Rightstuf Customer Service: Issues & Problems

[pikagreg]

We ship a lot of stuff at my work so I can kind of feel for what RS is going through right now. Orders already tend to take a little extra time in normal circumstances due to the high volume of orders during their big sales but with reduced staff and safety precautions it is probably taking a lot longer to fulfill orders.

[Suikoman444]

Now I'm stuck trying to deal with them. Had a defective disc for One Piece: Episode of East Blue. They asked me for a pic then closed the case without any explanation.

[Bobo1313]

One thing that needs to be fixed, they need to give a option of sending the pictures when you first open the case. Everyone knows by now they want a picture of the damage. So now we're opening a case knowing they will spend a few days to answer you back that they need pics of the damage, once you send them it takes additional days for them to respond. It is such a waste of time and could easily be streamlined, but I have a feeling they do it this way to deter people.

[Bobo1313]

Originally Posted by nagpo

So I contacted RS customer service about my order once again since it still hasn't shipped. One problem is that Attack on titan season 3 part + GWP is no longer listed on their site, and since they tend to have a policy of not shipping unless everything is in stock, how would they ship my order if this item is no longer being listed? I asked them about that. I also asked them that in their policy it says they don't ship unles like 50% of the order is in stock - I explained it was my case. so they have no reasons to not ship. The longer they take to ship it seems that more and more of the items in the order are going out of stock.

I also asked for them to just split my order up from my in stock items apart from the out of stock items and to replace the no longer listed attack on titan version with the one without the GWP so I can actually receive my order. I still haven't received a response from them.

I placed this order on JULY TENTH and still haven't received my $300 order. This is the worst customer service I've experienced in recent years. Maybe I'll cancel and order through amazon. They are truly a confederacy of dunces.

If you ordered it while in-stock they will allocate one for you, so you will receive a copy fwiw.

[killa5k7]

I'm in the same boat as above but I really am a patient guy. The only problem I have is that I had a preorder item and the day it releases it goes out of stock....then one of the items I had was in stock then is now out of stock so technically I am waiting for it to be back in stock. Frustrating but I honestly only care about one of the items as it has super major intentions of being out if print any minute I feel like...and it's actually in stock. The preorder finally came back in stock today.

[BWBODDY]

No patience here!

Recently happened, I had an item come in on 3 different orders...
So I cancelled them and placed the newly "In Stock" items all in 1 Order and the per-order items in another

[InuYashaCrusade]

Originally Posted by killa5k7

I'm in the same boat as above but I really am a patient guy. The only problem I have is that I had a preorder item and the day it releases it goes out of stock....then one of the items I had was in stock then is now out of stock so technically I am waiting for it to be back in stock. Frustrating but I honestly only care about one of the items as it has super major intentions of being out if print any minute I feel like...and it's actually in stock. The preorder finally came back in stock today.

The pre-order item may not have gone OOS, they simply might not have gotten any in on release day. I noticed this with two Demon Slayer volumes this summer. I didn't have either of them pre-ordered though, so I can't confirm, only speculation. Neither volume was marked as in stock at any point.

[nagpo]

Originally Posted by Bobo1313

If you ordered it while in-stock they will allocate one for you, so you will receive a copy fwiw.

thanks

[nagpo]

So I made the order on 7/10. How long should I hold out? Thinking I'll cancel on 8/7. They still haven't responded to my last email. Anyone here have connections with someone there?

[pikagreg]

Originally Posted by nagpo

So I made the order on 7/10. How long should I hold out? Thinking I'll cancel on 8/7. They still haven't responded to my last email. Anyone here have connections with someone there?

I would use the live chat or call them if you want an immediate answer.

[One-Eye]

Originally Posted by nagpo

So I made the order on 7/10. How long should I hold out? Thinking I'll cancel on 8/7. They still haven't responded to my last email. Anyone here have connections with someone there?

I've had them hold an order up to a month before doing a partial ship, and this was before COVID.They used to be better in the old days about doing partial ships. If I was you I might wait until 8/10, and as was mentioned you will probably get a quicker response with live chat or a phone call.

[thelonepig]

RS policy does not guarantee partial shipments, and with the volume of orders from the birthday sale I would expect partial orders to be easy down on the priority list.

Edit: My orders from June and July shipped together!

[nagpo]

So I called them around 10 in the morning today and ill share me experience. Firstly, it was really cool to hear captain tylor direct my phone call and the music was epic as well. The wait time to get to someone was null. The customer service employee was kind, informative and helpful. I gave her the dedtails of my order and basically she said the only thing holding it up was Attack on titain and all other items had already been allocated towards my order. I explained to her the situation about the GWP purchase, that it was no longer available on the website, which she wasn't aware of and I asked if that would cause any logistical problems with the order and she said it wouldn't. She said if there would've been a problem they'd email'd me about it. I wish I had asked her to be more clear in retrospect but im so awkward on the phone.

