Encyclopaedia Eorzea Vol2 - NA Store shipments

I really do need my Encyclopaedias to come in soon. I didn't pick up the first one because I missed the announcement of it or something, so I bundled the first one with the second one. I don't mind getting the second one late, but according to the shop listing the Namingway minion code that comes with the first one goes invalid at the end of the month. I mostly want the Encyclopaedias, but I do want that Namingway minion as well. It would really suck if this mess ruined it for me. So......yeah, this is a problem that needs to be solved.

Still, haven't received The Best Album - they told me they would send me a shipment ID track but never did. They are still selling it on the NA store - so no idea what's going on. They already charged me so I'm in limbo forever.
I'm hoping that once they get the Encyclopedia out they start sending the CDs out.
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I got my best album a week or so ago. But no encyclopedia even though I preordered the damn thing

I had no problems with my best of album but the encyclopedia vol 2 is another story. I preordered the book and the order shows validated and still have not received any information on the order despite having sent an email inquiring as to the status of the order on Monday. What sucks more is a friend ordered it after it came out and hers is already on its way to her which kinda pisses me off that she is gonna get it before me as someone who preordered it and is still in the dark on what is going on with my order

I still have not heard back despite sending in emails. Can we PLEASE GET A REP TO INVESTIGATE!???

I have reached out to community reps, I have reached out to store support, and I have reached out to Square Enix proper. The result is either no reponse, or what amounts to "we can't tell you anything".

It's not a supply issue, because it's available for sale with no wait list, and those orders are getting filled pretty timely. It can't be a logistics issue, because again, new orders are being processed just fine. It's not an issue with delivery services because that involves actually shipping out the things in the first place. If there WERE legitmate issues that support told people of (after waiting days for a copy pasted response), they've claimed to have resolved those issues, yet STILL people are waiting and getting non-answers days later, if they get anything at all.

So what is the ACTUAL hold up, why has there been no proper disclosure, and why is SE staying silent on the matter? This problem isn't going to go away if you ignore it long enough. You ARE going to see a decline in FFXIV merch because the store and the company has proven it can't be trusted. That expansion you just announced? What if this happens AGAIN at that launch, and your players are left without their paid copies, potentially being locked out of content post early access? You can't tell people it WON'T happen again unless you actually address the issue. Trust has been broken, and you aren't going to get it back by just waiting around. People get over game and community decisions they don't like. They DO NOT just get over having their money taken and not offered the items they paid for or a refund.

It's only a matter of time before people start filing chargebacks for undelivered merchandise, as is their legal right. People have been constasntly trying everything else they possibly can to bring this to the attention to the proper parties to resolve the issue. We're trying to handle this as peacefully as possible, but you need to communicate with us. If you can't get my my stuff until January, for example? That's fine, but you are legally obligated to disclose that to me. If you need to keep pushing the date back? Also fine, so long as you continue to have transparent disclosure and make refunds available.

It doesn't matter if Scalefast technically runs the store. Square Enix has its brand all over it. The emails and invoices are from Square Enix. Support? Square Enix. The reciept charge? Square Enix. If this is scalefast's fault and not yours, it is still you duty to make that clear to your customers and get some butts in gear to fix this.

Called the Square Enix Store number, employees seem to not have the courtesy or want the liability of giving out any sort of name.
Went through a transfer and a phone menu to reach someone who I explained the problem to in detail and their best advice was to wait for a response from the Open Support Request as a response from Scalefast as once the SE store has done their part, they apparently have no influence over the shipping, according to the representative I spoke to. However, this is conflicting information as whenever I was getting responses last week, they were from “Sabrina S. The Square Enix Store Team” When I asked for a number to contact Scalefast, I was told again to wait for a response from a Support Ticket as Scalefast has no customer support. When I insisted for any sort of contact number, I was told to Google it.

I sent a message to Scalefast explaining the situation, as the only option I was presented with on their website was to input my information for them to contact me.

I called Square Enix Support back and asked for how the process works when you make an order on their website and was told, "I can't talk about that," which changed to, "Scalefast handles everything with the online store and Square Enix's name is just on it."

This is... ugh.

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Originally Posted by Zohnax

Called the Square Enix Store number, employees seem to not have the courtesy or want the liability of giving out any sort of name.
Went through a transfer and a phone menu to reach someone who I explained the problem to in detail and their best advice was to wait for a response from the Open Support Request as a response from Scalefast as once the SE store has done their part, they apparently have no influence over the shipping, according to the representative I spoke to. However, this is conflicting information as whenever I was getting responses last week, they were from “Sabrina S. The Square Enix Store Team” When I asked for a number to contact Scalefast, I was told again to wait for a response from a Support Ticket as Scalefast has no customer support. When I insisted for any sort of contact number, I was told to Google it.

