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Old December 5th, 2017, 06:01 PM   #41
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Default Re: Snake oil?

Believe what you want..

Have you checked the thread where the other complaining posts got moved to? - Now you have his attention, Brian has put direct contact info up there and it seems other people are getting product shipped - and a refund (which is IME par for the course with AD), so this forum isn't a window for your issues any more.
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Old December 5th, 2017, 08:21 PM   #42
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Default Re: Snake oil?

Quote:
Originally Posted by michaeltheman View Post
Start the paypal disputes. I did it, and if enough people do it then Paypal will see sometihng is fucking wrong with this company and will ban them from paypal. This should get their asses moving.
Obviously you like being chaotic, there is a place for this post. Mobo mentioned it up top. Go to the store feedback section and post under that thread, Brian has been providing feedback and individual help. One guy got a refund and his product shipped. Although I can't say you'll get the same there literally is no point of posting here.
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Old December 6th, 2017, 03:13 AM   #43
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Default Re: Snake oil?

I ordered a week and a half ago and haven't gotten any confirmation that the product has been shipped.

Other people are experiencing this? Why are they listing items as in stock if they aren't going to ship them?
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Old December 6th, 2017, 09:52 AM   #44
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Thumbs up Re: Androtics has moved. Some things to keep in mind

VERY QUICK update. We have only been in the shipping and formulation rooms and working on the tickets all day, and haven?t seen updates to any threads here on Pherotalk until now.

Would like to touch upon some issues you all have brought up through your posts in hopes that it will speak to many and benefit others who are waiting patiently. It seems the more we allow more dramatic posts here, the more tickets we start to receive.


Quote:
Originally Posted by wonderdog View Post
I placed an order Oct 28 and keep emailing for updates, trying to be understanding about the move and things getting damaged... keep getting responses that they "haven't touched it yet" I finally said that I wanted to cancel my order and I got a response that at that point they were able to start working on it, I guess because I threatened to cancel. Absolutely confused as to what is going on with my order... very very disappointed and frustrated. still no idea what is going to happen! No communication is very difficult to deal with.
Quite odd timing, I do agree. However let me explain. Shipping team has been primarily focusing on fulfilling orders. Dee has been primarily focused on tickets. Shipping team does not always see a cancellation request sometimes until the order has already passed through our hands.

A number of those happened yesterday (an already chaotic Monday), as shipping and concierge have been trying to keep in sync. Instead of taking valuable time out to backtrack and cancel the order, find it in the ?finished? pile, we decided it may be the best resolution, karmically and pragmatically, to let the user experience the order. Our gift to them.

Quote:
Originally Posted by Broadmoor View Post
I ordered a week and a half ago and haven't gotten any confirmation that the product has been shipped.

Other people are experiencing this? Why are they listing items as in stock if they aren't going to ship them?
To answer your stock question is a complicated one, one that are working to resolve with a coder for our cart.

Shine, for instance, has 1, 2, and 4X, and Stealth, Nude, and Neroli and in both 5 and 30 mL. That is 18 different *actual* products. In the cart?s outdated inventory system, those 18 different products are all Shine. When fulfilling on a normal day, with plenty of stock for all, with low order volume, and several senior staff on hand, that really isn?t that big of a deal.

It?s when the system is stressed by any factor that the system breaks down. What happens when there is an order surge? What happens when half the inventory is spontaneously broken? What happens when half the staff is 500 miles away?

Our current systems can?t do real time inventory, leaving us to use valuable time updating inventory by hand so our remote staff can assist in an accurate fashion.

Said another way, if we have Shine 1X Stealth 5mL in stock, but not Shine 4X Neroli 30mL in stock, and someone wants the latter, the cart is going to let them buy it, because the cart doesn?t know the difference between Shine 1X Stealth and Shine 4X Neroli . It?s all Shine.

Quote:
Originally Posted by michaeltheman View Post
I've made a post there, you think it got approved? No Fucking Pe.
Store Announcements automatically go into moderation. It?s nothing personal.

Quote:
Originally Posted by jamiejean1021 View Post
Bro I placed my order on November 5th and still havent gotten it, but I have been a customer for over 3 years now and have NEVER had problems before. I came to the forums and saw the post that they had moved locations, a lot of their batches went bad due to an incident in the move, and although I too would REALLY like my product to be delivered, I understand that SHIT HAPPENS sometimes. Their great customer service in the past speaks volumes and is why I am not angry about the delay during this time.
We thank you.

Yes. ?It? happens.

Quote:
Originally Posted by Vbjdavis17 View Post
Well I'm only partially complaining. It just seems odd that they went from having no supply of products and not having enough staff to complete orders, to filling and shipping everyone's order (mine included) instantly, literally overnight.

