Reason Opened: physical PHB cancelled out of Physical + Digital Core Book Bundle.
Last Heard back: September 17th, bulk message NOT read by an agent.
Other relevant details: used a CC, not PayPal. 2 bulk messages, replied each time. I sent other replies on Sept 20, 23, 30 and Oct 7 asking them to consider my ticket still open and to please reply with any update.
I do not blame WoTC customer service individuals and community leaders and I will always advocate that we should treat them with kindness and respect.
The glaring absence of official acknowledgement of such a widespread issue and lack of clarity is a disappointing failure of upper management that shows no respect for the people who love D&D and buy their products, and also a shocking lack of internal support for their employees who have to clean up the mess. I am also baffled by the lack of ongoing coverage by gaming sites.
I am still excited for the new core books and I fervently hope things are being put into place that will keep this from happening with the next two releases. Confidence is pretty low at this point.
Ticket: #4106676 When Opened: September 24th Reason Opened: To apply discounts to books with purchased a la carte items Last Heard back: First response was on September 24th - automated response telling me they received the request. October 8th - first response from a person. Final response - October 15th: Resolved. Other relevant details: I got a response a couple hours after making this post. In my original submission, I asked them to apply the discount to all books I made a purchase from. In the response they asked for a list. They are supposed to provide discount codes for each item. They said these discount codes are good for 90 days.
You don't have to just sit and wait. You have options under the law. If you've purchased something from dndbeyond.com and you have not received it within the shipping time they list on their website, dndbeyond has violated federal law. Federal law says that if you order merchandise through the mail, over the internet, or by phone, the seller has to ship the ordered merchandise to you within the shipping time they list on their website, or within 30 days if they list no time on their website. And the law makes no allowances if the shipping company (ie: Fedex) hired by a seller loses the order. So if a shipper does lose the order and a replacement has to be shipped, the merchandise still must be shipped within the original time period. If a seller can't ship the merchandise within the original time period, the seller has two options: 1) Cancel the order and return your money within the original time period; or 2) Obtain your authorization, within the original time period, to ship the merchandise late. You have no obligation to respond to a seller's request for authorization to ship late. If a seller does not obtain your authorization to ship late, they have no other recourse but to cancel the order and return your money. Federal law also says that, except for very narrow circumstances that don't apply here, it is unlawful for anyone to send you anything without your authorization. Merchandise that is sent to you without your authorization is classified under federal law as unordered merchandise. If you receive unordered merchandise, federal law says you can consider it a gift and can do whatever you want with it, with no obligation to pay for it or return it. So merchandise shipped late without your authorization to do so, is unordered merchandise that you get to keep and the seller is still obligated under the law to return your money within seven working days. Every violation of these statutes carries a fine up to around $50K, and it's really easy for a seller who doesn't understand their legal obligations to have multiple violations on the same order. I suggest you tell dndbeyond you're going to file a complaint with the Federal Trade Commission, who are responsible for enforcing these statutes, and if you don't get a satisfactory response from dndbeyond, file the complaint. My pre-ordered 2024 player's handbook never arrived and I received no response from multiple emails to customer support, so I was forced to send dndbeyond an email cancelling the order and then I contacted my bank and disputed what dndbeyond had already charged, referencing these statutes. I probably won't file the FTC complaint unless dndbeyond fights me on this. https://www.ftc.gov/business-guidance/resources/business-guide-ftcs-mail-internet-or-telephone-order-merchandise-rule
Made numerous unanswered request to have the 2024 content removed from my account as I have no interest in Wish.com 6th edition dnd. Nothing but generic emails, when they say if this didn’t resolve the issue reply, so I reply, and get the exact same word for word response, so they are not actually reading or responding. Time to attack them through the BBB and every other avenue, sub is already cancelled, maybe if enough of us get together for a class action lawsuit they will figure it out, it doesn’t even need to win, just the news line “class action lawsuit from dnd community against crooked gaming practices by Hasbro” will be enough to get their investing pulling away.
Ticket: #4088852 When Opened: September 15th, 2024 Reason Opened: Canceled PHB due to preorder system malfunction; this was part of the digital / physical bundle Last Heard back: One automated mails saying that this was a known issue and that those affected were sent an email with instructions to resolve (which I never received); all three digital versions were charged with no problem, other two physical books have not yet shipped. Other relevant details: I have followed up three times and have received no other response.
One of my two tickets about the Dragon book was abruptly closed yesterday as solved, though I didn't actually get a response on that one. It was a more recent one also about the book, so maybe it was closed as a duplicate? I made the more recent one before I understood how the queue worked.
But no response on it, either way, so I can only speculate. I just want my Dragon book.
Ticket: #4064041 When Opened: September 3rd Reason Opened: Damaged physical book Last Heard back: September 5th, automated response of "We're currently experiencing a larger-than-expected contact volume, which is resulting in longer turnaround times."
