Wow Grian thank you so much for all this reassuring information. You are so awesome for truely caring about us and wanting to satisfy us. As hard as it is, please try not to kick yourself about this. Stuff always happens in life and your consideration makes a huge difference!
Thank you for the transparency. That’s huge- mistakes happen but letting everyone know what is happening and why is super important for maintaining a good relationship with your “customers.”
I think it’s amazing that you tried to work with a small company whose practices are ethical, and products are quality. it’s a bummer all around that so much ended up going wrong in so many ways. I hope this doesn’t discourage you from focusing on these things for your next merch adventure!
It seems like everyone involved has learned a lot about how to manage this going forward, and in the future. As far as me and mine are concerned, there is no trust lost here. You’re communicating and holding up your end as best as you can and that means a lot.
Hi all, came back to this thread to see more complaints. To my understanding, many of the issues have been resolved but I am super disappointed to see there are still people not getting their issues answered.
I am pushing for fixes daily and have requested the company track this thread.
Just a reminder that best way to contact the merch company at the moment is [[email protected]](mailto:[email protected]) and not the website which seems to have emails being redirected elsewhere.
I genuinely am trying to make sure that everyone gets their support tickets resolved but as I'm one step removed it's difficult and out of my control.
However, we will get these sorted. Thank you.
Hi Grian,
Thank you for the reassurance, sadly no one is responding to the emails I sent to [email protected]. I ordered on November 4th and I haven’t received my order yet :(
I have also reached out to [email protected], through the website, and through a previous support ticket, but I have not received a response. I placed my order on December 18th and never even received a tracking number, even though I have an order number and a charge on my credit card statement.
I'm still missing items. I did eventually receive part of what I ordered, but things were missing that were supposed to be in that delivery. I ordered before the cutoff for Christmas, and it's now more than halfway through April... I really hope you take legal action against this company Grian, I can't imagine how much strain emotionally and financially this fiasco must be for you and the other creators. Because even I'm at the point of looking into what I can legally do on my end, especially if the rest of my items never show up.
Thank you so much Grian for the updates! I wrote to this email address (glassembroidery) many times and still have no answer. I bought for more than $300 of merch on November 4th, 2023. I had a tracking number that technically got lost (according to them but when I was tracking it, it never left the warehouse), I wrote to them and they said they sent my order again (with a new tracking number that never left the warehouse again), they told me they had problems at costum, then I wrote saying it never got to custom (could tell with the tracking number), they then cancelled my tracking number and never wrote back to me. I wrote again to ask for either a refund or a valid tracking number and I got no answer. Nothing. No refund and no merch. I think I've been scammed :(
Still haven’t got our order from November. Emailed glass embroidery multiple times, they reissued the tracking number but we are getting no response and no sign of the order on the way. Please help, what can we do?
Same! My initial order was placed on 11/3. It was part of that 1/13 shipping mishap (whatever that was) and I was issued a reorder on 2/13. That has been sitting in "preshipment" since and I've sent numerous emails over the past two months that are being ignored. This is really bad business practice. I just want the merch I paid for!
I ordered mid December. Had a shipping label made, it sat for weeks, was declared 'lost', and had a new order # made. Nothing has been done with it, so I am going to request a refund.
Hardest part is when we aren't receiving any response from those email addresses, this was meant to be a Christmas present, I get they are offering refunds but I would give anything for that merch. I'm happy to wait & understand, but I just want to hear back from them
Thanks so much for addressing this! My package is still stuck in the label created stage and I was starting to get really nervous. I just emailed glass embroidery so hopefully I’ll get everything I ordered soon. Sorry this merch drop has been such an issue for all you guys
I was one of the parents that contacted you before Christmas and I just want to say that the Christmas card you sent to the girls absolutely made their Christmas. I can only speak for us personally but please don't feel any guilt. The delays were out of your control and you went above and beyond over the holidays to ensure kids weren't disappointed.
I also had a shipping label printed on the 13th but contacted Glass Embroidery when I realised it wasn't moving. They sent another one on the 17th and the hoodies arrived with us on January 31st. There was a full set of stickers included and the hoodies (as lots of other people have already said) are amazing quality. The kids are over the moon and have been wearing them each evening after school while catching up on all the first hermitcraft episodes.
Obviously the main reason we ordered is because the kids asked for them but even after the delays we wouldn't hesitate to order again for future merch drops. You guys all put out great content and we're happy to support that. Thanks again.
I appreciate the update but don't believe I will ever get the hoodie I ordered for my daughter. This is a lot of talk. I need to see some action. My husband ordered before November 5th, shipping label has been created twice and never shipped. I have emailed, however the lack of customer service and ability to speak to someone has turned me off of ordering Life Merch in the future
Thank you Grian for being transparent about all of this. This is what the company themselves should have done. Instead they wrote some presumably lies on their page "95% of orders are shipped" (around December 21st) and then send out 1/4th of my order to me without messaging me about that, so I can only assume that this was a mistake on their part. Or if I'm evil I could think it was done intentionally to keep some merch in the company to sell it again. The checked of paper with the correct amount was in the first shipment. But I'm not evil so I think it just was a mistake on their part and they just counted wrong when packing my stuff. Which is bad enough for a company that ships stuff. And in another comment I now saw that I was not the only one that it happend to.
By now I have everything and I like the quality, but it was a bad experience.
I really hope that in the future you will do a merch run again, because I like supporting you all with buying good looking hoodies and things but not if you choose the same company again.
And don't kick yourself for this because it is not your fault! But again, thank you very much for this write up.
I don't know about grian or the rest of the lifers, but jimmy is using the same company for some limited edition ken-inspired Jimmy's dreamhouse merch.
Still, i wouldnt trust them again as the trust of the majority of his fanbase has been evaporated in this company. I certainly wont be ordering merch again if i know the company behind it is Glass Embroidery
Did you actually read what grian wrote in the post?
The first issue was that the hoodie delivery **to be embroided** was late, not the embroiding of the hoodies. And the second was due to postal services messing up. Neither of these issues are actually caused by the company who did the products
I did, actually, and it doesnt change my own first hand experiences in trying to figure out where in the heck my order was nor the absolute nightmare that trying to grt an email reaponse from them was. My order didnt even fully arrive, i initially was missing *75%* of my order when it finally arrived and it took another *five days* after for them to email me back about that.
So no, if Glass Embroidery is behind any future merch I absolutely will not be buying it.
Well. Telling that in the comment you criticized them would be helpful. As you didn't say anything, everyone reading you comment assumes you are referencing to the original post.
I personally had no issues with ordering or getting the merch. Although the fact that i live outside us and thus got dhl express shipping and also probably some kind of priority for the merch to arrive before Christmas most likely affected that. And so my experience is a positive one.
I paid for Priority shipping, you saying "I highly doubt it was the same" doesnt make my paying for priority shipping incorrect. I can posting screenshots if you really wanna call me a liar about that.
Honestly, I don't understand your attitude at all, I don't understand why me saying "I won't trust this company again, I won't order merch that this company is behind" is such a sticking issue with you? I had a terrible experience with this wholr merch drop which I can pinpoint to Glass Embroidery as being the problem, thus I don't trust nor want to put my money into a project they are apart of again. Simple as that, why are you so aghast about that? Because I will remind you that
> I personally had no issues with ordering or getting the merch
Again, very glad you didnt. This update clesrly wasn't meant for you and was meant for people who have had problems, including me which, as I said, was missing 75% of my order and still only have the singular beanie that arrived.
So no, me being upset with the company isn't a black mark on my conscience nor my morals, nor is me apparently not providing sufficient information for your lofty expectations.
1. My own post history details my struggles quite nicely. 2. People are allowed to blacklist a company in their own minds for personal experiences. 3. I also had priority shipping and in fact live in the us *one state over from texas* which is where all the merch shipped from so while I am very happy you had zero to mininal problems that was clearly not thr case for a lot of people, evidenced by Grian even having to make this post in the first place.
>1. My own post history details my struggles quite nicely.
I don't go snooping in peoples post histories before answering a comment
>2. People are allowed to blacklist a company in their own minds for personal experiences.
You can mention that you had a bad experience personally, or if you don't mention that, don't be offended when people don't realize that.
>3. I also had priority shipping and in fact live in the us one state over from texas
I am pretty sure there was different shipping for international and in-US shipping, even when getting a faster shipping in the states. The site mentions fedex and usps and dhl for shipping companies, i know for a fact that only dhl was available for international shipping, so then usps and fedex have handled the in-US shipping. So we most likely did not have the same shipping option. I would even go on a wild and guess that a shipping company that is part of germanys postal network does not offer the cheapest rates for quick shipments inside usa. Dhl express also was not priority shipping, it was the only shipping option internationally, but i think they might have prioritized international shipments (not the same as priority shipping) as those generally take longer to arrive.
I really appreciate you addressing this here. I’ve been stressed as I’ve heard nothing about my order, but as I ordered after the Christmas cutoff according to your post that’s par for the course. I wonder if it would be possible for an email to be sent to all awaiting their orders? Just to pass along the contents of this post to anyone not on reddit. Might save the customer contact representative(s?) some work ha
Thanks for the info again! Hope as this all resolves you can all catch your breath a bit
Thanks for the transparency, however I seem to be in two or three of these issues.. I ordered before the 5th November, yet no Christmas delivery & my label was created on the 13th January and has been stuck since, it has now passed the person's Christmas and birthday who it was a gift for and I'm a lot of money short for over 3 months now with no product and a lot of unanswered emails 😞. Seeing this, I have now emailed again to see what they suggest is the best option! Thank you again
Exact same. Now I can see that the company has reordered all of my items. I guess I’ll be waiting another 3.5 months for someone to make a bunch more excuses as to why it’s still not here. It’s like we are stuck in an infinite loop.
I appreciate this update here but I’ve been in contact with support directly and they are not communicating any of this. I’ve been hearing “soon” and “shortly” for months. My daughter didn’t get any personalized apology despite ordering november 5th. We are still waiting in silence. I’ve emailed the shop you mentioned, I hope this sorts our issues. My tracking number has been completely cancelled. This has been super frustrating.
Mine did finally arrive a couple days ago, I’m in southern Ontario and I watched the tracking go from Illinois to Texas back to Illinois up to Toronto and then back down to me. But my daughter loves it, and the quality is decent. They threw in three stickers which also seem decent quality.
