be inclined to treat their customers better.
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I received my cards as well... and yes, they were the autographed ones! So hopefully you will get autographed ones too, STLGusty. But like Bow Tie, I was a bit disappointed to not have gotten a little something extra for the trouble. All I got was the card set. I mean, I guess it isn't that big of a deal, but I feel like they could have at least done something to make up for everything that happened!
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Freeindeed, I'm happy you got your card set, too!
Surprise, surprise...mine actually came in the mail today, but I about flipped when I saw a huge crease going down the center of the envelope. THANKFULLY the cards weren't bent, and I got the autographed one from Bonnie. This chapter of the saga has ended, but my ordeal with them is still ongoing since I am SO unhappy with how they treated me and everyone else on this thread (and those who haven't posted) for multiple weeks without any kind of communication.
...and yes, I didn't get anything additional either to try to "make up" for what they did. Guess it doesn't shock me though.
UPDATE FROM THE BBB: The Better Business Bureau of CT will be handling my complaint, as I got confirmation from them yesterday. This morning I saw e-mail confirmation from the BBB of them officially forwarding on my complaint to Enterplay. Here's what part of my communicatino from the BBB said: "Your complaint has been sent to the business for their response. Once they have responded to BBB, we will contact you again." I'm interested to see how - if at all - they respond. I want to know hwo they better plan on addressing customer inquiries, because waiting two+ weeks for even an ACKNOWLEDGEMENT is ridiculous. I don't want anybody to have to deal with such poor customer service like that.
Hopefully Enterplay WILL respond, as how they deal with complaints all goes into their BBB ranking. As such, I urge each of you that have had problems dealing with Enterplay, **PLEASE** contact the BBB. Even if you got your product (like I did), if you had to deal with their horrible customer service, please complain about it. It will make them less likely (hopefully) to do it to others in the future.
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It's Day 45 with no response to emails, phone calls, and no indication that it's been shipped nor has it been received. Filed Paypal dispute today :(
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It's Day 45 with no response to emails, phone calls, and no indication that it's been shipped nor has it been received. Filed Paypal dispute today :(
Sorry to hear it had to come to that. I'm sure paypal will side with you and resolve the case, but I know that doesn't solve the problem :(
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It's Day 45 with no response to emails, phone calls, and no indication that it's been shipped nor has it been received. Filed Paypal dispute today :(
Dew, that's awful!! I don't see how they can ignore someone who keeps trying to contact them. Honestly, I'd post on their facebook wall (if you haven't already) about your problems...and contact the BBB ;)
As for me, they still haven't made contact with the better business bureau to resolve my complaint. The BBB says that once they forward the complaint onto the company, the company has 14 days to respond. If they don't respond, the BBB will send the complaint again. The BBB, after the second attempt, will let me know if they responded - or not. The say that most complaints are closed within 30 days.
I'm sitting here twiddling my thumbs wondering what will occur...
I'm guessing no update as of your last post, Dew? :(
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The only time I filed with the BBB the complaint was never responded to. But your complaint at least would be logged on their profile.
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The only time I filed with the BBB the complaint was never responded to. But your complaint at least would be logged on their profile.
That's what I figure. I'm not expecting anything from ENterplay considering how they treated me (and others') at this point, but at least they have a file now. I'm sure they don't care about a BBB accredidation and won't seek one out, but I guess at least I tried. :) I think most companies that aren't part of the BBB accreditation couldn't care less. Stupid Enterplay :P
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Someone pointed out that in the previous thread that Enterplay only has 7 employees. I think its a small family owned business, parents and kids running it?
Based on what Ive seen of them at cons, they are MEGA busy and swamped at all times, and have other companies sell their product sometimes too.
Obviously they need to hire more people.
It took me over a month to receive my postcards, but I did and I received an autographed one. So hopefully everyone gets their stuff.
I think they're working on their CCG and cons still, and it seems like when they so that, their online store is ignored.
They should put up an away message or something.