I sent a message to Scalefast explaining the situation, as the only option I was presented with on their website was to input my information for them to contact me.

I called Square Enix Support back and asked for how the process works when you make an order on their website and was told, "I can't talk about that," which changed to, "Scalefast handles everything with the online store and Square Enix's name is just on it."

This is... ugh.

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I think I'll just be cancelling my preorders then and not ever ordering from SE again. This is absolute utter BS. Its poor customer service, rapport, and appaling to say the least. I really do think that guy who mentioned filing FTC issue has the right of it. Ive paid for my preorder and have nothing to show for it. Plus I ordered a second one just to see if that would help and havent heard anything on that. Maybe its time we answer Scalefast/SE with a lawsuit or FTC investigation?

Update: I made good on that promise and have filed an FTC complaint with Scalefast, Inc.

Would you mind sharing some of the details of what you put in your report? I have a recently open ticket I'm giving them one last chance on before I file my own, and if we're going to band together, we should have our information consistent so as to make it clear our individual situations are not isolated ones.

I have also submitted a ticket with my card issuer asking about their process for disputing undelivered merchandise.

Sadly FTC complaints once issued, can not be accessed again except by contacting the FTC directly via telephone so I cant post the exact complaint I filed.
But I did state these key points in my complaint:
1. Several customers' Preorders have not been fulfilled and/or have been delayed with no warning, However subsequent orders placed AFTER the items release date have shipped
2. No shipment confirmation or tracking info has been given to customers (despite some folks being told repeatedly by support we'd have the info when it leaves the warehouse.)
3. Either No response from Customer Service or vague responses about the delays/manufacturing issues, etc but no real concrete answer. (The last response I got from CS was on Nov 28th and I posted it on here already, I have not recieved responses to any further emails since then).
4. No ability to cancel the order except to wait for it to arrive (whenever that may be) and refuse the shipment. So if you prepaid your stuck waiting and cant get your money back until they receive the item back at their warehouse.
5. No contact information to reach support/reps/etc has been provided with the exception of submitting an online ticket and waiting for a response that may or may not come. No phone numbers, no CSR names, etc. (Heck I couldnt even find their damn mailing address or phone number to give to the FTC...)
6. The issue is not just limited to me as a single consumer but to dozens of customers if not more and its also not limited to just this one item. (ie, Soundtracks also being affected)

My next step will be the same as yours. If I do not receive the item within a week from today, I will be contacting my Credit Card company and see what can be done on their end.

Well, my copy was due to arrive yesterday. Was. Turns out, while it was sitting at my local UPS branch for the two days prior, they improperly sorted the package and it is now on the other side of the country. I won't be getting it until the middle of next week. And to think I could have, quite literally, walked down to where it was being held and picked it up. Thanks, UPS...

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Originally Posted by Mysteltain

Well, my copy was due to arrive yesterday. Was. Turns out, while it was sitting at my local UPS branch for the two days prior, they improperly sorted the package and it is now on the other side of the country. I won't be getting it until the middle of next week. And to think I could have, quite literally, walked down to where it was being held and picked it up. Thanks, UPS...

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Ugh this same thing happened to me with an Amazon shipment being ferried by UPS last friday. This time of year is never the best for mail... >_< (But having the tracking info definitely helps *hint hint cough cough* Scalefast!)

To those affected by the delays. I just received this email regarding my order.
https://i.imgur.com/H7sFTxB.png

I would contact them to ensure you receive the reimbursement of shipping fee. Here's hoping you receive your order as well....
Amazing what telling them you filed an FTC complaint can accomplish -__-

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Originally Posted by Vespar

I would contact them to ensure you receive the reimbursement of shipping fee. Here's hoping you receive your order as well....

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Just got that email and I'd not yet sent in a support request, so hopefully they are just handling it that way for everyone that had had their book delayed (which is a nice refund, seeing as I paid for the fastest shipping option and hadn't heard anything until literally minutes ago).

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Originally Posted by Berethos

Just got that email and I'd not yet sent in a support request, so hopefully they are just handling it that way for everyone that had had their book delayed (which is a nice refund, seeing as I paid for the fastest shipping option and hadn't heard anything until literally minutes ago).

