What is going on with Levenger?

I have been ordering from them for months now, and not just once or twice here and there. I have spent hundreds like many others have here. I try to use the discounts and buy things on sale to afford the products...and the shipping charges. I have been, like many of you, dissappointed in the quality of shipping in relation to the pricing. Although, in order to enjoy these things I deal with it.
I had been very happy with the level of customer service in the past. I recieved a 300 pack of junior paper just because I had inquired as to why the new junior paper was not the same size as what was coming in some of the junior notebooks. They seemed to be on top of their game as far as customer satisfaction goes, and I was pleased.
Recently I ordered a compact bookcloth notebook, and 3 of the sample packs of to do, project, and address. I was so excited to get these because I use them so much and didnt want to spend the 10$ so never bought the packs until they were on sale for 4.95.
I placed my order on 7/18 in the morning. To my delight I checked the site later and it had been shipped out that same day! I was extatic because I was scheduled to get it on 7/22 which is very quick since I normally have at least a week wait. The package came, I opened it, pulled everything out and realized...it wasnt all there. They had only put in one of the 3 sample packs I ordered. So I checked the packing slip to see if maybe it was backordered or out of stock, nope. I was charged for all 3 and only sent one. I immediatly emailed Levenger, not once, but twice before getting a response. I know it takes a day or 2 to get an email back but this was over a few days.
Late on 7/25 I recieved an email stating:

"Thank you for contacting us regarding the items that were missing from your order. I can understand your disappointment. I apologize for this inconvenience. Your replacement order is being processed for shipment.
Please note that you will find some additional activity on your credit card statement. That statement will reflect the initial charge and then a credit for the cost of the item(s) not received. Your statement will show a second charge for the replacement product(s). In other words, you will be charged twice and credited once. We do this so that you will avoid accruing finance charges on your credit card for items that you have not yet received or for items that are now on backorder and will not be shipped until a later date."

So I was relieved that finally they were going to take care of this. Well that was not the case. I saw that they placed an order for the missing pieces but days later it was still "procesing". I kept checking to see if maybe the item was out of stock or backorderd but it wasnt. I was never credited for the missing parts nor have I revieved them yet either. It is now 8/10 and the order still has not shipped despite me emailing them again about it and them responding on 8/1 with this:

"Thank you for contacting us. I am sorry that it has taken so long to receive the missing items. I have updated your account information and you should receive your order in 2-4 business days."

So I was told on 8/1 that I would receive it in 2-4 business days and as of now it still has not even shipped. I am upset that I paid for these almost a month ago and still have not reveived them, not only that but I am getting emails from them saying they are going to fix it but nothing is done. I emailed them again on the 6th, 4 days ago and have not received a response yet. This is getting a bit frustrating to me at this point.
What upsets me also is that since this all happened I have placed 4 other orders 3 of which I received already. Why couldnt the missing pieces be put into one of those shipments? And if that is not possible then why hasnt the order that they made the mistake on been processed yet?
I have always praised their customer service. There are posts by me on this site and I have also sent them emails regarding my satisfaction with their dedication to the costomer. This has brought that way down. Has anyone else experienced any problems like this? I am not one to always point out the mistakes, I prefer pointing out the good things which I have many times. I am just hoping that this is an isolated situation which will at some point be resolved.

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Try calling them instead of email

I've had 2-3 orders from "big" Levenger and 2 from the Ebay site packed incorrectly over the last year or so. I know that sounds like a lot, but (one hates to admit) it is actually an insignificant percentage of total orders...

I must say in every case I called customer service (or emailed the Ebay site folks, with whom I'm now on a first-name basis!) and they immediately made it right. In at least one case they Fed Ex-ed the replacement overnight at no additional charge to accommodate my travel plans.

On the other hand, I've sent at least a couple of questions via email to "big" Lev customer service and never heard back at all. I suggest you just give them a call and see if they "mea culpa".

Yep, tried that...

I had a problem in the past in which I has called, was told the were going to fix it. It was a gift for fathers day and I needed it asap. I waited and they never did anything, so I emailed and then it was taken care of. Needless to say it was not fixed in time for fathers day. I actually prefer email so that I have a record of what I have been told, just in case.

Compact stuff on clearance, right ?

It is being discontinued, according to one Levenger retail manager. When it runs out, it runs out.
"I think the surest sign that there is intelligent life out there in the universe is that none of it has tried to contact us." (Calvin and Hobbes/Bill Waterson)


I read about that too, and I understand that when it runs out then its out. Although this is an order that was placed almost a month ago. The site still has the circa compact sample packs of 50 sheets available and it has been that way the whole time. Aside from that why am I told it I will receive the package in 2-4 business days, and as of now it still has not been sent out.
You are right, when it runs out it runs out. So that is why I want to get the ones I paid for long ago before they are gone. Would it be right if someone placed an order now got the last few and I still had not been sent the one I paid for long ago. And if it were a situation where they were out and just not updated the site for a month...which I doubt...then why was I told I would have them in 2-4 business days. Wouldnt I get an email stating that they are out, and maybe be credited, which also has not been done.
Dont get me wrong, I have long been satisfied with Levenger, but this one time is frustrating to me. I just want what I paid for.

Discontinued, maybe, maybe not.

I thought that compact was possibly being discontinued as well since so much of it was on sale, but Jigglypuff called Levenger and this was the explanation given:

"i called levenger and they said that the compact size is not being discontinued, they just put some of the basic items on sale to try to clear inventory and get more people into the compact size. according to the person i spoke to they said that the compact sale items is a temporary sale only."

So it looks like they don't have a consistent message. If I get a chance this week I'll walk over to the Boston store and see what they have to say. (Yeah, like I need an excuse to go there ;-).