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Problem with My Order (4086)
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TOPIC: Problem with My Order (4086)
#66509
Problem with My Order (4086) 4 Months ago  
Hello! Sorry if this isn't the right place to put this, but I've emailed Jeff and called 618-549-7100. There hasn't been an answer at either. I placed an order on Monday and it arrived yesterday. However, it arrived with a wrong item in it.

Should I wait for Jeff to respond to my email? Or should I keep calling the (618) phone number? I emailed almost 24 hours ago with no response.
Audles
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#66510
Re:Problem with My Order (4086) 4 Months ago  
Hi Audles,

Have you reached Jeff?
Stefan
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#66512
Re:Problem with My Order (4086) 4 Months ago  
No sir, I have not! I've been too busy this afternoon at work to try calling again. But hadn't been successful earlier.
Audles
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#66514
Re:Problem with My Order (4086) 4 Months ago  
Sorry to keep bothering you guys. But still nothing via email. I phoned again and left a message with the person that answered. He didn't give his name. I believe that was about 3:00 PST. Haven't heard back.

This is the email address I originally sent my query: jeff.martin@dwarvenforge.com

Anyway, just wanted an update. I'd ordered the Game Tiles set specifically because I wanted something in another color scheme for an upcoming game. I don't mind waiting once I at least know what's happening.
Audles
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#66515
Re:Problem with My Order (4086) 4 Months ago  
It's a small company and they are in the middle of of a huge restock which I am sure is taking up most of Jeff's time. Dwarven Forge WILL make it right so dont worry one bit..... have some patience and STOP FREAKING OUT !!!!

just kidding... but Dwarven Forge really does have the best customer service.
They will take care of you.
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#66544
Re:Problem with My Order (4086) 4 Months ago  
It's end of day on Monday, July 28th. I've called multiple times. The one time someone answered, they took a message that was never responded to. I've emailed and I've tried these forums - there have been no responses other than Stefan in this thread. It's been five days.

Honestly feeling pretty bummed at this point. I've been saving for this order for months and was pretty exciting about it. Oh well I guess.
Audles
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#66546
Re:Problem with My Order (4086) 4 Months ago  
Please see my email above.
jls304
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"Strange Brew or Strange View? " Stefan
 
#66549
Re:Problem with My Order (4086) 4 Months ago  
Audles wrote:
Hello! Sorry if this isn't the right place to put this, but I've emailed Jeff and called 618-549-7100. There hasn't been an answer at either. I placed an order on Monday and it arrived yesterday. However, it arrived with a wrong item in it.

Should I wait for Jeff to respond to my email? Or should I keep calling the (618) phone number? I emailed almost 24 hours ago with no response.


I am sorry for the missed emails and messages. I have sent you emails, but they have not reached you. You should have also gotten a tracking email from FedEx. Your replacement pack was sent out on Friday, and FedEx tracking says it will be to you Tuesday.

Thanks for your patience. And please keep the incorrectly shipped pack with our compliments.

Jeff
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#66554
Re:Problem with My Order (4086) 4 Months ago  
Understood! Thanks Jeff!
Audles
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#66565
Re:Problem with My Order (4086) 4 Months ago  
please let us know that you got it when you do:)

Sorry for the delayed reply here on the forums....I have been busy setting up an extra space for sculpting and designing and Jeff has been dealing with logistics and restock arrival....you should be good though, please let us know...
Stefan
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#66575
Re:Problem with My Order (4086) 4 Months ago  
In some 11-12 years I have had nothing but excellent customer service from Stephan and Jeff. Whenever I had a small issue, it was quickly resolved! I worked in customer service for over 25 years and my wife still does. They deserve top marks!!!
brvheart
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#66580
Re:Problem with My Order (4086) 4 Months ago  
@Stefan and Jeff: Package arrived, coincidentally mere hours apart from the resin pieces that came today, too. So happy Dwarven Forge Day! Good luck with the new expanded space; hope we see some of your new stuff soon Stefan!

@Brvheart, Totally agree, they're fantastic. My anxiety was squarely centered on not knowing whether or not Jeff had gotten my message. I wasn't entirely sure, but I did try to keep my pestering solely during working hours.
Audles
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