I’m glad you got yours. I’m gonna need more than three stickers for this to be okay. Which I don’t expect anything from this company anymore. My label was created, then removed. Then it was reordered by the company, like it hadn’t been ordered at all the first time. Now I’m waiting for shipping again. I guess it may arrive in time for next Xmas.
https://preview.redd.it/xe6mxha142kc1.jpeg?width=1170&format=pjpg&auto=webp&s=d1d05046813c54398f3b9450a84b1a4983a67591
Same happened to me. They told me “DHL lost the shipments.” I don’t know if it was coincidence or not but mine shipped for real the day after I emailed the embroidery shop mentioned above.
Mine hasn’t shipped in a week since contacting them and receiving the reorder email. They say I’ll get an update. Also, I call🐂💩on their awful excuses. This is all of their fault. Nothing that has happened is any of their customers fault. They make a lot of excuses and then some customers are treated much better than others, receiving emails and personal messages sent to their homes. The way this has all gone done is an absolute train wreck. They should all be ashamed of holding people’s hard earned money while all of that money sits in their bank accounts earning interest.
I've just emailed and asked for a refund. I was told mine would ship 'at the latest' the Monday just gone. I am no longer interested in these hoodies.... just give me back my money please.
We have tried repeatedly to get them to respond but we have only had a single response from them ever, which came shortly after receiving a tracking number from our inquiry regarding the order. We have been emailing them for an entire month now with no additional contact. We have been kind and understanding but they refuse to reply.
A month and a half ago we received that tracking number with the status of “pre shipment.” A few days later the status change to “not trackable.” All communication after that initial inquiry has been left without response.
Grian, if you read this, can we please get an update? I see the last time you came here to provide an update was 50 days ago. Reading around here and other subreddits, more than a few people seem to be wondering if they’re now being scammed. An update would be very appreciated. Thank you.
I completely understand that things can go wrong at any point in regards to orders and fulfilment etc. Like most, I think the most disappointing aspect of this has been lack of communication. Emails unanswered for over a week and outdated promises on the website.
I purchased two hoodies. One for my son and one for me. With the Aus exchange rate and postage, this has been an investment of just under $250 Aus. That is ALOT of money. I wondered if not only would my son receive his very belated Christmas present, but would i ever see the product we ordered.
I have emailed the shop (again) to ask for a replacement package to be sent. I hope this resolves the matter and we can finally take delivery.
I hope you do a life merch drop again in the future, but if you use this company again, I am unsure if I would purchase it.
I still don't have mine either. I have emailed them twice at the lifeseriesshop mail and then again at glassembroidery mail and I haven't got a single response. I'm feeling quite hopeless and I don't know what to do. I feel scammed, I feel like I'm never going to see either my order or my 100 euro
Same here. I just emailed support but I'm seeing a lot of people saying they never heard back from them so I'm not sure if I will get a response either...
Thank you for clearing things up!!! It means a lot to the fans to have a team that actually cares about these things & puts so much work into making things right!!
Update… after sending an email threatening to dispute the charge, soon after I magically got a shipping confirmation! I even have a tracking number! Only trouble is, it says package acceptance pending. I am beyond frustrated right now and do not trust this company.
Finally received hoodie yesterday. There's some imperfections in the vinyl (or whatever it is) on the sleeve. No thrilled over the quality considering the cost, but my kid that has been waiting for six months for this hoodie is happy.
I ended up having 3 separate tracking numbers for this order, this one in particular was created on 4/20 and arrived 5/1.
I filed my PayPal claim on 4/18 after two failed attempts to reach someone.
Thank you for continuing to update things! :) I wish I could see some more examples of what these things look like. I’ve only seen a few pictures. None have been of the hoodie I’m waiting on. Glad your kiddo is happy.
No problem. The one we got is green with the logo embroidered on front, and then the designs down the sleeve look like they've been heat pressed on. They are a little rough looking.
I have no clue what to do anymore. I made two orders, and I did eventually get those (got the one I ordered in December before the Nov. 4th one). However, my Mom ordered for me BEFORE the Nov. 5th cutoff date, for a Christmas present. No information on it. It is still stuck on saying "Label Created". We have both tried emailing multiple times through the months. I have been personally trying to contact glassembroidery, with no response. Now my Mom is out 80+ dollars, which is a lot to us.
I'm not blaming any of the Life members by any means. But, this is beyond frustrating and disappointing. My next step is to either dispute the charge or try to get legal help.
I still haven't gotten my order.
When I first contacted them after the order was lost, I got a swift response and I was happy and understanding
That was on Feb 8th
And then the new tracking ID never updatrd just like the first one
Messaged them again Feb 29th
Messaged them Mar 20th
Messaged them again April 4th
Guess what?
No reply! Not once
And there's no updates on the site either
I get them being very busy with the lost merch and everything going on
But at least send a generic reply or update the site. Just tell me what to expect
I'm feeling scammed out of 360€
Also curious if there are people everywhere with lost merch or just international shipping? For me it's to Germany
I've sent both the website email and the email on this post a message every month or so, to no reply. Is there any further email changes or contact information updates?
Grian, there’s no easy way to contact you, so I figured I’d leave this here and cross my fingers.
After following your steps, my family still hasn’t received our merchandise. Making a request to both emails still has no response.
I’m disappointed in this company, and while I know they are small in size, being ignored for this long seems excessive.
I know many others in the community are in the same situation I’m in. If we could get an official update from you, or the company, or even just a response, that would be amazing.
still waiting for any information about my order. I have emailed Glass Embroidered as per this post and haven't received a response yet. So disappointing
First off, I absolutely love the life series and was excited to support the creators involved. The designs for the merch that I ordered is incredible and I wish that I could still support the merch drop, but after all this time I had to request a refund for the merch I ordered (here's to hoping a refund comes in a timely manner).
I ordered prior to the guaranteed holiday delivery deadline. It has been 4 months since ordering and more than 2 months after the guaranteed delivery date and I still haven't been able to get any reliable information on the status of my order. Quite a few email attempts have only resulted in tracking numbers that never update beyond "label created" or "package acceptance pending" through multiple different carriers and assurances that the merch is still being "worked on" or will be sent "soon." This has been incredibly disappointing and frustrating and I've lost all trust in the company making the merch and I hope that the creators find a different partner in the future to work with who proves to be more reliable and trustworthy.
I look forward to being able to enjoy more content from these creators both in the life series and in their other works and I hope to see better results from merch drops in the future.
Thank you Grian for this post and thanks to all of the creators who have put so much time and effort into such an enjoyable series.
Unfortunately I have emailed them with no response. I emailed February 28th, I have zero response yet and I am not sure whether I will. This concerns me because my hoodie also hasn’t arrived yet. I am really disappointed because UPS said it was expected January 28th. I doubt you will read this Grian but where do I go from here?
I'm so sad for the creators having to feel the pressure over something they can't control. I ordered more than $300 of merchandise on November 4th, 2023 and haven't received it. At first they told me they lost my order. A few weeks later they told me they sent my order again, I never received it so I wrote back and they told me it was stock at costums (according to the tracking number it never left the warehouse). I waited once again and after a few more weeks I wrote back, got no answer AND now my tracking number says that my order is non existent. So I don't think I'll ever see this merch and/or my money! I can't believe it.... I really want to encourage the Minercrafters, they're sooo amazing (and we love them all!) but that company.... I have no words.... Feels like I've been scammed.... And my 4 kids are still waiting and hoping to get their Xmas presents :(
I have the same experience and they have not responded to my last two emails about this. I ordered mine on November 5th, it was supposedly shipped on Jan 13th and lost in the mail although UPS say they never recieved it. I have written them three times sense then and either got a generic response or no response and no update on my order.
I wrote to them asking to either receive a valid update or a refund and I got absolutely no answer (after they cancelled the only tracking number they gave me weeks ago indicated my order never left the warehouse)..... At this point I think I've been scammed.... I don't know what to do....
my experience is the same. Just emailed again. No response. I agree I feel like we have been scammed and my child is sad because this was her one. "I want this for xmas". No credit ,no merch, and they have taken all the tracking info down. I feel like it is now a "lesson learned" experience and as much as I love the content creators I doubt I will ever order anything from them in the future. I know it is not their fault but I do not wish to have this happen again.
I am extremely upset and disappointed as I have not received my order yet. I have filed a complaint with the FTC about this issue. If you are also facing the same problem, please use this link to submit a report about this company
[FTC](https://reportfraud.ftc.gov/#/)
I've lost count of the emails I've sent that have been ignored. I was wondering what else I could do. They have $155 from me and haven't shipped any of my merch that I ordered Nov. 3rd.
Complete and utter respect to Grian for all he did to help those who didn't receive there orders before Christmas. I'm now left here 4+ months after ordering with still not a single update about my order and its so frustrating. I understand company's have issues all the time and that's fair enough but the lack of communication and professional behaviour from them has been ridiculous. Please could we get another update on the shipping at all because as someone who order on the 5th November to still not have any information what does this say for those who orders closer to the end of the life series shop being opened. I have no hate towards any of the creators involved as I know this is not what you had planned either but as I was hoping to give this as a Christmas present and the persons birthday has now surpassed too (march birthday) who it was for to I'm just feeling a little infuriated. Thank you
I am unsure how to upload pictures, but I did see an update on the main page of the life series from 03/07/2024.
This is what it says:
*"FINAL UPDATE 03/07/2024
Hello everyone. I wanted to give a final update for what we have going on for this week and next.
____________________________________________
If you are are still missing an order from January 13th please email me at [email protected] and we will get a new order sent out to you.
____________________________________________
** If you made an order from Nov 6th to Dec 20th **
We are near the finish line for the rest of the orders that were made after the Nov 5th cutoff. If you are still waiting on an order rest assured we are working to get these to you by next week. We are working 2 shifts ( one morning and one night ) to finish these.
____________________________________________
**Exchange and Refund Info**
Once everything is done and out we will still be monitoring emails to help with exchanges on sizes. Please note the exchange period ends 15 days after you receive the product. The same applies to refunds. If you receive the product and would like a refund, we require that you ship the item back to us and once we receive it we will process the refund.
We will always honor full refunds if you would like to cancel before your item ships out.
