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River set shipping question
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TOPIC: River set shipping question
#15626
River set shipping question 8 Years, 1 Month ago  
How far back is DF in shipping out the river sets? I've been waiting for close to two weeks and havent even gotten a confirmation that my set is in route. I realize that i pre-ordered late and others come first but this is ridiculous. How far behind can you possibly be after two weeks of sending these things out?
I pre-ordered on May 31st. When are you going to get around to shipping mine out?
I emailed you folks several days ago but havent gotten a response, that's the only reason I'm posting it here.
Max Rebo
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#15627
River set shipping question 8 Years, 1 Month ago  
Max,

I'm NOT a DF employee, but are you aware that as we speak (type), Lori Martin, Jeff's better half, is having a baby by c-section? And that Jeff had to be at Origins this past weekend, staffing the DF booth there? And that DF can't send you a confirmation until they get a tracking number from their shipping fulfillment center (whatever the ^%# THAT means!)?
And that I'M a nosey, inconsiderate, incurable buttinsky that sticks his nose in your business - and everyone else's - whenever he gets a Lone Ranger urge?

Hi Yo Silver, AWAY!!!

Translation: Cut 'em a little slack while they have a baby; and don't expect Stefan and Mari to help, because while Jeff, Lori, and the business offices are in Carbondale, IL, The Pokorny's are in Manhattan, NYC, NY. Which makes it a little hard for Stefan or Mari to go hold the fort while Lori delivers a baby girl.

Jeff, you can't fire me, I don't work there!
But I DO try to help out as I can, when I can!

See ya!

Jim
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#15628
River set shipping question 8 Years, 1 Month ago  
How in the world would I know that? I don't know these people! You talk like I have a personal relationship with these guys...

And NONE of those reasons explain why a couple hundred orders cant be sent out to their customers over a weeks time, let alone two.

You do realize that a company should send out its product to those who ALREADY paid for it ASAP, right? That should take priority before game conventions. It should've been their #1 priority (well, #2 behind the giving birth thing, but certainly ahead of a game convention).

(Congrats to Jeff and Lori btw. Hope the lil' tyke is doing well.)
Max Rebo
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#15629
River set shipping question 8 Years, 1 Month ago  
How in the world would I know that? I don't know these people! You talk like I have a personal relationship with these guys...

And NONE of those reasons explain why a couple hundred orders cant be sent out to their customers over a weeks time, let alone two.

You do realize that a company should send out its product to those who ALREADY paid for it ASAP, right? That should take priority before game conventions. It should've been their #1 priority (well, #2 behind the giving birth thing, but certainly ahead of a game convention).

(Congrats to Jeff and Lori btw. Hope the lil' tyke is doing well.)

Hi Max,

First, I too do not have any River/Wall sets yet so please understand that you are not the only one out there, okay?
You have my sympathy.
Last he posted, even Stefan did not have his sets either!!

Second, the reason Jim and I and many others here, all non-DF employees BTW, know that Lori & Jeff are having a baby is because they told us here on the DF forums.
Both Lori and Jeff made postings so we got told twice.
Lori warned us clear back on the 29th there would be delays in notifications due to this cause.

As far as that affecting shipping, it should not, but it will affect notifications.

As far as DF attending Origins, let me help you there.
If DF did not attend Origins this last week and missed Gen-Con Indy next month, we would not have a company to buy product from in 6-8 months from now.
Seriously!
That is how CRITICAL it is that DF is visible at and have product to sell at these two game cons.
Otherwise the rumors would start, ONCE AGAIN, that DF is dead and Master Maze is too.
Even missing one of these cons may start that rumor wave; that wave must be avoided at nearly all costs.

As far as product shippings, that would be in the arena of the fulfillment center (aka warehouse) DF employs in Knoxville, TN.
What we do not know is how many of those folks took long holidays over the Independence Day weekend that some here also took.
The delays may all be at the end of these folks.

Now, can Stefan hurry them up?
I do not know, but I believe he cannot.
It appears to me that they work much more, if not exclusively, with Jeff.
Jeff is just a wee bit busy right now at home, as many of us here have been in the past, so we all need to cut him some slack.

On top of all that, the carton was late.
As we were informed here on the DF forums, a typhoon delayed shipping from Asia and Customs delayed it a bit Stateside.

Max, I very well understand the wanting of something one has already paid for and I am really sorry you do not have your sets yet.
I have experience in this not just from DF, but also on eBay.
Sometimes, life just makes us wait.
I just hate it when it is two or three items in a row. :mad:
Life goes on though.

I hope that this posting from a fellow sufferer will help you with your wait.
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#15630
River set shipping question 8 Years, 1 Month ago  
Thanx for the backup, RF*. I think YOU covered it even better than I did.

See ya!

Jim
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#15631
River set shipping question 8 Years, 1 Month ago  
Well said, Rabidfox.

My two orders previous to the River set were both late. The Den of Evil was late because the fulfillment house didn't update my address information when I updated it on the website. The Sci-Fi Beta set was late because someone else has my name and the warehouse sent my order to him and not me. Both things completely out of Jeff and Lori's control. But, to their immense credit, they dealt with the problem as soon as they were able, and straightened out both orders.

