EMAILS:
[FIRST EMAIL AFTER THE ORDER WAS PLACED AND PAYED]
Hi Mike,
Today I remembered again that the shipping option costs on your site needs to be adjusted to the order.
I already send you the money per PayPal.
Let me know!
Thanks!
[RESPONSE AFTER 2 DAYS]
Hi Roel,
I apologize for the delay. We have been extremely busy this week and we
are processing orders as quickly as possible; in the order that they were
received.
Due to restrictions on the size of a package that can ship to the
Netherlands, your order will need to ship in 2 packages and special
payment terms will apply.
Most of the items that you ordered have a strict minimum retail price
policy by the manufacturer. Selling these items for less than the minimum
retail price or offering free shipping would result in the loss of
distributorship. To be fair to all of our customers, we offer competitive
prices and very fair shipping terms. We charge the actual shipping cost
(with our volume discount) and a very reasonable handling charge for each
order. The handling charge is applied to the commercial grade packaging
supplies that we use. When this is factored in, we make absolutely
nothing on the shipping. For your order, we waived the handling charge on
both of the boxes and supplies and we will cover the costs.
The 3 Cactus Canyon decal sets will be shipping in 1 box. Here are the
shipping options and details for this package:
- USPS EMS Express (Averages 5 business days to arrive to your country
from when the order ships; not including customs clearance): $68.40
- USPS Priority International (Averages 10 business days to arrive to your
country from when the order ships; not including customs clearance):
$62.90
Here are the shipping options and details for the box with the rest of the
items in your order:
- USPS EMS Express (Averages 5 business days to arrive to your country
from when the order ships; not including customs clearance): $73.60
- USPS Priority International (Averages 10 business days to arrive to your
country from when the order ships; not including customs clearance):
$68.65
Please let me know which shipping option you prefer for each package and
we will get your order processed.
Thanks,
Mike
[ANSWERED IN 1 DAY]
Hi Mike,
No problem!
Please ship them asap with: USPS EMS Express
Please send me a PayPal request for the remaining money.
Thanks!
Best regards, Roel!
[9 DAYS LATER I FOLLOWED UP]
Hi Mike,
Hope you are doing okay!? Here everything is fine!
Regarding my order, I had already send you an email regarding the shipping.
I hope you can ship this order fast since I am waiting for it, to proceed my renovations.
I have the money in hand!
I want to have the fast shipping (USPS EMS Express).
Can you please make sure this order will hit the road soon!?
Thanks!
Best regards, Roel!
[RESPONSE AFTER 2 DAYS]
Hi Roel,
I apologize for the delay. We had problems with administrative functions
on our website, including our webmail. As mentioned in the email below
with the shipping options, special payment terms will apply for this
order.
Your Paypal payment was refunded. Here is all of the information you will
need for the bank wire transfer:
TD Bank (Main Office): Wilmington Delaware
Bank Address: 1049 Cedar Bridge Ave; Brick, NJ 08723
SWIFT: NRTHUS33
ABA: 031101266
Account # 36803510
Company Name: MAD Amusements
Company Address: 990 Cedar Bridge Ave B7 #228; Brick, NJ 08723
Total amount to transfer in US Dollars: $1756.00
Please make sure that the total net amount sent is $1756.00. We have had
some cases where there is a processing or transfer fee deducted from the
amount sent to us, with is the sender's responsibility. If the sender
does not cover this fee when the funds are sent, the fee is withdrawn from
the total amount that we receive. There is a separate incoming wire
transfer fee, which we are responsible for. Any other fees for sending
the wire transfer are the customer's responsibility.
Both of your packages have been packed up and are ready to ship
immediately upon receiving the bank wire transfer.
Thanks,
Mike
[PAYED THE SAME DAY!!]
[5 DAYS LATER I RECEIVED AN ANNOUNCEMENT THAT THE ORDER HAS SHIPPED]
[1 MONTH LATER I RECEIVED THE ORDER…!]
