Still haven't received any shipping notice whatsoever. Ticket was answered with an auto-generated answer, and no one is willing to help me at all. Also, I just saw that contrary to the promise that ordering the three bundle products from the Scalefast site is equivalent to ordering the big bundle from D&D Beyond, I haven't received any of the bonus content that was promised... I am seriously considering cancelling the order.
I have never felt as undervalued customer with any other RPG company.
If you mean the gold dice and the dragon book preorder bonuses they've not been released to anyone yet and we've had no confirmation when they will, might not even be until all three books are out. You've been treated incredibly poorly but that bit at least isn't aimed just at you
If you mean the gold dice and the dragon book preorder bonuses they've not been released to anyone yet and we've had no confirmation when they will, might not even be until all three books are out. You've been treated incredibly poorly but that bit at least isn't aimed just at you
Sorry, I beg to differ. Reportedly the Digital Artbook and the Golden Dice set have been sent out on September 3. That has been reported elsewhere.
Still haven't received any shipping notice whatsoever. Ticket was answered with an auto-generated answer, and no one is willing to help me at all. Also, I just saw that contrary to the promise that ordering the three bundle products from the Scalefast site is equivalent to ordering the big bundle from D&D Beyond, I haven't received any of the bonus content that was promised... I am seriously considering cancelling the order.
I have never felt as undervalued customer with any other RPG company.
If you mean the gold dice and the dragon book preorder bonuses they've not been released to anyone yet and we've had no confirmation when they will, might not even be until all three books are out. You've been treated incredibly poorly but that bit at least isn't aimed just at you
I've received both the art book and the golden dice already.
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"grandpa" Salkur, Gnome Arti/Sorc: Forged in Chaos | Pepin, Human Arti/Cleric: Goblin horde | Mixtli, Volc Genasi Arti: Champions of the Citadel | Erix Vadalitis, Human Druid: Rising from the last war |Smithy, Human Arti: Night Ravens: Black orchids for Biscotti | Tamphalic Aliprax, Dragonborn Wizard: Chronicles of the Accursed | Doc, Dwarven Cleric (2024): Adventure at Hope's End | Abathax, Tiefling Illriger: Hunt for the Balowang | Gorin Mestel, Human Arti: Descend into Avernus
Still haven't received any shipping notice whatsoever. Ticket was answered with an auto-generated answer, and no one is willing to help me at all. Also, I just saw that contrary to the promise that ordering the three bundle products from the Scalefast site is equivalent to ordering the big bundle from D&D Beyond, I haven't received any of the bonus content that was promised... I am seriously considering cancelling the order.
I have never felt as undervalued customer with any other RPG company.
If you mean the gold dice and the dragon book preorder bonuses they've not been released to anyone yet and we've had no confirmation when they will, might not even be until all three books are out. You've been treated incredibly poorly but that bit at least isn't aimed just at you
I have received gold dice (redeem code) and art book (download link) in email. In the same email was a note that gold dragon mini will be released when Sigil beta begins. Only thing missing is the physical 2024 PHB, which then promised they will send when it is released (+/- some days).
Same issue here. No shipping notice, order on the DnDstore is still on the "validated" status. I think I will simply cancel my order altogether and not get physical books for 5.24.
Same here. Presumably we really aren’t going to get the books now unless we cancel our pre order and just order them again. It would be great if someone could comment as we were advised otherwise in this forum.
It would be so easy to fix this. By now they have to know that it is a widespread issue. They could easily find out in their databases who ordered all three books in a single order, then check who didn‘t get their PHB yet. Then have Scalefast ship those books. Instead, they make each and every single customer go through the all ready overstretched support. The support people on the other hand don‘t seem to know any of the promises an advise on the forum, and give the rote answers according to their FAQs. The frustrating part: nobody seems to be stepping up to straighten this out the easy way.
Re-ordering is not an option, because that will lose the pre-order perks for the PHB. I am not willing to do that.
I still haven’t gotten mine yet. Not even a message on the shipping order. I’m in Canada btw.
Same here. I live in the UK. When I check my order in the Wizards page, it says "Delivery Status: Shipping Issue ". If I click in "Instructions" this is all I get:
"Shipment Info
Fedex Standard"
Just this, nothing else. I haven't received any email whatsoever. Should I do something or just wait?
I'm in the same boat. Haven't seen anything indicating its shipped, let alone being close to arriving. It made sense to order the bundle because I need the digital copy for my Pro-DM business, but I'm definitely not bothering to order the DMG or Monster Manual bundles if this is what international customers have to deal with.
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Chris Braun (Bronn1) Owner/Professional DM - Fraser Valley Tabletop Games
I'm in the UK, My Order just says "validated" - I haven't received any shipping confirmation and it certainly hasn't arrived.
I was wondering when I should start to get concerned... It seems that time is now. Logged a support ticket.
I am unimpressed that a company the size of hasbrow can't manage the logistics of shipping out packages to customers that have pre-ordered a product they have been planning a release for for years[plural] without this level of cockup.
