That's good to hear!  It's certainly the hope that when there are problems, complaints make them better.

Does this mean I have to put down the whip? It feels good in my hand...

Traveller wrote:pessimistic

T&T is what it is - a very large store that cannot give the attention to detail that a small store might. By hashing out the differences, we can make educated decisions about when to buy from it & when not to, just like we might sometimes shop at WalMart, but at other times a specialized retailer might be best.

yay! well done real...very glad your issue was resolved. always good to see!

best

Al

Fantastic news.
Good on Larry.

If they have a guy who deals with T&T's internet image, and he reads the threads and follows up on the complaints posted, with a view to heading off negative feelings by posters before the issues become major public talking ints, that's a good move all round. The person with the problem gets the problem dealt with, the thread remains quiet, and the community begins to see a move in T&T's policy towards helping buyers and collectors as opposed to feeding off of them.

If Larry gets things done, it's good for everyone and has no need for fanfare or praise, that's good fer everyone.

He says in his PM that he "cannot promise to change any policies or procedures". The problem is that the policies and the procedures are a major part of the problem.

My answer:

If you're unable to take care of the problems that are claimed on the Troll & Toad thread, provide these people with the name of someone who CAN. Because honestly, if you can't do anything, you're not going to do anything to improve your image on this forum.

I then sent him a copy of what I said to Jchriddy in both public and private.

Another successful purchase from Troll and Toad.

Kobold Quarterly and Roll dInfinity magazines shipped to me in a heavy cardboard envelope that is so sturdy I could use it as a coffee table.

Now I am waiting on an OSRIC module by Expeditious Retreat.  I have no doubt that Troll and Toad will have it to me quickly and in perfect condition.

Mars wrote:Looking at the T&T feedback it looks like they only screw about 7 out of every 1000 customers.

My personal experience with them was not so good.  I ordered 58 items from them and got 56 of them, which is a 3.4% failure rate.  However, the items they didn't send were worth 6.8% of the total value of all orders I placed with them.  I summarized my T&T order history in a spreadsheet.

Here's the email exchange I had with T&T customer service:

Hi,

      I had to do some research before this issue could be resolved, to determine who is responsible and to make sure that our inventory was correct.  I am very sorry but our inventory was correct. I can not send a replacement. I am very sorry about this but our paper work says that we sent the items. I am very sorry but I can not replace these item. Thank you and have a great day.

Marie, Customer Care

At 11:16 AM 1/20/2009, you wrote:

Hello,

I received part of this order back on Dec 24th.  It contained the
Wyrm's Footnotes 3,4,10 and Space Gamer 2.  What was missing
was Space Gamer 9 and Space Gamer 10.  Were those going to
be sent in a separate shipment?

I'm pretty sure I've placed more orders with Nobleknight, both in number of items and total monetary value, and I've always received good service from them.

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.