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Can't Contact Goulet Pens & Can't Place An Order. Is It Just Me?


Chrissy

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I get a page that just says ERROR when I try to calculate shipping for an item, the Contact Us page is Not Found, and the email address info@gouletpens.com isn't working and bounces my emails back.

 

Is this only happening to me and is it because I'm not in the US?

 

Is there any way of contacting Goulet Pens by email at this time?

 

The newsletter says the Contact Us page isn't working properly, but I can't do anything at all.

Edited by Chrissy
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I would try brian@gouletpens.com, or rachel@gouletpens.com - if they also bounce back, they have an even bigger problem than they realise!

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Seems to be a few teething problems with the new website, as Jamerelbe said, drop either Brian or Rachel an email. Otherwise maybe try again in a couple of hours.

-Andy

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If e-mail fails you might also try messaging them on social media, but I've had success with e-mail as of late last night. The website is running very slow which has caused some issues for me as well. I'm sure they're working quickly with the web hosts to solve the problem.

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From their Facebook:

 

"Our "Contact Us" form has been broken since our new site launch... we JUST now got access to all of your submissions. We're working through them and will respond as quickly as we are able! We're really sorry if you felt that we were ignoring you. Thanks so much for your patience."

 

Maybe that might be why?

Pelikan 140 EF | Pelikan 140 OBB | Pelikan M205 0.4mm stub | Pilot Custom Heritage 912 PO | Pilot Metropolitan M | TWSBI 580 EF | Waterman 52 1/2v

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I'm so sorry Chrissy! The info email not working concerns me, but we've been getting emails through that account so I don't know what's up there. Our contact form was fluky but that's being resolved. You can definitely email me or Rachel, and we've also set up a new email website@gouletpens.com for reporting bugs and getting help with website issues. It breaks my heart that you and others are having to work so hard to do what used to be so easy on our site, and Rachel and I (and out whole team) are working at capacity to resolve these issues as quickly as we can! It's a little overwhelming at the moment, but we liken it to undergoing surgery...it's going to be painful and not pretty at first, but as it heals it will eventually be better than it used to be. Thanks so much for hanging in there, we will do everything we can to help you!

Brian Goulet</br><a href='http://www.gouletpens.com' class='bbc_url' title='External link' rel='nofollow external'>www.GouletPens.com</a></br><a href='http://twitter.com/GouletPens' class='bbc_url' title='External link' rel='nofollow external'>GouletPens on Twitter</a></br><a href='http://blog.gouletpens.com' class='bbc_url' title='External link' rel='nofollow external'>Goulet Pens blog</a>

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I'm so sorry Chrissy! The info email not working concerns me, but we've been getting emails through that account so I don't know what's up there. Our contact form was fluky but that's being resolved.

Brian, is the orders@ email account working? I emailed it this afternoon regarding an order of mine from Monday that I've gotten no response at all to. If the email is working then I'll be patient while your crew works through the list, if it isn't I'll try resending to one of the ones you have identified as working.

Fountain Pens: Still cheaper than playing Warhammer 40K

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I too have been unable to place an order--I've tried probably like six times :( I'm desperately itching to order one of those new Field Notes packs!

 

Emailed through the "Contact Us" form and never heard back. I'm sure I'm one of many waiting in a que...website growing pains can be tough.

 

I also just emailed the info@ address concerning on order I had already received, and now I'm just waiting and hoping to hear back from someone.

μὴ ζήτει τὰ γινόμενα γίνεσθαι ὡς θέλεις, ἀλλὰ θέλε τὰ γινόμενα ὡς γίνεται

καὶεὐροήσεις. - Epictetus

 

http://img525.imageshack.us/img525/606/letterji9.png

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They're likely experiencing lots of trouble with the new website. It's always very difficult when starting a new web page.

The same happens when online games debut, more traffic than expected, then the servers just crash.

I tried to email him last week regarding ink and he never replied, so I assume they are working painstakingly on the new site.

 

Imagine building a bridge for the first time, with just you and a small team, in a populous city like Los Angeles (or London).

It likely won't be able to handle all the cars at once, the bridge would have to be tweaked and improved, for the weight and the traffic flow. On conjecture alone, I suppose this is the case, metaphorically speaking, for the site. Just a wild guess.

 

Hopefully you can contact them soon, good luck!

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I realised that the web-site might be experiencing problems because it's bound to have teething troubles at first. I wasn't sure what to expect.

 

I went on there because I wanted to see what empty ink bottles were available. So I logged in, found them and put one in my cart. Then when I tried to calculate shipping I saw that my UK and US shipping addresses had been merged into something that would never work. So I edited my addresses, and viewed my cart to try and calculate shipping.

