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Shipping Problems
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TOPIC: Shipping Problems
#15742
Shipping Problems 8 Years, 3 Months ago  
I spoke with the warehouse this morning, and they pledged to get all the International orders out by the end of Tuesday (7/11). You will all receive an email tracking number at that time. We will also update your accounts a 6-8 hours after we get the numbers also. That way if your email gets blocked you can still get the number on the website.
It is now 1 pm on Wednesday the 12th July here in Sydney. If my calculations are correct that is 9 pm on Tuesday the 11th in Tenesse where I believe the sets are being posted from. I have tried to bite my tounge and wait patiently until the time at the begining of this thread had passed, and have almost succeded, however I doubt unless there is anyone working back very late at the warehouse I doubt I will be recieving a shipping notification within the next three hours allowed for by the most generous definition of the end of of Tuesday.

I have checked my varoius blocked spam emails, and while I have not read each and everyone one, I doubt a shipping notification would have a subject like "dehip VIzAGRA" or "FREE* AppleĀ® nano Offer"

While I appreciate that the Dwarven Forge Staff need some personal time around the birth of their baby, and circumstances beyod their control delayed the shipment, or in this case they can not do much if the warehouse staff have not kept their promise to ship everything by the end of Tuesday. What is very concerning to me is not the intial delays, but it is now approaching 3 weeks since the delayed the shipment arrived at the warehouse. I realise this type of place is not dedicated to just DF, but it still should be able to ship out orders faster than it appears to have done so. so they may need to put a few more resources on DF for a few days to get everything done, but other times of the year there is very little to be done and they can focus the other resources on other customers. It seems to me Jeff would have been able to send this out quicker himself if he had the container delivered to his back yard. while I am no expert on the warehousing industry, but from what I see DF as a customer should eb looking at other warehouse companies who can better meet the needs of their business. (low volume most of the year and a big rush for a couple of day's the 3 or 4 times a year a container arrives)

To add insult to injury (to use a turn of phrase) those of us outside North America are told we must pay the high prices for USPS Global express mail because surface mail options are too slow, however I think most of us have shown our patience - I have waited now almost as long as if container had arrived on time and sets posted surface.
waza
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Dungeons - Rooms & Passages, 1.9 x Dlx Room, Wicked 1 & 2, Traps 1 & 2, Advanced, Orig Narrow, Floors.
Caverns - 2 x Original, Passages, 3x Chasm, River, 3 x Lake, Lake Exp. DoE- Orig, Wicked, Room.
Medieval Building - Orig, Exp. Sci-Fi - Starter, Passages, Alpha, 2 x Beta
Mini's - Skele War Band +, Orc Raid Party ++, Lizardmen Tribe
 
#15743
Shipping Problems 8 Years, 3 Months ago  
Waza

You aren't alone in your frustration. I'm here in the UK - waiting as well. No message, nothing.

It really frustrates if you pay more than 200 dollar shipping (4 River Sets), order early (30th of March), but are last anyhow - as you are outside the US. As a US citizen I would have a set more for the money and could play with it by now (appology if there are US customers still waiting as well - but haven't seen any posts lately).

Well - I will be waiting. And it helps to know about others like Waza to be in a similar position. And I guess the taxmen will be the first to tell me it arrived on this shore.

But I hope others understand here that the situation is just annoyingly frustrating as there isn't anything to do but wait. Sending mail to Jeff makes it worse for others and I want to give him his peace to enjoy his family.

I tried to schedule a date with Otherworld for pick-up. He has to drive some 120 miles to get the set. We penciled in the 22.nd as quite generous. Hope we don't have to rearrange.

A few bits for future learning:

Don't promise what isn't in your control. Shipping in order of preorders placed - seems not to be the case. Shipping out at date x, y, z - still not the case. Notification out at date zxy - still waiting. It is bad - but if you aren't in control it doesn't help to appear you are.

Update the customers. It would help to know if the last 10 (20?) international orders still didn't go out / did go out but there was no time by Jeff to send out tracking numbers. This would be fine by me - but no information at all once again is the problem (and yes - I hope our numbers do dwindle slowly). Are all orders out now ??

Damn - I know you don't want to give out 'trade-secrets' - but an updating counter like 50/500 orders out, 240/500 orders out etc. would help. It's like Microsoft installers. They often promise you absolute utopic timelines - but having some numbers I can get a feel of progress myself.

