I found this thread dealing with Anovos service issues so hope the post is appropriate to the discussion (issue resolution requests).
Please move it if not.
Below you will see my latest email to Anovos and the initial response failed communication, production, delivery and refund.
Me
Good afternoon all,
After being one of the Wave 2 Prototype ballot winners back in 2015 for the TFA Stormtrooper & the utter chaos surrounding delays, service assistance and shipping, I was silly enough to give you another chance after claims of your new processes, staff and distribution.
I have ordered the GB Proton pack & frame back in September 2016 with misplaced hope of having it before Halloween 2016, being then told it would ship in Q4 from November was a disappointment but didn't think there was a chance I'd still not have it for the following Halloween (new shipping date of summer 2017 extends to September 21st 2017) considering your track record for missing deadlines.
There was little information or apology about the delays until March this year when you said you went back to the drawing board. Considering they were mean to ship the year before I would have assumed they had been built not still in the design phase. You're always super quick when it comes to preparing for Conventions to sell more of your wares like April 2017 (this was also the excuse with the original TFA prototypes in 2015 as you were apparently getting ready for your promo events).
After the amount of time & effort contacting you on almost a daily/weekly basis over the Wave 2 Stormtroopers, I thought I'd give you an opportunity to be proactive this time (no such luck).
I have little confidence that this kit or any of your pre-order products will be on time either & therefore request immediate refund on both of my remaining orders from September 2016.
TFA Stormtrooper Version 2 #ANOVOS-#####
Ghostbusters Proton Pack & Frame #ANOVOS-#####
If this is not satisfied then I will take to social media once again like I had to in 2015. An order which you still have not refunded the difference to my shipping when you charge for priority express then used domestic at a much reduced cost and after months of delays from the original date.
I am fully aware of the way you operate so I'm surprised that when you're using your customers for loans/investment to fund development, you don't treat your funding/stakeholders/sponsors a little better with timely updates before you miss your deadlines.
Please respond promptly,
Anovos
Our sincere apologies for this most recent delay, we truly regret to have to push it out again. We are still catching up. That said, while we would love to guarantee that these orders are going to be ready to ship in the fall, we are ultimately unable to promise that. We do have every intention of getting them out in time and don't currently see any reason why this should be delayed again but we would hate to make a promise when there is even a 1% chance that it may fall through. If you would like, I can get you in touch with our department head to further talk about these orders.
Thank you for your patience regarding this and please just let me know to confirm that you would still like to cancel these orders or hear from our department head.
ANOVOS
Me
Good afternoon #######,
While I appreciate the difficult job you guys have to do to deal with the catastrophic fallout from upset customers, I've been here before with Anovos.
Last year at Star Wars Celebration London, I had a very lengthy conversation (nearly two hours) and tour of the new version Anovos armour with Heath Hammond your Creative Production Manager. The purpose was to restore confidence in the UK market after the appalling problems with the Alpha and second wave TFA production, allocation and distribution.
After I had promised myself to never buy from Anovos again, he did actually restore some hope that the rapid expansion of Anovos would give birth to refined processes.
This is what led me as a fan and member of a series of high profile costume groups to purchase again from you last September.
My point is that when you fail with the most simple and low cost fundamentals (courtesy & communication) then I see no hope in your ability to execute the more technical aspects of service.
What becomes more frustrating is bombardment by email of all your new items, pre-order deals and events to showcase your new projects when several thousands of pounds have been paid to you and I hear nothing in return about the items ordered. You are still taking pre-orders for these items a year after missing production dates.
I understand prototyping as I work in a technology industry where I do the same but as expressed in my last email, we would not dare to treat our stakeholders, sponsors or customers in the way the Anovos treats theirs.
Feel free to look at previous dealings and any of my associated tickets from my account e.g. ####### (just one ticket example)
I doubt my contribution will be the largest Anovos has received but a first purchase of a TFA Stormtrooper at $2050 (free to view listed price), with a subsequent purchase of the version 2 kit at $500, Ghostbuster pack and frame at just short of $1000 gives an indication that I'm not just buying pin badges and patches from you. Even though my shipping refund was never paid, I purchased again.
You could have had a loyal customer with a position of influence in the UK factions of these costume groups but the stress of purchasing kits from you with shipping, tax and build costs on top is not worth it. A back yard amateur prop maker you may expect this behaviour from, not a company with the PR status of Anovos.
Feel free to pass on this email to your department head but doubt there is little you can say to change my opinion of what clearly is a true failing in your operations. Unless you can prove that your customers are at fault, there is no excuse for not taking responsibility for the above in respect to sending a message to keep people up to date when it matters not 6 months after you missed the delivery window.
Please continue to process a FULL REFUND of all outstanding orders without delay.
Respectfully,
#####
Me to you guys
So without boring you all further with the back and forth emails, the refund procedure began, after filling in the two forms and confirming they were correct and received via a simultaneous live chat, I thought I’d be en-route to putting this nightmare behind me.
I assume as a customer I was meant to contact Anovos daily for updates during the two week refund window as without doing that it’s 3 weeks later and still no refund (17 working days in case it is written somewhere that this only relates to Monday – Friday). Upon contacting them there were more apologies while they look into it. Needless to say that days later, it has now been escalated to a fourth person and at no point has anybody been able to give me a reason why it has not been processed or even started yet.
While I appreciate Joe offering to take ownership for issues listed in this thread, I agree with comments from others that this destroys any concept of process for those that don’t have the nature to raise complaints constantly or at all. Joe dealt with me over months of escalation for products in 2015 but it is clear that although I try to remain calm and professional, it is those that shout loudest and cause the most embarrassment to Anovos that get dealt with the quickest.
I am now looking at the vast amount of similar complaints around the web and will take to social media until this is resolved as it seems they are even struggling with their no quibble refund policy.
Happy to supply all my order numbers but I’m guessing this will be on its way to you very soon if you haven’t already been told about this by now.
Sorry but Anovos got their second chance with me as a customer and blew it again twice. If I’m ever to be convinced to buy again it will be with items that are in stock and shipping (a slight saving for waiting a year is not worth it in my opinion) or until such a time where you have a base of operations and distribution in the UK for traceability.
Will report back when this is eventually sorted.
