CARBON POKER STORE

[cptrosco]

Ok, so dont order anything if you dont want to receive it.
Ordered a top from them back in january, not received it and they wont do anything about it.

[fritzson]

Ok, so dont order anything if you dont want to receive it.
Ordered a top from them back in january, not received it and they wont do anything about it.


HUH???? :confused:

[cptrosco]

they told me they shipped the order 28th jan, it has still not arrived, so i emailed them asking whats going on, i kept on geting the response ' it takes upto 6-8 weeks' well its been past that, if the item was posted from Australia 28th jan it should only take 14 days MAX.

So I asked them to either resend it or re credit my comp points (not a totally unreasonable request) their reply was' once we have shipped the item we have no responsibility'

Damn poor customer serivce if u ask me!

[fritzson]

If they say 6-8 weeks you have to believe them...

Well,I don't know how they do it.. but they might not have everything in stock
in their office. They maybe needed to order it from another company... and
they was out of stock.

I don't know... that how I think it is.

I have never ordered anything from the store....

[cptrosco]

its not that the item wasnt in stcok they told me they shipped the item allready. just pathetic customer service.

[Honsey]

its not that the item wasnt in stcok they told me they shipped the item allready. just pathetic customer service.
They have already said that once they have shipped it they are no longer responsible. You really expect them to send you another or give you back the comp points if the mail system lost your item. I don't think they should have to incur double the cost when they are not at fault. BTW this is my opinion and not because I'm a moderator towing the company line.

[Miklosik]

They have already said that once they have shipped it they are no longer responsible. You really expect them to send you another or give you back the comp points if the mail system lost your item. I don't think they should have to incur double the cost when they are not at fault. BTW this is my opinion and not because I'm a moderator towing the company line.

While I understand your pov., it certainly isn't the customers fault either. Yet now he has lost his comp points and has nothing to show for it. Having to resend the items, without being repaid for them, is called the cost of doing business. It's the only way to STAY in business. Of course there are those that take advantage of it but that too is considered the cost of doing business. It would be wonderful if no outside entity cut into our profit margin, but that is only a dream. If you run your business as if that were reality, then you are the one dreaming.

[muzza1]

Unless the vendor has proof of delivery, they haven't got a leg to stand on. I've never had a problem with any orders and even the promo goodies arrive pretty quickly. But when it does go wrong, the only thing that counts is proof of delivery, all businesses know this.

I would give them a bit of time, it's probably going to take at least a month from dispatch, going by past experience, then give them another call. It is, however, Carbons responsibility to fulfill the order or provide a refund. Proof of dispatch means zip

[cptrosco]

I know and understand all your points and yes im sure that their are a few people that do scam the store, however i am not one of them. All i want is either what i have rightfully paid for or a refund of my points, i dont think is it at all unreasonalable, i would even consider taking a 50% refund on my points, just that i dont think its fair that all the playing and rake that i give them adds up to squat!

As for waiting a month, i have not been waiting since 28th january (thats 53 days) for a item of post to come from austrailia, thats just not right.

Their excuse is that they dont require proof of posting, once they "SAY" they have shipped it, thats it! no more.

quite sad really for such a small company. I have filed a complaint with the gaming commision and ill keep you all updated on the situation.

[muzza1]

I know and understand all your points and yes im sure that their are a few people that do scam the store, however i am not one of them. All i want is either what i have rightfully paid for or a refund of my points, i dont think is it at all unreasonalable, i would even consider taking a 50% refund on my points, just that i dont think its fair that all the playing and rake that i give them adds up to squat!

As for waiting a month, i have not been waiting since 28th january (thats 53 days) for a item of post to come from austrailia, thats just not right.

Their excuse is that they dont require proof of posting, once they "SAY" they have shipped it, thats it! no more.

quite sad really for such a small company. I have filed a complaint with the gaming commision and ill keep you all updated on the situation.

We all know that's wrong, that reply and kind of attitude reflect very badly on what is a very good site. If they can't do it properly they should stop offering these sort of things.

[Miklosik]

I don't think the gaming commission will give a rats azz about the retail end.

[fabrab]

Its because your a badazz rosco....plus it looks better on your neighbour
anyway....;)

[cptrosco]

So anyone got any ideas on how i could approach them to solving this?

