A bit angry at la Couronne du Comte (resolved)

[Lexus77]

The latest update: 
As I described in a previous response, they called me on the 5th of May, to ask whether the Rhodia pads had arrived. Which, of course, they hadn't.
They promised to send them immediately (again????)...
Now, 12 days later, guess what... still nothing. No emails notifying me of any mishaps. No phone calls. No communications whatsoever. and worst of all, STILL no notepads. I have gotten so angry with them, I have written a very extensive and very negative review on google. Which also didn't prompt them to respond. I've had it with LCDC, I'm giving up. They are either completely incompetent, or they just don't care... Anyway, they're letting a very good business go to waste. Which is a pity, because I really used to like them, and I would have liked to continue liking and patronizing them. 

[La Couronne du Comte]

6 hours ago, Lexus77 said:

The latest update: 
As I described in a previous response, they called me on the 5th of May, to ask whether the Rhodia pads had arrived. Which, of course, they hadn't.
They promised to send them immediately (again????)...
Now, 12 days later, guess what... still nothing. No emails notifying me of any mishaps. No phone calls. No communications whatsoever. and worst of all, STILL no notepads. I have gotten so angry with them, I have written a very extensive and very negative review on google. Which also didn't prompt them to respond. I've had it with LCDC, I'm giving up. They are either completely incompetent, or they just don't care... Anyway, they're letting a very good business go to waste. Which is a pity, because I really used to like them, and I would have liked to continue liking and patronizing them. 

Dear Sir,

 

As apparently the message is that we do not seem to care, I feel obliged to respond. 
We do care for our customers and I am very sorry you feel this way. 

I have personally checked the shipping lists that we keep in order to be able to see if an order has been shipped or if there was an error: for us it is a means to check whether we made a mistake (after all, we are all human) or if it is one of our partners that makes an error. 

In this case I can see there were two shipments made and this morning I have sent you an email asking you to confirm that the address we have on file is the correct address. When you confirm the address I will also make sure it goes via special parcel post instead of letterbox mail, apparently this would be the way to make sure you get the two notepads.
 

In addition to your remark on the phone calls or messages: when we called you and you told us you did not receive the notepads, my colleague told you we would send the two notepads immediately again, as has been done. It really is very rare that a letterbox shipment does not arrive at an address for the second time. The only thing I am not certain of is the question if my colleague verified your address with you, hence my question on your email this morning if there may be some error in the address.

 

Nonetheless, we will make sure you will get your two notepads. There really is no logic in not sending two notepads, as we are a store and love to help our customers. 

 

So, my apologies if you think we do not care, as that is simply not the case. I hope we will be able to get the 2 pads to you soon now.

 

Best regards,

 

Dennis van de Graaf

 

La Couronne du Comte

[DvdRiet]

7 hours ago, Lexus77 said:

As I described in a previous response, they called me on the 5th of May, to ask whether the Rhodia pads had arrived. Which, of course, they hadn't.
They promised to send them immediately (again????)...
Now, 12 days later, guess what... still nothing.

 

This would certainly make me think that something has gone wrong with the address, just as Dennis mentions above. PostNL can be a mess sometimes but a delivery that takes longer than a day or two means something has definitely gone wrong with the address. In my experience, it makes absolutely zero sense that LCdC would lie - and certainly not this outrageously - about sending you something twice. So, even though I don't know the full situation, I still feel obliged to say that it is rather unfair to be getting 'so angry' at them this publicly for something that very clearly has all the hallmarks of a different type of error than what you are suggesting. The rest of us in this thread have also stated that LCdC has never been disreputable or dishonest in any way.

I hope whoever has received your order instead of you is enjoying their two free shipments of Rhodia notepads! 

[Lexus77]

3 hours ago, La Couronne du Comte said:

Dear Sir,

 

As apparently the message is that we do not seem to care, I feel obliged to respond. 
We do care for our customers and I am very sorry you feel this way. 

I have personally checked the shipping lists that we keep in order to be able to see if an order has been shipped or if there was an error: for us it is a means to check whether we made a mistake (after all, we are all human) or if it is one of our partners that makes an error. 

