KeyForge

[crowKAKAWWW]

Any chance the replacement I requested from the February sale was shipped out with the 6/11 package? 

[Sneaky Potato]

When your full time job (as stated here) is making & selling key caps, your followers/consumers should be able to expect their caps in a reasonable time frame.

According to what you said here, the caps are already pre-made 95% of the time:

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Even estimating 100 caps a sale, 1 cap per person (100 individual packages that need to be shipped), there's no reason I can see that you shouldn't be able to bang that out in a week (considering this is a full time job) - so what gives with 2+ months of shipping time?

I myself work a full time job, have a wife, kid, dogs, a house, and hobbies outside of keyboards/keycaps, so I get it, life is busy as ****. But if you're serious about this being full time you shouldn't have problems shipping your sales in a quicker fashion.

When I set a lead time on a sale, it's because that's what works for me during that sale. Some sales have shorter shipping times, others longer. Larger sales generally take me longer to ship out than smaller sales do.

[occddd]

Hmmm. Mine hasn’t been sent yet and I’ve been waiting since July 7 :thinkste: pm incoming


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[Sneaky Potato]

Hmmm. Mine hasn’t been sent yet and I’ve been waiting since July 7 :thinkste: pm incoming


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You got it. I'll get it taken care of today

[occddd]

Hmmm. Mine hasn’t been sent yet and I’ve been waiting since July 7 :thinkste: pm incoming


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You got it. I'll get it taken care of today

Ya! Thanks! Should be my first Keyforge artisan


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[Astrasa]

Did packages get shipped or is it just tracking being provided so far?

[Hedgey]

Just tracking for me.  I received mine on July 7th.  Nothing is actually shipped yet.

[Dennyroxsox]

Same. I received tracking for the 6/11 sale, but no movement. He probably has a big ol' box of them.


I'm still missing a cap from the 5/24 sale(I know at least one other person is as well), but I've seen a lot of people receive theirs. Never got tracking for that or notice it was shipping. I put in a ticket last week, but haven't gotten a response yet.

Edit: They're all shipped, bois!

[broccolidiet]

I got my tracking for the 5/24 sale but it just never moves. The tracking stood on "label created" since 31st May. Been pinging him via email, instagram but no thing actually happens.

Went from exciment to dispointment 

[Midori]

sent an email regarding not getting a tracking number c:

[Sneaky Potato]

I got my tracking for the 5/24 sale but it just never moves. The tracking stood on "label created" since 31st May. Been pinging him via email, instagram but no thing actually happens.

Went from exciment to dispointment 

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I’ll get back to you shortly. I don’t use Instagram DMs much. Thanks for your patience

[ikarus214]

Thanks and looking forward to hearing from you for my replacement as well! We DMed on IG for a few and also PMs here on GH.

[broccolidiet]

I got my tracking for the 5/24 sale but it just never moves. The tracking stood on "label created" since 31st May. Been pinging him via email, instagram but no thing actually happens.

Went from exciment to dispointment 

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I’ll get back to you shortly. I don’t use Instagram DMs much. Thanks for your patience

Thank you! Pming for the email address so you can double check.

[Digitize]

Finally some news. Going to dm you about my 5/24 order.


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[Sneaky Potato]

Good news, everyone.

I found a handful of orders that were "hiding" in Shipstation, under a tab called Awaiting Payment. I have absolutely zero idea why these orders were funneled into that category, as they all are marked as paid in Paypal. It's not something I check regularly, because I don't ever have partially-paid orders.


Most of them were from the last sale (Lord of Cinder, Milkbone, etc), and a couple of them from this most recent sale, which would explain why a few people never received tracking at all, despite my view showing everything as shipped. I'm still trying to figure out a "why", but for now I'm just glad there's a solution.


I will be shipping these out tomorrow afternoon, but I'll be replying to each individual email. I have to mark each of these as paid before they will allow me to ship, so once that's done you'll have tracking.


