Discussion Forum: Thread 253763

 Author: FireStarToys View Messages Posted By FireStarToys
 Posted: Jun 20, 2019 13:52
 Subject: Forced to issue NSS for AFOL design programme
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 Topic: Help
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FireStarToys (6746)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 30, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: firestartoys.com
Have been absolutely shocked at the poor level of customer support for a missing
AFOL designer programme set. Tracking has not updated for over a month (16th
May) and confirms the package never left the USA, just that it has been prepared
for shipment. I ordered two sets and the other arrived within 2 weeks. This package
was supposedly sent 5 weeks ago.

I sent a email on the 7th June to customersupport@bricklink.com and got a ticket
number, then no response???? Sent more emails and still no response!

Have been forced to issue a NSS and finally got a response 2 days later which
completely ignored the original message showing the tracking confirms the parcel
never left the USA? They just said that they "suspect" it's stuck in customs?
How can it be stuck in UK custom if it never left the USA and parcelforce tracking
in the UK also says it has not left the USA.

Last message I left on the NSS was 4 days ago and still no update?

I have received two other AFOL design programme sets and was blown away by how
good they are, but this complete lack of help and support when things go wrong
has been shocking from bricklink.

Can someone from admin PLEASE look into this and either issue a refund or send
a replacement set.
Order ID# 11081679
 Author: SylvainLS View Messages Posted By SylvainLS
 Posted: Jun 20, 2019 14:15
 Subject: Re: Forced to issue NSS for AFOL design programme
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SylvainLS (32)

Location:  France, Nouvelle-Aquitaine
Member Since Contact Type Status
Apr 25, 2014 Contact Member Buyer
Buying Privileges - OK
In Help, FireStarToys writes:
  […]
this complete lack of help and support when things go wrong
has been shocking

Absolutely…

   from bricklink.

er, not.
 Author: FireStarToys View Messages Posted By FireStarToys
 Posted: Jun 20, 2019 14:26
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 110 times
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FireStarToys (6746)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 30, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: firestartoys.com
er, yes.

AFOL Designer Program Store Terms
Studio Shop is owned and operated by the BrickLink Corporation and has the full
faith and backing of the site. All items will be shipped by BrickLink staff from
our warehouse in Southern California.
 Author: SylvainLS View Messages Posted By SylvainLS
 Posted: Jun 20, 2019 15:44
 Subject: Re: Forced to issue NSS for AFOL design programme
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SylvainLS (32)

Location:  France, Nouvelle-Aquitaine
Member Since Contact Type Status
Apr 25, 2014 Contact Member Buyer
Buying Privileges - OK
In Help, FireStarToys writes:
  er, yes.

AFOL Designer Program Store Terms
Studio Shop is owned and operated by the BrickLink Corporation and has the full
faith and backing of the site. All items will be shipped by BrickLink staff from
our warehouse in Southern California.

I meant that even though such customer non-service is shocking.
But it’s standard operation procedure for BrickLink.
 Author: Admin_Russell View Messages Posted By Admin_Russell
 Posted: Jun 20, 2019 14:47
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 178 times
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Admin_Russell

Location:  USA, California
Member Since Contact Type Status
May 9, 2017 Contact Member Admin
Buying Privileges - OKSelling Privileges - OK
BrickLink Administrator
In Help, FireStarToys writes:
  Have been absolutely shocked at the poor level of customer support for a missing
AFOL designer programme set. Tracking has not updated for over a month (16th
May) and confirms the package never left the USA, just that it has been prepared
for shipment. I ordered two sets and the other arrived within 2 weeks. This package
was supposedly sent 5 weeks ago.

I sent a email on the 7th June to customersupport@bricklink.com and got a ticket
number, then no response???? Sent more emails and still no response!

Have been forced to issue a NSS and finally got a response 2 days later which
completely ignored the original message showing the tracking confirms the parcel
never left the USA? They just said that they "suspect" it's stuck in customs?
How can it be stuck in UK custom if it never left the USA and parcelforce tracking
in the UK also says it has not left the USA.