In this case I can see there were two shipments made and this morning I have sent you an email asking you to confirm that the address we have on file is the correct address. When you confirm the address I will also make sure it goes via special parcel post instead of letterbox mail, apparently this would be the way to make sure you get the two notepads.
 

In addition to your remark on the phone calls or messages: when we called you and you told us you did not receive the notepads, my colleague told you we would send the two notepads immediately again, as has been done. It really is very rare that a letterbox shipment does not arrive at an address for the second time. The only thing I am not certain of is the question if my colleague verified your address with you, hence my question on your email this morning if there may be some error in the address.

 

Nonetheless, we will make sure you will get your two notepads. There really is no logic in not sending two notepads, as we are a store and love to help our customers. 

 

So, my apologies if you think we do not care, as that is simply not the case. I hope we will be able to get the 2 pads to you soon now.

 

Best regards,

 

Dennis van de Graaf

 

La Couronne du Comte

Thank you for your response, both here and through email.
I have sent you a mail, confirming that the address was indeed correct.
So, if that is indeed the address you have used both times you allegedly sent the Rhodia pads, it would seem extremely weird to me that PostNl has failed to deliver them in both cases. But apart from the discussion about whether they were sent or not, I feel that a business that cares about their customers, would surely have taken SOME initiative to keep me informed, or at least made sure I had received my notepads after things have gone so wrong so often. And I'm truly sorry to say that, because I really loved your website, loved the attention to detail when things were delivered here, and have always considered LCDC one of my favorite places to buy from.

[Lexus77]

1 hour ago, DvdRiet said:

 

This would certainly make me think that something has gone wrong with the address, just as Dennis mentions above. PostNL can be a mess sometimes but a delivery that takes longer than a day or two means something has definitely gone wrong with the address. In my experience, it makes absolutely zero sense that LCdC would lie - and certainly not this outrageously - about sending you something twice. So, even though I don't know the full situation, I still feel obliged to say that it is rather unfair to be getting 'so angry' at them this publicly for something that very clearly has all the hallmarks of a different type of error than what you are suggesting. The rest of us in this thread have also stated that LCdC has never been disreputable or dishonest in any way.

I hope whoever has received your order instead of you is enjoying their two free shipments of Rhodia notepads! 

I must admit I have never known LCDC to be disreputable.
And I've also said so in previous posts. Although I did express some doubts on the validity on the excuses they offered for this, and in my opinion rightfully so.
However, the address that was verified this morning, was indeed the correct address. And as I already stated, though PostNl isn't always very quick, and can mess things up sometimes (as we all make mistakes) I doubt that things will go so wrong twice, if the correct address was used.
Having to wait this long for Rhodia pads is bad enough, honestly, but it wouldn't have prompted me to be this angry on a public forum, if LCDC would have taken some initiative to inform me on the situation, or at least tried to make sure I had received my notepads after things have gone wrong so often.
I would certainly not have been this angry, if they had just taken the initiative to inform me on the situation. Which they have continuously failed to do for just a week short of two months. To be honest, the way I'm feeling about their lack of communication, I'm truly restraining myself here in an effort to be civil and decent. 

[La Couronne du Comte]

Dear Sir,

 

I have just emailed you the tracking number and a photo of the parcel with Post NL sticker, so you can be certain that a parcel has been made. 

 

Addresses from our customers for the postal stickers on envelopes and parcels are directly taken from our system by the software, therefore I know that the addresses we used on the stickers are correct. On the contrary to your statement about doubting that Post NL can mess things up twice, I really must conclude that they did, as I have checked the work of my staff for you and they did exactly what they had to do in regards to the shipment and entering the shipment on the shipment list as a means to check if we had sent the order.

I do expect that the parcel will arrive this week at the address provided. Please contact us if the parcel is not received.

 

Best regards,

Dennis van de Graaf

 

La Couronne du Comte

[Linger]

1 hour ago, Lexus77 said:

...to be this angry on a public forum...

