One of the items that August placed on his list for his upcoming birthday – under the section of “Fancy Gift” – was a 6 month subscription to Loot Crate. He created the “Fancy Gift” section for a couple of big ticket items that he doesn’t actually expect to receive, but he’s letting us know what he would like.
We got him a couple of things from the regular portion of his list, but we also decided to, what the heck, go ahead and get him that subscription. The only thing is, Loot Crate doesn’t always offer stuff that is appropriate for a 12 year old. Laura and I started looking into some subscription box alternatives.
Hero Crate was our first choice, but it was just out of our price range for what we were considering. And it didn’t offer a six month subscription. Eventually we settled on Nerd Block. There are several options there so we got the Nerd Block Classic. Only I accidentally subscribed for 12 months instead of 6. Well, it certainly will be a “Fancy Gift”.
When I went to print out the receipt a couple of days later, to give him something to indicate what his birthday present would be since the box would not arrive until some time after his birthday, I couldn’t find it. Looking on the website there wasn’t any way to directly and immediately contact the company. There wasn’t an email address or phone number. Yes, there is a form automatically sends an email, but it says, after the message is sent, it could take 72 hours for a response. This was on a Thursday. At worst I expected a 24 hour turnaround. I will come back to this momentarily.
Since I wouldn’t have the May Nerd Block in time for August’s birthday I ordered one of the past blocks that was available. It was more expensive than the usual monthly price per block for subscription, but should arrive in time for his birthday so he would have something to open. After placing the order I did not get an email confirmation, so I began to get even more worried. Fortunately I took a capture of the screen when the order was placed – which included a phone number. I called it and received a message saying the customer was not available. After leaving a message I took to twitter.
Note the times.
@NerdBlock would really like to talk to somebody in customer service about an order that was placed but isn't showing up
— post post modern dad (@ppmdad) May 7, 2015
@NerdBlock Not getting any confirmation on my order. I placed a phone call but no answer.
— post post modern dad (@ppmdad) May 7, 2015
We need your help again! This time we want to know your opinion on Star Trek! Click on the Poll Tab (Under More)… http://t.co/N8SNYCLwN4
— Nerd Block (@NerdBlock) May 7, 2015
@NerdBlock I need your help!!! Please respond. My son's birthday present is on the line here.
— post post modern dad (@ppmdad) May 7, 2015
@ppmdad we don't have a phone number, the only way to contact customer service is by emailing info@nerdblock.com
— Nerd Block (@NerdBlock) May 7, 2015
@NerdBlock I need to know if my order was actually placed or not
— post post modern dad (@ppmdad) May 7, 2015
@NerdBlock are you not able to help at all?
— post post modern dad (@ppmdad) May 7, 2015
.@NerdBlock has not been helpful with customer service issue. Might have to look at @PowerUpBox or @TheGeekFuel for my son's gift
— post post modern dad (@ppmdad) May 7, 2015
No confirmation of order from @NerdBlock and I'm wondering if I'll be double charged a couple hundred $ and no real response from them
— post post modern dad (@ppmdad) May 7, 2015
Ultimately I went with The Geek Fuel. When I placed my order I got a confirmation email right away. At least I know THAT order went through. Then I noticed it said the box would ship on June 20, not May 20.
@TheGeekFuel Did the May box already sell out? I subscribed as gift for my son but the next shipment is June 20?
— post post modern dad (@ppmdad) May 7, 2015
@ppmdad It's a glitch in our computer, we're working on getting it reset!
— GeekFuel (@TheGeekFuel) May 8, 2015
@TheGeekFuel So if I subscribed he will get it this month?
— post post modern dad (@ppmdad) May 8, 2015
@ppmdad Yes, he will get the May box!
— GeekFuel (@TheGeekFuel) May 8, 2015
And note the times of the replies from The Geek Fuel. Not only were there multiple replies to my inquiries, but the issue was addressed. The only response I ever got from Nerd Block was that one singular response on twitter. No email response from my earlier inquiries either. As I type this out on Sunday this is where things stand with Nerd Block – unresponsive.
While the first box from The Geek Fuel has not arrived, I have to say that simply from a customer service perspective, The Geek Fuel has already come out so far ahead. And I am already thinking about Christmas.
Monday a little after 10am I get this email:
“Is there an alternate email address or name that may be associated with the Block, as I have searched with the information that has been provided and do not see an active Block associated with your account matching with your email address. If you have any further questions, please let me know!”
I reply with the only other email that it could be for the subscription as well as reiterate my dilemma about not getting a confirmation on the single box that was ordered.
No reply all of Monday, and as of this blog post’s publication (such as they are on the internet) this issue still has yet to be addressed and resolved.
Even without receiving the first box I am recommending The Geek Fuel over Nerd Block.