When most of us prepurchase the books, there wasnt that bundle as an option so we had to add to the chart the 3 books separately. And with every single of those books there was a information that said they will be shipped as far as they where released one by one.
Still haven't got a reply after a week. It actually says under Last Activity '3 hours ago' but there's been nothing added under my request for an update over 2 days ago.
Right now, I'm ÂŁ180 out of pocket with seemingly no way of getting my money back, and I've received absolutely nothing for it, products or communication.
Why isn't there a simple 'Cancel Order' button available? Madness
When you put the bundle into your cart, then proceed to checkout, you get a three step process:
First step Shipping is marked with a green checkmark. But it is set to a single shipment in February. Right above that statement is an Edit button. Click that button, and you are able to change the shipment to "immediately after release" for all three books.
The checkout process unfortunately skips highlighting that step, and forwards you immediately to Step 2: Payment.
(I am not adding screenshots here)
I just put the bundle in my cart to see if I got the option to choose when they ship. It is now clearly visible that you can choose between havng them shipped seperately or bundled together. I dont remember seeing this back when I ordered in June. Very annoying.
When you put the bundle into your cart, then proceed to checkout, you get a three step process:
First step Shipping is marked with a green checkmark. But it is set to a single shipment in February. Right above that statement is an Edit button. Click that button, and you are able to change the shipment to "immediately after release" for all three books.
The checkout process unfortunately skips highlighting that step, and forwards you immediately to Step 2: Payment.
(I am not adding screenshots here)
I just put the bundle in my cart to see if I got the option to choose when they ship. It is now clearly visible that you can choose between havng them shipped seperately or bundled together. I dont remember seeing this back when I ordered in June. Very annoying.
It should not matter. They said (in response to a support ticket) that the books will be shipped separately. We were told the same thing here in the forum. I would not have preordered all three books in one order without that promise. I thought the preorder perks would be nice to have, but not so nice that I would want to wait until February for the physical books. The other option was to place three separate orders, which would ship individually. The most reliable option would have been to preorder just the digital bundle and buy the physical books from the local game store (but this is more expensive).
I’ve had no problems with single-book preorders (Vecna, Infinite Staircase), so I thought I could trust these promises of three separate shipments at release time. I'm still waiting the answer to my support request.
Same. Been waiting 9 days. Still no response whatsoever.
I'm also pretty sure that in june it said the books would be sent one by one... so I don't get why they're making an issue out of it? It's not like it's impossible to change those things even if they go all "we'll send all in february", they just don't want to cause they only care about our money. -_-
Somebody needs to step up at Scalefast, take a look at the tickets on a broad scale and authorize the shipment. But apparently this isn’t happening at all. They just let everyone muddle through their clogged help desk.
Same. Been waiting 9 days. Still no response whatsoever.
I'm also pretty sure that in june it said the books would be sent one by one... so I don't get why they're making an issue out of it? It's not like it's impossible to change those things even if they go all "we'll send all in february", they just don't want to cause they only care about our money. -_-
I think that the web page of the European store did not say anything about sending books one by one at release date, not in June at least. The FAQ says that they will ship the books when the last one is available. I asked here in the forum about that (and made a support request also) and they told us that text in the FAQ does not apply in this case. They said that the books will be sent one by one at release time.
I wanted to by the books as a bundle, because it was so much cheaper to preorder digital+physical than buy digital from the DnDBeyond and physical from the game store. My original plan was to make three separate orders for those three books. But then they started to advertise the preorder perks which you get if you order all three at the same time (i.e. in same order). I thought it would be nice to have something extra so I changed my plan after they said that they will ship the books one by one even if I put all three in the same order.
We are all in the same situation. Those of us who buy the books in June or July.
What is happening with shipments in Europe makes no sense at all. I wonder if the people in the USA who pre-ordered the bundle from D&DBeyond have received the PHB 2024 and don't have to wait until February (I'm betting that's the case).
Unless they justify to us what the hell is happening, a generic message sent to everyone asking about this issue and directing you to read the FAQ when there have been so many changes in the EU marketplace is of no useful at all.
For my part, I continue to insist with messages to support until they give me a coherent response. I'm seriously considering canceling everything and losing the perks, it's not worth wasting my time with this nonsense...