Yeah, just complete radio silence for a month and a half now. Tried following up on Septermber 30th, but did not get even an automated response that time.
Got email from support on the 10th. Asking to provide details of my problem. I did so and got a response the next day saying “we have escalated it to the appropriate teams to be investigated further”. I replied that I wanted to know when it was ok to purchase again. No reply yet. Can’t believe they aren’t able to solve this issue immediately.
I heard from Payscale Dndbeyond support first. I just heard from Wizards the other day. I am trying to cancel all my order. I will just buy local. There has got to be issues with the DnD Store. I know I selected the GM,MM and PHB bundle and for them to be sent separately.
Thank you for contacting the Wizards Scalefast Store Team.
We apologize for the delays in response, we are currently experiencing an extremely high volume of contacts. Therefore there will be a delay in getting a direct response to your question or concern. We certainly do not consider this issue to be resolved, and we look forward to helping you as soon as possible.
Before that it was the 27th of September. Not heard anything from either department, they've taken my access to the online book away from me and I haven't received a refund or any iota of an indication that one has been processed.
Rollback Post to RevisionRollBack
I play D&D to escape the reality of the waiting time between D&D sessions
It's would be strange for Hasbro to sell of it's most profitable asset. They're more likely to gut the infrastructure by firing everyone, and then assume they can automate everything with Magic Beans... I mean, AI. The current Wizards Of The Coast President is former World of Warcraft, proceeded by someone who was 'let go' who had Xbox experience
My intuition is that Hasbro keeps thinking that the value in D&D is mostly from video games and treating TTRPGers like a secondary source of income that's best ignored.
My update is a sad lack of update. Ordered the Core bundle, PHB cancelled out of it. Put in support ticket on September 13. Two automated emails. No other reply. From all I've read in forums, you can't even successfully cancel your order and I'm definitely not about to give them twice the money and then beg them for some of it back.
I did get charged for the upcoming physical DMG, so we'll see what happens with that.
I have an update to mine, they asked for the recipt or order number, and now I can't even find my order.
My order has now been canceled as requested. Still waiting for the refund, which I am expecting in the couple of days.
4109986
Sept 26. Have not received my hard copy preorder.
Canadian customer. Which I have read many complaints about ordering items to Canada and lack of customer support.
I have had no replies. I tried starting a thread yesterday but it was flagged as spam. Twice.
Ticket: #4084974
When Opened: September 13th
Reason Opened: physical PHB cancelled out of Physical + Digital Core Book Bundle.
Last Heard back: September 17th, bulk message NOT read by an agent.
Other relevant details: used a CC, not PayPal. 2 bulk messages, replied each time. I sent other replies on Sept 20, 23, 30 and Oct 7 asking them to consider my ticket still open and to please reply with any update.
I do not blame WoTC customer service individuals and community leaders and I will always advocate that we should treat them with kindness and respect.
The glaring absence of official acknowledgement of such a widespread issue and lack of clarity is a disappointing failure of upper management that shows no respect for the people who love D&D and buy their products, and also a shocking lack of internal support for their employees who have to clean up the mess. I am also baffled by the lack of ongoing coverage by gaming sites.
I am still excited for the new core books and I fervently hope things are being put into place that will keep this from happening with the next two releases. Confidence is pretty low at this point.
Michael J Winegar on DMsGuild
Ticket: #4106676
When Opened: September 24th
Reason Opened: To apply discounts to books with purchased a la carte items
Last Heard back: First response was on September 24th - automated response telling me they received the request. October 8th - first response from a person. Final response - October 15th: Resolved.
Other relevant details: I got a response a couple hours after making this post. In my original submission, I asked them to apply the discount to all books I made a purchase from. In the response they asked for a list. They are supposed to provide discount codes for each item. They said these discount codes are good for 90 days.
