I want to conduct a straw poll to see if anyone else has had major challenges with communication and follow through from the scalefast delivery service?
My frustration stems from ordering some items on July 31st and noting that I had a shipping confirmation from WotC the same day within 4 hours. I heard nothing from that moment on and the shipping status didn't change. I reached out on Aug 21st to see what happened and the return email was a hand off to the "Wizards Scalefast Store Team". The Scalefast team replied 3 days later (Aug 24) by saying they are very busy. No further response from them until September 4th despite me trying to push the issue once a week in the meantime. The September 4th email stated that my order was "lost in transit" although I never received a tracking number that worked. The resolution was to resend the missing product upon validating my address which I did the following day and got a response from Scalefast that they would ship it as soon as possible and I would receive a notification with the shipment tracking.
The last communication was on September 5th. As of today I have not had any response from anyone nor have I received any notification with shipment tracking. I reached out once more on September 12th and got the WotC Scalefast handoff letter again... And still nothing...
Does anyone have any tips or tricks to lower my blood pressure? This is some of the worst shipping and communication I have ever encountered (with the obvious exception of AliExpress) and if I didn't have too many $$ invested in the platform, I would never do business with them again. As it stands, I will likely be shifting my subscription $$ elsewhere as soon as I finish my research. </rant>
Suffering more losses due to sunk costs is a fallacy. It makes more sense to use what you have paid for until it is gone or maintenance is more than it is worth and abandon it at that point. That is where I am with wizbro.
Rollback Post to RevisionRollBack
CENSORSHIP IS THE TOOL OF COWARDS and WANNA BE TYRANTS.
I'm only talking about future expenditures, so I don't think the sunk costs fallacy applies. I'm looking to the future and expecting to spend money in a way which provides more benefit while still using the assets I currently have to the extent that I can.
I'm just extremely disappointed that what should have been an exciting purchase a D turned into a frustrating ordeal due to underwhelming customer service and follow through.
I know I've had issues, Scalefast dispatched and delivered my new PHB on time for the release day (in the UK), but got home and found that the book hadn't been packaged properly and had arrived with the corners all mangled. Contacted WOTC that night, providing pictures and all information, and still not had a response from WOTC (besides the automated "thank you for your email" email) and its been 23 days according to their support website.
My fear is that when I finally get a response, and they send out a new book - it'll just be packaged the same way and also arrived mangled!
I want to conduct a straw poll to see if anyone else has had major challenges with communication and follow through from the scalefast delivery service?
My frustration stems from ordering some items on July 31st and noting that I had a shipping confirmation from WotC the same day within 4 hours. I heard nothing from that moment on and the shipping status didn't change. I reached out on Aug 21st to see what happened and the return email was a hand off to the "Wizards Scalefast Store Team". The Scalefast team replied 3 days later (Aug 24) by saying they are very busy. No further response from them until September 4th despite me trying to push the issue once a week in the meantime. The September 4th email stated that my order was "lost in transit" although I never received a tracking number that worked. The resolution was to resend the missing product upon validating my address which I did the following day and got a response from Scalefast that they would ship it as soon as possible and I would receive a notification with the shipment tracking.
The last communication was on September 5th. As of today I have not had any response from anyone nor have I received any notification with shipment tracking. I reached out once more on September 12th and got the WotC Scalefast handoff letter again... And still nothing...
Does anyone have any tips or tricks to lower my blood pressure? This is some of the worst shipping and communication I have ever encountered (with the obvious exception of AliExpress) and if I didn't have too many $$ invested in the platform, I would never do business with them again. As it stands, I will likely be shifting my subscription $$ elsewhere as soon as I finish my research. </rant>
Didn’t the 2024 PHB release on Sept. 17th? And yea, the shipping was handled very badly.
After hearing about bad pre-order experiences, I tried to cancel. And there was no response.
No tracking number, no notification of shipping. And like many other, insufficient packing that mangled the corners and stressed the spine of my PHB. Wholly terrible experience and I strongly STRONGLY advice people not order though WotC/ Scalefast.
I don't think I will ever preorder from WotC again after this experience. I still have not received my phb nor have I heard from customer support. I submitted a complaint to BBB.
I have only pre ordered a couple of times, and I highly (can't emphasize this enough) do not recommend it at all, before they stopped using an actual experienced publisher that knew what they were doing quality of the content (Spell Jammer, and Planeshift) was a dice roll, now it is both quality of content and when will your preorder arrive? I say just wait for the LFGS/Amazon to have it instock if you are not concerned with the quality of the content. That or go to Vegas the odds ar fare better there! But hey at least wizbro is making money for now even if they are chasing off their customer base.
