Anovos not giving refunds only store credit

[Got Maul]

Hey everyone,


So I can see why everyone is a bit riled up over this email. It is curiously worded, but I can say without hesitation that we stand by our golden refund policy and still do not waver from this. You will be receiving an email soon outlining an explanation for the confusion, but more to the point, you are certainly entitled to a full refund simply by hitting "reply" to that email and stating so.

To those who know me and begun to know, thank you for your patience these last few years. I promise you, it won't be for naught. As many have you speculated, we are growing and with that come the pains and the adjustments we make to rectify those issues. This year alone, we grew out CS, got a HUGE warehouse and increased our staff by nearly triple to meet your demand and well placed concerns. I am super confident we can now meet the demands but ask for just a little bit more patience as these new guys get in position. We do have slip ups but I am willing to wager, those will be become fewer...but it will still happen. Please let us know via Facebook or Live Chat when it does happen so we can get it logged immediately.

My apologies again for the confusion.

Also, on a personal note, it has been harder and harder for me to be here on the forums, both personally and professionally. As I discovered (or was ahem...told)is that this is a form of a "marketing" that has to be approved via official licensor channels. You all know how much I love being here as I've been an RPFer for over a decade now..(close to plural decadeS ), but I made the decision to not post anymore for fear of risk of exposing you all to unnecessary attention via "marketing approvals" process...

Secondly, with my son now two and my responsibilities with ANOVOS crazily growing, it was time for me to hang up my daily posting hat as there aren't enough hours in the day...literally (looking at you UK and China and your offset mornings with my late evenings). With that said, I've created a Facebook personal page I don't advertise, but its meant to break off the business side from my personal page. I would love to hear from you and catch up in that "personal" realm (under "Joe Salcedo" public page)

Thanks all and thank you for continued friendship and belief in us.

Joe or Jose...or Got Maul
Anovos Cofounder

I posted before I scrolled down and saw your response.

First let me say i apoligize as it was not my intention to out you but I felt very strongly that others should be made aware of the horrible treatment you recieved from them and this ludicrious policy of theirs.

Thank you for providing all the members of this board the details of their outrageous behavior.

Even If it was in the fine print they should have promptly refunded your money REGARDLESS.

 

[Daniel Nelms]

Thank you that actually helps a lot.

 

[Apollo]

Jose, thanks for replying AND I hope you rectify things with the member here.

I don't know if you have read my PM from months ago but sadly there are some things with your Company that I personally have a major concern with.

I think it is VERY important for you to still come to this board every now and then and at least read what is being said about your Company,

I think you will agree that it IS important to you no matter HOW BUSY you may get.

Quite frankly I would love to order from you but I can not in good conscience any more and that saddens me to no end .

 

[KrangPrime]

Quite frankly I would love to order from you but I can not in good conscience any more and that saddens me to no end .

Agreed.

while i didn't expect vader to be released right away, i sure didn't expect to be waiting 2+ years.

all I see are excuses...

I had such high hopes for anovos when they started. but, it seems to me like they are trying to expand too much to fast. it'd probably help them tremendously if they STOPPED announcing new product, and just concentrate on what they need to get out FIRST. when you meet those first set deadlines, time and time again, THEN you get new product.

Right now, they need to focus on winning customer support more than anything.

 

[Apollo]

i am sure you will correct the Employee that made this mistake as The Customer did ask for a refund and NOT store credit.

Needless to say you also need to address the "Terms" on you website stating that you issue refunds by your discretion

So I can see why everyone is a bit riled up over this email. It is curiously worded, but I can say without hesitation that we stand by our golden refund policy and still do not waver from this. You will be receiving an email soon outlining an explanation for the confusion, but more to the point, you are certainly entitled to a full refund simply by hitting "reply" to that email and stating so.

 

[HighlanderFX]

I promise you, it will all be for not.

Based on the tone of the post, its safe to assume that was a typo right..as in he mean't it won't be for naught?