This seems fishy and I'm not totally convinced that we're going to receive a legitimate product. They might've quickly mixed oil, spit and fragrance and called it a day. We'll never know If we're getting the legitimate product.

This is the reason I repeatedly asked for a refund. However, instead of giving me a refund, they shipped the product anyway. Throughout ALL this, they still haven't answered my emails, calls, private messages, etc.. They are still totally unresponsive.
We prioritized and replenished formulations over the weekend to maximize order fulfillment. One formulator and two trainees can do a LOT with two undisturbed days of deep work. No unreasonable expectations of chat or tickets, and no burdens of shipping windows. We are trying to make the best of the limited resources we have.

While it may look like we ?shipped everyone?s order instantly literally overnight?, we didn?t. We simply made a prioritized list of the 30 most impactful formulas to make before leaving the building and focused on it until it was done. And listened to several audiobooks while we focused on the long haul.

We recommend ?The Obstacle is the Way? and ?Periodic Tales?.

Quote:
Originally Posted by happywash View Post
Hi,

I've been reading the below phrase since Octobler 19:

#****** Processing

I have sent several emails, and some have been answered by a fantastic woman (sorry, can't remember the name). The last email she sent asked me to send a screenshot from Paypal showing I paid (which I did). I haven't heard back since.

We are approaching the 2-month mark on the time that I first ordered. I see that some people who ordered a month after I did have already gotten their mones . I have nothing that is custom, just Ammo , TUTH . and IS. That's it.

I know all the troubles you've had, so I haven't been too upset-- growing pains and all. But when others get their packages, though they've ordered over a month after I did, well, it does make me a little upset.

I hope we can resolve this quickly

Order #*******

PS. I had $25 gift cert that i put on an earlier order (#******), but I didn't complete the order. In fact, I wanted to delete the order so I could use the GC, but it wouldn't let me. I was hoping I could get that GC in addition to the GC that was promised to the lateness of my shipping. If you go to Order #******, you'll see that the GC was applied, but the order was not completed. I know this is a lot, but I'm getting slightly annoyed... but I still love the place. : )
We love you too.

Thank you for supplying the order information, and I am sorry we missed it.

We will ensure you will be well taken care of. I?ll have one of our teammates reach out to you in private tomorrow.

Quote:
Originally Posted by michaeltheman View Post
Start the paypal disputes. I did it, and if enough people do it then Paypal will see sometihng is fucking wrong with this company and will ban them from paypal. This should get their asses moving.
Again, we are sorry for any inconvenience. I checked our records and we never did receive the package your customs returned. Unfortunate.

It appears the ticket had been assigned to the customer service lead who had been taken out in the hurricane. Not everyone has visibility on tickets that are solely assigned to one person. She was the one with the access for refunds. This explains the untimely refund request.

Either way, I see you initiated two PayPal refund requests earlier today, one for the order you received and one for the one customs refused. I?ve gone ahead and honored them both, despite not receiving any goods in return.

Your account is now closed. Thank you for participating. I believe a different company may serve your needs better.

Regarding Paypal, we are in very good standing with them and have been a merchant with them for over 15 years. If it is your legitimate attempt to ?ban us from Paypal? with libel or hyperbole in a public forum, then we reserve our right to seek any and all legal remedy in the jurisdiction which you reside.

Of course, michaeltheman, I don?t interpret it this way, I see you as trying to vent your frustration. Understandable. We all have bad days: as I?ve tried to communicate here, we?ve had a few pretty bad days here ourselves. But for all the ?competitors? or nefarious entities who see this as a weakness or opportunity to exploit our longtime business, I?d like to simply mention any harassment will not be tolerated.

I?d like to thank our longtime (and new coming!) supporters for helping out on the forum and providing some cool assurances while we are busy in deep focus making, packing, and shipping. We do appreciate every one of you and are excited to make it a great holiday season.
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Old December 6th, 2017, 07:15 PM   #45
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Default Re: Androtics has moved. Some things to keep in mind

Thanks for the updates Brian!

I too was beginning to wonder what was going on with my order (Sent 20th November; and still processing as of today.), but I like to give you guys the standard '10 Business Days' as we always get told by Dee, Gina or Mickaelia when submitting tickets - I hate sending those things in to you guys, as I know how hard you all work and haven't submitted any tickets thus far, having this thread constantly being updated by yourself!!

For those skeptical ones out there. Yes, all posts in this forum (Store) and some other areas are moderated before being published. Sensitive info such as details about yourself/order numbers etc, get edited out from view of you and others. This isn't AD's attempt to hide things, it's for your own data protection. How would you like it if you posted up you location and some freak of nature used it as means to fraud you, etc? Simply put, you wouldn't, so AD takes that precaution by moderating your posts in certain areas before they go 'Live' to the planet! The journal section is a little different, as guests' can't view there and members need to login to gain access. Not to mention it would probably be a royal headache for anyone to authorise posts for that section as some of us spend more time posting in there, than experiencing the 'real' World by stepping out of the front door.