But look at this! After requesting information to request the cancellation of the order and the return of my money, this was their response (autogenerated again)
"Hello,
We sincerely appreciate you taking the time to bring your thoughts aboutDungeons and Dragons to our attention.
It's important that your voice is heard and we assure you that feedback of this nature is particularly important to our company as we strive to build a better experience for you. All feedback, requests, and suggestions are brought to the appropriate teams for consideration and will not receive a direct response; however, you can keep an eye on our websites for any official announcements as they become available."
That is, first they tell me that if I do not agree to receive the order in February, they cant change the shipping options (Im not sure right now, but if I remember correctly there wasnt such an option to choose the type of shipment before the release the bundle in the EU website) and that I can cancel the order (but they do not explain how, of course, they make it very clear that if you do so you will lose the bonuses, and so on)
I take a look at the awkward European marketplace, where I placed my order, but I don't see any option to cancel it.
I request information to know how to do it and the only thing I receive, after waiting, is this meaningless message.
Does anyone know how to do it? ___________________________________________
I make an update
After an additional message where I made it clear that I wanted information to cancel my order, they responded to me with:
"Hello,
Thank you for contacting Wizards of the Coast Customer Support! If you would like to cancel your order, please advise us as soon as possible so we can proceed with your request."
When most of us prepurchase the books, there wasnt that bundle as an option so we had to add to the chart the 3 books separately. And with every single of those books there was a information that said they will be shipped as far as they where https://100001****/ released one by one.
When most of us prepurchase the books, there wasnt that bundle as an option so we had to add to the chart the 3 books separately. And with every single of those books there was a information that said they will be shipped as far as they where https://100001****/ released one by one.
I got this,...
I would also swear that this is so. 100% the bundle did not exist in Europe, that's for sure.
I logged a ticket 3 days ago and have had absolutely no response.
The complete radio silence on this is appalling and unacceptable.
There might [I accept the possibility this could be true] be some issue they are working to overcome that I might accept and understand IF I knew about it.
But not communicating with us when they have so many different ways of doing so to let us know what is going on for this period of time is inexcusable.
Given that it nolonger matters what the reason is. They owe a groveling apology for this along with some form of recompense for their screwup just to make up for loss of customer good will if nothing else.
I got a response for my other support request. They did not answer the question in there, but they did answer my question in the other support request about the shipping. I got the standard answer: "A review of your order shows that items with different release dates have been purchased in this order. This means that your product will ship when all items on the order are available to ship. Full details can be found on our FAQ under "When will I get my physical product?" and so on.
That is pretty interesting answer because I made another support requests in June. At first, they told me the same thing about one shipment in February, but then I asked whether it is really true, because in the forums their staff wrote that the text in the FAQ does not apply in this case. The final reply was that the text in the forum is indeed correct. Their response was: "Thank you for following up with us and apologies for the confusion. The correct information is below: The release dates for the books are as follows: 2024 Player's Handbook – 17 September 2024 2024 Dungeon Master's Guide – 12 November 2024 2024 Monster Manual – 18 February 2025
Physical Orders: Each book will be shipped before the date above to ensure the best chance of receiving it on or by the release date. E.g. If you buy all 3 in the same order, they will indeed ship out to you on their release date; they will not be shipping only when the last book comes out."
I will not cancel my preorder, but this is one of the worst experiences as a customer for me. There have been bad cases earlier, but in most cases the companies have been helpful and they have tried to fix the problems, in some cases they support has been exceptional. I think the only exception is an airline company.
I got a response for my other support request. They did not answer the question in there, but they did answer my question in the other support request about the shipping. I got the standard answer: "A review of your order shows that items with different release dates have been purchased in this order. This means that your product will ship when all items on the order are available to ship. Full details can be found on our FAQ under "When will I get my physical product?" and so on.
That is pretty interesting answer because I made another support requests in June. At first, they told me the same thing about one shipment in February, but then I asked whether it is really true, because in the forums their staff wrote that the text in the FAQ does not apply in this case. The final reply was that the text in the forum is indeed correct. Their response was: "Thank you for following up with us and apologies for the confusion. The correct information is below: The release dates for the books are as follows: 2024 Player's Handbook – 17 September 2024 2024 Dungeon Master's Guide – 12 November 2024 2024 Monster Manual – 18 February 2025
Physical Orders: Each book will be shipped before the date above to ensure the best chance of receiving it on or by the release date. E.g. If you buy all 3 in the same order, they will indeed ship out to you on their release date; they will not be shipping only when the last book comes out."
