Community Chat

[Spurt]

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@Moonchilde wrote:

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@Spurt wrote:

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@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.

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@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....

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@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.

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@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..................

[ChiliPepper]

@Moonchilde

I e-mailed them Monday. 

Still no response as of yet.

Have you heard back at all?

[Cakers3]

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.

[Spurt]

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@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.

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@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.......

[Moonchilde]

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@ChiliPepper wrote:

@Moonchilde

I e-mailed them Monday. 

Still no response as of yet.

Have you heard back at all?

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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.

[Moonchilde]

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@Spurt wrote:

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@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.

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@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.......

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@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.

[Spurt]

@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..................

[Moonchilde]

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@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..................

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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.

[Qshopper1991]

@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 

[Moonchilde]

@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 :-)