topic Re: Rant - Jim Shore website in Community Chat

Rant - Jim Shore website

Moonchilde — Mon, 16 Oct 2017 20:26:05 GMT

I order once or twice a year from the Jim Shore website, which has his full line of products. Back in May I ordered a figurine. It never came and I never received a single email from the company. I had to go to their website to see that it was back ordered. I sent them an email last week asking WT*, and they responded it was “shipping soon.”

Today I get an email from them saying my order is ready to ship but needs to be “completed” (presumably to verify I still want it, but the entire email was a very poor choice of words) at their website. I click on the “completion” link they provided and it basically took me through ordering again from scratch!

Upon looking at my account/orders it shows the order I just made but shows nothing at all from May, with a notation that back orders may not show up - so I cannot check the status from May, and have no way to see whether there is in fact one order or two.

So I call their CS number - which gives their hours in a voicemail, and indicates that if I am hearing the voicemail, clearly I’m calling outside their working hours. I was not, and not even close to being outside their working hours.

I sent them an email that will singe their eyeballs (no profanity) stating, among other things, that their CS is non-existent IMO. I simply want to know if I have two orders and charges (which would be due to their misleading email and “new” website and store software), or one - something that I could have found out in 30 seconds if they answered their phone during business hours.

I seriously think my ordering from their website is over. I’m sure they won’t care. But at least I expressed my displeasure at their “around in circles” process with little info provided, and no follow-up on their part.

Oh yes - I had to re-register for their “new” system. Rom scratch, just to see my order history at all, and that order history is only partial at best, omitting what I need to know,

Re: Rant - Jim Shore website

Kachina624 — Mon, 16 Oct 2017 20:37:58 GMT

@Moonchilde Do they have a "contact us" address email address where you could vent your rant? Won't do much good here. If they have a Facebook page, you might might post your complaint there too. Makes you wonder if they perhaps have some sort of contract service doing their CS.

Re: Rant - Jim Shore website

Moonchilde — Mon, 16 Oct 2017 21:05:46 GMT

@Kachina624 wrote:
@Moonchilde Do they have a "contact us" address email address where you could vent your rant? Won't do much good here. If they have a Facebook page, you might might post your complaint there too. Makes you wonder if they perhaps have some sort of contract service doing their CS.

I have absolutely emailed their CS, @Kachina624 - I was forced to, since they didn’t answer their phone smack in the middle of their business hours. Perhaps it wasn’t clear enough, but in my OP I stated that I was forced to resort to writing because they left me no alternative since they don’t answer their CS phone.

I just simply wanted to vent here, because I’m so frustrated and annoyed. They’ve provided no actual CS since my date of order in May, in ways that any business would, and know they should. It’s just...ugh. They were almost this bad with something I ordered earlier for a birthday gift and needed by a certain time. This current isn’t their only CS lack with orders. They inform you of nothing, and if you’re able to get through to them (as I was in the birthday gift) on your own, they don’t seem to care or even realize that yeah, people might want to know if there’s a delay, how long, etc.

My personal opinion is that they feel they’re so much in demand that they can do what they feel like...or not. But I’ve just had it.

I have a couple of family members who love JS as gifts and I’ve bought several things from the website. This current item is for me. I doubt I’ll ever order again. I’d do better, and have better CS, ordering from a gift site that carries the products. I don’t order JS from QVC because they wouldn’t be interested in the pieces that QVC sells.

Re: Rant - Jim Shore website

kjae — Tue, 17 Oct 2017 00:14:04 GMT

@Moonchilde

I do not watch much, but I do remember a show recentlly when Jill said they have been in the process of moving their whole operation to a new warehouse. Perhaps that could be a factor if they have been in moving disaray.

Re: Rant - Jim Shore website

Moonchilde — Tue, 17 Oct 2017 00:26:22 GMT

@kjae wrote:
@Moonchilde
I do not watch much, but I do remember a show recentlly when Jill said they have been in the process of moving their whole operation to a new warehouse. Perhaps that could be a factor if they have been in moving disaray.

Thanks, @kjae - I know about that and it may be “a” factor - but it shouldn’t affect their whole software/order system, and it shouldn’t mean they don’t answer their phone in the middle of the business day, putting themselves “off the hook”, so to speak, unless they made note of it on their website or emailed customers that it would be happening; a banner, in voicemail...anything. As I said - this isn’t the first time I’ve had bad, disinterested service from them when it didn’t have anything to do with moving. I’m sure that if/when they answer my email, they will use that as an excuse, though.

Ordered in May, never received an email of any delays, saw delays posted on the website that changed dates three times. When I emailed in exasperation last week, they told me they had requested the last delay so they could ship from the new warehouse - but that doesn’t excuse the two previous delays or the total of 5 months delay. And when I ordered in May, nothing was ever said about it being an advance order, not in stock. Ever.

It’s an item that, while not really Halloween decor, could be considered Halloween-ish. Why didn’t they just put on their website, in May, “won’t be delivered until mid/late October.”

