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ThinkGeek Holiday Giftcade

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More ThinkGeek
Dec
19
2014

Our First Steps to Make Things Right

To our Friends, both old and new:

It's the holiday season and for many of you that means ordering gifts for yourselves and others. A great many of you have already received your orders from ThinkGeek and we hope that you enjoy them. That said, we also understand that there are those of you who have had issues and we want to take a moment to address them and let you know we're doing everything we can to make things right.

If you have received an item that is either incorrect or broken - Our resolution team would like you to contact them at tgholiday@thinkgeek.com. Please provide your name and order number in your email.

If your order is showing as shipped, but hasn't arrived or you haven't received a shipping notification - We recognize the urgency of the holiday season and are still working on shipping from our warehouse as quickly and efficiently as possible. Customers who were impacted by an issue we recently discovered were contacted already and we will resolve the status of their orders within the next 24 hours. If you need to make a change to your shipping information because of timing or travel plans, please contact us at with your name, order number and request at tgholiday@thinkgeek.com.

For those of you who have tried to contact customer service and experienced egregious wait times - we sincerely apologize. The above listed email (tgholiday@thinkgeek.com) exists outside of our standard customer service queue and goes directly to our escalation team. Our customer service management here at ThinkGeek HQ will contact you with a resolution within 24 hours.

In the end, we want to work with you to come to a solution that works best for you. If you have been affected by any of the challenges above, please contact us as soon as possible with your order number so that we may have the opportunity to make it right.

We know that this doesn't fix everything, but it is the first step in our plan prove to you that we are still the company that you trust us to be.

