[Ringo]

I've contacted Topspin 3 times to find out where my Flexidisc is and I get the same answer each time. Does anyone know who I can contact to find out what's going on?

US Fulfillment Support, May 11 14:51 (PDT):


We apologize for the inconvenience. Unfortunately we cannot provide tracking for the order because they are shipped offline. However, we do know that the orders were shipped out, so you should be receiving your order in 2-3 business days if you used priority mail or 5-10 business days if you placed your order using standard domestic mail. Again, we do sincerely apologize for this situation.

Best,
Ashley
Audiolife Customer Service

[Rudmaniac]

I've got a similar situation. I got an e-mail from Topspin support yesterday saying:

We are very sorry we did not get this order shipped out to you. We have just been informed that we are currently waiting to receive the delivery of those products in our warehouse. As soon as we receive them, we will have your order shipped out right away.

Regards,

Ashley
Audiolife Customer Service

Which sounds like BS to me. I'm pretty sure it's not coming at this point.

[Ringo]

The three times I have ordered through Topspin to purchase smashing pumpkins merch, it's been a nightmare. When I ordered my Solstice Bare boxset, it never arrived at my house(UPS delivered it to the wrong address). For 3 months I repeatedly sent emails/filed trouble tickets on their website/left messages on their voicemail, just to try and get their customer service to make a lost package report to UPS because if a package is lost, only the sender can initiate a lost package request. I even had UPS try and get in touch with them directly, but the number UPS had on file would go to a full voicemail box. They did respond a few times to tell me a lost package request had been filed, which according to UPS, was a lie. A claim was never filed by Topspin. Then, my gish and siamese dream reissues were not only late but sent with an incorrect shipping label info. And now they can't even tell me where my SPRC flexidisc is or when I should expect it. SP really needs to find another company to sell their merch.

[themadcaplaughs]

Quote

The three times I have ordered through Topspin to purchase smashing pumpkins merch, it's been a nightmare. When I ordered my Solstice Bare boxset, it never arrived at my house(UPS delivered it to the wrong address). For 3 months I repeatedly sent emails/filed trouble tickets on their website/left messages on their voicemail, just to try and get their customer service to make a lost package report to UPS because if a package is lost, only the sender can initiate a lost package request. I even had UPS try and get in touch with them directly, but the number UPS had on file would go to a full voicemail box. They did respond a few times to tell me a lost package request had been filed, which according to UPS, was a lie. A claim was never filed by Topspin. Then, my gish and siamese dream reissues were not only late but sent with an incorrect shipping label info. And now they can't even tell me where my SPRC flexidisc is or when I should expect it. SP really needs to find another company to sell their merch.

I'm never using them again, but I must say that in all fairness, they did not handle the Teargarden by Kaleidyscope EPs.

[MonteLDS]

i am working on trying to find a solution. PM me

[Ringo]

themadcaplaughs, on 17 May 2012 - 09:11 AM, said:

I'm never using them again, but I must say that in all fairness, they did not handle the Teargarden by Kaleidyscope EPs.

If that's correct, I apologize for the error. My mistake. Whatever company handled the SP Store before, it's hard to tell the difference from a customer service standpoint.

[Ringo]

So I just got another response from the 3rd support ticket I filed with Topspin telling me my order did not process when I placed it on 4/24 and that they had to redo my order and it will ship Monday. I placed the order the minute I got the email announce. At the time the webstore required me to pay 6.00 for shipping to complete the order, I'm pretty sure that screwed it up somehow. For anyone else having issues similar to mine, if you file a support ticket, insist that they check to see that the order successfully processed. The agents assigned to the first 2 support tix I submitted missed the fact that my order never went through.

[Simon]

Glad you got this resolved. :)/>

[odracir]

Ladies and Gentleman, remember the old delay thing with the reissues that we had to endure?. Here's some news, history repeats.

I canceled my order on the exact date of june 19th and minutes before shipping @amazon, I did this just because of the new merch that arrived and obviously to directly support the band. While doing this I had to make my self conscious to accept two things:
1.- Pay a lot more for a CD that costed $8.99, and pay more for the 2LP vinyl.
2.- Pay and outrageous amount of money for shipping just south of the border into Mexico.

