Square enix online store rip off

I just wanted to make a post here, because there is not much else I can do.

Before I get started, I know a lot of you will automatically say
"I haven't had any problems with them and I purchase from them all the time."
I understand this, and I am happy you haven't had any problems.

As for the current situation, I will explain briefly.

-Returning player, quit for more than 6 months and return to enjoy Heavensward.

-Bought a new copy of the game, didn't know I could just download for free and use old account. (using prepaid vanilla card)

-About a week later bought two copies for my cousin and his wife (using prepaid vanilla card)

-One went fine, the other did not.

-Was charged for game (have pics of charge from both)
-Received an email, saying required more verification for second.
-(sent pic of ID and card together)
-They removed the order from my Online account purchases area.
-Received no emails telling me they would do this, or anything about how they would
either refund me or give me store credit.

So me being dumb, and just wanting to play a game with my family, decided to purchase another copy.
It has been put into pending once more.

All I want to do is play the game and have fun with my cousin and his wife.

I could threaten to quit, but I won't. I love the game.
I could threaten to never buy SE product, but I love the games. Ive played Squaresoft since Nintendo FF1.

This just sucks.

Have you tried contacting support? They may be able to help you or at least tell you why the order was cancelled.

Yes I have contacted them many times. It takes hours to receive a reply from them, if not days.
There is no way to phone them or use a chat to get info more quickly.

I asked the chat from the lodestone and they said that the only way is thru emailing support.

I just came bought bought my sub, bought a bunch of crysta.
And I don't even want to log in.

It's discouraging.

I stopped buying from SE's store for along time, and only did it again for HW. This time I also used paypal instead of a prepaid vanilla card.

Bought a time card with my prepaid vanilla card. They never sent it. After /I/ managed to contact them they said something along the lines of needing more info. TL;DR they ended up telling me they "never charged me" *wink wink* (hint: I was charged) and I never got my money back. Ever.

This makes me glad I'm forced to buy everything from Steam since I got the game on Steam. SE customer support sounds scary.

Valve's isn't exactly the best sometimes either, but I have yet to have an issue with Steam purchases. Even getting SE to recognize my Steam key and let me into the game when I first bought it was a mini-nightmare.

Quote:

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Originally Posted by Adire

This makes me glad I'm forced to buy everything from Steam since I got the game on Steam. SE customer support sounds scary.

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A person doesn't deal with SE support when using the online store, they deal with Pepitastore Inc. support. But from reputation they way better then Digital River who SE use to use for their online store.

Their customer service is beyond atrocious. I have been dealing with them for three months now trying to get an issue resolved with no luck.

I pre-ordered the HW CE and received a copy with a damaged artbook. The CE box and the box it was shipped in had not a single scratch on them, so the artbook was clearly damaged before it was even packed. I sent them an e-mail asking for a replacement... it took them a week to even get back to me with a shipping label to send it back. So I send it back... and wait. And wait. And wait. For a month. At last I e-mail them again asking where my replacement is, because I haven't received it or a refund for it. Get an e-mail back saying they're going to ship the new one out.

It gets here, and guess what? The artbook in it is damaged EXACTLY the same way as the one in the first copy I received. Now, I am not about to pay $130 for a damaged product, so I e-mailed them again asking for another replacement, complete with photos to prove the damage. That was more than a week and a half ago and I have yet to get a reply back. The only reason I can play HW at all is that one of my friends felt so bad for me with this whole thing that she bought me a digital CE. But this is absurd.

You can call them. Just look online for their customer support number. It's a bit hard to find but its worth it. I had to call them a couple weeks back and they were very quick at helping me to resolve my issue.

Quote:

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Originally Posted by Lexia

A person doesn't deal with SE support when using the online store, they deal with Pepitastore Inc. support. But from reputation they way better then Digital River who SE use to use for their online store.

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Still just as sad. Whoever SE is using for customer support for this stuff needs to be replaced or told to get their stuff together.

Quote:

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Originally Posted by Xaenith

You can call them. Just look online for their customer support number. It's a bit hard to find but its worth it. I had to call them a couple weeks back and they were very quick at helping me to resolve my issue.

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Mind pointing us to where we can find it? Because I've looked and haven't had any luck; all I can find is SE's support number and when I that called upon receiving the first damaged CE I was informed that they couldn't help me and that I would have to go through the store's customer support.

I've had the best luck with email support. Phone support left me feeling uncomfortable and as though my issue wasn't really resolved. The email support was in character and helpful, but my particular issue was when HW initially went on sale. My boyfriend was purchasing the physical CE for me (when many of us assumed they'd sell out immediately) and was using my card to do it because I was at work. The site would stop responding, over and over again, although I didn't receive any emails. Then, all of a sudden, I got 5 emails for 5 separate purchases, and I immediately called my boyfriend to tell him to stop trying. I had a hold on my card close to $1,000 for weeks over it. Phone support told me they'd cancel all but one of the orders (I was very specific about this). Then, the next day, I saw that ALL of the orders had been canceled... and I started panicking! So that's when I decided to go through email support. Their reply was in character (as though they were a moogle) and they told me the copy was 'safe in their warehouse', and confirmed that one of the orders was still going to work.

Between myself and my boyfriend, we've dealt with numerous gaming company support lines... both for the games and the associated stores. I'll always love FF more than any other series, but the best phone support I've ever had is Blizzard, hands down.

Quote:

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Originally Posted by kingatlas

So me being dumb, and just wanting to play a game with my family, decided to purchase another copy.
It has been put into pending once more.

All I want to do is play the game and have fun with my cousin and his wife.

I could threaten to quit, but I won't. I love the game.
I could threaten to never buy SE product, but I love the games. Ive played Squaresoft since Nintendo FF1.

This just sucks.

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Have you actually checked with your card provider and made sure that they charges were not flagged as fraud? While the charge to your account may say "Pending" that means it has not posted. So while a charge can be flagged as fraud it can still show up on your card statement as pending. After 3-7 days the funds would be released back to you.

Also your prepaid card, did you actually register the card online and input your name and address? This needs to be done in a lot of cases for online charges to go through and not get flagged.
Also if you have multiple charges from the same company with quick transaction times between charges, this can also flag them. It may not be the case of SE at fault, or it could be. Just giving different solutions to what the problem might be

Quote:

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Originally Posted by AsteriaStarfall

Have you actually checked with your card provider and made sure that they charges were not flagged as fraud?

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Your card provider should contact you if a charge is flagged as suspicious, though. I've had (legitimate) purchases flagged as being possibly suspicious and received a text message or a phone call from the credit card company within minutes of making the purchase, and my father found out that someone had stolen his credit card number because the provider called him and asked him if he'd used the card to make a purchase at a store in another state.

It's highly unlikely that the charges got marked as being fraudulent if OP has not received any sort of communication from their card provider.

Greetings Everyone!

Thank you all for posting your thoughts on this thread as this discussion has ran its course. It has been closed in this matter. We recommend that you contact our Official Square Enix Support Center support.na.square-enix.com for any issues concerning purchases from our online store.

Thank you everyone for your understanding and continued support!