You don't have to just sit and wait. You have options under the law. If you've purchased something from dndbeyond.com and you have not received it within the shipping time they list on their website, dndbeyond has violated federal law. Federal law says that if you order merchandise through the mail, over the internet, or by phone, the seller has to ship the ordered merchandise to you within the shipping time they list on their website, or within 30 days if they list no time on their website. And the law makes no allowances if the shipping company (ie: Fedex) hired by a seller loses the order. So if a shipper does lose the order and a replacement has to be shipped, the merchandise still must be shipped within the original time period. If a seller can't ship the merchandise within the original time period, the seller has two options: 1) Cancel the order and return your money within the original time period; or 2) Obtain your authorization, within the original time period, to ship the merchandise late. You have no obligation to respond to a seller's request for authorization to ship late. If a seller does not obtain your authorization to ship late, they have no other recourse but to cancel the order and return your money. Federal law also says that, except for very narrow circumstances that don't apply here, it is unlawful for anyone to send you anything without your authorization. Merchandise that is sent to you without your authorization is classified under federal law as unordered merchandise. If you receive unordered merchandise, federal law says you can consider it a gift and can do whatever you want with it, with no obligation to pay for it or return it. So merchandise shipped late without your authorization to do so, is unordered merchandise that you get to keep and the seller is still obligated under the law to return your money within seven working days. Every violation of these statutes carries a fine up to around $50K, and it's really easy for a seller who doesn't understand their legal obligations to have multiple violations on the same order. I suggest you tell dndbeyond you're going to file a complaint with the Federal Trade Commission, who are responsible for enforcing these statutes, and if you don't get a satisfactory response from dndbeyond, file the complaint. My pre-ordered 2024 player's handbook never arrived and I received no response from multiple emails to customer support, so I was forced to send dndbeyond an email cancelling the order and then I contacted my bank and disputed what dndbeyond had already charged, referencing these statutes. I probably won't file the FTC complaint unless dndbeyond fights me on this. https://www.ftc.gov/business-guidance/resources/business-guide-ftcs-mail-internet-or-telephone-order-merchandise-rule
Made numerous unanswered request to have the 2024 content removed from my account as I have no interest in Wish.com 6th edition dnd. Nothing but generic emails, when they say if this didn’t resolve the issue reply, so I reply, and get the exact same word for word response, so they are not actually reading or responding. Time to attack them through the BBB and every other avenue, sub is already cancelled, maybe if enough of us get together for a class action lawsuit they will figure it out, it doesn’t even need to win, just the news line “class action lawsuit from dnd community against crooked gaming practices by Hasbro” will be enough to get their investing pulling away.
I filed a complaint with the BBB.
Ticket: #4088852
When Opened: September 15th, 2024
Reason Opened: Canceled PHB due to preorder system malfunction; this was part of the digital / physical bundle
Last Heard back: One automated mails saying that this was a known issue and that those affected were sent an email with instructions to resolve (which I never received); all three digital versions were charged with no problem, other two physical books have not yet shipped.
Other relevant details: I have followed up three times and have received no other response.
One of my two tickets about the Dragon book was abruptly closed yesterday as solved, though I didn't actually get a response on that one. It was a more recent one also about the book, so maybe it was closed as a duplicate? I made the more recent one before I understood how the queue worked.
But no response on it, either way, so I can only speculate. I just want my Dragon book.
Ticket: #4064041
When Opened: September 3rd
Reason Opened: Damaged physical book
Last Heard back: September 5th, automated response of "We're currently experiencing a larger-than-expected contact volume, which is resulting in longer turnaround times."
Yeah, just complete radio silence for a month and a half now. Tried following up on Septermber 30th, but did not get even an automated response that time.
I've sent a follow up message every few days, but still no response for my just over a month old ticket. It's so weird.
Got email from support on the 10th. Asking to provide details of my problem. I did so and got a response the next day saying “we have escalated it to the appropriate teams to be investigated further”. I replied that I wanted to know when it was ok to purchase again. No reply yet. Can’t believe they aren’t able to solve this issue immediately.
I heard from Payscale Dndbeyond support first. I just heard from Wizards the other day. I am trying to cancel all my order. I will just buy local. There has got to be issues with the DnD Store. I know I selected the GM,MM and PHB bundle and for them to be sent separately.
My last response from WotC or Scalefast was
Oct 10, 2024, 5:14 PM CDT
Dear Customer,
Thank you for contacting the Wizards Scalefast Store Team.
We apologize for the delays in response, we are currently experiencing an extremely high volume of contacts. Therefore there will be a delay in getting a direct response to your question or concern. We certainly do not consider this issue to be resolved, and we look forward to helping you as soon as possible.
Before that it was the 27th of September. Not heard anything from either department, they've taken my access to the online book away from me and I haven't received a refund or any iota of an indication that one has been processed.
I play D&D to escape the reality of the waiting time between D&D sessions
All this while laying off staff https://www.tabletopgamingnews.com/more-layoffs-hit-wizards-of-the-coast-amid-corporate-reorganization/
I wonder who will take over the D&D line next,
It's would be strange for Hasbro to sell of it's most profitable asset. They're more likely to gut the infrastructure by firing everyone, and then assume they can automate everything with Magic Beans... I mean, AI. The current Wizards Of The Coast President is former World of Warcraft, proceeded by someone who was 'let go' who had Xbox experience
My intuition is that Hasbro keeps thinking that the value in D&D is mostly from video games and treating TTRPGers like a secondary source of income that's best ignored.
I have yet to play a rpg on a console or PC that is as much fun as a social group.
My update is a sad lack of update. Ordered the Core bundle, PHB cancelled out of it. Put in support ticket on September 13. Two automated emails. No other reply. From all I've read in forums, you can't even successfully cancel your order and I'm definitely not about to give them twice the money and then beg them for some of it back.
I did get charged for the upcoming physical DMG, so we'll see what happens with that.
Michael J Winegar on DMsGuild