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My posters were shipped on February 9

posted by chrisff1989 on - last edited - Viewed by 167 users

It's now over a month later and they're still not here. Again. This is ridiculous.

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  • I'm sorry. We can't control the mail. :(

    Your posters shipped on February 8. As we know from experience, it can sometimes take five or even six weeks for international packages to arrive. Please give it another week or so and if they still haven't turned up, send an email to support. (I remember sending you a replacement package in the past - did the original ever show up, and if yes, do you remember how long it took?)

    As has been mentioned in other threads, we are very actively looking into alternate shipping options, and in the pretty near future we should have more options for our international customers besides the "slow boat" method we have now.

  • The replacement came in a week after it was sent and the original came a few days later, if I recall correctly. The point is, for the price you're charging for international mail, it's ridiculous for the customers to have to wait a month -or, in some cases, 2 and 3 months- for a package to arrive. Why not use the same shipping method for the first order as the one you use for replacements (at least for international orders)?

    Anyway, if I don't see the package by next Monday, I will be requesting a replacement.

  • [quote]it's ridiculous for the customers to have to wait a month -or, in some cases, 2 and 3 months- for a package to arrive.[/quote]

    Agreed. Luckily in most cases this doesn't happen, but sometimes it does, and we really appreciate our customers' patience since it's not something we have any control over.

    [quote]Why not use the same shipping method for the first order as the one you use for replacements (at least for international orders)?[/quote]

    Because orders are shipped from a warehouse run by our ecommerce provider, and the only options they offer for international shipments are the USPS option we use, and international UPS which is extremely expensive. We removed UPS last year because it caused problems at customs when people ordered the free Sam & Max disc, and it was so expensive no one was selecting it anyway.

    Reships are sent by a human being in Telltale's office who packs up them up and takes them to the post office on our lunch break. It's extremely time consuming, not to mention expensive because both the shipping costs and the costs of the replacement merchandise are coming out of our pockets, but we handle the reships ourselves because we don't want our international customers to have to wait another six weeks for a package to maybe/maybe not show up. And when the original package does show up (inevitably a few days after we've sent the reship), we don't require people to send it back to us because we don't want to inconvenience the customer, so most people who contact us for a reship end up getting stuff for free.

    I'm really sorry that you're unhappy about the situation. I am too, and we're doing a lot of work behind the scenes right now to make it better, but for now we have to manage with the hand we were dealt. Stuff like this can't be fixed overnight.

  • We generally do have better luck with the total shipping time when I ship from our offices, but not always.

    Keep in mind that international shipping also involves customs information, which increases all of the time and expense involved.

    I do my best to ship as quickly as possible when you do not receive your original package, so bear with us.

    I promise you will get your stuff, if I have to bring it to you myself. (For the record, this is hyperbole. I wish I could travel the world to spread Sam and Max love!)

    Damon

  • They came in today! I should set deadlines more often.

  • Glad to hear you got them!

    Damon

  • Woo! Thanks for letting us know.

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