[1CanadianGirl]

Ask them if they can trace the package?
If they do have insurance on it when they send it they then must have a tracking number i would think...

[cptrosco]

no they dont have any proof of posting

[Maldelver]

I have recently come back to this site. (Dont really know why I left lol) but I remember a Carbon Poker Set for like 200,000 points. Does anyone know if they will offer that again?

[BenediktXVI]

Ok, so dont order anything if you dont want to receive it.
Ordered a top from them back in january, not received it and they wont do anything about it.

Hi cptrosco,

I ordered some things at Carbon store as well and didn't recieve it for following reason - customs and excise dues :eek:.

Oh well it lasted a few days until they send me a letter asking for price etc pp.... just for them to calculate extra taxes.

I dont know if that is the case - neither I don't know where you coming from - diff countries = diff laws ;)

Overall I requested a document from PDC/ Carbon that I didn't pay a cent for it so to speak - it's just a "promotion gift".
Customs office said okie dokie - I got my items few days later.

Just a thought :o:wave:

PS: oh btw it took less than 2 weeks from Australia to Germany (including the customs "interception" :win: )

[Honsey]

I have recently come back to this site. (Dont really know why I left lol) but I remember a Carbon Poker Set for like 200,000 points. Does anyone know if they will offer that again?There is going to be a new VIP program and revamped comp point store coming with the release of Version 4.5 of the software. Comp points will be earned based on rake and as such they are being revalued. No details have been released so far on how that will affect current points but the hints have been that the store will carry a bigger range of merchandise than what we have now.

[Maldelver]

Cool Thx

[natsdad]

Their excuse is that they dont require proof of posting, once they "SAY" they have shipped it, thats it! no more.

quite sad really for such a small company. I have filed a complaint with the gaming commision and ill keep you all updated on the situation.

I thought it was all sent registered delivery? Please do keep us updated.

[cptrosco]

they wont say weather it is sent registered or not, they just flat out refuse to do anything about it.

[cptrosco]

Just thought you would all like an update on this situation, this is yet ANOTHER conversation i have just had with CS and got nowhere!

[cptrosco]

cptrosco: i would like to know the latest on the issue i have with my comp store order.
CS : It was dispatched on the 20th of January
cptrosco: yes i know that however it was never received, i asked that this be delt with and the only anwser i get is that it is not your responsbility after you ship the item. I read through the ToC and nowhere does it say that you are not responsable once items are shipped, also you have a legal obligation to honour the transaction.
cptrosco: i dont get any email from a supervisior regarding this even when you say you will forward it to them and they will respond, cause they dont
CS : One moment please while I check this
cptrosco: ok
CS : I can see that our manager has responded to you
cptrosco: hang on ill tell u that last email i got
cptrosco: the last email i received was on the 25/3/09: and actually it was from you, to which i replied and never got a reply back. :_
cptrosco: Dear Gregg, Thank you for contacting us again. If the item has been lost, it will most likely be returned to the sender and be tagged as undeliverable. As mentioned in our previous responses, you will be notified as soon as we receive the item. Please feel free to contact us if you have any additional questions. Sincerely,
CS Customer Support Representative
CS : I see
cptrosco: what i would like to know, is how can the item be returned to you if its LOST?
cptrosco: im not trying to be rude here, but i think this is now become a joke, i have been waiting 3 months for a item that should have been here 2 months ago
CS : As clearly stated by our manager, we have sent the item to your address.
CS : It would be best to contact the post office or customs office regarding this.
cptrosco: just because you sent it, that doesnt mean that i have received it, obviously it has got lost in transit somewhere, it is your responsability to honour this contract.
cptrosco: dont pass me off to the post office, their is nothin they can do as they never received it.
cptrosco: you have a legal obligation to honour ANY contract between yourself 'carbon' and the customer 'me'
CS : We have sent the item. The post office received it, so it would be best to contact them.
cptrosco: excellent, can i have a copy of the proof that the post office have received it, then i can get on to them!
CS : I'll have to forward your concern to our supervisor as I do not have the proof that you need.
cptrosco: so how do you know that the post office received it if you dont have the proof their?
CS : Because I can see that it is tagged as dispatched
cptrosco: but thats doesnt mean that it was received does it, that just means u put a stamp on it and sent it. as far as you know it could still be in the post office in the austrailian depot.


