#No answer

32 messages · Page 1 of 1 (latest)

patent grottoBOT
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shiba_cheer thecomfyatelier, you have reached lv. 1!

fluid pecan
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I am deleting your messages because it contains sensitive information. If you’ve already emailed cs, I am sure they’ll get back to you shortly

neat oak
neat oak
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hmm, I cross checked your tracking number and I see a ticket sent regarding a delayed order on Saturday at 3:22PM. is this not correct?

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right, but new tickets submitted take 2-5 business days for a response, which is what you did do. i'm not claiming that you haven't sent in previous e-mails, but if you submit a new request for customer service to look into your order, then you need to wait until customer service actually gets to your ticket.

your previous ticket submitted on september 28th was already responded to on october 2nd.

plucky crown
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What does this have to do with my package not being sent out? For a month before today?

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No disrespect, but the ticket situation is not the issue. My $137 package sitting in NY that hasn't moved for weeks is the issue.

patent grottoBOT
neat oak
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yes, i understand, but i'm not customer service so i can't provide a response on your order specifically. it's detailed very clearly in the discord, that all order related requests are to be handled by customer service via email as they are the only ones who can look into your order. i'm simply letting you know that customer service will need some time to provide an update on your order and since you sent in a ticket on saturday, you should be receiving a response soon.

plucky crown
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I purchased these on Sept 15. I reached out on Sept 28, and then a shipping label was created on Oct 2. Personally I'm offended because I feel like I was lied to just so customer service wouldn't have to deal with me.

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I purchased other backorder items and many other items with osume, and this is the first time I ever had this issue.

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$137 lost for being patient. This is saddening. No customer should have the fight so hard for an order to be received.

neat oak
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sorry but maybe i'm misunderstanding, you state that your order did not ship for an entire month, however night market was a backorder item and backorder items were expected to ship sometime late september/early october. at the time that you sent in a ticket to us (late september/early october) that was still about when fulfillment for your package begins.

plucky crown
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It's not early October anymore ma'am. It's mid October now.

neat oak
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right, but due for fulfillment means that your package is starting to ship. shipping times are then around 1-3 weeks to ship depending on your location, which lines up with the timeline of a backorder item.

plucky crown
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The package hasn't moved since Oct 2.

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I'm in Texas. United States. Other osume packages have not taken this long and they had backorder too.

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There is no excuse to be given for why a label was created 14 days ago, and the package hasn't been received by usps.

neat oak
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right, which is why you're sending a new ticket in and why customer service will look into your order once again. these are two separate issues.

fulfillment for your package did not encounter any delays, however it could be possible that once shipped, your shipment encountered some delays, which would then be looked into if a certain amount of time has passed and your package hasn't shown any movements. however, with the ticket sent in on september 28th, fulfillment for your package was just beginning so customer service couldn't have known that your shipment would be delayed as the timeline was on it's normal course.

plucky crown
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Usps says that this only happens when a package is not received by the shipper or they don't scan it

neat oak
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like I said, customer service will look into your order and investigate the issue. if it's deemed to be lost, you will receive a replacement.

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the first time you contacted customer service, everything was on it's normal course, but that could've changed in two weeks.

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i'm not denying that your package is lost at all.

plucky crown
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Do I need to show you my last order made through osume with a item that was on backorder?

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I ordered the matcha keycaps on July 5, which were on backorder. They came on Aug 2. That's not a month.

neat oak
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an item on backorder means that it's awaiting arrival to our warehouse, sometimes they can come early, sometimes they can come later. night market backorders were stated to arrive late september, which customers are made aware of before checking out. night market did indeed arrive late september, and your order was also shipped around that same time.

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if you encounter shipping delays/problems, that's a separate issue. i've mentioned that already.

plucky crown
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Shipped where? To whom? I didn't receive anything and neither did USPS. They are still awaiting the item. A label was created and has not moved since Oct 2.

patent grottoBOT
neat oak
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shipped means it has left our warehouse, it does not mean it has arrived to you. shipping still takes time and can encounter delays, or other issues along the way.

plucky crown
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Like a shipping label being created and not moving? From NY? Which USPS has no clue about because they haven't received it?

neat oak
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like I said. only customer service can look into your order and investigate why your tracking number has not shown movement. please wait for customer service to respond to your ticket.