 

Wow. this thread has eternal life...on the online order of two paper pads...

 

As mentioned prior, it seems you base rather strong conclusions on somewhat illogical assumptions. Stress is not good for you, perhaps you should consider taking a chill-pill...

[Lexus77]

54 minutes ago, La Couronne du Comte said:

Dear Sir,

 

I have just emailed you the tracking number and a photo of the parcel with Post NL sticker, so you can be certain that a parcel has been made. 

 

Addresses from our customers for the postal stickers on envelopes and parcels are directly taken from our system by the software, therefore I know that the addresses we used on the stickers are correct. On the contrary to your statement about doubting that Post NL can mess things up twice, I really must conclude that they did, as I have checked the work of my staff for you and they did exactly what they had to do in regards to the shipment and entering the shipment on the shipment list as a means to check if we had sent the order.

I do expect that the parcel will arrive this week at the address provided. Please contact us if the parcel is not received.

 

Best regards,

Dennis van de Graaf

 

La Couronne du Comte

Thank you for your response, and thank you for sending me a picture of the parcel. I've seen the parcel show up in the PostNl app too, so I'm pretty sure it will be delivered later this week.

50 minutes ago, Linger said:

 

Wow. this thread has eternal life...on the online order of two paper pads...

 

As mentioned prior, it seems you base rather strong conclusions on somewhat illogical assumptions. Stress is not good for you, perhaps you should consider taking a chill-pill...

I really don't care if it's paper pads or gold bars.
If I buy something online, I expect it to arrive within the given timeframe, or to be updated on the delay by the seller. If I have to keep asking why promises of delivery are repeatedly broken, they're doing something wrong. Nothing illogical about it.
Perhaps you should consider taking your personal judgment on people somehwere else.

[Linger]

OK, you're not backing down. Fair enough. Perhaps I shouldn't have said something. And you are correct, it is my personal judgement. Here are some quotes from your numerous posts, limited to this page of the thread:

 

both times you allegedly sent the Rhodia pads
a business that cares about their customers
Which, of course, they hadn't.
They are either completely incompetent, or they just don't care
they're letting a very good business go to waste
 

These are textbook examples of hasty conclusions based on assumptions.

 

Last quote:

 

I'm truly restraining myself here in an effort to be civil and decent. 

 

For two paper pads. Please. Take two chill-pills.

[Lexus77]

1 hour ago, Linger said:

 

 

For two paper pads. Please. Take two chill-pills.

Again, take your personal judgment elsewhere.
As for the "for two paper pads" bit, I refer you back to my previous answer to your nonsense.
You either understood when I told you the first time, or you need to take some lessons in comprehensive reading. 
 

[OldTravelingShoe]

@Lexus77, @Linger, please, could we simply stop here this line of discussion? I realize there are unresolved issues, but we risk only the worse.

 

Thank you. 

[Lexus77]

28 minutes ago, OldTravelingShoe said:

@Lexus77, @Linger, please, could we simply stop here this line of discussion? I realize there are unresolved issues, but we risk only the worse.

 

Thank you. 

You are absolutely right. It ends right here, as far as I'm concerned.

[Lexus77]

To conclude this saga: Today the package LCDC sent to me, arrived. Finally, my pads are here. Well packaged and nicely gift wrapped, as always.
Very glad this is finally over.

[OldTravelingShoe]

All's well that ends well, as our friend Bill would say. 

[sirgilbert357]

Well, I'm hoping I get a happy ending too, because the Pelikan M1000 I ordered back in November still hasn't arrived and my last three emails to LCDC since over a month ago have been ignored.

 

Glad to see Dennis responding here, so I have sent a PM in the hopes I can just cancel my order, get my refund and put this nightmare behind me.

@La Couronne du Comte

[TitoThePencilPimp]

1 minute ago, sirgilbert357 said:

Well, I'm hoping I get a happy ending too, because the Pelikan M1000 I ordered back in November still hasn't arrived and my last three emails to LCDC since over a month ago have been ignored.

 

Glad to see Dennis responding here, so I have sent a PM in the hopes I can just cancel my order, get my refund and put this nightmare behind me.

