Yeah I put in a ticket over 3 weeks ago. I had pre-ordered he 2024 PHB and was due to be delivered on 9/13. I did all the legwork and found out it went missing during transit. FedEx said that the shipper needs to contact them for investigation. 23 days and still nothing. I guess I just donated that money to this company. If/when this ever does get resolved, it will definitely be the last time source anything directly from dndbeyond. Their customer service is absolutely shameful. I've been playing for about 35 years. i can get new content from local bookstores but anyone new to the game can easily be discouraged from investing anything into it. I understand there's a new launch....that's why more personnel is required to lean into these new products. Lesson learned. My advice is just wait for the new stuff to hit the shelves in the bookstores...
I'm trying to purchase some books that I have already purchased a la carte stuff from. The Marketplace no longer automatically applies this discount. The FAQ tells you to contact support before purchasing to get your discount. This alone has to be killing the support team. They really need to fix this issue so support isn't bogged down literally every time someone wants to buy something. I'm on day 9.
Be glad you didn't buy one of the discontinued bundles that sold a discount on all future purchases including stacking the discount with sale prices that has now been stolen from the people that bought them in good faith! This company can no longer be trusted, best to cut bait and go with a company that has some integrity.
23 Days after the post, finally a customer service agent responds and gave options. They can re-ship it or issue a refund. Well I wanted the book upon launch and after a week and a half i purchased a second one from the book store. So, I asked for a refund....no response from that as of yet. I would be surprised if either i get another copy/past reply or have to wait another 3 weeks or both. Dndbeyond has such potential to be a great thing...but their customer service is absolute horrid.
I gave up on my earlier support request and filed a new one. Someone did eventually respond 10 days later to ask for some details. I shared the details but now12 days later after that, I've gotten nothing back.
This is shameful and embarrassing for any company, let alone for the largest TTRPG on the market. DNDBeyond, deprioritize new features/content updates for now and please address all the issues that you've currently created. Otherwise you're going to see subscriptions cancel left and right, let alone when someone fills in the vacuum with a useful tool that performs the same function but without the baggage you've created for users on your site.
Well I finally got a message saying that my refund for my PHB 2024 will be refunded. This will take another 5-10 business days to process. I submitted my ticket on September 24th and it’s finally getting processed Oct 21st. Hope this offers some insight. The communication in between was all but nil.
I gave up again on my last support request made on Sept 29. They replied to it, eventually, on 10/9 to ask for my order number in question (which was provided in the initial request). I answered that same day but then silence from there. I put in another request but I think I'll just go ahead and contact Amex now.
I gave up again on my last support request made on Sept 29. They replied to it, eventually, on 10/9 to ask for my order number in question (which was provided in the initial request). I answered that same day but then silence from there. I put in another request but I think I'll just go ahead and contact Amex now.
Putting in a second request put you at the back of the line. That is not recommended unless you like waiting.
I haven't received an answer for my ticket for more than a month. I then wrote another entry and after this comment didn't get a response either, I opened another ticket and referred to the existing ticket. Without getting a response or a solution, they closed both tickets as “Solved”. I responded again and asked again if I could at least get a reply, whereupon both tickets were closed as Solved again without a reply. This is just frustrating
It took 2 months to get a response to my ticket about an issue with my physical/digital preorder. I'm not saying that should be ok, it absolutely isn't, but they did get to it eventually.
Rollback Post to RevisionRollBack
I'm just your friendly neighborhood web developer!
It took 2 months to get a response to my ticket about an issue with my physical/digital preorder. I'm not saying that should be ok, it absolutely isn't, but they did get to it eventually.
Did they take care of it? When I initially put in my request, it was a "preorder" but now they won't help me because purchases are final. The resolution I got was a quick one-liner to that effect. I would normally want further resolution since my request preceded it becoming a "purchase" but it's not worth going through another 1-2 months for a response that won't be applicable at that point in time. I hated to end my 7+ year Master tier membership over it, but I just can't get on board with this and so I did. I just hate that I bought so much (everything, actually) from D&DBeyond. It's a good lesson for me to remind myself that digitally-hosted purchases aren't really owned.
They did take care of it— my issue was that I never got the email for the golden dice and other preorder bonuses.
I know it was mentioned not to put in another ticket but at the end of my resolution, I had two tickets running because I was so frustrated and both got resolved properly. I did see you did that already, so I hope they answer one of them.
What I can’t get behind is how absolutely awful support has been recently. Completely unacceptable for the amount of money I’ve spent on this platform. I hope they take feedback to heart and actually improve sooner rather than later.
I'm at 24 days and not encouraged. I am just baffled that they think this is ok. I have never seen a company take so long to respond in my life.
According to my ticket, nobody has taken any action on my ticket at all. They have zero alternative options available to escalate or contact. I'm in Canada and when it's hard enough to find my ticket. The https://dnd-support.wizards.com site leads to https://support.wizards.com in many cases and that site looks identical but my ticket doesn't show up in that version.