Those orders aside, if you have a tracking number from the most recent sale, it should be updating soon. I expect all CONUS orders to be in hand by Friday.


I'm still working through tickets (new and old). Once they're all done I'll post an update here on the subject.

[Minterly]

I found a handful of orders that were "hiding" in Shipstation, under a tab called Awaiting Payment. I have absolutely zero idea why these orders were funneled into that category, as they all are marked as paid in Paypal. It's not something I check regularly, because I don't ever have partially-paid orders.

My order had incorrect shipping charged and you had done a partial refund on the shipping, that might be why?

[Sneaky Potato]

I found a handful of orders that were "hiding" in Shipstation, under a tab called Awaiting Payment. I have absolutely zero idea why these orders were funneled into that category, as they all are marked as paid in Paypal. It's not something I check regularly, because I don't ever have partially-paid orders.

My order had incorrect shipping charged and you had done a partial refund on the shipping, that might be why?

I think you’re right!

[wcmbk]

Just sent you an email about a package that got returned to you!

[mone]

I just created a new account for this. I haven’t received a shipping notice from the very last sale and I didn’t need to get a refund. I’ll pm you.

[Sneaky Potato]

I just created a new account for this. I haven’t received a shipping notice from the very last sale and I didn’t need to get a refund. I’ll pm you.

Great, thank you!

[Digitize]

I found a handful of orders that were "hiding" in Shipstation, under a tab called Awaiting Payment. I have absolutely zero idea why these orders were funneled into that category, as they all are marked as paid in Paypal. It's not something I check regularly, because I don't ever have partially-paid orders.

My order had incorrect shipping charged and you had done a partial refund on the shipping, that might be why?

I think you’re right!

I think so too as I was in that similar scenario. So so happy now. Patiently waiting for package to arrive.


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[mone]

I just created a new account for this. I haven’t received a shipping notice from the very last sale and I didn’t need to get a refund. I’ll pm you.

Great, thank you!

Any updates?

[crowKAKAWWW]

Was wondering about mine as well, been waiting since February and hoping to get a resolution soon! 

[Sneaky Potato]

Getting there guys, just working my way through everything

[KingzandBean]

Getting there guys, just working my way through everything

<3 lurve u

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[roostrc0gburn]

Getting there guys, just working my way through everything

hey kyle, could you please ship that artisan case for me too?
<3

[Sneaky Potato]

Getting there guys, just working my way through everything

hey kyle, could you please ship that artisan case for me too?
<3

No problem, I’ll have it out ASAP today. Thanks for waiting! I’ll reach out with confirmation.

[HotRoderX]

Sneaky I sent you a PM.

[Hedgey]

Hey Man,

I think you gave me the wrong tracking information.  I live in GA and currently the package is at Elk Grove Village in Chicago.  Supposed to be delivered tomorrow.

Thanks

[stuey138]

Hey Man,

I think you gave me the wrong tracking information.  I live in GA and currently the package is at Elk Grove Village in Chicago.  Supposed to be delivered tomorrow.

Thanks

I'm pretty sure that location is a hub for USPS so don't worry too much, the package is going in the right direction from Utah and will probably fly out tonight to GA

[shabarhagen]

Hello KeyForge,
I received the package from 5/24 sales and had to pay extra $25 import tax over $75 value price that you put on the shipping label. I remember the last time I won raffle from KF and did not have to pay any extra tax for the package. Does anyone else have the same situation?

[Hedgey]

Hey Man,

I think you gave me the wrong tracking information.  I live in GA and currently the package is at Elk Grove Village in Chicago.  Supposed to be delivered tomorrow.

Thanks

I'm pretty sure that location is a hub for USPS so don't worry too much, the package is going in the right direction from Utah and will probably fly out tonight to GA

Someone else said they have theirs sent there tonight too.  Usually it comes to Metro Atlanta Distribution first lol.

