Not getting much help
streetscenesPDX
Registered Users Posts: 6 Beginner grinner
Apparently my site-wide setting was to allow personal delivery. That's my fault.
On Sunday a client of mine purchased two metal prints, paid an arm and a leg for overnight shipping, but personal delivery was checked and I received an email saying that the order had been placed, and they would be shipped to me. I immediately emailed support with order info and correct address. As usual, I received a prompt response saying they will contact the lab and let me know if there were issues changing the address. Well, Monday rolls around and I receive a shipment notification. The prints are coming to me, and now I have to foot the bill to overnight them to my customer. I emailed SmugMug asking for them to take responsibility for their part in this mess and refund the shipping cost and was told no way, it's "not a SmugMug issue." My client has simply told me that if shipping is not refunded they would like me to return the prints and cancel the order all together. That doesn't benefit anyone. I was also told that I did not contact SmugMug to request an address change, which is incorrect, I copied and pasted the prior communication yesterday and still haven't heard back. Anyway, that's my story.
This has happened twice now, shipped to me, told lab was contacted, and I still received shipment. I didn't know my site wide setting was for personal delivery, that part is my fault, yes, but I asked for help and SmugMug dropped the ball twice.
On Sunday a client of mine purchased two metal prints, paid an arm and a leg for overnight shipping, but personal delivery was checked and I received an email saying that the order had been placed, and they would be shipped to me. I immediately emailed support with order info and correct address. As usual, I received a prompt response saying they will contact the lab and let me know if there were issues changing the address. Well, Monday rolls around and I receive a shipment notification. The prints are coming to me, and now I have to foot the bill to overnight them to my customer. I emailed SmugMug asking for them to take responsibility for their part in this mess and refund the shipping cost and was told no way, it's "not a SmugMug issue." My client has simply told me that if shipping is not refunded they would like me to return the prints and cancel the order all together. That doesn't benefit anyone. I was also told that I did not contact SmugMug to request an address change, which is incorrect, I copied and pasted the prior communication yesterday and still haven't heard back. Anyway, that's my story.
This has happened twice now, shipped to me, told lab was contacted, and I still received shipment. I didn't know my site wide setting was for personal delivery, that part is my fault, yes, but I asked for help and SmugMug dropped the ball twice.
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Seems wires got crossed a couple times between the lab, us, etc. But we'll fix you up, no problem! I've just emailed you regarding the two orders - and have taken care of the shipping on both. Our apologies that the packages did not get redirected directly to your customers. I do see that you have turned off Personal Delivery, which should prevent any future problems. As always, however, please contact us with any issues!
Barb Gates
Director, SmugMug Support
Smug since 2006
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