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Comments

meaningless icon! Thank you so much for making an effort to let us know what's going on. I was a little worried about getting my packages on time, but I truly appreciate you giving us all other options should we need them. Thanks!
PostItChild said this 715 days ago.
meaningless icon! What if our issue isn't that major? There are likely people with CS needs far more urgent than mine - and I realize it's the insane season, so I was happy to just wait. Should I still contact the address above, or sit tight until the more pressing needs are met? Ever the patient and polite Canadian, Kimli
DeeAy said this 715 days ago.
meaningless icon! Agreed! You guys are da bomb! I haven't had any issues this xmas, but have with a previous order. You always go above and beyond to make things right! Please keep up the good work!
MissBlueberry said this 715 days ago.
meaningless icon! Several days ago you posted something similar and said contact you at a specific email address and promised contact with 48 hrs. Well I did and you didn't. But you did send a survey asking how you did. BADDDDD. Worst CS ever. Since I cannot reach you for a return of defective product I guess i will have to eat the cost. You have lost me as a customer.
MADASHELL said this 715 days ago.
meaningless icon! @Kimli -- If you can, please try contacting our CS through our regular outlets (quickest way would be to call us at 703-293-6299), but if you run into any problems at all and it becomes more urgent, then please try to shoot us an email to the one provided in this post. Thank you!
KnivesC said this 715 days ago.
meaningless icon! @MADASHELL -- We're really sorry you have not heard back yet. :/ Please, if you can, try emailing us again at tgholiday@thinkgeek.com with your name and order number, and our escalation team will look into this as soon as they can. Again, we're very, very sorry about this!
KnivesC said this 715 days ago.
meaningless icon! Your service is tanking fast... As someone who used to spend a ridiculous amount of money last year, because of these issued I stopped purchasing from you. I sampled again this season and it is worse than ever... No More....
SamLeeHillNC said this 715 days ago.
meaningless icon! Worst CS ever? Really? Not a Comcast customer huh? Well thank goodness MADASHELL. Less people like you means ... well less people like you. I've been a TG customer for years now and even though my wallet may tell tales of abuse I can honestly say that TG has no peer in quality and selection of products. Sure, there have been a few cases where the ball was dropped, but everyone has a rough time once in a while. 8 times out of 10 TG delivers and does the best to make up when they can't. This proactive post is the kind of thing I love about TG - they're up front and show they care. So I'll continue to be a patron of TG and tell everyone I know. Good luck finding this kind of stuff anywhere else!
wusha said this 715 days ago.
meaningless icon! I placed an order last night, I realized that i had entered the wrong name on credit card portion. I had no way of cancelling it because immediately after placing it it was already in the processing field somehow. I contacted the cs and was told that she would delete/cancel the order and to go ahead and place another order. I did because she assured me that it would be cancelled. Except now I have two tracking numbers...for two orders..for duplicates of what I've ordered. I've been thrown back into the que every time I've explained my problem and irritation. If I do receive the second I will hope there is no issue getting a refund for a duplicate order that I tried to cancel since I've placed it at 11:30pm last night! ;/ And I've paid for expedited shipping now doubly...wtf
Azeral said this 715 days ago.
meaningless icon! working in customer service myself I know how tough this time can be. I know some people posting in here with their frustrations are just trying to let thinkgeek know that they're having problems. If they choose not to be a customer after that we should just let them go and not give them a hard time. Personally the very few times I've had issues with an order the customer service has been more than excellent and they have done their best to bend over backwards and take care of me. My most recent orders have been delivered a few days before they said they would arrive. Sometimes even the next day when I paid for normal shipping.I tried to judge a company not if they make mistakes, because eventually everyone does, but what they do about it when there is an issue and they know about it. If you don't give them a chance to make it right they never can. If you give them a chance and they fail then definitely take your business elsewhere. ThinkGeek are in my business over the years and until they give me a reason not to they will continue to have me as a happy and loyal customer for years to come.
Knowbuddies said this 714 days ago.
meaningless icon! As someone who works as tech support for a big company with a fruit logo, I appreciate your effort to make this right. Thank you! No one wants problems to happen, no one wants customers to be disappointed.
wyldhare said this 714 days ago.
meaningless icon! Well to everyone who is complaining , bahumbug. To the ThinkGeek staff... Thank you for your staff, their efforts, and Merry Christmas to all
mmlabelle said this 713 days ago.
meaningless icon! Chill out people. No one is perfect. Everyone has a bad day. In my experience whenever something's not right TG goes above and beyond to fix it. They are always friendly and do their best to make you happy. They are only human after all so give them a break. much <3 TG keep up the awesome!
Madam Bunny said this 713 days ago.
meaningless icon! They have always went above and beyond when things were stolen or damage they have always been on their A game I hope my stuff gets here eventually, but I never blame them hey things get busy and crazy during the holidays. They always make things right and that's why I spend all my money here!
Andi711 said this 713 days ago.
meaningless icon! You didn't ship me 17/18 items that I ordered and yet I was charged customs for all 18 items based on the packing slip you gave UPS. Your live chat agent just kept telling me there was nothing they could do. And now 4 days before Christmas I am down $40 for customs and have no gifts. This was hands down my worst customer service experience ever.
CherryBear said this 713 days ago.
meaningless icon! I would email the address above, but I'm perversely curious how long it will take to get an answer to my email to complaintsdepartment@thinkgeek.com (currently at 71.5 hours)
stebu said this 713 days ago.
meaningless icon! You guys completed screwed my order up. I have literally never had an experience this bad with an online retailer. What bottom barrel firm did you outsource your shipping management to?
hiddenmovement said this 713 days ago.