Ok, no problem, I'll pay it!, this are great times and I love to support my favorite band and I'll add to that a cool shirt.

4 days later without any confirmation of my shippment, and sending two e-mails to Topsin. Here's an answer, and as the old epic tonight, tonight "The impossible is possible..."

-----------------

Ricardo,

We are very sorry we did not get this order shipped out to you yet. We are currently waiting to receive the delivery of those products in our warehouse. As soon as we receive them, we will have your order shipped out right away. Again, we do sincerely apologize for any inconvenience that this may have caused.

Regards,

Trevor
Audiolife Customer Service
------------

[amu1167]

...

[afroguy10]

What do you expect man, you cancelled the order with Amazon the day the album released then went to Topspin when they're busiest in regards to SP and because you haven't received it in 4 days you're claiming it's like the reissue debacle where people who'd preordered it day one still didn't have a copy months after the fact.

[odracir]

afroguy10, on 22 June 2012 - 03:44 PM, said:

What do you expect man, you cancelled the order with Amazon the day the album released then went to Topspin when they're busiest in regards to SP and because you haven't received it in 4 days you're claiming it's like the reissue debacle where people who'd preordered it day one still didn't have a copy months after the fact.

And why should I expect otherwise?, if they are the "Mecca" of all things SP, then I suspect they sould have a good direct amount of stock of the product, right? (now we know they don't). I also understand where you want to go (what I don't get is why Topspin needs you as their lawyer here), but don't get me wrong; of course I know this things take time, and I don't expect them to be super fast being that I was also involved in all the reissue delay show as many others. Problem here is that if you announce new band merch and new marketing hooks with "new bundles, and shirts, and stuff", you'll expect that what they are announcing you is at least IN STOCK. Which as we see they don't, right?.

About the amazon thing, if I cancel my order or if I want to ignite a chimney with my money or flush it down the toilet, that is my problem. What it is not my problem is when you tell me there is something that I can buy, and you charge it to my credit card and... voila!, It doesn't exist!. Hope I've made myself clear.

[Hater]

I agree. You should not be charged until the item is ready to ship.

[dearth_sp]

There are still some other similarities with bad service. I pre-ordered from topspin on 6/9, when I was 'guaranteed' to receive a copy by street date. I didn't receive anything by 6/19. I contact topspin, and they initially tell me that my items had shipped on 6/14 and even send me a receipt saying..shipped. I still don't receive anything so I send a couple of emails and call the number at least 20 times before I get to speak to someone who (is same person) informs me that my stuff had not shipped out after all and was on order. I received an email today saying that my stuff would ship soon. So much for the topspin guarantee. I ordered one of the bundles and the SP heart necklace, so I don't know if this is all about the necklace and they should have just sent me everything else and ate the $3 that it would require to ship things separately, or my order was incorrectly marked as shipped and they are now out of the cds. Hard to say, but either way..shotty service. Additionally, I also noticed that they have over 30 Better Business Beureu complaints.

[siamesedreams]

I ordered the Oceania cover t shirt, SP heart t shirt (my one from the 90's is in pretty bad shape and I had been looking for a replacement for ages!) The Oceania vinyl and the SP beanie. I live in New Zealand and got an email saying the order had shipped about a week ago. Today I got an email saying:

Your back/special order has not yet arrived. Please know that we are working on getting it for you as soon as possible. As soon as it arrives, your order will be shipped! In the event the product becomes unavailable, we will notify you. Thank you for your patience.


Topspin seem pretty useless to me, but I'll wait patiently and see what happens. If it all ships and arrives I'll be happy, if like they say aboce something becomes unavailable (especially the red heart tshirt) I am going to be pretty pissed off.

[odracir]

Same e-mail, same situation.

[gyang333]

Clearly from a logistical standpoint, TopSpin is not adequate. SP really needs to go with someone else (if they exist...) does anyone know who handled TbK orders?