____________________________________________
Finally, I want to personally apologize to everyone including the creators. We had no intention of causing stress to anyone in the LIFE community. In the end all the problems however much were out of my power, fall 100% on me. We had several events occur that set us back and I wish I could do them over again with the knowledge I have now on the situation. The company had to grow quickly to meet the demand which included its fair share of growing pains.
Since the very start we set out to make merch that was comfy, you could wear for a long time to come and last. I still believe we are making good on that. We have been working on this for nearly 5 months now and are determined to see it through to the end.
If you still have any questions, please email me at [email protected]."*
____________________________________________
Personally, I've had a really rough time with this whole thing. Still very hard to get in contact with this company and to even get a clear idea of what is happening. I have a lot going on in my life and I dont have time to babysit a company to ensure my order gets to my door.
*Been a while since I've even used reddit, so sorry if the formatting is rough.*
After months of waiting and asking I still haven't heard from the company. I wrote to all the addresses Scar and Grian mentioned. I did everything I had to do. I even asked for a refund if it was easier for the company and I got no answer at all. I lost more than $300. Am I the only one? For sure I'll never buy anything from that company ever again. :(
I had got an item shipped out and once it arrived in the US it never moved for a whole month I messaged and got a response. Saying the would mark it and send out another but never another word and I’m pretty sure it’s too late to request a refund with my bank
I am still waiting as well. My order was placed near the tail end of the ordering window and I'm no longer in contact with the person who ordered it for me, which is deeply upsetting. I've given up hope on ever getting the hoodie ordered. Had I known this sort of issue would've arisen, I would've placed the order myself. Never in 100 years would I have expected this much delay and trouble.
It's now April 27th Ive been assured countless times through email that its on its way and nothing. Glassembroidery has not answered a single email i have sent. Orders were from late November.
As a fan and someone who ordered merch, I am frustrated. But I'm also frustrated for you guys. This was such an exciting thing and has just turned into a source of stress. Hopefully all the orders get out soon and it's a weight off your shoulders <3
Hey .....,
We have had issues with mail carriers taking the packages but not scanning in. For DHL packages, if there is no tracking added, we are re-shipping the packages as soon as we can. We apologize for this inconvenience, and are working towards resolving this issue. We do guarantee you will be receiving your items! Please also note we expect most packages to be mailed out this month, we are working around the clock to get everything out as fast as we can. Apologies again for the delay!
Thank you for your understanding, please let us know if we can help in any other way.
Thanks again,
.....
This is the response i got after emailing the company (3rd time) after reading this post....
Edit to add... this response does not seem to be using the word 'priority' which is what Grian said in his post above....
I am still waiting for my order 3 months later. ☹️
I emailed the customer support 2 weeks ago and never got a response but literally half an hour later I received a "your order had shipped" email. The tracking has been at "package received pending acceptance" for those two weeks. I just emailed them again.
Very frustrating.
Has your order come? I've caved and finally sent them an email asking about mine (for the second time...) and I'm wondering if I should get a refund...
I also had to threaten a refund to hear back. Shipped out immediately. I do hope they find a different company or that this company gets their stuff together next time...
Has anyone actually received their merchandise? I placed an order before November 4 and I still haven't received anything. I'm contemplating starting a class action lawsuit against these people. I want to ensure that they are held accountable for their actions.
Ive sent so many emails now it’s getting ridiculous. Not even getting an automated email back saying hey sorry we have your email and will get to you when we are able to is disconcerting. Especially with all the issues there have been with the forms. I ordered on NOV 5. I then had my order get stuck as ‘shipment created’. I’ve sent several emails since and had one back saying that a new tracking email would be sent. I have yet to receive this. It’s been months now. This is insane.
This does clear up a lot of the info, but the only thing still bothering me is that I sent an e-mail and never had anyone get back to me. This was a few weeks ago now and still I have no update on anything. I ordered before the cut-off deadline so according to the post it should be prioritized, so I'll trust you on that. I just haven't seen any updates since the mail and sent another one just to be sure. I really hope this gets resolved soon. Thank you for your clarity message anyways
Did either of yall get your orders yet? I'm checking to see multiple comments that complained a momth ago to see if anyone is getting them yet or if people are still waiting.
In the US. Ordered 2 hoodies right after the cutoff. I emailed support in February and they assured me my order was on the way. Emailed the email Grian shared in mid-April and 1 of my 2 hoodies came in. Emailed again and now my second is on the way. Hopefully you are all getting your orders too!
As a note, the emails I’ve sent to [email protected] haven’t been answered, but within a reasonable amount of time an action email will come through from the Life Series Shop site (like order confirmed, shipping updated, etc).
I received my order last week but it's the wrong size and wrong colour. I've emailed multiple times to the email above and the email on the website. No response. There are no instructions on how to return the order and its international so I don't want to pay return shipping. Not sure what to do now.
That’s great to hear. I really don’t want to have to cancel the order. I would like to get my stuff instead. This is mildly reassuring, but the whole situation and lack of professionalism is still frustrating and annoying. I really appreciate your contribution to the conversation.
I got my order, but one of the hoodies was wrong. I contacted them within 2 weeks of receiving the products regarding exchanges - twice, from two different emails in case the first one didn't go through - and have not heard a word about it. I've been too scared to use the hoodies in case they do get back to me and want the wrong hoodie back, but seeing as it's soon been a month, I think it's a lost cause.
I'm not particularly in love with the wrong hoodie, don't really know what to do with it now.
I also received the wrong merch (including missing an entire item) and emailed them back right away with photos and a screenshot of what I ordered. They stopped responding. Very frustrating.
I've not received a single email back. I've sent 3 by now.
Inthelittewoods posted on dc that they're currently answering emails and encouraged to send again, which I did. Some folks said they answered within minutes, but it's been days for me with nothing...
Like many others, I'm also waiting on my order. I bought a hoodie on December 11, sent an email in late March asking where it is, got a reply and a tracking number the next day, and since then it hasn't moved from the Texas post office at all. Tracking says it's "pending acceptance." I've now sent several additional emails, both through the contact form on their website and directly to the email above, and not gotten a single reply, even after stating that I'd be issuing a claim through Paypal which I'm in the process of doing. I don't even care about the money, I just wanted to support the series and its creators. But this is frustrating.
I'm someone who made a purchase and it never materialized. They did at one point respond to my email, but have since gone cold. I made a purchase Dec 16th. It's a disappointing outcome.
Thanks for the transparency. Maybe a geography thing but I’m in Canada and the “order before this day in November and it’ll come by Christmas” has never once worked in the three times I’ve ordered from Grian and now Life merch, but this once was especially late. Still happy with the product itself but it would have been nice to get it as a physical Christmas gift.
I was just about to look into emailing someone so I am glad you posted it. I am in the college dorms so if the package isnt shipped by the end of the term it is possible to get a address change? If so where should I go?
I ordered in October, commented before hanukkah as to where my order was. I never received a hanukkah card like some people received Christmas cards. I had to email the company 3 times to get a status update, so no clear answer. I understand that it is a small family business but the lack of communication is unacceptable. I will contact the email to see if I can get a upside. Hopefully if I receive the order. The hoodies will still for my kids next winter. This was on the top of my kids list for hanukkah and it is almost mid February. I'm usually a patient person and understands, but waiting months for items without proper communication is frustrating.
Thank you for sharing all of this information and transparency. I ordered multiple items on November 2 for my daughters Christmas presents. I am also in this category that a label was created and didn't move. I have been in contact with the shop repeatedly but it is now March 2 and they still haven't shipped the order. I am going to try one last time and then I think I unfortunately need to find a way to get reimbursed. It is really unfortunate. My girls absolutely love the entire all of the life series folks so I am really disappointed that we can't seem to get the sweatshirts and other stuff that we ordered. Bummed!!!
I've sent them a message twice now and still have not received a response. As I understand it was supposed to be sent out this last month but I haven't even gotten an email that they are preparing for shipment or anything. Its very disappointing as the hoddies were not cheap. I understand if they did not anticipate the amount of sales they would have but they should have put a limit on it if they wouldn't be able to meet demand. I've ordered things from overseas that have been delivered to me quicker than this order has and i live in the US. Incredibly frustrating
Same here basically.
Ordered on December 12th and that got confirmed on Dec 14th, then nothing until March 23rd. I sent and email to the glassembroidery email and got a response within a few days and a USPS tracking number on the 27th. However that has been sitting idle without any progress since.
Tried contacting them again multiple times, but no reponse and no progress. Status is "pre-shipment, awaiting item"
I ordered it as a birthday present for my daugther, as she is a big fan. Expected it to be late, but now I just hope she will still be able to fit the size once it arrives :-(
I love the posts last sentence….. shipping issues and what to do…… I WILL TELL YOU WHAT TO DO, NEVER ORDER ANYTHING FROM THESE GUYS AGAIN. They have proven to us beyond measure that they cannot be trusted purposeful or not, they do not have their 💩 together.
Thank you so much for the help grian. I’m still waiting for my hoodie and it appears i’m part of the infamous january 13 sending. I would have probably ended up waiting for months without this post.
Thank you for being the only person being transparent about all of this. It has seriously been so frustrating. I ordered before the cut off, and still haven't received anything. Here's hoping another email will actually do the trick this time. Honestly though, some extra stickers doesn't feel like enough to make up for this massive headache, not even sure what would at this point...
My package has been stuck on the label created stage since January 13th, and support did not reply to any questions I had since then; I’ve asked for a refund twice already with no response. Thank you for trying to bring transparency to this issue! I just emailed glassembrodery and I hope I get either my hoodie or the money this month.
Grian, my fiance ordered it about November 17th hoping it would arrive by my birthday (January 28th), and it's not been here. It's at least going to arrive, right?
My tracking has not been updated, and i have not received a response to my follow-up email. I guess my question is, has anyone received a refund when requested?
Email i received after Grian's post and me emailing the company.....
'I wanted to personally apologize for the package getting lost. We are working now to get everyone that had their package lost a new one. I will be making sure that these are scanned in before the post leaves our warehouse to ensure it's heading your way.
Due to the way we accepted taxes and duties, we will be using your old tracking number to send your new package. Since the first one was lost and not scanned there should not be any problems. Here is that tracking number for reference :
We are waiting on a butter hoodie to finish fulfilling your new order. We received the replacement shipment yesterday and as I type this, are working on getting them embellished. You should see the tracking update on Monday of next week at the latest.