 

It was then that I was sent a completely blank page with the word ERROR on it. I tried several times with the same result.

 

I had been communicating about 'inksamplepalooza', so I just replied to the last email. I know it had been working perfectly well. Nothing happened for more than 24 hours, then yesterday it bounced back for this reason:

 

Sorry, we were unable to deliver your message to the following address.

<info@gouletpens.com>:
Message expired for domain gouletpens.com

 

I now have an acknowledgement, and I think that's from eventually getting a Contact Us message through the web-site. I found I had to scroll down to the bottom of the Not Found page, then press Contact Us again. That worked.

 

Why the email address didn't work is still a mystery

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Brian, is the orders@ email account working? I emailed it this afternoon regarding an order of mine from Monday that I've gotten no response at all to. If the email is working then I'll be patient while your crew works through the list, if it isn't I'll try resending to one of the ones you have identified as working.

 

As a follow-up to my own post, when I got to work this morning my Goulet order was waiting for me. The invoice was dated Monday, the day I ordered, so whatever is wrong with their email is clearly not affecting the speed of the fulfillment crew.

Fountain Pens: Still cheaper than playing Warhammer 40K

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Hey all, we're still working through the emails. We had around 500 come in yesterday from the Contact Us form since last Friday, and I think we still have around 250~ left to get through, in addition to regular emails sent to us. We are working our absolute hardest to catch up - it's almost 1am my time and I'm working on emails myself - and we're really appreciative of your patience.

 

If you haven't gotten a response from us yet and really need a response (especially if you are having checkout issues), please send us an email at info@gouletpens.com, and we'll do our best to make sure you get help.

 

We are continuing to implement fixes, so hopefully some of the problems you may have experienced in the last few days may already be resolved.

 

Thanks for hanging in there with us!

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Here is my update: I have been one who has not been able to place an order and yesterday I could not login either. FYI - Goulet has an website update page on their blog. Today I also could not login into my account on my Mac but I could on my iPad via their new mobile site. They have a new PayPal option and I used that to check out with given the problems that I have had with their cart. The end result is that I was able to successfully enter a small order.

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Hey all, we're still working through the emails. We had around 500 come in yesterday from the Contact Us form since last Friday, and I think we still have around 250~ left to get through, in addition to regular emails sent to us. We are working our absolute hardest to catch up - it's almost 1am my time and I'm working on emails myself - and we're really appreciative of your patience.

 

If you haven't gotten a response from us yet and really need a response (especially if you are having checkout issues), please send us an email at info@gouletpens.com, and we'll do our best to make sure you get help.

 

We are continuing to implement fixes, so hopefully some of the problems you may have experienced in the last few days may already be resolved.

 

Thanks for hanging in there with us!

 

I would suggest going to the previous system that was light and quick while you smooth out the buggy parts. it was simple and it worked perfectly and is frustrating to us to not be able to order anything.

 

i have had problems login in, where is the send to wishlist link? Problems editing the cart, removing items and adding items to the cart, you name it.

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i have had problems login in, where is the send to wishlist link? Problems editing the cart, removing items and adding items to the cart, you name it.

 

It's the little heart icon. Does not appear to be an icon for OOS items.

Edited by TheRealScubaSteve
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:P Nice to see they're on top of it, but I would have launched the site towards the middle of summer as opposed to close to the holiday (ie: Christmas Gift buying) season. Issues like that can't be helping sales any especially for newer uninitiated users.

 

PS: I've had some of the best luck over social media if emails for some reason didn't work (But in the past, emails has always worked for me... so... personal preference or urgency I guess is what dictated me to one or the other).

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Hey all, we're still working through the emails. We had around 500 come in yesterday from the Contact Us form since last Friday, and I think we still have around 250~ left to get through, in addition to regular emails sent to us. We are working our absolute hardest to catch up - it's almost 1am my time and I'm working on emails myself - and we're really appreciative of your patience.

 

If you haven't gotten a response from us yet and really need a response (especially if you are having checkout issues), please send us an email at info@gouletpens.com, and we'll do our best to make sure you get help.

 

We are continuing to implement fixes, so hopefully some of the problems you may have experienced in the last few days may already be resolved.

 

Thanks for hanging in there with us!

 

 

Yes, and today is Black Friday. Yikes! It might be helpful if you give us updates on the two threads that are current on this forum. You can reach many of us here, faster, than by replying to emails. I have two pending orders with you but I suspect many are reading this thread and wondering if it is safe to visit your site yet.

 

Best,

David

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