Long term there needs to be a supplier outside the US.

The set seems great stuff - but L's pictures frustrate in the long run if you don't even have a clue when your own set will ship. Df is a great company with a great product - and you have great customers. But buying with you shouldn't be a frustrating exercise in patience.

Thod
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#15744
Shipping Problems 8 Years, 3 Months ago  
Waza, Thod,
I quite understand your frustration. I ordered my set at 20:15 on March 15th, and finally received it today. Furthermore, as you noted on another thread, Thod, the website proved no help - an order from last year is marked "processed" while the order for the lake set is "complete" which makes no sense. And worse yet, one of my orders wasn't even listed in the order history. Never did get replies to my emails.
Before the flaming begins, let me say that the set is well worth the wait. Since you haven't gotten yours yet, I won't say more.
Also, and more importantly, the Den of Evil sets were delivered on schedule. This must be a customer service nightmare for Jeff and Stefan, but this is clearly not standard operating procedure for DF, just a real bad fluke.
Hope your sets arrive soon.
Cheers,
Zul
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#15745
Shipping Problems 8 Years, 3 Months ago  
sorry to all because my hard words

8 minutes ago i became the mail with the tracking number!

thanks

LOL. Similar thing happened to me. Posted that I had waited x number of days and then checked my e-mail again to find a tracking number. I'm glad you received your shipping confirmation.
weaverjk
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62 sets and counting. In addition, a boatload of individual pieces or sets of pieces.
 
#15746
Shipping Problems 8 Years, 3 Months ago  
I just checked my mails and I got an answer from Jeff.
My order will ship tomorrow. :)

The at least a little 'bad' news is: The delay was because a tile I ordered was out of stock until recently!
So it is in fact possible that tiles that are indicated as 'in stock' or 'back in stock at...' during order time, may be not available when it comes to delivery.
I just hope that this was a seldomly happening accident, otherwise ordering at DF from outside the US might become a real nightmare someday (impatiantly waiting, posting and mailing like hell, still waiting, ... ).
Well, the next test will be my Cavernous Lake order, which also includes some individual pieces that should be 'back in stock Aug. 1st' when the Lakes arrive.

What I am wondering about: How might a DF MM tile that had become 'out of stock' meanwhile, be available again for my delivery, without a new container having arrived from overseas? Maybe the tile was one that they could take out of a set. Or do they buy their own stuff back a ebay to fill shipments? Or can they do some magic?

But anyway, the good thing is it was a quick response from Jeff and I think he did the best he could to let that required 'magic' happen. ;)
LoneStarr
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#15747
Shipping Problems 8 Years, 3 Months ago  
First thing in the morning here. I just checked my email and I got a tracking number 15 minutes ago. Yahoo!
Like LoneStarr I alsoordered a number of individual pieces so maybe I had the same issue. At least my Lake order is lake sets only so should be no issues with that for me.
Mythe and Thod (and anyone else that was still waiting) hopefuly you have your tracking numbers too by now.
waza
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Dungeons - Rooms & Passages, 1.9 x Dlx Room, Wicked 1 & 2, Traps 1 & 2, Advanced, Orig Narrow, Floors.
Caverns - 2 x Original, Passages, 3x Chasm, River, 3 x Lake, Lake Exp. DoE- Orig, Wicked, Room.
Medieval Building - Orig, Exp. Sci-Fi - Starter, Passages, Alpha, 2 x Beta
Mini's - Skele War Band +, Orc Raid Party ++, Lizardmen Tribe
 
#15748
Shipping Problems 8 Years, 3 Months ago  
I got my order in! WOO-HOO! The stuff is EXTREMELY well done (no real shocker there) and looks awesome in person.

I pre-ordered on May 31st (a day after the special was over) and I still got a raft! I appreciate that, guys!

My only gripe now: I wish I could've afforded two sets!

Anyway, thank you DF. You've done it again!
Max Rebo
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#15749
Shipping Problems 8 Years, 3 Months ago  
waza, LoneStarr;

Just a thought here; could it be that because you had 'non-CR&W' pieces included in your orders, yours got left until last? I DON'T know that is what happened, but the thought occurred to me the minute I read your posts.