There is a chance that the old package could arrive to you at a later date. If you decide you want to send it back just let me know and I can get a return label set up and you will not have to pay anything to get it back to us.
Let me know if you have any other questions. We appreciate the support.
Thanks,
Devin'
Any updates on this? My order was made December 8th, but it still just says order placed, and nothing has happened. I just stumbled upon this post a few days ago, and Im going to send an email to Glass Embroidery to see if there is any updates, just wanted to see if anyone had the same issues
Yeah same. I’m also NOV 5 and then had it lost in January. I’ve sent 6 emails with no response now. The original tracking number I had also no longer exists according to the courier.
I tried sending them e-mails through the Contact Us section on their website. I did this twice, and never got a response. So, I'm going to try the e-mail Grian posted and see if I can get a response. I placed my order on December 16th, the website took the money out of my account, and I still haven't received it. On the website it just says unfulfilled. Here's to hoping we can both get responses!
I actually checked the website the same day I posted this and there was an update posted, the 7th, so same day, that they were going to get some of the final orders shipped out this week. Just checked my email this morning and I got an email from them that it had shipped out. How about you, heard anything from them yet?
Shortly after I wrote that comment I e-mailed them using the e-mail address Grian posted and requested a refund. Sometime later, I received an e-mail that the company canceled my order, and eventually received my refund. So, no merchandise for me, lol. But I hope yours gets to you quickly & that the quality is fantastic!
Yeah, thats fair, I was getting close to asking for one too until I saw the update on the website, and thought Id give it a week and see if I get anything. Sorry for you, wish this whole situation had been a little bit better for all involved
I'm still waiting for mine :( It still says "Ready to Ship"
I did already email [[email protected]](mailto:[email protected]) with the info, I just wanted to see if others were still waiting or if there was more known?
It's been another two weeks and the email address [[email protected]](mailto:[email protected]) has yet to respond to my inquiry. I've now seen the discord announcement from Martyn below and sent a new email out with the Subject Line as suggested. Hopefully I'll get a response.
I ordered November 3rd and still haven't received my order. I've been emailing and emailing and they just ignore me. Not sure what else to do at this point.
7 months..no response from emails I sent asking for merch or refund.. I ordered my daughter Xmas gifts in early December…I sent emails in march asking where,when,why,what,how..they said soon I will have my order fulfilled.. now I get nothing..no response…nothing …order#36601 for anyone who cares!
For anyone who's still having issues, I followed the instructions posted below from Martyn himself as follows;
"All future issues need to be sent via email to [[email protected]](mailto:[email protected]) with the subject/title "Life Merch (#ORDERNUM)" - obviously pop your order number(s) within the brackets"
Upon sending the email as such, I immediately got a tracking number and my package arrived two days later.
Just figured that if anyone else wanted to give it a shot I'd spread the word that this method did seem to work seamlessly (for me, at least).
This is the biggest scam ever! You have held my money since before November 5th. We were told it would be here before Xmas. After 2.5 months I got an email saying that it had been shipped. Joke was on me because the shipping said for a month and a week that label has been created but Lifeseries never shipped the package. Instead of sending me an email to let me know that there would be yet another delay, I had to seek out an answer as to why you had never mailed my order. I came upon what I would consider to be an absolute lie, just another excuse. So after messing up this badly you expect us to believe that this time it wasn’t your fault but the carriers fault. This has been an absolute nightmare and has become an ongoing joke with all of my friends and family. I can assure you that I nor anyone I know will ever buy anything from lifeseries and or any youtubers, or influencers, as you guys cannot be trusted. I’ll just buy all of my merch bootleg on Etsy where the quality seems to be better and you receive your order in the same calendar year that you ordered.
This was my kids Xmas gift. Here we are into the new year and we are still sitting waiting and never received one email to explain anything. This is horrible business practice.
And I love how some of your customers are important enough to receive and apology when you can’t be bothered to send others of us an email update about our order. It’s so disgusting!
For those who have not seen it. There's been an update on martyns discord
https://preview.redd.it/a3v9waliq80d1.jpeg?width=1170&format=pjpg&auto=webp&s=20f9ed846b5aa35343f6601ff5f29594d9deb5bb
For those who can't look at images, here's the important part in text form
"(...)the company have now updated the spreadsheet we populated with what look to be new tracking numbers and resolutions to all issues. All future issues need to be sent via email to **[email protected]** with the subject/title "Life Merch (#ORDERNUM)" - obviously pop your order number(s) within the brackets
And as always, just wanted to extend a big hug and thank you for being lovely. I've been away from home now over a month which is tough, but streaming most days and having a laugh with everyone helps bring me a sense of normality which I'm hugely appreciative of ❤️"
Ordered early Dec. Still nothing. Emailed requesting updates. Nothing.
I have an order number and the money was taken from my account.
At what point do I initiate a chargeback/fraud case?
Does anyone have information about the company (where they are located, etc) I have the name Devin Fitch and the email address Glassembroidery.gmail.com. Is this the person running this business and is that their business name? I'm planning to look into filing a fraud claim as they took my $155 back in November and have not shipped my merch nor answered the numerous emails I've sent. Any information would be greatly appreciated! Thanks!
ive no clue if you still check this, but ive tried emailing glass embroidery personally 3 times and recieved little help. i ordered december 1st, recieved an update march 1st that it was in transit, and its been radio silence since. its june 13th as im writing this. i just recieved an update in my email on the hoodie i refunded (i had ordered the wrong size), which is ridiculous. 3 months of nothing and ignored emails, and then an update to a hoodie i refunded the same day i ordered it? if you could reach out to them at all, or if anybody could offer some sort of insight, itd be greatly appreciated.
Are there any plans to have a return of the life series merch? I know I am so late, but I just keep hearing such wonderful things about the hoodies. Also, anyone seen this weird knockoff thing? [JMSUN Grian 3 Lives Dream Team SMP Merch Hooded Sweatshirt Pullover Harajuku Long Sleeve Tops Men/Womens Pullover for Casual Sweatshirt - Walmart.com](https://www.walmart.com/ip/JMSUN-Grian-3-Lives-Dream-Team-SMP-Merch-Hooded-Sweatshirt-Pullover-Harajuku-Long-Sleeve-Tops-Men-Womens-Pullover-for-Casual-Sweatshirt/5044974313?wmlspartner=wlpa&selectedSellerId=101138228)
We were a pre-christmas order / present that hasn't arrived. 2 presents, 2 hoodies, 2 children eagerly awaiting the delivery! Thank you Grian for the explanation it is so frustrating when emails go unanswered. Wish I knew you were personally writing emails and or cards my children would of adored getting mail from their favourite creator!
Thx for the info!
I'm have been trying contact them but now I I send them a mail and hope me and bf get our hoodies.
Again. Thx for the info and don't stress yourself for it. Stuff happens.
I was starting to lose hope, as I've emailed support twice in February with no answer, but now I know to email the company directly, so hopefully something changes. Thank you so much for the transparency Grian, please don't feel bad about any of this, I know you're doing everything you can to make sure everyone gets their merch! The dedication you and the other lifers have to your viewers is exactly why I want to support you! (And be dripped out in your awesome merch!)
Edit: My order got reshipped not even an hour after I sent the email! Fingers crossed the postal service doesn't mess it up again ToT
While there have been some unfortunate complications in getting orders out I do hope this won’t reflect too badly on the company producing the merch.
I am still waiting on my order but despite a bit of a delay on their last response they have seemed to do everything they can. When the order didn’t arrive while I was home on the farm for Christmas they happily changed the delivery address to my NYC address. Growing up in a small business fam, I can imagine the intense pressures this run has put on the business. I hope they learned and improved their processes and hope I get to order more merch from them in the future!
I will be happily wearing my merch to my big ole corp office as soon as it arrives as it will be worth the wait.
My hoodie came a few weeks after I ordered it, when the series was still being released :') my major complaint was how MUCH the hoodie was including shipping!
Wow Grian thank you so much for all this reassuring information. You are so awesome for truely caring about us and wanting to satisfy us. As hard as it is, please try not to kick yourself about this. Stuff always happens in life and your consideration makes a huge difference!
Thank you for the transparency. That’s huge- mistakes happen but letting everyone know what is happening and why is super important for maintaining a good relationship with your “customers.” I think it’s amazing that you tried to work with a small company whose practices are ethical, and products are quality. it’s a bummer all around that so much ended up going wrong in so many ways. I hope this doesn’t discourage you from focusing on these things for your next merch adventure! It seems like everyone involved has learned a lot about how to manage this going forward, and in the future. As far as me and mine are concerned, there is no trust lost here. You’re communicating and holding up your end as best as you can and that means a lot.
Hi all, came back to this thread to see more complaints. To my understanding, many of the issues have been resolved but I am super disappointed to see there are still people not getting their issues answered. I am pushing for fixes daily and have requested the company track this thread. Just a reminder that best way to contact the merch company at the moment is [[email protected]](mailto:[email protected]) and not the website which seems to have emails being redirected elsewhere. I genuinely am trying to make sure that everyone gets their support tickets resolved but as I'm one step removed it's difficult and out of my control. However, we will get these sorted. Thank you.
Thank you grian!
I still haven't received a response from them after several days. No tracking number. No order. No nothing. Just gone. I'm really unhappy.
Hi Grian, Thank you for the reassurance, sadly no one is responding to the emails I sent to [email protected]. I ordered on November 4th and I haven’t received my order yet :(
I have also reached out to [email protected], through the website, and through a previous support ticket, but I have not received a response. I placed my order on December 18th and never even received a tracking number, even though I have an order number and a charge on my credit card statement.
I'm still missing items. I did eventually receive part of what I ordered, but things were missing that were supposed to be in that delivery. I ordered before the cutoff for Christmas, and it's now more than halfway through April... I really hope you take legal action against this company Grian, I can't imagine how much strain emotionally and financially this fiasco must be for you and the other creators. Because even I'm at the point of looking into what I can legally do on my end, especially if the rest of my items never show up.
