Hello Again, my travels had kept me away but let me attempt to answer some of these questions. First and foremost, I need to reiterate this so that there is no confusion over this policy : In the event of pre-order, you have the full, complete, choice of refunding at any point up until the time of shipment. There are no strings attached or justifications you have to "prove". We may offer you alternatives and we will survey (for research) why or what you are refunding. You are entitled to your own money and we do not assume control of it until your item is shipped and recognize your rights to take back your money at any point in the relationship, up until the time your item ships. This is our Golden Refund policy that we've upheld since the start of the company and will not ever rebuke it.
Yes, we have more bodies and systems in place since the beginning and this might lead to a longer lead time to process, but we will refund your money, have done so consistently and will continue to honor your right as long as the company stands.
Now , onto some questions.
I definitely feel for them. Mauls posts especially make me think they are good people just trying to make it work. He seems like a good guy to me for posting here. Tough business, no question about it.
At the same time...I just keep seeing "2+ years"
Thats just brutal. I think we all understand that things happen, but...that's brutal. I don't think I would be so patient myself.
Also, you do have to communicate and do right by people. I think we all understand that stuff happens and sometimes takes longer than you thought (although again...2+ years....dayumn), but when it does the first answer should always be: let people know whats up.
At the end of the day...I REALLY hope they make it. We all need companies like this to succeed so we get more, but I'd be climbing the walls if I'd been waiting that long. I really don't think you can blame the customers for being a little peeved. I'm reasonably sure that I'd be WAY less reasonable than they are being after 2 years.
Thanks man, really appreciate the kind words at the end. But, as an owner of this company, it breaks my heart that items took 2+ years. I know exactly which ones and I personally own the Vader, Han Solo, ESB Luke and Classics that we've delayed as a result. There really is no excuse for it and I assure you, it will never happen again. I literally get daily updates on these and am happy to report we are so very close to finishing them and getting them out to you. The first launch was ESB Luke and soon the rest within this and next month. There were some minor hick ups that caused the delay of the IO's but they are well on their way to the finish line.
Make no mistake though, as happy as we are to see these come home, we've learned many lessons along the way.
The major problem is the PRE-ORDER where you have to pay for something and then wait and wait and wait and wait and wait and never hear what is going on. I love some of their products and am really looking forward to the Star Trek props, not uniforms or badges, that they mentioned a year or two ago, but I will never pre-order anything from them. That seems to be what has caused most of the problems recently. As has already been mentioned by me and others MR didn't take any money from you until the product was ready to be shipped and until the end when Corgi was running them into the ground they were pretty good.
I can cede that pre-orders did lead to some of the problem but the root was we came into the process green and carried a false sense of assuredness because of the lessons we learned from the other brands in the past...which ended up not applying. But in the case of pre-orders, what I can tell you is that we are shifting business models. While I do honor the MR system and miss them as a company, our model is different and so is our community, focusing on cosplaying /costumes and not collectors. Because cosplayers value accessibility to costumes within a community, we intend to stock our core items and bring them out again and again through the life of our contracts. This means stepping away from the pre-order model and stepping more into a stock runs for certain items. We've learned what we could from pre-orders and despite even the Golden Refund policy realize that all things must change or slightly shift.
View attachment 663703 @
Got Maul It might beneficial if someone would check on trouble tickets and try to respond because it doesn't seem to be taking place. At least in my case.
Daniel, please email me directly your email account that you use in our system . We have a new set of live chat representatives who also handle the tickets now. I can make sure to bump you to the top brass in CS ..my email :
joe@anovos.com
Still not a peep from ANOVOS re: my request for a refund for the Imperial Officer uniform that is now a year and a half overdue. Perhaps not surprisingly, the co-founder of ANOVOS, who posted to this thread previously, has now fallen silent.
I, for one, would support such an effort 100%.
Carson, same for you as above .Please email directly your email and will get your refund handled or at least put it priority Queue. I didn't go anywhere, I just don't have as much time as I used to. Believe it or not, despite the ups and downs of these threads (and we are experiencing a definite down time) I enjoy talking to you all - its family and we all know how that goes sometimes.
Still no reply from anovos. Their chat system shows them as "online" but when I post something I get no response at all. It feels like the lights are on, but nobodies home.
7:03pm Update: After sending the chat message again I got a response to say they are looking into it and to wait a moment, I am waiting.
7:15pm I am still waiting "a moment" on the chat.
7:16pm RX message "I am still here don't worry"
7:23pm They said it is setup and should be refunded tomorrow.
Sep. 15 12:30am Got word from Partial.ly that they will refund the money.
I will post once the funds are back in my bank. It looks like you can indeed get a refund and cancel a preorder.
You have to jump through some hoops and stay after them which is not ideal but it is what it is. Maybe they are simply understaffed?
So anyway I don't think I would sign up for another pre-order at this point but if the product was in stock I think could do that without reservation.
If you have any issues with the refund, please let me know. My email is above.
I don't have the time or effort to get involved in a lawsuit over a prop release..
But, if you can get them to start giving REFUNDS rather than store credit, considering the amount of money these things cost....
I'll support it in what way I can.
If i had known they where doing mostly or all store credit, i'd have never bit in the first place. who'd want to take the risk?
People should be plastering this all over their facebook page too. just to help out future customers who are not so informed.
maybe that would get something going as they probably would not appreciate that much.
As I said earlier, store credit was a suggestion. We first and foremost honor your rights on your money. We do not consider it our money until your item is shipped. Please let me know immediately if you have any issues getting your refund.
Thanks to this thread a classless money grab has been rescinded by them, a shame they did'nt as far as I know offer Alley his Money back
Who is Alley ? Have him/her email me immediately with their order, I will be sure to get their money back.