Re: Rant - Jim Shore website

ChiliPepper — Tue, 17 Oct 2017 00:45:24 GMT

@Moonchilde

Same thing just happened to me today. No emails either saying the original pre-order date was going to be extended longer. I found out when I emailed them to find out where it was - 2 weeks after the due date.

Now they want me to agree to this sale & at more than it was before - only a dollar more but that's not the point.

Mine is a Halloween item I was promised September 1st. Here it is - mid October & still not here.

Re: Rant - Jim Shore website

colliemom4 — Tue, 17 Oct 2017 03:43:58 GMT

I've only tried to order off their website once and had a problem too. I finally gave up and heard from them close to a year later. Amazing!

Re: Rant - Jim Shore website

Moonchilde — Tue, 17 Oct 2017 05:06:34 GMT

They must be pretty sure that nothing can hurt their business and that they can afford to blow off customers. Actions and attitudes like that anger me enough to stop doing business with a company on principle. After all, we’re not talkin’ necessities.

Re: Rant - Jim Shore website

Spurt — Tue, 17 Oct 2017 23:46:19 GMT

@Moonchilde wrote:
They must be pretty sure that nothing can hurt their business and that they can afford to blow off customers. Actions and attitudes like that anger me enough to stop doing business with a company on principle. After all, we’re not talkin’ necessities.

@Moonchilde

I got the same email on an item I ordered a long time ago on his website too. I sent him a private message on his Facebook Page and it says normally replies within a day....will let you know if I get a response....

Re: Rant - Jim Shore website

Moonchilde — Wed, 18 Oct 2017 01:13:51 GMT

@Spurt wrote:
@Moonchilde wrote:
They must be pretty sure that nothing can hurt their business and that they can afford to blow off customers. Actions and attitudes like that anger me enough to stop doing business with a company on principle. After all, we’re not talkin’ necessities.
@Moonchilde

I got the same email on an item I ordered a long time ago on his website too. I sent him a private message on his Facebook Page and it says normally replies within a day....will let you know if I get a response....

@Spurt, I got a text msg on my phone that my order was received (which I already knew), but it wasn’t a response to my email I’ve been out all day and need to check - will let you know if they respond to the complaint email.

Re: Rant - Jim Shore website

Spurt — Wed, 18 Oct 2017 14:14:00 GMT

@Moonchilde wrote:
@Spurt wrote:
@Moonchilde wrote:
They must be pretty sure that nothing can hurt their business and that they can afford to blow off customers. Actions and attitudes like that anger me enough to stop doing business with a company on principle. After all, we’re not talkin’ necessities.
@Moonchilde

I got the same email on an item I ordered a long time ago on his website too. I sent him a private message on his Facebook Page and it says normally replies within a day....will let you know if I get a response....

@Spurt, I got a text msg on my phone that my order was received (which I already knew), but it wasn’t a response to my email I’ve been out all day and need to check - will let you know if they respond to the complaint email.

@Moonchilde

I havent gotten an answer to the private message I sent on the FB Page as of yet. I also tried calling and got a recording and the message on the recording has different office hours than those shown on the website and I left a message there as well, but I think thats the number directly to Enesco the parent company, that handles a lot of artists..................

Re: Rant - Jim Shore website

ChiliPepper — Wed, 18 Oct 2017 14:41:06 GMT

@Moonchilde

I e-mailed them Monday.

Still no response as of yet.

Have you heard back at all?

Re: Rant - Jim Shore website

Cakers3 — Wed, 18 Oct 2017 14:50:12 GMT

As lovely as his items can be, I wouldn't spend time in angst over this.

I understand some want to give in tradition but to me this just isn't worth the time.

I've never bought JS for a particular reason but those who enjoy them, that's fine.

JS is not going to out of business; customer service can be a ****** shot due to training and other issues.

You have choices; continue to deal with lousy services, don't order from the website again, get your JS in local retailers, or move on and find another artist.

Re: Rant - Jim Shore website

Spurt — Wed, 18 Oct 2017 15:35:57 GMT

@Cakers3 wrote:
As lovely as his items can be, I wouldn't spend time in angst over this.

I understand some want to give in tradition but to me this just isn't worth the time.

I've never bought JS for a particular reason but those who enjoy them, that's fine.

JS is not going to out of business; customer service can be a ****** shot due to training and other issues.

You have choices; continue to deal with lousy services, don't order from the website again, get your JS in local retailers, or move on and find another artist.

@Cakers3 @Moonchilde

I think this has more to do with Enesco and too many companies they represent and too many irons in the fire and not enough people in Customer Service to handle it all--

Thankfully, I usually can find Jim Shore pieces by going to some local collectible shops or retailers in my area that carry his items in addition to QVC.....I rarely order directly from the main website, but some customers may not have those options which mean you have to rely on the website with poor CS. But ya know what a friend of mine and I were just talking about the lack of good customer service in the majority of companies these days--either its not enough worker bees, lack of training, or the people they hire just dont care.......

