Current bad dragon experience

[fcow]

I made two orders, 6 minutes apart on 20th.

First order rowan and lube
Second order 3 toys.

I have already received the first order. Second order still being processed and has not shipped.

The rowan tore with 2 uses in not even 2 days of owning. I am by no means "above average" in terms of length and girth. I emailed support and they offered atore credit as replacement. Now 3 business days later no reply confirming credit and no credit on account.

Second still hasn't shipped, which still doesn't make sense as was only one extra item and only 6 minutes separating from first order. I dint see how one extra item and 6 minutes translates to 4, and counting, additional business days to ship.

According to their own FAQ the only thing that ADDS to shipling times is accessories and merchandise, not inventory toys. So contradicts how the first order which contained an " accessory item" (lube) shipped first.

Is this normal? Because its clear they don't process orders on an "as recieved" basis.

I have sent two ential emails, the one mentioned about the rowan and one more about expected shipping times. They respond to initial email within a day but so far no response back from them to responses sent back to them in those emails. Like the only way to get a customer service response to send a new email, they won't respond back beyond the initial first reaponse.

 

[Vitani]

It's because of their black friday drop. I ordered my black friday Ky'el on the 22nd, and it's still trapped in 'Order Accepted' purgatory.
They claimed to have resumed shipping orders on the 28th but....so far I haven't seen anything move. :/

 

[fcow]

It's because of their black friday drop. I ordered my black friday Ky'el on the 22nd, and it's still trapped in 'Order Accepted' purgatory.
They claimed to have resumed shipping orders on the 28th but....so far I haven't seen anything move. :/

Oh I understand the massive amount of orders from black Friday. My complaint about ny experience is two things

One: lack of customer support. They won't respond back to existing tickets. And now seems like they are ghosting me about actually giving me the store credit they offered.

Two: how their shipping department doesn't process orders as "when recieved". Because no one had been able to explain to me how one extra item and 6 minutes means going on half a week of extra shipping time

 

[Vitani]

Oh yeah, their shipping method/system is completely borked. It kinda always has been.

Annnnnd my bad, but iirc, they also said that CS reps were also going to be out until the 28th due to the holiday so it's probably backlogged/gets moved back in the line/que after a response would be my guess.

None of which excuses this tho. They do really need to reorganize the back end shipping and ticket system.

 

[fcow]

Oh yeah, their shipping method/system is completely borked. It kinda always has been.

Annnnnd my bad, but iirc, they also said that CS reps were also going to be out until the 28th due to the holiday so it's probably backlogged/gets moved back in the line/que after a response would be my guess.

None of which excuses this tho. They do really need to reorganize the back end shipping and ticket system.

Thats the thing though. I know they missed a few days due to holidays. But like its like I send an email. Get response back next day, reply to that email, no further response.

And yeah maybe their customer service system goes tickets "in line", and a response goes back to the end of the line. But even then. I'll get a reply to a new email before I get one back to a response to an existing, even though that response back was before the new one.

Its getting to the point where if I don't have my order shipped by tomorrow I'm just going to cancel it. Almost $600 between the two orders and they kinda just throwing away my business by how fucking poorly they run things.