I will not cancel my preorder, but this is one of the worst experiences as a customer for me. There have been bad cases earlier, but in most cases the companies have been helpful and they have tried to fix the problems, in some cases they support has been exceptional. I think the only exception is an airline company.
An interesting detail is that they managed to say in the responses to my second support request two different things. First, I got somewhat generic "Physical Orders: Each book will be shipped before the date above to ensure the best chance of receiving it on or by the release date." When I asked about my order, they said: "A review of your order shows that items with different release dates have been purchased in this order. This means that your product will ship when all items on the order are available to ship."
I logged a ticket 3 days ago and have had absolutely no response.
The complete radio silence on this is appalling and unacceptable.
There might [I accept the possibility this could be true] be some issue they are working to overcome that I might accept and understand IF I knew about it.
But not communicating with us when they have so many different ways of doing so to let us know what is going on for this period of time is inexcusable.
Given that it nolonger matters what the reason is. They owe a groveling apology for this along with some form of recompense for their screwup just to make up for loss of customer good will if nothing else.
Yeah but that happens with the new bundle
When most of us prepurchase the books, there wasnt that bundle as an option so we had to add to the chart the 3 books separately. And with every single of those books there was a information that said they will be shipped as far as they where released one by one.
Still haven't got a reply after a week. It actually says under Last Activity '3 hours ago' but there's been nothing added under my request for an update over 2 days ago.
Right now, I'm ÂŁ180 out of pocket with seemingly no way of getting my money back, and I've received absolutely nothing for it, products or communication.
Why isn't there a simple 'Cancel Order' button available? Madness
I just put the bundle in my cart to see if I got the option to choose when they ship. It is now clearly visible that you can choose between havng them shipped seperately or bundled together. I dont remember seeing this back when I ordered in June. Very annoying.
It should not matter. They said (in response to a support ticket) that the books will be shipped separately. We were told the same thing here in the forum. I would not have preordered all three books in one order without that promise. I thought the preorder perks would be nice to have, but not so nice that I would want to wait until February for the physical books. The other option was to place three separate orders, which would ship individually. The most reliable option would have been to preorder just the digital bundle and buy the physical books from the local game store (but this is more expensive).
I’ve had no problems with single-book preorders (Vecna, Infinite Staircase), so I thought I could trust these promises of three separate shipments at release time. I'm still waiting the answer to my support request.
Same. Been waiting 9 days. Still no response whatsoever.
I'm also pretty sure that in june it said the books would be sent one by one... so I don't get why they're making an issue out of it? It's not like it's impossible to change those things even if they go all "we'll send all in february", they just don't want to cause they only care about our money. -_-
Somebody needs to step up at Scalefast, take a look at the tickets on a broad scale and authorize the shipment. But apparently this isn’t happening at all. They just let everyone muddle through their clogged help desk.
I think that the web page of the European store did not say anything about sending books one by one at release date, not in June at least. The FAQ says that they will ship the books when the last one is available. I asked here in the forum about that (and made a support request also) and they told us that text in the FAQ does not apply in this case. They said that the books will be sent one by one at release time.
I wanted to by the books as a bundle, because it was so much cheaper to preorder digital+physical than buy digital from the DnDBeyond and physical from the game store. My original plan was to make three separate orders for those three books. But then they started to advertise the preorder perks which you get if you order all three at the same time (i.e. in same order). I thought it would be nice to have something extra so I changed my plan after they said that they will ship the books one by one even if I put all three in the same order.
We are all in the same situation. Those of us who buy the books in June or July.
What is happening with shipments in Europe makes no sense at all. I wonder if the people in the USA who pre-ordered the bundle from D&DBeyond have received the PHB 2024 and don't have to wait until February (I'm betting that's the case).
Unless they justify to us what the hell is happening, a generic message sent to everyone asking about this issue and directing you to read the FAQ when there have been so many changes in the EU marketplace is of no useful at all.
For my part, I continue to insist with messages to support until they give me a coherent response. I'm seriously considering canceling everything and losing the perks, it's not worth wasting my time with this nonsense...
