|
Post by murph4323 on Jul 18, 2019 20:37:46 GMT
First experience ordering from the sbg store, ordered one of the Ronin euro models and it still hasn't shipped. When I first ordered I got a confirmation email from sbg then another from my credit card saying the payment has been processed. After waiting 4 days with no confirmation email for shipping I contacted customer support, Sara replied back to me the next day. She said that it usually takes 3-4 days to process and ship from Ronin so I should give it another few days. A week goes by and still no word so I contact sbg again and got an email saying that it was indeed taking longer than expected and Sara would contact them and get back to me when they hear from Ronin. Since then it's been two days with no word. I heard good things about sbg but I didn't expect such a long wait time for the order to be processed and shipped. The sword was in stock when I ordered it so I'm not really sure what the hold up could be? Is longer processing times normal for Sbg store/Ronin?
|
|
|
Post by nddave on Jul 19, 2019 0:43:37 GMT
First experience ordering from the sbg store, ordered one of the Ronin euro models and it still hasn't shipped. When I first ordered I got a confirmation email from sbg then another from my credit card saying the payment has been processed. After waiting 4 days with no confirmation email for shipping I contacted customer support, Sara replied back to me the next day. She said that it usually takes 3-4 days to process and ship from Ronin so I should give it another few days. A week goes by and still no word so I contact sbg again and got an email saying that it was indeed taking longer than expected and Sara would contact them and get back to me when they hear from Ronin. Since then it's been two days with no word. I heard good things about sbg but I didn't expect such a long wait time for the order to be processed and shipped. The sword was in stock when I ordered it so I'm not really sure what the hold up could be? Is longer processing times normal for Sbg store/Ronin? Since its coming from Ronin rather than stock offered inhouse by SBG its kind of at Ronin's discretion. Depends on what their shipping log is and what placement your order is on the log. I wouldn't give Sara too much trouble as she probably only knows as much as Chris gives her in emails. Probably Ronin gives priority to their own orders so if they're backed up then any SBG orders are probably behind them.
|
|
|
Post by murph4323 on Jul 19, 2019 0:55:03 GMT
I see I suppose I'll give it another week or so than
|
|
|
Post by murph4323 on Jul 19, 2019 1:16:45 GMT
Just checked the store again and now it appears there's an out of stock label on the product page, I assume that the sword was already out of stock and my inquiry caused them to review the inventory. Looks like I'm waiting on a fresh shipment. However long that takes.
|
|
|
Post by Ronin Katana on Jul 19, 2019 13:50:50 GMT
First experience ordering from the sbg store, ordered one of the Ronin euro models and it still hasn't shipped. When I first ordered I got a confirmation email from sbg then another from my credit card saying the payment has been processed. After waiting 4 days with no confirmation email for shipping I contacted customer support, Sara replied back to me the next day. She said that it usually takes 3-4 days to process and ship from Ronin so I should give it another few days. A week goes by and still no word so I contact sbg again and got an email saying that it was indeed taking longer than expected and Sara would contact them and get back to me when they hear from Ronin. Since then it's been two days with no word. I heard good things about sbg but I didn't expect such a long wait time for the order to be processed and shipped. The sword was in stock when I ordered it so I'm not really sure what the hold up could be? Is longer processing times normal for Sbg store/Ronin? Usually these things get handled by email, but I was made aware there were a few threads about it, so perhaps this is the best way to get your information to you quickly so you know you have not been left out in the cold on your order. The Euro #2 you ordered was shipped within 24 hours of Ronin receiving the order and from the tracking it looks like it is about to be delivered. 7-10 days is the average shipping time from Texas to Canada, so it looks like this one is a tad slower than average. It appears this may have been the case of tracking information falling through the cracks at some point in the process during a busy period. But all's well that ends well, and you should have your sword shortly. I have sent the tracking number to both Paul and Sara, and have also sent it to you box here so by the time you read this, you should have it from one or all of us. With regards to stocking, sometimes swords do go out of stock when there are orders for them, and in that case refunds would be issued immediately. It's against our policy to hold customer money while we wait for a sword to come back into stock. Hope that helps. Chris Tracking History July 19, 2019, 5:09 am Arrival at Post Office CANADA Your item has arrived at the delivering post office in CANADA at 5:09 am on July 19, 2019. July 19, 2019, 5:04 am Arrived at Facility CANADA July 17, 2019, 4:48 pm Arrived at Facility CANADA July 17, 2019, 9:59 am Processed through Facility TORONTO-A, CANADA July 17, 2019, 9:58 am Customs Clearance Processing Complete CANADA July 14, 2019, 8:58 pm Processed Through Facility CANADA July 14, 2019, 12:58 am Customs Clearance CANADA July 13, 2019, 8:38 am Processed Through Regional Facility
|
|
|
Post by nddave on Jul 19, 2019 13:54:42 GMT
Well that explains it. Didn't realize the OP was across the border either which of course adds to shipping times. Seems all is good!
