grubbiv wrote:It is possible that the T&T ebay ratings do not reflect the service one gets from T&T when ordering from them directly, since in the latter case there is no way to leave negative feedback, so they really have no motivation to resolve a problem in the customer's favor.

Interesting thought (that the store version of T&T is worse than Ebay version).  A positive feedback score of 99.3% is pretty horrendous as it is; if T&T store is worse ... well I guess its not really surprising.

The trouble with Paypal is that Paypal doesn't enforce anything if a package arrives at the customers door.  Partial refunds are left to be sorted out by the two parties and Paypal does not step in on these disputes.  Paypal only sides with a customer if a Seller cannot prove the package was delivered.

Did Troll and Toad have some sort of delivery confirmation on their shipping?

If not, you automatically win.

I don't know about a situation where the seller includes part of the shipment, but not the main item.  Seems to me the buyer would win a dispute, but there might be snags.

I have had several sellers not come through on shipping.  I have filed PayPal claims and gotten my money back immediately.

From your reply, it is apparent that you intend to buy from Troll and Toad again in spite of the mistake on their end.

Blackmoor wrote:Hey I just got junk E-mail from the troll and toad

I guess there must be bombarding everybody who has ever bought something from them now.

i feel left out!

but then, i haven't bought from them yet so its all good either way

Al

Yeah, I got an email too, which was completely unsolicited and therefore marked as spam. As it was labeled a "newsletter" there should have been an opt-out, which I was unable to find. Whatever progress they had made, they just lost. I do not want emails from anyone unless I ask for them.

OK - If you pay attention on these forums you will note that I have generally been a defender of Troll and Toad.



So, I bought this item on 11/08/10:




** expired/removed eBay auction **




I also bought a couple other items from Troll and Toad in the same PayPal purchase...although I paid separate shipping for the item listed above.



I actually mentioned this purchase in a post just up this page, if you scroll up, you'll see it.



The other two items arrived less than a week later, within the estimated delivery date of 11/12/10 to 11/13/10.  They came in the same package.



The item listed above has not arrived.



Message I sent on 12/1/10:



Dear trollandtoadstore,

Hi:

I am contacting you back about this item. It has not arrived. Two other Troll and Toad items, ordered at the same time, have arrived. This one has not. Is it possible that you thought it was mailed with the other two items but did not put this one in the package?



No reply.



Message I sent on 12/6/10:





Dear trollandtoadstore,

Hello:

I have asked this once already. Here is a second attempt:

The other two items I bought at the same time as this one arrived almost two weeks ago.

This item has not arrived.

Did you ship it?



No reply today.  Let's see what happens next.  



This scenario sounds really similar to one described above where Troll and Toad left an item out of a shipment and claimed that a check of their inventory shows that they sent it.



Since I have had Troll and Toad sell me at least one other item before that was not actually in their inventory, I am curious how this one will turn out.



Let's watch and see.....

I recommend you call them instead of emailing.  It's easy enough to delete an email or simply forget they ever got it.  And T&T probably gets enough email complaints that they are at least a couple of weeks behind getting through all of them.  Kinda hard to forget about the irate customer you just got off the phone with.

By the way, did you purchase the other items off of Ebay or from their website?  It wouldnt surprise me to find out that they have separate departments handling their Ebay and webstore sales.  Neither of them able to effectively communicate with one another.  

I worked for T&T almost 4 years ago but left because of the 1 1/2 hour (each way) drive.  I can't speak for them now (nor would I wish to) in anything resembling an official capacity.

I have dealt with several members here, both on eBay and privately for rare items from my private collection who can verify my credentials as someone knowledgeable in RPGs

When I was employed there, the biggest internal problem was lack of communication between departments.

The eBay department was not only separate from the actual departments in charge of what was being sold (RPG, CCG, Board Game, etc.) but was located in a separate location that I (as senior RPG Department Head) had never even been to.

However, answering questions regarding RPG eBay sales was still my responsibility.  I didn't even know the name of the woman handling eBay sales from her home much less the condition of the item in question and I had no way to inspect the item personally.  

For website additions (notably Traveller, which wasn't even in the system when I started), I scanned each and every book.  But, I only scanned one of each.  There was no way anyone could have scanned each individual copy of every single book in stock.  

There was what was already there when I started but, I never used stock photos for actual store merchandise.  I know the eBay dept. did and I can't really say much about that other than that it probably wouldn't be profitable to photograph each item in each auction.  I don't know if that was a company or a personal decision.

Most of the warehouse, shipping and packing departments were fairly young and couldn't really tell, say, the difference between a 2nd and a 3rd edition Gamma World boxed set.

While I was there, I made it a point to inspect every RPG order before it was packed and shipped and, as you can imagine, mistakes were found and corrected.  I'm also sure a few slipped by (I did take a day off now and then, lol).

I don't know Larry but, it sounds like he's trying.  I am still friends with several people at T&T and I would be willing to act as a go between for serious issues.

Like I said, they're not bad folk.  It was a great place to work.  But communication between different departments (evidently) still needs some work.

Sorry for writing such a long post but I just wanted to try and clear the water a bit.

yes it has been sited!! i just ordered the last one of the five repaints at T&T with the store credit that larry gave me. i will update upon arrival to my humble abode.

EDITED on 12/22/10: received my last repaint in the mail today.