meaningless icon! i got the wrong item shipped and sent an email to let them know. I got an automated reply and later that day was told a new order has been raised for me for a replacement item. 2 days later, I get an email saying there is no stock of the item and I haven't been charged the $0, greaat.. So, I still have the wrong item and now TG's systems think everything is fine and I have to start again. This is not so much bad CS as really bad logic in the process, but feel the same at the end of the day.
bunj said this 712 days ago.
meaningless icon! I never received my order! I understand it's a busy time of year and the influx of orders is overwhelming, but this is unacceptable as a customer who has been waiting! The guarantee to have the orders delivered is such false advertisement. My tracking # says the package has been sent and delivered and yet I have not received anything. I am patiently awaiting a Christmas miracle......
b3rry13 said this 712 days ago.
meaningless icon! Ordered 12/2, "shipped" 12/10, two hours until 12/23 and no items, no responses, no refunded monies, nothing. Really bad, you guys. Disappointed beyond belief.
TheOtherCrusherSon said this 711 days ago.
meaningless icon! "Customers who were impacted by an issue we recently discovered were contacted already and we will resolve the status of their orders within the next 24 hours." I was never notified. Had they notified me 4 days ago when this post was made, I would have had time to make other arrangements. Then, when I checked on my order with think geek, I was instructed to email another email address to resolve the issue (instead of having my concerns forwarded for me). Not great customer service. I agree with Knowbuddies above. My estimation of a company is how they treat you once they already have your money and realize they screwed up. Not notifying me was the first failure. Shuffling me around is the second.
sputnam said this 711 days ago.
meaningless icon! What Sputnam said is exactly what I was going to say: ""Customers who were impacted by an issue we recently discovered were contacted already and we will resolve the status of their orders within the next 24 hours." I was never notified. Had they notified me 4 days ago when this post was made, I would have had time to make other arrangements. Then, when I checked on my order with think geek, I was instructed to email another email address to resolve the issue (instead of having my concerns forwarded for me). Not great customer service. I agree with Knowbuddies above. My estimation of a company is how they treat you once they already have your money and realize they screwed up. Not notifying me was the first failure. Shuffling me around is the second."
jyroflux said this 710 days ago.
meaningless icon! I sent an email to the tgholiday email address on the 22nd and have yet to hear back. I do not think 24 hours means what you think it means.
stebu said this 707 days ago.
meaningless icon! Very disappointed. I have been calling (and had to hang up after 45 mins of wait time) and emailing (no response) since early December. I have sent another email and am currently on hold again until my phone's battery runs out. I was never contacted about any problem but obviously there is one.
Kaper21 said this 701 days ago.
meaningless icon! Would've been great to get this post via email. I've been waiting almost 2 weeks for a response to my tweet, email and form submit. Horrible customer service. I'm hopeful my next attempt will finally work.
eibreyes said this 701 days ago.
meaningless icon! I placed an order on 12/1/2014 and now the date is 1/2/2015 and I still have not received anything or even gotten an email from y'all saying what happened to my order.
Tejas_Steve said this 701 days ago.
meaningless icon! Still can't get orders fixed that were placed in November. Last shipment was supposed to be corrected but it has been sitting for 2 weeks waiting to be shipped, status says Incomplete and Locked by administrator. No answer to emails, customer service reps I talk to barely speak English and don't understand simple statements like "why hasn't my order shipped?". You guys suck!
Ambie_2 said this 701 days ago.
meaningless icon! I'm still awaiting a response from tgholiday@thinkgeek.com... Are you guys that busy, or did you quit looking at this e-mail address?
AngusGT said this 697 days ago.
meaningless icon! I have emailed multiple times and only gotten the automated response. I understand that you've had problems, but it is long past time that someone should have gotten back with me. I want to give you the benefit of the doubt here, but my patience is wearing thin.
JuniperLimb said this 697 days ago.
meaningless icon! Heard back today. Thank you! I appreciate the lengths you've gone to in order to make this right. I will remain a happy customer. I hope you get everything sorted out.
JuniperLimb said this 696 days ago.
meaningless icon! I ordered just over a month ago and stopped receiving updates on my shipment about a week before Christmas. I have since sent several e-mails in regards to my order and have only received the automated response but no follow-up with customer service. I have also made multiple calls in the last few weeks but have been unable to reach anyone in customer service due to the long wait times. Currently, I am attempting to connect through the live chat service and have been waiting over 3 hours to get a hold of anyone. I hope that this matter can be resolved quickly once connected as my patience in this matter is wearing thin.
Moltar1981 said this 695 days ago.
meaningless icon! I was a huge fan of ThinkGeek before the egregious CS experience I've had this past holiday season. A gift was ordered early in December; email said it was on its way with tracking number; item never arrived; emailed CS and never received a response; called 1st rep - hour long process - was told it was a carrier issue and promised that I would get gift by Christmas; called the carrier and they never received the package; 2nd rep -- hour long process -- this time was told the package was actually lost in the warehouse but a new was would be expedited and received by Christmas; next day get an email that the item is no longer in stock; 3rd rep -- 40 minute process -- received confirmation that I wouldn't receive the gift and I finally asked for a refund and scrambled to get a new gift at the last minute. Received automated emails from TG throughout the ordeal saying they want to make it right and would respond most likely in 48 hours then another email said 24 hours -- I HAVE NOT RECEIVED ONE EMAIL OR CALL FROM TG IN RESPONSE TO MY ISSUE. I was a Director of Customer Service for a large organization - so I understand the challenges here, but this was horrendous and the worst I've experienced in 30 years.
Taino Man said this 695 days ago.