 

@La Couronne du Comte

The Pelikan m1000 may be a bit difficult to get due the issues at the Pelikan plant. Many retailers have not received the m1000, or it goes by extremely fast. Ie., I have been looking to purchase an m1000 Black since last year. I was finally able to find it at a reasonable price from a European seller,  and purchased it. The next day, the stock was gone, except for 1 in B. It appears that the m1000 can be found more readily from US sellers, but one has to pay outrageous US prices.

 

But yeah, lack of emailing from LCDC is just...

[sirgilbert357]

1 minute ago, TitoThePencilPimp said:

The Pelikan m1000 may be a bit difficult to get due the issues at the Pelikan plant. Many retailers have not received the m1000, or it goes by extremely fast. Ie., I have been looking to purchase an m1000 Black since last year. I was finally able to find it at a reasonable price from a European seller,  and purchased it. The next day, the stock was gone, except for 1 in B. It appears that the m1000 can be found more readily from US sellers, but one has to pay outrageous US prices.

 

But yeah, lack of emailing from LCDC is just...

 

I keep hearing this same excuse. Yet, I watch as others I know order them and get them delivered. I've counted at least three other people who ordered theirs after me and have received it long before now. I don't care what the issues are, I just want a refund and I'll pursue the pen via another sales channel (or buy a lightly used one). I can handle long waits, but not being ignored.

[TitoThePencilPimp]

14 minutes ago, sirgilbert357 said:

 

I keep hearing this same excuse. Yet, I watch as others I know order them and get them delivered. I've counted at least three other people who ordered theirs after me and have received it long before now. I don't care what the issues are, I just want a refund and I'll pursue the pen via another sales channel (or buy a lightly used one). I can handle long waits, but not being ignored.

But this is true in general. I purchased my m1000 from Cultpens, not LCDC. I stopped shopping at LCDC for about 3 years now. Now, if LCDC is sending out m1000's to people who placed an order after than you. Then yes, its a scumbag move.

[sirgilbert357]

1 minute ago, TitoThePencilPimp said:

But this is true in general. I purchased my m1000 from Cultpens, not LCDC. I stopped shopping at LCDC for about 3 years now. Now, if LCDC is sending out m1000's to people who placed an order after than you. Then yes, its a scumbag move.

 

No, they are getting them from other vendors, as far as I know. It doesn't matter at this point. I think 6 months is plenty long enough to wait for one. I'm done waiting.

[OldTravelingShoe]

@sirgilbert357, generalizing from my personal experience with LCdC:

1. Buying regular things leads to quick and professional service, automated invoicing, automated emails, delivery that gets home intact. Great service. 
2. Buying regular things during discount periods typically leads to service as for point 1, but occasionally there is a hiccup. When this happens, it's likely a mismatch in the inventory management system, followed by an offer from LCdC to cancel the order. Very good service, overall. (For people not working in the field, the inventory management problem is in general not solved by either theory and practice. This means it is difficult to manage in even larger enterprises.) 
3. Buying exceptional pens is hit and miss. There seem to be many buyers that try to buy the same pen at the same time, anecdotally because we often find these exceptional pens in LCdC's inventiory but not elsewhere. Then, the same issue I mentioned at point 2 kicks in, but exacerbated by the scarcity of these exceptional pens and thus with longer recovery time. This is where better communication and expectation management could play an important role. So this is where the service should improve - customers have a particular focus when purchasing exceptional pens; it may be their first, or their best so far, or "their grail pen", etc. But there can also be special cases when the manufacturer delays production, which happens nowadays for more than just high-end Pelikans. 

 

This being said, after I understood point 3, which was a surprise to me mainly because I had ordered only Type 1 and 2 packages before and did not expect a difference, I started managing my expectations on my own and avoided further drama. I will keep buying from LCdC - the Type 2 package I ordered a couple of days back has arrived, and another Type 2 package has been confirmed after ordering today -, but keep in mind what I'm asking them to ship. 

 

Just a few thoughts on the matter.