Pokémon TCG: Sword and Shield—Brilliant Stars

What's going on with the Professor Store?

Dark Legendary Master

Dark Legendary Master

Active Member
I placed an order on the Professor Store on the 27th of March. And I thought the orders were processed at the end of the month and shipped shortly thereafter. But now it's April 14th and I still haven't received anything. And every time I check the order on Pokemon.com, it just says "Payment Received". What's going on?
 
I have a feeling it's not quite up to proper usage yet, since when I went to order something, it said I had 1715 professor points available. A bit more patience will probably pay off. If you still have a problem at the end of this month, you can always try [email protected]
 
On the 19th of March I sent the following email and on the 22nd I posted it on the Professor section of the OP forum:
Hello Professors!

This email is a notification that the Web Team will be working on the way that Professor Points display on Pokémon.com today. While they are working your Professor Point totals may appear to fluctuate significantly for no apparent reason.
Please rest assured that no one will lose points they have earned, and once this work has been completed points accumulation will display the way they should.
We ask that you please refrain from placing any orders or reporting while this work is being done. We will be sending another email notification once these issues have been resolved.
Thank you all for your patience during this transition!
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At this point while orders can be placed and reports are being recorded, not all issues are resolved, orders are still slow, and I have not sent the all clear email. Sorry for the delays all!
 
I've been waiting for a while, too. The thing is, there's no indication as to when they'll be shipped. I have received items that still show up as "payment received."
 
Since April there have been several batches of Professor orders shipped. Currently the delays are less system issues as much as timing issues due to the fact that we have been taking care of Nationals and Worlds issues.
 
@Dan: So the system issues are worked out? In that case, can we expect any shipments between Nats & Worlds, or will we be waiting until after?
 
AyameHikaru said:
@Dan: So the system issues are worked out? In that case, can we expect any shipments between Nats & Worlds, or will we be waiting until after?
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I believe that we should be able to send through at least a batch or two between now and Worlds.
 
Has anyone received a Professor Store order that was made since May 28th? I'm trying to figure out if they're that far behind, or if it's just me, and I haven't had any luck getting a response from customer service.
 
I'm June 1st marked, and no sign of getting my order still. I'm guessing we'll all just have to bite the bullet and wait until after Worlds.
 
I was told that all Professor orders would be processed today. I'll try to drop back by here when I have confimation.
 
Hmmm, not sure if they've been totally processed. I've had points taken off my account - of which I'm pretty sure I have waaaay too many of, yet I haven't recieved. I realize you guys are just getting back into the swing of things, but could you please look into this again, please and thanks.
 
I'm guessing that the delay is related to the Play! Pokemon name change... I'm waiting on a lab coat, and they debuted the spiffy new ones at Worlds. I'm excited about the possibility of getting the latest and greatest merchandise, but that being said, I'm a little frustrated that there was no indication at the time of my order that there'd be a several-month delay, and that I've gotten no update on progress since.

I realize that the Professor Values require that I try to resolve my issue through official channels. I submitted a customer service ticket a month ago, and I've gotten no reply. My membership to the OP Forum has been pending for even longer than my Professor Store order. I'm doing my best to maintain the level of professionalism expected of me, and I'm disappointed not to get the same in return.
 
Pajamas said:
I realize that the Professor Values require that I try to resolve my issue through official channels. I submitted a customer service ticket a month ago, and I've gotten no reply. My membership to the OP Forum has been pending for even longer than my Professor Store order. I'm doing my best to maintain the level of professionalism expected of me, and I'm disappointed not to get the same in return.
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I appreciate the fact that you continue to uphold the Professor Core Values and I'm sorry to hear that you feel that the delay's we are experiencing is due to a lack of professionalism on our part.

The Professor store ordering process is the last major issue remaining with the new site but it is nearly fixed. Your registration to the OP forum has taken longer than usual because we are launching a new forum shortly. When it goes live, you will be pre-registered along with all of our volunteers.
Of course Worlds delayed things as well, but now that we are back in the office, these are the kinds of issues that will be getting all of our attention.
 
Biggie said:
I'm sorry to hear that you feel that the delay's we are experiencing is due to a lack of professionalism on our part.
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To be clear, it's not the delay that I was speaking to; I'm sure every business runs into some unforeseen event at one time or another, and you deal with it as best you can. My concern with regard to professionalism is leaving customer service tickets unanswered for more than a month at a time... even just a "we're working on it, hold tight" seems common courtesy. In any case, I'm glad I've found some channel for communicating with you, and I look forward to my merchandise whenever it arrives.
 
Pajamas said:
To be clear, it's not the delay that I was speaking to; I'm sure every business runs into some unforeseen event at one time or another, and you deal with it as best you can. My concern with regard to professionalism is leaving customer service tickets unanswered for more than a month at a time... even just a "we're working on it, hold tight" seems common courtesy. In any case, I'm glad I've found some channel for communicating with you, and I look forward to my merchandise whenever it arrives.
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The delay in getting back to you is part of what I was talking about. There aren’t any tickets just sitting around not being answered, there are just tickets that have not been answered yet due some reasons I listed above and others I’ve not listed.

If you would like to PM me your email address, I will be happy to check and make sure that your inquiry is in the proper queue.
 
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