I thought I would save money by pre-ordering the Physical+Digital PHB pack, but I think with how much cheaper it already is on Amazon and paying for DNDBeyond separately would've worked out about the same price, if not cheaper - so shall do that for the other forthcoming books.
At this rate I might end up seeing if I can just claim my money back through PayPal as its been almost 4 weeks with no response from customer services...
Are you guys still having issues with this? I've not had any response from any support in over 20 days... I would go through PayPal to get a refund, but they said if I did that they would classify it as "financial fraud" and ban my D&D Beyond Account
Rollback Post to RevisionRollBack
I play D&D to escape the reality of the waiting time between D&D sessions
Its a good lesson for everyone who bought directly from WotC. In the future go to your local shop or buy it from a local online vendor, support the little guy! I mean I live in Sweden, I had my book by the 19th and ordered it like a couple of days prior. It was smooth as silk. It's october 22nd... if you haven't got your book by now, I'm fairly sure it means you got scammed by Wizards of the Coast... There is shipping problems late (a week late), there is "we suck at our job late" (One or Two weeks late) and then there is, ..."thanks for the free money late (4 weeks+).
Its a good lesson for everyone who bought directly from WotC. In the future go to your local shop or buy it from a local online vendor, support the little guy! I mean I live in Sweden, I had my book by the 19th and ordered it like a couple of days prior. It was smooth as silk. It's october 22nd... if you haven't got your book by now, I'm fairly sure it means you got scammed by Wizards of the Coast... There is shipping problems late (a week late), there is "we suck at our job late" (One or Two weeks late) and then there is, ..."thanks for the free money late (4 weeks+).
A month late is definitely far too late. However I pre-ordered mine from the UK D&D store and it turned up just under two weeks before release so seems WotC have two settings; hyper efficient and hyper useless
Just different distribution centres, most likely. One did things well, the other had some royal screw ups.
Three weeks to hear back from customer support is not reasonable though.
Rollback Post to RevisionRollBack
If you're not willing or able to to discuss in good faith, then don't be surprised if I don't respond, there are better things in life for me to do than humour you. This signature is that response.
I heard from Payscale Dndbeyond support first. I just heard from Wizards the other day. I am trying to cancel all my order. I will just buy local. There has got to be issues with the DnD Store. I know I selected the GM,MM and PHB bundle and for them to be sent separately
Its a good lesson for everyone who bought directly from WotC. In the future go to your local shop or buy it from a local online vendor, support the little guy! I mean I live in Sweden, I had my book by the 19th and ordered it like a couple of days prior. It was smooth as silk. It's october 22nd... if you haven't got your book by now, I'm fairly sure it means you got scammed by Wizards of the Coast... There is shipping problems late (a week late), there is "we suck at our job late" (One or Two weeks late) and then there is, ..."thanks for the free money late (4 weeks+).
I get where you're coming from, but local game stores don't have the offer to have it digitally too as a bundle.
At the time of pre-order WotC advertised it like it was some CRAZY deal, however in reality (especially after this whole ordeal most of us are having) it is safe to say I will never again purchase anything from WotC.
If this is the way the handle a huge release, both on the market and support side of retail, and how they treat their die hard fans, I don't see why they should continue to receive any direct money from my pocket, you're absolutely right.
Rollback Post to RevisionRollBack
I play D&D to escape the reality of the waiting time between D&D sessions
Its a good lesson for everyone who bought directly from WotC. In the future go to your local shop or buy it from a local online vendor, support the little guy! I mean I live in Sweden, I had my book by the 19th and ordered it like a couple of days prior. It was smooth as silk. It's october 22nd... if you haven't got your book by now, I'm fairly sure it means you got scammed by Wizards of the Coast... There is shipping problems late (a week late), there is "we suck at our job late" (One or Two weeks late) and then there is, ..."thanks for the free money late (4 weeks+).
I get where you're coming from, but local game stores don't have the offer to have it digitally too as a bundle.
At the time of pre-order WotC advertised it like it was some CRAZY deal, however in reality (especially after this whole ordeal most of us are having) it is safe to say I will never again purchase anything from WotC.
If this is the way the handle a huge release, both on the market and support side of retail, and how they treat their die hard fans, I don't see why they should continue to receive any direct money from my pocket, you're absolutely right.
They have really lost the trust of many customers, in many ways. 2nd hand is the only way I will buy D&D moving forward. wizbro sucks!!
Rollback Post to RevisionRollBack
CENSORSHIP IS THE TOOL OF COWARDS and WANNA BE TYRANTS.
