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I’m frustrated

I can't find out any info about my order

One week ago I placed an order for a custom laptop messenger bag. I did not receive a confirmation email, so I email customer service myself to inquire. I did not hear back, so today I decided to call customer service. I've tried to call all day and I keep receiving a message that says they are in a "brief" meeting and will be back on the phones shortly. I just want to find out some information about my order!
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  • I’m being let down
    This is what happened to my custom order, http://getsatisfaction.com/timbuk2/topics/its_has_been_a_frustrating_11_days_of_waiting

    They are unable to make my custom bag due to part shortages and waiting for a response from them is agonizing.
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  • I’m frustrated, sad, confused and...well...angry.
    Same problem not even custom. I did receive an order confirm. I actually talked to a real cs person last week who told me she would research what happened at the warehouse and send an email. So far no response and the "brief meeting" continues. I'm not happy. This is changing my feelings about Timbuk2 (loyal customer for 10 years who recommends the bags to many, many people. This will stop.)
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  • I’m pissed
    I'm having the same problem. Their "order number to tracking" application does not work. I've sent two emails so far with NO response. I've tried calling.....apparently they've all been in a "BRIEF MEETING" for the past 4 hours. They need to get out of the friggin' meeting and start answering some of our questions. UGH!!!!!!
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  • I’m pissed.
    I have the same problem. Spent nearly $200 on a messenger bag, 2 weeks ago! I called them many times and sent them 2 emails over the course of a week. The emails I've sent customer service have not been answered. They have 24 hours to respond to my query, or I'm canceling the order through my credit card company.

    The good news is that I've learned a lesson: before buying anything online, check recent customer satisfaction.

    Maybe I'll get one of those Chrome messenger bags, they look cool, too.
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  • I’m angry
    My fiancee ordered a non-custom bag on the 20th, it's ridiculous. We just sent an email trying to cancel. They've been in this "brief meeting" since Friday. So much for having it for school.
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  • I’m so not happy with Timbuk2
    GREAT, STILL NO REPLY FROM TIMBUK2.

    I ordered a custom messenger on August 18 2008 and they have left me high and dry ever since.

    Have you guys received any replies from them?

    My emails have not been responded, I'm residing on the other side of the world and have tried calling customer service to no avail, IDD charges are expensive!

    According to their website, orders are shipped within 3 days(even for customs) and that emails are replied within 20mins; YEAH RIGHT.
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  • I’m feeling better but skeptical until the bag actually arrives.
    Update. I still have received no replies to the emails. I did get through on the phone today. There was a day when all orders to the warehouse were lost to the great database in the sky. They are catching up with these orders. Orders that were lost and are now being reprocessed will be sent with fast shipping. That is what I was told today. 02/09/08 or 9/2/08 however you do it.
    My order was placed on August 18 or 19.
    I also asked them to change the "brief meeting" message. If you are going to be gone for four hours just say you are going to be gone for four hours. Otherwise is seems like...well...lying.
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  • I’m wondering why Timbuk2 refuses to reply me
    z,

    Like you, I placed an order on August 18 and was informed almost 2 weeks later(after numerous probing) that the custom bag can't be made due to part shortages.

    Timbuk2 promised to send me an email with an explanation and alternatives but that NEVER arrived.

    I have yet to receive any updates.

    Looks like I'm not the only pissed one here.
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  • I’m extremely nervous.
    I just ordered 3 things from them. I have not had any problems from them in the past & hope it doesn't happen to me. The last two things I bought were from Sierra Trading Post (T2 Daypack & Cargo Tote) & I had my orders a week later. I don't remember my first order from T2 but I can say that I was happy. We'll see what happens this time around.

    I am sorry to hear your bad experiences. Good luck to you all...& me!
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  • I’m happy
    UPDATE:

    Today (9/3) I still couldn't get through to the customer service number, so out of desperation I called the 888-TIMBUK2 number and actually got to speak with someone. The lady who answered the phone was AWESOME!! She looked up my order, and told me that it had been canceled because they were out of the large laptop inserts. She said that they've had a rough week and made lots of mistakes and she apologized over and over again. In order to make it up to me she gave me a coupon code for 50% my next order. It's too late to get the free shipping (that expired at the end of August), but the 50% off more than makes up for it. She said that the large custom laptop bags won't be available for at least another week, but they do have non-custom ones in stock. I placed my order with her, and with 2nd day shipping the total was just over $80!

    So, I was ready to never purchase a Timbuk2 bag again, but their great customer service saved the day! I'll be back when I need another bag.
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  • Hello John,

    Glad it worked for it.

    I'm going to call them again and hopefully, I will be able to get tru'.

    IDD charges are expensive and my several last attempts were futile.
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  • Oh great.

    Wasted more $$$.

    Made another international call to Timbuk2 and I'm unable to get tru', unable to leave voice message as well.
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  • I’m have given up and looking elsewhere
    Alright, here is an update.

    I managed to get tru' after calling 888-TIMBUK2, gave up on the other number.

    Spoke to a CS stuff and she explained and apologized for the situation, they were unable to make my custom bag due to a shortage of reflector straps and the situation is not going to improve until October.

    I'm still wondering why I did not receive any update or email from Timbuk2 after 19 days, its like paying US$170 for additional stress and hassle.

    Anyway, I was only offered free ground shipping(which is my entitlement since I made the order during the free shipping promo) and I canceled the order as I prefer reflector straps over tabs.

    I might consider a Timbuk2 again but definitely not in the near future. This incident has left an extremely unpleasant aftertaste in my month.
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  • I’m trying to be patient.
    Update #1:

    Yesterday, I wrote an email that said I would cancel my order w/in 24 hours if they didn't ship the bag by then. About 10 hours later I got an email from UPS saying they received the billing for the shipping, but still not a word from Timbuk2. Tracking the package from UPS' website shows that they indeed received the billing, but apparently no bag -- or UPS has simply been sitting on the bag (or maybe toting stuff around the office with it) for the past 30 hours.

    I just wrote UPS to see if they actually have the bag or not. If I find out that UPS doesn't actually have the bag, I'm going to be upset. At this point all I want is a Timbuk2-er to write an email of accepting responsibility for their screwup.
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  • I don't understand why it is so hard for us to get a reply from them tru' email.
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  • I’m happy!
    My bag arrived today, as promised. Of course the bag is terrific. I hope that Timbuk2 gets the customer service/order management dilemma solved soon. The product is top notch.
    The bag was worth the wait. The not knowing what was going on was very, very frustrating.
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  • I’m indifferent and impatient.
    I finally spoke to someone who told me that there was a problem with the fabric for the bag and they didn't know when they could fix it. I got offered free shipping for my troubles (which I was miffed about since I could have gotten it anyways) and after a little trouble, she offered to give it to me 50% off.

    Unfortunately, I got no sense of idea of when the bag would ever make it. So, here I am waiting, to see if the bag ever comes in.
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  • I’m not getting a Timbuk2 anymore
    I was told large custom large laptop messenger bags are unavailable until October due to material shortages and that they are up to their necks with back-to-school orders.

    Long story short, they gave me a choice of either free shipping or 20% discount which I find rather pathetic.

    Won't be getting a Timbuk2 anytime soon.
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  • I’m anxious
    can't track my two orders online. emailed customer service but got no reply/response/feedback after almost 3 business days.

    left messages on their voicemail boxes as well, still no feedback.

    should have ordered from www.ebags.com or www.zappos.com - better customer service
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