More to the point. With this level of cockup I expect active communication about what is going on, the more silence and the less information is given out the worse you look.
If things are going wrong, get out in front of it and say so, loudly and clearly, explain what is going wrong and why, apologies for it and say what you are doing about it.
People will not be happy that things are going wrong but most people understand things do not always go smoothly and you will get understanding and sympathy.
If you go silent and try to pretend it isn't happening you get speculation, everyone will assume the worst which will always be worse than what is actually going on, you will get condemned for that, and if and when you do finally do say something it will be written off as too little too late.
Please try to learn... there is no such thing as too much communication, there IS such a thing as too little and it will always bite you in the ass every single time.
If you don't have enough community managers [or other] communications staff to cope. Hire more.
Canada here. Didn't get a tracking number. No clue where my order is or if it is being monitored by anything or anyone at this point. All i've got as far as communicating relevant information for my order is this ;
SHIPPING INFORMATION (once order has shipped)
ParcelConnect Priority DDU (w/Delcon) (2 - 3 business days)
No clue if I'll ever see the physical book that is supposed to come with my bundle either. Until WotC/Hasbro changes to a more reliable shipping/merchant company than Scalefast , i'm never buying physical or pre-ordering again.
I'm in the UK, added the 3 bundles as advised (as there was no complete bundled offered at the time on the international Stores) Still awaiting the PHB, my Delivery status says "Preparing Order" the instructions, as others have mentioned, just says "Fedex Standard".
No emails and I have raised a ticket but after 4 days no response as of yet.
This is very poor customer service and the lack of acknowledgement of a problem is very concerning.
We have all invested significant money upfront for a product and given assurances on when it would be delivered that has not transpired. Please talk to your customers its the very least we all deserve.
I dont even have it on my order history which is even more concerning, I have an order number on an email and some reference to it in the license tab. As yet no reply to my communications
I dont even have it on my order history which is even more concerning, I have an order number on an email and some reference to it in the license tab. As yet no reply to my communications
Same in my case. It doesn't appear in my order history. If I click on "click here to get access to your products" in the email it's when I can see what I mention in my other post, but nothing else.
Same here in the UK. Pre-ordered the bundle of three books, digital and physical, back in July. Redeemed the digi-book codes just fine, got the email for claiming my pre-order bonuses (and they're on my account)... then, nothing?
The order shows as "Status: Validated". My credit card shows the full £179.97 taken. And yet the PHB2024 is still "Delivery Status: Preparing order". I raised a ticket on the 18th, and it just disappeared. The only reason I know I did is because I still have the email from dnd-support with a ticket number. Raised a second ticket, and it's now been a week with zero response.
What do I/we even do in this case? This is a shambles and definitely makes me regret the pre-order. Especially when friends who pre-ordered after me have theirs, and friends who refuse to pre-order have been able to just pick up their copy. ANY announcement or anything for WotC would be better than this uncertainty. I daren't even consider a charge back knowing they'd undoubtably close my BBD account and everything I have on there.
Same here in the UK. Pre-ordered the bundle of three books, digital and physical, back in July. Redeemed the digi-book codes just fine, got the email for claiming my pre-order bonuses (and they're on my account)... then, nothing?
I haven't had that email either, although they are on my licences.
Disastrous processes they have here, no surprise people would rather buy from Amazon
This is my exact same situation. I have submitted a new ticket on Monday for a refund, still awaiting a response on that end. I have lost confidence in WotC's partner to deliver the physical books at that point.
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If you mean the gold dice and the dragon book preorder bonuses they've not been released to anyone yet and we've had no confirmation when they will, might not even be until all three books are out. You've been treated incredibly poorly but that bit at least isn't aimed just at you
Sorry, I beg to differ. Reportedly the Digital Artbook and the Golden Dice set have been sent out on September 3. That has been reported elsewhere.
I've received both the art book and the golden dice already.
"grandpa" Salkur, Gnome Arti/Sorc: Forged in Chaos | Pepin, Human Arti/Cleric: Goblin horde | Mixtli, Volc Genasi Arti: Champions of the Citadel | Erix Vadalitis, Human Druid: Rising from the last war | Smithy, Human Arti: Night Ravens: Black orchids for Biscotti | Tamphalic Aliprax, Dragonborn Wizard: Chronicles of the Accursed | Doc, Dwarven Cleric (2024): Adventure at Hope's End | Abathax, Tiefling Illriger: Hunt for the Balowang | Gorin Mestel, Human Arti: Descend into Avernus
I stand corrected, not received mine yet and one of the community managers a couple of weeks back said they were going to be a later release
I have received gold dice (redeem code) and art book (download link) in email. In the same email was a note that gold dragon mini will be released when Sigil beta begins. Only thing missing is the physical 2024 PHB, which then promised they will send when it is released (+/- some days).
