paradisearcadeshop reputation? (problem solved)

[DrunkemMaster2]

Hi,
I'm quite new to all this... I'm planning to build some midi controller and made an order in http://www.paradisearcadeshop.com.
The shipping rates are supposed to be calculated and updated after I make the order (that's what the site says).
I have communicated with the shop (Susan) and was promised I would be charged 15$ for shipping.
That seemed reasonable (I live in Israel), so I've trusted this and payed fully, assuming they would eventually charge me as promised.

Eventually they charged me with 48$!

For the past 2 weeks they are ignoring my emails.
This is very frustrating.

Does anyone here has any experience with that shop?

I'm still allowing them some credit, before I go spreading warnings all over. This is not that kind of message.
But I'm getting there...

Update (Jan 08):
A refund was issued. Problem solved.

[Nephasth]

Do you know how to use a phone?

[DrunkemMaster2]

yes.

[Malenko]

Do you know how to use a phone?

Normally I agree with you, but I had some issues with PA and communication was nill after the purchase.  Drunken, look for their thread in the BST section, and try PMing armi0024 and or you can email him armi0024@gmail.com or if its not too much of a hassle calling sadly really is the best option : 651-332-3665

Here is their thread:
http://forum.arcadecontrols.com/index.php/topic,106086.120.html

You can see where I posted in there.

[keilmillerjr]

I've never had any issue with orders or communicating with them. Maybe they went on a vacation for Christmas / New Years?

Susan lists her personal cell phone number on the website. If you haven't tried calling her, you probably shouldn't have even made this thread yet.

[Fursphere]

[/b] (I live in Israel),

$48 seems about right for shipping from the USA to Israel.  International shipping has become very expensive in recent years.

[DrunkemMaster2]

Thank you for your replies!

Susan lists her personal cell phone number on the website. If you haven't tried calling her, you probably shouldn't have even made this thread yet.

I have already tried the number on the site several times to no avail. It's a 12 hours time difference, btw, so it's not that easy.

$48 seems about right for shipping from the USA to Israel

I make many international purchases and it seems highly over-priced. Anyway, as I pointed out, I was promised the cost would be much lower.

try PMing armi0024 and or you can email him

Thanks, Malenko. I'll try that.

[pbj]

I wasn't all that impressed when it took them a couple of weeks to ship my order and their excuse was "we have to wait until we have some orders piled up before we go to the post office."  Not sure how that meshes with all those, "we're so busy we've had to hire extra help!" posts but whatever.

$15 was a ridiculously low quote and obviously made in error.  Stop trying to screw over American businesses just because you're some poor foreigner that lives with his parents.  You probably ordered $10 worth of crap and people like you are the reason I won't sell overseas.

Good day.

 

[JDFan]

Sounds like someone misquoted the shipping -- in looking at the USPS rates for shipping to Israel for a medium flat rate box it is $60 and large is $78 - and if shipping package rate for 8 oz. package would be $46 and 1lb. ups it to $48. SO what you were charged seems to be the actual rate they probably paid -- that said if you were quoted $15 by an employee they may be able to work with you on something but I'd say they probably actually paid the $48 to send it to you and they do state it will be invoiced at actual cost on the site so they actually did what they said they would do on the site and charged you what they paid for shipping 

[DrunkemMaster2]

I've got a lot of love to give.

[CraftyMech]

What was the item?

If the package was under 13oz then First Class International would be about $15 to Israel. Otherwise the much higher rate sounds about right.

[PL1]

Another thing to consider is that Bryan and Susan are getting ready to move to a new place.

I learned about it in this KLOV thread.

Good news: It may take a while, but I'm sure they will make things right -- they have on the few occasions when my order had something  wrong with it.

Bad news: You may need to remind them a few times.      

Parting thought:

All international orders are by default billed as express shipping because we lost 1000's in people claiming they never got their packages.  However, if you go the step of telling us  your forum id and writing we will adjust the shipping to priority and can help on a number of issues.

Scott

[rablack97]

I've had good experiences with them, I've talked only to Susan.

