"I have never been so impressed by the Customer Service of an online store before. I ordered a multi-tool keychain and through a shipping mix-up, received a tshirt instead. I emailed thinkgeek and told them of the issue. I received a prompt reply telling me that a replacement was being sent out for me and should arrive in the next few days. Without question they rectified the situation. A+!"

"Excellent service, amazingly fast turn-around time (3 business days between shipping and arrival at my door in NEW ZEALAND!) and great t-shirts. Will definitely shop there again."

"Well been shopping at think geek for awhile now and there really fast at shipping 24 hour or less to place your order.(make sure to order Mon-Fri) This time I tried DHL@Home it was ship on the 22nd and it arrived here on the 28th. Everything was there and neatly packaged compared to other places I bought from and as a add bonus a coupon code for $5 or $10 on my next order! So I will be buying again soon from think geek and would recommend them. ;D"

"My order shipped within 24hrs. I received it quickly as I paid for 2 day shipping. Shipping cost was very reasonable for 2day, especially since my order shipped in 2 boxes. I was happy with my order and I would buy from them again."

"I love browsing Thinkgeek for all of their great, fun products and gadgets. They have an excellent selection of very unique items, but some of their stuff can be found cheaper elsewhere. So far I have made two orders from them with no problems.

I placed both orders at night and they both shipped the very next day. The shipping to Indiana only takes about 2 days via DHL from New Jersey, but it arrives via USPS since DHL transfers the packages over to them. The shipping price starts at around $6 which is very reasonable.

If I see anything else from them I like at a good price, I wont hesitate to buy from them again."

"Would NOT buy from again. Though had nice eclectic selection, and prompt response from customer support. Like another reviewer, I was hoping to get a unique birthday gift in on time and was forced to come up with...nothing! Initially I noticed that after a week that my order was still in the "processing" stage which I found strange but I got a very prompt response (same day) to my email inquiry on my order status. The helpful person told me the warehouse will be notified and the item would be shipped immediately. I found this comforting as the item was in stock when I ordered it, and thought it was a basic error.
I let 1 1/2 weeks go by and still no order. Following a 2nd email, I was told the item not in stock for at least two weeks (putting the estimated ship date to past a month after ordering). Yet, as of this message the website still says the item is in stock even after I canceled the order and notified customer support that the site status was incorrect. In the end, don't rely on this seller for time sensitive (i.e. < 1 month) shipping.

Also, I see some people were offered a $25 coupon for their grief but I would have just preferred the actual item (less than $25) was sent. Or more importantly, that the website status to be accurate so I don't foolishly miss another birthday. This ranting may seem extreme but that is what this website is for (-and may I add managed quite nicely). In the end, I wouldn't recommend shopping here and to the owners of the "store" who may read this: consider starting an eBay storefront instead of running a website if you're unable to fulfill orders and actively manage site status.

My 2 cents, -happy shopping."

"Always have good luck when I order from Thinkgeek.com. Orders always arrive faster than expected, and the one time a package was delivered damaged (a poster in a tube, which I appeared to be damaged by the shipping company) they replaced the item by the next day - even though it wasn't their fault. I wish all companies could be as customer service oriented as they are. I highly recommend it."

"Ordered a LED BINARY WATCH.Shipping was good, watch was new and works great.No real problems"

"I signed up on this site specifically to leave this review.

Thinkgeek has the worst customer service I have ever had to deal with. I purchased an item on the 17th of February(I had also purchased quite a few items the day before and had no problems, but then again, I didn't have to deal with their customer service on that one). I checked back on the 20th to make sure it had shipped out as it was a b-day present for a friend. It was still showing "incomplete" on the 20th.
I tried to contact thinkgeek about the issue, but their 800 number was busy... for three days straight. I sent three emails asking for information, none of which got a reply. My payment had cleared, but it was still showing as incomplete on their end.

Finally today(the 22nd) I got ahold of somebody on the phone. She looked it up and said the purchase info been changed(?), that the dollar amount was different. Not sure how that could have happened.
Then she said that I closed out of the "paypal window" before the transaction was complete, so some how it was my fault that the order did not go through, even though they had my cash in their account.