I would have expected the PHB2024 would have arrived or at least shipped by now. Not even a notice of delay or anything. If they were not such a big company I would have suspected I got scammed.
This is my first experience purchasing DND Beyond / WoTC and I am pretty sure it will be my last. The product is decent but this awful experience leaves a bad taste in my mouth.
I guess the only other options are to either way and tolerate them or rally others in the same situation and apply more public pressure on them.
This kind of experience really makes you feel like their cash cow.
I chose to order from Amazon thank goodness because my friends who ordered the bundles had the physical books cancelled and then a full price charge for the digital book. 😞
I chose to order from Amazon thank goodness because my friends who ordered the bundles had the physical books cancelled and then a full price charge for the digital book. 😞
This was my same scenario, as well. I couldn't get traction and I'm stuck paying full price for the digital copies. I ordered the full bundle on day 1 when it was at it's lowest price offering.
I received an email that part of my order was cancelled. This was a preorder of the 3 new base books plus digital versions. My credit card was replaced/updated by Amex in between the time that the order was placed and now. I had already updated my wallet in D&DBeyond with the updated card but it obviously didn't apply to existing preorders. I also see no way to change the payment method in the existing order.
This leaves me with four questions:
1. How do I update the payment method so that the remaining items go through? 2. How do I create a new order for just the Player's Handbook that was cancelled? 3. Do I need to still order a Player's Handbook that includes the digital content? 4. Do I need to just cancel this entire order and put in a new one for all of the content?
This sort of thing has occurred before at other sites and all I had to do was go in and update the payment method. I find it frustrating that things work a bit more piecemeal here leaving me a partially cancelled order that I can't make changes to. The email just says the item was cancelled and that I need to place a new order. This is not so simple.
Thanks,
Lloyd
The eventual response on 11/4/2024:
Hello,
Thank you for contacting Wizards of the Coast Customer Support. We want to sincerely apologize for the delay in getting back to you. Due to an unexpectedly high volume of inquiries, we experienced a backlog that affected our response times. Please rest assured that your message is important to us, and we are working diligently to address all inquiries as quickly as possible.
All sales are final on D&D Beyond, and we are unable to issue any refunds at this time. For any further questions regarding billing for your subscription or content please visit our Terms of Service.
[Name Withheld]
Wizards of the Coast | Customer Service Representative
Email support is available 24 hours a day, 7 days a week here.
---------------------------------------------
During this time, I've been charged for the digital PHB and DMG at full price and will not be receiving physical copies. I was able to cancel the physical orders in time, myself, but they do not allow cancellations on digital orders, it seems (even pre-release orders prior to release). I feel like the response I got was incredibly lazy but it would take months for me to even have anything answered at this point and I'm not hopeful that any update would be worth waiting for.
the only response i got from support was to tell me to shove it and to buy the new 2024 book if I have a problem with the new 2024 book. WOTC really driving home that they don't care about their consumers or their products, only the money, sadly based on the 2024 sales, y'all gave them reason not to care.
Yeah I put in a ticket over 3 weeks ago. I had pre-ordered he 2024 PHB and was due to be delivered on 9/13. I did all the legwork and found out it went missing during transit. FedEx said that the shipper needs to contact them for investigation. 23 days and still nothing. I guess I just donated that money to this company. If/when this ever does get resolved, it will definitely be the last time source anything directly from dndbeyond. Their customer service is absolutely shameful. I've been playing for about 35 years. i can get new content from local bookstores but anyone new to the game can easily be discouraged from investing anything into it. I understand there's a new launch....that's why more personnel is required to lean into these new products. Lesson learned. My advice is just wait for the new stuff to hit the shelves in the bookstores...
Be glad you didn't buy one of the discontinued bundles that sold a discount on all future purchases including stacking the discount with sale prices that has now been stolen from the people that bought them in good faith! This company can no longer be trusted, best to cut bait and go with a company that has some integrity.
CENSORSHIP IS THE TOOL OF COWARDS and WANNA BE TYRANTS.
23 Days after the post, finally a customer service agent responds and gave options. They can re-ship it or issue a refund. Well I wanted the book upon launch and after a week and a half i purchased a second one from the book store. So, I asked for a refund....no response from that as of yet. I would be surprised if either i get another copy/past reply or have to wait another 3 weeks or both. Dndbeyond has such potential to be a great thing...but their customer service is absolute horrid.
I gave up on my earlier support request and filed a new one. Someone did eventually respond 10 days later to ask for some details. I shared the details but now12 days later after that, I've gotten nothing back.
This is shameful and embarrassing for any company, let alone for the largest TTRPG on the market. DNDBeyond, deprioritize new features/content updates for now and please address all the issues that you've currently created. Otherwise you're going to see subscriptions cancel left and right, let alone when someone fills in the vacuum with a useful tool that performs the same function but without the baggage you've created for users on your site.
Well I finally got a message saying that my refund for my PHB 2024 will be refunded. This will take another 5-10 business days to process. I submitted my ticket on September 24th and it’s finally getting processed Oct 21st. Hope this offers some insight. The communication in between was all but nil.