What i've learned is to just be polite and explore all avenues of communication.  Email by far is the worst type, I'm not sure how often they check it, but, i've sent a few emails and got no response.  So i called, left a VM and Susan responded promptly.

I was just talking to a member from Israel recently about shipping, I quoted him between 50.00 - 60.00 for a 3 lb. package.  Shipping is high all over, its put some folks out of business, cause their best business was international.

Susan, has refunded, exchanged and replaced anything i've needed, so PA is a good source, just exercise some patience.

It is a mom and pop shop, they run it by themselves, and carry some hard to find items.

There's also a website....USPS.com, you could of put in your area code and hers, and a guesstimation of the weight, and saw that $15.00 was an understatement.

So make sure you do your due diligence first before you raise an issue.  Call her man, they are good people.

[Ken Layton]

And post rates are going way up again in just a few weeks.

[ChanceKJ]

I'm new (ish) here as well. Truth be told I'm probably one of Paradise Arcade's biggest fans.

Yes, not everyone is perfect, but at least in my experience with them they've always made things right.  I work in the eComm/Marketing department of a major national chain and I've worked for Apple as a trainer/tech, these two jobs combined with  how picky I can be has given me my extremely high demand for customer service. I'm about the principal, the little things, etc. 

I'm very happy with how PA has always treated me, and they've become my first stop online when I look for parts. I could give you examples of customer service worth publicly b*tching about, some real horror stories. Yours is not one of them.

90% of these kind of threads just have regulars jump out of the woodwork to point out how silly the original poster/issue is. Most of the time the vendor doesn't even have to hit a single key on their keyboard because it's done so well. This is one of those times.

Calm down, be patient, and if they truly are swamped then let them explain when they can.


...maybe if I format my post like that you'll get the picture.
/sarcasm.

[Hoopz]

I'm new (ish) here as well. Truth be told I'm probably one of Paradise Arcade's biggest fans.

Yes, not everyone is perfect, but at least in my experience with them they've always made things right.  I work in the eComm/Marketing department of a major national chain and I've worked for Apple as a trainer/tech, these two jobs combined with  how picky I can be has given me my extremely high demand for customer service. I'm about the principal, the little things, etc. 

I'm very happy with how PA has always treated me, and they've become my first stop online when I look for parts. I could give you examples of customer service worth publicly b*tching about, some real horror stories. Yours is not one of them.

90% of these kind of threads just have regulars jump out of the woodwork to point out how silly the original poster/issue is. Most of the time the vendor doesn't even have to hit a single key on their keyboard because it's done so well. This is one of those times.

Calm down, be patient, and if they truly are swamped then let them explain when they can.


...maybe if I format my post like that you'll get the picture.
/sarcasm.

He has as much right to question what happened and ask what others think about the situation as you do to defend them.  He maybe didnt need to change the font size or text color but if he was wrong to do it, then what does it make you? 

It gets old seeing everyone jump up somebody's ass when they ask a question about what's happened.  He/she spent the money, was over charged (based on what he says happened) and hasn't had emails answered.  Sure he could have tried calling, or posted on Facebook, or sent a bunch of tweets about it but he posted here since PA posts frequently.  It's Saints forum and he makes the rules.  The last time I read them (maybe a month or two ago (thanks Ark!)), he doesn't have a rule about questions like this. The only rule close is "be nice to each other" or however it's phrased.

Since you're throwing around your supposed professional experience then surely you know the value of communicating with your customers, no?  If not, let me explain - it's a good ---smurfing--- idea.  Too dense to understand that?  They shouldn't let emails go without answering them.  Period.  Holy ---fudgesicle---.  Andy's on vacation at Ultimarc until sometime next week yet still has time to post here about an Aimtrack issue.  Yet two adults can't return an email?  Yep, jack up that font and color to make the OP seem way off base.  It's the customers fault for sending those emails asking for information.  Can't have that!