 

[zeroskillz]

FWIW, I wouldn't let this stuff scare you away from their products completely--I have been mostly impressed with the products I've received from them. The quality is good, but could be better.

But as far as pre-ordering goes, I don't see the point. Without the tiered pre-order pricing, I don't see why anyone would per-order with the full knowledge and expectation that they will have to wait a year. That's just an interest-free loan with no return at all. Then when they finally do become a reality (if they're not cancelled), I can buy them from a number of 3rd party resellers (or Anovos if they have inventory).

I was very excited about Anovos, especially with the good deals I could get if I was willing to wait. Without that, there's nothing that makes them stand out to me.

On a side note, they really seemed to get those First Order trooper suits done in a hurry. Read into that what you will.

</rant>

 

[Got Maul]

Jose, thanks for replying AND I hope you rectify things with the member here.

I don't know if you have read my PM from months ago but sadly there are some things with your Company that I personally have a major concern with.

I think it is VERY important for you to still come to this board every now and then and at least read what is being said about your Company,

I think you will agree that it IS important to you no matter HOW BUSY you may get.

Quite frankly I would love to order from you but I can not in good conscience any more and that saddens me to no end .

Yes, I definitely read the forums when I can spare it and have always used it as a barometer for directions we need to take. I also understand your decision to not order from us and respect that entirely. What I will say is that I hope to earn your business again some day by allowing us to prove it. I get that its not going to be an overnight process and I wouldn't be setting the right expectation I tried convincing you of that...but the good news is the dawn is sooner, rather than later.

Agreed.

while i didn't expect vader to be released right away, i sure didn't expect to be waiting 2+ years.

all I see are excuses...

I had such high hopes for anovos when they started. but, it seems to me like they are trying to expand too much to fast. it'd probably help them tremendously if they STOPPED announcing new product, and just concentrate on what they need to get out FIRST. when you meet those first set deadlines, time and time again, THEN you get new product.

Right now, they need to focus on winning customer support more than anything.

I completely agree with you on the issue with Vader. It was truly a learning curve and can't tell you how personally thankful I am that you stuck through it all. I am humbled by this and its what drives us to continue to keep on improving as we move along. But, as you can see, sometimes projects can take unexpectedly longer than others and as a result, revenue stream and cashflow is what keeps our employees around. So while the linear model of manufacturing is safer, it is more for established businesses with that steadier baseline.

BUT, as we have been growing, we have a reached a point where we are beginning to finally evolve into a more inventory model as that baseline. If you noticed, we don't do limited series and that's because we strongly believe the demand for SW will always be present and chose to inventory the base products you saw come in that first two year flurry. Now that the inventory is coming in, you'll note that we've actually slowed the releases quite a bit. While we can't move entirely away from the pre-order model, the nice thing is, we have a bit more breathing room coming up soon and finally relax the previous model.

Based on the tone of the post, its safe to assume that was a typo right..as in he mean't it won't be for naught?

Edit made. Stinking homonyms and spell check aren't friend.

 

[Timmythekid]

But, as you can see, sometimes projects can take unexpectedly longer than others and as a result, revenue stream and cashflow is what keeps our employees around.

"Packaging testing" in particular seems to be something that regularly takes "unexpectedly longer". Cough.HanSoloGunbelt.Cough.

We're trying to love you guys, really we are, Maul!

 

[Got Maul]

"Packaging testing" in particular seems to be something that regularly takes "unexpectedly longer". Cough.HanSoloGunbelt.Cough.

We're trying to love you guys, really we are, Maul!

Brother, that just straight makes me want to cry. It's like everything,That could screw with that process did! Trust me, somedays i just scratch my head too.


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[Wes R]

Unfortunately I have to agree on most points. I'll add just this: very sad time to be a licensed collector... because for unlicensed there is RPF and the talented makers out there

That's the reason half the companies get away with it because if someone on here with a stellar rep tries to make something that there is a license for they get shut down so the only source is a company who will drag their feet.

