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Subject: Complaint about Eagle Games Customer Service rss

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Derrick Siegmund
Netherlands
Heemskerk
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I have ordered the 3 expansions from EagleGames, but unfortunately these were not delivered (it has been about 7 weeks now).
So hoping for a solution I mailed Eagle/Gryphon Games a couple of weeks a go and got a reply... once...

Since then I have sent multiple mails, but I feel like I am just being ignored. Hopefully I can get some attention here on BGG: anyone else having the same experience?

I am really frustrated and angry, because I consider this to be borderline theft (if I would get a polite answer, I would probably feel different...)
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sean mclaren
Australia
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I ordered the game expansions a few months ago and I received them within about a week.I was really happy with the service.Sorry you are having bad luck.
 
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Liam
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Moved from Fantastiqa to Discussing Retailers.
 
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Greg Burbidge
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I've emailed them three times in the last few months about various issues and have never heard back about any of them. That, and how terrible railways express was,made me decide not to support any of their kickstarters in the future.
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Jay Volk
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I emailed them 10 days ago and they never responded. I think you are on your own.



EDIT -- Please be advised that my request was handled. I appreciate the response. Thank you Eagle Games. I won't remove the initial post because nothing would make sense if I did that. Thanks.
 
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Ken Grazier
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Which email address are you using when you contact them? I've had luck with customer-service@eagle-gryphon.com in the past.
 
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David Knepper
United States
Huntsville
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Kengi wrote:
Which email address are you using when you contact them? I've had luck with customer-service@eagle-gryphon.com in the past.


Or here, on BGG:

Eagle-Gryphon Games
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Ralph H. Anderson
United States
Prospect
Connecticut
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Hi,

I am the newly minted VP Marketing and Public Relations for Eagle-Gryphon Games. I have been following up with the warehouse on the three issues mentioned in this thread.

In Derrick's case, my understanding is that USPS in Netherlands lost his package. We only received the first email from Derrick about this problem this past Friday. (I do not know what happened to any previous emails he sent as we do not have a record of them). On Friday, in response to Derrick's latest email, our warehouse put out a track to our USPS and made a few calls to try and find the package. With no luck there, we then made the decision to have our distribution point in Netherlands send a replacement. An email was sent to Derrick this morning to confirm delivery method.

In Jay's case, there was an oversight. I won't go into the details, but his request should have been handled on 9/18. The warehouse is taking care of this today (replacement disks).

In Greg's case, we do not have a record of his emails. I will PM Greg to follow up.

Having been in customer service for over 25 years, I know how difficult it can be, especially for a small staff, to get everything right every time. However, I can assure you we will do our best to make it 100%.

Some tips on what YOU can do to make things go more smoothly if you ever do have a problem.

The correct email address for our customer service is customer-service@eagle-gryphon.com.

It is a good practice to check your spam folders to be sure any replies were not caught there. I had that happen to me recently. It is a common occurrence.


Please be sure all the information you provide is complete and correct. Be specific on what you need.

If earned, please give companies the benefit of the doubt. Believe me, every company knows it is in their best interest to take care of their customers. And yet, sometimes, even with the best intent, some things go awry. Please work with us to resolve your issue first.

Thank you for your support or our games!
Ralph
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Derrick Siegmund
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Indeed I received an answer now and for me this issue is solved. I also don't know what happened to prior mails, but am glad that I have had a response
 
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Greg Burbidge
Canada
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After posting here I got a very quick response, which I appreciate. They seem or have no record of the three prior email I had sent, though in each case I had received an auto response from them. Appreciate the help, even if it was a month later.
 
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Ralph H. Anderson
United States
Prospect
Connecticut
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Derrick, Jay and Greg,

Thank you for your updates! I am happy we were able to address your issues.

Thank you all for playing our games!

Ralph


Note to Greg: We did find your emails, there was an oversight on our end which has been corrected.

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