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Montana76 Inner circle I hope I one day reach 1177 Posts |
Hi all!
I order a lot from Penguin and my last order was at 30. december 2013 with a total of $290 including shipping. One of these product was Unwritten by Lyndon Jugalbot. I've read good reviews about Unwritten here on the forum and I really like the trailer. But the gimmick IMMEDIATELY broke when I took it out of the packaging. My order also included a blue "Envy-lope" but the gimmick itself was of really low quality and not Tyvek which I was lead to believe. So, I emailed them politely on january 6th. - no response. Emailed again 9th. - no response Chatted with them 12th. They promised to mail me a resolution via email. - no email received. Emailed again 15th. - no response Emailed again 21th. - GOT A RESPONSE! "Gayle" told med that I was given a store credit for both Envy-lope and Unwritten. Yeah! But then again.. silence.. Emailed again 22th. - no response Emailed again 31th. - still no response. (all of my emails and chats where kind and polite) So my question is; what's happened to Penguin? They used to offer the best customer support in the business. I've spent A LOT of money the their store over the last years and I really feel I deserve an answer. Anyone experiencing the same thing? Should I switch supplier? |
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ahzhe Regular user 180 Posts |
Maybe your email went to their junk box, happened to me before. Use chatbox instead.
I agree that the quality of blue envylope is really bad. |
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Montana76 Inner circle I hope I one day reach 1177 Posts |
But I have used chatbox.. Three times!
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phillipsart Veteran user Australia 310 Posts |
I stopped purchasing of them after receiving similar poor service as you.
but the major problem I have come upon is I was charged double for freight than another Australian Member here in Australia. |
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Montana76 Inner circle I hope I one day reach 1177 Posts |
Quote:
On 2014-02-04 04:33, phillipsart wrote: This isn't encouraging... What shop do you use now? |
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Judah Vee Special user of the JV Naughty Vanish.... 884 Posts |
Have you tried calling them?
I don't care how fast or slow you are.... As long as I am faster.. -J-
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Montana76 Inner circle I hope I one day reach 1177 Posts |
Quote:
On 2014-02-04 05:06, Judah Vee wrote: I really feel that shouldn't be necessary.. And I'm in a completely different timezone. Don't you think chat and mail should be adequate? |
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Acar Elite user 471 Posts |
Montana: wow I'm so sorry! That definitely does not sound like our typical service! I hope you believe me when I say we couldn't afford to simply ignore emails from customers (that kind of thing catches up over time and we've been doing this for over 10 years)
It sounds like there was a more technical email issue, and I'm looking into it right now with 3 other members of our customer service team. Philip: are you saying we accidentally charged you twice? Or that our rates were expensive? I'd love to fix that either way! Acar |
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EZrhythm Inner circle Only three EZ payments for a PDF of my 1849 Posts |
An email to Acar after the third strike always gets great results.
How many magicians does it take to change a lightbulb? Regardless, for magicians darkness is a time for d'lite.
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phillipsart Veteran user Australia 310 Posts |
Quote:
On 2014-02-04 05:12, Acar wrote: Your rate charged to me was double of what another Australian was charged for freight. I had placed apx 24 orders in a 6 week period, Freight often cost me more than what the trick was valued. I tried to stick with only ordering items that had the Free Flat Pack shipping included, Those that I had to pay for freight where charged twice of what another purchaser from here was charged. He was receiving Fedex service for the same price I was charged for slow mail service. My order taken in excess of 2 weeks to arrive, sometimes a month, his orders where arriving in 3 to 4 days. I was always quoted apx $54:00 for Fedex for one item. He was charged Fedex at $20:00 to $23:00 per order. I found this out a few weeks back, I've since stopped ordering from you's and started purchasing from the UK or Locally. |
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Montana76 Inner circle I hope I one day reach 1177 Posts |
Quote:
On 2014-02-04 05:12, Acar wrote: Thank you for looking into the matter! Look forward to hearing from you:) |
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phillipsart Veteran user Australia 310 Posts |
Montana76, I've started to purchase from the UK and here in Australia if available, problem is a lot of the tricks are not sold here in Australia or are to expensive compared to overseas prices. Freight from the UK is less than half of what I been charged from the US and I receive the items within a week from order, Penguin Magic orders where taking anywhere between 2 to 4 weeks, mostly 3 weeks from time of order. I will not be interested in ordering from Penguin Magic again, unless they match the Fedex prices charged to a fellow Australian that lives on the east side of Australia as I do.
Anyway, I've cut back on purchasing magic for the next month, as I'm saving up for a holiday soon. But on my return there's a few tricks I want to purchase. |
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videoman Inner circle 6732 Posts |
My emails to Penguin always get replied to within 24 to 48 hours, but several times it has been literally minutes.
Montana, regarding your email from Gayle about a store credit, there wasn't a code included in the email that would allow you to use your credit? The couple of times I've received a credit there was a gift code included in the email in which I was notified of being offered a credit. I didn't have to wait for anything further. |
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toberman Loyal user 223 Posts |
I have been ordering from Penguin Magic for years and their service is absolutely the best. On the very rare occasion that there was any type of issue it was taken care of immediately. Their customer service is excellent. These two examples are rare exceptions an I am sure Acar will make it right.
Terry |
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kazpet Regular user 118 Posts |
I live in Australia I have order many items from Penguin and have always found their Fedex prices very reasonable.
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chappelly Special user Down Under 744 Posts |
I also live down under.
Penguin's Fed ex prices are highly reasonable and the shipping is fast. Normally 3-4 days. I did have a problem with a recent order. When Mert from Penguin found out he did everything he could to resolve the issue. He did so in a very friendly manner. Sometimes mistakes happen, this is a fact of life. What is important is how people react in rectifying the mistake. For me Penguin's service is very good. Chappelly |
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phillipsart Veteran user Australia 310 Posts |
You call $53.00 for one item reasonsble? You must be joking.
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johndevacmaker Special user 644 Posts |
Must say my experience with Penguin is A1
Fed Ex to the U.K average 3 days and on the one occasion with a faulty trick replaced quickly Acar is very pro active in helping so contact him by email if your having problems Unlike Hocus Pocus with whom I had several problems mainly with their postage charges I never buy from them now and know quite a few fellow magicians who feel the same way |
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shakuni Inner circle 1170 Posts |
I live in India and I can only get stuff via FedEx. If I order using any other shipping method, the package will be stolen. And penguin's fedex rates are almost half compared to other magic retailers...
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Montana76 Inner circle I hope I one day reach 1177 Posts |
I am happy to say that the issue is now solved. I received a very nice email from Penguin with an apology and a store credit for the two items.
I believe them when they say that this is simply my mails have slipped through the cracks. I've NEVER had any problems with Penguin before - quite the opposite. I once complained about a product that they PROMPTLY dealt with. I'd also like to point out that I have never paid more than the estimated costs of shipping and the shipping time to Norway is aprox under four days which is fantastic. So, faith restored. Thank you Acar and Mert (that wrote the email). |
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