I got EXACTLY the same response. (EDIT: IM ALSO TALKING TO KEVIN)
I told them it wasn't there. They kept at it that it was my mistake. I told them that I know they can cancel part of the order so i can reorder the other two seperately.
They told me this:
"Hello, I understand your concern, but please bear in mind that this option is ALWAYS available when we have these types of orders, to avoid these situations, and you are correct there are other customers with the same issue, but this happens when you don't read carefully. We can partially cancel the order so the 2024 Player's Handbook Digital + Physical Bundle can ship ASAP, but you will need to place a new order for the two other books. I want to make it clear, that we do indeed tell customers we can ship separately but if you chose the wrong option we can't do anything about it, so again make sure you read before placing an order. Don't hesitate to contact us for any further information."
Now I asked them to cancel the MM and DMG so i can reorder them seperately. Also asked them how long it takes to get money back and all that, cause I don't want any more surprises
So, I received a response from Scalefast saying that I chose "dispatch all products together" during checkout. I don't remember being given a choice and I would never have chosen to wait until the end. Does anyone else remember seeing this?
Yes, the option currently appears, but as WisdomOfWombats says you must edit the option (it is not very intuitive nor do they notify you at any time that exist)
The default option is to send everything in February, which is ridiculous.
But in the same way, if you are one of the people who, like many of us, bought the books in June/July... honestly, I think that option was not there, but I can't say for sure.
I have also read that there are people whose shipping has been modified. They returned the money from the DMG and MM and sent the PHB immediately.
I finally after over a week got the same response you guys have got and after going and looking at the website I can see exactly what has caused this problem.
If the DND Store page has your shipping details for any reason [previous purchase - from your account, whatever] then the shipping section is prepopulated [with a gren tick indicating it's completed] and collapsed when you arrive at the make a payment page.
If you click the edit button next to it however it will exapnd and suddenly at the bottom of that section are the questions about shipping thy are going on about.
But, with the shipping section pre-populated and with a green tick unless you have moved or the shipping detailes otherwise being incorrect you have no reason to click edit and find out about that question. And the site allows you to proceed without answering it.
And their default assumption [despite all the marketing saying they will ship the books out in order] if you don't answer the question has been to ship the books out as a single package on the release date of the last book.
The website still works in the same way right now so you can recreate your original order and see the questions for yourselves and how they're hidden [without needing to get to the point of putting in payment or completing the order]
I haven't quite got to the point of telling the rep he's gaslighting me for trying to tell me I answered the question and it's "always there" when i can see on the website with my own eyes [and have sent screenshots] proving it is hidden, but I'm getting close.
I am pretty sure now that it indeed looked like this back in June. You can click the edit button and then you get the option to choose between separate shipments and single shipments. The funny thing is the final price doesn't change! And for some reason they cannot just send it separately now.
Convincing_Illusion - you have described exactly my process of thinking when I ordered the books... It's quite a dark pattern - prepopulate things with the cheaper (for them) and more inconvenient (for us) option and hide it behind a button...
I am now trying to cancel all of the physical books and keep the digital stuff only...
I cancelled my entire order - Got a refund and am purchasing off of amazon. Who are actually offering a discount and will get it to me tomorrow, and will ship the rest of the books to me on time no questions asked.
Congrats Scalfest you just lost the entire order, any possibility of future business, and cost WotC and DnD beyond the digital licenses I'm now not buying.
EDIT: oh and just glancing at my Amazon order - it instantly tells me what dates it's shipping what items. i don't need to guess, or go read an FAQ, or post on a forum or log a support ticket and wait weeks for a response... It's right there instantly telling me when it's due to ship. If the D&D Store had had this feature we would have all known this would have been an issue right after making our purchases and could have corrected the issue then. Instead of having this issue after the shipping date had passed and wondering why our stuff hadn't arrived. Maybe, you might want to take a hint from that?
Yeah, I got a similar mail saying that they can't change the order. We should really be investigating, if Scalefast could be held responsible under EU law. They are essentially using a dark pattern to cut down on their business costs. Because sending each item individually incurs higher costs for them than sending them together.
Yeah, I got a similar mail saying that they can't change the order. We should really be investigating, if Scalefast could be held responsible under EU law. They are essentially using a dark pattern to cut down on their business costs. Because sending each item individually incurs higher costs for them than sending them together.
Not a lawyer - this is not legal advice:
I would be very suprised if you would get anyware with "dark pattern" stuff as you would need something on a truely massive scale to get anyones attention and this is way too small time [like there aren't billions of dollars involved kind of too small time].
