Square's Merchandise Site Fail

[Auriga]

This may or may-not belong here, I hardly care to be honest.

I just felt like, without any real phone number or email contact that this was my only option left to me.

I placed an order on your merchandise site, it led me to click n buy.

Sure ok, everything is cool.. wait no its not -.-

I hit submit after inputting my info an receive nothing, no order confirmation, no number, nothing just my account with them page.

I look around, trying to see if theres something more I should be doing but nope. There isn't.

I check my bank account, sure enough there is the charge. Ok so then there must be something in the order history with either site, but there isn't. Nothing in my email box either.

So where is my purchase? in limbo along with a good chunk of my cash? What is this mess? An since when is there a company selling things online without any real contact info for orders?

How can a company that makes millions leave me hanging like this?

Additionally I'm also curious, since when does it make sense to force someone to buy 2 items because the item price itself isn't above $23 usd? the shipping sure does raise the price above that.

I feel some bad practices here. SE care to comment? Anyone else have this problem?

[RAIST]

umm...did you try using the contact info link? It's up top on the right side on the US Site. Sure, it's not a direct link as in clicking a button and going directly to an email form...but if you read the page it takes you to and follow the prompts...it leads you to the email form.

Edit:
That link for the US site is the version off the POL page. If you're at the other version, it's in the lower right corner of the bottom footer, but they both basically lead to the same support portal page.

[Auriga]

You seem to misunderstand.

https://ssl.square-enix-shop.com/ <-- redirects to this page for support much like the site here does.

As for your idea that the support exists, it doesn't. There's no one REAL to talk to about the issue like most online shops. An you still have to jump thru hoops to get to the lame email support which feels much more like a support group for technical issues than it does anything to do with "shopping".

However, if you should so happen to use that email option, you'll get an automated reply, sadly my order is a limited time deal an by the time anyone responds from hopefully the right department the item will be gone permanently. An as is usual custom with failures of this nature you'll get no compensation for having to go thru hell or the stress involved in handling the matter when it all should've been as simple as placing an order an receiving it -.-

The company click n buy happens to be the 3rd party used to handle the sales for one reason or another (square isn't a big enough boy yet to handle its own sales? >.>).

My problem with them is originally that I bought 2 things, I was charged, an neither this site here or the site here on either "order history/transaction history" has any data about my order!

I received no order confirmation number, no email confirmation about an order, nothing!

I placed my order thru here which lead me eventually to this one here an then dropped me off at my account page after the submit button was pressed (once).


Oh an if anyone is interested..

It just so happens that when you buy from this site here an your dollar amount for one item just so happens to fall short of $23 USD an say you only wanted to buy one item, you're forced to buy something else to bring the sale up to that amount. Talk about unfair. The shipping alone will bring the amount up to $23 USD quite easily.

Lastly, I can see SE won't bother to help here, someone is most likely going to lock an file this away in hopes of shutting me down just to spare them-self the "stress" of having to do something that helps for once.

I'm disappointed an possibly robbed, Hear me Square Enix? You have MY money. I want my order.

PS: The post has url tags all thru here, mouse over to find/use them.

PS#2: Btw square, your test server still won't work on my pc. It's been many updates since my original post elsewhere, ever gonna do something about that? I bet not. Lazy rich company has no time for low level customer >.>

[RAIST]

no, I do understand... in the OP, you claimed there was no way to contact them, so I pointed you in the normal direction for said contact. If you had gone through the process, and actually read what was on the screen, you may have picked up on this notice:

Please note that while you may submit a request at any time, email is responded to during normal business hours (Monday through Friday, 9:00 - 18:00 Pacific Time, excluding holidays).

If you have your CC statement, there may be an actual phone number on your statement you can call. This can vary from CC to CC, but last time I bought something from them (my token, years ago), my statement actually had a phone number on there for SE in California. You also have recourse through both C&B and your CC company to get charges reversed if you do not receive your merchandise.

And Thirdly, you WILL get a phone number in your email from them. Last one I got from them on an issue I emailed them about listed this at the bottom of the reply email:

Phone Support
To contact our Phone Support Team, please use the phone number listed below.
For faster service when calling, please make sure you have the following information:
- Ticket Number (located in the subject of this email)

SQUARE ENIX Support Center: (310) 846 - 0345*
* Please note that this is not a toll-free number. If you would like to contact us foll-free, please use our chat service.

NOTE: Live service is available Monday through Friday, 9:00 - 18:00 (Pacific Time) (Excluding holidays)

Thank you for contacting the SQUARE ENIX Support Center.

[SE_Chris]

Any announcements regarding changes to what payment options are offered will be posted to the main websites for the respective games (www.playonline.com for FINAL FANTASY XI, lodestone.finalfantasyxiv.com for FINAL FANTASY XIV). That being said, until such an announcement is made, we’re not able to provide any updates or comments as to what may be happening in the future.

Furthermore, as we have pointed out in the past, this forum is for the discussion of technical issues as they relate to FINAL FANTASY XI itself, and not for account or billing related issues. Those concerns should be addressed directly to the SQUARE ENIX Support Center. As this thread is not related to actual technical issues with FINAL FANTASY XI, it has been closed.

The SQUARE ENIX Support Center for North American accounts can be found at this link:
SQUARE ENIX Support Center

The SQUARE ENIX Support Centre for European accounts can be found at this link:
SQUARE ENIX Support Centre

The SQUARE ENIX Support Center for Japanese accounts can be found at this link:
SQUARE ENIX Support Center