Last message I left on the NSS was 4 days ago and still no update?

I have received two other AFOL design programme sets and was blown away by how
good they are, but this complete lack of help and support when things go wrong
has been shocking from bricklink.

Can someone from admin PLEASE look into this and either issue a refund or send
a replacement set.
Order ID# 11081679

Tracking information for FIMS is not complete. It only shows the last station
in which it was scanned. Your package could very well be waiting at your local
post office with a customs bill attached. We have seen this several times where
one package will get through, but charges are placed on the second.
 Author: TheBrickGuys View Messages Posted By TheBrickGuys
 Posted: Jun 20, 2019 21:10
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 129 times
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TheBrickGuys (8855)

Location:  USA, California
Member Since Contact Type Status
Dec 18, 2010 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: TheBrickGuys
In Help, Admin_Russell writes:
  In Help, FireStarToys writes:
  Have been absolutely shocked at the poor level of customer support for a missing
AFOL designer programme set. Tracking has not updated for over a month (16th
May) and confirms the package never left the USA, just that it has been prepared
for shipment. I ordered two sets and the other arrived within 2 weeks. This package
was supposedly sent 5 weeks ago.

I sent a email on the 7th June to customersupport@bricklink.com and got a ticket
number, then no response???? Sent more emails and still no response!

Have been forced to issue a NSS and finally got a response 2 days later which
completely ignored the original message showing the tracking confirms the parcel
never left the USA? They just said that they "suspect" it's stuck in customs?
How can it be stuck in UK custom if it never left the USA and parcelforce tracking
in the UK also says it has not left the USA.

Last message I left on the NSS was 4 days ago and still no update?

I have received two other AFOL design programme sets and was blown away by how
good they are, but this complete lack of help and support when things go wrong
has been shocking from bricklink.

Can someone from admin PLEASE look into this and either issue a refund or send
a replacement set.
Order ID# 11081679

Tracking information for FIMS is not complete. It only shows the last station
in which it was scanned. Your package could very well be waiting at your local
post office with a customs bill attached. We have seen this several times where
one package will get through, but charges are placed on the second.

Going along with this, I have sent packages to customers where the tracking info
does not change until the day it is delivered, meaning that they were not scanned
all along the way except by the last postman when they were out for delivery.
I would definitely check you post office (or where ever they hold customs packages
in your country).

Jim
 Author: WildBricks View Messages Posted By WildBricks
 Posted: Jun 21, 2019 08:38
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 113 times
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WildBricks (1674)

Location:  USA, Georgia
Member Since Contact Type Status
May 9, 2016 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Wild Bricks GA
+1

It all depends on how their tracking program is plugged in with the US system.
Annoying in the extreme, but not really the fault of BL.



In Help, TheBrickGuys writes:
  In Help, Admin_Russell writes:
  In Help, FireStarToys writes:
  Have been absolutely shocked at the poor level of customer support for a missing
AFOL designer programme set. Tracking has not updated for over a month (16th
May) and confirms the package never left the USA, just that it has been prepared
for shipment. I ordered two sets and the other arrived within 2 weeks. This package
was supposedly sent 5 weeks ago.

I sent a email on the 7th June to customersupport@bricklink.com and got a ticket
number, then no response???? Sent more emails and still no response!

Have been forced to issue a NSS and finally got a response 2 days later which
completely ignored the original message showing the tracking confirms the parcel
never left the USA? They just said that they "suspect" it's stuck in customs?
How can it be stuck in UK custom if it never left the USA and parcelforce tracking
in the UK also says it has not left the USA.

Last message I left on the NSS was 4 days ago and still no update?

I have received two other AFOL design programme sets and was blown away by how
good they are, but this complete lack of help and support when things go wrong
has been shocking from bricklink.

Can someone from admin PLEASE look into this and either issue a refund or send
a replacement set.
Order ID# 11081679

Tracking information for FIMS is not complete. It only shows the last station
in which it was scanned. Your package could very well be waiting at your local
post office with a customs bill attached. We have seen this several times where
one package will get through, but charges are placed on the second.

