But how can people ask for refunds when Anovos doesn't respond to customer's open tickets? And excusing Anovos for "growing pains" is extremely silly. Anovos has been in existence since 2009! That's 7 years ago; how many years of growing pains does a company need?
Regarding metrics, I really don't care what the answers are, but I asked those questions to illustrate that there are some basic customer service questions a company should be asking themselves, and that they should be dissatisfied when the answers are not reaching an acceptable goal. Based on the number of people with similar problems here, on Facebook, etc, it's clear that Anovos is doing poorly with their customer service process. Look at the end of this post for some comments from their Facebook page I copied. Holy moly! And this is just what people have posted in the last few weeks.
As for GotMaul's offer to contact him directly, I don't understand this. What he's advocating here is that if you're an RFP member, email him and you'll get to the front of the line. But what about all the people who aren't RFP members who have opened tickets in good faith? When will they get to the front of the line? And honestly, it's not the place in line that's the issue; it's the speed at which the line is taken care of.
Anovos, you already have a customer support system, so you should use it! Instead of dealing with emails, which is just robbing Peter to pay Paul, go to your Online Ticket System, review the earliest ticket, resolve it, then move on to the next ticket. Rinse and repeat. Get your open tickets down to zero. Geeze, this is not that difficult! But hey, what do I know; I've never "run a licensed business connected to one of the largest brands in the world". On the other hand, I am an aerospace engineer and rocket scientist, so I think I would have a few of the brain cells necessary to figure out a way to get my company's act together ASAP.
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Facebook Messages:
11/2 - Hi, I did not get a response from your support for more than two weeks now
11/31 - I was still waiting - and having contacted the online help three times - each time being told my helmet was marked as ready to ship - I find out today the helmets will not be shipping out until Q1 2017
10/28 - 08/20/2016 - filed support ticket…. 09/06/2016 - received response….
10/28 - Today is officially a month since I ordered my Han Solo costume from Anovos. It's been slated to ship, Pretty much all week
10/27 - Any news on my return authorization request? My original ticket was submitted on Sept 10th. Over 6 weeks with no response?
10/27 - In August this year I purchased a Nebula dress for my daughter at the 50th Anniversary of Star Trek convention in Vega. It is many weeks now and I have not received my dress. All attempts to contact the company by email end in an automated response about 'tickets'.
10/26 - Your live chat support is a joke. Submitted a ticket (915899) Aug 8th and my part still hasn't shipped. Over the past 3 weeks live chat told me it would ship, "soon", "tomorrow", and "today".
10/26 - So my request to exchange or at this point is still un-answered. This has been going on since Sept 10th. I have checked on it weekly with ZERO response. I finally gave up on an exchange afilled out the Return Authorization on October 12th. No response.
10/24 - I have been trying to get in touch with customer service unsuccessfully. Any suggestions?
10/24 - Who can I contact about my order? I created a ticket that has been ignored.
10/21 - STILL haven't received my Vader helmet ordered 12/1/14, and your website is down. I've been INCREDIBLY patient. That patience is wearing quite thin.
10/19 - This company is a huge fraud. I order a simple dress at the 50th Star Trek Convention in Las Vegas August 6 with a promise of a two week delivery. It's now Oct 19 they can't track the item and told me month ago it will be delivered soon. Trying to get ahold of anyone is impossible and when you do no one has answers.
10/19 - I have been trying to get someone to reply to me for two months now. I have tried to get up at 5am as I am in Australia to contact your on line support team only got through once and that was two months ago haven't seen anyone on since then.
10/18 - Hi Its been 2 months since I've submitted my ticket. And now almost a month from the last a representative has talked to me.
10/16 - Hey I haven't had a response on my ticket for a long time.
Hey you give a bunch of great advice but ANOVOS is not Wal-Mart and are still learning the market and how to handle the Star Wars license and get product out while dealing with us nickpicking Fanboys (Im included in the category) and bankrupting Factories located in China. This is major issues for a couple of Fan Boys trying to make a living and make their dream come true by producing licensed high quality Star Wars and Star Trek costumes and props. It is a big learning curve for a small company and will be for years to come.
If you have been in the prop collecting market for the last 20 years then you know we already lost ICONS, MASTER REPLICAS, CORGI, AND PROP SHOP just in the last 6 months. Its not easy to deal with Disney and China and keep everyone happy.
But the key here is that you can get all your money back and wait till extra stock is available and then re-order. That way you are protected and you dont have money tied up in a company that you have stated you dont trust and on then 10/19 you state and post "This Company is a huge fraud." Be careful using that word Fraud. It has a very strict meaning under the law and you are accusing ANOVOS of committing a crime. If you accuse someone of a crime even out of anger and just venting, then you better have evidence beyond a reasonable doubt that backs you up.
Negligence or bad business decisions on behalf of ANOVOS is not Fraud, either civil or criminal, especially when they are offering everyone a full refund. Where is the intent to defraud you your money if ANOVOS should refund you all of your money. Take a deep breathe and think about it before you accuse someone of a crime. Depending on what state you are from you could be liable for slander. So Just be careful throwing around that word without proof.
Take the full refund and move on with your life. If you need help getting your money back, I offer my legal services free of charge to all RPF members but right now both ANOVOS and eFX have refunded everyone who has requested refunds, so there you go.
Take Care and Happy Collecting!!!
MTFBWY and LLAP
Rick
CUBS just won the WORLD SERIES !!!! What at GAME!!
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