MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

thaddeushunt — Mon, 05 Dec 2011 20:32:26 -0600

Hey everyone, Was wondering if someone could help me get in touch with someone in the store customer service department. I tried the contact form and I've tried direct email to the "orders" dept. No one has gotten back in touch with me yet. :( I ordered some merch (a hoodie) almost two weeks ago now and I've yet to get it in the mail, adding insult to injury, my card was charged twice which is unfortunate being that I was expecting to pay 50 bucks and not over a hundred. :( Just looking for a some kind of customer service please! Any kind will do at this point. Thanks for any suggestions, I'm kind of at a loss at this point. Cheers, Tad

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Dragonchilde — Mon, 05 Dec 2011 20:38:18 -0600

When did you contact them? They're experiencing VERY high sales volume right now, which may account for the delay. It's only been two weeks; given the amount of time it takes for the mail to get things places, and processing, they may just not have had time yet.

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Keladryie — Mon, 05 Dec 2011 20:56:25 -0600

When did you try the store form and email? The store staff don't work over the weekend so if you contacted them then, they wouldn't have got back to their email until Monday, and even then they're working through other emails that probably came in before yours. Have you received the email saying your item has been dispatched? If not, they're still processing in the store. Holidays, weekend and the high volume of work and such have created delays. I ordered things on the 1st Nov and am yet to receive my full order. I emailed them half a week ago and haven't yet had a reply, and I'm giving them some more time yet. Just be patient :) Very unfortunate they processed your card twice though.

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

thaddeushunt — Tue, 06 Dec 2011 05:33:16 -0600

Thanks guys, I ordered the day before Thanksgiving so I'm sure that is causing the bulk of the delay. Still though, it'd be nice to receive SOME kind response. Especially since my account was charged twice. :(. I guess I expected a reply because on the auto responder it mentions that it can take a day or two to respond (which again, is fine, if it actually happens). Guess I'll wait and call the bank if I don't hear from anyone. It's really a bummer that I have too though. :/ Thanks again for taking the time to respond.

UPDATE (and an apology) - Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

thaddeushunt — Tue, 06 Dec 2011 08:28:21 -0600

More for any moderator that comes across this. Update and an apology for any potential confusion I might've caused. I called my bank and it looks like they listed the charge twice in error. It has since been taken care of. I apologize for the confusion on that end and for any inconvenience that may have caused. I was just concerned (and a little irritated unfortunately) when I saw the charge listed twice. I should've called my bank first before asking you guys. Again I sincerely apologize. Just wanted to touch base. Hope to hear from you soon on when my merch heads out in the mail. Sounds like from you guys are really busy! Which is a good problem to have. :) Take care and good luck!

Re: UPDATE (and an apology) - Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Dragonchilde — Tue, 06 Dec 2011 10:22:40 -0600

[quote=thaddeushunt] More for any moderator that comes across this. Update and an apology for any potential confusion I might've caused. I called my bank and it looks like they listed the charge twice in error. It has since been taken care of. I apologize for the confusion on that end and for any inconvenience that may have caused. I was just concerned (and a little irritated unfortunately) when I saw the charge listed twice. I should've called my bank first before asking you guys. Again I sincerely apologize. Just wanted to touch base. Hope to hear from you soon on when my merch heads out in the mail. Sounds like from you guys are really busy! Which is a good problem to have. :) Take care and good luck! [/quote] Whew! I'm glad it wasn't a double charge... those SUCK.

Re: UPDATE (and an apology) - Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

thaddeushunt — Tue, 06 Dec 2011 11:20:59 -0600

You and me both! :)

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Irysangel — Fri, 09 Dec 2011 07:28:38 -0600

Bump - did you ever get your hoodie? I'm in the same situation. Ordered a hoodie, never received it, and customer service won't respond to my emails. :(

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Dragonchilde — Fri, 09 Dec 2011 08:20:39 -0600

[quote=Irysangel] Bump - did you ever get your hoodie? I'm in the same situation. Ordered a hoodie, never received it, and customer service won't respond to my emails. :( [/quote] How long ago was your order? How long ago did you email them? And which email did you use to contact them?

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Irysangel — Fri, 09 Dec 2011 08:40:27 -0600

I ordered it on 11/22 and I've emailed them twice this week. orders@lettersandlight.org Is there a better address to use?

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Dragonchilde — Fri, 09 Dec 2011 09:38:17 -0600

Try store@nanowrimo.org - it should go to the same place, though. They do have a high email volume, though; so it might take them a couple of days to answer. They process a LOT of orders right now! It's still within the normal delivery window since it's only ben a couple of week since you ordered, so definitely don't panic! If you don't hear from them by tomorrow, email HQ directly at info@nanowrimo.org and they'll look into it (that goes to our Office Captain, Tim Kim.

Dragonchilde — Fri, 09 Dec 2011 11:07:31 -0600

Just wanted to update; I just found out from HQ that they're experiencing some pretty significant delays thanks to the incredible demand and support you guys have shown the store this year! This is a good problem... but it sucks a bit for you guys. They most likely HAVE gotten your email, they're just working through a large volume of emails. You can still email HQ, but it might be better to wait. Sending more than one email at this point will just delay their reply and increase email volume. :)

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Irysangel — Fri, 09 Dec 2011 14:51:35 -0600

Okay, thank you for checking! I'll wait and see what shakes out. :)

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Irysangel — Fri, 09 Dec 2011 16:44:07 -0600

Just a quick note - it came in the mail today. Go figure!

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

jengee — Thu, 29 Dec 2011 06:31:24 -0600

Yeah, I'm still waiting for half my order that I placed on 11/25. I've emailed the orders email address, and responses have varied from "we shipped it already" to "it'll go out soon." I don't even want the coffee mug anymore at this point, but I'm pretty ticked off that I paid $15 for a shirt and a mug and only got one of those things. They were quick enough to take my money though!

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

Dragonchilde — Fri, 30 Dec 2011 10:08:12 -0600

[quote=jengee] Yeah, I'm still waiting for half my order that I placed on 11/25. I've emailed the orders email address, and responses have varied from "we shipped it already" to "it'll go out soon." I don't even want the coffee mug anymore at this point, but I'm pretty ticked off that I paid $15 for a shirt and a mug and only got one of those things. They were quick enough to take my money though! [/quote] We really can't help with store problems here; this is only for handling site and rules questions. :) We don't have access to store data. If you're having trouble, you can contact HQ directly if you're not getting adequate response from the store staff, and see if someone can help you there (everyone's on their winter's nap, so you'll need to wait until they come back after the 1st.) I'm sure it's just an oversight or a postal service glitch... I doubt it was intentional!

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

jengee — Sun, 01 Jan 2012 09:20:12 -0600

**whoops, what I meant was I paid $15 for shipping...

Re: MOD PLEASE - Need help getting someone from the store to acknowledge my existence.... :(

jengee — Sun, 01 Jan 2012 09:22:50 -0600

I get what you're saying, but it's been kind of helpful to see that other people are having problems too, and it's not just me. There really isn't any place to discuss issues with the store on this site, so it feels like I threw my money into a black hole.