Its a good lesson for everyone who bought directly from WotC. In the future go to your local shop or buy it from a local online vendor, support the little guy! I mean I live in Sweden, I had my book by the 19th and ordered it like a couple of days prior. It was smooth as silk. It's october 22nd... if you haven't got your book by now, I'm fairly sure it means you got scammed by Wizards of the Coast... There is shipping problems late (a week late), there is "we suck at our job late" (One or Two weeks late) and then there is, ..."thanks for the free money late (4 weeks+).
I get where you're coming from, but local game stores don't have the offer to have it digitally too as a bundle.
At the time of pre-order WotC advertised it like it was some CRAZY deal, however in reality (especially after this whole ordeal most of us are having) it is safe to say I will never again purchase anything from WotC.
If this is the way the handle a huge release, both on the market and support side of retail, and how they treat their die hard fans, I don't see why they should continue to receive any direct money from my pocket, you're absolutely right.
They have really lost the trust of many customers, in many ways. 2nd hand is the only way I will buy D&D moving forward. wizbro sucks!!
These days I think most people’s relationship with WotC is contentious. They pull a lot of corporate shenanigans all the time, their service level is pretty terrible and they have about a 50-50 hit-miss ratio on what they release. They kind of suck at their job.
I personally have a lot more faith in community content on DM Guild.
Thanks for this thread. I'm also looking for some advice on how to resolve an issue with Scalefast/WOTC/Hasbro. Facts go like this:
- I ordered the Las Vegas FiaB 24 Bundle for ~$270
- Received a tracking number but over course of 3 weeks, noticed the product hadn't been received by the shipper.
- Open a ticket, "nothing received" "when and what happens next?"
- Response days later that I would summarize as "don't worry, takes time, hit us up in a month if this is still a problem"
- Month goes by, new ticket submitted. Week before a response comes in and after an escalation. Response is for Option A (refund) or Option B (replacement), I choose B.
- Weeks go by, new ticket for no response submitted. Event has now happened and I doubt the product even exists. I take this to Hasbro.
- Hasbro responds to escalate.
- Weeks go by, no change in shipment, no status.
- Hasbro again and they claim to escalate yet more.
Am I just screwed on the $270? Should I call my bank and report fraud? Should I drive the hour or so up to El Segundo and try there?
I want to conduct a straw poll to see if anyone else has had major challenges with communication and follow through from the scalefast delivery service?
My frustration stems from ordering some items on July 31st and noting that I had a shipping confirmation from WotC the same day within 4 hours. I heard nothing from that moment on and the shipping status didn't change. I reached out on Aug 21st to see what happened and the return email was a hand off to the "Wizards Scalefast Store Team". The Scalefast team replied 3 days later (Aug 24) by saying they are very busy. No further response from them until September 4th despite me trying to push the issue once a week in the meantime. The September 4th email stated that my order was "lost in transit" although I never received a tracking number that worked. The resolution was to resend the missing product upon validating my address which I did the following day and got a response from Scalefast that they would ship it as soon as possible and I would receive a notification with the shipment tracking.
The last communication was on September 5th. As of today I have not had any response from anyone nor have I received any notification with shipment tracking. I reached out once more on September 12th and got the WotC Scalefast handoff letter again... And still nothing...
Does anyone have any tips or tricks to lower my blood pressure? This is some of the worst shipping and communication I have ever encountered (with the obvious exception of AliExpress) and if I didn't have too many $$ invested in the platform, I would never do business with them again. As it stands, I will likely be shifting my subscription $$ elsewhere as soon as I finish my research. </rant>
Suffering more losses due to sunk costs is a fallacy. It makes more sense to use what you have paid for until it is gone or maintenance is more than it is worth and abandon it at that point. That is where I am with wizbro.
CENSORSHIP IS THE TOOL OF COWARDS and WANNA BE TYRANTS.
I'm only talking about future expenditures, so I don't think the sunk costs fallacy applies. I'm looking to the future and expecting to spend money in a way which provides more benefit while still using the assets I currently have to the extent that I can.
I'm just extremely disappointed that what should have been an exciting purchase a D turned into a frustrating ordeal due to underwhelming customer service and follow through.
Canadian here. My frustration is that I pre-ordered the PHB and have not ordered it. There seems to be no way for me to track the order.
I know I've had issues, Scalefast dispatched and delivered my new PHB on time for the release day (in the UK), but got home and found that the book hadn't been packaged properly and had arrived with the corners all mangled. Contacted WOTC that night, providing pictures and all information, and still not had a response from WOTC (besides the automated "thank you for your email" email) and its been 23 days according to their support website.
My fear is that when I finally get a response, and they send out a new book - it'll just be packaged the same way and also arrived mangled!
Didn’t the 2024 PHB release on Sept. 17th? And yea, the shipping was handled very badly.
After hearing about bad pre-order experiences, I tried to cancel. And there was no response.