However, something that might be closer to a more reasonable line of attack might be that their marketing and promotional materiel all talked about shipping the books as they are released, and that given that this question is hidden and can be bypassed, the default answer based on the marketing and customer expectation should be to ship the books in sequence and not to batch them up and failure to do so could be construed as a breach of advertising standards [possibly] as they are not matching the promise they clarly made in their marketing materiel. Now their response would be that this question was there on the website and you had the "choice" to select individual shipping to which you would respond that as this option was hidden a reasonable person wouldn't see it [as evidenced by the large number of people who didn't and landed up in this situation] and thus the fault lies on them. If pursued this is the kind of thing that could land up being decided in 3 years time in court [assuming parties didn't settle before hand] but the costs for all that would be way more than could be justified for this issue.
Which leaves: Find a regulatory body of some kind and lodge a complaint [advetising standards or some kind of consumer watchdog is probably your best bet - but again not legal advice - consult actual legal advice (citizens advice buero if UK)] Cancell your order with them and buy from some place else if you still want the books. [money talks] Provide feedback to WotC/hasbro about your unhapiness with the customer service provided buy their partner
Or decide that you've had enough of all that and go drink a pina colada and play D&D
That is sound advice. Thanks. Especially the last bit. But I am going to end up cancelling my order, get the digital goods from Beyond. I never had any issues with the digital marketplace. I've already started ordering the alternate covers (as was originally my intention). But the bundle deal seemed good.
The 1/1 package to be shipped Feb 2025 would have caused me to take a closer look. Nevertheless, this Kevin rep is being rather awful as far as customer service goes.
Yeah, I got a similar mail saying that they can't change the order. We should really be investigating, if Scalefast could be held responsible under EU law. They are essentially using a dark pattern to cut down on their business costs. Because sending each item individually incurs higher costs for them than sending them together.
I kept pushing Kevin to cancel part of the order, and he cancelled the DMG and MM for me, already got a seperate email for the refund. So they can do that at least.
But I do have to admit that Kevin's way of emailing back is rather condescending... 0 stars mister Kevin.
If the support desk at the company I work with would write such emails, the employee would get a stern talking to. At minimum.
But I strongly suspect in this case that Scalefast actively wants to handle the cases like this. Otherwise, options to edit an order beyond cancellation would exist.
Now I asked for a complete refund/cancellation according to EU consumer laws. So far, after 12 hours I haven't heard back from them. This will cost me my PHB pre-order perks... :(
I cancelled my entire order - Got a refund and am purchasing off of amazon. Who are actually offering a discount and will get it to me tomorrow, and will ship the rest of the books to me on time no questions asked.
Congrats Scalfest you just lost the entire order, any possibility of future business, and cost WotC and DnD beyond the digital licenses I'm now not buying.
EDIT: oh and just glancing at my Amazon order - it instantly tells me what dates it's shipping what items. i don't need to guess, or go read an FAQ, or post on a forum or log a support ticket and wait weeks for a response... It's right there instantly telling me when it's due to ship. If the D&D Store had had this feature we would have all known this would have been an issue right after making our purchases and could have corrected the issue then. Instead of having this issue after the shipping date had passed and wondering why our stuff hadn't arrived. Maybe, you might want to take a hint from that?
This is exactly what I've been trying to do for a while.
Thank you Convincing_Illusion for all the information on the process, and thank you magustomoe for the contact address. We'll see if they allow me to cancel the order without any major problems.
I cancelled my entire order - Got a refund and am purchasing off of amazon. Who are actually offering a discount and will get it to me tomorrow, and will ship the rest of the books to me on time no questions asked.
Congrats Scalfest you just lost the entire order, any possibility of future business, and cost WotC and DnD beyond the digital licenses I'm now not buying.
EDIT: oh and just glancing at my Amazon order - it instantly tells me what dates it's shipping what items. i don't need to guess, or go read an FAQ, or post on a forum or log a support ticket and wait weeks for a response... It's right there instantly telling me when it's due to ship. If the D&D Store had had this feature we would have all known this would have been an issue right after making our purchases and could have corrected the issue then. Instead of having this issue after the shipping date had passed and wondering why our stuff hadn't arrived. Maybe, you might want to take a hint from that?
What was your time frame from contacting to getting a refund? I’m sitting here at 14 days with no reply here after asking the same.
Also shocked at Kevin’s tone saying “this is what happens when you don’t read carefully” - that is absolutely mental
The official WOTC support doesn't reply. You need to send an email here: support@wizardsscalefaststore.zendesk.com for the pleasure of talking to Kevin "Please make sure to read carefully before placing an order" Rodriguez.