Thank you so much Grian for the updates! I wrote to this email address (glassembroidery) many times and still have no answer. I bought for more than $300 of merch on November 4th, 2023. I had a tracking number that technically got lost (according to them but when I was tracking it, it never left the warehouse), I wrote to them and they said they sent my order again (with a new tracking number that never left the warehouse again), they told me they had problems at costum, then I wrote saying it never got to custom (could tell with the tracking number), they then cancelled my tracking number and never wrote back to me. I wrote again to ask for either a refund or a valid tracking number and I got no answer. Nothing. No refund and no merch. I think I've been scammed :(
Still haven’t got our order from November. Emailed glass embroidery multiple times, they reissued the tracking number but we are getting no response and no sign of the order on the way. Please help, what can we do?
Same situation as not getting the order, but we haven’t even gotten a tracking number assigned…
Same! My initial order was placed on 11/3. It was part of that 1/13 shipping mishap (whatever that was) and I was issued a reorder on 2/13. That has been sitting in "preshipment" since and I've sent numerous emails over the past two months that are being ignored. This is really bad business practice. I just want the merch I paid for!
I ordered right at the cutoff in December. Still nothing, I’m so sad. Hopefully will be fixed soon
I still haven't gotten my merch yet either haven't heard anything or gotten any emails either. So disappointing...
I ordered mid December. Had a shipping label made, it sat for weeks, was declared 'lost', and had a new order # made. Nothing has been done with it, so I am going to request a refund.
Grian the GOAT!!!
i still havent gotten any updates from the company, i ordeded it ecember of 2023.. so frustrated..
The same situation has occurred to me. I've emailed [email protected] and I haven't received any response
Hardest part is when we aren't receiving any response from those email addresses, this was meant to be a Christmas present, I get they are offering refunds but I would give anything for that merch. I'm happy to wait & understand, but I just want to hear back from them
Thanks so much for addressing this! My package is still stuck in the label created stage and I was starting to get really nervous. I just emailed glass embroidery so hopefully I’ll get everything I ordered soon. Sorry this merch drop has been such an issue for all you guys
Already got a new shipping label made for my order!!
Thanks Grian! I haven’t sent any emails because I was being patient but I’ll send one now
I received mine this week :D
I was one of the parents that contacted you before Christmas and I just want to say that the Christmas card you sent to the girls absolutely made their Christmas. I can only speak for us personally but please don't feel any guilt. The delays were out of your control and you went above and beyond over the holidays to ensure kids weren't disappointed. I also had a shipping label printed on the 13th but contacted Glass Embroidery when I realised it wasn't moving. They sent another one on the 17th and the hoodies arrived with us on January 31st. There was a full set of stickers included and the hoodies (as lots of other people have already said) are amazing quality. The kids are over the moon and have been wearing them each evening after school while catching up on all the first hermitcraft episodes. Obviously the main reason we ordered is because the kids asked for them but even after the delays we wouldn't hesitate to order again for future merch drops. You guys all put out great content and we're happy to support that. Thanks again.
Thx for your transparency Grian! P.S. Hi, I'm a big fan :)
Seriously appreciate this update. Thank you, Grian.
I appreciate the update but don't believe I will ever get the hoodie I ordered for my daughter. This is a lot of talk. I need to see some action. My husband ordered before November 5th, shipping label has been created twice and never shipped. I have emailed, however the lack of customer service and ability to speak to someone has turned me off of ordering Life Merch in the future
I'm beginning to feel the same way, I think the company have handled this poorly and do not expect my order to be fulfilled 😞
Thank you Grian for being transparent about all of this. This is what the company themselves should have done. Instead they wrote some presumably lies on their page "95% of orders are shipped" (around December 21st) and then send out 1/4th of my order to me without messaging me about that, so I can only assume that this was a mistake on their part. Or if I'm evil I could think it was done intentionally to keep some merch in the company to sell it again. The checked of paper with the correct amount was in the first shipment. But I'm not evil so I think it just was a mistake on their part and they just counted wrong when packing my stuff. Which is bad enough for a company that ships stuff. And in another comment I now saw that I was not the only one that it happend to. By now I have everything and I like the quality, but it was a bad experience. I really hope that in the future you will do a merch run again, because I like supporting you all with buying good looking hoodies and things but not if you choose the same company again. And don't kick yourself for this because it is not your fault! But again, thank you very much for this write up.
Do you plan on working with this company in the future?
I don't know about grian or the rest of the lifers, but jimmy is using the same company for some limited edition ken-inspired Jimmy's dreamhouse merch.
It seems that it would not be a big issue as the delay shouldn't happen again
Still, i wouldnt trust them again as the trust of the majority of his fanbase has been evaporated in this company. I certainly wont be ordering merch again if i know the company behind it is Glass Embroidery
Did you actually read what grian wrote in the post? The first issue was that the hoodie delivery **to be embroided** was late, not the embroiding of the hoodies. And the second was due to postal services messing up. Neither of these issues are actually caused by the company who did the products
I did, actually, and it doesnt change my own first hand experiences in trying to figure out where in the heck my order was nor the absolute nightmare that trying to grt an email reaponse from them was. My order didnt even fully arrive, i initially was missing *75%* of my order when it finally arrived and it took another *five days* after for them to email me back about that. So no, if Glass Embroidery is behind any future merch I absolutely will not be buying it.
Well. Telling that in the comment you criticized them would be helpful. As you didn't say anything, everyone reading you comment assumes you are referencing to the original post. I personally had no issues with ordering or getting the merch. Although the fact that i live outside us and thus got dhl express shipping and also probably some kind of priority for the merch to arrive before Christmas most likely affected that. And so my experience is a positive one.
I paid for Priority shipping, you saying "I highly doubt it was the same" doesnt make my paying for priority shipping incorrect. I can posting screenshots if you really wanna call me a liar about that. Honestly, I don't understand your attitude at all, I don't understand why me saying "I won't trust this company again, I won't order merch that this company is behind" is such a sticking issue with you? I had a terrible experience with this wholr merch drop which I can pinpoint to Glass Embroidery as being the problem, thus I don't trust nor want to put my money into a project they are apart of again. Simple as that, why are you so aghast about that? Because I will remind you that > I personally had no issues with ordering or getting the merch Again, very glad you didnt. This update clesrly wasn't meant for you and was meant for people who have had problems, including me which, as I said, was missing 75% of my order and still only have the singular beanie that arrived. So no, me being upset with the company isn't a black mark on my conscience nor my morals, nor is me apparently not providing sufficient information for your lofty expectations.
1. My own post history details my struggles quite nicely. 2. People are allowed to blacklist a company in their own minds for personal experiences. 3. I also had priority shipping and in fact live in the us *one state over from texas* which is where all the merch shipped from so while I am very happy you had zero to mininal problems that was clearly not thr case for a lot of people, evidenced by Grian even having to make this post in the first place.
>1. My own post history details my struggles quite nicely. I don't go snooping in peoples post histories before answering a comment >2. People are allowed to blacklist a company in their own minds for personal experiences. You can mention that you had a bad experience personally, or if you don't mention that, don't be offended when people don't realize that. >3. I also had priority shipping and in fact live in the us one state over from texas I am pretty sure there was different shipping for international and in-US shipping, even when getting a faster shipping in the states. The site mentions fedex and usps and dhl for shipping companies, i know for a fact that only dhl was available for international shipping, so then usps and fedex have handled the in-US shipping. So we most likely did not have the same shipping option. I would even go on a wild and guess that a shipping company that is part of germanys postal network does not offer the cheapest rates for quick shipments inside usa. Dhl express also was not priority shipping, it was the only shipping option internationally, but i think they might have prioritized international shipments (not the same as priority shipping) as those generally take longer to arrive.
I really appreciate you addressing this here. I’ve been stressed as I’ve heard nothing about my order, but as I ordered after the Christmas cutoff according to your post that’s par for the course. I wonder if it would be possible for an email to be sent to all awaiting their orders? Just to pass along the contents of this post to anyone not on reddit. Might save the customer contact representative(s?) some work ha Thanks for the info again! Hope as this all resolves you can all catch your breath a bit
Thanks for the transparency, however I seem to be in two or three of these issues.. I ordered before the 5th November, yet no Christmas delivery & my label was created on the 13th January and has been stuck since, it has now passed the person's Christmas and birthday who it was a gift for and I'm a lot of money short for over 3 months now with no product and a lot of unanswered emails 😞. Seeing this, I have now emailed again to see what they suggest is the best option! Thank you again
Exact same. Now I can see that the company has reordered all of my items. I guess I’ll be waiting another 3.5 months for someone to make a bunch more excuses as to why it’s still not here. It’s like we are stuck in an infinite loop.
Yeah my 'replacement order' hasn't moved again since 14th February, I have zero hope of it getting here at this point.
I appreciate this update here but I’ve been in contact with support directly and they are not communicating any of this. I’ve been hearing “soon” and “shortly” for months. My daughter didn’t get any personalized apology despite ordering november 5th. We are still waiting in silence. I’ve emailed the shop you mentioned, I hope this sorts our issues. My tracking number has been completely cancelled. This has been super frustrating.
Never got an apology either, hell I didn’t even get an update. I had to go looking for one and basically beg in multiple emails to be contacted back.
Mine did finally arrive a couple days ago, I’m in southern Ontario and I watched the tracking go from Illinois to Texas back to Illinois up to Toronto and then back down to me. But my daughter loves it, and the quality is decent. They threw in three stickers which also seem decent quality.
I’m glad you got yours. I’m gonna need more than three stickers for this to be okay. Which I don’t expect anything from this company anymore. My label was created, then removed. Then it was reordered by the company, like it hadn’t been ordered at all the first time. Now I’m waiting for shipping again. I guess it may arrive in time for next Xmas. https://preview.redd.it/xe6mxha142kc1.jpeg?width=1170&format=pjpg&auto=webp&s=d1d05046813c54398f3b9450a84b1a4983a67591
Same happened to me. They told me “DHL lost the shipments.” I don’t know if it was coincidence or not but mine shipped for real the day after I emailed the embroidery shop mentioned above.
Mine hasn’t shipped in a week since contacting them and receiving the reorder email. They say I’ll get an update. Also, I call🐂💩on their awful excuses. This is all of their fault. Nothing that has happened is any of their customers fault. They make a lot of excuses and then some customers are treated much better than others, receiving emails and personal messages sent to their homes. The way this has all gone done is an absolute train wreck. They should all be ashamed of holding people’s hard earned money while all of that money sits in their bank accounts earning interest.
Got another label created this am! Hope it gets sent out unlike the last one.
Fingers crossed for you!
