Ok this was a week with some order mishaps from the 2 shops I order from the most unknowncomics and Tfaw. Now 1st issue was with unknowncomics deliver came last week opened up all books were minty no quality issues but then I looked at order on Friday seen I had 3 books missing()
I emailed them promptly no response but they went live on FB IG posts etc. Had me frustrated so I spammed their IG told me I should have called they were havin trouble with emails and promptly corrected the issue and sent out my missing issues. My issue is if you KNOW your email is wonky make a FB/IG post I shouldn’t have to get your attention that way. That bothered me and really had me hot seeing as how I’ve kinda championed for them as being good and all. But 15+ orders 1 mix up cant be too mad.
Now on to Tfaw I had the incorrect issue problem with TMNT Ronin and Spawn 311. Emailed them and got a response next day
This email was incredible the response was timely and the fact they went a step further to reach out to warehouse to make adjustments. The Spawn misstep was a diamond issue and I get it shit happens they switched covers but I dont have to send anything back and they will send replacement free of charge. Superb. Already made my FOC preorder with Tfaw this past Mon and will continue to use them. Big s/o to @RipCityGamer for helping out too.
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Glad this thread is still going. You can see which shops have more integrity and taking accountability seriously.
There’s a reason TFAW gets high marks here…and it isn’t blind favoritism. It’s how they take care of their customers and listen.
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“Email issues” as a response is such a cop out type of response. It’s used and abused. I never believe such non-sense…
The best way to make the buyer feel more confident in you is where you don’t try to deflect to lay blame elsewhere but you just own up to it.
A better response from Unknown would have been… "I’m sorry about your order missing books and there was no excuse in us missing your other inquiries. We’re here to make things right… blah blah blah… "
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I don’t understand why everyone’s riding tfaws jock?! I placed a bunch of previews preorders with them and simply requested box shipping and not those $hitty rigid mailers. I was told they don’t have the ability to have an account be shipped in boxes only. They could however flag my account to put Do Not Bend stickers on them.
I don’t get this at all. I’ve had nothing but problems with those mailers and I’m being told this day in age that a simple request like proper box shipping is unavailable. If you can flag my account to put a sticker on the sub par packaging in which they’re notorious for corner impact creases and blunted corners you’d think you could flag it for proper box shipping.
So yeah not all of us are fans of them, their $hitty customer service and subpar packaging. Christ the books do nothing but slide around inside those but let’s keep using them for smaller orders. Let’s not improve and make available box shipping an option.
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oof that blows.
You read on here about how they’re so quick to make a messed-up order right.
But honestly, I’d rather just get an order in right the first time and not have to deal with worrying whether or not my next order will be jacked up and dealing with the hassle of reaching out to get a replacement.
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So got my first big order from TFAW.
21 books - books stacked together with a long piece of paper that kinda tied em up and held them together. Surround by packing peanuts. Box was beat up a fair amount in one corner and guess what?
All but one book arrived in near pristine condition. The one that didn’t was one of the Eastman 1:10 last Ronin and it has a slight bend on the top right corner - not terrible. They didn’t use magazine size bag and boards though - Golden age - and so part of the book was sticking out up top, beyond the top of the board - it was the top right corner that was exposed without the board behind it that got bent. Again - the damage is so slight it’s not the end of the world and if someone really wanted to they could press it out so I’m not sweating it. Also can confirm that both copies of 1:10 Last Ronin were received.
So, very happy that every other book - 21 of them - arrived in super great shape. Even Cover A of Venom 29 - couldn’t find any copies locally that were in good shape, but the ones I got from TFAW are money.
That’s the good.
The bad is that 3 of the comics/covers I received were incorrect - both copies of Spawn 311 - wrong cover - known, widespread issue and I’ve emailed them about it.
I also got the wrong cover for X-Force 13. Ordered Coello Variant with Solem + Wolvy and low and behold I ended up with an Alex Ross Beast cover - emailed them about this too.
Last issue with the order is one comic book was missing entirely - an expensive incentive variant. Strange Academy #4 Artist Variant ($19.99) … not in the box, went through the comics multiple times to make sure I didn’t miss it - I’m more concerned about this because it was a $20 book and I don’t know how I can prove that it wasn’t received. I’ve reached out about this as well and hopefully won’t have any problems getting this resolved.