Edit: Would like to add, I still like Enterplay as a company, and their employees have always been beyond nice to me at cons. I think they are in over their head with the MLP phenomenon...because their cards before I would've never batted an eye at...once they made mlp cards...I went nuts. They need to hire more people to handle the high demand.
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Meli - Yes! I think whenever they feel they are over their heads - either by working on something special for conventions or getting ready for a major release or WHATEVER - they need to let their customers know that there may be a delay in communication. I do not, believe, however, that is any excuse for never responding to my phone calls or e-mails earlier this month. If you know you're not going to respond to e-mails or phone calls due to your "customer service representative quitting," then put that on your website. Say - "At this time we are unable to respond to any customer service inquiries due to a huge time commitment for xyz, but please stay tuned for updates."---which also isn't very professional, but at least it'd imply what the issue is.
There are many ways they can deal with this issue...ignoring the problem is the wrong way. I definitely agree that they need to look into hiring more people :) They clearly have a money maker on their hands.
I can't believe Dew had to open a Paypal case with a "real" company. I wish she'd just get her cards! Honestly, Dew, I think they should just send you those cards free of charge since it's been over the 45 day mark now...or offer you a huge discount in exchange for a re-purchase agreement. But that's just my thinking ;) Keep us posted on the progress - if you get a refund - if they ever respond, etc.
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I know, it's ridiculous :( They have not responded to the dispute yet, nor emails or phone calls.
This card set wasn't even for me, but for another Arena member who requested that I try to order one for her! If ordering two sets wasn't allowed (even though I *did* receive an email from them when asked saying that it was okay), then they should at least have refunded me!
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Finally refunded this week after escalating dispute to claim and receiving a direct contact email. Never got response through regular "info" email bug is at least resolved now!
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I can't believe they NEVER responded to you. That is so rude and unprofessional.
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Finally refunded this week after escalating dispute to claim and receiving a direct contact email. Never got response through regular "info" email bug is at least resolved now!
That really disgusts me. Seriously. I'm glad you got your refund, but you never should have had to go through this MESS and STILL not end up with what you wanted. Wow. :(
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I know. I'm glad I finally got my money back, but after having to jump through so many hoops to get it? I'm not inclined to buy anything from them in the future unless it's something physically in a store like Target where I have the item in hand. I just don't trust their shipping anymore :(
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Are people still having difficulty getting orders from Enterplay? I placed an order on Nov 16th and haven't heard anything from them regarding shipping. I've e-mailed requesting status updates and haven't heard back from them. I know that's not a ridiculously long time to wait for something to be shipped, but I've ordered things last week from other companies that were shipped and have already arrived. I'd hoped to get the G1 postcards for a Christmas gift for a friend so I ordered them way in advance, but now I'm kind of worried the won't be here in time :huh:
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Well, it took me opening a claim with Paypal, several phone calls, emails and comments on the Facebook page to get a resolution to my order. Even my first postcard order, which did go through, took about a month to arrive...
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Are people still having difficulty getting orders from Enterplay? I placed an order on Nov 16th and haven't heard anything from them regarding shipping. I've e-mailed requesting status updates and haven't heard back from them. I know that's not a ridiculously long time to wait for something to be shipped, but I've ordered things last week from other companies that were shipped and have already arrived. I'd hoped to get the G1 postcards for a Christmas gift for a friend so I ordered them way in advance, but now I'm kind of worried the won't be here in time :huh:
:( That doesn't sound good. The people that seemed to received their postcard sets seemed to hear something about shipping within a week. I was on the same boat as Dew (minus the paypal dispute)...several unanswered phone calls, several unanswered e-mails (to both e-mail addresses provided), several unanswered facebook posts... Just keep e-mailing, calling, and posting on their facebook page if they are not responding to you. Keep us posted, too, if you don't hear anything in a few days. I can understand maybe being a little slow due to THanksgiving, but try calling. Hopefully you'll get someone. Otherwise, leave a message and give them a couple days. If you STILL don't hear back, it looks like we're back to having major issues with them. :-\
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:( Sad to hear. It doesn't seem like they ever learn their lesson, so with the holidays approaching I'm guessing they didn't hire any extra help and are probably severely backed up.
