Carcassonne Central
Carc Central Community => General => Topic started by: gustavosaboia114carc on June 02, 2021, 10:31:58 AM
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Hey guys! Has anyone heard from CundCo recently? I made a large purchase there (7 mini-expansion) and paid via credit paypal on 18/05. Since then, my order is listed as "Clarification Needed" and the DHL tracking doesn't update.
I've sent 2 emails asking if I have to do something, the first on 24/05 and then on 28/05, but they won't answer me (my mail tracker says they've read it a couple times, but did not reply).
It's my first time buying on CundCo and I'm getting really worried, since it's been more than 10 working days now. (I live in Brazil, so the order is due in 10-25 working days).
Do you guys have any tips for me to deal with them?
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Hi gustavosaboia114carc,
Welcome to the forum!
Sorry to hear your order is late. Is the order stuckat Speyer? I've had experiences that the order was stuck there for ages although the shipping is actually progressing. So sometimes the tracking is not very helpful when there is an international "handover."
Besides that, it may also be delayed at customs.
Currently HiG is involved in the release of the 20th Anniversaty Edition so that's why thery are not so responsive this days.
I had some issues with some of my orders in the past and they solved the issues without any problems: missing items by error, for example...
So in any case, you'll receive your order for sure. HiG are serious people. It may be delayed and, if any issue arises, they will be very happy to help.
Hope you receive your order soon. I know you must be impatient... We always are with our orders... ;)
Cheers!
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Welcome to the forum. Sorry to hear you've had a difficult time receiving your order from Cundco. Transatlantic shipping seems to be very chaotic at the moment. Some members from South America may be able to give a better idea for a schedule. I know someone in the USA had to wait about 3 months!
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I placed an order last year that never arrived, probably lost at customs. Emailed them twice months ago and got no answers.
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There are different categories of problems.
Cundco is responsible for missing article, wrong article, or anything happening before the order's shipped, and they usually correct fairly such errors.
Shipping lost is... Well... Nobody's problem if it wasn't a registered shipment, that's probably part of the terms nobody ever reads when making an order.
But it's the dispatch service's problem if it was a registered shipment. Cundco has to contact the dispatch service to get a reimbursement and ship again the whole order, but this is often very long to deal with the dispatch services.
Customs problems are to be dealt by Cundco if it's the German customs that are blocking the order. But if it's the destination country's customs that are blocking the shipment, then it's our job to deal with our customs. Cundco has nothing to do with that (except to join a correct custom declaration to the shipment, which they always do).
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Hey guys! Thanks for the replies!
I think it hasn't even been shipped yet! The tracker says "Order data transmitted electronically" and the status on CundCo isn't "shipped" yet, it's marked "Clarification needed" instead. I'm okay with waiting as long as it's moving/stuck in customs, but I think it's not even started... :/
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Anyone having luck with Cundco replying to their emails? I still haven't received my order from early May with the Gingerbread Man and the newest Carc expansion (and a few other small items). They don't respond to my emails and warn that follow-up emails will bump you to the bottom of the queue. Any advice? I'd like to play the new promo sometime this year! I've already received three other parcels from Europe that I ordered throughout June, including one on June 30!
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No luck for me either this time!
I placed an order for the 20th Anniversary Edition and several spare tiles and they made a mistake with one. I also wrote to them about the ripples on the boxes I got and one sunken corner due to a blow/fall of the box in origin.
No reply since Jun 15th... I tried again on Jun 29th... Not a sound either :(
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Waiting for cundco news too :(
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A couple weeks ago they replied the email I sent two months ago.
Too much work for them I guess.
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I talked to an HiG representative on Discord. He told me that they are currently a bit overwhelmed but new people are joining their team, so things should be back to normal soon.
Hope everything gets on track in no time.
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I just got word from HiG.
They let me know they will send me the missing spare tile in my order and will also send new boxes to replace the defective 20th Anniversary Edition ones I got. ;D
Anyone expecting any news from them got a reply already?
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Got a reply late last night that basically said shipping is chaotic and everything is being sent via ships so I’ve just gotta wait. They didn’t give an estimate and didn’t tell me how long to wait until I contact them again. It’s one of the least helpful email exchanges I’ve ever had with them, and I’ve had many.
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not to be pessimistic but i ordered like 10 mini expansions since november 23th 2020 and on june 4 2021 they had to send my order again because they think there was a problem, they answered my last email saying that packages and letters to latinamerica are arriving within 6 months :(. At this moment i have not received my package yet so im just being very very patient :'(
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not to be pessimistic but i ordered like 10 mini expansions since november 23th 2020 and on june 4 2021 they had to send my order again because they think there was a problem, they answered my last email saying that packages and letters to latinamerica are arriving within 6 months :(. At this moment i have not received my package yet so im just being very very patient :'(
That is being very patient indeed.. good luck, hope it arrives soon!
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I should count my blessings. After some initial hiccups in the early part of this year, I have received three parcels from them this year, and they tend to be satisfactorily responsive to my emails. - :pink-meeple:
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To necro an old post, CundCo messed up my order, asked me for a clarification, and then promptly has not done anything with my response.
I placed an order the morning of November 29, within an hour of the Spiel '21 tile becoming available. Two weeks later, I received an email stating that they couldn't find my address and didn't know what figure I had requested with the order. For the record, of course they had my address since it was required to calculate shipping, and both that and the figure that I ordered (a pink abbot) were clearly visible on the receipt that I received from them for my order. The customer service person (Simone) had cancelled my order (twice for some reason) and placed the exact same order, erasing the clarifications that were on the original. So what I suspect is that this person accidentally deleting my order, but somehow knew the line-level entries in it so was able to redo it, but then they realized that I had ordered a replacement figure and that my address was now missing, so they cancelled that order too and reopened a new "open" order so that they could insert the missing information. So I don't know what is happening at CundCo, but somebody clearly doesn't know how their systems work.
