My latest experience isn't the best advertisement for tfsource.com

bowspearer · 3rd August 2016, 08:57 AM

Didn't see this one coming, but now that I have, I'm not sure I'll be dealing with them again with how things currently stand with this. Thought it was worth giving people a heads up about, hence why I'm posting about it.

2 weeks ago, I triggered a shipment for my Stack on TFsource.

My stack contained:

2x Masterpiece Clampdown +Coin
1xTFCC Spinister
1xTFCC Carzap
1x Masterpiece Ironhide poseable hands
1x Kamen Rider W Hensin Belt
1x Kamen Rider Accel Henshin Belt

Firstly, for some weird reason Carzap wasn't included in the shipment at all, he isn't showing up on my stack and I've also received no dispatch email notification, meaning that he's essentially vanished into thin air.

The only reference to it being purchased by me which I can find is in my tfsource order history, as noted by this screengrab:

Secondly, My Masterpiece Ironhide hands weren't included, despite them clearly being not marked off on the packing sheet but the packing sheet being signed as both packed and checked.

In fact, here is a scan of the included packing slip with pertinent contact details covered up:

While the first mistake might be put down to a computer error, the second response is, at best, blatant staff negligence.

I emailed them as soon as I got a chance last night after receiving the package late yesterday afternoon, followed by a complaint to facebook.

When I woke up this morning, my facebook complaint had been removed, despite the only parts of it which could be taken as abusive were when I began by saying "You people are utterly hopeless!" and questioning whether they were employing trained monkeys in their warehouse - which is a reasonable question to ask given the blatant negligence by their staff in not only packing my order, but checking it; both are utterly tame in terms of customer complaints.

I'd chalk this all up to basic negligence and an accidental gaffe, where they would get back to me in good faith in 1-2 business days had my facebook complaint not also been deleted. Apparently it takes them 1-2 business days to respond to complaints with replies, yet in the space of less than 1 business day, they chose to respond to my complaint by deleting it from their facebook page - which has their conduct skating on the thin edge of fraud, with a side order of "up yours". When a company doesn't merely make mistakes, but then goes the extra step of trying to cover up those mistakes, then it doesn't make for a good look in terms of the ethics that company is adopting.

**Trent** · 3rd August 2016, 09:08 AM

While it's a certainly not good that you have this issue, I can't say I agree with how you handled it. If you had been respectful when notifying them of the missing items (not all happy, you're allowed to be upset and express your disappointment, but not abusive) AND THEN your comments were deleted, then I'd be all for grabbing the pitchforks and torches.

Try posting your issue again in a better tone and see what happens.

I hope you get it soted.

**MayzaPrime** · 3rd August 2016, 09:38 AM

Hey Bowspearer

While I understand your frustration as I have been in a similar situation, I have found that you can catch more flies with honey (so to speak), so I agree with Trent's comment. Had you just pointed out that the order is incorrect (without the abuse) i am sure that your comment wouldn't have been deleted.

I hope this situation is sorted quickly and your missing figures are delivered safely.

bowspearer · 3rd August 2016, 09:42 AM

Just because a business doesn't like how a customer speaks to them doesn't give them the right to defraud them of goods (accidentally omitting part of an order is one thing, but when they then dismiss complaints and refuse to resolve the issue, then it becomes an intentional act of defrauding that customer).

Those two individual parts of my complaint may have been harsh, but they certainly weren't unjustified.

Firstly, there's the situation with Carzap. For some reason, someone got the "great idea" to separate it into a different order, not send a shipping notification and have it disappear from my private warehouse. That isn't simply a computer glitch; that's someone deliberately deciding to overcomplicate a situation then failing to follow through to avoid it turning into the cluster foul up they were choosing to put it at risk of being. I'd say that when that kind of behaviour happens within a company - not just making mistakes, but acting in a manner which increased the chance of mistakes being made and then doing nothing to avoid the inevitable problems it caused from happening - warrants saying that the company is hopeless.

Secondly, the issue with Ironhide's hands involved not one, but thee people signing off on an order, despite the marking on an order indicating that at least 1 person noted it wasn't there - yet it was still signed off on and shipped out. Given that apparently at least one person there can't tell the difference between when something has or hasn't been marked with an 'x', I'd assert that its entirely reasonable to question whether they were employing trained monkeys to pack and check their orders.

**drifand** · 3rd August 2016, 10:26 AM

The customer is not always right, I am with Trent, just do it in a better tone and you get things sorted. Carry on giving crap, you get nothing or worse service.

I had a scratch on my dna design kit and just voice politely and was given a free replacement.

If I went with your tone, I get ignored.

**1AZRAEL1** · 3rd August 2016, 11:03 AM

To reiterate what others have said, you would get further if you were civil in your initial contact. Calling them utterly useless straight off the bat would automatically put anyone on the defensive. And if after a few attempts or without satisfactory resolution, then you could get the pitchforks lol.

But in the future, I would refrain from attacking them and their workers with your first message

**Borgeman** · 3rd August 2016, 11:10 AM

Considering the order was placed on July 22nd, which is less than 2 weeks ago, you sure have a lot of built up anger over a mistake.

They deleted your post because your post was outright rude and disrespectful, not because they're covering anything up. If anything, dealing with your issue would probably get sat on for an extra day or 2 because of what you posted on facebook. Everyone makes mistakes. Maybe checker #2 was distracted for a moment and failed to confirm the missing ironhide hands before ticking it off. Maybe he got a call saying his wife was in labour so he scribbled some stuff on the paper, handballed it and left work in a rush. You cant judge without knowledge. If you bought a pair of size 10 shoes in store, and the person accidentally put 10.5 shoes in there, would you go back in store and yell and swear and call the staff monkeys and demand the right size, and STILL expect to be treated nicely? Because that's what you did, behind the safety of your keyboard.

Also, why the hell did you post a complaint to facebook without hearing from them first? What if a second box appears in the mail today or tomorrow, or hell even Friday with the remainder of your order, and they did that because it somehow worked out cheaper for them to post that way? Let me guess, you'd probably still complain that they didn't notify you that they were splitting the order into two shipments.

I feel sorry for people who have to suffer your imprudence.

I'll disclaimer this by saying I've never ordered from them or any US toy collector store - my strongish words are more a bewilderment of this scenario being a thing.

bowspearer · 3rd August 2016, 12:11 PM