Order issues, delays, hang ups, where is my order?

[frost]

Firstly, this is not a bash or a rant. Ok maybe a little of a rant. I understand this entire thing is run by just one man. I understand he gets a lot of orders. I understand hes not here to hold everyones hand, but to make product.

All that said, I think ALL of these complaints and questions about orders could be easily solved with a better communication and tracking system. As it stands, you place and order, and unless you nag and nag and nag and nag and nag some more, you NEVER get an update. If you stay silent and patient, you have ZERO idea whats going on, and suddenly "SUPRISE!!" you get your order 7 months later.  Brownbear could stop wasting his time posting and reassuring everyone, and people could know where their money is at all times, if the following actually happened (and it doesn't, don't tell me it does):

an email went out confirming payment
another confirming order process
another when it enters the que
another when its done
and lastly, one when it ships, AND a tracking number

ALL of these things could easily be set on an automated system connected to BBs inhome schedule/workload program. Especially in the case of Paypal users, an invoice, shipping label AND tracking number are all automatically handled by paypal, it simply takes a click or three.

All of these things are much easier than people  being left completely in the dark, dozens of buyers that have just shot their own hard earned money off into nowhere, and 4, 6, 8 months later, have nothing. I  have actually cancelled orders in the past and asked for my money back when things reached 6 months and I still wasn't even in the mold que.

[babybear]

I agree that there should be a better way to keep tabs on the status of orders, etc.

Also, now this isn't a dig at Brown Bear, his toys are excellent. I don't wish to sound mean or harsh but It would be good if he had help and support with manufacturing these toys and getting them shipped out. I think to keep up with supply and demand. I'm not sure if those are the right words. I'm not a very business-minded bear. I'm only little lol.

*Lots of Baby Bear sized hugs to Brown Bear*

[Lenoh]

All I'm saying about this is that I don't see any of you busting down Brownbear's door and doing volunteer work for him 

[Talarath]

When the new site goes up, I'm changing the wording and such of the status names since no one reads their description on that same very page or in the faq on the support site.

[babybear]

I would if I could, Lenoh.

[Darrk_wolfess]

Is bb gonna hire someone to help?

[frost]

All I'm saying about this is that I don't see any of you busting down Brownbear's door and doing volunteer work for him  

Why? We are customers. We purchased a product. As customers waving money around, we have a basic expectation that when money is thrown at a seller, a product is forthcoming. Why should we pay money for something, and then (pay over $1000 more) fly out to the seller and help him around the house?

I'm sorry to be a bitch, but this is just absurd. Over the years I have dealt with this dude on a dozen occasions, and bought many toys. Every. Single. Transaction. Was like pulling teeth. 4 out of 5 times something was wrong with the order, and 5 out of 5 times it took over 4 months and there was zero communication whatsoever.  (not counting the 6th order in which I simply told him to forget it and refund my ****ing money)
This is not good. Just because he has a monopoly doesn't mean he can act unproffessional.

He needs to get his crap together, STOP taking orders, work out a system in which things run smoothly and people actually get their product, get the correct product OVER 90% of the time, and are actually happy with everything and not just coming here because they have to. because these are the only toys like this on the planet. Not cool.

[Woofy]

Okay, I understand that you're annoyed... but seriously, I do feel this is getting out of hand.

We're not forced to buy from BB. If you don't like it, don't buy it.
Yes, I've heard that several orders went wrong, but I also heard he's always fixing it. Now thát's customer service!!

If you don't like the waiting, try Fetish Zone or Yiffytoys.de . They sell BB's toys, out of stock, no waiting time. But no option for special wishes either, of course.


And then something else; BB can decide to STOP making these toys whenever he pleases. And if he did, we'd have no product whatsoever.



As for your statement that he's the only one making these; that's wrong. Bad Dragon makes them too. Lots more expensive though and I've heard they had many problems with orders too, and not half Bear's customer service. But they HAVE them. And there are more sites... like the one who sells the ''Cody'' horse toy. (Don't remember the site, but I'm sure you'd easily find it)



So... yeah...


I know you're annoyed and I dó understand, but this is getting out of hand.

[babybear]

My first and only toy was a Boxie Foxie. It came quite quick because I think it was something he had already made.

I've put out a support ticket for my latest order. Helmutt toy.

I still think Brown Bear should have people help him with making the toys and getting them sent out.

I'd help if I could but I'm quite a clumsy lil bear.

*Sits on my paws*

[Quail]

Okay, I understand that you're annoyed... but seriously, I do feel this is getting out of hand.

We're not forced to buy from BB. If you don't like it, don't buy it.
Yes, I've heard that several orders went wrong, but I also heard he's always fixing it. Now thát's customer service!!

If you don't like the waiting, try Fetish Zone or Yiffytoys.de . They sell BB's toys, out of stock, no waiting time. But no option for special wishes either, of course.


And then something else; BB can decide to STOP making these toys whenever he pleases. And if he did, we'd have no product whatsoever.



As for your statement that he's the only one making these; that's wrong. Bad Dragon makes them too. Lots more expensive though and I've heard they had many problems with orders too, and not half Bear's customer service. But they HAVE them. And there are more sites... like the one who sells the ''Cody'' horse toy. (Don't remember the site, but I'm sure you'd easily find it)



So... yeah...


I know you're annoyed and I dó understand, but this is getting out of hand.

That would be Exotic Erotics. There's also Elypse Art with inflatables. And AlienDildos, but they're in the UK and cater to size queens. Then for weird but not furry you also have Whipspider Rubberworks. There's more but I forget at the moment...

[hisredwolf]

Maybe this sort of post would be better as an e-mail to Bear in private, than something posted here on the forums, as it could cause upset.

