Author Topic: RESOLVED: Cundco problems (Read 21306 times)

AlbinoAsian · « **on:** February 25, 2013, 05:42:43 AM »

RESOLVED
27-02-2013 EDIT: The problem has now been resolved. I was a little worried because of the lack of reply from Cundco's end, but understand that circumstances were difficult for the one person running the online shop. I believe the goods to be on the way, and I'm happy to recommend Cundco to my fellow Carcassonne fans.

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Hi friends,

I'm having some problems getting Cundco to respond to my emails with an update as to the status of my order.

1) I ordered and paid for a decent sized order around the 20th of January.

2) On the 24 January they sent me this email indicating everything was ready to be sent

Quote

we've received your payment and your order is ready to go.
But for parcel deliveries out of the EU, we need a telephone number for the customs documents.
Please send us yours, many thanks.

3) I promptly replied to them with my phone number.

4) Then on the 5 February I sent them another email to find out the latest status of my order

5) They replied on the 7 February suggesting they were still waiting for my phone number

Quote

we are still waiting for the telephone number from you. without that, we are not able to sent it.

6) I then sent my phone number two more times on the 7th and on the 8th of February thinking it would be sorted.

7) I have subsequently sent them 2 more emails asking for an indication of where the order is at, but no one has replied.

As you can imagine I'm starting to get quite annoyed

. I don't mind waiting for a product, but missing emails I've sent to them and not replying to them is not professional at all. Could someone please advise me as to what I should do.

Thanks

Linkback: https://www.carcassonnecentral.com/community/index.php?topic=128.0

Hans im Glück · « **Reply #1 on:** February 25, 2013, 06:34:18 AM »

Dear Albino Asian,

we're shocked to hear your story. Please note that "Carcassonne und Co" is not the same company as "Hans im Glück". So we can not tell you what went wrong. "Carcassonne und Co" is run by one person, as a "spare time project". So it is obvious that something can go wrong sometimes. But we assure everybody that the shop "Carcassonne & Co" is trustworthy and tries to handle every complaint in a customer-friendly way.

A few general rules if you want to contact the Shop www.cundco.de:
1. Please do not call or write to Hans im Glück.
2. The best way to contact the shop is via email at service@cundco.de
3. Please always include your customer number and your order number (Bestellnummer)
4. Sometimes, you will need to wait for an answer for more than a week (The guy at cundco can be sick, on holidays and so on...)

Everything should go well if you follow these rules.

AlbinoAsian · « **Reply #2 on:** February 25, 2013, 06:48:08 AM »

Hans im Glück,

I'm very appreciative for your reply
I have been following steps 1-4. So I guess I will just wait some more.

Amorpheus · « **Reply #3 on:** February 25, 2013, 09:17:07 AM »

I live in the US, have made 3 separate orders through cundco.de, and have had only excellent experiences with them. Moritz Brunnhofer, who I assume is the one person HiG referred to above, is even able to communicate with me in English, which is much appreciated. I don't believe I had to wait more than a week to hear back from any emails I sent to him. Hopefully this is just an isolated occurrence and that you receive your goods soon.

Scott · « **Reply #4 on:** February 25, 2013, 10:06:41 AM »

I've also had good experience with Cundco each time.

Carcking · « **Reply #5 on:** February 25, 2013, 10:49:11 AM »

Quote from: AlbinoAsian on February 25, 2013, 06:48:08 AM

Hans im Glück,

I'm very appreciative for your reply
I have been following steps 1-4. So I guess I will just wait some more.

It seems that a good possibility, given all you have explained, is that they are not receiving your emails. Perhaps they are going to Junk or Spam and so they are unaware that you responded to them or that you are trying to contact them. They may be still waiting honestly for your phone number. I would think a phone call from you would be in order at this point.

Khonnor · « **Reply #6 on:** February 25, 2013, 03:16:19 PM »

I wonder though, why they would need a phone number?

AlbinoAsian · « **Reply #7 on:** February 25, 2013, 04:37:12 PM »

Carcking,

I did wonder the same, but they got my emails earlier and replied at least 3 times (including when I ordered goods)

Inconvenient as it is from here, but a phone call is all I can do.

Scott · « **Reply #8 on:** February 25, 2013, 05:00:58 PM »

Your phone number is required for customs purposes. Last time I ordered from Cundco, I did receive a phone call from the customs broker asking for my credit card number so that they could process the brokerage fees. This can be handy if paying cash on delivery is inconvenient for you. The best is when a company collects brokerage when you place the order and then refunds any excess back to you. Failing that, I prefer cash on delivery only because I don't like giving my credit card number over the phone.

AlbinoAsian · « **Reply #9 on:** February 26, 2013, 12:14:35 AM »

If someone who has had success emailing them, is able to email them on my behalf it would be greatly appreciated

Carcking · « **Reply #10 on:** February 26, 2013, 06:06:54 AM »

Quote from: AlbinoAsian on February 26, 2013, 12:14:35 AM

If someone who has had success emailing them, is able to email them on my behalf it would be greatly appreciated

I recently purchased from them in January. I will send an email to Moritz on your behalf and we'll see if he can respond.

AlbinoAsian · « **Reply #11 on:** February 26, 2013, 08:25:48 AM »

Quote from: Carcking on February 26, 2013, 06:06:54 AM

Quote from: AlbinoAsian on February 26, 2013, 12:14:35 AM
If someone who has had success emailing them, is able to email them on my behalf it would be greatly appreciated

I recently purchased from them in January. I will send an email to Moritz on your behalf and we'll see if he can respond.

Thanks very much.
I'll send you an email with my order number etc.

Carcking · « **Reply #12 on:** February 26, 2013, 10:28:22 AM »

I just got a reply from Moritz stating his apologies - they have had a sickness and he has been travelling so they got a bit behind. He says he had been receiving your emails and that your order is on track - it has already been shipped. He thanked me for the communication.

AlbinoAsian · « **Reply #13 on:** February 26, 2013, 04:15:18 PM »

Quote from: Carcking on February 26, 2013, 10:28:22 AM

I just got a reply from Moritz stating his apologies - they have had a sickness and he has been travelling so they got a bit behind. He says he had been receiving your emails and that your order is on track - it has already been shipped. He thanked me for the communication.

Thanks for that. I also just received an email stating the same. I'm sorry to hear he was sick, but glad to hear that things are back on track.