They didn't offer to fix the situation at all. They could have kept a customer, by just bumping my two day shipping up to overnight and sending the item out, but instead they just canceled the order.

Also if they had responded to my emails in a timely manner, this whole issue could have been solved as well and they could have kept a customer.
It all comes down to a major lack of communication. Any issues could have been solved in manner that would have pleased everybody if they had only responded to the emails or answered the phone.


My kids love their site and all of the cool geek stuff as do I, we have purchased quite a few things from there in the past, but how can I trust that they will not screw me over like this again in the future?



{EDIT} March 5th reply.

The thing is.... I never made any changes AND I completed the paypal transaction. I have made a few purchases from thinkgeek in the past, so I knew how the ordering works. Is it just possible that somehow your web ordering system encountered a mistake that day?

Regardless, answering either email or the phone once in awhile will help you keep your customers happy.

Thank you for the reply and the gesture."

"Received order promptly. For some reason, the product shipping information wasn't ever updated on UPS.com (which is ENTIRELY UPS's fault) which lead me to believe that the product hadn't shipped. However, it indeed had and arrived at my doorstep today. Product was packed nicely and a catalog was included in the box.

I'll most likely be shopping here again."

"Ordered a shirt, everything went fine, received it and it looks better than I expected."

"UPDATE (sort of) on 1/23/2007-- Notice that 18 days have passed, and this company doesn't even care enough to respond to my (or anyone else's) comments. I just thought I'd point that out...

MY ORIGINAL COMMENTS FROM 1/5/2007-- I cannot believe this company is so inept at fulfilling a simple order. I wanted an Aerobie Aeropress coffee maker. ThinkGeek looked like a nice place to do business. The site is cute and personal, and the flat shipping fee seemed reasonable. Well, that's the last of the positive comments about them.

I put an order in on 12/27/2006. My account status said "Processing" on 12/27, 12/28, 12/29, 12/30, 12/31, 1/1, and 1/2. At that point, I figured it might be a good idea to contact them and see what was going on. After all, New Year's or not, seven days is more than enough to "process" an order...

On the morning of January 3rd, I called and spoke with "Dee" who was clueless as to the whereabouts of my order. She said she needed to "check with the shipping department." She repeated this several times, as if it were an arduous task to talk to a shipping department. She also kept referring to UPS needing time to deliver the package (Ground Shipping). I said, "The package hasn't even been shipped yet. That's what I'm upset about. I understand that UPS will need a few days to get it to me, but you don't seem to have even sent it yet."

I told her that most other companies would upgrade the shipping to Second Day or even Next Day if they screwed up sending out an order. Again, she repeated her mantra about needing to check with the "Shipping Department." At that point, I gave up. I felt she was absolutely uninterested in helping me. I decided to just wait to see what would happen.

Well, January 4th and most of January 5th went by. Still nothing after 9 days of waiting patiently. I called them again. This time a man (I didn't get his name) looked up my record. He said "Dee" had "sent an e-mail to the Shipping Department" but had yet to hear back from them. (I hope this place doesn't start fulfilling orders for organ transplants in the future. There would be a lot of dead people...) Anyway, he told me to hold an he would go physically check on the status. Well NINE minutes later, he came back to tell me that they had magically sent my order out "today". So conveniently, it was of course, too late to upgrade my shipping method. This, despite the fact that I had asked for a shipping upgrade TWO days earlier. And of course, he wasn't even slightly apologetic or conciliatory about any of this.

What a horrible company. I hope they go out of business. I will never give them a penny again, unless I get some kind of apology and restitution for what they did. Free overnight shipping on a new purchase, or a rebate for all of the shipping I already paid would do just fine..."

"This was my first order and it went very well...fast shipping, correct product....completely satisfied."

"Cool items, quick delivery, killer customer service!! Bette was great! Already placed another order for a binary watch for myself!"

"They offer next day air but can't ship for 3 to 5 days because they are too busy what a crock, then when you try ot cancel the order they will not gaurntee it you can just refuse the package what ever charge me 25.00 for next day and then not deliver this is the problem with people who dont do there own shipping they lie and count on someone else to make them look good and then don't deliver, makes me want to open a web store from my home so I can screw the public"