[dnmtbr]

I still don't have tracking from the 6/11 sale 

I sent you an email with the invoice number.

[Sneaky Potato]

I still don't have tracking from the 6/11 sale 

I sent you an email with the invoice number.

Thanks, I’ll check it out right now and figure out what happened. Regardless we’ll get a package sent out ASAP. Thanks for your patience.

[Hongook]

Are PMs and emails still being sorted through? Been a while since our last correspondence so wanted to double check it didn’t get lost in the void. Thanks!


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[Sneaky Potato]

Are PMs and emails still being sorted through? Been a while since our last correspondence so wanted to double check it didn’t get lost in the void. Thanks!


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Still being sorted through. I should be finished by tomorrow evening, I’m mostly doing that for the rest of today.

I’ll post here once I’ve responded to all known requests.

[Hongook]

Works for me, much appreciated!

[Sneaky Potato]

Alright guys, I made some changes that will hopefully help smooth out some of the post-sale issues.


First, I've created a google form that is specifically for Lost Orders/No Tracking/Etc, in order to stay as organized as possible with these requests. I'm going to also put this on the website, since the majority of people who enter the sales aren't on GH. Keeping requests organized across GH, reddit, discord, etc can be maddening, and it's even more frustrating for you guys when I'm not able to respond quickly. Keeping them all in one place will allow me to fix them as they come in, rather than sorting through the dozens of emails and inquiries I get a day that are not related to orders at all.


If you want to help me get remaining issues fixed today and tomorrow, please fill out the form and I'll get back to you within 24 hours of submission. I will be up very late tonight sorting out any order issues that come in, and hopefully we'll have Inbox Zero by tomorrow. Once your order issue has been resolved, you will receive a follow-up email to confirm that you've been taken care of. If you haven't yet received a response from me on something, please add your information to this form.


Form Link: https://forms.gle/LffPyNoBuQydoZYY6


Second, I have hired on a Support rep, who will be responsible for handling this list and all Tier 1 support issues, starting next week. Once I get him up and running, I will introduce him here. He will be checking this list daily.


Finally, I'm sorry for the numerous order issues that you guys have been so patient with. Understand that while I can be a lazy and sometimes incompetent, I love this community and this work. I don't have a team of MBAs working with me, I don't have a suite of software to measure metrics and some grand marketing plan. Most of this **** is trial and error, and I'll be the first to admit that it can sometimes seem like it's only a steady stream of error and no trials. While I'm lucky that you guys stick around to let me fix mistakes, I realize that shipping and order issues are definitely holding me back as my sales get larger to accomodate the ever-growing base of people just like you.


Once I get the new hire up and running, I will set a SLA on responses and completely refund shipping when orders are not received due to my error. I plan on doing this either at the end of this month, or the first week of August. Once it is in place, I will add the details to my website and outline them here.


I will be revisiting this goal after the next sale, and I'm going to do my best to make sure the news is great.

[Midori]

Alright guys, I made some changes that will hopefully help smooth out some of the post-sale issues.


First, I've created a google form that is specifically for Lost Orders/No Tracking/Etc, in order to stay as organized as possible with these requests. I'm going to also put this on the website, since the majority of people who enter the sales aren't on GH. Keeping requests organized across GH, reddit, discord, etc can be maddening, and it's even more frustrating for you guys when I'm not able to respond quickly. Keeping them all in one place will allow me to fix them as they come in, rather than sorting through the dozens of emails and inquiries I get a day that are not related to orders at all.


If you want to help me get remaining issues fixed today and tomorrow, please fill out the form and I'll get back to you within 24 hours of submission. I will be up very late tonight sorting out any order issues that come in, and hopefully we'll have Inbox Zero by tomorrow. Once your order issue has been resolved, you will receive a follow-up email to confirm that you've been taken care of. If you haven't yet received a response from me on something, please add your information to this form.


