Dear KOTM Customer,
With all the e-mail notifications, many of you have been calling or e-mailing to inquire as to whether or not you are receiving a kit, which has caused an influx of phone calls, and especially e-mails, with our Customer Service department. Generally, the Customer Service department receives a handful of e-mails a day and yesterday they received 1000 e-mails. Suffice it to say, those will take some extra time to go through. The wait time for phone calls is also longer as a result of the influx. However, many of your questions will be answered when you receive your shipping notice with a tracking number—letting you know that yes, your order really did get processed and a kit (or kits) is on its way. Some of you have already started getting these e-mails.
There will be those of you who will remain on a Preorder (possibly worded as "Backorder") status as we await the arrival of the remaining kits in the warehouse within about 4 or 5 weeks. You will then receive a shipping confirmation e-mail with a tracking number. If you did not receive a shipping notice this week, you will be one of those receiving the kit within 4-6 weeks. Your debit/credit card will not be charged until that time. If you did not receive a shipping notice this week and you would like peace of mind in knowing that you are on this Preorder, please call Customer Service on Monday.
We are still looking into what happened with international order/phone line, however, we do know that some international orders were placed.
We are also setting up a special e-mail address shortly so you can address your concerns to management.
We are still looking into whether or not we can do an additional order of Project 365. There are many factors into producing kits that we have to take into consideration.
We are continually trying to work through all these questions and concerns you have. Many of your questions will be answered as you get your final order confirmation e-mail with tracking number. Getting answers do take time. We will continually update this blog when know for sure what the answers are.
We, as the KOTM Team, are making all efforts to ensure the problems that occurred on January 1 are rectified. We apologize for the inconvenience it has caused you.
Sincerely,
The KOTM Team
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JAN09 KOTM: Becky Higgins' Project 365
NOV08 KOTM: Becky Higgins' Holiday Card Kit
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ReplyDeleteThank you so much for keeping us updated. I can understand computer issues, and while I don't like them, I can live with it. I however do not understand bad customer service and I would have to say that I have seen nothing but every effort being made to solve the problem. Thanks for having good customer service.
ReplyDeleteSeriously, why are you selling a kit that you don't even have which is money tying up credit cards and taking money out of people's checking accounts. I know that I'm going to be cancelling my subscription. I really don't care to do business with this company. Why don't you guys contact us via email and tell us whether we have a kit or not. We have given you our hard earned money, now all you have to do is give us some FREE customer service.
ReplyDelete4-6 weeks!?! yikes
ReplyDeleteMy update - I decided to call customer service - was on hold for about 30 minutes. The gal I spoke with confirmed I do indeed have a kit on order and it should be shipping today. She gave me a tracking #, and said she will credit my card for the shipping charge overages. Then I check my email and I rec'd an email from CK at almost the exact time I was on the phone with Customer service. However, my only problem now is that UPS does not recognize the tracking number given to me! It says ">>> UPS could not locate the shipment details for your request. Please verify your information and try again later."
ReplyDeleteI'm hoping this will be updated later today and I can see that my kit is actually in the hands of UPS. Then I will rest easy.
Unfortunately it sounds like CK is NOT going to get more of these kits for us from what has been written above. While I know that the customers who DID manage to get an order through are probably satiated with the information that has been given this still doesn't answer the question on many minds, "Will those of us who weren't able to order get a chance at one of these kits?" A decision needs to be made as to whether or not you will actually be serving our needs as well as the needs of those who were able to order. It wasn't our fault and many of us still want to order this kit.
ReplyDeleteI too just got off the phone with customer service. (Was on hold for about 40 minutes) I was told I have two orders that are currently in fulfillment and will be shipping out in 2-7 days. Since there are no charges yet on my CC, she said CK has charges pending for the kits. I still don't have a tracking # or exact date, but at least I know my kits will be shipping soon.
ReplyDeleteI received three confirmations with order numbers and no other info, not even listing a breakdown of what I ordered etc. I talked to a CK rep on Friday who could not tell me what a typical confirmation looks like (WORTHLESS CUSTOMER SERVICE).
ReplyDeleteAll I want is my three kits canceled, but I can't get thru on email or a phone call.
Fancy footwork. We are still looking into what happened w/international order/phoneline, however, we do know that some international orders were placed. So you are saying that there were employees manning the international phone lines. Or are you saying that international orders were managed to be placed in another manner. Were there orders placed on 720.374.3628?
