Still just totally in the dark. I used Klarna for the bundle so if this happens with the next couple books, I guess I'm just SOL? If I could just get a refund I'd go buy the PHB at the books store.
LT abandoned the thread pretty fast. Can't say as I blame her, considering it's not her fault, you have a lot of frustrated people here, and she can't really do much to help us. Still, lack of any meaningful communication is only exacerbating the situation.
Honestly, just a little bit of extra transparency, posted regularly, would probably un-ruffle a lot of feathers. Something as simple as a high level "Here's what we know so far, here's the plan, here's what we need you to do, hang tight", once a day, would probably help everyone feel better about being patient while the team resolves the various issues. It's basic incident response stuff.
And now my package is shipping and arriving at a date when I'm out of town so I have to have it held at a local facility. Who knows when or if I'll ever get it.
And now my package is shipping and arriving at a date when I'm out of town so I have to have it held at a local facility. Who knows when or if I'll ever get it.
At least you have a ship date, lol.
My order was "Preparing to Ship" from Saturday until yesterday morning. Then it entered "Shipped" status, which actually means "We made a label for it".
I’m in the same boat. Order with Apple Card as well and have never received instructions on how to charge. I’m a bit frustrated now as the bulk emails say that all customers who are impacted have been contacted and that is not the case.
Day Six - still waiting on some sort if acknowledgement on what is going to happen with my cancelled Players Handbook. I realize that others have gotten some sort of resolution, but I have not yet gotten the email that others have gotten with the discount code to reorder.
Maybe including a digital code with physical books purchases would be easier than trying to manage the distribution through D&D Beyond. Amazon has no problem fulfilling physical product orders with far better customer support.
I can't see how the clean up from this will be any cheaper than offering bundled offerings through resellers who seem to be more equipped to handle distribution.
On a positive note I did pick up my 50th Anniversary Dungeons and Dragons stamps today. The post office was pretty efficient.
I am in the exact position you are. Ordered with Apple Card and received the bulk email but have never received any other email. Have a ticket in but no response.
Well, I finally got some movement through FedEx tracking. PBH *should* be here tomorrow. Good luck to those of you who still haven't seen any resolution, and hopefully we're all not right here again in Nov and Feb.
My order got canceled and it says because of payment failure but all the other items, which I ordered just days before didn't fail at all. In addition to that, my request to the support team just keeps getting a mass email from them with the following "Our team has reached out directly to all customer impacted by theses issues with emails providing specific directions on how to correct the issue with their orders. Please check your email you used when making the original order and follow the directions provided there." but I never have been reached out to directly nor have I received this email with directions.
I am not sure what to do here, I was charged $67.47 and no amount of calculation seems to make sense, so I don't know if I was charged for and why it was canceled.
Hey all. Similar issue for me, but I didn't do a pre-order. I bought it recently and the physical got canceled a couple of hours after it said it was confirmed. I sent in a ticket. The only reason I purchased the bundle was because the digital part was just 10 bucks more with purchase of the physical. How long does this issue seem to take to fix for all of you guys if this issue is even getting resolved? I just want my physical book.
I will post updates here so you all can be informed as well. Thank you.
Hey all. Similar issue for me, but I didn't do a pre-order. I bought it recently and the physical got canceled a couple of hours after it said it was confirmed. I sent in a ticket. The only reason I purchased the bundle was because the digital part was just 10 bucks more with purchase of the physical. How long does this issue seem to take to fix for all of you guys if this issue is even getting resolved? I just want my physical book.
I will post updates here so you all can be informed as well. Thank you.
It’s my 8th day and my order still shows cancelled. No hope in the horizon yet.
I originally purchased the 2024 Digital & Physical Core Rulebook Bundle using PayPal Credit on July 1, 2024 (Order Number: DDBR0180909). I immediately submitted a ticket to D&D Beyond Support (Support ID: #4076200) on Tuesday, September 10, 2024 at 1:36 PM after receiving my Player's Handbook cancellation email at 1:07 PM.
I have since added additional comments to my original ticket, but I have yet received no response from support. They tried to charge PayPal again and failed on Saturday, September 14, 2024 at 5:47 PM. I have also updated my payment method in my D&D Marketplace account just in case it helps.
I am adding myself to this thread just for additional visibility as I do not wish to lose either my bundle discount or digital bonuses.
I have only received a single generic email response from support with several links to syncing entitlements and a changeling but with no coupon code to reorder the physical book with the preorder discount. I have sent multiple messages through my ticket, but I have received no response. I work in IT, so I can confirm that no communications received have been flagged as spam. I have changed my default payment method and messaged the ticket several times in the last nine days with no response from any support staff members.
I'm honestly not sure what more I can do at this point other than wait.
I received a new email from support to reorder using different purchase source and was provided coupon codes for discount and shipping . . . a $5 coupon towards another purchase. My book was shipped yesterday! Huzzah.
Update: My issue was resolved! Took a day or two, but all is well.
LaTiaJacquise, thanks for being a good liason!!
Hopefully we get more posts like this saying that people are getting their books.
Book in hand. Order placed on the 17th with codes provided to achieve the discounted price achieved with the bundle. Updated to shipped on the 18th. Delivered this morning. Probably helped that I lived less than an hour from the distribution location provided in my shipping data.
Hopefully, the rest of the bundle will not have this same issue. But also hopefully, if it does have the same issue, they’ll be ready to use this plan as soon as the problem starts.
Good luck to all those still waiting on books or a response to other issues associated with the purchase of this bundle.