Remember also that the entire shipment was delayed because of a typhoon. Had it arrived on-time, neither Origins nor the new arrival would have impacted the shipping times. As it was, the boat was late, and since Origins was already booked (you need to reserve those booths well in advance), Jeff didn't have the option of backing out, even if it would have made good business sense (and I agree with RF on this one that it wouldn't). Add to that the holiday weekend and the new baby! It boggles the mind, but still, they're working hard for us. Just two days ago, Lori was online and answering questions, and she gave birth TODAY!

So, Max, I feel you on this one, but try to be patient a little longer. This is a good company run by good people, and they will do right by you in the end.
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#15632
River set shipping question 8 Years, 1 Month ago  
With all due respect...

It should also be noted that all of the PRE-ORDERS have allowed DF to produce more sets this year than they ever have before. This aspect of their buisness is CRUCIAL to them. Having to wait over two weeks once the shipment finally came in is ridiculous.
If this is that crucial to them, why take so long to ship their products to their loyal customers that shelled out a LOT of money well in advance of its arrival date? It seems that getting them out the door should be a HUGE priority.
I understand the excuses. Factoring in the 4th holiday and the baby thing, thats still two weeks! The excuses don't hold up. Sorry.

I had considered preordering the lake set but I wont now. At this rate I wouldnt get the thing until early September.
I love DF but they need to get this end of their operation straightened out. Im not talking about containers coming in late. Im talking about once they get here taking over two weeks and counting to even ship!

Sorry to be the sour puss on the boards but it needed to be said.
Max Rebo
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#15633
River set shipping question 8 Years, 1 Month ago  
RF*, YC -

Guys, I guess some people are never satisfied, and nothing is more important than their satisfaction.

Let 'im whine, he's a minority of one; I quit arguing.

See ya!

Jim
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#15634
River set shipping question 8 Years, 1 Month ago  
For every one customer that complains there are ten more who were upset but didn't complain. Its the whole communication thing biting DF on the arse again. I am a much more patient waiter if I have a heads up on when that thing I am waiting on will arrive. I don't know how many orders they had but two weeks does seem like a really long time. Perhaps the fulfillment center is understaffed.
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#15635
River set shipping question 8 Years, 1 Month ago  
Thanks Philip. I agree.

I'm not here to debate whether these guys are good guys. They seem like decent joes and they make a great product.
My point was, that even with a couple days accounted for, it still has taken WAY too long for these to get shipped. Period.
It's not whining. Its a legitimate gripe about something I have paid for!
And I have been patient... for over two weeks.
They havent even shipped them yet. Thats a problem they need to address.

And DF should be worried about their customer's satisfaction if pre-ordering is that important to their buisness. And Im hardly in the minority. I'm just the first one to say something. Not every DF customer haunts these boards, afterall.

Alrighty, Im repeating myself now. I know you guys mean well, we just have very different standards for whats acceptable.
I'll shut up now and wait for some kind of official update.
Max Rebo
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#15636
River set shipping question 8 Years, 1 Month ago  
1. The folks at Dwarven Forge are good people.
2. The stuff they make is awesome, awesome, awesome.
3. There are good reasons for the shipping delay (baby, typhoon, etc.)
4. Nonetheless, it's a bit frustrating not to have the product in hand when it was promised and not to know when it will arrive.
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#15637
River set shipping question 8 Years, 1 Month ago  
Max is not the first one to complain about this. I agree 100%. I too am waiting on my orders and at this point I am resigned to just wait, not much else I can do. :)

1. The baby thing is awesome, congrats. Take an hour to update the website, or five minutes to post an update on the boards. Pretty easy. We are 50% through all the orders, maybe another week and we will have them all out.....type of message. Waiting for late orders sucks, but calling or emailing a company and getting zero response is horrible customer service regardless of personal issues.

2. Pay someone to answer some questions. Its not like the birth of child is unexpected. You have plenty of time to have a backup plan for someone to at least answer emails and phone calls. The excuse "the container was late" is also rediculous. Containers are late a good majority of the time. Anyone who has ever dealt with overseas shipping knows this and has a backup plan. (Note: Running off to a convetion and not answering the phone is not considered a back-up plan)


Im not responding to this thread to complain (well maybe I am :)), but actually give you guys some advice from the customer standpoint. I agree that for every complaint there is many more that are not posting here. I guarantee this is going to cost you guys future pre-orders. Some people are not going to be as forgiving as the dedicated fans that post here. The lack of communication is definiteley the biggest issue here as far as Im concerned. Maybe the limited run pre-order system is only catered to the hardcore forgiving type of customer. Perhaps that was the intent all along.



Lastly going to a convention is not a valid excuse for not responding to the customers that put the money in your pockets to go sell the same sets that are at said convention. In fact it is a tad insulting. In all honesty I am not happy at all with the pre-order system as it is. Does that mean I won't order new sets? Well that depends. Stefan you better have a frickin ace up your sleave with that mystery set :) I know you guys are a small company, but the no contact thing, no matter what the circumstance should NEVER happen. I hope this was at least semi constructive and not a total rant. I really really want to like Dwarven Forge as a company not just like their products.

Oh yeah last thing. Both Jeff and Stefan seem like great guys, but business is busniess.
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