I can't remember seeing that either... and I got the same reply. If I had seen this, I don't think I would have preordered all three.
I think they thought that the system was ok and it was a customer's mistake, but then they started to get many similar complaints. It may have been a real surprise that people did not notice that there were two different shipping options (it is kind of hidden). In the last response, they said that they have shared the feedback so that they "can improve and avoid confusion in the future". And they DID apologize. Still, I had to cancel my order and then reorder because their system does not seem to allow changes even by customer support.
And now the PHB is on the way. There may still be some additional problems caused by cancellation and reorder, but we'll see.
Kevin has also replied to me, on Friday, apologizing and saying that he has "forwarded your case for further review by the relevant department to see what we can do here for you. As soon as I receive further information, I will contact you again." No more emails so far. How long after their first email does they take to come back?
So my latest update. I got a refund to my credit card for my DMG/MM (which I will now just buy directly from elsewhere) and they shipped out my PHB which I received yesterday (UK), so in fairness a pretty good response from customer services. I did have to suggest that course of action to them in the 1st place after pointing out multiple complaints on the forums regarding their ordering system and how unclear it is on the delivery options (i.e. having to edit the default to change to individual item delivery). Lesson learned - will stick to online books on D&D Beyond and get physical elsewhere.
Kevin has also replied to me, on Friday, apologizing and saying that he has "forwarded your case for further review by the relevant department to see what we can do here for you. As soon as I receive further information, I will contact you again." No more emails so far. How long after their first email does they take to come back?
I have just replied to the email I received from support about this issue, I will update here as soon as I receive a reply.
So my latest update. I got a refund to my credit card for my DMG/MM (which I will now just buy directly from elsewhere) and they shipped out my PHB which I received yesterday (UK), so in fairness a pretty good response from customer services. I did have to suggest that course of action to them in the 1st place after pointing out multiple complaints on the forums regarding their ordering system and how unclear it is on the delivery options (i.e. having to edit the default to change to individual item delivery). Lesson learned - will stick to online books on D&D Beyond and get physical elsewhere.
This does sound like the way to go, buy digital and physical separately. The whole pre order but receive when all are available is absolutely mental.
I received the PHB physical and digital on time. The PHB was damaged in shipping and NO ONE has contacted me about it. This is the worst run customer service I have ever seen!
I understand they might be overwhelmed, but I would have expected at least a receipt notification or some information.
That is unusual, at least in my experience, I usually get a ticket receipt email right away and then an actual response from support at some inexcusably, unprofessionally later date. (honestly, no hate to either of the actual support team members)
Rollback Post to RevisionRollBack
Much that once was is lost. Objects in Mirror Image are closer than they appear. All the world's indeed a stage, and we are merely players, performers and portrayers...
I have received the following update by email: "The warehouse has confirmed that all orders where shipped on Wednesday Oct 9th, haven't you received a tracking link?"
I have already replied saying that I haven't received any tracking link and that the delivery status still says "Shipping Issue".
I finally canceled my order. Kevin at support@wizardsscalefaststore.zendesk.com was able to assist me and provided feedback on what happened. He was super helpful and responsive. It appears that I also fell victim to the "ship all together" fiasco.
I'm heading out to buy the book tonight at my local hobby store.
Honestly, the "ship all together" fiasco could have been avoided, if Scalefast had taken action on a management level. Same for most of the other issues as well. When I discover a pattern to hundreds of support cases, then I take action to resolve them all together instead of wading through single cases. And at least Kevin's response times indicate that he wasn't swamped in tickets.
I have received the following update by email: "The warehouse has confirmed that all orders where shipped on Wednesday Oct 9th, haven't you received a tracking link?"
I have already replied saying that I haven't received any tracking link and that the delivery status still says "Shipping Issue".
After this, several emails more from and to Kevin.
He emailed me back asking if I had received my order. I said that no, that I haven't even received a tracking link.
He replied apologizing and saying he would follow up with logistics. I replied asking for a tracking link, because I am very often not at home (to be honest, I am starting to fear that, because I wasn't at home, they delivered it somewhere else and, without a tracking link, I don't have way to know).
He replied saying they are currently working on it. This was on Tuesday.
I emailed them yesterday again asking where the hell is my book and when is going to be delivered.
The book was released weeks ago and it was shipped one week and a half ago (when it should have been shipped in the release date...), and still absolutely ******* nothing.
I have received the following update by email: "The warehouse has confirmed that all orders where shipped on Wednesday Oct 9th, haven't you received a tracking link?"
I have already replied saying that I haven't received any tracking link and that the delivery status still says "Shipping Issue".
After this, several emails more from and to Kevin.
He emailed me back asking if I had received my order. I said that no, that I haven't even received a tracking link.
He replied apologizing and saying he would follow up with logistics. I replied asking for a tracking link, because I am very often not at home (to be honest, I am starting to fear that, because I wasn't at home, they delivered it somewhere else and, without a tracking link, I don't have way to know).
He replied saying they are currently working on it. This was on Tuesday.
I emailed them yesterday again asking where the hell is my book and when is going to be delivered.
The book was released weeks ago and it was shipped one week and a half ago (when it should have been shipped in the release date...), and still absolutely ******* nothing.
I have an update of my order: it has been lost in transit! Seriously...
I have requested a refund and it has been granted. I will have my money back in a few hours. I will order the book from other sources. I will never buy any physical book from Wizards of the Coast 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.
Got a response, over a month after raising the support case. Got the same response others have mentioned previously about being selected to deliver all at once and they are unable to change.
