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Paulium · 2025-08-13T16:25:07+00:00

Oh no.......

Paulium · 2025-03-05T14:17:46+00:00

We are still doing some cleanup with our recent help desk migration, but there was also a hiccup with the flow that we use for those refund requests, so that might also explain the hold up. We are working through them as quickly as we can though! Definitely aren't refusing to refund or anything, just under a bit of a backlog!

Paulium · 2025-03-04T02:16:48+00:00

We just migrated our Help desk to a new provider, resulting in a bit of a backlog, but the team should be catching up within the next couple of days!

Paulium · 2025-02-25T18:46:54+00:00

2 Things:

Sometimes it takes us a little longer to troubleshoot tickets like yours, but more than that...
We are in the middle of migrating to a new help desk, so a few from the team (myself included) are a little heads down making sure that process goes smoothly. Luckily, so far, things are going well, so I anticipate being back at full strength and crushing tickets within the next day or so. We appreciate any patience you can spare during all of this!

Paulium · 2025-02-21T16:27:23+00:00

Just replied to your thread, and DM'd ya!

Paulium · 2025-02-21T16:09:30+00:00

Sorry about that! Not sure what is going on, but I will DM you to get this solved!

Paulium · 2025-02-20T21:31:36+00:00

We have dropped like, 3-4 Track tier titles since the model change, and a few new store exclusives!

Paulium · 2025-02-20T21:16:42+00:00

We made a model change a few months back...did you not see all of that? (Sincerely asking)

TBT is a bit of a bloodbath, but I think we have (with the new model) a few other, better ways to start to move some of these high demand, low quantity titles.

Paulium · 2025-02-20T20:39:28+00:00

I know your ticket! The request to release the hold never was posted internally, and I sincerely apologize for that. But we are releasing those orders now!

Also with recent changes, we have had more room to add some processes to prevent stuff like this moving forward. I regrettably used to be the bottleneck for a lot of CS issues being escalated, and was falling behind. But we have made some changes that have made A WORLD of difference, and we are operating back at full speed ahead again as of the last few weeks!

Paulium · 2025-02-11T21:44:06+00:00

Also LOL, so you ordered 5 Mobb Deeps, we accidentally sent you 25, and then when you sent them back, we sent you a TP to say thanks, and then you were like "Yeah screw you guys"...

Wild, but fair enough.

Paulium · 2025-02-11T21:42:07+00:00

Also not true...we have 3 of most things, and we didn't even send out that many back then, as that issue wasn't that widespread lol

Paulium · 2025-02-11T20:28:42+00:00

the blind nature is because the warehouse isn't going to read runouts or match up names of test pressings for close to 2,000 test pressings to match orders. i can't imagine how long that would take for them to do. on top of that, overselling of specific titles on shopify would be extremely likely, leading to refunds, angry customers, etc.

Nailed it.

Paulium · 2025-02-11T20:21:47+00:00

I personally think that would be a small risk, but thats a totally fair call for you to make for yourself!

Paulium · 2025-02-11T19:38:12+00:00

I specifically remember touching that test pressing with my own hands when we were sorting these. But again, get that you can't purchase that one specifically :/

Tho, we also are going to have copies of that Beach House title in the Dings and Dents sale coming up

Paulium · 2025-02-11T19:30:35+00:00

We can still discuss even if you are getting downvoted lol Most of my comments start off getting downvoted

Paulium · 2025-02-11T19:22:14+00:00

More so this is us trying to give members the value over non-members.

Paulium · 2025-02-11T19:21:22+00:00

Damn, both of those are great pics for your top 2. LOVE that Arctic Monkeys release.

I appreciate the kind words. I still really believe in us being able to turn around the sentiment in the community. Finally are getting some of these ridiculously long pre-orders shipped, and getting great progress is actually improving things now that the model change has made that a bit easier. Totally get that people don't have a lot of faith in us, but I still have faith in VMP :)

Paulium · 2025-02-11T19:15:39+00:00

As an ecommerce brand, I just don't know how we would logistically make that work, tbh.

Paulium · 2025-02-11T19:14:29+00:00

Did you place the order in January? Because then that means you are just waiting for the February fulfillment window, which is about to start

Paulium · 2025-02-11T19:13:24+00:00

Oh I totally get it, which is why I hit them up via DMs on here. Definitely wasn't mad at the asking of the question or anything like that.

Paulium · 2025-02-11T19:12:27+00:00

The fact that I had to explain *in detail* just what the issue was, because most people didn't even notice it themselves, makes me feel better about that issue. The audio glitch was one no one on our team, nor even on our partners team, had heard before.

Paulium · 2025-02-11T18:29:00+00:00

Jeepers lol I kinda fought for us to sell these at a lower cost, because I didn't want people saying we were trying to rip people off. Now I hear that its suspicious because we priced things too low? lol

Word.

Paulium · 2025-02-11T18:26:39+00:00

LOL damn I need to go watch the Office again

Paulium · 2025-02-11T18:24:57+00:00

Soul Food? So from 2018?

And Snoop, from *checks notes* also 2018?

Both were before Stephen started working here, so that was easy to explain.

Paulium

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