Going along with this, I have sent packages to customers where the tracking info
does not change until the day it is delivered, meaning that they were not scanned
all along the way except by the last postman when they were out for delivery.
I would definitely check you post office (or where ever they hold customs packages
in your country).

Jim
 Author: Kev80e View Messages Posted By Kev80e
 Posted: Jun 24, 2019 08:47
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 110 times
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Kev80e (25)

Location:  United Kingdom, England
Member Since Contact Type Status
Nov 24, 2018 Contact Member Buyer
Buying Privileges - OK
I'm experiencing exactly the same thing with my order . Just says being prepared
to be sent to destination country for over a week . I've sent messages but
no reply . I'm very disappointed , especially after the great service from
other sellers

In Help, WildBricks writes:
  +1

It all depends on how their tracking program is plugged in with the US system.
Annoying in the extreme, but not really the fault of BL.



In Help, TheBrickGuys writes:
  In Help, Admin_Russell writes:
  In Help, FireStarToys writes:
  Have been absolutely shocked at the poor level of customer support for a missing
AFOL designer programme set. Tracking has not updated for over a month (16th
May) and confirms the package never left the USA, just that it has been prepared
for shipment. I ordered two sets and the other arrived within 2 weeks. This package
was supposedly sent 5 weeks ago.

I sent a email on the 7th June to customersupport@bricklink.com and got a ticket
number, then no response???? Sent more emails and still no response!

Have been forced to issue a NSS and finally got a response 2 days later which
completely ignored the original message showing the tracking confirms the parcel
never left the USA? They just said that they "suspect" it's stuck in customs?
How can it be stuck in UK custom if it never left the USA and parcelforce tracking
in the UK also says it has not left the USA.

Last message I left on the NSS was 4 days ago and still no update?

I have received two other AFOL design programme sets and was blown away by how
good they are, but this complete lack of help and support when things go wrong
has been shocking from bricklink.

Can someone from admin PLEASE look into this and either issue a refund or send
a replacement set.
Order ID# 11081679

Tracking information for FIMS is not complete. It only shows the last station
in which it was scanned. Your package could very well be waiting at your local
post office with a customs bill attached. We have seen this several times where
one package will get through, but charges are placed on the second.

Going along with this, I have sent packages to customers where the tracking info
does not change until the day it is delivered, meaning that they were not scanned
all along the way except by the last postman when they were out for delivery.
I would definitely check you post office (or where ever they hold customs packages
in your country).

Jim
 Author: Kev80e View Messages Posted By Kev80e
 Posted: Jun 24, 2019 14:22
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 64 times
 Topic: Help
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Kev80e (25)

Location:  United Kingdom, England
Member Since Contact Type Status
Nov 24, 2018 Contact Member Buyer
Buying Privileges - OK
Typically it's now moved to arrived in the UK . Took 3 weeks , not BL fault
if say , more slow postal service .

In Help, Kev80e writes:
  I'm experiencing exactly the same thing with my order . Just says being prepared
to be sent to destination country for over a week . I've sent messages but
no reply . I'm very disappointed , especially after the great service from
other sellers

In Help, WildBricks writes:
  +1

It all depends on how their tracking program is plugged in with the US system.
Annoying in the extreme, but not really the fault of BL.



In Help, TheBrickGuys writes:
  In Help, Admin_Russell writes:
  In Help, FireStarToys writes:
  Have been absolutely shocked at the poor level of customer support for a missing
AFOL designer programme set. Tracking has not updated for over a month (16th
May) and confirms the package never left the USA, just that it has been prepared
for shipment. I ordered two sets and the other arrived within 2 weeks. This package
was supposedly sent 5 weeks ago.

I sent a email on the 7th June to customersupport@bricklink.com and got a ticket
number, then no response???? Sent more emails and still no response!

Have been forced to issue a NSS and finally got a response 2 days later which
completely ignored the original message showing the tracking confirms the parcel
never left the USA? They just said that they "suspect" it's stuck in customs?
How can it be stuck in UK custom if it never left the USA and parcelforce tracking
in the UK also says it has not left the USA.