Same issue here. No shipping notice, order on the DnDstore is still on the "validated" status. I think I will simply cancel my order altogether and not get physical books for 5.24.
Same here. Presumably we really aren’t going to get the books now unless we cancel our pre order and just order them again. It would be great if someone could comment as we were advised otherwise in this forum.
It would be so easy to fix this. By now they have to know that it is a widespread issue. They could easily find out in their databases who ordered all three books in a single order, then check who didn‘t get their PHB yet. Then have Scalefast ship those books. Instead, they make each and every single customer go through the all ready overstretched support. The support people on the other hand don‘t seem to know any of the promises an advise on the forum, and give the rote answers according to their FAQs. The frustrating part: nobody seems to be stepping up to straighten this out the easy way.
Re-ordering is not an option, because that will lose the pre-order perks for the PHB. I am not willing to do that.
I still haven’t gotten mine yet. Not even a message on the shipping order. I’m in Canada btw.
Got mine Wednesday, in Canada. No notice it had shipped, just showed up Canada Post door delivery.
Same here. I live in the UK. When I check my order in the Wizards page, it says "Delivery Status: Shipping Issue ". If I click in "Instructions" this is all I get:
"Shipment Info
I'm in the same boat. Haven't seen anything indicating its shipped, let alone being close to arriving. It made sense to order the bundle because I need the digital copy for my Pro-DM business, but I'm definitely not bothering to order the DMG or Monster Manual bundles if this is what international customers have to deal with.
Chris Braun (Bronn1)
Owner/Professional DM - Fraser Valley Tabletop Games
I'm in the UK, My Order just says "validated" - I haven't received any shipping confirmation and it certainly hasn't arrived.
I was wondering when I should start to get concerned... It seems that time is now. Logged a support ticket.
I am unimpressed that a company the size of hasbrow can't manage the logistics of shipping out packages to customers that have pre-ordered a product they have been planning a release for for years[plural] without this level of cockup.
More to the point. With this level of cockup I expect active communication about what is going on, the more silence and the less information is given out the worse you look.
If things are going wrong, get out in front of it and say so, loudly and clearly, explain what is going wrong and why, apologies for it and say what you are doing about it.
People will not be happy that things are going wrong but most people understand things do not always go smoothly and you will get understanding and sympathy.
If you go silent and try to pretend it isn't happening you get speculation, everyone will assume the worst which will always be worse than what is actually going on, you will get condemned for that, and if and when you do finally do say something it will be written off as too little too late.
Please try to learn... there is no such thing as too much communication, there IS such a thing as too little and it will always bite you in the ass every single time.
If you don't have enough community managers [or other] communications staff to cope. Hire more.
Canada here. Didn't get a tracking number. No clue where my order is or if it is being monitored by anything or anyone at this point. All i've got as far as communicating relevant information for my order is this ;
No clue if I'll ever see the physical book that is supposed to come with my bundle either. Until WotC/Hasbro changes to a more reliable shipping/merchant company than Scalefast , i'm never buying physical or pre-ordering again.
I'm in the UK, added the 3 bundles as advised (as there was no complete bundled offered at the time on the international Stores)
Still awaiting the PHB, my Delivery status says "Preparing Order" the instructions, as others have mentioned, just says "Fedex Standard".
No emails and I have raised a ticket but after 4 days no response as of yet.
This is very poor customer service and the lack of acknowledgement of a problem is very concerning.
We have all invested significant money upfront for a product and given assurances on when it would be delivered that has not transpired.
Please talk to your customers its the very least we all deserve.
Regards
Paul
I dont even have it on my order history which is even more concerning, I have an order number on an email and some reference to it in the license tab. As yet no reply to my communications
Same in my case. It doesn't appear in my order history. If I click on "click here to get access to your products" in the email it's when I can see what I mention in my other post, but nothing else.
Just to add to the thread.
Same here in the UK. Pre-ordered the bundle of three books, digital and physical, back in July. Redeemed the digi-book codes just fine, got the email for claiming my pre-order bonuses (and they're on my account)... then, nothing?
The order shows as "Status: Validated". My credit card shows the full £179.97 taken. And yet the PHB2024 is still "Delivery Status: Preparing order". I raised a ticket on the 18th, and it just disappeared. The only reason I know I did is because I still have the email from dnd-support with a ticket number. Raised a second ticket, and it's now been a week with zero response.
What do I/we even do in this case? This is a shambles and definitely makes me regret the pre-order. Especially when friends who pre-ordered after me have theirs, and friends who refuse to pre-order have been able to just pick up their copy. ANY announcement or anything for WotC would be better than this uncertainty. I daren't even consider a charge back knowing they'd undoubtably close my BBD account and everything I have on there.
I haven't had that email either, although they are on my licences.
Disastrous processes they have here, no surprise people would rather buy from Amazon
This is my exact same situation. I have submitted a new ticket on Monday for a refund, still awaiting a response on that end. I have lost confidence in WotC's partner to deliver the physical books at that point.