[Spaceboy_1979]

TopSpin is horrid. I've been waiting for an update to my order placed last week, I also asked a question via e-mail on Friday and still no response. I've never had such a bad experience with an online retailer. Sure, maybe my expectations of speedy delivery and response in a timely manner are too high but if they're charging as much as they do for shipping then their service should be much better. I order my reissues from them as well, was delayed shipping and received my flexi disc so I should have learned my lesson. SP needs to find a new distributor for their merch or I will just be using Amazon for future reissues which kind of sucks as I like to support the band directly. Just disappointed in every aspect of TopSpin's service!

[whywontyoulisten]

Isn't TopSpin just another shop? Does the band really get more if you buy from them?

Regarding designs: I really like the Pyramid Earth shirt...apart from the fact that it's red. I'd really like to see the Oceania SP heart as a backprint zip hoodie. The Pyramid hoodie is one of the shittest efforts yet...it looks like something someone would make at home with iron-on transfers.

p.s. Can you still get the Drifter zip hoodie anywhere?

[Spaceboy_1979]

whywontyoulisten, on 26 June 2012 - 07:00 AM, said:

Isn't TopSpin just another shop? Does the band really get more if you buy from them?

Who knows, I figured since SP's official store is fulfilled by them that there must be some form of incentive for SP. I LOVE amazon, and will be purchasing further re-issues from them.

[CZR]

I'm having problems with TopSpin now, I ordered Oceania vinyl, shirt. So I asked them where is my order, they asked me to confirm the shipping address they have on file. So what they have on file is correct. They later sent me an email saying my order has already been delivered and gave me a tracking number. The tracking number destination was illinois not Fl. Couldn't they see the destination didn't match my shipping address? Wtf

[Hummer75]

I ordered the 17.99 HQ Digital Download and my card was charged but I got an error on the pop up window from TopSpin. I called and they claim that the order did not go through so I am waiting for the pre auth to clear so I can order again. Been 7 days because it happened on a tuesday and wasn't resolved by friday so I had to add the weekend onto the wait.

[CZR]

I guess should call Visa and dispute it. I guess no shirt, vinyl, Poster :(/>

[Hummer75]

CZR, on 26 June 2012 - 09:12 AM, said:

I guess should call Visa and dispute it. I guess no shirt, vinyl, Poster :(/>

Call them first, they are very pleasant to deal with on the phone. They are probably over loaded with Oceania selling well.

[CZR]

DO NOT ORDER FROM THIS SITE. I never recieved my order and when I contacted them they said it has already been delivered to an address in Illinois and I am in FL even when they first contacted me they verfified my address

[inthearms]

CZR, on 27 June 2012 - 03:06 AM, said:

DO NOT ORDER FROM THIS SITE. I never recieved my order and when I contacted them they said it has already been delivered to an address in Illinois and I am in FL even when they first contacted me they verfified my address

Sounds like a courier issue, I ordered from Topspin and my Oceania hoodie (which is great!) was delivered to the UK yesterday with no problems at all, perfect service.

[CZR]

inthearms, on 27 June 2012 - 03:12 AM, said:

Sounds like a courier issue, I ordered from Topspin and my Oceania hoodie (which is great!) was delivered to the UK yesterday with no problems at all, perfect service.

I don't see how that can happen at all. The address is entirely different, Different zip. It's not even the same state. The state they delivered it to is thousands of miles away. How can they fucked that up?

I believe they never even shipped it because my "live reciept" says it still "pending" Supposedly when it gets shipped the status changes and then I should received a tracking number

[inthearms]

CZR, on 27 June 2012 - 03:56 AM, said:

I don't see how that can happen at all. The address is entirely different, Different zip. It's not even the same state. The state they delivered it to is thousands of miles away. How can they fucked that up?

I believe they never even shipped it because my "live reciept" says it still "pending" Supposedly when it gets shipped the status changes and then I should received a tracking number

Yeah that does seem odd. I'm not sure what it's like in the US but in the UK I had to sign for the package on delivery. I'm sure topspin will sort it out for you if you contact them and explain the mix up, I deal with couriers all the time at work and these things can happen.