|
|
|
Post by Ronin Katana on Jul 19, 2019 14:57:37 GMT
Well that explains it. Didn't realize the OP was across the border either which of course adds to shipping times. Seems all is good! If only life were so simple..... Looks like this one was a total cow patty from the get go. It never showed in our shipping system as an order due to an ongoing bug with paypal and international payments, despite SBG having sent the order to Ronin. Unfortunately we had a duplicate order headed to Canada for the same sword on the same day and tracking was provided for that one, leaving this one in limbo. So someone is getting their sword today, just not Murph4323. Pretty embarrassing. So here is what I did to fix it: $100USD refunded on the order. I handled it myself, so it's completed. SBG should get it to you shortly Murph. Paul is pretty quick with these. Shipping the prototype #2 from my collection, as we are indeed out of stock on it, so Murph will get the true first one ever made on this model. Shipping it today via Express vs priority so it should get there pretty quick. Certainly hate it when things go sideways, but hopefully this one will turn out well.
|
|
|
Post by nddave on Jul 19, 2019 16:11:47 GMT
Well that explains it. Didn't realize the OP was across the border either which of course adds to shipping times. Seems all is good! If only life were so simple..... Looks like this one was a total cow patty from the get go. It never showed in our shipping system as an order due to an ongoing bug with paypal and international payments, despite SBG having sent the order to Ronin. Unfortunately we had a duplicate order headed to Canada for the same sword on the same day and tracking was provided for that one, leaving this one in limbo. So someone is getting their sword today, just not Murph4323. Pretty embarrassing. So here is what I did to fix it: $100USD refunded on the order. I handled it myself, so it's completed. SBG should get it to you shortly Murph. Paul is pretty quick with these. Shipping the prototype #2 from my collection, as we are indeed out of stock on it, so Murph will get the true first one ever made on this model. Shipping it today via Express vs priority so it should get there pretty quick. Certainly hate it when things go sideways, but hopefully this one will turn out well. Well thats too bad but at least it got resolved as best you could. Its the nature of distribution to have something go wonky now and then. Express shipping and a $100 off is quite a rectification so I'm sure the OP is more than satisfied, I know I would. Good job Chris!
|
|
|
Post by Siward on Jul 19, 2019 20:27:06 GMT
I have to say I’m very impressed by how that was handled, gold star to RK there.
|
|
|
Post by Eric Bergeron on Jul 19, 2019 20:37:44 GMT
A++++ for that customer service!
|
|
|
Post by pvsampson on Jul 20, 2019 5:37:50 GMT
Wow,that's awesome service and a credit to RK.Well done.
|
|
|
Post by rjodorizzi on Jul 22, 2019 13:49:16 GMT
Well that explains it. Didn't realize the OP was across the border either which of course adds to shipping times. Seems all is good! If only life were so simple..... Looks like this one was a total cow patty from the get go. It never showed in our shipping system as an order due to an ongoing bug with paypal and international payments, despite SBG having sent the order to Ronin. Unfortunately we had a duplicate order headed to Canada for the same sword on the same day and tracking was provided for that one, leaving this one in limbo. So someone is getting their sword today, just not Murph4323. Pretty embarrassing. So here is what I did to fix it: $100USD refunded on the order. I handled it myself, so it's completed. SBG should get it to you shortly Murph. Paul is pretty quick with these. Shipping the prototype #2 from my collection, as we are indeed out of stock on it, so Murph will get the true first one ever made on this model. Shipping it today via Express vs priority so it should get there pretty quick. Certainly hate it when things go sideways, but hopefully this one will turn out well. Well done, amazing Customer Service. You guys are always top notch on it.
|
|
thomasthesecond
Member
"I thought I was an architect, but I was just moving dirt."
Posts: 153
|
Post by thomasthesecond on Jul 22, 2019 14:07:41 GMT
Well that explains it. Didn't realize the OP was across the border either which of course adds to shipping times. Seems all is good! If only life were so simple..... Looks like this one was a total cow patty from the get go. It never showed in our shipping system as an order due to an ongoing bug with paypal and international payments, despite SBG having sent the order to Ronin. Unfortunately we had a duplicate order headed to Canada for the same sword on the same day and tracking was provided for that one, leaving this one in limbo. So someone is getting their sword today, just not Murph4323. Pretty embarrassing. So here is what I did to fix it: $100USD refunded on the order. I handled it myself, so it's completed. SBG should get it to you shortly Murph. Paul is pretty quick with these. Shipping the prototype #2 from my collection, as we are indeed out of stock on it, so Murph will get the true first one ever made on this model. Shipping it today via Express vs priority so it should get there pretty quick. Certainly hate it when things go sideways, but hopefully this one will turn out well. That is extremely impressive customer service.
|
|
|
Post by Darth Paunch on Jul 22, 2019 14:10:14 GMT
If only life were so simple..... Looks like this one was a total cow patty from the get go. It never showed in our shipping system as an order due to an ongoing bug with paypal and international payments, despite SBG having sent the order to Ronin. Unfortunately we had a duplicate order headed to Canada for the same sword on the same day and tracking was provided for that one, leaving this one in limbo. So someone is getting their sword today, just not Murph4323. Pretty embarrassing. So here is what I did to fix it: $100USD refunded on the order. I handled it myself, so it's completed. SBG should get it to you shortly Murph. Paul is pretty quick with these. Shipping the prototype #2 from my collection, as we are indeed out of stock on it, so Murph will get the true first one ever made on this model. Shipping it today via Express vs priority so it should get there pretty quick. Certainly hate it when things go sideways, but hopefully this one will turn out well. Well done, amazing Customer Service. You guys are always top notch on it. Well, not always AFAIK... but its good to see a company can do work like this and push it! An apology and a refund - te salud, Don Corleone... very trust founding!
|
|