My next question would be to Jeff, for him to relay (in whatever tone of voice he wants to use) to the fulfillment center: WHY WAIT???
Okay, I can see getting the 'new stuff only' orders sent out first, since they would be the easiest ones to do, BUT WHY NOT send the notices that the shipment will be forthcoming? Afraid they'd drag too long behind and upset Jeff's customers that way? Gimme a break!
And, what does that do to the idea of 'first in, first out'?
Jeff, I know you have limited drag with the fulfillment center, and there's only so much you can do, but I think, within those limits, you need to do something to get them straightened out.

See ya!

Jim
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#15750
Shipping Problems 8 Years, 3 Months ago  
Just a thought here; could it be that because you had 'non-CR&W' pieces included in your orders, yours got left until last? I DON'T know that is what happened, but the thought occurred to me the minute I read your posts.
I did suggest this in a post a while ago (at least I think I did, maybe I just thought it) and could see why this would occur from an easy of the distribution centre perspective.

However as you said it doesn't match what was stated several times that the orders were processed in order they were received.

From what Lonestarr says he was told it looks like one of these individual items was Missing in Action, ie they couldn't locate the stock of it until now. How it was "found" I am not sure, but possibly they found this missing item and now have sent out orders with that missing item.
waza
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Dungeons - Rooms & Passages, 1.9 x Dlx Room, Wicked 1 & 2, Traps 1 & 2, Advanced, Orig Narrow, Floors.
Caverns - 2 x Original, Passages, 3x Chasm, River, 3 x Lake, Lake Exp. DoE- Orig, Wicked, Room.
Medieval Building - Orig, Exp. Sci-Fi - Starter, Passages, Alpha, 2 x Beta
Mini's - Skele War Band +, Orc Raid Party ++, Lizardmen Tribe
 
#15751
Shipping Problems 8 Years, 3 Months ago  
Okay...here is what happened. It is a tale of woe that was the fitting climax to this recent cursed container.

The guys in the factory screwed up and forgot to load the individual items into the container. So, to cover themselves they lied and said that there was not room in the container for them. We did not find this out until much later. When we did find this out, we raised all kinds of heck and they agreed to ship some of the individual items (that we had already sold). Some were not shipped. So, this package was AIR shipped to us -- and it was supposed to get to our warehouse very quickly. Unfortunately, we rolled a natural "1" and the USA Customs decided to seize the package for a random inspection. They must have been very thorough as it took a very long time to clear. At that time, the warehouse decided to start shipping all the orders with no individual items.

So, those who ordered individual items were the last to get shipped. This was the "cherry on top" of a cursed container that saw quality control delays, typhoons, missed rail cars and bad arrival timing with the warehouse. Oh, and throw in a major USA holiday (Independence Day) when the warehouse slows down for a week!

All the pre-orders should be out now. I think we have sent emails to all the International customers with tracking numbers. If you have not gotten an email please write me and let me know.

The good news? Everything made it on the big container this time around, and it is on schedule. I have spoke with the President of the fulfillment center (a very nice guy) and I told him of our problems and our customer dis-satisifaction. He has responded by pledging to get all the pre-orders out for the Aug. 1st container in 2-3 business days from its arrival date. So, hopefully this last container is an exception of how things will run in the future. Also, my family won't be having a baby nor will I be away at a game convention when it arrives -- so communication from this end will be much better.

Thank you all for your LONG patience, and I hope we have finally gotten over the hump. I think I have answered all the emails and I think we are close to getting everyone their sets. If it is an consolation to your frustrations, my one-week vacation to enjoy the birth of my daughter lasted about 32 hours. Much thanks to my very understanding wife who did not mind me breaking my promise to her to deal with this important problem.
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#15752
Shipping Problems 8 Years, 3 Months ago  
I just checked my mails and found the tracking number, the package is on it's way :)
By the way: Jeff allready sent me a mail yesterday evening (in germany) explaining what happend to the individual pieces.
@Jeff: Many thanks for your efforts to solve all those odd problems!
LoneStarr
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#15753
Shipping Problems 8 Years, 3 Months ago  
Jeff - thanks for working the issues for us and for working to improve the chances that issues like these will not occur in the future. It is very saddening that it interfered with such a joyous time in life and when your family needed support as well.

Thanks again go to Lori for her roles.

Here's wishing your family many joyous moments in the future.

JKW
weaverjk
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62 sets and counting. In addition, a boatload of individual pieces or sets of pieces.
 
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