ReplyDeleteCindy,
ReplyDeleteRe the UPS tracking number that shows as invalid on the UPS site, I, too, had the same experience. I finally decided to call CK today and was told that the UPS pick-up & scan is at 3 p.m. (don't know if that's their time, my time, someone else's time, whatever). Check again tonight and see if your tracking # is now valid.
Were the International orders that were able to be place from Canada? I believe the Canadians were able to order online.
ReplyDeleteIs this a way for the issue to be swept under the carpet???
I too just received my tracking information and got the same error message from the UPS website, but thanks for the info and I will check back this evening. Unfortunately, I won't feel settled and assured that I am getting a kit until it is in my hands! That is really sad!
ReplyDeleteCalled Customer Service (on hold 65 minutes) and they said my order is in fulfillment and would ship today (told me yesterday). My cc has been charged, but I have gotten no confirmation e-mail. Why can't we track our own orders? This is just beyond ridiculous.
ReplyDeleteScrapThis,
ReplyDeleteI don't disagree with you at all. However, tracking our own orders now would be just an item on a wish list. I'm putting together a list of issues to be emailed to CK's VP (as per latest post by KOTM) and this is one of those I'm including. I only hope he'll "listen" and execute some major changes.
The mere fact that they've actually gotten some orders corrected is a major feat in and of itself, considering what a bleeding disaster this entire experience has been the past few days. So, I wouldn't hold my breath on the order-tracking.
I think they're saying they don't have a clue as to what happened with the international phone calls. They obviously are not on top of much of anything within their business. This is a business & only because of hard-core scrappers are they still in business. The rest of the world wouldn't put up with being treated like this. I was thinking of resubscribing to the magazine but after this - I don't think so... They don't need my $$
ReplyDeleteOkay, I called back since I last wrote and told the CS woman that I was concerned since my CC was charged, yet I haven't received ANY e-mails or tracking numbers (except the original one on Jan. 1). She said my kit was shipped today and gave me a tracking number, which I will check later. Like others, at this point I will 'believe it when I see it."
ReplyDeleteUgh! I haven't received any tracking info. That means I have to wait 4 to 6 weeks? Ugh!
ReplyDeleteMolly,
ReplyDeleteDon't give up entirely. Just because you have not received a tracking number by now does not mean you're not included and will have to wait 6+ weeks.
The original ship date of this product was supposed to be this Friday, Jan 9, according to the CSR. I'm actually surprised that they're shipping already. So, keep your fingers and toes crossed and wait until Friday for a tracking number.
Anyone want to sell me their extra kit at a non-ebay (I consider that robbery!) price??? Please please please!!!
ReplyDeleteI have not received a tracking number, but have received two emails, one with the $0 amount, the second with the shipping cost (which is too high IMO) and the total. I'm crossing my fingers I don't want to have to wait 6 weeks.
ReplyDeletelizacreates - thank you for your info regarding UPS. I just checked again and it says they have received "billing info". Of course this means they have not actually picked up the package yet, but again, it gets me one step closer!
ReplyDeletemolly - I agree with lizacreates - don't give up yet. I really believe that it is taking them a long time to sort thru the mess created last Thursday and it is entirely possible you will still receive your kit this round.
I would gladly wait six weeks! At least you were able to order.
ReplyDeleteAnyone successful tracking yet? Mine says No information available.
ReplyDeleteJust checked the UPS tracking number, package is in their hands as of 6pm/1-06-09 and to be delivered tomrw (I live in the Denver area which is where the warehouse is located).
ReplyDeleteJust to recap: I tried to order 2 kits after waiting for about an hour. I got 1st email confirmation with a $0 amount and no .1 on the order number and no other info. Email #2 had the .1 added to the order number and the quantity as 2 kits, but the prices were all wrong. Called on Monday, sat on hold for 4 hours, never spoke to anyone. Called again this morning and on hold for approx 1hr 30 min and never spoke to anyone. Got email #3 this afternoon with a UPS tracking number, still the correct quantity, but still with the wrong $ amount. Checked my CC, one payment on the 1st for one kit, hold/preauth in the amount of 2 kits (so 3 kits??). Checked the UPS tracking number from this afternoon till 6pm with initial number not found and then billing info received. Now showing as in their possession with a shipping weight of 19 lbs. Goodness! I will wait to see what arrives in my hands and then check CC again to see what I was actually billed for and then go from there.
ScrapThis,
ReplyDeleteMy UPS info updated to "Billing Information Received" at 8:42 p.m. Eastern time, just 5 min. ago.
If your UPS info does not change until tomorrow a.m., I suggest you call CK again. I know it's a royal pain in the ying-yang (we've all been through it so we know first-hand), but you got this far, stretch your patience some more and give them another call.