I can understand your views. I think we all agree that Bear has so much on his plate and he works very hard to get it all done. We all have our opinions and ideas as to what would help him in this matter.

Okay, I understand that you're annoyed... but seriously, I do feel this is getting out of hand.

We're not forced to buy from BB. If you don't like it, don't buy it.
Yes, I've heard that several orders went wrong, but I also heard he's always fixing it. Now thát's customer service!!

I know you're annoyed and I dó understand, but this is getting out of hand.

And yes, I agree with you Woofy.

People aren't forced to buy the toys. They buy them of their own accord and know the wait times CAN sometimes go on past the estimated times. It's not like it's something unknown to people.

Bear has been wonderful with me in the customer service department and so I know he's always doing his best to fix problems, errors, mistakes.

Again, to Frost who started this topic, I think something like this might would have been better addressed in private with Bear himself. Believe me I'm all for improvement. Really, I am. I think it's great you have ideas and views on what could be changed to better this place, but this thread is starting to get somewhat upsetting to some and I think maybe it could have been addressed in a better way.  

As far as the notifications via e-mail, I receive those. When my order goes through and is processed, I receive notification. When It's put in molding queue, I receive notification as well as when it's complete, when it's ships (tracking number and all) etc, etc. I'm curious as to why YOU haven't been getting them. Maybe it's some sort of glitch? I receive that information though, so that's weird that you don't. Maybe it's some kind of error? Something to talk with Bear about, or maybe even Talarath.


Just thought I'd give my .02 cents.

[katamukiryuu]

Why? We are customers. We purchased a product. As customers waving money around, we have a basic expectation that when money is thrown at a seller, a product is forthcoming. Why should we pay money for something, and then (pay over $1000 more) fly out to the seller and help him around the house?

I'm sorry to be a bitch, but this is just absurd. Over the years I have dealt with this dude on a dozen occasions, and bought many toys. Every. Single. Transaction. Was like pulling teeth. 4 out of 5 times something was wrong with the order, and 5 out of 5 times it took over 4 months and there was zero communication whatsoever.  (not counting the 6th order in which I simply told him to forget it and refund my ****ing money)
This is not good. Just because he has a monopoly doesn't mean he can act unproffessional.

He needs to get his crap together, STOP taking orders, work out a system in which things run smoothly and people actually get their product, get the correct product OVER 90% of the time, and are actually happy with everything and not just coming here because they have to. because these are the only toys like this on the planet. Not cool.

well, for the first i think they aren't saying people should help with their orders, but that they themselves would like to help.  his products do take a long time to make, and its is a heck of a wait.  but in my opinion it is worth the wait.  if you don't think its worth the wait, don't buy them.  its fine to make suggestions, but this is kinda out of hand.  BB is doing his best, and from everything i've seen on the forum when he messes up an order, he fixes it.  he has a hard job, let him do it. 

[Quail]

I admit I was miffed when my order was messed up, but he fixed it within a week and got my 2nd order done and sent too, which i was highly grateful for. But it was my own damn fault, too, for changing my order on him so suddenly as well. I do agree he needs help, but I don't think we should be pushing him into doing it if he doesn't want to. At least he takes the time to get back with us and post on these forums, not many toy companies you have the actual head person come and speak to you directly.

[Brownbear]

I know this isnt a personal attack, and I do not take offence to it at all.
I have been running behind for far too long now, and I have gotten my tail chewed many times over this, and you are correct when you say that it does take too long.


  I really need to work on better communication, even if it is just to let folks know that there will be more of a delay.

  Once things settle down, I really need to find a secretary to take care of this end of it, so ill have more time to work on toys, both in filling orders and coming out with new models.

  And I will get your order out just as soon as I can.

  Again, no hard feelings here

Bear

Firstly, this is not a bash or a rant. Ok maybe a little of a rant. I understand this entire thing is run by just one man. I understand he gets a lot of orders. I understand hes not here to hold everyones hand, but to make product.

All that said, I think ALL of these complaints and questions about orders could be easily solved with a better communication and tracking system. As it stands, you place and order, and unless you nag and nag and nag and nag and nag some more, you NEVER get an update. If you stay silent and patient, you have ZERO idea whats going on, and suddenly "SUPRISE!!" you get your order 7 months later.  Brownbear could stop wasting his time posting and reassuring everyone, and people could know where their money is at all times, if the following actually happened (and it doesn't, don't tell me it does):

an email went out confirming payment
another confirming order process
another when it enters the que
another when its done
and lastly, one when it ships, AND a tracking number

ALL of these things could easily be set on an automated system connected to BBs inhome schedule/workload program. Especially in the case of Paypal users, an invoice, shipping label AND tracking number are all automatically handled by paypal, it simply takes a click or three.

All of these things are much easier than people  being left completely in the dark, dozens of buyers that have just shot their own hard earned money off into nowhere, and 4, 6, 8 months later, have nothing. I  have actually cancelled orders in the past and asked for my money back when things reached 6 months and I still wasn't even in the mold que.

[knotme]

I know atleast three of us have volunteered in the past yr to help out with the emails and stuff, I dont recall where its posted at but I know myself and jsealing volunteered to help out.

Some people around here need to chill out with the constant daily whining of wheres my toy.  You will get it when it gets done.  The more you bother BB with wheres my toy, wheres my toy, wheres it at, is my toy done yet......geez take a break will ya, its summer chilax and enjoy it.  Its the weekend of the fourth I wouldnt be at all surrprised if BB is on vacation, getting a little r&r away from all this.

BB you are doing a fine job with everything the way it is.  Keep up the good work and I hope you are on vaction, even you need a break from time to time.  Enjoy this weekend and then on Monday get back to doing what it is you enjoy doing for a living