I ordered something during the first stay at home order back in April/May time. The FedEx tracking system said it would be delivered on Monday (I think it was). No one was at my office so I went there to wait for the package. I waited all day but no package arrived. The FedEx tracking updated the delivery date for the next day. I waited at the office the next day but again there was no delivery. I asked FedEx to reroute the package to a FedEx pickup location 3 miles away. It took a week for FedEx to deliver it to the pickup location. I was pretty mad. It was FedEx' fault but I think FedEx was struggling to keep up with the demand. I am pretty sure this is the same situation. I am a little on the fence about this issue as it really wasn't anything HoS could do. However, I think I lean towards the customer's side here. HoS should have refunded the shipping just to make it right with the customer.
House of Staunton Says Too Bad, Your Problem and Not Ours
HoS presents themselves, and is supposed to be, "a cut above". Kevin's attitude needs to be slapped. They've made a bloody fortune due to the combined effects of the brainless lockdowns and The Queen's Gambit but they seem to be forgetting that all winds blow past sooner or later. Isn't it Shawn that's now the owner? Somebody post his email address and escalate customer service problems to him.
I've spent a small fortune with HoS over the years and I'm a little more than p.i.s.s.e.d at them for the shipping screwup on my latest order. Their pre-Christmas policy of "pay extra for shipping and we'll process it faster" really torqued me - that stupidity accomplished exactly nothing except to enrich the already-making-bank shippers. Idiots should have offered an "expedite fee" option irrespective of the shipping choice. ALL ORDERS SHOULD BE PROCESSED IN TIME ORDER! There I go again, sorry...
And I'm thoroughly sick (no pun intended) of organizations hiding behind COVID. It's pure BS - get off your a.s.s and adapt. Welcome to the world, clowns.
I’m having a similar issue. I ordered something and paid for two day air, but HOS sent it out via standard ground. Now it won’t be here in time. I chose to pay for faster shipping because I knew they might have a delay in shipping it out. They did have a delay. They said they would ship Monday, but it didn’t go out until Wednesday. But again, I assumed this delay. I didn’t anticipate that they would send it out via the wrong shipping method when I paid for the faster method. Still waiting on them to respond to one of my emails about the issue, but this thread doesn’t give me hope that they will do the right thing.
If I continue to not hear from them, I may have to travel to a not so nearby city to shop their chess store. If I find something in time for the weekend, I’ll just return item to HOS and pay restocking fee (minus the shipping speed I paid for but was not given).
Each time I called, Kevin told the person answering the phone to tell me that he would definitely call me back that day. He has my cell phone number.
Well, at least on 4 different days of this happening, he never called me back.
First cardinal rule of Customer Service/Support: Never set an expectation with a customer if there is a possibility it cannot be met
Each time I called, Kevin told the person answering the phone to tell me that he would definitely call me back that day. He has my cell phone number.
Well, at least on 4 different days of this happening, he never called me back.
First cardinal rule of Customer Service/Support: Never set an expectation with a customer if there is a possibility it cannot be met
First rule of customer retention: treat them with respect and find a way to make them happy.
I’m having a similar issue. I ordered something and paid for two day air, but HOS sent it out via standard ground. Now it won’t be here in time. I chose to pay for faster shipping because I knew they might have a delay in shipping it out. They did have a delay. They said they would ship Monday, but it didn’t go out until Wednesday. But again, I assumed this delay. I didn’t anticipate that they would send it out via the wrong shipping method when I paid for the faster method. Still waiting on them to respond to one of my emails about the issue, but this thread doesn’t give me hope that they will do the right thing.
If I continue to not hear from them, I may have to travel to a not so nearby city to shop their chess store. If I find something in time for the weekend, I’ll just return item to HOS and pay restocking fee (minus the shipping speed I paid for but was not given).
Update: They finally responded. Yay! They are refunding what I paid for expedited shipping. That doesn’t get the order here in time for birthday party, but at least they are no longer charging me for a service I didn’t receive.
This is my first experience with HOS and I am soured. I’ll now be looking for a new retailer for my future DGT e-board purchase.