meaningless icon! I ordered 12/2/14. You said it shipped 12/8/14, but the tracking number says the package never got shipped. so... Okay... 3 phone calls to customer service over the past week... hung up after 30 minutes each when I got tired of hearing the "Our customer service Monkeys are working hard to answer your call as quickly as possible. Thank you for your patience." I've sent two emails to regular channels... no response. One email to the "This is outside our regular queue and we'll get back to you within 24 hours email at the tgholidays email... Two days ago... STILL NO RESPONSE. This is getting to be BEYOND ridiculous. I'm in a queue right now on another screen for a live assistance chat. I've been waiting for over 90 minutes. The screen says the average wait time is 45 minutes... and I'm number 18 in the queue. I started at number 29, so I suppose I should think I've made some progress? But I've come to believe that the reason I'm moving up in the queue is because the people ahead of me have given up on waiting. Fortunately, I can play minecraft while I'm waiting... LOL!
LoisWade42 said this 694 days ago.
meaningless icon! Has this issue been forgotten about? I last heard from customer service two weeks ago in an email telling me how they were going to fix things (which was nice), but my resolution was even messed up! :( I have sent 2-3 emails since then and haven't gotten a reply. I really don't feel as though I should pay $150 for a $20 plush!
ambysick said this 693 days ago.
meaningless icon! Has this issue been forgotten about? I made my order back on Nov 27th and I *did* receive an email back saying how they were working into resolving my issue.. but then the resolution was wrong as well! :( I have emailed several times and I still haven't heard back and it has been weeks! I simply cannot justify paying $150 for a plush! Help!
ambysick said this 693 days ago.
meaningless icon! I ordered a gift item on December 6th to be sent to my little grandson. A UPS tracking number came a few days later, so I assumed all was well until I followed up. It has never gone beyond "shipping information has been received", so apparently the item is still in the warehouse. Emails only get the automated response. Gave up on phoning after an hour. The chat screen initially said 35 minutes, then moved to a second screen where I was 32nd in line ("searching for an agent" who must be hiding REALLY well). After two hours I was 1st in the queue. A half hour in 1st place, and I had to hang up. My family has placed orders with TG over the past several years, but this is just unacceptable.
emaureen said this 693 days ago.
meaningless icon! I too opened a ticket via email and chat, and then another with the "priority" address. I have heard nothing in weeks. At the very least, there should have been a mass email sent it to people whose orders are messed up, but this did not happen. Now, to add insult to injury, half of the items I ordered last month and was charged for are on sale for 50% off, so even if they DO get shipped I will be ripped off. I plan to dispute this charge with my credit card company since I can't even contact the nonexistent customer support in order to cancel my non - shipped order. Maybe everyone else should do a chargeback too.
Axess Denyd said this 688 days ago.
meaningless icon! What the heck is going on over at ThinkGeek.com ...They aren't responding to emails Return process stinks ...I've never been so frustrated with a company before ...Try calling them , you wait on the phone for 45 min. and then they can't even help you .the person on the other end of the phone gives you some lame excuse that they are really backed up ...This is all about an item we purchased that was DEFECTIVE , it is so frustrating ! really not a good company to deal with if you need to send something back.
Jdep9034 said this 686 days ago.
meaningless icon! I'm relieved to find that I'm not the only one who had a disaster with TG this year. My shipment finally went out after Christmas---to my OLD ADDRESS! It was refused once and then SENT A SECOND TIME TO THE SAME ADDRESS!!!?! Then the Post Office signed off on it, declaring it arrived. New owners must like the stuff. This was inexplicable as I'd moved over a year ago and had new things sent to my new address from TG. Customer service contact went nowhere: 45+ minutes on hold only to be disconnected, chat queue for ages only to learn that my order number was "special" [i.e. part of this shipping screw up] and I needed to email a different person. Repeated emails to Customer Service? Unanswered. You guys are totally asleep at the wheel on this one, and you've lost another loyal customer here. The only good guy? My bank. They wrote off the charge like I wrote off this company.
Arnolf said this 684 days ago.
meaningless icon! I sent a few items back from the holidays and they apparently gave me credit for ONE item back to my card, essentially STEALING about $500 worth of merchandise back from me - I even had to pay for return shipping. I spoke with customer service who gave me this "wait and see" brush-off. Time to file a report to the BBB, this is a poorly run business - extremely dishonest.
bbsw said this 679 days ago.
meaningless icon! There was an error in my Christmas order, I got the frustrating waiting time, I was told my items will possibly NOT arrive on time, and the $20 gift certificate that they promise me for all the hassle that I've gone through appeared to be forgotten. BUT.... The items that I purchased are great and pretty much unparalleled compare to the usual big-name-corp items. I feel like I got a great bargain for my bucks. The customer services were indeed helpful and make me feel like I am being well taken care of. And even though it took me 3 e-mails and some growing distrust, I finally get the gift certificate that they ordered. Did I tell you that all the items made it on Dec 23? Thank you for a great Christmas, ThinkGeek team!!!
yogezwary said this 662 days ago.
meaningless icon! So I got an e-mail on 12/18 saying "We wanted to let you know we're in the process of identifying all affected orders so that we can get back to everyone with a resolution that reflects the urgency of the holidays as quickly as possible." What was that resolution? I see some people mentioned a gift certificate; were all the affected customers supposed to get one? I did get a refund for the missing items (...eventually, after prodding customer service twice), but come on, that's mandatory. It seems like this issue got dropped on the floor because since that e-mail nobody has reached out to me about any kind of makeup gesture. (And as a result, I haven't bought anything at ThinkGeek since this debacle.) On top of the order issue, while out driving between two Barnes and Nobles the week before Christmas to buy two TARDIS throws at 50% higher price to replace the ones that fell into the ThinkGeek Zone, I got rear-ended by some kid in his dad's Mercedes. That was just the *fabulous* cherry on top of the whole experience. And what was the "issue in our fulfillment center" anyway? In a case like this it's nice to actually hear what went wrong, and more importantly, what's been done to make sure it won't ever happen again. You don't have to name names if it was say, a specific person who played delete-the-orders before getting found out, but a more specific statement than "an issue" is in order. (And the first version of this comment apparently got eaten by the blog software after I picked a nickname. Just dandy, guys.)
WendellGee said this 616 days ago.

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