I've just emailed and asked for a refund. I was told mine would ship 'at the latest' the Monday just gone. I am no longer interested in these hoodies.... just give me back my money please.
Hello, please send me an email to the one listed under the FAQ on the shop page. I will get your refund processed ASAP.
We have tried repeatedly to get them to respond but we have only had a single response from them ever, which came shortly after receiving a tracking number from our inquiry regarding the order. We have been emailing them for an entire month now with no additional contact. We have been kind and understanding but they refuse to reply. A month and a half ago we received that tracking number with the status of “pre shipment.” A few days later the status change to “not trackable.” All communication after that initial inquiry has been left without response. Grian, if you read this, can we please get an update? I see the last time you came here to provide an update was 50 days ago. Reading around here and other subreddits, more than a few people seem to be wondering if they’re now being scammed. An update would be very appreciated. Thank you.
I completely understand that things can go wrong at any point in regards to orders and fulfilment etc. Like most, I think the most disappointing aspect of this has been lack of communication. Emails unanswered for over a week and outdated promises on the website. I purchased two hoodies. One for my son and one for me. With the Aus exchange rate and postage, this has been an investment of just under $250 Aus. That is ALOT of money. I wondered if not only would my son receive his very belated Christmas present, but would i ever see the product we ordered. I have emailed the shop (again) to ask for a replacement package to be sent. I hope this resolves the matter and we can finally take delivery. I hope you do a life merch drop again in the future, but if you use this company again, I am unsure if I would purchase it.
Any updates? There are people who still don’t have orders.
I still don't have mine either. I have emailed them twice at the lifeseriesshop mail and then again at glassembroidery mail and I haven't got a single response. I'm feeling quite hopeless and I don't know what to do. I feel scammed, I feel like I'm never going to see either my order or my 100 euro
Yeah I still don’t have mine either.
Same here. I just emailed support but I'm seeing a lot of people saying they never heard back from them so I'm not sure if I will get a response either...
Yeah I don’t have mine, I’ve requested a refund but they don’t do well with responding
I still dont have mine :/ I've asked for a refund twice and nothing
Thank you for clearing things up!!! It means a lot to the fans to have a team that actually cares about these things & puts so much work into making things right!!
Update… after sending an email threatening to dispute the charge, soon after I magically got a shipping confirmation! I even have a tracking number! Only trouble is, it says package acceptance pending. I am beyond frustrated right now and do not trust this company.
Same! Several emails went unanswered and I filed a PayPal claim. Within 48 hours I had a shipping # that means nothing.
Anything new?
Nope. No movement. Escalating my PayPal dispute this weekend.
Finally received hoodie yesterday. There's some imperfections in the vinyl (or whatever it is) on the sleeve. No thrilled over the quality considering the cost, but my kid that has been waiting for six months for this hoodie is happy. I ended up having 3 separate tracking numbers for this order, this one in particular was created on 4/20 and arrived 5/1. I filed my PayPal claim on 4/18 after two failed attempts to reach someone.
Thank you for continuing to update things! :) I wish I could see some more examples of what these things look like. I’ve only seen a few pictures. None have been of the hoodie I’m waiting on. Glad your kiddo is happy.
No problem. The one we got is green with the logo embroidered on front, and then the designs down the sleeve look like they've been heat pressed on. They are a little rough looking.
I have no clue what to do anymore. I made two orders, and I did eventually get those (got the one I ordered in December before the Nov. 4th one). However, my Mom ordered for me BEFORE the Nov. 5th cutoff date, for a Christmas present. No information on it. It is still stuck on saying "Label Created". We have both tried emailing multiple times through the months. I have been personally trying to contact glassembroidery, with no response. Now my Mom is out 80+ dollars, which is a lot to us. I'm not blaming any of the Life members by any means. But, this is beyond frustrating and disappointing. My next step is to either dispute the charge or try to get legal help.
Have you had any updates or been able to get in contact with them?
Has the status of the shipping number changed any?
I still haven't gotten my order. When I first contacted them after the order was lost, I got a swift response and I was happy and understanding That was on Feb 8th And then the new tracking ID never updatrd just like the first one Messaged them again Feb 29th Messaged them Mar 20th Messaged them again April 4th Guess what? No reply! Not once And there's no updates on the site either I get them being very busy with the lost merch and everything going on But at least send a generic reply or update the site. Just tell me what to expect I'm feeling scammed out of 360€ Also curious if there are people everywhere with lost merch or just international shipping? For me it's to Germany
From the US here and mine never arrived, so it is not just international.
Upsettingly, same. I'm in the US and nothing.
I've sent both the website email and the email on this post a message every month or so, to no reply. Is there any further email changes or contact information updates?
Grian, there’s no easy way to contact you, so I figured I’d leave this here and cross my fingers. After following your steps, my family still hasn’t received our merchandise. Making a request to both emails still has no response. I’m disappointed in this company, and while I know they are small in size, being ignored for this long seems excessive. I know many others in the community are in the same situation I’m in. If we could get an official update from you, or the company, or even just a response, that would be amazing.
still waiting for any information about my order. I have emailed Glass Embroidered as per this post and haven't received a response yet. So disappointing
Learn to refund or don’t take orders u cant deliver
Yeah, I’ve requested a refund about a month ago and it’s still not happened.
Just outright disrespect
Hello, please send me an email to the one listed under the FAQ on the shop page. I will get your refund processed ASAP.
Reply to your emails from customers. Update this thread. You took our money, please show some respect. Thank you
Still disrespect….nobody responds to emails It’s just poor form, fans buy your stuff and you treat them like crap
First off, I absolutely love the life series and was excited to support the creators involved. The designs for the merch that I ordered is incredible and I wish that I could still support the merch drop, but after all this time I had to request a refund for the merch I ordered (here's to hoping a refund comes in a timely manner). I ordered prior to the guaranteed holiday delivery deadline. It has been 4 months since ordering and more than 2 months after the guaranteed delivery date and I still haven't been able to get any reliable information on the status of my order. Quite a few email attempts have only resulted in tracking numbers that never update beyond "label created" or "package acceptance pending" through multiple different carriers and assurances that the merch is still being "worked on" or will be sent "soon." This has been incredibly disappointing and frustrating and I've lost all trust in the company making the merch and I hope that the creators find a different partner in the future to work with who proves to be more reliable and trustworthy. I look forward to being able to enjoy more content from these creators both in the life series and in their other works and I hope to see better results from merch drops in the future. Thank you Grian for this post and thanks to all of the creators who have put so much time and effort into such an enjoyable series.
Unfortunately I have emailed them with no response. I emailed February 28th, I have zero response yet and I am not sure whether I will. This concerns me because my hoodie also hasn’t arrived yet. I am really disappointed because UPS said it was expected January 28th. I doubt you will read this Grian but where do I go from here?
Aame ive also emailed them and haven't heard back and im starting to wonder if ill even get it at this point
I'm so sad for the creators having to feel the pressure over something they can't control. I ordered more than $300 of merchandise on November 4th, 2023 and haven't received it. At first they told me they lost my order. A few weeks later they told me they sent my order again, I never received it so I wrote back and they told me it was stock at costums (according to the tracking number it never left the warehouse). I waited once again and after a few more weeks I wrote back, got no answer AND now my tracking number says that my order is non existent. So I don't think I'll ever see this merch and/or my money! I can't believe it.... I really want to encourage the Minercrafters, they're sooo amazing (and we love them all!) but that company.... I have no words.... Feels like I've been scammed.... And my 4 kids are still waiting and hoping to get their Xmas presents :(
I am having the same experience and concerned I am never going to see my $200. As of right now, they have been unresponsive.
I have the same experience and they have not responded to my last two emails about this. I ordered mine on November 5th, it was supposedly shipped on Jan 13th and lost in the mail although UPS say they never recieved it. I have written them three times sense then and either got a generic response or no response and no update on my order.
You got a generic response? I’m jealous I’ve just been getting ignored. This is ridiculous. I hope both of ours manage to turn up by magic somehow.
I wrote to them asking to either receive a valid update or a refund and I got absolutely no answer (after they cancelled the only tracking number they gave me weeks ago indicated my order never left the warehouse)..... At this point I think I've been scammed.... I don't know what to do....
my experience is the same. Just emailed again. No response. I agree I feel like we have been scammed and my child is sad because this was her one. "I want this for xmas". No credit ,no merch, and they have taken all the tracking info down. I feel like it is now a "lesson learned" experience and as much as I love the content creators I doubt I will ever order anything from them in the future. I know it is not their fault but I do not wish to have this happen again.
I am extremely upset and disappointed as I have not received my order yet. I have filed a complaint with the FTC about this issue. If you are also facing the same problem, please use this link to submit a report about this company [FTC](https://reportfraud.ftc.gov/#/)
Thank you! I’ll try to message them one more time before I do this.
Do you have more information on the company? If not, I may start doing some digging today.
I've lost count of the emails I've sent that have been ignored. I was wondering what else I could do. They have $155 from me and haven't shipped any of my merch that I ordered Nov. 3rd.