Yeah, Kevin isn't exactly fun to talk to. He keeps trying to push that it's your fault for ordering "wrong".But if you demand a cancellation or partial cancellation you get the money pretty quickly. Only took a few hours for me.
Digital orders I have absolutely no complaints for Beyond, but this has been such a calamity that I’d far rather give my money to a smaller, UK based store for the books (as I have now preordered the DMG and Screen).
For those in the UK like me, I cannot recommend Zatu Games and Chaos Cards enough. They have been fantastic in the past and were exceptionally clear on the preorders that items grouped in one order would dispatch at the time of the last released item, then even saying “we recommend ordering them separately” and provided a guide to do so.
I’m certain WOTC support and Scalefast support have been verbally abused and inundated with inappropriate language from many people as a result of this issue, which is never acceptable. However, leadership needs to take a long hard look at this as it ultimately falls on them. They’re paid the big bucks for a reason.
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I got EXACTLY the same response. (EDIT: IM ALSO TALKING TO KEVIN)
I told them it wasn't there. They kept at it that it was my mistake. I told them that I know they can cancel part of the order so i can reorder the other two seperately.
They told me this:
"Hello,
I understand your concern, but please bear in mind that this option is ALWAYS available when we have these types of orders, to avoid these situations, and you are correct there are other customers with the same issue, but this happens when you don't read carefully.
We can partially cancel the order so the 2024 Player's Handbook Digital + Physical Bundle can ship ASAP, but you will need to place a new order for the two other books.
I want to make it clear, that we do indeed tell customers we can ship separately but if you chose the wrong option we can't do anything about it, so again make sure you read before placing an order.
Don't hesitate to contact us for any further information."
Now I asked them to cancel the MM and DMG so i can reorder them seperately. Also asked them how long it takes to get money back and all that, cause I don't want any more surprises
Yes, the option currently appears, but as WisdomOfWombats says you must edit the option (it is not very intuitive nor do they notify you at any time that exist)
The default option is to send everything in February, which is ridiculous.
But in the same way, if you are one of the people who, like many of us, bought the books in June/July... honestly, I think that option was not there, but I can't say for sure.
I have also read that there are people whose shipping has been modified. They returned the money from the DMG and MM and sent the PHB immediately.
What is the Scalefast support email btw?
I finally after over a week got the same response you guys have got and after going and looking at the website I can see exactly what has caused this problem.
If the DND Store page has your shipping details for any reason [previous purchase - from your account, whatever] then the shipping section is prepopulated [with a gren tick indicating it's completed] and collapsed when you arrive at the make a payment page.
If you click the edit button next to it however it will exapnd and suddenly at the bottom of that section are the questions about shipping thy are going on about.
But, with the shipping section pre-populated and with a green tick unless you have moved or the shipping detailes otherwise being incorrect you have no reason to click edit and find out about that question.
And the site allows you to proceed without answering it.
And their default assumption [despite all the marketing saying they will ship the books out in order] if you don't answer the question has been to ship the books out as a single package on the release date of the last book.
The website still works in the same way right now so you can recreate your original order and see the questions for yourselves and how they're hidden [without needing to get to the point of putting in payment or completing the order]
I haven't quite got to the point of telling the rep he's gaslighting me for trying to tell me I answered the question and it's "always there" when i can see on the website with my own eyes [and have sent screenshots] proving it is hidden, but I'm getting close.
Oh I am also talking to Kevin
The email is: support@wizardsscalefaststore.zendesk.com
What a load of bullshit...
The screen looks like this by default (address edited out):
https://imgur.com/a/Pk8nU32
I am pretty sure now that it indeed looked like this back in June. You can click the edit button and then you get the option to choose between separate shipments and single shipments. The funny thing is the final price doesn't change! And for some reason they cannot just send it separately now.
Convincing_Illusion - you have described exactly my process of thinking when I ordered the books... It's quite a dark pattern - prepopulate things with the cheaper (for them) and more inconvenient (for us) option and hide it behind a button...
I am now trying to cancel all of the physical books and keep the digital stuff only...
I cancelled my entire order - Got a refund and am purchasing off of amazon. Who are actually offering a discount and will get it to me tomorrow, and will ship the rest of the books to me on time no questions asked.
Congrats Scalfest you just lost the entire order, any possibility of future business, and cost WotC and DnD beyond the digital licenses I'm now not buying.