Last message I left on the NSS was 4 days ago and still no update?

I have received two other AFOL design programme sets and was blown away by how
good they are, but this complete lack of help and support when things go wrong
has been shocking from bricklink.

Can someone from admin PLEASE look into this and either issue a refund or send
a replacement set.
Order ID# 11081679

Tracking information for FIMS is not complete. It only shows the last station
in which it was scanned. Your package could very well be waiting at your local
post office with a customs bill attached. We have seen this several times where
one package will get through, but charges are placed on the second.

Going along with this, I have sent packages to customers where the tracking info
does not change until the day it is delivered, meaning that they were not scanned
all along the way except by the last postman when they were out for delivery.
I would definitely check you post office (or where ever they hold customs packages
in your country).

Jim
 Author: FireStarToys View Messages Posted By FireStarToys
 Posted: Jun 24, 2019 10:54
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 97 times
 Topic: Help
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FireStarToys (6746)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 30, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: firestartoys.com
I'm not blaming BL for a lost package, it can happen anytime. I posted this
out of frustration as there is no response to emails?

The package was supposedly sent 6 weeks ago, I ordered two and the other arrived
3 weeks ago. There is no information about the procedure when this happens.
How long do you wait before a package is declared lost - 4 weeks, 6 weeks or
longer?
Do I get a replacement set or refund?

The tracking on this parcel was last updated on the 13th of May and the UK company
who receive it and handled the customs charge have no record of it arriving in
the UK. The other parcel had a step by step tracking update as they processed
it.

What would you do if you ordered from a BL seller and your order had not arrived
after 6 weeks and they are not responding to emails?

Just want a bit of customer love and help


In Help, WildBricks writes:
  +1

It all depends on how their tracking program is plugged in with the US system.
Annoying in the extreme, but not really the fault of BL.



In Help, TheBrickGuys writes:
  In Help, Admin_Russell writes:
  In Help, FireStarToys writes:
  Have been absolutely shocked at the poor level of customer support for a missing
AFOL designer programme set. Tracking has not updated for over a month (16th
May) and confirms the package never left the USA, just that it has been prepared
for shipment. I ordered two sets and the other arrived within 2 weeks. This package
was supposedly sent 5 weeks ago.

I sent a email on the 7th June to customersupport@bricklink.com and got a ticket
number, then no response???? Sent more emails and still no response!

Have been forced to issue a NSS and finally got a response 2 days later which
completely ignored the original message showing the tracking confirms the parcel
never left the USA? They just said that they "suspect" it's stuck in customs?
How can it be stuck in UK custom if it never left the USA and parcelforce tracking
in the UK also says it has not left the USA.

Last message I left on the NSS was 4 days ago and still no update?

I have received two other AFOL design programme sets and was blown away by how
good they are, but this complete lack of help and support when things go wrong
has been shocking from bricklink.

Can someone from admin PLEASE look into this and either issue a refund or send
a replacement set.
Order ID# 11081679

Tracking information for FIMS is not complete. It only shows the last station
in which it was scanned. Your package could very well be waiting at your local
post office with a customs bill attached. We have seen this several times where
one package will get through, but charges are placed on the second.

Going along with this, I have sent packages to customers where the tracking info
does not change until the day it is delivered, meaning that they were not scanned
all along the way except by the last postman when they were out for delivery.
I would definitely check you post office (or where ever they hold customs packages
in your country).

Jim
 Author: Macaronis View Messages Posted By Macaronis
 Posted: Jun 24, 2019 11:40
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 85 times
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Macaronis (678)

Location:  USA, New York
Member Since Contact Type Status
Jun 13, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: Midnight Leftovers
  Just want a bit of customer love and help

Its really a shame that some people are going through this. I know how patience
is important but there is also a cost of doing business aspect that BL still
seems to not understand. I steered clear of the AFOL Program stuff as I felt
it was just too risky for the reward. I'm actually surprised the sets got
out the door to begin with seeing the track record here.