If not tweet Billy! I'm sure he would talk to topspin.

[CZR]

Here is my TopSpin conversation:

US Fulfillment Support, Jun 25 15:05 (PDT):
Caesar,

Thank you for your inquiry. According to tracking number 9101922521001109275973, your order was delivered on June 20, at 1:15 pm. You can track your package on USPS.com.

Best,

Ashley
Audiolife Customer Service


--------------------------------------------------------------------------------

Caesar Nguyen, Jun 25 14:10 (PDT):
Yes it is

Sent from my iPhone


--------------------------------------------------------------------------------

US Fulfillment Support, Jun 25 12:56 (PDT):
Caesar,

I have just heard back from our production department regarding your situation. Before we can move forward, we need to verify your correct shipping address. The address we have on file for you is as follows:

3152 Park Ave
Orange Park, FL, 32073, US

Please let us know whether or not this is correct. We apologize for any inconvenience.

Regards,

Trevor
Audiolife CS


--------------------------------------------------------------------------------

Caesar Nguyen, Jun 23 15:52 (PDT):
I haven't received my order yet. It still says "pending", Does that mean it
still hasn't been shipped? It says "Usually ships within 72 hours" and It
has been well over 72 hours. When will my order be shipped? Thank you

[whywontyoulisten]

Hummer75, on 26 June 2012 - 03:54 PM, said:

Call them first, they are very pleasant to deal with on the phone. They are probably over loaded with Oceania selling well.

Thank you Topspin public relations.

[Spaceboy_1979]

I'm still waiting for ANY form of reply to my 3 attempts to get a status on my order. Tracking still just says N/A and no one from Top Spin have acknowledged any of my e-mail messages to this point. They took their money from my account last week and apparently that's all they care about. I'm giving them until tonight to respond then I'll have my credit card company revoke the charge. Stupid site, will never order from top spin again.

[CZR]

Is there a contact here at SP.com for TopSpin?

[amu1167]

siamesedreams, on 25 June 2012 - 06:34 PM, said:

I ordered the Oceania cover t shirt, SP heart t shirt (my one from the 90's is in pretty bad shape and I had been looking for a replacement for ages!) The Oceania vinyl and the SP beanie. I live in New Zealand and got an email saying the order had shipped about a week ago. Today I got an email saying:

Your back/special order has not yet arrived. Please know that we are working on getting it for you as soon as possible. As soon as it arrives, your order will be shipped! In the event the product becomes unavailable, we will notify you. Thank you for your patience.


Topspin seem pretty useless to me, but I'll wait patiently and see what happens. If it all ships and arrives I'll be happy, if like they say aboce something becomes unavailable (especially the red heart tshirt) I am going to be pretty pissed off.

Same thing happened with me. Still don't know what's going on with it, and no real answer.

[Spaceboy_1979]

I keep seeing all these people saying "call them" , what is their number? I've been searching for one online and nada. It's like they are only listed in some mysterious directory of shitty merchants. That said, I did finally receive a reply after 4 messages to them:

"We apologize for the delay. we are currently waiting to receive the delivery of those products in our warehouse. As soon as we receive them, we will have your order shipped out right away. Again, we do sincerely apologize for any inconvenience that this may have caused.

Regards,

Trevor
Audiolife Customer Service"

So they finally replied that the they don't even have the item yet?! Interesting so they'll post the final charge to my card and take their money for an item they can't even produce. Granted I'm whining about a $20 item that I can certainly wait for an won't perish from doing so. It's just bad business to charge a customer for an item you have yet to ship and take numerous days to respond to customer e-mails. I'm sure they are overloaded...if you check them out on the BBB site they have more filed complaints (36) than employees (10) http://www.la.bbb.or...a-CA-100101803. Just sad that SP can't find a better distribution than this.

[amu1167]

Yea, I didn't see the number either, until I saw someone here mention you could call. I had to leave a message though, and still haven't heard back. It's 310 421 2422.