One reason that these threads have "regulars jumping out of the woodwork" and all the flaming is because a lot of the regulars fail to remember that the vast majority of readers of the forums don't post much or at all.  We also forget that they don't necessarily see every thread that a lot of us do.  We don't recall that we know many of the regulars here in real life and know about their families yet the casual reader doesn't.  We don't recall that the casual reader may miss a thread telling us that a shop is closed for a few weeks so expect delays.  We forget that people can ask questions here without us being a rabid pack of ---uvulas---.

Hell, even Saint commented one time in a thread that all the vendors here, but one, have had a thread created about shipping "situations".  How many regulars recall that?

Sorry, I'm cranky and tired of the gang mentality when it comes to someone asking a question regardless of how we read the tone in the damn thing.  Let the guy ask.  If you don't like it, don't post.  Probably what I should have done to the post I quoted.  I'm as bad as the rest.

TTDR version - STFU and go rape puppies instead of trolling the OP's thread.

And if the OP is full of ---steaming pile of meadow muffin---, my bad.

 

[mmg1design]

They are not good about responding to emails (post purchase) or updating you about shipping delays. I've also had a frustrating experience with them. In one instance I ordered a joystick, it ended up not being in stock. I had to wait for weeks with no response from them. I finally told them I wanted to cancel the order. Then they sent me an upgraded stick without asking me. I guess normally that should be a good thing, but in my case the upgraded stick didn't match the rest of my controls. But I understand they were trying to do good.

Nowadays, I only buy from them if I don't need it right away and I check with them to make sure they have the items in stock.

[ark_ader]

What a right load of carry on.  I like the big red letters. It got my attention. I should use them when the resident tards in here wind me up.

So let me get this straight.  The OP is based in Israel (do they not have arcade shops there?) bought something arcade related and was charged the normal rate to ship it to Israel and didn't get it the next day. Tried calling and with the time difference, got no answer (when they were in bed).  Wow.

We should call CNN up and tell them this.  This is news!

Now everyone here has got their knickers in a twist over it.  Big red letters et al. 

Well good things cost money (especially in this hobby) and if you cannot get it in your country, then you have to go with the flow.  Next time try GGG.

If I was the seller I would take an extra week and make you wait. 

Throwing a wobbly and generating bad press....Grow up. 

I like how the modern EULAs and T&Cs stop you from complaining about companies, with the threat of legal action.  I find it all laughable.

p.s.

Hoopz - you da man!

[DrunkemMaster2]

Update:
I've received the refund. And the apologies.

Thank you, big red letters.

[thehammer12]

Update:
I've received the refund. And the apologies.

Thank you, big red letters.

Those big red letters got you your refund, but it also killed your credibility.  GTFO with your 5 posts, trying to ruin someones business haha, and were sorry its hard for you to make a call with a 12 hour time difference.  If I got ripped off I dont care if it was a 15 hr time difference. ....I would make time to call.

[DrunkemMaster2]

Last post, I promise... just the facts

- Shipping price was quoted before the sale. nevertheless, i was overcharged x 3.
- I've send numerous emails, tried to call several times (yeah, HL working hours), sent FB messages and yesterday also PM
- No response for 2 weeks
- I then started this thread, stating the facts and asking for advice from more experienced players

Nothing here seems unethical, IMO.

GTFO with your 5 posts, trying to ruin someones business haha, and were sorry its hard for you to make a call with a 12 hour time difference.  If I got ripped off I dont care if it was a 15 hr time difference. ....I would make time to call.

another fact - 15 hours diff is less of a problem than 12

[armi0024]

We did miss the emails for some reason and it has been 10 days since the order. 

Holiday time is always busy in the shop and this year we had the present of our cesspool collapsing, our house being cited as unsafe and having to move...  which we did today.

Now, this is not to say we should not be better about emails and responses, but it is to say that we are doing our best and we will make sure everyone, and everything is taken care of.

As for communication, we have in general been 85% same or next day response, 12% 2 day, and about 3% 3 day or longer.

We do publish our phone number so when people have emergencies (and believe me arcade emergencies happen 24/7 based on the calls ) Amit, I would be happy to hear if you left a message or what happened, but let's keep the communication on email.

