ScreamLine Studios ?????? WTH?

[annarchy]

Does anyone know how to get a hold of this place?? I placed an online order, received a confirmation/invoice on July 30th. I have been trying to check on my order and called 6x and left messages, emailed the address several times, called neighboring businesses of theirs (thank you Google maps), tweeted, and even left a FB message with another attraction they are supposedly working at according to SL Studios FB post. Really???

If you know something I don't or perhaps you know them personally, it would be great to get a message to them. Very disappointed in the service.

Thanks

[screamline studios]

Hi Jim!!! Sorry about any communication issues!!! As you already know we have been on the road for a few weeks now, and yes we are working on your order!! It hurts me you posted this on a public forum. We are a company that puts customers first and we have never charged you for your order or any other customers order untill your order is shipped.
We are and never have been a company to take a customers money and run. Like most people here know i always give out my home office phone number !(440)205-0111. Which we kindly would have given to you if we received any communication about your concern. There were no messages on twitter, FB or in Screamlines e-mail from you.


p.s. All of us at Screamline Studios sincerly apologize for everything, we are willing to work to correct this issue.


Thank you
Jason Blaszczak
Screamline Studios

[Darksidestew]

I will 2nd that. screamline is one of the best....

darksidestew

[annarchy]

Jason,

Thank you for the reply. With all due respect, I did leave numerous voicemails, emails, a twitter (which was asking how we get a hold of you) and had the auto company in your building put a note on your door. I suspected you were on the road as I indicated; however, we live in a tech world where voicemails and emails can be checked anywhere in the world.

I certainly did not want to post this situation on a public forum either. In my defense, I made every attempt to contact you with all the [public] resources made available to me as a first time customer via your fb page and website. Also, your voicemail indicates that the {box is full} and cannot receive any more messages. As a last resort, Hauntworld is the last option I had (to my knowledge) that could possibly get me some answers since this seems to be the common ground for haunters and vendors. Apparently I was correct.

In addition, I never stated that you took my money or charged my card; although I did receive an invoice with all my credit card information on it. So, as a new customer and obviously a first time order, I am quite sure that you can understand the concerns I had when I repeatedly received no reply to an order status after 19 days. It's not about the money I was remotely concerned about; rather whether or not I need to search out other options for product with less than 40 days before opening. This concerns me greatly since you indicated in your post that you are working on my order yet you also stated you are on the road.

Thank you for contacting me via Hauntworld forums. A status update to my email with an e.t.a. would be greatly appreciated. My personal email information will be on the invoice you sent me.

Thanks,
Jim

[mrfoos]

Just curious on what you ordered? I just ordered 5 gallons of latex and got it a couple of days later and was pleasantly surprised at the rapid delivery.

[pickle]

Jim, I'm with you on this & I have also posted my frustrations regarding the lack in communication from vendors. Seems like common ground (or common excuse) is "we were on the road/out of the country/setting up a haunt in another state"- so what! If you are a ligit biz than act like one! No one & I mean no one in today's world is more than 5 minutes from a device that can reach across this globe. At the very least these vendors should notify their customers prior to departing (if they will be unreachable) or have an actual person or answering service handling incoming messages. I wonder if these vendors would not feel the same way if they called their bank day after day trying to make a withdraw only to receive an email saying "sorry we were away for a couple of weeks"! Yeah, that wouldn't be a problem right? Yeah...riiight! Get it together vendors...it is obvious this industry is seriously lacking in the communication department. There is such a simple solution...COMMUNICATE!!!



P.

[annarchy]

Thank you Pickle! I didn't think it was too much too ask either.
I did not slam, talk smack about, or accuse SL Studios of anything but exactly what you indicated. Communication....or in this case, lack of.

mrfoos: what I ordered is not relevant to this discussion, but thank you for your input.

[screamlinestudios]

Jim, I'm with you on this & I have also posted my frustrations regarding the lack in communication from vendors. Seems like common ground (or common excuse) is "we were on the road/out of the country/setting up a haunt in another state"- so what! If you are a ligit biz than act like one! No one & I mean no one in today's world is more than 5 minutes from a device that can reach across this globe. At the very least these vendors should notify their customers prior to departing (if they will be unreachable) or have an actual person or answering service handling incoming messages. I wonder if these vendors would not feel the same way if they called their bank day after day trying to make a withdraw only to receive an email saying "sorry we were away for a couple of weeks"! Yeah, that wouldn't be a problem right? Yeah...riiight! Get it together vendors...it is obvious this industry is seriously lacking in the communication department. There is such a simple solution...COMMUNICATE!!!

I've got to chime in here with my two cents. In case anyone hasn't noticed the Haunted House Industry is a niche market and in our case a very small business with very limited resources to do what we can to add to the industry. None of us have business degrees and we are artists just doing our best to get by and work out of passion to provide what we do. Most of us have day jobs and don't have the ability to hire anyone, let alone just one person to answer all the incoming communications. So what do we do? I guess in Mr Pickles esteemed opinion just close our doors because one person had a bad communication experience. Let's make a mountain out of a mole hill. So all our other customers who are patient and can read that some orders take 1-3 weeks to ship on our HOME page will lose a source of what I consider very good quality products.

Here are the facts - For the record it was a slip mask order, I got one email that said "do I have a ship date". It didn't mention the order number or what was on it, I assumed it was answered. Various people at Screamline check twitter accounts, fb accounts and emails when we can. Instead of having our neighbors get harassed by this customer (which seemed a little extreme for an order that wasn't even billed yet), another email would have been sufficient for me to wonder why there wasn't a response. I would have surely replied. The website should be considered the only venue for getting a response for orders and it received ONE email asking about status.

This ONE order slipped through the cracks when it comes to communicating. It happens to the biggest companies. I can show example after example of customers complimenting us on our rapid response, but one customer complains on a public forum and we need to GET IT TOGETHER. I wish we could all be perfect and I could have a business that actually made enough to have full time paid employees. But it is what it is - all I am asking is to cut us a little slack instead of jumping to conclusions and questioning our ability to have a legitimate business. I am sure all the frustrations of the industry weren't meant to be placed on our doorstep, but that is certainly where it ended up.

Crap like this makes you just want to say to hell with it, like many other vendors already have.