SADLY SOME PARTS WERE DAMAGED….! AND I EMAILD AGAIN:
Hi Mike,
I have received the order!
Sadly 1 of the 2 moats for the Medieval Madness was cracked.
Please see the picture attached.
Do I need to send it back to you?
And will you send me a new one.
I need it for my restoration
At this moment I am stuck because of the broken moat.
I hope we can find a quick solution!?
Let me know!
Thanks!
Have a great weekend!
Best regards, Roel!
[SAME DAY RESPONSE]
Hi Roel,
We will start working on this for you on Monday. Please do not send
anything back to us and please keep all of the packaging materials and the
box, as mentioned in our "Important Terms If An Item Is Received Damaged"
section in our shipping terms.
Once we notify the USPS of the damage, they will require you to bring the
damaged item and the original packaging to your local Post Office. Please
make sure that you package the broken moat up well in the box with all of
the peanuts and bubblewrap, as if it is not packed up well, they could try
to decline the insurance claim. Sometimes they take the package and
sometimes they don't. Either way, they will give you a receipt to confirm
that the inspection was done. Once the inspection is done at your local
Post Office, we will send you a replacement at our expense; even before
the claim is finalized.
Thanks,
Mike
*** The information contained in this communication from MAD Amusements is
confidential and/or legally privileged, and is intended only for the use
of the recipient(s) named above. It is not to be copied or sent to any
other parties; public or private. If you are not the intended recipient
you are hereby notified that any review, disclosure, copying, distribution
or the taking of any action in reliance on the contents of this
transmitted information is strictly prohibited. If you have received this
communication in error, please return it to the sender immediately and
destroy the original message or accompanying materials and any copy
thereof. ***
[SAME DAY RESPONSE (ON SUNDAY!!!)]
Hi Mike,
Thanks for the quick answer!!
However, I still have the box, but of course already got rid of all those peanuts.
I do not know if that is mandatory in filling a claim?
Furthermore they were only packed in a plastic bag.
Anyways, I am not sure if the shipping could ever caused a damage like this.
The damage is almost in the middle of the moat.
Stange place IMO.
At first it I overlooked it, but when holding it in the position it would be placed, exactly in that spot there is a large crack.
In any other place it would not have been a problem, and I would not have complaint.
As said at first you could not notice it, so it could easily be overlooked.
Anyways, if you want us to file a claim we should do that.
Hope we will find a quick solution
Let me know!
Thanks!
Best regards, Roel!
[SAME DAY RESPONSE (ON SUNDAY!!!)]
Hi Roel,
We thoroughly inspect every item when we receive a shipment and again when
they are packed in an order. I can assure you that we would have noticed
any damage, as we notice tiny pinhole imperfections with other products
which are set aside and sent back to the manufacturer. [BULLSHIT!!!!!]
If a heavy or large package is placed on top of our fragile shipments, it
could easily cause damage to anything in the box; although the box may not
show any signs of damage.
It is your responsibility to save the packing materials, so we will ask
that you please use commercial grade packing peanuts to repack the moat in
the original box. Failure to do this will result in the decline of the
insurance claim, as they will say we didn't pack it properly if there are
no peanuts in the box. Once the box is packed up properly with the
shipping label in tact, please let us know so we can initiate the damage
claim with the USPS.
Thanks,
[1 WEEK LATER I RESPONDED WITH ALL DETAILS AND PICTURES]
Hi Mike,
Because we were so busy we only found this weekend time to take all pictures you have requested for the damages I noticed on the moats.
Moreover we now inspected everything very closely and also noticed that 1 of the peasant ramps was damaged (scratched).
Also we used one CC decal set to re-decal a Cactus Canyon, and noticed that all decal sets were damaged.
Not due to shipping but due to the elastic straps which were somehow double folded and way to tight.
Therefore they caused deep marks in to the decal (vinyl?).