I politely responded with my frustration, not at them as they are only trying their best to help but rather the process and making this comment about the order changing:
"Whilst I would not expect you to be able to make changes, I would expect it to not be beyond the wit of man that someone higher up would have rights to make changes to orders or that a supervisor or manager having the ability to make a “human” intervention."
It should not be the customer having to "fix" it by cancelling the order, especially where they have had the benefit of our money well in advance of getting any goods. Then having to pay for it again, likely before even getting the refund.
Never going to pre-order from them again the risks far out-way any perceived benefits
Rollback Post to RevisionRollBack
Regards Paul
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@magustomoe
I can't remember seeing that either... and I got the same reply. If I had seen this, I don't think I would have preordered all three.
I think they thought that the system was ok and it was a customer's mistake, but then they started to get many similar complaints. It may have been a real surprise that people did not notice that there were two different shipping options (it is kind of hidden). In the last response, they said that they have shared the feedback so that they "can improve and avoid confusion in the future". And they DID apologize. Still, I had to cancel my order and then reorder because their system does not seem to allow changes even by customer support.
And now the PHB is on the way. There may still be some additional problems caused by cancellation and reorder, but we'll see.
Kevin has also replied to me, on Friday, apologizing and saying that he has "forwarded your case for further review by the relevant department to see what we can do here for you. As soon as I receive further information, I will contact you again." No more emails so far. How long after their first email does they take to come back?
So my latest update. I got a refund to my credit card for my DMG/MM (which I will now just buy directly from elsewhere) and they shipped out my PHB which I received yesterday (UK), so in fairness a pretty good response from customer services. I did have to suggest that course of action to them in the 1st place after pointing out multiple complaints on the forums regarding their ordering system and how unclear it is on the delivery options (i.e. having to edit the default to change to individual item delivery). Lesson learned - will stick to online books on D&D Beyond and get physical elsewhere.
I have just replied to the email I received from support about this issue, I will update here as soon as I receive a reply.
This does sound like the way to go, buy digital and physical separately. The whole pre order but receive when all are available is absolutely mental.
I received the PHB physical and digital on time. The PHB was damaged in shipping and NO ONE has contacted me about it. This is the worst run customer service I have ever seen!
Quick update for my situation.
The PHB was released 24 days ago.
I asked for a delivery update on https://dnd-support.wizards.com/ 15 days ago with no reply.
I asked for a refund on https://dnd-support.wizards.com/ 6 days ago with no reply.
I understand they might be overwhelmed, but I would have expected at least a receipt notification or some information.
That is unusual, at least in my experience, I usually get a ticket receipt email right away and then an actual response from support at some inexcusably, unprofessionally later date. (honestly, no hate to either of the actual support team members)
Much that once was is lost.
Objects in Mirror Image are closer than they appear.
All the world's indeed a stage, and we are merely players, performers and portrayers...
you need to contact them here: support@wizardsscalefaststore.zendesk.com
they respond pretty quickly.
unless you are from the US, then you aren't getting the books from scalefast.
I have received the following update by email: "The warehouse has confirmed that all orders where shipped on Wednesday Oct 9th, haven't you received a tracking link?"
I have already replied saying that I haven't received any tracking link and that the delivery status still says "Shipping Issue".
I finally recieved my copy of the PHB on Wednesday 9th Oct, No tracking number was sent, book arrived in perfect condition.
I will purchase through Amazon going forward
I finally canceled my order.
Kevin at support@wizardsscalefaststore.zendesk.com was able to assist me and provided feedback on what happened. He was super helpful and responsive.
It appears that I also fell victim to the "ship all together" fiasco.
I'm heading out to buy the book tonight at my local hobby store.
Honestly, the "ship all together" fiasco could have been avoided, if Scalefast had taken action on a management level. Same for most of the other issues as well. When I discover a pattern to hundreds of support cases, then I take action to resolve them all together instead of wading through single cases. And at least Kevin's response times indicate that he wasn't swamped in tickets.
After this, several emails more from and to Kevin.
He emailed me back asking if I had received my order. I said that no, that I haven't even received a tracking link.
He replied apologizing and saying he would follow up with logistics. I replied asking for a tracking link, because I am very often not at home (to be honest, I am starting to fear that, because I wasn't at home, they delivered it somewhere else and, without a tracking link, I don't have way to know).
He replied saying they are currently working on it. This was on Tuesday.
I emailed them yesterday again asking where the hell is my book and when is going to be delivered.
The book was released weeks ago and it was shipped one week and a half ago (when it should have been shipped in the release date...), and still absolutely ******* nothing.
I have an update of my order: it has been lost in transit! Seriously...
I have requested a refund and it has been granted. I will have my money back in a few hours. I will order the book from other sources. I will never buy any physical book from Wizards of the Coast again.
Got a response, over a month after raising the support case. Got the same response others have mentioned previously about being selected to deliver all at once and they are unable to change.
I politely responded with my frustration, not at them as they are only trying their best to help but rather the process and making this comment about the order changing:
"Whilst I would not expect you to be able to make changes, I would expect it to not be beyond the wit of man that someone higher up would have rights to make changes to orders or that a supervisor or manager having the ability to make a “human” intervention."
It should not be the customer having to "fix" it by cancelling the order, especially where they have had the benefit of our money well in advance of getting any goods. Then having to pay for it again, likely before even getting the refund.
Never going to pre-order from them again the risks far out-way any perceived benefits
Regards
Paul