Thanks for letting me know. You're right.....this whole process has been one problem after the other.
ReplyDeleteScrapThis,
ReplyDeleteI've been an Internet consumer for close to 15 yrs now and I can honestly say I have NEVER had an experience this bloody awful.
I truly urge all those who've had major problems to avail themselves of the info provided in the latest KOTM post and email said person. Maybe, just maybe, if he gets bombarded with (justifiably) angry emails, even a little something might improve in CK's way of treating their customers.
Hey gena - I know I only ordered 1 kit and my UPS tracking info shows 8 lbs. So appears you are for sure getting at least 2 kits and possibly more???
ReplyDeleteGood luck with the return and credits. Based on the past few days that may be a major challenge as well!
Thanks Cindy for the shipping weight info!
ReplyDeleteI ordered one kit and it is showing as 8lbs also. My guess is you are getting three kits.Two kits probably weights about 14 lbs so three is probably 19 (You wouldn't have the weight of another box or packing materials for the 2nd and third kit)
ReplyDeleteGena- Sell the extra kit to one of the pleading bloggers or go to ebay and do a "Buy It Know" for what you paid and enough to cover shipping. It will be gone in seconds and you won't have to mess with returns and credits!
ReplyDeleteBy the way, I hope that didn't come across ugly, I just meant that it is probably a futile effort to try and rectify the wrong number of kits ordered with CK. I've seen several bloggers pleading to have an extra kit sent their way and I know it would go in a heart-beat on ebay. :)
ReplyDeleteGena I ordered two kits and my UPS tracking info shows 18.40 lbs. So it looks like you are only getting the two kits.
ReplyDeleteI too ordered two kits and my UPS confirmation weight was 18.40 lbs. Good Luck!!
ReplyDeleteI'm also in Denver area, and just checked the mail I got this morning, and my three sets should should be delivered tomorrow. I know it's in the state and tracking as we speak. I'm still worried that the other one that I entered might get accepted, but keeping my fingers crossed that it didn't.
ReplyDeleteI'm still really excited about this project and have my kitchen table all cleared off to do nothing but set at least one of them up completely and start printing out pictures. I hope everyone who was able to get theirs, gets them and can start working on them, and the ones who didn't hopefully there will be more made and offered.
please, if you have an extra kit sell it to me! my reason to really want (and need) the kit is that my husband is in iraq and we have a 2 month old baby. with the kit i could record our daily life for my husband.
ReplyDeletelintsi@jippii.fi
I just talked to John at Customer Service (after a 20 minutes on-hold wait, not to shabby). I had received a "pre-order" email, and I was calling to see if I did in fact have an order. He said I did, and that it was shipped yesterday. I didn't get a shipping notice email, and he said that the system is dropping emails, so some people aren't getting shipping notices. Ugh.
ReplyDeleteSo, my advise is to try calling CS and inquire about your order status. This guy was nice and answered my burning questions (Do I have an order? When is it coming?) and said I'd probably have it by Friday since I'm in AZ.
I'm crossing my fingers for everyone! (and still waiting for a formal apology from CK)
After reading all the nightmarish comments about the ordering process for this kit, I decided to wait it out and see how it played for me at which point I also resigned myself to think I was not going to get a kit. But I was okay with that. After all it's not the first time something has sold out before I got to order it.
ReplyDeleteWhen placing the order the system crashed on me several times. I began the ordering process right at 9:oo MST and it took me half an hour just to get the order submitted. Then I received only one confirmation email with a complete total. I never did receive another email but I decided to wait for all the hysteria to settle down before contacting customer service. So, I just called, got a rep on the phone in less than a minute and to my surprise a package was shipped to me and the tracking info on UPS claims it will be delivered tomorrow! I guess my patience throughout this whole process paid off.
Either way, I continued taking my pictures and trying to figure out another way to create this project if I didn't get the kit. I understand how upset everyone is and yes CK dropped the ball on this one, and they definitely know it now. Let's give them a break and be patient. There's not much we can do about it now. I waited almost a whole year to get that stamp KOTM after it sold out and I've only used it 3 times since! And to the people overpricing the kits on Ebay, just remember karma's a bitch and it people like you that have put this country in the sad economic state it's in. Greedy a*******!
