Reply from Total Cards

Jul 18, 2024

HI Alex-John

Thank you for reaching out and sharing your concerns. We sincerely apologise for the delay in receiving your Assassin's Creed MTG products. We understand how disappointing this experience has been for you, especially as this is your first order with Total Cards. This is not the standard for our business.

The delay was due to unforeseen issues with our suppliers, who only delivered the stock this week. We have shipped out as many orders as possible with the stock we received.

I can confirm that most of the products in your order have been shipped. The remaining product will be sent as soon as it arrives, which we expect to be very soon.

We understand that this situation is far from ideal and deeply regret any inconvenience caused. Your feedback is invaluable to us, and we are committed to making improvements to prevent such issues in the future.

Once again, this is not the standard for our orders, and we hope you will give us a second chance to provide you with the 5-star experience we know we can deliver.

Thank you for your review, and we wish you all the best with your pulls.

Kind regards,
Ryan

Reply from Total Cards

Jul 18, 2024

HI Leanne

Thank you for sharing your feedback. We take all reviews seriously and use them to continuously improve our services.

We are sorry that this release of Star Wars did not meet your expectations. We ordered and were promised more stock than what we received, which was less than 50%. Unfortunately, the allocation was determined by the suppliers, and this is beyond our control.

We apologise that your order did not arrive in time for the release. We were supposed to receive the stock before the release date and dispatch it to you accordingly. However, the suppliers' couriers delivered it only yesterday. We have fulfilled as many orders as possible with the stock allocated to us.

We regret the lack of communication and appreciate your feedback. We are committed to improving our systems to ensure better and more streamlined customer contact in the future.

We apologise for the shortcomings in this release of the SWU products. We will continue to strive to prevent such delays in the future. Please understand that any future allocations will also be determined by the suppliers.

Once again, we apologise for the inconvenience and disappointment caused. We respect your decision and hope that, despite this experience, you might consider giving us another chance in the future. We are dedicated to providing you with the 5-star experience we know we can deliver.

Thank you once again for your review.

Kind Regards,
Ryan

Reply from Total Cards

Jun 27, 2024

Hi Dan

Thank you for your feedback. We genuinely appreciate your review, as it helps us improve our services.

We are deeply sorry that your order has not arrived, and we understand your disappointment. This situation is far from our standard practice and not something we ever wish for our customers. Unfortunately, our suppliers did not deliver the promised number of decks, which led to this issue. We only listed the stock we were assured of receiving, and this is not a case of overselling. The shortfall is due to the manufacturer not producing enough items.

We acknowledge this is far from ideal, and I can see our team has already reached out to you to discuss the next steps. They are working tirelessly to secure the stock and fulfil your order as quickly as possible.

We assure you that this incident is not typical of our service. We usually receive and dispatch stock on time, but allocation issues like this are beyond our control. We apologise once again for the inconvenience caused.

While we understand you may not wish to use our services again, we hope you might reconsider and give us another chance. This incident was an unfortunate exception, and we are committed to providing the 5-star experience you deserve.

Thank you once again for your review. We hope to have the opportunity to serve you better in the future.

Kind Regards,
Ryan

Reply from Total Cards

Jun 27, 2024

Hi There

Thank you for your feedback. We appreciate you taking the time to share your experience, and we sincerely apologise for the frustration and inconvenience you encountered.

We understand how disappointing it is when a pre-ordered item doesn't arrive as expected, especially for a time-sensitive product. Our goal is to provide timely and accurate service, and we regret that we did not meet your expectations in this instance.

Regarding the dispatch delay, we apologise for the lack of proactive communication about the delay in receiving the stock. We are currently working on improving our communication processes to keep our customers better informed in such situations.

As for the issue with the wrong item being sent, we are still human and mistakes can be made, we follow a procedure to ensure that such mistakes are rectified properly. This includes investigating the error and requiring the incorrect item to be returned before sending out the correct one. We understand that this process can be frustrating, especially when you were eagerly anticipating your order. While this policy is in place to protect both parties, we appreciate your feedback and will review our procedures to see how we can make them more customer-friendly.

We are also sorry to hear that you did not receive the free items you were expecting for spending over a certain amount. I have looked and can see that these are not on the invoice so they were not added, this is something that pops up when making the order to add

While we understand your dissatisfaction, we assure you that we strive to act with integrity and provide excellent value and service to our customers. Your feedback highlights areas where we can improve, and we are committed to doing so.

Thank you for bringing these issues to our attention. We hope you might consider giving us another opportunity to provide you with the quality service we aim for.

Kind regards,
Ryan

Reply from Total Cards

Jun 27, 2024

Hi Philip

Thank you for taking the time to review our services. We value all feedback, as it helps us improve and is genuinely taken to heart.

We are truly sorry that your order has not arrived. The delay was due to issues with the manufacturer, which is unfortunately beyond our control. I have reviewed your emails and can see that our team has been actively responding to your queries. We have sent several emails requesting additional details needed to process your refund, but we have yet to receive a response from you.

We assure you that we are not scammers. Our intention is to resolve this matter swiftly, but we need your cooperation to proceed. Please check your inbox for our support emails and provide the requested information so we can address your concerns as soon as possible.

We understand your frustration with the manufacturer’s delay and are doing everything we can to expedite the process for all our customers.

While we understand that you may not wish to use our services again, we hope you might consider giving us another chance. This incident is not reflective of our usual service, but rather a series of unfortunate events.

Thank you once again for your review. We hope to have the opportunity to serve you in the future and provide the 5-star experience we strive to deliver to all our customers.

Kind regards,
Ryan

Reply from Total Cards

Jun 27, 2024

Hi Joanna

Thank you for sharing your feedback. We take all reviews seriously and use them to continuously improve our services.

We are sorry to hear about your concerns regarding our review process. We want to assure you that we value transparency and integrity in all customer feedback. Our reviews reflect genuine customer experiences, and we do not engage in any practice to manipulate them.

If you have encountered specific issues with our service, we would like to address them directly and work towards a resolution. Please contact our customer service team at support@totalcards.net, and we will do our best to assist you.

Your feedback is important to us, and we are committed to providing a fair and positive experience for all our customers. As there have been many incidents where you have left us 1* reviews, we kindly ask that you refrain from making defamatory statements about our company. This incident does not reflect our standard practices, and is not based on any company experience with ourselves

We are working diligently to enhance our business for all customers and hope that we may have the opportunity to serve you in the future, providing the 5-star experience we strive for.

Kind regards,
Ryan

Reply from Total Cards

Jun 27, 2024

Hi Zach

Thank you so much for taking the time to share your thoughts on our services. Your feedback means a lot to us and helps us grow.

We're really sorry to hear about the experience you had with us. We understand how disappointing it can be to face delays, especially with TCGs. We've been actively working with our suppliers to iron out these issues, but unfortunately, some manufacturing delays and allocations are still causing hiccups but these are out of our control.

We genuinely apologise for any inconvenience caused and want you to know that we're committed to improving our processes to make sure this doesn't happen again.

We'd love the chance to make things right and show you the excellent 5-star service we're capable of providing. We hope that you will give us another shot! Thank you once again for your valuable feedback.

Kind Regards,
Ryan