In any case, I replied with the clarifications within two hours and that is where my order now sits on the website: Order status: "Clarification needed". I never received a reply from Simone thanking me for providing the information and I don't have a clue if it's been shipped, is still waiting for someone to fulfil, or if it is stuck in some other place in the processing order. It's very frustrating.
The hopeful news for me is that the Spiel '21 tile is still listed as a part of the order, but I know others have been deprived a Spiel tile when their order got screwed up so I *really* hope that doesn't happen to me. 75% of the reason I place an order this time of year for this many things is to qualify for that tile, so not getting it would be a slap in the face and I would not let the matter drop quietly. I have collected every single Spiel tile faithfully since 2014, sometimes buying many more things than I wanted or intended, so I am hoping for a Yuletide miracle that this package arrives with the tile included whenever it gets here.
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Did you try to call them on the phone? I had an order dangling there for months (replacement boxes for the two defective 20th Anniversary Edition I got from them + one spare tile they kept sending mistakenly after months). After not much feedback for months and multiple email exchanges (with corrections), I got a confirmation email from Simone saying they were shipping the replacement box and yadda yadda yadda)... This happened while getting back home, so I called Cundco directly right on the spot and asked for Simone (not suprised when the guy picking up the phone didn't understand me when I said "May I speak to Simone, please?" but I finally got through). So finally, I told her I was expecting two boxes... Issue: They only had one left, so I accepted a full box and a lid... Better that being waiting again for months...
So if possible, I would recommend to call her directly and try to make things straight... As least you would get her attention and try to solve the issue and verify your Spiel '21 tile is in included the order. They should have some around... If I'm not wrong, they were giving away some of them during the Twitch event (hope I got this right :o).
Here is their phone number just in case: +49 89 36004297
Best of lucks!
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Good luck Whaleyland, I hope your order is not too disrupted.
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Hi Whaleyard, since yesterday the CundCo shop is more or less on holidays until 6th of January, meaning they start again on 10th.
So don't be too discouraged if during this time you will not be able to get hold of anybody... :(
But unfortunately I had problems, too, lately during the advent sale. For 2 different problems we have written but never got any reply...
It's really a strange way of behaving with customers...
Meepledrone's advice to try to get them on the phone is a very good idea. I called some time ago for another problem but nobody answered and I did not leave a message and then 1 hour later I had a call back from somebody - and I even think it was Moritz - but I did not realize at the time... :)
Good Luck!
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I have an outstanding Cundco issue of being overcharged by around €12 on postage for an order that included the new mini-expansion prior to them fixing it’s postage cost.. also during the recent advent sale.
They responded to my email on the day saying that the issue had been resolved and I could place the order again. I replied asking if my original order would be cancelled and got a response later (after the ‘21 tile sold out, maybe even day or so later) to say that my order had been shipped. The overcharge for shipping was not addressed so I need to get in touch with them after the break too.
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There was something wrong with the configuration of the shipping costs for the Signposts... I call them and they corrected it on the fly, but all the previous orders kept the configuration order, including mine.
So in my case, the shipping costs were those for a box as if full of stuff, but it actually contained only few items that could have fitted in an envelope most likely. The box was full of paper to keep the few mini expansions at the bottom of the box. :o
All in all, even if the shipping costs were an overkill like in my case, these are the ones corresponding to the shipping method used, unnecessary in most cases I may assume. So I don't think CundCo will return any money for this... They actually spent it even if it wasn't the most suitable shipping method for a bunch of orders... :-\
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This is exactly what happened to me, too.
I was also concerned with the wrong shipping costs (so this concerned not only international but all customers since I am in Germany, even in Munich ;)).
I paid for a parcel something which could have fitted into an envelope and which was sent by an envelope!. So, obviously, upon reception, I checked and yes, it was send as parcel so, like Meepledrone, I could not insist with CundCo for a return because they actually paid the money. And in addition there was tracking on the parcel so I knew when it was going to arrive :)
But still, its not ok that they never replied to my email!
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Wow, then I was a lucky guy… These things are very sad…
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There was something wrong with the configuration of the shipping costs for the Signposts... I call them and they corrected it on the fly, but all the previous orders kept the configuration order, including mine.
So in my case, the shipping costs were those for a box as if full of stuff, but it actually contained only few items that could have fitted in an envelope most likely. The box was full of paper to keep the few mini expansions at the bottom of the box. :o
All in all, even if the shipping costs were an overkill like in my case, these are the ones corresponding to the shipping method used, unnecessary in most cases I may assume. So I don't think CundCo will return any money for this... They actually spent it even if it wasn't the most suitable shipping method for a bunch of orders... :-\
I get what you are saying, and yes mine also arrived unnecessarily in a box full of paper, however the fault was their’s and they were made aware of the issue before they shipped the boxes.
They even suggested I redo the order after they fixed the website, without any information on what would happen to the original order (it seems I’d have just got charged for both, given that they shipped it anyway)
I don’t feel a credit note is too much to ask under the circumstances.
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I'm locking this topic. Sometimes Cundco answers sometimes rhey didn't. Sometimes you order international packet shipping, sometimes you don't. Carcassonne Central is in no way affiliated with HiG or Cundco, so we're not going to be able to do anything about it.