So in summary - super glad that the comics arrived in good condition (finally!). I’m still iffy about the way they pack books in a box with peanuts - I got lucky this time, hope that luck holds up with my outstanding pre-orders.
Also, so far, every interaction that I’ve had with their customer service has been superb.
Ive had that happen to me once before and they will send you a replacement if they have one or refund you the cost. Unfortunate it happened, but very easy to work it.
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Remember, it’s all about cost to risk as well.
If you’ve paid attention here, even @RipCityGamer has mentioned they get more reports of damaged books in gemini type box shipments than the rigid mailers.
My big beef is how these retailers treat you when you report damage or issues with orders. TFAW has always been top notch in that aspect, far from every other major retailer I’ve purchased from. So, good customer service goes a long way for me.
Protecting every package is impossible task. When we depend on USPS and other carriers to handle our goods, it depends on how they treat the packages as well.
So for a shop like TFAW to ship out thousands upon thousands of orders per week, it’s more cost effective to take the risk rather than spend X amount of time to pack books while they’re paying X number of employees X amount of dollars. So yes, it would be nice they can customize each and every shipment for each account but that would be a huge burden. I’m surprised they even have the option of adding “Do Not Bend” to orders… but that’s a simple slap of a stamp. If you only purchase a couple of books, it’s more cost effective for them to send them in rigid mailers which are likely far cheaper than boxes and the supplies needed to pack those.
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And trust me, I’ve had my fair share of books showing up damaged from TFAW but for me, they handled it each and every time like a champ.
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I can’t go off of what someone says is reported. someone who’s an employee of the company. I can only go off my own experience and others and those mailers are horrible. Bottom Line for me is a simple customer request can’t or won’t be honored. This day in age and you’re telling he you can’t offer box shipping?! I’m letting my current order process but everything else is being canceled.
I understand and see they have excellent customer service. They seem to always be on the ball and fix things. Problem is I don’t want to contact customer service in the first place. I don’t want to deal with anymore damaged books coming in. With eBay it’s to be expected. However a comic shop should know better and be able to accommodate paying customers.
That’s what I’m saying though, it still comes down to cost to risk factors. Sure they could probably accomodate you but where would it stop? Oh, I want nothing but boxes and packing peanuts. This only adds time to verification of customer needs, adding time which adds overall cost to the employees they’re paying to ship.
But sure, buy what you like and buy from where you like. You have your reasons. I’m just saying, I try to understand why shops and larger shops won’t likely have such features because it’s only going to cost more and then that results in our own costs for the goods to go up.
I wouldn’t say I am “riding their jock” but I get $100 plus orders a week from them including many ratio variants well below what others charge for them. This week I got the Bosslogic Dark Nights which is selling for $80. Paid $17. And three 1:10 Last Ronin books that I paid less than cover price for. For me you take the good with the bad. While they have flaws they make up for it in other areas.
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I’m fine with shipping costing more as it should. Which covers any potential special handling to do so. To me it’s simple it’s a known issue to most collectors which is why there rarely used. I haven’t gotten one in a few months until recently but the new one was beat to hell. Just like the last one. When a specific type of packaging is known to have issues why is anyone using them to cut costs? Get rid of the mailers and ship only in boxes. Any additional costs can be recouped through a higher shipping cost.
I can attest that I’ve had just as many books show up damaged in boxes (@RipCityGamer you really should keep stuff from sliding around, that’s what causes most damage in the gemini type mailers) versus the rigid mailers. I’ve had the rigid mailers show up in pristine condition and then show up like the USPS was playing Hulk.
Ouch. 
Exactly what I’m talking about and a Gemini type mailer would’ve arrived with a beat up box but the books would’ve been more than likely fine. Because the design of them accounts for rough handling.
Do a test yourself with a cheap book. Drop both on the short edges and corners and see what books fare better.
So your saying half your comics arrive in rigid mailers? That’s the only way those figures would matter. Just like the statement that more books are reported damaged in the better Gemini type mailers. What’s the ratio of the rigid envelopes sent out compared to the better Gemini type mailers? If they send out more in the Gemini types then it makes sense they’d have more reported damage with those. As well if they’re shipping improperly in Gemini type mailers that could also account for the higher numbers.