Re: Rant - Jim Shore website

Moonchilde — Wed, 18 Oct 2017 17:00:15 GMT

@ChiliPepper wrote:
@Moonchilde

I e-mailed them Monday.

Still no response as of yet.

Have you heard back at all?

No, @ChiliPepper, @Spurt, I checked my email this morning - which is 48 hrs. Not a word to address the question I asked them about a possible accidental double order. I’m actually a bit surprised - that’s worse CS than even previously. It just strengthens my resolve that it will most likely be my last order.

Re: Rant - Jim Shore website

Moonchilde — Wed, 18 Oct 2017 17:08:09 GMT

@Spurt wrote:
@Cakers3 wrote:
As lovely as his items can be, I wouldn't spend time in angst over this.

I understand some want to give in tradition but to me this just isn't worth the time.

I've never bought JS for a particular reason but those who enjoy them, that's fine.

JS is not going to out of business; customer service can be a ****** shot due to training and other issues.

You have choices; continue to deal with lousy services, don't order from the website again, get your JS in local retailers, or move on and find another artist.

@Cakers3 @Moonchilde

I think this has more to do with Enesco and too many companies they represent and too many irons in the fire and not enough people in Customer Service to handle it all--

Thankfully, I usually can find Jim Shore pieces by going to some local collectible shops or retailers in my area that carry his items in addition to QVC.....I rarely order directly from the main website, but some customers may not have those options which mean you have to rely on the website with poor CS. But ya know what a friend of mine and I were just talking about the lack of good customer service in the majority of companies these days--either its not enough worker bees, lack of training, or the people they hire just dont care.......

@Spurt, what started me ever going to the website was that family members love JS and I was trying for things they wouldn’t see in stores. I got several really nice pieces for several b/d and Xmas. I think I only have one other piece for myself, that I was gifted - this will only be my second.

But yes, there are online gift sites that sell many of his pieces, and there’s ebay. Should I ever want to look for more, I’ll look there. There’s a definite limit to how much I would want (I no longer have much tchotchke space), and there’s also a limit to how much others want/need in their homes. I think it’s close to saturation point all round, for me and mine.

Re: Rant - Jim Shore website

Spurt — Thu, 19 Oct 2017 23:53:49 GMT

@Moonchilde

Did not get an answer to the FB private message nor my voice mail message. All I got was confirmation that my order had been shipped from the first email asking me to confirm whether I wanted the order and provide the payment info..................

Re: Rant - Jim Shore website

Moonchilde — Thu, 19 Oct 2017 23:58:44 GMT

@Spurt wrote:
@Moonchilde

Did not get an answer to the FB private message nor my voice mail message. All I got was confirmation that my order had been shipped from the first email asking me to confirm whether I wanted the order and provide the payment info..................

Exactly the same here, @Spurt. I’m assuming they just decided to ignore every complaint that they could possibly blame on “the move” and behave as if no one wrote to them. Those emails have gone in their digital ‘round file’ as if they never recived them/they never existed.

It’s just confirming my opinion of how they regard their customers.

Re: Rant - Jim Shore website

Qshopper1991 — Fri, 20 Oct 2017 13:22:24 GMT

@Moonchilde

I had to jump in when I saw your comment about how moving shouldn't affect their whole software/ordering system.

I work in IT. So I can tell you for a fact that moving an infastructure such as their network can come with a bunch of issues/down time.

It's funny...I just happened to be nosing around his website yesterday. Q had one of his pieces in stock months ago, which is a coastal snowman - he is covered in shells. I wanted to purchase this piece, but Q no longer has it in stock - hence of why I went to Jim Shore's website (which they do have in stock!).

So be patient my friend....moving a network can come with a lot of unforeseen headaches

Re: Rant - Jim Shore website

Moonchilde — Fri, 20 Oct 2017 17:16:18 GMT

@Qshopper1991, yes, I understand that there are moving issues. But a company then either puts a banner on their Home page or sends out robo emails saying “We’re moving, and will be unavailable all day on such-and-such a date”, or “for 48 hrs from X to X.” Then, people know. And interesting that they made sure people could still order, i.e. spend money, on the website throughout the time, but not get any help.

I’m not saying I don’t understand any interruptions, but as a business they knew this was coming and exactly when. IMO they should have had things in place to let customers know they couldn’t communicate for 1-2 days, “we apologize for the inconvenience but we’ll be back on X better than ever” - I’ve definitely seen companies do this.

Not to mention, sending out robo emails telling people they need to “verify” that they still want an item, the site accepting that and essentially making a whole new order, as if the person had never ordered the item - and at the same time, not being able to contact anyone. IMO it was very poorly thought out.

”We know you’ve had this on backorder. With our new system, we need you to order it again. It will have a new order # in our new system”, etc. That, anyone could have understood, shrugged and went “okay then.” But nooo...

And I had a similar backordered/late issue previously when moving had nothing to do with anything.

I’m glad you scored your snowman :-)