My ticket just got closed with no update what so ever so I had to submit a follow-up. I assume they are going to say the same thing that I didn't select the option to have each as they release but at least acknowledge the ticket. I would be fired if I closed tickets like that where I work.
I just got an email saying my payment failed even though it posted to my credit card fine and got refunded through no action of mine. This is beyond ridiculous now. I still want my bundle discount. I don’t want to have to pay full price now.
So apparently I DID NOT select the option for them to be shipped all at once because my DMG is on its way but now they have canceled my PHB order saying the payment failed even though I saw it post to my CC and then got refunded by them. Still no answer to my Support ticket going on 2 months.
OK getting Weirder still. Now there are 2 active charges to my credit card, the DMG is in transit according to FedEx tracking, but I just got a cancellation email that my payment for the DMG also failed and wont be shipped. Also, suddenly my 2 open support tickets are gone from the support website and when I create a new one the link in the automated reply says "Oops this page no longer exists"
IS THERE NO MODERATORS OR DNDBEYOND EMPLOYEES ON THIS FORUM THAT CAN ASSIST?
We're lucky if an employee even responds to the "contact us" form, so I'm sure no one is monitoring the forum. I did finally get a response from them and my PHB has finally shipped. I was planning to post a full update once I receive it. It's been a slow process - they ask a question, I respond within hours, then I have to wait another week for their next response.
Well, I finally got a good response on a support ticket. They gave me three discount codes to use for reordering the PHB. Free shipping, original bundle price for one book, and a courtesy $5 off. Ultimately it was on a discount of $2 somehow but whatever. Unfortunately they didn't address the issue of being double charged for the DMG. Guess I will have to either dispute it with my CC company or one is still pending and might go away. Either that or I am waiting another 2 months to resolve that and then I get to look forward to more issues with the MM.
A few hours ago, I finally received the book I preordered in June. It took 18 days before I got any response to my original customer service ticket. In the meantime, they ignored a second ticket, 2 contact attempts from support@wizardsscalefaststore.zendesk.com, and a contact attempt from the Better Business Bureau. Once they finally responded, they asked for more info. Each time they asked a question, I responded within a few hours. I would then have to wait another full week before I heard from them again.
Their final question was should they ship to them same address I originally gave them. In that last e-mail, they did finally apologize for the delay in responding to me. I never heard from the support staff after I responded. Over a week later, I got an automated e-mail saying the book had shipped. I did not receive any discount or other nice gesture you'd expect from customer service after a company screws up.
I will not be ordering any physical items from Wizards again and I've already started advising other people against it. I'm even wary of dealing with them for digital items now that I know how hard it would be to get a resolution if there was a problem. I can't express how disappointed I am with this customer service experience. I was aware of the many arguments out there on why you shouldn't preorder, but I did it anyway because I wanted to support the company and what they are creating. I won't make that mistake again.
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My ticket just got closed with no update what so ever so I had to submit a follow-up. I assume they are going to say the same thing that I didn't select the option to have each as they release but at least acknowledge the ticket. I would be fired if I closed tickets like that where I work.
This does not make the Wizards Store look very good at all.
FedEx can't even get a hold of them. My PHB has been 20 minutes from me for 6 days... Horrible service.
I just got an email saying my payment failed even though it posted to my credit card fine and got refunded through no action of mine. This is beyond ridiculous now. I still want my bundle discount. I don’t want to have to pay full price now.
So apparently I DID NOT select the option for them to be shipped all at once because my DMG is on its way but now they have canceled my PHB order saying the payment failed even though I saw it post to my CC and then got refunded by them. Still no answer to my Support ticket going on 2 months.
OK getting Weirder still. Now there are 2 active charges to my credit card, the DMG is in transit according to FedEx tracking, but I just got a cancellation email that my payment for the DMG also failed and wont be shipped. Also, suddenly my 2 open support tickets are gone from the support website and when I create a new one the link in the automated reply says "Oops this page no longer exists"
IS THERE NO MODERATORS OR DNDBEYOND EMPLOYEES ON THIS FORUM THAT CAN ASSIST?
We're lucky if an employee even responds to the "contact us" form, so I'm sure no one is monitoring the forum. I did finally get a response from them and my PHB has finally shipped. I was planning to post a full update once I receive it. It's been a slow process - they ask a question, I respond within hours, then I have to wait another week for their next response.
Well, I finally got a good response on a support ticket. They gave me three discount codes to use for reordering the PHB. Free shipping, original bundle price for one book, and a courtesy $5 off. Ultimately it was on a discount of $2 somehow but whatever. Unfortunately they didn't address the issue of being double charged for the DMG. Guess I will have to either dispute it with my CC company or one is still pending and might go away. Either that or I am waiting another 2 months to resolve that and then I get to look forward to more issues with the MM.
Update
A few hours ago, I finally received the book I preordered in June. It took 18 days before I got any response to my original customer service ticket. In the meantime, they ignored a second ticket, 2 contact attempts from support@wizardsscalefaststore.zendesk.com, and a contact attempt from the Better Business Bureau. Once they finally responded, they asked for more info. Each time they asked a question, I responded within a few hours. I would then have to wait another full week before I heard from them again.
Their final question was should they ship to them same address I originally gave them. In that last e-mail, they did finally apologize for the delay in responding to me. I never heard from the support staff after I responded. Over a week later, I got an automated e-mail saying the book had shipped. I did not receive any discount or other nice gesture you'd expect from customer service after a company screws up.
I will not be ordering any physical items from Wizards again and I've already started advising other people against it. I'm even wary of dealing with them for digital items now that I know how hard it would be to get a resolution if there was a problem. I can't express how disappointed I am with this customer service experience. I was aware of the many arguments out there on why you shouldn't preorder, but I did it anyway because I wanted to support the company and what they are creating. I won't make that mistake again.