Here's to hope you get what your missing.

W
 Author: Rob_and_Shelagh View Messages Posted By Rob_and_Shelagh
 Posted: Jun 24, 2019 11:43
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 102 times
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Rob_and_Shelagh (22188)

Location:  United Kingdom, England
Member Since Contact Type Status
Nov 3, 2005 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store Closed Store: YELLOW FARM BRICKS
In Help, FireStarToys writes:
  
What would you do if you ordered from a BL seller and your order had not arrived
after 6 weeks and they are not responding to emails?


file a paypal claim

  Just want a bit of customer love and help

hope you get a resolution soon.

Robert
 Author: FireStarToys View Messages Posted By FireStarToys
 Posted: Jun 24, 2019 12:43
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 104 times
 Topic: Help
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FireStarToys (6746)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 30, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: firestartoys.com
They didn't give paypal as an option. It was card only and I made the mistake
of using a debit card as my company does not have a credit card. So, at the moment
I have absolutely no way of forcing a resolution, I just have to wait for BL
to sort it out.

The sets are incredible and a huge amount of work must have gone in to getting
them out. I just wish they put the same amount of effort in to looking after
paying customers.

I have received a couple of emails from other BL members suggesting there has
been a recent personnel change at BL customer service, so these delays maybe
a temporary issue?


In Help, Rob_and_Shelagh writes:
  In Help, FireStarToys writes:
  
What would you do if you ordered from a BL seller and your order had not arrived
after 6 weeks and they are not responding to emails?


file a paypal claim

  Just want a bit of customer love and help

hope you get a resolution soon.

Robert
 Author: calsbricks View Messages Posted By calsbricks
 Posted: Jun 24, 2019 13:33
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 106 times
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calsbricks (5728)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 12, 2008 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: CalsBricks
In Help, FireStarToys writes:
  They didn't give paypal as an option. It was card only and I made the mistake
of using a debit card as my company does not have a credit card. So, at the moment
I have absolutely no way of forcing a resolution, I just have to wait for BL
to sort it out.

The sets are incredible and a huge amount of work must have gone in to getting
them out. I just wish they put the same amount of effort in to looking after
paying customers.

I have received a couple of emails from other BL members suggesting there has
been a recent personnel change at BL customer service, so these delays maybe
a temporary issue?

Both Jaclyn and Cheyne have left recently and we are not aware of replacements
having been put in place. As for the credit card v Paypal we saw that in the
beginning and killed any interest we had in the sets. Far too many unknowns and
too many issues (like the one you are involved with at present).

Good luck with you 'battle' communications is not their forte.
  
In Help, Rob_and_Shelagh writes:
  In Help, FireStarToys writes:
  
What would you do if you ordered from a BL seller and your order had not arrived
after 6 weeks and they are not responding to emails?


file a paypal claim

  Just want a bit of customer love and help

hope you get a resolution soon.

Robert
 Author: FireStarToys View Messages Posted By FireStarToys
 Posted: Jun 24, 2019 13:50
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 90 times
 Topic: Help
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FireStarToys (6746)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 30, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: firestartoys.com
Thanks for the heads up. Is this something they have communicated to members
to explain possible delays?




In Help, calsbricks writes:
  In Help, FireStarToys writes:
  They didn't give paypal as an option. It was card only and I made the mistake
of using a debit card as my company does not have a credit card. So, at the moment
I have absolutely no way of forcing a resolution, I just have to wait for BL
to sort it out.

The sets are incredible and a huge amount of work must have gone in to getting
them out. I just wish they put the same amount of effort in to looking after
paying customers.

I have received a couple of emails from other BL members suggesting there has
been a recent personnel change at BL customer service, so these delays maybe
a temporary issue?

Both Jaclyn and Cheyne have left recently and we are not aware of replacements
having been put in place. As for the credit card v Paypal we saw that in the
beginning and killed any interest we had in the sets. Far too many unknowns and
too many issues (like the one you are involved with at present).

Good luck with you 'battle' communications is not their forte.
  