so it seems as though i do have 1 kit coming to me. that i am happy for. however at the time i did place my order for 2 kits. one for me and one for my sister. i wanted to do a nice thing for her as she has done so much for me. i called her to see if she was going to order that morning and she said she couldn't as she had a negative bank balance. so i was finally going to do something nice for her as she has done so much for me. anyway i finally got through to CS today and they let me know that the order only says 1 kit. which i just can't believe. how is it that some people seem to be getting doubles when they didn't order doubles and i can't get the order that i placed. not to mention the fact that i must have been one of the first to order. so why, when i spoke to the CS person did she tell me that my kit wouldn't be shipping for another 4 weeks? and then the money has already been taken ut of my account! she said it was a pre authorization....4 weeks ahead of time? come on. it's a mess. it sounds like some people already have theirs on the way and have not yet been charged. so why have i? this is the last time i order from CK. something is not right. did they need to take pre-order money to fulfill their order? what is going on? and why can't they just fix everyones orders? if someone ordered 1 kit and they are now getting 3, why can't they honor my true, original order??????? i want what i ordered and i want what i've paid for. is that too much to ask?
ReplyDeleteI know everyone's upset about the "ebay extortion" but really ladies. CK messed up and forgot that pre-ordering is best when promoting something soooo big but those that got there kits put it on ebay and it's us the bidders that run the price up. You don't like it don't bid on it. I've lost three bids already. Over my budget money wise. My husband is in the military too and is leaving this next two weeks. I have a new born and two other boys. I'd love to have the kit to make it just that much easier for me to record our life for him to see and to help him feel more a part of us. I just don't think that we should be so quick to snap at "those that sell it on ebay" they're selling it to someone that really wants it. Obviously more than me. I can't pay $200 for it. But I was willing to pay $80. See that's my choice. Pay or don't get.
ReplyDeletePersonally I'm focusing my frustration at the pre-order issue. That and the laundry, the dirty floors, and all the dishes that my boys make. That's the real spirit of this project. To make us see our everyday life. So I'm going to suds up and clean the dishes of a 21 mo old and enjoy it because when I blink he'll be 10 and running out the door.
Happy scrapping!
I'm still frustrated.
ReplyDeleteI haven't had answers to the emails i sent on the first January nor has anyone written here about whether or not there was anyone manning the phones for international callers.
Somehow after a week, you have to assume that the facts are known.
So, please CK, let us know.
I was one of your international customers put on hold - I truly would like to understand what happened and what the outcome is going to be.
At very least - please put on extra staff and answer customer service enquiries. Having written to complain within the first few hours, I find it hard to understand why i have yet had a response.
thanks
Suzanne
I did NOT get a tracking number/shipping confirmation email, but I called and I AM getting a kit-it shipped, and customer service was able to give me a tracking number! YAY!
ReplyDeleteI DO hope, since I know SO many people that wanted the kit, that you (CK) find a way to make more kits... and that you pre-order them NOW and next year, in like August!! :)
I got an email saying that I had 2 kits ordered, my credit card has been charged but I just called customer service and was told that I would get them in about 4-6 weeks, i wish I would of thought to ask then why has my credit card been charged, when I saw that charge on my card I got very excited thinking that they had been shipped. On Becky's blog it stated that we would not get charged until our order was ready to be shipped. WHat gives????
ReplyDeleteI was curious what the kits were going for on ebay. One just ended at $255. Giving the seller credit though... she started it at $0.99. It got up to $255 by people that obviously really wanted the kit.
ReplyDeleteCheck Becky's blog. There was NO ONE manning the phones on Jan. 1.
ReplyDeletedear CK,
ReplyDeleteplease don't forget all of the didn't-get-a-kit-but-tried people. Please don't make us feel hopeless....we will be patient, if you will make it right and have more made...I am fine waiting a few months, but please don't hope that we just go away...we need this kit!
Has anyone else had this problem???
ReplyDeleteMy credit card HAS been charged for a kit, but I have NOT recieved any tracking number e-mails or anything. I called customer service to find out of I had a kit being shipped since they actually charged me (the amount has actually cleared my account, its not on hold or pending)and I was told that I wont get a kit for another 4 weeks. So they have my money but, and I dont have a kit. It was to my understanding that they werent going to charge for a kit till it shipped!!!!! So they have taken my money and given me just a promise that I will get a kit sometime in the near future, maybe. If they had not charged me then I have no problem but I do have a problem with them taking my money and giving me nothing in return..... Has anyone else had this happen to them????