Concerning the Fedex shipping, I think you have to cut them some slack at this time. If a parcel arrives a couple of days after what's been scheduled originally, big deal. The dates given on the FedEx website are estimates only. A chess board is not a perishable item, so as long as it arrives in the end, a day or two doesn't really matter unless you have absolutely no other problems in your life.
If a shipment gets lost it should be the shop's problem though. Here in Europe the laws are clear. Every parcel, whether shipped by a company or by an individual, is so "at sender's risk", i.e. the sender has to prove it ended up at the place it was supposed to do. I guess the same applies in the US.
Agreed. Ordering an item for next day delivery at this time of year, in the middle of a pandemic, with many couriers flagging delays on their websites due to backlogs, is very ambitious. Yes HOS should have mentioned that next day delivery is not guaranteed in the current climate, but you have to cut some slack given the situation.
Concerning the Fedex shipping, I think you have to cut them some slack at this time. If a parcel arrives a couple of days after what's been scheduled originally, big deal. The dates given on the FedEx website are estimates only. A chess board is not a perishable item, so as long as it arrives in the end, a day or two doesn't really matter unless you have absolutely no other problems in your life.
If a shipment gets lost it should be the shop's problem though. Here in Europe the laws are clear. Every parcel, whether shipped by a company or by an individual, is so "at sender's risk", i.e. the sender has to prove it ended up at the place it was supposed to do. I guess the same applies in the US.
Agreed. Ordering an item for next day delivery at this time of year, in the middle of a pandemic, with many couriers flagging delays on their websites due to backlogs, is very ambitious. Yes HOS should have mentioned that next day delivery is not guaranteed in the current climate, but you have to cut some slack given the situation.
So what about my situation? Ordered expedited shipping this weekend so it would ship Monday and be here by Saturday. I understand the world we are in now so I got 2 day air so it would be here by end of week assuming delays. It won’t get here until next week because they sent it ground and didn’t do so until Wednesday because they didn’t realize it was expedited. So shipping delays aren’t causing my problems. A mistake caused them. I assumed shipping delays, I didn’t assume sending it via the wrong shipping and doing so in an untimely fashion.
The most frustrating part is that I tried to get out in front of this twice. 1) On Monday when my 2 day air selection should have meant my order shipped, I reached out to customer service about why I hadn’t received a shipping notification. This email went unanswered until Wednesday when they shipped it out incorrectly via ground and emailed me the shipping notice. I figure they waited to respond because they thought I had standard shipping and wasn’t a priority.
2) When I got the notification of the incorrect shipping on Wednesday. I reached out again about the mistake. This was when the label was created and something could still possibly be done. Again no response until today when it was too late to do anything about the speed. Heck I even reached out to UPS myself because HOS was not responding.
Concerning the Fedex shipping, I think you have to cut them some slack at this time. If a parcel arrives a couple of days after what's been scheduled originally, big deal. The dates given on the FedEx website are estimates only. A chess board is not a perishable item, so as long as it arrives in the end, a day or two doesn't really matter unless you have absolutely no other problems in your life.
If a shipment gets lost it should be the shop's problem though. Here in Europe the laws are clear. Every parcel, whether shipped by a company or by an individual, is so "at sender's risk", i.e. the sender has to prove it ended up at the place it was supposed to do. I guess the same applies in the US.
Agreed. Ordering an item for next day delivery at this time of year, in the middle of a pandemic, with many couriers flagging delays on their websites due to backlogs, is very ambitious. Yes HOS should have mentioned that next day delivery is not guaranteed in the current climate, but you have to cut some slack given the situation.
So what about my situation? Ordered expedited shipping this weekend so it would ship Monday and be here by Saturday. I understand the world we are in now so I got 2 day air so it would be here by end of week assuming delays. It won’t get here until next week because they sent it ground and didn’t do so until Wednesday because they didn’t realize it was expedited. So shipping delays aren’t causing my problems. A mistake caused them. I assumed shipping delays, I didn’t assume sending it via the wrong shipping and doing so in an untimely fashion.
The most frustrating part is that I tried to get out in front of this twice. 1) On Monday when my 2 day air selection should have meant my order shipped, I reached out to customer service about why I hadn’t received a shipping notification. This email went unanswered until Wednesday when they shipped it out incorrectly via ground and emailed me the shipping notice. I figure they waited to respond because they thought I had standard shipping and wasn’t a priority.