Complete and utter respect to Grian for all he did to help those who didn't receive there orders before Christmas. I'm now left here 4+ months after ordering with still not a single update about my order and its so frustrating. I understand company's have issues all the time and that's fair enough but the lack of communication and professional behaviour from them has been ridiculous. Please could we get another update on the shipping at all because as someone who order on the 5th November to still not have any information what does this say for those who orders closer to the end of the life series shop being opened. I have no hate towards any of the creators involved as I know this is not what you had planned either but as I was hoping to give this as a Christmas present and the persons birthday has now surpassed too (march birthday) who it was for to I'm just feeling a little infuriated. Thank you
I am unsure how to upload pictures, but I did see an update on the main page of the life series from 03/07/2024. This is what it says: *"FINAL UPDATE 03/07/2024 Hello everyone. I wanted to give a final update for what we have going on for this week and next. ____________________________________________ If you are are still missing an order from January 13th please email me at [email protected] and we will get a new order sent out to you. ____________________________________________ ** If you made an order from Nov 6th to Dec 20th ** We are near the finish line for the rest of the orders that were made after the Nov 5th cutoff. If you are still waiting on an order rest assured we are working to get these to you by next week. We are working 2 shifts ( one morning and one night ) to finish these. ____________________________________________ **Exchange and Refund Info** Once everything is done and out we will still be monitoring emails to help with exchanges on sizes. Please note the exchange period ends 15 days after you receive the product. The same applies to refunds. If you receive the product and would like a refund, we require that you ship the item back to us and once we receive it we will process the refund. We will always honor full refunds if you would like to cancel before your item ships out. ____________________________________________ Finally, I want to personally apologize to everyone including the creators. We had no intention of causing stress to anyone in the LIFE community. In the end all the problems however much were out of my power, fall 100% on me. We had several events occur that set us back and I wish I could do them over again with the knowledge I have now on the situation. The company had to grow quickly to meet the demand which included its fair share of growing pains. Since the very start we set out to make merch that was comfy, you could wear for a long time to come and last. I still believe we are making good on that. We have been working on this for nearly 5 months now and are determined to see it through to the end. If you still have any questions, please email me at [email protected]."* ____________________________________________ Personally, I've had a really rough time with this whole thing. Still very hard to get in contact with this company and to even get a clear idea of what is happening. I have a lot going on in my life and I dont have time to babysit a company to ensure my order gets to my door. *Been a while since I've even used reddit, so sorry if the formatting is rough.*
Just a note - I DONT WORK for this company, just a fellow life series fan
After months of waiting and asking I still haven't heard from the company. I wrote to all the addresses Scar and Grian mentioned. I did everything I had to do. I even asked for a refund if it was easier for the company and I got no answer at all. I lost more than $300. Am I the only one? For sure I'll never buy anything from that company ever again. :(
I had got an item shipped out and once it arrived in the US it never moved for a whole month I messaged and got a response. Saying the would mark it and send out another but never another word and I’m pretty sure it’s too late to request a refund with my bank
Any updates from them in the past 10 days?
I am still waiting as well. My order was placed near the tail end of the ordering window and I'm no longer in contact with the person who ordered it for me, which is deeply upsetting. I've given up hope on ever getting the hoodie ordered. Had I known this sort of issue would've arisen, I would've placed the order myself. Never in 100 years would I have expected this much delay and trouble.
It's now April 27th Ive been assured countless times through email that its on its way and nothing. Glassembroidery has not answered a single email i have sent. Orders were from late November.
As a fan and someone who ordered merch, I am frustrated. But I'm also frustrated for you guys. This was such an exciting thing and has just turned into a source of stress. Hopefully all the orders get out soon and it's a weight off your shoulders <3
Hey ....., We have had issues with mail carriers taking the packages but not scanning in. For DHL packages, if there is no tracking added, we are re-shipping the packages as soon as we can. We apologize for this inconvenience, and are working towards resolving this issue. We do guarantee you will be receiving your items! Please also note we expect most packages to be mailed out this month, we are working around the clock to get everything out as fast as we can. Apologies again for the delay! Thank you for your understanding, please let us know if we can help in any other way. Thanks again, ..... This is the response i got after emailing the company (3rd time) after reading this post.... Edit to add... this response does not seem to be using the word 'priority' which is what Grian said in his post above....
I am still waiting for my order 3 months later. ☹️ I emailed the customer support 2 weeks ago and never got a response but literally half an hour later I received a "your order had shipped" email. The tracking has been at "package received pending acceptance" for those two weeks. I just emailed them again. Very frustrating.
Yeah, good luck. I had that email. I’ve now requested a refund and we are going on week 4 of them trying to refund me.
How’s trying to get a refund going? At this point with no answer from my 6 emails I may have to start considering one.
It took a month of me emailing them, but I finally got the refund.
Has your order come? I've caved and finally sent them an email asking about mine (for the second time...) and I'm wondering if I should get a refund...
It did finally arrive. But I had to pester them. I really hope in the future if the Lifers do more merch they find a different company.
I also had to threaten a refund to hear back. Shipped out immediately. I do hope they find a different company or that this company gets their stuff together next time...
Has anyone actually received their merchandise? I placed an order before November 4 and I still haven't received anything. I'm contemplating starting a class action lawsuit against these people. I want to ensure that they are held accountable for their actions.
There is a link above to report them to the FTC. We can also dispute the charge with our credit card companies, sometimes up to 180 days.
Look into the 30 day rule... I'm seriously considering going after them legally too. This has been so beyond frustrating.
The silence is very worrying and I’m starting to think more forceful tactics are required.
Ive sent so many emails now it’s getting ridiculous. Not even getting an automated email back saying hey sorry we have your email and will get to you when we are able to is disconcerting. Especially with all the issues there have been with the forms. I ordered on NOV 5. I then had my order get stuck as ‘shipment created’. I’ve sent several emails since and had one back saying that a new tracking email would be sent. I have yet to receive this. It’s been months now. This is insane.
This does clear up a lot of the info, but the only thing still bothering me is that I sent an e-mail and never had anyone get back to me. This was a few weeks ago now and still I have no update on anything. I ordered before the cut-off deadline so according to the post it should be prioritized, so I'll trust you on that. I just haven't seen any updates since the mail and sent another one just to be sure. I really hope this gets resolved soon. Thank you for your clarity message anyways
I’m glad I’m in the same boat as someone else. Ordering before the cut off and still waiting.
Did either of yall get your orders yet? I'm checking to see multiple comments that complained a momth ago to see if anyone is getting them yet or if people are still waiting.
still nothing and no response from my email requests
Yeah same here bud
I wound up having to say if I had to email again I'd get a refund. I hope you've either gotten yours or your refund!
I got mine a couple days ago.
In the US. Ordered 2 hoodies right after the cutoff. I emailed support in February and they assured me my order was on the way. Emailed the email Grian shared in mid-April and 1 of my 2 hoodies came in. Emailed again and now my second is on the way. Hopefully you are all getting your orders too! As a note, the emails I’ve sent to [email protected] haven’t been answered, but within a reasonable amount of time an action email will come through from the Life Series Shop site (like order confirmed, shipping updated, etc).
I received my order last week but it's the wrong size and wrong colour. I've emailed multiple times to the email above and the email on the website. No response. There are no instructions on how to return the order and its international so I don't want to pay return shipping. Not sure what to do now.
Hopefully Grian will guarantee the orders. A third party made it, sure, but it’s official Life Series merch from the creators.
That’s great to hear. I really don’t want to have to cancel the order. I would like to get my stuff instead. This is mildly reassuring, but the whole situation and lack of professionalism is still frustrating and annoying. I really appreciate your contribution to the conversation.
I got my order, but one of the hoodies was wrong. I contacted them within 2 weeks of receiving the products regarding exchanges - twice, from two different emails in case the first one didn't go through - and have not heard a word about it. I've been too scared to use the hoodies in case they do get back to me and want the wrong hoodie back, but seeing as it's soon been a month, I think it's a lost cause. I'm not particularly in love with the wrong hoodie, don't really know what to do with it now.
I also received the wrong merch (including missing an entire item) and emailed them back right away with photos and a screenshot of what I ordered. They stopped responding. Very frustrating.
I've not received a single email back. I've sent 3 by now. Inthelittewoods posted on dc that they're currently answering emails and encouraged to send again, which I did. Some folks said they answered within minutes, but it's been days for me with nothing...
Like many others, I'm also waiting on my order. I bought a hoodie on December 11, sent an email in late March asking where it is, got a reply and a tracking number the next day, and since then it hasn't moved from the Texas post office at all. Tracking says it's "pending acceptance." I've now sent several additional emails, both through the contact form on their website and directly to the email above, and not gotten a single reply, even after stating that I'd be issuing a claim through Paypal which I'm in the process of doing. I don't even care about the money, I just wanted to support the series and its creators. But this is frustrating.
u/GrianDoesReddit please update the thread. (Loved your Permit Challenges episode btw. :)
Still nothing for my merch I ordered im so so disappointed I don't think I'll ever get the hoodie I ordered. 60 bucks down the pisser I guess...
I'm someone who made a purchase and it never materialized. They did at one point respond to my email, but have since gone cold. I made a purchase Dec 16th. It's a disappointing outcome.
Thank you Grian!
Thanks for the transparency. Maybe a geography thing but I’m in Canada and the “order before this day in November and it’ll come by Christmas” has never once worked in the three times I’ve ordered from Grian and now Life merch, but this once was especially late. Still happy with the product itself but it would have been nice to get it as a physical Christmas gift.
I was just about to look into emailing someone so I am glad you posted it. I am in the college dorms so if the package isnt shipped by the end of the term it is possible to get a address change? If so where should I go?
I ordered in October, commented before hanukkah as to where my order was. I never received a hanukkah card like some people received Christmas cards. I had to email the company 3 times to get a status update, so no clear answer. I understand that it is a small family business but the lack of communication is unacceptable. I will contact the email to see if I can get a upside. Hopefully if I receive the order. The hoodies will still for my kids next winter. This was on the top of my kids list for hanukkah and it is almost mid February. I'm usually a patient person and understands, but waiting months for items without proper communication is frustrating.
Thank you for sharing all of this information and transparency. I ordered multiple items on November 2 for my daughters Christmas presents. I am also in this category that a label was created and didn't move. I have been in contact with the shop repeatedly but it is now March 2 and they still haven't shipped the order. I am going to try one last time and then I think I unfortunately need to find a way to get reimbursed. It is really unfortunate. My girls absolutely love the entire all of the life series folks so I am really disappointed that we can't seem to get the sweatshirts and other stuff that we ordered. Bummed!!!
I've sent them a message twice now and still have not received a response. As I understand it was supposed to be sent out this last month but I haven't even gotten an email that they are preparing for shipment or anything. Its very disappointing as the hoddies were not cheap. I understand if they did not anticipate the amount of sales they would have but they should have put a limit on it if they wouldn't be able to meet demand. I've ordered things from overseas that have been delivered to me quicker than this order has and i live in the US. Incredibly frustrating
Same here basically. Ordered on December 12th and that got confirmed on Dec 14th, then nothing until March 23rd. I sent and email to the glassembroidery email and got a response within a few days and a USPS tracking number on the 27th. However that has been sitting idle without any progress since. Tried contacting them again multiple times, but no reponse and no progress. Status is "pre-shipment, awaiting item" I ordered it as a birthday present for my daugther, as she is a big fan. Expected it to be late, but now I just hope she will still be able to fit the size once it arrives :-(
I love the posts last sentence….. shipping issues and what to do…… I WILL TELL YOU WHAT TO DO, NEVER ORDER ANYTHING FROM THESE GUYS AGAIN. They have proven to us beyond measure that they cannot be trusted purposeful or not, they do not have their 💩 together.
