I realized after a bit that it might have something to do with the e-mail provider. I have a couple of e-mail addresses and D&D Beyond/WotC has sent e-mail to both (probably a mistake on my part but came in handy for once). One of them still receives e-mail from them, but the other one stopped somewhere around March, which happens to include all the order fulfilment stuff. This was just the first time that really mattered.

Unfortunately, there doesn't seem to be a way for me to change the e-mail address myself, so I have a ticket open waiting for them to get to it, to use the e-mail address that does work...

As to why they would just stop delivering to certain providers - no idea. At least a good number of other companies are able to send e-mail to that account.

 I use Gmail and I have received all emails from DDB. It's just the one with the pre-order benefits that never materialized.

Three weeks and still no resolution. In all, I've got a couple of generic replies. One was automated, the other, I'm not sure, but if it was not, it was still by someone who hadn't read my messages.

Yep, on day 21 here. Absolutely abysmal customer service

I also haven't gotten the email with the pre order bonuses. I did receive the blanket email about making sure my rewards are synced (which they are), and at this point I am just getting annoyed and might just cancel my order at this point.

I'm another person who never received the digital art book.  I created a support ticket 13 days ago, but have received no response other than a bulk email that mostly demonstrated that WoTC doesn't understand the issue.

I've received poor support from companies, but never before have I been completely ignored for such a long period of time.  Between this problem and the issue with PHB preorders being cancelled, I have resolved to never again order something from dndbeyond that I can get elsewhere.  I still enjoy D&D and wish to keep playing it, but I'm very frustrated.  If you're reading this: try not to buy anything from dndbeyond, and if you decide to make a purchase, assume that anything special or unusual (like a pre-order bonus) is a lie and will not be honored.  

Yes, it is being handled very poorly. A glitch can happen, but the total lack of response is quite bad. Not to mention that the solution would be trivial: just resend those emails.

Add me to the list of not receiving the email. I have all emails regarding the preorders except this one. Did any of you end up getting the issue resolved? Paying $200 in preorders and not receiving promised bonuses is incredibly lame.

I didn't receive anything either. But hey, they haven't sent me the PBH yet and I'm after WotC to receive a response (at the moment there's been 2 weeks of silence)

I did receive the email I think but it went right to either my spam or trash folder and I saw it by happenstance just scrolling through to see if I missed anything. The tragic part about it is that I started to read it and it was full in the beginning of all the things we already had gotten almost immediately so I didn’t think it was important! That folder auto deletes everything older than 3 weeks or so meaning it only goes back to around September 17. I saw someone saying the very beginning of the month is when they were sent out so I don’t even have a chance of finding it back.

I guess I’m opening an abysmally staffed support ticket too

I've checked my spam folder immediately. In my case, the email was simply never sent. My ticket has now been open for a month. The customer service has been abysmal and there doesn't seem to be any recourse.

I just got my ticket resolved today and my ticket went in Sept 4. They gave me a code for the dice and a link to the artbook. I hope yours is resolved ASAP as well.

Quote from Southstands >>

I just got my ticket resolved today and my ticket went in Sept 4. They gave me a code for the dice and a link to the artbook. I hope yours is resolved ASAP as well.

 I'm happy for you and, if they are finally acting on the issue, it is good news for the rest of us.