• Update About Webstore Shipping

    Greetings from the CMON Team,

    We want to apologize to anyone affected by our shipping delays in relation to orders placed during CMON’s 2017 Holiday Sale and for any issues the delays caused during the holiday season. The response to the sale was huge compared to previous years, and, truthfully, we were not prepared. The number of orders far exceeded our expectations and our ability to keep pace.

    Our team in the warehouse has been working tirelessly to pack and ship your orders, and we can say that all orders placed during the Holiday Sale will be shipped by January 26, 2018. If you are waiting on a response from our Customer Service team in regard to the status of your shipment, please know they are working as fast as they can to catch up with the heavy influx of tickets generated from the shipping delay. When your order ships, you will receive tracking information to the email we have on file.

    Again, we apologize for any undue stress our delays have caused. We are using this as a learning experience as we strive to always increase or service to our customers who helped make CMON what it is today and will be in the future.
    Comments 18 Comments
    1. Oscar de la Calle Garcia's Avatar
      Oscar de la Calle Garcia -
      Thx for the update and happy new year
    1. Ian Smedley's Avatar
      Ian Smedley -
      I'm expecting you to continue to screw this up.

      Maybe I'll get the Christmas Presents in July.

      Useless customer support.

      Useless management.

      Useless all around.


      Your lack of planning is not my problem.

      I also imagine it's far too much to expect you to adequately compensate your customers for taking all the money promptly, but failing to meet your end of the bargain.


      Dip shits.
    1. Pygmalion's Avatar
      Pygmalion -
      Won’t lie. I am disappointed. Gotta be a nightmare scenario for you guys, though. Good luck.
    1. Josh Aitken's Avatar
      Josh Aitken -
      Why would you think they would have the same turnaround speed when they are slammed because their stuff was over 50% off. They likely received thousands of orders above their normal amount. What are they supposed to do, hire extra staff for this one sale? By the time they were trained they wouldn't be needed anymore. Since most regulars know this is par for course, we accept that the price of getting stuff this cheap is a longer wait. It's not like CMon's delays are some hidden secret. There's nothing management can really do but push through it. Customer service isn't going to know exactly what's going on other than what their screen tells them. Often CS will help out by going to the warehouse to help pick and pack so your crap gets out faster.

      Outside of this sale, their turnaround has always been great for me, whether getting replacement parts or new product. I've got a huge order I'm waiting for, but pissing and moaning about isn't going to make it come any faster.

      If dipshits can't be patient for their ridiculous deals, don't order fromt their webstore and just pay full price at your LGS.
    1. ijjusion's Avatar
      ijjusion -
      @Josh - If this was Amazon, and they took 2 months to ship things out, I think the world would almost explode - I think its totally fair to be frustrated at the situation and expect some sort of compensation - best way they could apologize would be to upgrade the shipping to expedited or refund the shipping costs if the person had already paid for the fastest shipping rate. (just anything to show they are sorry rather than just taking everyones money and sitting on it for months, their website isn't kickstarter)

      When a company has a sale, they expect increases in purchases - I have never seen an online company ever have a site wide (not an individual sale) delay of over a week or two, 2 months is insane.
    1. MAXXxxx's Avatar
      MAXXxxx -
      there is a difference though.
      Amazon's main profile is shipping a LOT of stuff with a LOT of packers, CMON's main Profile is KS-ed boardgames with a small shop, that may have 1 or 2 people to assemble the package.

      Also being frustrated is understandable, but being an a** (see this and the "order too late" thread) is not.

      To be honest if I were CMON I'd simply refund him before the promised 26th jan.
    1. Pygmalion's Avatar
      Pygmalion -
      Quote Originally Posted by ijjusion View Post
      I have never seen an online company ever have a site wide (not an individual sale) delay of over a week or two, 2 months is insane.
      I have.

      Five years ago, or around that time scale, the exact same thing happened to FRP Games. An end-of-year clearance, an unexpected deluge of orders, and as I recall it, my beginning-of-December order showing up around Valentine’s Day.

      That was just about when FRP Games stopped having a year-end sale and switched to an ongoing clearance.
    1. Daniel Schwarz's Avatar
      Daniel Schwarz -
      Hi Polar_bear

      thank you for the clearification.

      Did you plan to compensate the heavy delay?
    1. Michael Rinaldi's Avatar
      Michael Rinaldi -
      The 6+ week delay was bad enough. Receiving incomplete sets and damaged items is beyond frustrating !!
    1. figuriusimplex's Avatar
      figuriusimplex -
      hi , i am a french customer. My order has been placed the 12/11/17, we are the 12/15/18 and...nothing, it's just amazing... And the order is always noticed "processing" in my account informations.
      No serious job
    1. ijjusion's Avatar
      ijjusion -
      Hey, I got my first of 3 orders shipped! and it was the second order I placed :P so hopefully my first order wont be far away.
      It looks like it was upgraded to priority shipping too which Im thankful for! nothing was mentioned about it but the order says standard mail but the shipping type says priority in the latest update.
    1. Evan Fulks's Avatar
      Evan Fulks -
      Quote Originally Posted by Ian Smedley View Post
      I also imagine it's far too much to expect you to adequately compensate your customers for taking all the money promptly, but failing to meet your end of the bargain.

      Lolol. Dude. You probably got whatever you bought for 70-90% off. With like, $6 shipping? AND you want them to 'compensate' you? What did you do to earn compensation? Enjoy your ridiculously discounted products or ask for a refund... but are you seriously asking the company to PAY you for buying things at a slim margin?