I gave up again on my last support request made on Sept 29. They replied to it, eventually, on 10/9 to ask for my order number in question (which was provided in the initial request). I answered that same day but then silence from there. I put in another request but I think I'll just go ahead and contact Amex now.
Putting in a second request put you at the back of the line. That is not recommended unless you like waiting.
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Finally got an answer but it was to go pound sand.
Hi there,
I haven't received an answer for my ticket for more than a month. I then wrote another entry and after this comment didn't get a response either, I opened another ticket and referred to the existing ticket. Without getting a response or a solution, they closed both tickets as “Solved”. I responded again and asked again if I could at least get a reply, whereupon both tickets were closed as Solved again without a reply. This is just frustrating
It took 2 months to get a response to my ticket about an issue with my physical/digital preorder. I'm not saying that should be ok, it absolutely isn't, but they did get to it eventually.
I'm just your friendly neighborhood web developer!
Did they take care of it? When I initially put in my request, it was a "preorder" but now they won't help me because purchases are final. The resolution I got was a quick one-liner to that effect. I would normally want further resolution since my request preceded it becoming a "purchase" but it's not worth going through another 1-2 months for a response that won't be applicable at that point in time. I hated to end my 7+ year Master tier membership over it, but I just can't get on board with this and so I did. I just hate that I bought so much (everything, actually) from D&DBeyond. It's a good lesson for me to remind myself that digitally-hosted purchases aren't really owned.
They did take care of it— my issue was that I never got the email for the golden dice and other preorder bonuses.
I know it was mentioned not to put in another ticket but at the end of my resolution, I had two tickets running because I was so frustrated and both got resolved properly. I did see you did that already, so I hope they answer one of them.
What I can’t get behind is how absolutely awful support has been recently. Completely unacceptable for the amount of money I’ve spent on this platform. I hope they take feedback to heart and actually improve sooner rather than later.
I'm just your friendly neighborhood web developer!
I'm at 24 days and not encouraged. I am just baffled that they think this is ok. I have never seen a company take so long to respond in my life.
According to my ticket, nobody has taken any action on my ticket at all. They have zero alternative options available to escalate or contact. I'm in Canada and when it's hard enough to find my ticket. The https://dnd-support.wizards.com site leads to https://support.wizards.com in many cases and that site looks identical but my ticket doesn't show up in that version.
I would have expected the PHB2024 would have arrived or at least shipped by now. Not even a notice of delay or anything. If they were not such a big company I would have suspected I got scammed.
This is my first experience purchasing DND Beyond / WoTC and I am pretty sure it will be my last. The product is decent but this awful experience leaves a bad taste in my mouth.
I guess the only other options are to either way and tolerate them or rally others in the same situation and apply more public pressure on them.
This kind of experience really makes you feel like their cash cow.
I chose to order from Amazon thank goodness because my friends who ordered the bundles had the physical books cancelled and then a full price charge for the digital book. 😞
This was my same scenario, as well. I couldn't get traction and I'm stuck paying full price for the digital copies. I ordered the full bundle on day 1 when it was at it's lowest price offering.
My original request on 9/10/2024:
Hello,
I received an email that part of my order was cancelled. This was a preorder of the 3 new base books plus digital versions. My credit card was replaced/updated by Amex in between the time that the order was placed and now. I had already updated my wallet in D&DBeyond with the updated card but it obviously didn't apply to existing preorders. I also see no way to change the payment method in the existing order.
This leaves me with four questions:
1. How do I update the payment method so that the remaining items go through?
2. How do I create a new order for just the Player's Handbook that was cancelled?
3. Do I need to still order a Player's Handbook that includes the digital content?
4. Do I need to just cancel this entire order and put in a new one for all of the content?
This sort of thing has occurred before at other sites and all I had to do was go in and update the payment method. I find it frustrating that things work a bit more piecemeal here leaving me a partially cancelled order that I can't make changes to. The email just says the item was cancelled and that I need to place a new order. This is not so simple.
Thanks,
Lloyd
The eventual response on 11/4/2024:
During this time, I've been charged for the digital PHB and DMG at full price and will not be receiving physical copies. I was able to cancel the physical orders in time, myself, but they do not allow cancellations on digital orders, it seems (even pre-release orders prior to release). I feel like the response I got was incredibly lazy but it would take months for me to even have anything answered at this point and I'm not hopeful that any update would be worth waiting for.
the only response i got from support was to tell me to shove it and to buy the new 2024 book if I have a problem with the new 2024 book. WOTC really driving home that they don't care about their consumers or their products, only the money, sadly based on the 2024 sales, y'all gave them reason not to care.
They double charged me and I waited weeks for them to respond with nothing but a response saying a human never read my post.
This message was sent in bulk and your individual ticket was not read by an agent.
So I did a chargeback which took a week or two, I finally got my money back and now my DnDBeyond account is banned because of chargebacks.
I've had some crap customer service in my time but DnDBeyond is hands-down the absolute worst.
They were so good before WOTC officially bought them. Since then they've really shown just how bad a company WOTC really is.