2) When I got the notification of the incorrect shipping on Wednesday. I reached out again about the mistake. This was when the label was created and something could still possibly be done. Again no response until today when it was too late to do anything about the speed. Heck I even reached out to UPS myself because HOS was not responding.
That's obviously a different situation since you didn't get what you ordered in terms of shipping.
I know that this is FedEx mishap. I find it extremely odd that USPS can make sure fake ballots and can change post marks. To get them in before the deadline but they can't seem to ship in time for Christmas? Really!?
Any evidence of your ridiculous claims? No, of course not!
I know that this is FedEx mishap. I find it extremely odd that USPS can make sure fake ballots and can change post marks. To get them in before the deadline but they can't seem to ship in time for Christmas? Really!?
Any evidence of your ridiculous claims? No, of course not!
You know that’s right. Just something he read on Parler. Funny how all this “evidence” they have fails to stand up to judicial scrutiny. How many legal challenges have they lost now, 35+?😂
Please, if you want to talk politics and argue with each other use this section of the forum.
https://www.chess.com/forum/category/off-topic
Let's keep the Chess Books & Equipment just that.
I know that this is FedEx mishap. I find it extremely odd that USPS can make sure fake ballots and can change post marks. To get them in before the deadline but they can't seem to ship in time for Christmas? Really!?
Any evidence of your ridiculous claims? No, of course not!
You know that’s right. Just something he read on Parler. Funny how all this “evidence” they have fails to stand up to judicial scrutiny. How many legal challenges have they lost now, 35+?😂
What's sad is you drink the MSM Kool-Aid telling you that there's no evidence. It's hard to present evidence in the courts. When the courts use lame excuses to kick the case out of evidentiary hearings. This election scam isn't about either candidate. This should concern you as an American. If we don't secure our elections. Then elections will only be a show to the public. We will have become a Banana Republic. There is evidence of unconstitutional elections in these states. Video evidence was shared at state legislative hearing. Tons of affidavits from eyewitnesses at these places where observers were forced out or lied to about the counting would pause for the night. I am not interested in Powell's case. This was the sideshow that took the focus off from the real illegal activities that took place on Nov. 3rd and beyond. Watch Robert Barnes on YouTube and see for yourself the truth about this ridged election.
LOL looks like you didn't listen to Mike either.
@Brynmr, a passing comment is far different from a rant. Back to the subject -- The delay in response is caused by a number of factors, all of which have been enumerated here. I've been waiting on books which have been in the St. Louis USPS hub since arrival November 12th, which was the last time they were scanned. A chess set ordered from Russia still hasn't arrived after almost three months -- and its a seller I've dealt with before... I trust them.
@Brynmr, a passing comment is far different from a rant. Back to the subject -- The delay in response is caused by a number of factors, all of which have been enumerated here. I've been waiting on books which have been in the St. Louis USPS hub since arrival November 12th, which was the last time they were scanned. A chess set ordered from Russia still hasn't arrived after almost three months -- and its a seller I've dealt with before... I trust them.
I've recently had problems with multiple USPS-involved deliveries from multiple sources - the UPS SurePost option is simply unacceptable once it's handed off to USPS. So, for me, no more USPS shipping of anything for quite a while. This doesn't help anything stuck in the USPS swamp but I've reached my frustration threshold.
I've recently had problems with multiple USPS-involved deliveries from multiple sources - the UPS SurePost option is simply unacceptable once it's handed off to USPS. So, for me, no more USPS shipping of anything for quite a while. This doesn't help anything stuck in the USPS swamp but I've reached my frustration threshold.
This is a real question. 
If you are shipping around the US whether thru stores or eBay, what would be the alternative services beside USPS (that I can request from the vendor/seller)?
Asking becoz those dudes at USPS are not competent (and I'm being very kid-friendly here with my choice of words), I've a few horror stories with them.
I know that this is FedEx mishap. I find it extremely odd that USPS can make sure fake ballots and can change post marks. To get them in before the deadline but they can't seem to ship in time for Christmas? Really!?