So basically im waiting on one thing that doesn't exist to come in and then they'll ship. Why don't they simply ship the normal version without the GWP? I don't know if I came out of this call better off or left more confused. If the SKU of Attack on titan never comes in, how would the warehouse logistically fulfill my order? I guess i'll call again on friday.

[BWBODDY]

I sent back an Order and tracking shows they got it last week.

So today I asked about the refund to my Credit Card ( which I haven't gotten yet ),
the response was they haven't received the return yet
( They haven't logged in my Return 5 Business days after receiving it ? )

My response was polite and neutral, but personally I do have thoughts about the fact that
I've not received my refund yet

[nagpo]

UPDATE on my case from just a little bit ago:

So on the very same day I called them I finally got a response to my email saying the same essentially; that they're just waiting on attack on titan and that they've run out of GWP. As soon as AoT comes in they'll ship the order.

Originally Posted by BWBODDY

I sent back an item and tracking shows they got it last week.

So today I asked about the refund to my Credit Card ( which I haven't gotten yet ),
the response was they haven't received the return yet
( They haven't logged in my Return 5 Business days after receiving it ? )

My response was polite and neutral, but personally I do have thoughts about the fact that
I've not received my refund yet

I really hope RS is taking this summer sale as a learning lesson for the holidays because corona will still be in effect and things aren't likely to magically get better by the end of the year or 2021. I hope they can find a way to streamline things and be able to get back up again so to speak. Study the logistics of social distancing while also keeping up with demand.

There is a lesson they have to learn such as having a huge sale yet also being understaffed. Why they thought that was a good idea I don't know. And also the problem you're having here is another example of some obvious mistakes on their part. I would recommend calling them like I did, (you guys gave me good advice) if you can. Some finer points are harder to get across in text.

[BWBODDY]

Originally Posted by nagpo

[Show spoiler]UPDATE on my case from just a little bit ago:

So on the very same day I called them I finally got a response to my email saying the same essentially; that they're just waiting on attack on titan and that they've run out of GWP. As soon as AoT comes in they'll ship the order.




I really hope RS is taking this summer sale as a learning lesson for the holidays because corona will still be in effect and things aren't likely to magically get better by the end of the year or 2021. I hope they can find a way to streamline things and be able to get back up again so to speak. Study the logistics of social distancing while also keeping up with demand.

There is a lesson they have to learn such as having a huge sale yet also being understaffed. Why they thought that was a good idea I don't know. And also the problem you're having here is another example of some obvious mistakes on their part. I would recommend calling them like I did, (you guys gave me good advice) if you can. Some finer points are harder to get across in text.

I do find it hard to believe that at this piont they don't have their full staff back at work and wearing Masks ....

Does a liberal Democrat run Iowa or Grimes ??
If so than I would believe the continued reduced staff bit

[nagpo]

I looked up Iowa's governor and she's a republican. I don't know her stances nor anything else about the politics of Iowa and Grimes so I can't say whether their location is especially liberal or conservative on the issue. Regardless, it may be a business decision rather than one declared by the state. I don't know Shawne's current business model or if he's given a statement on the affair other than what's on the website.

[BWBODDY]

Originally Posted by nagpo

I looked up Iowa's governor and she's a republican. I don't know her stances nor anything else about the politics of Iowa and Grimes so I can't say whether their location is especially liberal or conservative on the issue. Regardless, it may be a business decision rather than one declared by the state. I don't know Shawne's current business model or if he's given a statement on the affair other than what's on the website.

Ah, thanks for looking it up ( you didn't have to but thanks )

I only mentioned the question of who was running the state/city since the Dem one's ( for the most part )
have the strictest shutdowns going on, and Rightstuf keeps using reduced Staff as a reason for delays

[Bobo1313]

Its weird hearing the hold issue. I made a order for five things all out of stock at the time and they've shipped the items out as they became available. I've gotten three things shipped in two separate packages so far. The only thing I can think of is the GotAnime membership.

[Suikoman444]

My current case about a defective disc:
Opened 7/18
Reply from RightStuf 7/24
I immediately send pictures
They then closed the ticket
I reply again on 7/29 asking why the ticket was closed

Nothing yet. Should I wait? Should I open a new case?

I'm trying to be understanding, but I will be out of town for a month after the 23rd and would like to have this figured out by then.