No tracking number, no notification of shipping. And like many other, insufficient packing that mangled the corners and stressed the spine of my PHB. Wholly terrible experience and I strongly STRONGLY advice people not order though WotC/ Scalefast.
I don't think I will ever preorder from WotC again after this experience. I still have not received my phb nor have I heard from customer support. I submitted a complaint to BBB.
I have only pre ordered a couple of times, and I highly (can't emphasize this enough) do not recommend it at all, before they stopped using an actual experienced publisher that knew what they were doing quality of the content (Spell Jammer, and Planeshift) was a dice roll, now it is both quality of content and when will your preorder arrive? I say just wait for the LFGS/Amazon to have it instock if you are not concerned with the quality of the content. That or go to Vegas the odds ar fare better there! But hey at least wizbro is making money for now even if they are chasing off their customer base.
CENSORSHIP IS THE TOOL OF COWARDS and WANNA BE TYRANTS.
I thought I would save money by pre-ordering the Physical+Digital PHB pack, but I think with how much cheaper it already is on Amazon and paying for DNDBeyond separately would've worked out about the same price, if not cheaper - so shall do that for the other forthcoming books.
At this rate I might end up seeing if I can just claim my money back through PayPal as its been almost 4 weeks with no response from customer services...
I am likely going that route as well. I filed a complaint with BBB but is seems that they are not even replying to the BBB.
I could go to Chapter-Indego today and get a hard copy.
Are you guys still having issues with this? I've not had any response from any support in over 20 days... I would go through PayPal to get a refund, but they said if I did that they would classify it as "financial fraud" and ban my D&D Beyond Account
I play D&D to escape the reality of the waiting time between D&D sessions
Its a good lesson for everyone who bought directly from WotC. In the future go to your local shop or buy it from a local online vendor, support the little guy! I mean I live in Sweden, I had my book by the 19th and ordered it like a couple of days prior. It was smooth as silk. It's october 22nd... if you haven't got your book by now, I'm fairly sure it means you got scammed by Wizards of the Coast... There is shipping problems late (a week late), there is "we suck at our job late" (One or Two weeks late) and then there is, ..."thanks for the free money late (4 weeks+).
A month late is definitely far too late. However I pre-ordered mine from the UK D&D store and it turned up just under two weeks before release so seems WotC have two settings; hyper efficient and hyper useless
Just different distribution centres, most likely. One did things well, the other had some royal screw ups.
Three weeks to hear back from customer support is not reasonable though.
If you're not willing or able to to discuss in good faith, then don't be surprised if I don't respond, there are better things in life for me to do than humour you. This signature is that response.
I heard from Payscale Dndbeyond support first. I just heard from Wizards the other day. I am trying to cancel all my order. I will just buy local. There has got to be issues with the DnD Store. I know I selected the GM,MM and PHB bundle and for them to be sent separately
I get where you're coming from, but local game stores don't have the offer to have it digitally too as a bundle.
At the time of pre-order WotC advertised it like it was some CRAZY deal, however in reality (especially after this whole ordeal most of us are having) it is safe to say I will never again purchase anything from WotC.
If this is the way the handle a huge release, both on the market and support side of retail, and how they treat their die hard fans, I don't see why they should continue to receive any direct money from my pocket, you're absolutely right.
I play D&D to escape the reality of the waiting time between D&D sessions
They have really lost the trust of many customers, in many ways. 2nd hand is the only way I will buy D&D moving forward. wizbro sucks!!
CENSORSHIP IS THE TOOL OF COWARDS and WANNA BE TYRANTS.
These days I think most people’s relationship with WotC is contentious. They pull a lot of corporate shenanigans all the time, their service level is pretty terrible and they have about a 50-50 hit-miss ratio on what they release. They kind of suck at their job.
I personally have a lot more faith in community content on DM Guild.
Thanks for this thread. I'm also looking for some advice on how to resolve an issue with Scalefast/WOTC/Hasbro. Facts go like this:
- I ordered the Las Vegas FiaB 24 Bundle for ~$270
- Received a tracking number but over course of 3 weeks, noticed the product hadn't been received by the shipper.
- Open a ticket, "nothing received" "when and what happens next?"
- Response days later that I would summarize as "don't worry, takes time, hit us up in a month if this is still a problem"
- Month goes by, new ticket submitted. Week before a response comes in and after an escalation. Response is for Option A (refund) or Option B (replacement), I choose B.
- Weeks go by, new ticket for no response submitted. Event has now happened and I doubt the product even exists. I take this to Hasbro.
- Hasbro responds to escalate.
- Weeks go by, no change in shipment, no status.
- Hasbro again and they claim to escalate yet more.
Am I just screwed on the $270? Should I call my bank and report fraud? Should I drive the hour or so up to El Segundo and try there?