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Situation with Order 391794 |
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skull78 
Lift Op. 
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
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 Topic: Situation with Order 391794Posted: Oct/24/2012 at 4:36pm |
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Hey guys,
I'm on the phone with you at the moment, been on hold for several minutes. I have tried emailing you, and speaking to a live chat rep - no answer as of yet. Could you please advise me on what the situation is with my order? It's not coming up in my recent orders - so I am slightly concerned. Please advise. Cheers, Luke |
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skull78
Lift Op.
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
Quote Reply
Posted: Oct/24/2012 at 4:44pm |
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Gave up after 15 minutes on hold on the phone. International calls aren't cheap.
Please email/reply to post to advise. Thanks |
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ippollite
Expert Members 
Joined: Oct/26/2009 Location: 60 Online Status: Offline Posts: 2996 |
Quote Reply
Posted: Oct/24/2012 at 4:45pm |
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I cant really help, but stick with it. Answers are much faster in chat (if you can find a staff member (red) NOT an expert member (orange)).
What i will ask though is your location since international orders require a second step of verification that they tell you in the fine print of the international order thread. Often delays of orders are caused by people not sending in the required information. So it COULD be that. Then again it might not be, im not staff, i have no means of tapping into your order.
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m00m
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ippollite
Expert Members
Joined: Oct/26/2009 Location: 60 Online Status: Offline Posts: 2996 |
Quote Reply
Posted: Oct/24/2012 at 4:47pm |
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And your second post confirms it. Youre an international. Its likely then that you just need to hold tight. Theyll send you an email requesting extra information, once you confirm your details theyll ship the stuff out. It sometimes takes a bit of time. If its longer than 48 hours though, sit on chat during business hours and POUNCE on any staff member you see.
Also, check your spam on the email associated with this account. The email might be in there.
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m00m
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skull78
Lift Op.
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
Quote Reply
Posted: Oct/24/2012 at 4:48pm |
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I received an email back from them a day or two later saying that the verification was fine and that it is being cleared for shipping.
The order isn't being shipped international - its being shipped domestic to a friend of mine, who will forward it to me. Thanks for the reassurance though. Hopefully I get some answers soon :) |
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ippollite
Expert Members
Joined: Oct/26/2009 Location: 60 Online Status: Offline Posts: 2996 |
Quote Reply
Posted: Oct/24/2012 at 4:53pm |
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Good luck dude. Go on chat though, staff do pop in there quite often (during US business hours) so you should be able to get an answer much easier than by phone.
And by phone i recommend you skype them. It costs almost nothing. The most important thing to do is make sure its during business hours. Currently is 6.52pm where they are, so theyve probably gone home im afraid :)
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m00m
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skull78
Lift Op.
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
Quote Reply
Posted: Oct/24/2012 at 4:57pm |
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Is the time zone PST? CT or Eastern? For some reason I thought it was PST.
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ippollite
Expert Members
Joined: Oct/26/2009 Location: 60 Online Status: Offline Posts: 2996 |
Quote Reply
Posted: Oct/24/2012 at 5:20pm |
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I have no idea of american time zones so couldnt tell you which one. Its the one thats currently 7.22pm :)
They are based out of St Paul Minnesota if that helps. :) |
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m00m
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derbytownjoe
Expert Members
Joined: Apr/07/2009 Location: 5 Online Status: Offline Posts: 2151 |
Quote Reply
Posted: Oct/24/2012 at 5:23pm |
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the problem is not that is not being shipped internationally, but rather that you LIVE internationally and are probably paying with an international card....
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Im Himmel gibt's kein Bier, drum trinken wir es hier.
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skull78
Lift Op.
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
Quote Reply
Posted: Oct/24/2012 at 5:46pm |
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In my name. Offered to send drivers license/passport if need be. No reply. Email was sent 5 days ago. Email service usually that slow?
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derbytownjoe
Expert Members
Joined: Apr/07/2009 Location: 5 Online Status: Offline Posts: 2151 |
Quote Reply
Posted: Oct/24/2012 at 6:33pm |
shouldnt be that long. have you looked in your spam folder?
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Im Himmel gibt's kein Bier, drum trinken wir es hier.
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skull78
Lift Op.
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
Quote Reply
Posted: Oct/24/2012 at 10:13pm |
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I have all my emails from the company being filtered into a specific folder. Should all be there.
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skull78
Lift Op.
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
Quote Reply
Posted: Oct/24/2012 at 10:14pm |
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Definitely nothing in my spam folder. Just made sure.
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spenser
Instructor 
Joined: Jul/24/2008 Online Status: Offline Posts: 14300 |
Quote Reply
Posted: Oct/24/2012 at 10:15pm |
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dave mccaul was the best thing that ever happened to the house. customer service, not so much.
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skull78
Lift Op.
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
Quote Reply
Posted: Oct/26/2012 at 4:30pm |
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Hey guys,
You said that you'd fix it up yesterday when I called you, and that it will be all good for today. Still haven't received the email that you said you'd send, nor is my order showing up in my recent order area yet. I purchased my travel insurance two days ago from an international company, and my purchase with them has already been completed and debited from my account. I was really hoping that you'd stick to your word when I spoke to you yesterday. This is becoming disappointing now. I was needing that gear to meet me when I fly over, now it looks like I'll be going cold for a few days.  |
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skull78
Lift Op.
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
Quote Reply
Posted: Oct/29/2012 at 3:21am |
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So did you guys refund me without telling me? :S
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koji3
Instructor
Joined: Mar/02/2010 Location: 8 Online Status: Offline Posts: 1743 |
Quote Reply
Posted: Oct/29/2012 at 4:17am |
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^^ What? terrible... Have you asked ali? shes on at giveaway time, ask her then?
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If only Queensland had snow...
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skull78
Lift Op.
Joined: Oct/19/2012 Online Status: Offline Posts: 10 |
Quote Reply
Posted: Oct/29/2012 at 7:49am |
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I've called. Posted here. Posted on facebook. Ali tried to help, but she couldn't - hence the call. I called my bank, since they haven't taken the money for my order out of my account, they've blocked the pending transaction until the payment is requested or placed again. I can't believe how bad the customer service has been :-(
Don't think I'll be coming back to this company. Friends put me onto them as well. |
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Allieng
TRU Staff. 
Joined: Dec/08/2010 Location: 39 Online Status: Offline Posts: 88 |
Quote Reply
Posted: Oct/29/2012 at 9:52am |
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Hey Luke,
Sorry about your order here, but I do not remember talking to you about your order. I do see that you have talked to several people today about your order and your order is going to be shipping out today!!! Just to let everyone know we had a import error last weekend, where order were not importing right into our system here. We were not aware of this problem until late last week. If you placed a order between OCT 19-23, your order is being shipped out today on a 2 day with FedEx. Luke if you have any question, please feel free to email me or message. I'm more than happy to help you out!!! Email - Allie.ng@TruSnow.com Allie |
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