Even worse.... The CC we re-decaled has let go of a piece of artworks due to the deep marks...
It just popped off...!
So we have a restored CC cabinet with already damage on the decal...
Anyways, I have taken pictures of both issues.
See here the packaging and damages of the moats and peasant ramp: https://plus.google.com/u/0/photos/104718391748377131224/albums/5926839398964116113?authkey=CNG4n--Kyp_y6gE
See here the damages of the CC decals and the packaging (see the elastic straps and marks in the decals): https://plus.google.com/u/0/photos/104718391748377131224/albums/5926841539123723777?authkey=CKaBgITU5J7mcg
Hope this is the information we need to solve these issues!?
Please let me know how to proceed!?
Hope to have you fully informed!?
Have a great day!
Best regards, Roel!
[SINCE THAN NO MORE RESPONSE!!!!!!]
[1 WEEK LATER I SEND A REMINDER]
Hi Mike,
I am just wondering at first you were very fast in your response regarding the damages to the order (even on sunday!).
I have filed everything you have requested, and I am waiting on your response (already over a week without any notice)!
Please update me asap!
Both MM projects are already a month delayed because of this issue.
I hope we can find a fast solution!?
Maybe at best, send the (damaged) parts already!?
It also will need to be shipped again which will take upto 1 - 2 weeks.
Please update me!
I liked the fast response!!!!!
Let me know!
Thanks!
Have a great day!
Best regards, Roel!
[AN OTHER WEEK HAS PASSED]
Hi Mike,
Again a week has past without any response!
Please update me asap!
I think I deserve a notice!!!???
I have ordered for thousands and thousands of dollars, but when 1 shipment has damages you are not home!?
You are delaying my projects......!
This is costing me even more money....!
Please cooperate, act professionally and find me a fast solution for this problem!!!
I have already send you all the details you requested!
Original packaging, with all protection and shipping label, all product damages etc etc (see pictures previous email).
This is not funny any more!
Please respond!
Thanks!
Best regards, Roel!
[AN OTHER WEEK HAS PASSED]
Dear Mike,
Yet another week has passed without a reaction.
What is going on?
Have you received my previous emails?
Please update me!
Thank you!
Best regards, Roel!
[An OTHER WEEK HAS PASSED]
I left a voicemail but heard nothing again…!
[AN OTHER TWO WEEKS HAVE PASSED]
Hi Mike,
Again 2 weeks have past...!
Still have not received any answer from you.
I know you have seen my emails!
Moreover I found out that you have deleted my account in your presta shop.
I also found out that you have send me used Cactus Canyon plastics. NOT new!
This is insane if you ask me!
I have pictures to prove it!
Anyways, I bet you will not answer me even if I send you the pictures.
No problem! I past the station thinking we would get together and solve the issue.
In stead I will post the whole story on all the important forums RPG, PinSide, all European forums etc etc.
I will explain the whole story with your replies and pictures.
Legally you have nothing on me!!!
I gave you lots of opportunities to come up with a solution, but times up.
You were fast (within an hour) in denying it could have been a damage on your end.
Instantly you blamed the shipping company (which I doubt), and gave me orders on how to proceed.
I exactly followed up your orders and make everything as smooth as possible!
However you will not respond and therefore you leave me no other way to do this.
I will make sure that everyone worldwide is aware of your actions and how you handle bussiness!!!
I will show them the pictures I showed you to let everyone see you send used parts, very badly packed cabinet decals which can not be blamed to the shipping company and cracks and scratches in so called new ramps.
I am sure everyone will acknowledge the facts. Because pictures do not lie Simple as that!
Moreover I am a company as well and you have created losses in my bussiness. Of course you can expect a claim from my side.
I have ordered the damaged parts elsewhere.
Sadly I thought (since I have bought over $10,000 dollars at your shop) you were a respectfull and honest man. Now I have seen your true collor......
No problem! What goes around comes around! Think about it
Best regards, Roel!