In Help, Rob_and_Shelagh writes:
  In Help, FireStarToys writes:
  
What would you do if you ordered from a BL seller and your order had not arrived
after 6 weeks and they are not responding to emails?


file a paypal claim

  Just want a bit of customer love and help

hope you get a resolution soon.

Robert
 Author: calsbricks View Messages Posted By calsbricks
 Posted: Jun 24, 2019 14:24
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 104 times
 Topic: Help
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calsbricks (5728)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 12, 2008 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: CalsBricks
In Help, FireStarToys writes:
  Thanks for the heads up. Is this something they have communicated to members
to explain possible delays?

unfortunately not.
  



In Help, calsbricks writes:
  In Help, FireStarToys writes:
  They didn't give paypal as an option. It was card only and I made the mistake
of using a debit card as my company does not have a credit card. So, at the moment
I have absolutely no way of forcing a resolution, I just have to wait for BL
to sort it out.

The sets are incredible and a huge amount of work must have gone in to getting
them out. I just wish they put the same amount of effort in to looking after
paying customers.

I have received a couple of emails from other BL members suggesting there has
been a recent personnel change at BL customer service, so these delays maybe
a temporary issue?

Both Jaclyn and Cheyne have left recently and we are not aware of replacements
having been put in place. As for the credit card v Paypal we saw that in the
beginning and killed any interest we had in the sets. Far too many unknowns and
too many issues (like the one you are involved with at present).

Good luck with you 'battle' communications is not their forte.
  
In Help, Rob_and_Shelagh writes:
  In Help, FireStarToys writes:
  
What would you do if you ordered from a BL seller and your order had not arrived
after 6 weeks and they are not responding to emails?


file a paypal claim

  Just want a bit of customer love and help

hope you get a resolution soon.

Robert
 Author: FireStarToys View Messages Posted By FireStarToys
 Posted: Jun 26, 2019 08:05
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 79 times
 Topic: Help
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FireStarToys (6746)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 30, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: firestartoys.com
Still no replies to the NSS or emails sent to customersupport or on a helpdesk
ticket - a total lack of help and support? They were happy taking our money but
they don't care at all if something goes wrong.

Over 6 weeks since both sets were sent. One arrive 23 days ago and the other
has no record of ever leaving the US.



In Help, FireStarToys writes:
  Thanks for the heads up. Is this something they have communicated to members
to explain possible delays?




In Help, calsbricks writes:
  In Help, FireStarToys writes:
  They didn't give paypal as an option. It was card only and I made the mistake
of using a debit card as my company does not have a credit card. So, at the moment
I have absolutely no way of forcing a resolution, I just have to wait for BL
to sort it out.

The sets are incredible and a huge amount of work must have gone in to getting
them out. I just wish they put the same amount of effort in to looking after
paying customers.

I have received a couple of emails from other BL members suggesting there has
been a recent personnel change at BL customer service, so these delays maybe
a temporary issue?

Both Jaclyn and Cheyne have left recently and we are not aware of replacements
having been put in place. As for the credit card v Paypal we saw that in the
beginning and killed any interest we had in the sets. Far too many unknowns and
too many issues (like the one you are involved with at present).

Good luck with you 'battle' communications is not their forte.
  
In Help, Rob_and_Shelagh writes:
  In Help, FireStarToys writes:
  
What would you do if you ordered from a BL seller and your order had not arrived
after 6 weeks and they are not responding to emails?


file a paypal claim

  Just want a bit of customer love and help

hope you get a resolution soon.

Robert
 Author: stacey_love View Messages Posted By stacey_love
 Posted: Jun 26, 2019 08:10
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 83 times
 Topic: Help
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stacey_love (6551)

Location:  France, Occitanie
Member Since Contact Type Status
Jan 22, 2004 Member Does Not Allow Contact Seller
Buying Privileges - OKSelling Privileges - OK
Store: ABOUT TOWN CASTLE & TRAIN
In Help, FireStarToys writes:
  Still no replies to the NSS or emails sent to customersupport or on a helpdesk
ticket - a total lack of help and support? They were happy taking our money but
they don't care at all if something goes wrong.