 

[Captain Dunsel]

Hey everyone,


So I can see why everyone is a bit riled up over this email. It is curiously worded, but I can say without hesitation that we stand by our golden refund policy and still do not waver from this. You will be receiving an email soon outlining an explanation for the confusion, but more to the point, you are certainly entitled to a full refund simply by hitting "reply" to that email and stating so.


***

Joe or Jose...or Got Maul
Anovos Cofounder

Thank you for the clarification.

As I said I consider the matter closed and will proceed ahead with store credit.

However, to come from curious, some detail on my experience follows:

The option to obtain a full refund vs. store credit was not spelled out for me in the email I received; only that my refund would be in the form of store credit. In addition, if store credit was the remedy for the situation, there were no clear instructions given regarding how to claim the store credit and it didn't simply show up in my ANOVOS account for my immediate use (more on that below).

I also sent several emails requesting a refund (including replying to the original email) vs. store credit and received no response.

I also left several voice mail messages requesting a call back to discuss being given a refund vs. store credit and received no response.

I opened tickets on the website regarding the issue until my number of allowed open tickets was reached with no response.

I was at the point of exhaustion and frustration regarding the issue when I was finally was able to reach a representative via the "online chat" option and simply requested , and was given, the necessary codes for using the store credit as described in the email. I had assumed my communication was simply being ignored as the communication of a frustrated customer who was simply not wanting to abide by whatever arrangement necessitated store credit as the only option for resolution at that point.

I am not a disgruntled customer or a rabble-rousing crusader. As I said before, I don't assume my singular experience speaks for the experience of all. Mistakes happen in communication. Unprecedented volume affecting turnaround time addressing customer complaints / issues happens. I more than get it. I appreciate what ANOVOS has done for the community at-large, their reputation and the quality of their product.

I am just a singularly disappointed customer, but I still call myself an ANOVOS customer nonetheless. One experience does not a history make for me as a customer.

 

[Mois]

Great to see you actively coming here to put everyone at ease - and I'm happy that you're growing at a rapid rate... HOWEVER, why expand when you still haven't delivered on so many items that are overdue?

With eFX being as pathetic as they are, wouldn't common sense be to restore everyone's faith by ACTUALLY delivering on time, before expanding at a rapid-rate???

Hey everyone,


So I can see why everyone is a bit riled up over this email. It is curiously worded, but I can say without hesitation that we stand by our golden refund policy and still do not waver from this. You will be receiving an email soon outlining an explanation for the confusion, but more to the point, you are certainly entitled to a full refund simply by hitting "reply" to that email and stating so.

To those who know me and begun to know, thank you for your patience these last few years. I promise you, it won't be for naught. As many have you speculated, we are growing and with that come the pains and the adjustments we make to rectify those issues. This year alone, we grew out CS, got a HUGE warehouse and increased our staff by nearly triple to meet your demand and well placed concerns. I am super confident we can now meet the demands but ask for just a little bit more patience as these new guys get in position. We do have slip ups but I am willing to wager, those will be become fewer...but it will still happen. Please let us know via Facebook or Live Chat when it does happen so we can get it logged immediately.

My apologies again for the confusion.

Also, on a personal note, it has been harder and harder for me to be here on the forums, both personally and professionally. As I discovered (or was ahem...told)is that this is a form of a "marketing" that has to be approved via official licensor channels. You all know how much I love being here as I've been an RPFer for over a decade now..(close to plural decadeS ), but I made the decision to not post anymore for fear of risk of exposing you all to unnecessary attention via "marketing approvals" process...

Secondly, with my son now two and my responsibilities with ANOVOS crazily growing, it was time for me to hang up my daily posting hat as there aren't enough hours in the day...literally (looking at you UK and China and your offset mornings with my late evenings). With that said, I've created a Facebook personal page I don't advertise, but its meant to break off the business side from my personal page. I would love to hear from you and catch up in that "personal" realm (under "Joe Salcedo" public page)

Thanks all and thank you for continued friendship and belief in us.