I ordered the minute SP mentioned the items went on sale. Over $200, already charged to my card, because I was certain this time it would come on time. Now I've heard it was shipped, it wasn't shipped, it is back ordered, it's out of stock, it's in stock, only a few orders were messed up this time, etc. All automated responses, no explanation or admission of fault, no personal response as to where exactly my items are or if/when I'll get them. I'm especially concerned about the items which I ordered that are not offered anymore. I'm not trying to whine, it would just be nice to get a definitive answer, especially after spending that much and ordering that far in advance. Really unprofessional. Quite frankly it's made me not as enthusiastic about the album, which bothers me more than anything else.

[CZR]

I just don't understand why Smashing Pumpkins is not helping us. This is absolutely absurd..What kind of business practice is it to charge the customer before the item is shipped out? To me, this is fraud

[Spaceboy_1979]

amu1167, on 28 June 2012 - 04:21 AM, said:

Yea, I didn't see the number either, until I saw someone here mention you could call. I had to leave a message though, and still haven't heard back. It's 310 421 2422.

I ordered the minute SP mentioned the items went on sale. Over $200, already charged to my card, because I was certain this time it would come on time. Now I've heard it was shipped, it wasn't shipped, it is back ordered, it's out of stock, it's in stock, only a few orders were messed up this time, etc. All automated responses, no explanation or admission of fault, no personal response as to where exactly my items are or if/when I'll get them. I'm especially concerned about the items which I ordered that are not offered anymore. I'm not trying to whine, it would just be nice to get a definitive answer, especially after spending that much and ordering that far in advance. Really unprofessional. Quite frankly it's made me not as enthusiastic about the album, which bothers me more than anything else.

I hear you on the unprofessional attitude and really poor customer service on the part of TopSpin but don't let that lower your expectations for the album!

CZR, on 28 June 2012 - 04:37 AM, said:

I just don't understand why Smashing Pumpkins is not helping us. This is absolutely absurd..What kind of business practice is it to charge the customer before the item is shipped out? To me, this is fraud

If topspin is to be believed then it could be SP (well the makers of their merch) that is the hold-up. TopSpin claims they are waiting to receive the items to their warehouse...from whom? To me sp.com should not be advertising merch either that is not readily available to be shipped from distributors. It's just sad, I want to support the band directly but will NOT be doing so in the future if topspin is involved. Amazon all the way!! Just waiting for amazon to post the PI reissue so I can buy it from a merchant that will deliver the item within a fortnight.

[odracir]

Well, another week is nearly over. Just as some of you guys, that monday they put the merch up, is the day I ordered. Still no shipping confirmation, anyone of you guys have heard something new from Topspin?.

Also, it's interesting that from what I have seen you have received exactly the same messages as me. Even I got that weird shipping address confirmation too, only without success. Let's see if tomorrow something happens, but let's be honest, this is shit.

[amu1167]

I have good news to share:

Quote

Yes, Here is the issue. Oceania merch and TOUR merch were in separate warehouses. The Oceania merch could not ship without it. Topspin is very very aware and will sort it out asap. BTW we figured out the issue but it may not have filtered back to TS customer service yet.

That said - the issue should be resolved immediately. Please feel free to inform the others. Again so sorry about the delay. <3SPRC

Thank you SPRC!

The waiting is not as bad as the not knowing & lack of communication. Hope to see something on my doorstep soon...

[CZR]

where did you read this?

[Simon]

CZR, on 28 June 2012 - 12:49 PM, said:

where did you read this?

Thats from twitter - from one of the people who gets shit done in SP land. :cheers:/>

[odracir]

Seems like they are beginning to ship the items, so expect confirmation soon.

[Spaceboy_1979]

TopSpin made the mistake of sending me this:

"One of our top priorities as a company is to make sure that our customers are happy with the service they received. We hope that you're one of those happy customers, but even if you are unsatisfied, we want to know about it so we can do better the next time. We'd love to hear what you think of your customer service experience. Please take a moment to answer one simple question by clicking either link below:

How would you rate the support you received?

Good, I'm satisfied

Bad, I'm unsatisfied"

Which option do you think I choose?

[CZR]

You choose bad, Send me the link