USA customers are definitely getting each book by the release, just check other threads.
European buyers are definitely second class here.
But look at this! After requesting information to request the cancellation of the order and the return of my money, this was their response (autogenerated again)
"Hello,
We sincerely appreciate you taking the time to bring your thoughts about Dungeons and Dragons to our attention.
It's important that your voice is heard and we assure you that feedback of this nature is particularly important to our company as we strive to build a better experience for you. All feedback, requests, and suggestions are brought to the appropriate teams for consideration and will not receive a direct response; however, you can keep an eye on our websites for any official announcements as they become available."
That is, first they tell me that if I do not agree to receive the order in February, they cant change the shipping options (Im not sure right now, but if I remember correctly there wasnt such an option to choose the type of shipment before the release the bundle in the EU website) and that I can cancel the order (but they do not explain how, of course, they make it very clear that if you do so you will lose the bonuses, and so on)
I take a look at the awkward European marketplace, where I placed my order, but I don't see any option to cancel it.
I request information to know how to do it and the only thing I receive, after waiting, is this meaningless message.
Does anyone know how to do it?
___________________________________________
I make an update
After an additional message where I made it clear that I wanted information to cancel my order, they responded to me with:
"Hello,
Thank you for contacting Wizards of the Coast Customer Support! If you would like to cancel your order, please advise us as soon as possible so we can proceed with your request."
I got this,...
I would also swear that this is so. 100% the bundle did not exist in Europe, that's for sure.
No, I also had to add all three individually in June
I logged a ticket 3 days ago and have had absolutely no response.
The complete radio silence on this is appalling and unacceptable.
There might [I accept the possibility this could be true] be some issue they are working to overcome that I might accept and understand IF I knew about it.
But not communicating with us when they have so many different ways of doing so to let us know what is going on for this period of time is inexcusable.
Given that it nolonger matters what the reason is. They owe a groveling apology for this along with some form of recompense for their screwup just to make up for loss of customer good will if nothing else.
It's gotten to the point where all I want is a refund, but they don't respond to messages.
Has anyone had any progress with their case? Or do you know how to cancel the order?
No progress whatsoever... I am resigned to receiving my books in March 2024. :(
Unfortunately, I will not get the bundle pre-order perks... the Golden Dice, the digital Artbook and the Gold Dragon... :(
I got a response for my other support request. They did not answer the question in there, but they did answer my question in the other support request about the shipping. I got the standard answer: "A review of your order shows that items with different release dates have been purchased in this order. This means that your product will ship when all items on the order are available to ship. Full details can be found on our FAQ under "When will I get my physical product?" and so on.
That is pretty interesting answer because I made another support requests in June. At first, they told me the same thing about one shipment in February, but then I asked whether it is really true, because in the forums their staff wrote that the text in the FAQ does not apply in this case. The final reply was that the text in the forum is indeed correct. Their response was:
"Thank you for following up with us and apologies for the confusion. The correct information is below:
The release dates for the books are as follows:
2024 Player's Handbook – 17 September 2024
2024 Dungeon Master's Guide – 12 November 2024
2024 Monster Manual – 18 February 2025
Physical Orders: Each book will be shipped before the date above to ensure the best chance of receiving it on or by the release date. E.g. If you buy all 3 in the same order, they will indeed ship out to you on their release date; they will not be shipping only when the last book comes out."
I will not cancel my preorder, but this is one of the worst experiences as a customer for me. There have been bad cases earlier, but in most cases the companies have been helpful and they have tried to fix the problems, in some cases they support has been exceptional. I think the only exception is an airline company.
An interesting detail is that they managed to say in the responses to my second support request two different things. First, I got somewhat generic "Physical Orders: Each book will be shipped before the date above to ensure the best chance of receiving it on or by the release date." When I asked about my order, they said: "A review of your order shows that items with different release dates have been purchased in this order. This means that your product will ship when all items on the order are available to ship."
I'm on 11 days and also still nothing
I just posted a new ticket to the support team after not answering me for 2 days and closing my previous incident without prior notice.
I have no words. This has never happened to me with any other company.
I'm still trying to get them to tell me if there is any alternative or, failing that, how to cancel my order. Is it that difficult?