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It seems like they're focusing all of their attention on the CCG and the premiere events this weekend, and also a convention party coming up? :/
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Thanks everyone. I'll try calling them and see if I can get any more info on an expected ship date.
Post Merge: December 05, 2013, 03:07:14 AM
Called yesterday and left a message and e-mailed them again. No response so far. Oh dear :(
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Thanks everyone. I'll try calling them and see if I can get any more info on an expected ship date.
Post Merge: December 05, 2013, 03:07:14 AM
Called yesterday and left a message and e-mailed them again. No response so far. Oh dear :(
Noooo! Keep trying. I'd call and e-mail everyday until you get a response. Post on their facebook wall. Call attention to it. AAAAND keep an eye on your Paypal window if you ordered with PayPal. You may eventually have to open a dispute like Dew did. This is awful!
I **FINALLY** got a response when I went to their product page and used the "contact us" form. I don't know if that goes to a separate person or not, but you might want to try that, as well!
Keep us posted!!!
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Well I received a shipping notification yesterday but the tracking shows it's just an "electronic info sent" so it hasn't _actually_ shipped yet. Hopefully this means it will soon though!
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That's a good sign! :)
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A couple of things...
1) Brighteyes - have you received your product yet?
2) Guess what? So today was the day my Better Business Bureau case was scheduled to close. The BBB said it had received no response from the business, but I am welcome to contact the CT State Attorney General for further assistance. Obviously since I have my product, I'm not pursuing this any farther than the BBB... BUT... I had also received a RESPONSE from the president of Enterplay today asking if I had ever received my postcards. I then noticed another e-mail right after that from Paypal saying that my $22 has been refunded (and it was accompanied by a note saying they apologized for the issues I had). WOW. I'm going to contact the BBB again, as they request, to let them know that Enterplay did attempt to make this situation right. I'm pretty impressed with a full refund (even though they were non-responsive, a bit rude, and careless with their consumer responses originally)... I'll take it though, and I'll consider purchasing from ENterplay again.
Behold the power of the BBB and the voice of the consumer, whew.
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STLGusty: Glad you finally got the items you paid for. And it's interesting to hear how they resolved it. But it's really, really sad that without the BBB case, you would have been another ignored, exploited customer. :(
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STLGusty: Glad you finally got the items you paid for. And it's interesting to hear how they resolved it. But it's really, really sad that without the BBB case, you would have been another ignored, exploited customer. :(
I completely agree. I was happy I got the cards (eventually) as well as a full refund...but it never should have gotten to this point. I just feel for all the other people who have to go through it, too. Hopefully this will be a wake-up call for them. Maybe it will irritate the president that business is being handled in this way... who knows. Ugh. I just hope everyone gets what they are supposed to get without having all these issues!
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Hi Everyone,
Sorry for the delay in updating. I've had my nose in a book for the past week or so due to finals. Anyway, my order arrived on Monday, Dec 9th and even though it was later than I would have liked, Enterplay made the effort to make up for that by including a pack of trading cards with the order. That was really nice of them and they definitely didn't have to, so I really appreciate it. Also, I was surprised to find an autographed postcard included. I had never expected to receive one with my order because I ordered months after the initial release date and only the first 200 were supposed to include the autographed card. So, overall I am pleased with how the transaction played out.
I do think that the vocal calls for better service here and on facebook and STLgusty's contacting the BBB have been a wake-up call to this company and are part of the reason I have received better service than previous customers. I hope that they will take customer satisfaction very seriously from now on and that in the future everyone will get their orders in a timely manner.
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I'm really glad these issues have been solved for you and you finally got your items as well as extras/refund Brighteyes and STLGusty - thats great news :bigups: :hug:
I do think that the vocal calls for better service here and on facebook and STLgusty's contacting the BBB have been a wake-up call to this company and are part of the reason I have received better service than previous customers. I hope that they will take customer satisfaction very seriously from now on and that in the future everyone will get their orders in a timely manner.
Lets hope so ^^ :)