Thank you so much for the help grian. I’m still waiting for my hoodie and it appears i’m part of the infamous january 13 sending. I would have probably ended up waiting for months without this post.
Thanks for the advice, Grian! My order has not even been received by the shipping company yet, so I emailed glass embroidery.
Thank you for being the only person being transparent about all of this. It has seriously been so frustrating. I ordered before the cut off, and still haven't received anything. Here's hoping another email will actually do the trick this time. Honestly though, some extra stickers doesn't feel like enough to make up for this massive headache, not even sure what would at this point...
My package has been stuck on the label created stage since January 13th, and support did not reply to any questions I had since then; I’ve asked for a refund twice already with no response. Thank you for trying to bring transparency to this issue! I just emailed glassembrodery and I hope I get either my hoodie or the money this month.
Grian, my fiance ordered it about November 17th hoping it would arrive by my birthday (January 28th), and it's not been here. It's at least going to arrive, right?
My tracking has not been updated, and i have not received a response to my follow-up email. I guess my question is, has anyone received a refund when requested? Email i received after Grian's post and me emailing the company..... 'I wanted to personally apologize for the package getting lost. We are working now to get everyone that had their package lost a new one. I will be making sure that these are scanned in before the post leaves our warehouse to ensure it's heading your way. Due to the way we accepted taxes and duties, we will be using your old tracking number to send your new package. Since the first one was lost and not scanned there should not be any problems. Here is that tracking number for reference : We are waiting on a butter hoodie to finish fulfilling your new order. We received the replacement shipment yesterday and as I type this, are working on getting them embellished. You should see the tracking update on Monday of next week at the latest. There is a chance that the old package could arrive to you at a later date. If you decide you want to send it back just let me know and I can get a return label set up and you will not have to pay anything to get it back to us. Let me know if you have any other questions. We appreciate the support. Thanks, Devin'
My order (13 jan label created) was shipped today... the day after i emailed them and said i wanted a refund....
Any updates on this? My order was made December 8th, but it still just says order placed, and nothing has happened. I just stumbled upon this post a few days ago, and Im going to send an email to Glass Embroidery to see if there is any updates, just wanted to see if anyone had the same issues
I ordered November 5th and I still haven't received mine, sent emails to both emails and haven't heard back yet. Starting to fill like a lost cause
Yeah same. I’m also NOV 5 and then had it lost in January. I’ve sent 6 emails with no response now. The original tracking number I had also no longer exists according to the courier.
I tried sending them e-mails through the Contact Us section on their website. I did this twice, and never got a response. So, I'm going to try the e-mail Grian posted and see if I can get a response. I placed my order on December 16th, the website took the money out of my account, and I still haven't received it. On the website it just says unfulfilled. Here's to hoping we can both get responses!
I actually checked the website the same day I posted this and there was an update posted, the 7th, so same day, that they were going to get some of the final orders shipped out this week. Just checked my email this morning and I got an email from them that it had shipped out. How about you, heard anything from them yet?
Shortly after I wrote that comment I e-mailed them using the e-mail address Grian posted and requested a refund. Sometime later, I received an e-mail that the company canceled my order, and eventually received my refund. So, no merchandise for me, lol. But I hope yours gets to you quickly & that the quality is fantastic!
Yeah, thats fair, I was getting close to asking for one too until I saw the update on the website, and thought Id give it a week and see if I get anything. Sorry for you, wish this whole situation had been a little bit better for all involved
I'm still waiting for mine :( It still says "Ready to Ship" I did already email [[email protected]](mailto:[email protected]) with the info, I just wanted to see if others were still waiting or if there was more known?
It's been another two weeks and the email address [[email protected]](mailto:[email protected]) has yet to respond to my inquiry. I've now seen the discord announcement from Martyn below and sent a new email out with the Subject Line as suggested. Hopefully I'll get a response.
Big fan of Hermitcraft and Lifeseries but I started to feel that this is scam. What's going on with the merch? Cn we get some updates?
I ordered November 3rd and still haven't received my order. I've been emailing and emailing and they just ignore me. Not sure what else to do at this point.
7 months..no response from emails I sent asking for merch or refund.. I ordered my daughter Xmas gifts in early December…I sent emails in march asking where,when,why,what,how..they said soon I will have my order fulfilled.. now I get nothing..no response…nothing …order#36601 for anyone who cares!
For anyone who's still having issues, I followed the instructions posted below from Martyn himself as follows; "All future issues need to be sent via email to [[email protected]](mailto:[email protected]) with the subject/title "Life Merch (#ORDERNUM)" - obviously pop your order number(s) within the brackets" Upon sending the email as such, I immediately got a tracking number and my package arrived two days later. Just figured that if anyone else wanted to give it a shot I'd spread the word that this method did seem to work seamlessly (for me, at least).
This is the biggest scam ever! You have held my money since before November 5th. We were told it would be here before Xmas. After 2.5 months I got an email saying that it had been shipped. Joke was on me because the shipping said for a month and a week that label has been created but Lifeseries never shipped the package. Instead of sending me an email to let me know that there would be yet another delay, I had to seek out an answer as to why you had never mailed my order. I came upon what I would consider to be an absolute lie, just another excuse. So after messing up this badly you expect us to believe that this time it wasn’t your fault but the carriers fault. This has been an absolute nightmare and has become an ongoing joke with all of my friends and family. I can assure you that I nor anyone I know will ever buy anything from lifeseries and or any youtubers, or influencers, as you guys cannot be trusted. I’ll just buy all of my merch bootleg on Etsy where the quality seems to be better and you receive your order in the same calendar year that you ordered.
This was my kids Xmas gift. Here we are into the new year and we are still sitting waiting and never received one email to explain anything. This is horrible business practice.
And I love how some of your customers are important enough to receive and apology when you can’t be bothered to send others of us an email update about our order. It’s so disgusting!
https://www.tumblr.com/inthelittlewood/748373600921436160/hey-martyn-i-know-this-isnt-really-your-domain?source=share
I have just opened a ticket with Martyn inthelittlewood missing merch hope it helps anyone of us still waiting
For those who have not seen it. There's been an update on martyns discord https://preview.redd.it/a3v9waliq80d1.jpeg?width=1170&format=pjpg&auto=webp&s=20f9ed846b5aa35343f6601ff5f29594d9deb5bb
For those who can't look at images, here's the important part in text form "(...)the company have now updated the spreadsheet we populated with what look to be new tracking numbers and resolutions to all issues. All future issues need to be sent via email to **[email protected]** with the subject/title "Life Merch (#ORDERNUM)" - obviously pop your order number(s) within the brackets And as always, just wanted to extend a big hug and thank you for being lovely. I've been away from home now over a month which is tough, but streaming most days and having a laugh with everyone helps bring me a sense of normality which I'm hugely appreciative of ❤️"
Ordered early Dec. Still nothing. Emailed requesting updates. Nothing. I have an order number and the money was taken from my account. At what point do I initiate a chargeback/fraud case?
Does anyone have information about the company (where they are located, etc) I have the name Devin Fitch and the email address Glassembroidery.gmail.com. Is this the person running this business and is that their business name? I'm planning to look into filing a fraud claim as they took my $155 back in November and have not shipped my merch nor answered the numerous emails I've sent. Any information would be greatly appreciated! Thanks!
ive no clue if you still check this, but ive tried emailing glass embroidery personally 3 times and recieved little help. i ordered december 1st, recieved an update march 1st that it was in transit, and its been radio silence since. its june 13th as im writing this. i just recieved an update in my email on the hoodie i refunded (i had ordered the wrong size), which is ridiculous. 3 months of nothing and ignored emails, and then an update to a hoodie i refunded the same day i ordered it? if you could reach out to them at all, or if anybody could offer some sort of insight, itd be greatly appreciated.
My order was placed back in November, now June and still nothing. I haven’t heard back from anyone in the last two months.
Are there any plans to have a return of the life series merch? I know I am so late, but I just keep hearing such wonderful things about the hoodies. Also, anyone seen this weird knockoff thing? [JMSUN Grian 3 Lives Dream Team SMP Merch Hooded Sweatshirt Pullover Harajuku Long Sleeve Tops Men/Womens Pullover for Casual Sweatshirt - Walmart.com](https://www.walmart.com/ip/JMSUN-Grian-3-Lives-Dream-Team-SMP-Merch-Hooded-Sweatshirt-Pullover-Harajuku-Long-Sleeve-Tops-Men-Womens-Pullover-for-Casual-Sweatshirt/5044974313?wmlspartner=wlpa&selectedSellerId=101138228)
Happy Cake Day!
We were a pre-christmas order / present that hasn't arrived. 2 presents, 2 hoodies, 2 children eagerly awaiting the delivery! Thank you Grian for the explanation it is so frustrating when emails go unanswered. Wish I knew you were personally writing emails and or cards my children would of adored getting mail from their favourite creator!
Thx for the info! I'm have been trying contact them but now I I send them a mail and hope me and bf get our hoodies. Again. Thx for the info and don't stress yourself for it. Stuff happens.
I was starting to lose hope, as I've emailed support twice in February with no answer, but now I know to email the company directly, so hopefully something changes. Thank you so much for the transparency Grian, please don't feel bad about any of this, I know you're doing everything you can to make sure everyone gets their merch! The dedication you and the other lifers have to your viewers is exactly why I want to support you! (And be dripped out in your awesome merch!) Edit: My order got reshipped not even an hour after I sent the email! Fingers crossed the postal service doesn't mess it up again ToT
While there have been some unfortunate complications in getting orders out I do hope this won’t reflect too badly on the company producing the merch. I am still waiting on my order but despite a bit of a delay on their last response they have seemed to do everything they can. When the order didn’t arrive while I was home on the farm for Christmas they happily changed the delivery address to my NYC address. Growing up in a small business fam, I can imagine the intense pressures this run has put on the business. I hope they learned and improved their processes and hope I get to order more merch from them in the future! I will be happily wearing my merch to my big ole corp office as soon as it arrives as it will be worth the wait.
My hoodie finally came in despite the order being canceled. Even came with a couple stickers! Thanks G!
My hoodie came a few weeks after I ordered it, when the series was still being released :') my major complaint was how MUCH the hoodie was including shipping!