      Can we all just be supportive of the company that makes games we love? I mean, that's why we bought stuff from them, right? We REALLY like their stuff. Yeah, sometimes their communication sucks... but they do a lot for the hobby. I'm sure that some people have had some legitimately unfortunate customer service experiences, and when that happens it's no fun: item arrives broken and you can't get a replacement kind of stuff. But they have committed to a ship date.. and I imagine that the deals you all got were good enough to wait for that day. I know mine were.
    1. BlackcladElf's Avatar
      BlackcladElf -
      Here’s the thing: I agree, there’s no need for people to be unkind on here when the employees are clearly doing the best they can, but it’s absurd that management didn’t see this coming and take some kind of steps to prevent it- the exact same thing (I think only a four or five week instead of eight week delay, but still) happened with their holiday sale last year, so it shouldn’t have been a surprise!

      I’m 100% forgiving of the delay and not upset/angry, but it does further reinforce my conviction that CMON has systemic problems in management. I feel bad for their creative staff, especially the Dark Age and WoK crew, who aren’t getting the company support they deserve, but these kinds of inherent company problems are a lot to blame for how I’ve ended up taking my gaming time, attention, and money to other companies/systems over the last year.
    1. bkleyn's Avatar
      bkleyn -
      thanks for letting us know, this helps a lot
    1. Ghool's Avatar
      Ghool -
      It's called Temporary, or Seasonal help.
      Every retailer hires extra staff during the holiday season. Every. Single. One.
      They are all hired and trained before October, and are there until end of December.

      Why CMON doesn't do this is really confusing. Every year it's the same thing - delays.

      No one needs to give them a free pass. Clearance sales happen all the time, and when it's during the largest shopping frenzy of the entire year, I'm not sure why it always comes as a surprise.
      If I was running my bakery, and didn't account for the extra sales that come in on holidays like Christmas, Thanksgiving, and Easter, I'd have a lot of dissatisfied customers. I hire extra temp staff, put extra people on, and work longer shifts. It's not rocket science.

      Customers deserve to be pissed. It's called understanding your market, and shopping habits. Clearly there is a major lack of understanding shopping habits at work here.

      This is a lack of preparation, and poor management.

      Hire Temp Seasonals already CMON. Every retailer does this during the holidays, and not one I've worked at has this kind of a holiday sale. If you are not expecting a massive increase in sales over the holiday, you really don't understand consumer shopping habits, and some one in marketing needs more schooling. Couple this with a massive clearance sale, and how this can be unexpected is a poor excuse.

      And no. No one needs to be nice about it. Regardless of what kind of a discount they are offering. If you think CMON didn't make out of this sale with massive profits, think again. I will reiterate - there is no excuse for this. At all.
    1. spiro papagiannis's Avatar
      spiro papagiannis -
      Right on thank you!
    1. captain23's Avatar
      captain23 -
      Quote Originally Posted by Josh Aitken View Post
      Why would you think they would have the same turnaround speed when they are slammed because their stuff was over 50% off. They likely received thousands of orders above their normal amount. What are they supposed to do, hire extra staff for this one sale? By the time they were trained they wouldn't be needed anymore. Since most regulars know this is par for course, we accept that the price of getting stuff this cheap is a longer wait. It's not like CMon's delays are some hidden secret. There's nothing management can really do but push through it. Customer service isn't going to know exactly what's going on other than what their screen tells them. Often CS will help out by going to the warehouse to help pick and pack so your crap gets out faster.

      Outside of this sale, their turnaround has always been great for me, whether getting replacement parts or new product. I've got a huge order I'm waiting for, but pissing and moaning about isn't going to make it come any faster.

      If dipshits can't be patient for their ridiculous deals, don't order fromt their webstore and just pay full price at your LGS.
      Josh,

      I have to disagree. CMON always offers a great holiday sale. The increased customer take up will have been known to be a certain percentage increase from normal traffic. A more efficient organization would have recognized the increased amount of orders they will receive and have put the plan in place weeks before the sale went live. In doing so they would have hired seasonal staff, trained them and have them in place for when the orders hit. Other large companies do the same and CMON is now increasing in size since it floated on the stock exchange. Again, with regards to customer service it would have been easy to send an email out to every purchaser within 7 days explaining that there is a significant delay. That would have placated some. Customer service, as a functional business department, exists to service the customer. Communication is paramount. CMON has struggled to grasp this concept as they have grown. I sincerely hope they take the concerns and feedback of backers and buyers on board to avoid a repeat of this fiasco in the future.

      I don't have this issue with CoolStufInc or MM who have equally great sales but ship the product out within days, not months.

      It is not unreasonable for there to be a backlash when shipping took almost two months for most people. CMON had no disclaimer or notice indicating that if you purchased during that sale you wouldn't receive your goods for two months. If they did then that may be a different position. A reduced price should no mean reduced service. If you go to a department store and they have a sale on and you pick up a shirt for example and take it to the case register would you expect the staff to take you money and then say you can have it in two weeks? Probably not.

      Anyway, CMON products are great. There customer service not so much. Hopefully this gets better.
    1. captain23's Avatar
      captain23 -
      CMON posted revenue of US$17 million in 2015. I would imagine it is around US$28-35 million for 2017. we shall see when filings come out. For a company that ternate that amount of revenue they need to improve. End of. there is no excuse for a two month delay on shipping.
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