[STAFF] CDs not delivered yet

[Mannequin]

Hi all,

I recently bought some Total Textures CD from your website's online shop with my parents' credit card.
The fact is that the mailman stil did not knock on my door with the CDs.

I ordered them Jan 17th and, as of today, Jan 28, still nothing. I also e-mailed your "Product enquiries and support" responsible, Ben Barnes, four days ago but he still did not answer to my message.

On 3Dtotal.com purchase page is clearly stated "48 hours for dispatch plus 3 working days for delivery in europe"... 10 days and more have passed and nothing.

I obviously checked many times that my delivery address, e-mail, and phone number were written correctly and, in fact, they are. I also recieved confirmation from NetBanx that the payment was successfull. So I'm totally clueless about why those CD aren't here yet.

I am not telling it is 3DTotal's mistake, but I need someone to confirm that everything was fine and the pack was in fact dispatched (and get a tracking number, if any, to check on the delivery status). And I can't if nobody answers my e-mail.

Now, I can stand a late mail delivery, if I know the pack has been sent. But the fact that I am not getting any answer from your customer support is of course a problem to me, since I ordered 9 Cd's for the total sum of €309.

Sorry to bring the fact on this forum, but I need a contact.

Faithful in your quick response,

Francesco Sansone

[Tom-3DT]

Hi Francesco,

Thanks for bringing this to my attention, looking back through the records we have sent out 2 emails to you to this address - Diapason7@inwind.it

As the order was made in someone elses name maybe this is their email address too and they are not getting through to you?

Anyway, this is besides the point, you should have received your CDs by now, the first parcel was shipped on the 18th Jan, but must have got lost somewhere in between us and you.

We are shipping a second parcel today with signed for delivery, due to it being late on Friday it may not go until Monday morning but we will do our best for you. Either way you should have it by the end of next week. If you do not, please email me personnally, I am Tom Greenway and my email address is tomg@3dtotal.com.

Many thanks for your patience and apologies for the delays you have experienced. We should have answered you enquiry much quicker than this and I can only repeat my apologies to you on this matter.

Best regards
Tom

[Mannequin]

Thank you very much Mr. Greenway for your quick response.

The actual e-mail you mentioned is mine, so I am really clueless on the reason why I did not recieve your messages (I also checked the trashcan for any accidental deleted message, with no avail).

Anyway, I am very thankful for your interest. I will be sure to send you an e-mail by the end of next week to let you know if I recieved the package or not.

I really appreciate the fact that you are sending a second parcel, even if the first lost package is not your fault. It just shows how much you are concerned about your customers' satisfaction and 3D Total's good name.

Thank you very much again, best regards.

Francesco Sansone

[Mannequin]

This post just to thank everyone at 3D Total and especially Mr. Greenway.

I recieved today my 9 total textures compact discs/dvd, everything in perfect condition. The textures are very high quality and I love them. I will be sure to check out your website for future collections.

Thank you very much, best regards

Francesco Sansone

[Tom-3DT]

That's great to hear, many thanks Francesco!

Tom