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I got the same Email an i barely sent a Support Request though this still doesn't fix this at all. Shipping cost i mean that nice but im not getting this on my birthday or my friends birthday. An that still sucks

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Originally Posted by Silve

I got the same Email an i barely sent a Support Request though this still doesn't fix this at all. Shipping cost i mean that nice but im not getting this on my birthday or my friends birthday. An that still sucks

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Good to hear they are atleast FINALLY being proactive.

Same email as well. It's nice the shipping refund but I still hoping to get what I paid for.

I got that email too and also got another email with a reply to my inquiry saying it should be shipping soon. We shall see

Now if only they had done this from the START. I am surprised they are refunding shipping fees, but it should not have taken them almost a full 2 weeks to address this. Support should not have lied (or been advised to lie) to us about issues getting resolved and "your stuff will ship soon, no really trust us", and a week later we're still getting fed that excuse. It's not just an issue of good customer service to give an updated shipping date, but for those who have already paid ages ago, that was a minimum legal obligation. It still is.

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We will continue to work with all aspects of our system to ensure that issues such as these do not arise again and impact our valued customers in the future.

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Except the damage has already been done. People have expressed similar issues with other items in the wake of all this, so this isn't an isolated issue.

While I am happy they have finally reached out and openly admitted fault, this is not over. Still no concrete windows (make a guess, and keep updating if need be), no offer of immediate available refund, and no specifics on WHEN these shipping fees will be refunded. Still no reasoning why they openly kept it on sale and advertised this knowing they were having issues, and why some people who did get their orders were given no tracking numbers, as is the store's own policy.

Everyone, do not let this go. Given the track record so far, I'm not trusting them completely at their word. They could be genuinely getting butts in gear to fix this ASAP, or they could be just stalling for time. This whole thing has been a complete and utter disaster, and it's going to take a lot more than a "we're really sorry".

Out of all the merchandise I’ve pre-ordered, only the Lorebooks seem to end up delayed with regards to shipping. I’ve preordered OSTs and artbooks and receive them fairly quickly. Even my Shiva statue arrived 5 days after it was officially released. So I wonder what it is about the Lorebooks that seems to cause these issues.

Of course, this is all anecdotal evidence.

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Originally Posted by Vespar

Good to hear they are atleast FINALLY being proactive.

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It's good but the problem is someone complain to the FTC to get them to get there crap straight in the first place. Which is ridiculous an i'm sure most of us still don't have any email with tracking still at this point in time. So were still playing the waiting game while they get there act together which is pretty sad tbh. Oh well So much for my birthday gift getting here on time hahahaha.

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Originally Posted by Silve

It's good but the problem is someone complain to the FTC to get them to get there crap straight in the first place. Which is ridiculous an i'm sure most of us still don't have any email with tracking still at this point in time. So were still playing the waiting game while they get there act together which is pretty sad tbh. Oh well So much for my birthday gift getting here on time hahahaha.

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True. I still dont have any kind of information regarding shipping times or whatnot. And trust me I will still continue to pester them every day or two for that information. I dont care. After all I have an open FTC investigation filed still. And until I recieve the wares I purchased it will remain open. Dont pull a Bethesda/Fallout 76 and expect your customers to be okay with it.

Well, according to reddit, at least some of the refunds for shipping are going out. While I have yet to get mine, I'm just happy they are following through. I honestly didn't expect them to get on that quickly, given the speed at things have been happening thus far.

It's still far from over, but at the very least progress IS being made.

EDIT: Mine came through this afternoon, so still keep an eye out if you've still not gotten yours!

I went and bought both "The Best" soundtrack and the Encyclopaedia vol II off eBay. Already have received the soundtrack and just waiting for my book to arrive, so much simpler and quicker. IF I ever get the ones from the SE store Ill have 2 copies of each :p

This fiasco makes me concerned though if I will get my Kingdom Hearts III DE pre-order from the SE store.

Just wanted to chime in.... Got mine today, with the package looking like it was kicked around the curb about 20 times before coming to me. The box was folding in on itself, one side actually busted open outward; I only assume some large amount of weight on it. Zero protection inside for the book save three bubble 'bricks' with one popped, which laid only on top of the book. Every corner either smashed in, bent to heck, or both. Needless to say I've already contacted support and see what happens from there but I expected more; considering even Amazon can rush things out in decent packaging.

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Originally Posted by Sho86

Just wanted to chime in.... Got mine today, with the package looking like it was kicked around the curb about 20 times before coming to me. The box was folding in on itself, one side actually busted open outward; I only assume some large amount of weight on it.