EDIT: oh and just glancing at my Amazon order - it instantly tells me what dates it's shipping what items. i don't need to guess, or go read an FAQ, or post on a forum or log a support ticket and wait weeks for a response... It's right there instantly telling me when it's due to ship. If the D&D Store had had this feature we would have all known this would have been an issue right after making our purchases and could have corrected the issue then. Instead of having this issue after the shipping date had passed and wondering why our stuff hadn't arrived. Maybe, you might want to take a hint from that?
Yeah, I got a similar mail saying that they can't change the order. We should really be investigating, if Scalefast could be held responsible under EU law. They are essentially using a dark pattern to cut down on their business costs. Because sending each item individually incurs higher costs for them than sending them together.
Not a lawyer - this is not legal advice:
I would be very suprised if you would get anyware with "dark pattern" stuff as you would need something on a truely massive scale to get anyones attention and this is way too small time [like there aren't billions of dollars involved kind of too small time].
However, something that might be closer to a more reasonable line of attack might be that their marketing and promotional materiel all talked about shipping the books as they are released, and that given that this question is hidden and can be bypassed, the default answer based on the marketing and customer expectation should be to ship the books in sequence and not to batch them up and failure to do so could be construed as a breach of advertising standards [possibly] as they are not matching the promise they clarly made in their marketing materiel.
Now their response would be that this question was there on the website and you had the "choice" to select individual shipping to which you would respond that as this option was hidden a reasonable person wouldn't see it [as evidenced by the large number of people who didn't and landed up in this situation] and thus the fault lies on them.
If pursued this is the kind of thing that could land up being decided in 3 years time in court [assuming parties didn't settle before hand] but the costs for all that would be way more than could be justified for this issue.
Which leaves: Find a regulatory body of some kind and lodge a complaint [advetising standards or some kind of consumer watchdog is probably your best bet - but again not legal advice - consult actual legal advice (citizens advice buero if UK)]
Cancell your order with them and buy from some place else if you still want the books. [money talks]
Provide feedback to WotC/hasbro about your unhapiness with the customer service provided buy their partner
Or decide that you've had enough of all that and go drink a pina colada and play D&D
That is sound advice. Thanks. Especially the last bit. But I am going to end up cancelling my order, get the digital goods from Beyond. I never had any issues with the digital marketplace. I've already started ordering the alternate covers (as was originally my intention). But the bundle deal seemed good.
The 1/1 package to be shipped Feb 2025 would have caused me to take a closer look. Nevertheless, this Kevin rep is being rather awful as far as customer service goes.
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I kept pushing Kevin to cancel part of the order, and he cancelled the DMG and MM for me, already got a seperate email for the refund.
So they can do that at least.
But I do have to admit that Kevin's way of emailing back is rather condescending... 0 stars mister Kevin.
Also just got the money back on my account, so at least that's quick
If the support desk at the company I work with would write such emails, the employee would get a stern talking to. At minimum.
But I strongly suspect in this case that Scalefast actively wants to handle the cases like this. Otherwise, options to edit an order beyond cancellation would exist.
Now I asked for a complete refund/cancellation according to EU consumer laws. So far, after 12 hours I haven't heard back from them.
This will cost me my PHB pre-order perks... :(
This is exactly what I've been trying to do for a while.
Thank you Convincing_Illusion for all the information on the process, and thank you magustomoe for the contact address. We'll see if they allow me to cancel the order without any major problems.
What was your time frame from contacting to getting a refund? I’m sitting here at 14 days with no reply here after asking the same.
Also shocked at Kevin’s tone saying “this is what happens when you don’t read carefully” - that is absolutely mental
The official WOTC support doesn't reply. You need to send an email here: support@wizardsscalefaststore.zendesk.com for the pleasure of talking to Kevin "Please make sure to read carefully before placing an order" Rodriguez.
Yeah, Kevin isn't exactly fun to talk to. He keeps trying to push that it's your fault for ordering "wrong".But if you demand a cancellation or partial cancellation you get the money pretty quickly. Only took a few hours for me.
I’ve just sent off an email, fingers are crossed.
Digital orders I have absolutely no complaints for Beyond, but this has been such a calamity that I’d far rather give my money to a smaller, UK based store for the books (as I have now preordered the DMG and Screen).
For those in the UK like me, I cannot recommend Zatu Games and Chaos Cards enough. They have been fantastic in the past and were exceptionally clear on the preorders that items grouped in one order would dispatch at the time of the last released item, then even saying “we recommend ordering them separately” and provided a guide to do so.
I’m certain WOTC support and Scalefast support have been verbally abused and inundated with inappropriate language from many people as a result of this issue, which is never acceptable. However, leadership needs to take a long hard look at this as it ultimately falls on them. They’re paid the big bucks for a reason.