My book just arrived. Frustrating, but not terrible overall in the end. DDB/WOC has to do a better job of communicating issues to their customers. They really need to figure out how to prevent this happening again with the other two books. I hope the rest of you get a resolution soon.
I received a new email from support to reorder using different purchase source and was provided coupon codes for discount and shipping . . . a $5 coupon towards another purchase. My book was shipped yesterday! Huzzah.
Congrats. I do find the $5 off on a new purchase kind of rude. Like they should give you $5 off the purchase you're making for the poor service.
Help ticket submitted on Saturday with autogenerated responses. Kind of like to know what im supposed to do since I haven’t gotten any helpful emails back from customer support.
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Still just totally in the dark. I used Klarna for the bundle so if this happens with the next couple books, I guess I'm just SOL? If I could just get a refund I'd go buy the PHB at the books store.
Honestly, just a little bit of extra transparency, posted regularly, would probably un-ruffle a lot of feathers. Something as simple as a high level "Here's what we know so far, here's the plan, here's what we need you to do, hang tight", once a day, would probably help everyone feel better about being patient while the team resolves the various issues. It's basic incident response stuff.
My order was finally put in with Fedex, and is scheduled to arrive on the 19th. So at least I'll finally get my book.
Not happy with the customer support on my ticket that I opened, or any of the communication that led to this point, but at least it's shipping.
I have zero faith that either of the other two books will arrive as promised at this point.
And now my package is shipping and arriving at a date when I'm out of town so I have to have it held at a local facility. Who knows when or if I'll ever get it.
At least you have a ship date, lol.
My order was "Preparing to Ship" from Saturday until yesterday morning. Then it entered "Shipped" status, which actually means "We made a label for it".
And that's where it's sitting right now.
I’m in the same boat. Order with Apple Card as well and have never received instructions on how to charge. I’m a bit frustrated now as the bulk emails say that all customers who are impacted have been contacted and that is not the case.
Day Six - still waiting on some sort if acknowledgement on what is going to happen with my cancelled Players Handbook.
I realize that others have gotten some sort of resolution, but I have not yet gotten the email that others have gotten with the discount code to reorder.
Maybe including a digital code with physical books purchases would be easier than trying to manage the distribution through D&D Beyond.
Amazon has no problem fulfilling physical product orders with far better customer support.
I can't see how the clean up from this will be any cheaper than offering bundled offerings through resellers who seem to be more equipped to handle distribution.
On a positive note I did pick up my 50th Anniversary Dungeons and Dragons stamps today. The post office was pretty efficient.
I am in the exact position you are. Ordered with Apple Card and received the bulk email but have never received any other email. Have a ticket in but no response.
Update;
Well, I finally got some movement through FedEx tracking. PBH *should* be here tomorrow. Good luck to those of you who still haven't seen any resolution, and hopefully we're all not right here again in Nov and Feb.
The way this was handled is pretty bad.
Update: My issue was resolved! Took a day or two, but all is well.
LaTiaJacquise, thanks for being a good liason!!
My order got canceled and it says because of payment failure but all the other items, which I ordered just days before didn't fail at all. In addition to that, my request to the support team just keeps getting a mass email from them with the following "Our team has reached out directly to all customer impacted by theses issues with emails providing specific directions on how to correct the issue with their orders. Please check your email you used when making the original order and follow the directions provided there." but I never have been reached out to directly nor have I received this email with directions.
I am not sure what to do here, I was charged $67.47 and no amount of calculation seems to make sense, so I don't know if I was charged for and why it was canceled.
Hey all. Similar issue for me, but I didn't do a pre-order. I bought it recently and the physical got canceled a couple of hours after it said it was confirmed. I sent in a ticket. The only reason I purchased the bundle was because the digital part was just 10 bucks more with purchase of the physical. How long does this issue seem to take to fix for all of you guys if this issue is even getting resolved? I just want my physical book.
I will post updates here so you all can be informed as well. Thank you.
Hopefully we get more posts like this saying that people are getting their books.
It’s my 8th day and my order still shows cancelled. No hope in the horizon yet.
I have only received a single generic email response from support with several links to syncing entitlements and a changeling but with no coupon code to reorder the physical book with the preorder discount. I have sent multiple messages through my ticket, but I have received no response. I work in IT, so I can confirm that no communications received have been flagged as spam. I have changed my default payment method and messaged the ticket several times in the last nine days with no response from any support staff members.
I'm honestly not sure what more I can do at this point other than wait.
I received a new email from support to reorder using different purchase source and was provided coupon codes for discount and shipping . . . a $5 coupon towards another purchase. My book was shipped yesterday! Huzzah.
Book in hand. Order placed on the 17th with codes provided to achieve the discounted price achieved with the bundle. Updated to shipped on the 18th. Delivered this morning. Probably helped that I lived less than an hour from the distribution location provided in my shipping data.
Hopefully, the rest of the bundle will not have this same issue. But also hopefully, if it does have the same issue, they’ll be ready to use this plan as soon as the problem starts.
Good luck to all those still waiting on books or a response to other issues associated with the purchase of this bundle.
My book just arrived. Frustrating, but not terrible overall in the end. DDB/WOC has to do a better job of communicating issues to their customers. They really need to figure out how to prevent this happening again with the other two books. I hope the rest of you get a resolution soon.
Congrats. I do find the $5 off on a new purchase kind of rude. Like they should give you $5 off the purchase you're making for the poor service.
Help ticket submitted on Saturday with autogenerated responses. Kind of like to know what im supposed to do since I haven’t gotten any helpful emails back from customer support.