So, a while back I made a post about dealing with an online company that wouldn't respond to me.  I sent them another email saying I was beginning to blog about dealing with them, but then I actually received a newsletter that pointed out their forums.

I took a look there and the thread they had open for dealing with problems ordering was empty - I thought I was the only one so I posted my story.

A day later I had plenty of responses of people who have had the same problem, and apparently they're pretty good at deleting the posts that outline any problems, so I am going to repost some of the comments here.

There is also an ongoing thread at Newsarama.

One thing I can't get over is the interviews with comic writers and artists and such and all the articles on this site, it made it seem very reputable.

And when I referenced Warren Ellis in my last post as mentioning this site, I just want to say that he wasn't recommending the site, or saying anything about them other than he believed that they were selling his comics.

My Post - July 05 2007 - 7:00pm

Hey guys,
I've been having a bit of a problem.
I placed a fairly large order (for me anyway) about two months ago.
After one month I wrote several emails to both the support and feedback, with no response.
Finally I received a fairly terse response from the feedback address that they were awaiting some trades, fair enough I guess, I didn't like the tone in the email but they could have been sick of my enquiries.
Then I received one from Tim at the feedback address saying that he didn't know why my trades hadn't arrived and he'd check into it.
I responded that, that was okay, as long as I knew what the status was and I was sorry I was pushy, but after a month you'd think someone would update you about the status of your order (most times when I buy online a company would give a weekly update if something wasn't a pre-order).
Another month passed and I wrote a few times asking for an update, since I had never heard back from Tim.
A few more emails going unanswered and I am just irate.
It's not the fact that my order hasn't come in, that's completely understandable - it's the unanswered emails. Even a little "Hasn't come in yet, sorry, will get back to you" would have made me feel a little more comfortable.
Quite frankly the lack of replies to my emails asking for an update is pretty rude, and not what you'd expect from an online sales company.
Since then I've decided not to buy from Silver Bullet again, and I am half wondering if I should try to get my money back - after all, it may not have been much, but if they won't even respond to my emails then why would I trust them to buy from them again?
I was hoping to have a future arrangement, some subscriptions and such, but from the lack of communication and lack of response I have given up any hope of that.
Anyway, if someone could find out if order 8040 is ever going to make its way to me, it'd be appreciated.

Reply by "Customer" - July 06 2007 - 08:08am

exactly!
Alan, did you get into the store yet to find out about order #8844?
5 days now?
I do believe you have my phone number and email.
Why do you get irate with people asking about their orders? You took the orders. Sorry I am bothering you about this.

Reply by "JC" - 12:12pm

I've emailed support three times - today being the latest (prior to finding this forum). I've yet to receive an answer on two orders.
#6361 placed in FEBRUARY!!
#9113 placed 06/25
While I'm only out short money - $42 - I'm extremely frustrated that I haven't received an answer. Any answer. Even a "F@#k off, we're keeping your money and you're not getting anything except this response."
If you're at all concerned about customer service, please shoot me a post.

Reply by "Oxide" - 5:05pm

Same problem here.
I sent 3 mails and no answers.
Orders (8713/8714) were passed on May 27th and still no news...
Not a really good attitude... and they are not small orders (nearly 450$ for the total).
I'm frustrated too.

Reply by "Karyn" - 6:06pm

Suggestion: If you want to keep this discussion going, it needs to move or go to PMs or email. As soon as someone realizes, they will delete these posts and per usual, no reply. They don't care, guys, it's made real apparent.
I only wish I'd kept copies of all the negative posts I've seen here. They don't answer email, they don't answer PMs (unless it isn't a complaint; now those seem to be fine ), and they don't return calls. Just try getting a refund (me). NO replies, nothing.
Oh, and FYI, they aren't a member of the Better Business Bureau either. Look 'em up.
Karyn
P.S. Lightning strike or not, these problems have been going on for months... Watch and see how all these issues are blamed on their being down because of it. The brick-n-mortar stores may be cool but their online ordering business & Customer Service is for the birds.

Reply by "The Dark Shake" - 8:08pm (by the way, whats with all the posts having the minute the same as the hour?)

Copy of an email I sent a few days ago:

Quote:

I recently sent you an email (well, not recently, it was almost a week ago) containing the following:

Quote:

I recently ordered a couple comics from your site (order #9039) about two weeks back, and still haven't received them or any notice that they're actually on the way here. UPS got an electronic shipping confirmation on the 22nd, but that's the last I've heard from either of you. Can you tell me the status of my order, and when I can expect to receive my package or what?

Since then, I have gotten no confirmation or update on my order at all. A user named W. Alan on your message boards said he would look into my problem when he got to the shop, and that was three or four days ago. I've gotten no response since then, and frankly I'm outraged at how poor your customer service is. I've been waiting on this order for more than three weeks, and have gotten nothing in the least out of your company about the status of my order. Please do something about it, this is getting ridiculous now.
Miles Trahan

Seriously, if this is something that goes on quite frequently -- some of you have been waiting since February  -- then this place needs to get taken over the coals. Is there some place we can contact about how shoddy the customer service here is?

Reply by "Karyn" 9:09pm 

Oh, sure. You can contact the store in Salem. The number's in the sticky post from Alan. Wonder if a bunch of us contacted their other store in NC if it would help?

Quote:

Email being what it is, and spam filters being what they are, if you are not getting a response to your emailed questions, please either post to this thread, so someone may contact you, or call the Winston Salem store for assistance (336.794.3692).

I spoke to a "Sam" there last week who said he'd have the manager contact me about my refund. He didn't even ask for my contact info.
Karyn

And again by "Karyn"

I have tried all means I could find except contacting the other store. Every single email address on the website (feedback, support, subscriptions, etc. at silverbulletcomics.com) plus Alan initially answered an email to me about how subscriptions & payment worked. He never answered another email. He did answer some PMs but only until I asked for my money back. After I said that, he didn't respond again; he just deleted my PMs.
I'm open to suggestions. All I'm asking for is money I paid for an order I didn't get (or get notice it wasn't coming) so I have a credit balance. Some of y'all have spent a LOT of money--this is not only irresponsible--it's fraudulent.
Wow, think anyone will hurry to help me now?
Karyn

(All times are apparently GMT +10 but hell if they don't look made up - I think the forum software is nuts and just changed them all when I refreshed - keeping them the way they are for sequence).

Keep in mind that these are the experiences I and a few others have had with this company, it may not reflect on the whole company or all it's stores - just their online business.

During these two days no one from Silver Bullet Comics has contacted me or responded to the thread - if they had I just think you'd find the thread deleted.

If anyone has any experiences with this company or would like to respond, please feel free to.