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I hope they can do something about it for you. I'm just imagining the opening sequence from Ace Ventura the way you described it.

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Originally Posted by Dustytome

I hope they can do something about it for you. I'm just imagining the opening sequence from Ace Ventura the way you described it.

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Honestly this feels pretty accurate, with the end result looking about the same for the packaging box. Haven't seen that movie in awhile, was funny to see that bit again at least lol.

So as an update, keep on the lookout for your orders guys! I got my shipping refund yesterday, and I don't know if the two are related or if they're just refunding everyone immediately, but if you haven't gotten your shipping refund yet, seeing it pop up COULD be a potential sign of impending shipping. Keep each other posted!

Because I just got an email this morning about mine being shipped out! While the tracking does not work (lol), I'm assuming that to be because it needs to be picked up and scanned at a UPS origin facility first, so I'm not worried at the moment. Especially this early on a Sunday.

I can only hope this is the beginning of the end to this saga for everyone. Keep holding them accountable guys! i'm still right here with you, and I will not be truly satisfied until each and every one of you has your copy.

Regardless of the refunds,

SQUAREENIX REPS, Can we get a TIMEFRAME or some other info regarding the possible shipment of these books? That mass email saying they'll refund shipping is NOT GOOD ENOUGH!
Some transparency would be nice. I will be resuming emailing them again starting tomorrow. Daily if need be.

When i read these comments, it feels wierd compared to how my experience went. I ordered, not even a preorder, and got "The best" blueray in the timespan of like a week. No issue's no broken package or any other hickup.
Only difference i can see to the other people here is I live in europe.

I got my shipping confirmation email today so with any luck I'll get mine sometime this week, perhaps. Here's to hoping it's not all banged up Ace Ventura style. Progress at least.

I havent gotten any email an i preordered day one. I did get my shipping refund but i was hoping to have that book by today. An well happy birthday to me the book was the only thing i wanted for my birthday so 10/10 nice job Square Enix/Scalefast or w/e. Sighs

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Originally Posted by Silve

I havent gotten any email an i preordered day one. I did get my shipping refund but i was hoping to have that book by today. An well happy birthday to me the book was the only thing i wanted for my birthday so 10/10 nice job Square Enix/Scalefast or w/e. Sighs

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Sorry to hear that:(

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Originally Posted by Silve

I havent gotten any email an i preordered day one. I did get my shipping refund but i was hoping to have that book by today. An well happy birthday to me the book was the only thing i wanted for my birthday so 10/10 nice job Square Enix/Scalefast or w/e. Sighs

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Sorry about your birthday. I hope you receive it soon.
That said, I have contacted the store again and will continue to do so daily. I have mentioned the FTC complaints in my email, and am demanding estimated time frames to ship.
I'll also be contacting the FTC in 3 days to update my FTC complaint should they not respond.

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UPDATE: A few hours after I sent out yet another email to support, my copy finally just shipped with tracking info! Here's hoping its undamaged upon receipt.

Not only did my original pre-order ship out finally. So did the second order I made. The shipping notices were about 40mins apart from each other.
Things appear to be moving finally?

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Originally Posted by Vespar

Not only did my original pre-order ship out finally. So did the second order I made. The shipping notices were about 40mins apart from each other.
Things appear to be moving finally?

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Indeed my order the the blu-ray was sent out earlier today and just got a email a few min ago saying my book was sent as well.

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Originally Posted by Krokov

Indeed my order the the blu-ray was sent out earlier today and just got a email a few min ago saying my book was sent as well.

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Excellent! Its about freaking time! Happy to know there's finally some progress!

Just wanted to chime in that got my shipping refund and a shipping notification with a tracking number after probably 3 angry emails to their store support. Hopefully anyone else that was stuck in silence and copy paste emails is now in the same boat. I'm the last of my friends to get the book ~_~.

This was too much grief to deal with, will not be doing business at their store again. Their Japanese store runs perfectly, I've never heard any complains from that side meanwhile NA/EU players get the short end of the stick.

The Japanese store is likely not run by Scalefast, Inc. I seriously hope SE pulls their contract with them at the earliest possible convenience. It'd be nice if they'd set up their own store run by SE employees for EU/NA/Oceanic/Etc.

Digital River was equally terrible before they went with Pepita/Scalefast.

Finally got mail that they shipped it and I can track it so now I live in peace. Thanks much!