Over 6 weeks since both sets were sent. One arrive 23 days ago and the other
has no record of ever leaving the US.



In Help, FireStarToys writes:
  Thanks for the heads up. Is this something they have communicated to members
to explain possible delays?




In Help, calsbricks writes:
  In Help, FireStarToys writes:
  They didn't give paypal as an option. It was card only and I made the mistake
of using a debit card as my company does not have a credit card. So, at the moment
I have absolutely no way of forcing a resolution, I just have to wait for BL
to sort it out.

The sets are incredible and a huge amount of work must have gone in to getting
them out. I just wish they put the same amount of effort in to looking after
paying customers.

I have received a couple of emails from other BL members suggesting there has
been a recent personnel change at BL customer service, so these delays maybe
a temporary issue?

Both Jaclyn and Cheyne have left recently and we are not aware of replacements
having been put in place. As for the credit card v Paypal we saw that in the
beginning and killed any interest we had in the sets. Far too many unknowns and
too many issues (like the one you are involved with at present).

Good luck with you 'battle' communications is not their forte.
  
In Help, Rob_and_Shelagh writes:
  In Help, FireStarToys writes:
  
What would you do if you ordered from a BL seller and your order had not arrived
after 6 weeks and they are not responding to emails?


file a paypal claim

  Just want a bit of customer love and help

hope you get a resolution soon.

Robert




add a note to there recent announcement in the forum, they tend to look at posts
that they instigate.


good luck
 Author: Rob_and_Shelagh View Messages Posted By Rob_and_Shelagh
 Posted: Jun 25, 2019 06:04
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 79 times
 Topic: Help
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Rob_and_Shelagh (22188)

Location:  United Kingdom, England
Member Since Contact Type Status
Nov 3, 2005 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store Closed Store: YELLOW FARM BRICKS
In Help, FireStarToys writes:
  They didn't give paypal as an option. It was card only and I made the mistake
of using a debit card as my company does not have a credit card. So, at the moment
I have absolutely no way of forcing a resolution, I just have to wait for BL
to sort it out.


Sorry it doesn't help in this case but I would not order and pay for for
anything from overseas using a payment method without payment protection. As
a seller, experience of BL's response time to anything is let's say "not
great". Yep, unfortunately you are in their queue and have to wait for a response.





Robert
 Author: Teup View Messages Posted By Teup
 Posted: Jun 24, 2019 18:28
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 106 times
 Topic: Help
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Teup (4137)

Location:  Netherlands, Utrecht
Member Since Contact Type Status
May 6, 2004 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: The T-workshop
Just curious, what are the laws in the US about this? If it was a European seller,
you be entitled to a resend or full refund without any additional charges.

I'd definitely file a PayPal claim and leave negative feedback if I did not
get at least a full refund offer from the seller.

Online shopping should be smooth and painless for the consumer. e-commerce hinges
on that and if consumers do not get to feel confident and safe, it can hurt online
business at large and in this case damage the reputation of Bricklink and all
of its sellers.

In Help, FireStarToys writes:
  I'm not blaming BL for a lost package, it can happen anytime. I posted this
out of frustration as there is no response to emails?

The package was supposedly sent 6 weeks ago, I ordered two and the other arrived
3 weeks ago. There is no information about the procedure when this happens.
How long do you wait before a package is declared lost - 4 weeks, 6 weeks or
longer?
Do I get a replacement set or refund?

The tracking on this parcel was last updated on the 13th of May and the UK company
who receive it and handled the customs charge have no record of it arriving in
the UK. The other parcel had a step by step tracking update as they processed
it.

What would you do if you ordered from a BL seller and your order had not arrived
after 6 weeks and they are not responding to emails?

Just want a bit of customer love and help


In Help, WildBricks writes:
  +1

It all depends on how their tracking program is plugged in with the US system.
Annoying in the extreme, but not really the fault of BL.



