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Subject: Cancelling games on order rss

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Big Kat
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I recently just got a fairly big game order from an online retailer (large enough to qualify for free shipping). When I went through the package, I noticed a couple of the items that I had ordered were missing. I emailed the store to find out what happened to the items. They said that they were missing those items, so they just shipped what they had in stock and gave me a refund for the missing items. It's a little annoying because now I'll have to reorder the items and also pay a shipping charge.

Does anyone know if this is normal? It seems strange that they would alter my order and ship it out without notifying me first. Is this a common practice for online game stores? I've ordered from this place before and they normally give great service so I was a little surprised.
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Richard Diosi
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In my experience with several online retailers I would say this is not normal. It would have been good business practice to notify you first. At least they did refund your money but yes I think they should have handled it differently.

You said you've ordered from them before, maybe a well worded e-mail to them explaining your dissatisfaction will prompt them to realize the situation from your point of view and they might be able to offer some future compensation on your next order.

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Alan Reeve
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I agree with you... you should have been contacted and be allowed to make the decision.
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Big Kat
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jwoodall04 wrote:
I can't imagine that is normal practice and I don't think I'd use them again. Is it a big name store?


Yes, it's one of the more popular online game stores. And I've used them before and always had great service from them. So this was surprising.



Edited to add the quote
 
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Big Kat
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DocStryder wrote:
In my experience with several online retailers I would say this is not normal. It would have been good business practice to notify you first. At least they did refund your money but yes I think they should have handled it differently.

You said you've ordered from them before, maybe a well worded e-mail to them explaining your dissatisfaction will prompt them to realize the situation from your point of view and they might be able to offer some future compensation on your next order.



Yes, I sent them an email this morning after they told me that they cancelled my items. I tried to be nice about it. We'll see what happens.
 
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Gene Warren
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They should have contacted you, and given what they did they should at least offered you free shipping on the missing items if you choose to purchase them when they restock.

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Kris J
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What is the name of this online retailer? I understand your recalcitrance in naming the store, but no matter what happens, it'd be nice to know who foibled along with the eventual disposition.

KJ
 
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Big Kat
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Rompcat wrote:
What is the name of this online retailer? I understand your recalcitrance in naming the store, but no matter what happens, it'd be nice to know who foibled along with the eventual disposition.

KJ


It's CoolStuffInc. If they respond back, I'll let you know what they say.
 
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Val Ruza
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I have never heard of this happening before. I have had shops send me a partial shipment and then the rest later when they received stock, but then shipping on both shipments was free. Is this their normal policy, and if so is it written anywhere? It would seem to me that this would relevant in the decision of where to purchase items.
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Erik Tietz
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Are the missing items out of print, or just something out of stock that they'll get in soon? If it's something they can get back in stock easily, I would expect them to allow me to purchase with free shipping whether it was over $100 or not.
 
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Abraham Drucker
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I recently had the same experience with a fish store. What sucks about it is that it is a minimum $25 order, and shipping is about $25-30, so basically I'm just never going to get the rest of my order since I don't really want to spend $50 just to get a handful of freshwater clams. I wasn't ever notified, i just had to check the invoice to see that I wasn't billed for them.

On the other hand, I had an order from Thoughthammer held up for about 3 months while waiting for Race for the Galaxy.
 
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Big Kat
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ze_stom wrote:
I recently had the same experience with a fish store. What sucks about it is that it is a minimum $25 order, and shipping is about $25-30, so basically I'm just never going to get the rest of my order since I don't really want to spend $50 just to get a handful of freshwater clams. I wasn't ever notified, i just had to check the invoice to see that I wasn't billed for them.

On the other hand, I had an order from Thoughthammer held up for about 3 months while waiting for Race for the Galaxy.


See, that's the goofy thing. My order was held up waiting for Summoner Wars. Then Summoner Wars comes in and the order ships out without the other items. And I look at the website today and one of them is in stock. Oh well.
 
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Same thing has happened to me.
They emailed me back after I contacted them and were great.
I re ordered the games and they refunded the shipping because it was a part of my original order.
I have found that if you ask they are only to willing to work with you. I like their customer service, and will continue to use them.
If you are concerned they have a toll free number you can call and talk to them.
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Henry Ho
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Surprisingly, this is a very common practice among multiple online game stores. This had happened to me with multiple big name stores. However, Customer Service from all stores had been great with allowing me to do a follow-up order with free shipping.
 
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Big Kat
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Well, in case anyone is interested, CoolStuffInc responded to me. They're shipping my items out to me with no extra charge. And they even gave me a $5 gift certificate on top of that. So everything worked out fine in the end. Yay!
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Alan Reeve
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bigkat wrote:
Well, in case anyone is interested, CoolStuffInc responded to me. They're shipping my items out to me with no extra charge. And they even gave me a $5 gift certificate on top of that. So everything worked out fine in the end. Yay!


Actually I'd say the way they resolved was more important than the initial problem. Everyone makes mistakes. It's how they are rectified that matters.
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