Also, if you're not from the USA, you may not be aware of their 'holiday' seasons/traditions, which brings things to a stop. America has just had Thanksgiving, which even the couriers stop for the day, nothing gets shipped unless it's in the air already!! I discovered that one with DHL, last year!! On top of that, we're heading for the Christmas holiday period, were the couriers are receiving massive amounts of parcels, again having a disruptive flow on shipments. I experienced that one a couple of years ago, when AD switched to using Fedex and they quite literally held shipments due to backlogs (It was all over the US news channels!!). So yeah, AD moved, things didn't go quite to plan, we're all waiting that little bit longer for our things to come, added to the fact that the US have just had one public holiday and are heading towards another one in weeks to come. Patience and understanding is probably key at this moment in time!

I too like the idea to create a GoFund page for Mickaelia. I can't imagine how she is coping through that devastation?!! I myself experienced the 1987 Hurricane that hit the UK, albeit, I was living in Germany at the time and our military base got hit pretty extensively too - yep, the weather reached us too!! As nut as it may sound, you could set up two pages, one for those that want to donate to the relief effort; and one for Mickaelia and her daughter/family. I think a generator is a must. Living under candlelight is fun for the 1st few hours/days, but after a while, the novelty runs off and all you want is everything to return back to normal again.

Thanks again for the updates, Brian, I'll keep a watchful eye on this post for the next week or so, in the event that I discover there may be a delay in my order moving out of the 'processing' queue. Like I said, I don't want to submit a ticket, what with your team being under stress as it is to fulfill orders.

NH.
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Old December 6th, 2017, 10:20 PM   #46
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Default Re: Androtics has moved. Some things to keep in mind

I have a custom order and it?s taking a long time.

Quote:
Originally Posted by Night_Hawk View Post
Thanks for the updates Brian!
I too was beginning to wonder what was going on with my order (Sent 20th November; and still processing as of today.), but I like to give you guys the standard '10 Business Days' as we always get told by Dee, Gina or Mickaelia when submitting tickets - I hate sending those things in to you guys, as I know how hard you all work and haven't submitted any tickets thus far, having this thread constantly being updated by yourself!!
Thank you, NH. This is appreciated. We hope to get to your bespoke order as soon as possible!

A number of bespoke/custom orders should be processed and created over the weekend, as long as we can keep the incoming requests down to a manageable level.

Custom orders still require a level of precise detail and care. In typical situations the max stated formulation time before shipment is around 10 days, usually closer to less than 5. However, this is a very unique situation. We are looking at completing many of our custom/bespoke order lots over the weekends, when there is no pressure of a shipping cutoff and lower ticket/chat volume. This way, formulators and their trainees can spend the deep focus they need to make excellent product.

If you have a custom order with regular in-stock items as well, and you wish to split the order into two shipments, please contact [email protected] with the subject line: ?Order ID ##### Custom Order Split?, and ID the specific products you would like in each package. A split shipping fee may apply.

Where is the best place to reach you for last minute order changes?

We kindly thank you for being mindful of overcommunicating our limited staff and trainees so everyone in the community can receive their goods.

If it is urgent, like an address/shipping method change or to add a product, please write to [email protected] with the subject line, ?Order ID ##### Urgent Address Change? or ?Urgent Need by Friday? or ?Urgent Add a Product? and list all changes very clearly in your email so we can process it all in one go. :-) If there is *any* back and forth, it adds time.

While we are very happy to hear from you most of the time, the people operating chat are the same people on the shop floor. While you are directly communicating to the person at the warehouse packing your goods, you are also taking away their time from packing other?s orders. It?s fine if you?d like to make last minute changes, we certainly welcome you, however just simply remember you are holding up the line for others. If you need to reach us for any reason, add all the information we need to know in one go so we can do it FAST.

It takes us between 4-16 minutes to pause and update various channels depending on order complexity and number of channels communicated (Zendesk, forum, chat, phone), versus taking us around 1 minute to pack an order. Plus the transaction time of switching windows and switching gears. Ever pick up your phone and a notification or text message knocked you into another direction for 20 minutes before you blankly stare at your phone wondering why you picked it up in the first place? Same thing on the shop floor.

We want to keep our staff and trainees lean, mean, efficiency machines, minimizing any mistaken product pulls, which minimizes unhappy customers and costly reships. It takes a community.

Where can I check to see if my order has shipped?

You can log into your store account, check orders, and see if it is ?Shipped?. If it is still in ?Processing?, we are getting to it as fast as we are able.

At this time, we will let as many automations communicate for us. Keep your eyes peeled for order and shipping notifications. If you get one, it?s going.