In Help, TheBrickGuys writes:
  In Help, Admin_Russell writes:
  In Help, FireStarToys writes:
  Have been absolutely shocked at the poor level of customer support for a missing
AFOL designer programme set. Tracking has not updated for over a month (16th
May) and confirms the package never left the USA, just that it has been prepared
for shipment. I ordered two sets and the other arrived within 2 weeks. This package
was supposedly sent 5 weeks ago.

I sent a email on the 7th June to customersupport@bricklink.com and got a ticket
number, then no response???? Sent more emails and still no response!

Have been forced to issue a NSS and finally got a response 2 days later which
completely ignored the original message showing the tracking confirms the parcel
never left the USA? They just said that they "suspect" it's stuck in customs?
How can it be stuck in UK custom if it never left the USA and parcelforce tracking
in the UK also says it has not left the USA.

Last message I left on the NSS was 4 days ago and still no update?

I have received two other AFOL design programme sets and was blown away by how
good they are, but this complete lack of help and support when things go wrong
has been shocking from bricklink.

Can someone from admin PLEASE look into this and either issue a refund or send
a replacement set.
Order ID# 11081679

Tracking information for FIMS is not complete. It only shows the last station
in which it was scanned. Your package could very well be waiting at your local
post office with a customs bill attached. We have seen this several times where
one package will get through, but charges are placed on the second.

Going along with this, I have sent packages to customers where the tracking info
does not change until the day it is delivered, meaning that they were not scanned
all along the way except by the last postman when they were out for delivery.
I would definitely check you post office (or where ever they hold customs packages
in your country).

Jim
 Author: FireStarToys View Messages Posted By FireStarToys
 Posted: Jun 21, 2019 12:45
 Subject: (Cancelled)
 Viewed: 77 times
 Topic: Help
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FireStarToys (6746)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 30, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: firestartoys.com
(Cancelled)
 Author: FireStarToys View Messages Posted By FireStarToys
 Posted: Jun 21, 2019 12:56
 Subject: Re: Forced to issue NSS for AFOL design programme
 Viewed: 123 times
 Topic: Help
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FireStarToys (6746)

Location:  United Kingdom, England
Member Since Contact Type Status
Aug 30, 2002 Contact Member Seller
Buying Privileges - OKSelling Privileges - OK
Store: firestartoys.com
In Help, Admin_Russell writes:
  In Help, FireStarToys writes:
  Have been absolutely shocked at the poor level of customer support for a missing
AFOL designer programme set. Tracking has not updated for over a month (16th
May) and confirms the package never left the USA, just that it has been prepared
for shipment. I ordered two sets and the other arrived within 2 weeks. This package
was supposedly sent 5 weeks ago.

I sent a email on the 7th June to customersupport@bricklink.com and got a ticket
number, then no response???? Sent more emails and still no response!

Have been forced to issue a NSS and finally got a response 2 days later which
completely ignored the original message showing the tracking confirms the parcel
never left the USA? They just said that they "suspect" it's stuck in customs?
How can it be stuck in UK custom if it never left the USA and parcelforce tracking
in the UK also says it has not left the USA.

Last message I left on the NSS was 4 days ago and still no update?

I have received two other AFOL design programme sets and was blown away by how
good they are, but this complete lack of help and support when things go wrong
has been shocking from bricklink.

Can someone from admin PLEASE look into this and either issue a refund or send
a replacement set.
Order ID# 11081679

Tracking information for FIMS is not complete. It only shows the last station
in which it was scanned. Your package could very well be waiting at your local
post office with a customs bill attached. We have seen this several times where
one package will get through, but charges are placed on the second.



Thanks for your reply Russell.

The package is registered on parcelforce.com with the same last scan details.
When a package gets to UK customs, parcelforce generate a payment request for
customs charges so it would be clearly be shown in updated tracking details.

We receive on average 30-50 parcels a month in this way so we know the system
inside out. We have even contacted parcelforce who have said there is no record
of parcel arriving in the UK. How long do I carry on waiting with no tracking
information, at what point is a package declared lost? It's now 4 weeks overdue.