I really like the parts where they say that they can see it was received by the post office, then when asked for the proof they say they dont have that information, and she came to the conclusion that they received it because it was marked as dispatched. Also the part where they say

"If the item has been lost, it will most likely be returned to the sender and be tagged as undeliverable"

Surley if its lost then it wont be returned to sender...lol

[scotlady]

Not being funny but can you prove to them you never got it? By the post office having it I would assume they mean they gave it to their one to mail to you.:confused:

Oh and if it is lost and it comes across an honest person then yeah it should be returned but they cant be held responsible for that.

[cptrosco]

Firstly, i shouldnt have to prove that i didnt get it, If i was a dishonest person, i wouldnt be creating such a fuss on here and through other channels, this is only a t-shirtand only cost me comp points, i didnt lose any money BUT, its ALL ABOUT THE PRINCIPLE of the matter.

[scotlady]

Firstly, i shouldnt have to prove that i didnt get it, If i was a dishonest person, i wouldnt be creating such a fuss on here and through other channels, this is only a t-shirtand only cost me comp points, i didnt lose any money BUT, its ALL ABOUT THE PRINCIPLE of the matter.

I do understand, pls dont get me wrong. All I am trying to say is in their eyes they sent it so they fulfilled their part of the agreement. If I had enough points I'd use them to send you the T-shirt if it would help.

And believe me even guilty ppl create a fuss to cover stuff, not saying you are that kinda person but some are:)

[cptrosco]

I understand what you are saying and where you are comming from with regards to them fulfilling their agreement. BUT, 1:) if they dont want this sort of reprocussions happening then they should send items recorded/registered delivery. 2:) under any terms of sale (which even though no money was exchanged, this is still classed as a sale) they have a legal responsability to make sure i receive my goods.

[scotlady]

I understand what you are saying and where you are comming from with regards to them fulfilling their agreement. BUT, 1:) if they dont want this sort of reprocussions happening then they should send items recorded/registered delivery. 2:) under any terms of sale (which even though no money was exchanged, this is still classed as a sale) they have a legal responsability to make sure i receive my goods.

I'm 90% sure I have to sign for the stuff I get tbh. I cant be 100% because its been a while since I got something. Hopefully something can be done for ya. Which t-shirt was it?

[cptrosco]

just the basic carbon poker t-shirt @ 50'000 points, like i said, not much but its the principle

[TheRealBBE1]

i personaly have sympathy for you....if youve orderd soMEthing you expct too recieve it..... but if its gone missing during delivery then its not Carbons fault..BUT...as a good will jesture and a way to keep a valued customer i would send you anew 1....There is the thought that from a buisness point of view you maybe lying to get another 1... but i think youve gone too such great length's too cause a stink over this its not a viable thought.....SO COME ON CARBON SORT YASELVES OUT AND SEND ANOTHER 1 OUT, ITS NOT GOING TO BRAKE THE BANK AND HOW MUCH RAKE HAVE YOU EARNED OFF THIS GUY FOR HIM TOO EARN 50,000 POINTS, USE YOUR HEADS AND STOP BEING TIGHT!:mad::mad::mad:

[Fireman2x]

the only thing that I ever got from this site was my points store items.

shirts, card sets, chip set, coffee mugs all arrived in a about 3 weeks or so

i love getting my checks also, just dont like the cold streaks after cashing out for a couple weeks or so

[natsdad]

Enough. This is not a forum issue. You have a problem that isn't going to get sorted out by posting conversations with live support who plainly don't have the information to deal with it. I'm sorry you didn't receive your t-shirt but talking about legal obligations and contracts etc is misguided. Do comp points have a transferable cash value? I don't think so. So if somewhere along the line your t-shirt goes astray i doubt they are obliged to replace it. A better strategy might have been to e-mail one of the support guys that you see from time to time in here and try to get them to look at your situation personally. If you are polite and good-natured it just might persuade them to go out of their way to organise you getting a replacement. No guarantee but i reckon it stands more chance of you getting what you want than repeatedly coming in here to belittle live support staff.