Joe or Jose...or Got Maul
Anovos Cofounder

 

[cyclocrosschris]

BUMP. apparently a few shadow stormtrooper customers are receiving a WHITE kit. WTF ANOVOS. 18 months. and you cannot read????? mine is due to come tomorrow, if its another white one, there will be a ****estorm of furoius anger unleashed. across all boards, the AP newswire, and the better business beaureau..... YOU LISTENING GOT MAUL????

 

[Got Maul]

BUMP. apparently a few shadow stormtrooper customers are receiving a WHITE kit. WTF ANOVOS. 18 months. and you cannot read????? mine is due to come tomorrow, if its another white one, there will be a ****estorm of furoius anger unleashed. across all boards, the AP newswire, and the better business beaureau..... YOU LISTENING GOT MAUL????

With your caps lock down its tough to miss your post, buddy.


Sent from my iPhone using Tapatalk

 

[Got Maul]

Great to see you actively coming here to put everyone at ease - and I'm happy that you're growing at a rapid rate... HOWEVER, why expand when you still haven't delivered on so many items that are overdue?

With eFX being as pathetic as they are, wouldn't common sense be to restore everyone's faith by ACTUALLY delivering on time, before expanding at a rapid-rate???

It may not seem like it but we're actually moving quite a bit now, almost a truck container a week now. Stay tuned, it's even more product coming down the launch bay.


Sent from my iPhone using Tapatalk

 

[Got Maul]

Thank you for the clarification.

As I said I consider the matter closed and will proceed ahead with store credit.

However, to come from curious, some detail on my experience follows:

The option to obtain a full refund vs. store credit was not spelled out for me in the email I received; only that my refund would be in the form of store credit. In addition, if store credit was the remedy for the situation, there were no clear instructions given regarding how to claim the store credit and it didn't simply show up in my ANOVOS account for my immediate use (more on that below).

I also sent several emails requesting a refund (including replying to the original email) vs. store credit and received no response.

I also left several voice mail messages requesting a call back to discuss being given a refund vs. store credit and received no response.

I opened tickets on the website regarding the issue until my number of allowed open tickets was reached with no response.

I was at the point of exhaustion and frustration regarding the issue when I was finally was able to reach a representative via the "online chat" option and simply requested , and was given, the necessary codes for using the store credit as described in the email. I had assumed my communication was simply being ignored as the communication of a frustrated customer who was simply not wanting to abide by whatever arrangement necessitated store credit as the only option for resolution at that point.

I am not a disgruntled customer or a rabble-rousing crusader. As I said before, I don't assume my singular experience speaks for the experience of all. Mistakes happen in communication. Unprecedented volume affecting turnaround time addressing customer complaints / issues happens. I more than get it. I appreciate what ANOVOS has done for the community at-large, their reputation and the quality of their product.

I am just a singularly disappointed customer, but I still call myself an ANOVOS customer nonetheless. One experience does not a history make for me as a customer.

Thank you very much for keeping the faith.


Sent from my iPhone using Tapatalk

 

[Lear60man]

Bingo. Simple matter of bought item and item was not delivered.

This needs to be verified a little before the pitchforks come out. Has Anovos commented on this? Has said member of other forum contacted Anovos to get a refund directly? This might be an automated response from them. A quick call could potentially sort it out.

I rarely dont quote myself, but when I do I drink Dos Equis.

 

[Doh2]

I'm happy this is being worked out!

Of course, I'd be even happier with my Vader and OT Stormtrooper helmets in hand...

 

[Nocternus]

It may not seem like it but we're actually moving quite a bit now, almost a truck container a week now. Stay tuned, it's even more product coming down the launch bay.



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So would the standard Imperial Officer be in one of these trucks perchance as there is no real updates on that