In regards to shipping.  We lost over 1k on foreign shipments when we offered priority shipping internationally.  Paypal did not recognize the international deliveries because they didn't have signature or whatever, but we lost a lot of money.  So, by default, ALL international shipping is charged express rates on the site.  This is to protect us.  However, as a courtesy to people on the forums, we will do custom shipping rates.  We do not have the ability right now to custom modify your order before placed so our only choice is to refund after purchase. 

In this case the order was in a flat rate express envelope for 48, but Susan requoted with first class international shipping and got the rate down to 15.

We can and will continue to work on improving our service.  As a part of this move we have doubled our shelf space, and have a dedicated shipping and packing area.  We are hoping with these improvements, efficiency will increase and we will be able to improve our systems overall.

Thank you for your patience and the overwhelming support this holiday season.
-Bryan

[jimmer]

my 2 cents:

The process for this type of order should be refund the postage difference before the item is shipped.

And avoiding the need for communication beats good communications.

[Sjaak]

Now that the situation is resolved, I think it would only be fair if the OP changes the title of this thread and maybe updates the first post.

[rablack97]

Well it's like i said, practice a little patience and they will work it out.

I would say unless you run a business yourself you cant really complain about how other folks run their business, if you dont like it, settle with them personally, before blasting them on a forum.

As you can see everyone has had different experiences, more good than bad.  I'm glad you got your refund, but there were alot of factors here that lead to your concern.

On a positive note, apparently this is a growing hobby in Israel, you might want to look into opening up your own parts shop there.  Then see if you able to answer all of your calls, and answer all of your  emails, and get the shipping right 100% of the time.

Bottom line is we want what they have (all vendors), if they said F-it and quit doing this for us, we wouldn't be in this hobby today.

We shouldn't take the joy out of their business by being impatient spoiled brats.   

Going back to timeout now. 

[yotsuya]

We shouldn't take the joy out of their business by being impatient spoiled brats.   

Going back to timeout now.

The near irony! 

[BadMouth]

We shouldn't take the joy out of their business by being impatient spoiled brats.   

He was quoted $15 for shipping. They charged him $48 without contacting him to ask if he was ok with the increased cost.
They didn't respond to his emails, so he called them out publicly which worked.

 

[dgame]

Big red text before the lock. 

[armi0024]

This method of how we ship for international is in place until we find a new way of handling it.  It is far less than ideal for all parties.  I will take the constructive criticism and work on some solutions.

I will say that this was resolved by email before we knew about the thread.  The public callout had no affect on timing or outcome, it was using other contact methods, like my personal email that is widely available.

I don't think the op had any bad intentions and I know we didn't.
He had a limit, got upset and did what he could to resolve it.
I think forum threads sometimes exaggerate situations but this is now resolved.

The order wasn't small, Susan is master of packing. Putting boxes inside flat rate envelopes is ingenious on her part.

I modder to removed title change, didn't see that with the string of emails on wake up today.

[Hoopz]

The title already says problem solved and has for awhile today.

Details....   

[MTPPC]

Susan blew smoke up my patoot once. And for me, it's one strike and out for vendors. So no more PA for me, but others seem satisfied.

[rablack97]

One more thing to say and I'm done on this subject.

Placed an order with PA about 2 months ago, one of the jstiks has a contact issue.  I emailed a few times no response, called and LM, Susan replied back said she would send new stick and replacement led kit with a recent order that I placed a week ago.

New order came in, but they forgot to add the replacement parts, so i emailed a few more times and place a few more call, over a span of about 3 days.  No response.  I called last night and Susan answered, said they were in the middle of a move, and that there was a mixup in the shipping, and that the new parts would be sent out ASAP Monday.

So in summary, all it took was a little due diligence on my part, and all is well.  I guess in dealing with PA you have to patience and do a little chasing yourself.  They don't hold your hand and chase you down, it just is what it is, but they do take care of you in the end as they know this is something they need to work on.