Form Link: https://forms.gle/LffPyNoBuQydoZYY6


Second, I have hired on a Support rep, who will be responsible for handling this list and all Tier 1 support issues, starting next week. Once I get him up and running, I will introduce him here. He will be checking this list daily.


Finally, I'm sorry for the numerous order issues that you guys have been so patient with. Understand that while I can be a lazy and sometimes incompetent, I love this community and this work. I don't have a team of MBAs working with me, I don't have a suite of software to measure metrics and some grand marketing plan. Most of this **** is trial and error, and I'll be the first to admit that it can sometimes seem like it's only a steady stream of error and no trials. While I'm lucky that you guys stick around to let me fix mistakes, I realize that shipping and order issues are definitely holding me back as my sales get larger to accomodate the ever-growing base of people just like you.


Once I get the new hire up and running, I will set a SLA on responses and completely refund shipping when orders are not received due to my error. I plan on doing this either at the end of this month, or the first week of August. Once it is in place, I will add the details to my website and outline them here.


I will be revisiting this goal after the next sale, and I'm going to do my best to make sure the news is great.

Glad you're working on streamlining the process! Submitted a form, looking forward to a response. 

[crowKAKAWWW]

Good news all around! Knowing when to scale is tough for self-run businesses, and I'm glad to hear you're in a position to make that happen.

[mone]

Filled out the form. Hope to hear from you soon!

[Hedgey]

Was hoping for the other sculpt  ) but I'll be damned if this isn't a perfect color match!  Thanks again Kyle!!

[dnmtbr]

I filled out the form last night, but I'm kind of concerned that your emails are not getting through to me or something.

[Sneaky Potato]

I filled out the form last night, but I'm kind of concerned that your emails are not getting through to me or something.

Again, I’ll post here when everything has been sorted through. I’m about 3/4ths the way through the list, you’ll be hearing from me soon.

[Sneaky Potato]

All form responses have been replied to. I will continue to check those daily. If anybody has other issues, please submit them in the form so I can keep track of them.

I will be changing the form to no longer require a sign-in, so the same person can submit multiple tickets if needed.

[potatobot]

All form responses have been replied to. I will continue to check those daily. If anybody has other issues, please submit them in the form so I can keep track of them.

I will be changing the form to no longer require a sign-in, so the same person can submit multiple tickets if needed.

i havent received any replies to the form i submitted to. this is re: shipment that hasnt move since you gave me a tracking no.

[Sneaky Potato]

All form responses have been replied to. I will continue to check those daily. If anybody has other issues, please submit them in the form so I can keep track of them.

I will be changing the form to no longer require a sign-in, so the same person can submit multiple tickets if needed.

i havent received any replies to the form i submitted to. this is re: shipment that hasnt move since you gave me a tracking no.

I’ll look at it shortly. I’m at a family reunion today so I’ll be slower on responses today until this evening.

[Sneaky Potato]

Now looking at some of the responses from over the weekend, I'll be responding soon. Thanks!

[KumaKurita]

I am Order #5510

I have emailed you twice (once to kyle@keyforge.com and a second time to support@keyforge.com) and I have DM'd you twice on Instagram, and filled out two Google Forms concerning my order.

I saw that other people have either already received their keycaps or received their Tracking Number. However, I have not received a tracking number or the keycap in the mail and I have been wanting to know what's going on?

Thank you for your time, I hope you can get back to me.

[mankikami]

I am Order #5510

I have emailed you twice (once to kyle@keyforge.com and a second time to support@keyforge.com) and I have DM'd you twice on Instagram, and filled out two Google Forms concerning my order.

I saw that other people have either already received their keycaps or received their Tracking Number. However, I have not received a tracking number or the keycap in the mail and I have been wanting to know what's going on?

Thank you for your time, I hope you can get back to me.

Went through the same process as him week ago but still haven't received tracking number  could you please check my order #5557 as well. Thanks