So not only did the people that where sopposed to be answering international phone lines have a vacation that day, but, some people that ordered multiple kits are getting just one, and some that ordered just one are getting multiples, and, now they are actually charging (not authorizing-that was done on my account for the last few days)our credit/debit cards for kits but saying that we might not get them for another 4-6 weeks. Hummmm Isnt that like adding salt to a wound??? Oh and lets not forget all those people in the U.S that tried and tried to get kits but couldnt. And I also have another idea, if this kit was sopposed to be 365 days starting somewhere around the 1st of January then I think this kit should have been sold in December so everyone could start on Jan 1st.!!!! And I dont know about anyone else, but that $47 dollers that is tied up could have been used already to go and get my own 12x12 binder, and page protectors so I could do my own 365 day kit... These people need to get their act straightened out... and thanks for letting me vent my frustrations...
ReplyDeleteFellow scrappers,
ReplyDeleteIf your credit card has been charged and you do not receive the kit within 4-6 weeks from the date of charge, pls keep this link handy. It’s the Federal Trade Commission website that details how you can effectively dispute the charge.
One of the things to note particularly about this article is that the charge has to be disputed “within 60 days after the first bill containing the error.” Another one of note is this: “By law, a merchant should ship your order within the time stated in its ads or over the phone.”
Re charging without shipping first, I did some research and evidently, it is NOT illegal for a merchant to do that. It is bad practice, but not illegal. So be aware now of what actions you should take.
I am not directly accusing CK of bamboozling anyone because I really have no way to know what the company’s intent was in regards to this issue. With the crippling network problems they had on Jan 1, it is difficult, if not impossible, to determine what glitches actually occurred with people’s orders and charges to their cards.
So, pls visit this website, print it out and learn NOW what you ought to do if you’re faced with this challenge.
Link: http://www.ftc.gov/bcp/edu/pubs/consumer/credit/cre28.shtm
I see this totally vanishing unless the international callers find some way to unite with either a class action suit (if possible) or a unified complaint to Better Business Bureau. Before Becky blogged it, you can bet CK already has talked to their lawyers. The international callers and all the people who have been negatively been affected(?) this should start tying to NEWS TIP this to all your newspapers in hope that one of them who find this news worthy.(I have been sending it to SEATTLE TIMES, DENVER POST, EVENING). If everyone starts contacting the same papers it might make a BUZZ and someone will see it as a public interest story. If it goes public then CK may be more likely to respond. I may be wrong, but had the rep not told me no one was manning the phone, CK would not volunteer anything. CK is probaly placing odds right now on how many days it takes for this to be forgotten.
ReplyDeleteThis is ruse to diffuse. Go to Better Business Bureau, contact your local and major newspapers, complain in public. Their customer service is going to do nothing about the international callers. They are probaly placing bets on how long this takes to settle down.
ReplyDeleteThey are not updating because they the amount of people who come back to an older blog date will dwindle with each day.
ReplyDeleteFor those of you waiting to get a tracking e-mail you may want to go ahead and call CS. I actually received two confirmation e-mails on the 1st, although I only wanted to order one kit. I sent an e-mail to CS explaining this issue that day, and still have not received a response. Furthermore, my confirmation e-mails had no information except an order ID, so this concerned me.
ReplyDeleteSo, with all the buzz lately about kits being shipped, and tracking e-mails being sent (which I never received), I decided to break down and call CS this afternoon (only had to wait about 10min). The lady who answered my call tried to look up both of my order ID #s, to which she stated they were not in the system. I was very pleased however, that she offered to hand enter my order, and stated it should ship in 4-6 weeks....better late, than never!
Just wanted to share, as I haven't read about anyone else having this exact experience yet. Best of luck to you all, and keep shooting!
kaylaX - I'm in the same boat.
ReplyDeleteI got a $0 confirmation email. I then got a confirmation email and my CC was billed. I called and they told me that I was actually on 'backorder' and that the charge would be removed until they shipped ... but the charge is STILL there.
Repeat: The charge is STILL there and they told me I won't be getting one for 4-6 weeks.
Yet, they also say on the blog and Mr. Worner's reported emails that they don't know if they're ordering more ... how will they get me another one if they don't order more? Are they lying? Whose story should I believe?
I'm so happy right now! I called CK customer service because this blasted 'back-ordered' thing was driving me nuts and nobody was answering my emails to CK CS and Mr. Worner. So, Monday comes and I can call!
ReplyDeleteJohn from CS told me that the original 4,000 kits had not all been received from the manufacturer. If you were placed on back-order, you would be getting one of the original 4,000 when CK got their second shipment in to the warehouse.
Therefore, if you are on back-order, you WILL get a kit.
I know it doesn't help all the people who didn't get any kit at all, but for those of us who have been disappointed and confused about 'back-order' status, I thought I'd share. We're getting a kit!