During the daytime it is more likely we lean toward shipping any outstanding orders vs pausing the line to personally communicate about them.

I have an package and my tracking ID shows no movement. What now?

Send an email to [email protected] with this subject line:

?Order ID ?######? Stuck DHL/USPS Tracking ID?

That would be most helpful.

Note that if you have a tracking number, it is shipping that day. There are about 5 exceptions to this, which we are tracking down. If you have a tracking number that hasn?t moved, please update [email protected].

International packages with no tracking ID movement:

If it has been less than 48 business hours (including weekends) since your tracking number was issued, your package may be at the station awaiting check in.

Our new location is in a different, smaller market and works differently than our previous, much larger market location in Los Angeles/Beverly Hills. There was much more volume as a whole in the Los Angeles metro region. We are still learning the rhythms of the DHL workflow here. It will only get better with time as we become more established.

While auditing package movement time, we?ve noticed some packages seem to be held at the station without check-in for up to 48 hours before they begin to move. However once they move, they move FAST, as per DHL norm. We are learning how to speed this up.

Most DHL packages will have customs already precleared electronically, to speed it more once it is on its way.

If you have a less than 48 hour old tracking ID, more than likely it has been handed to our local station.

If it is older than that, please send us an email with the subject line ?Order ID #####, Stuck DHL Tracking ID?.

I?ve posted on the forum and it?s in moderation. What now?

We are monitoring this thread for any order mentions. If your post is about a specific order, it?s best to reach out to [email protected] with your order ID in the subject line.

If you?ve posted and it is in moderation and you haven?t yet heard from us, we are dutifully checking on your supplied email address and adding any Processing orders to our queue. We may or may not personally respond back as we?ll be busy packing your order.

The forum will not be as heavily monitored by us at this time - we?ll only be able to check it up to twice a day. Once in the beginning and once at the end, to find any to-do tasks. If you?re stuck in moderation about anything urgent, it?s better to send a ticket first, then a chat if all else fails.

If you?re a nefarious party looking to exploit our diverted attention, we will take swift action. Not cool. This isn?t a platform to air drama, libel, or hyperbole. We?d like to keep a civil conversation here. Anything against the forum TOS will be courteously warned once, then if uncivil activity continues, account closed.

This is a small research operation and we try to maximize our efficiency on a shoestring budget. Much of our budget goes to defending against DDoSes and bot traffic harvesting public posts. In the coming months, we will be closing the forum to the public and keeping only our best users. We would rather focus on the core community of likeminded experimenters than have to deal with repeat offenders.

???-

I hope these have cleared up a few of the most frequently asked questions we?ve seen in both chat and on the forum.
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Old December 7th, 2017, 05:12 AM   #47
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Unhappy Androtics Shipping Time taking long?

Hi, guys haven't been here in a while. So Friday i ordered 3 to gos from androtics with overnight shipping and haven't received a tracking number yet just the conformation that i got that Friday. is this normal?
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Old December 7th, 2017, 06:44 PM   #48
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Default Re: Androtics Shipping Time taking long?

Quote:
Originally Posted by PanchoVilla64 View Post
Hi, guys haven't been here in a while. So Friday i ordered 3 to gos from androtics with overnight shipping and haven't received a tracking number yet just the conformation that i got that Friday. is this normal?
It is at the moment! AD have moved premises; and a lot of their stock got damaged in the transit. As such, they are working to recreate more stock, whilst fulfilling a backlog of orders. My own order is still in the 'processing' stage, but I know that eventually, I'll get it!

Probably best to start at the beginning of this thread and read right up till now, as you'll then have a clearer understanding of what is going on. Obviously, if you still have any concerns, contact the team through the usual Zendesk channel from the main website.


.......Brian, thanks for all that info! I never knew you could request to split orders, that's one for the future I think. I'm not adding any more stress on your team to have my current (small) order split up, I'll happily sit back and wait, now that you've updated us with what is going on. Thank you.

NH.
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Old January 30th, 2018, 11:37 PM   #49
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Default Androtics has moved. Some things to keep in mind

I been away from this site for a while and I see androtics is going to be going away for a while.
I see everything is selling out fast. should I make my last purchases or wait until they come back later this year?
also sorry to hear about the worker who lost her house during the hurricane
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Old January 31st, 2018, 12:22 AM   #50
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Default Re: with androtics going down soon should I make my last orders or wait ?

The androtics retail store (and not the forums) will just be temporarily going down soon so they can catch up on a large backlog of orders from their recent move and upgrade their tech to grow with them before reopening the two new sites so only certain items may be available now for a few more days. They will have a delay of at least a few weeks to ship due to the backlog...

Yes, Mickaela who did the customer service is still not working since the hurricane but is physically ok, and Dee has been doing the customer service instead. So several of us have tried to assist more on the forums just to help out...
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