Dear Square Enix and ScaleFast

I decided to open a new thread to bring this to your attention due to the fact I'm not getting ANY answers from any of you both. (Send and email and no answer either)

I would like to know when is my Final Fantasy XIV collector's Edition is gonna be shipped. I have NOT received any email confirmation of shipping regarding this order (I haven't even got a tracking number at all) apart from the last one which goes:

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Scalefast SAS
35 rue des Mathurins
75008 Paris
France

Date: 2017-05-05 08:58:19
Payment Date: 2017-05-05 08:58:19

Dear customer,

Your order is now completed. We thank you for your purchase.

Please note that your purchase is made between you and Scalefast SAS, a Square Enix Europe
trusted and authorized merchant for the Square Enix Europe products. If you paid by credit card, please look
for Square Enix Europe on your billing statement.

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Could you please address this as a matter of urgency as my card got charged £185.28 on the 29th of May.

I look forward to hear from you.

Regards

Anyone else having the same issue where you purchased the CE from the SE store and have not received any notification regarding despatch date , tracking numbers?

Plus do I have to wait until the CE arrives in order to redeem the extra items (mount etc etc)

Thanks

I'm having the same issue.

Same as OP, no response and no updates, awful service.

Yes I ordered my copy from them and have had nothing back, guys in a thread titled "remember to register your code" are also mentioning the stores lack of dispatch.

I literally just got my tracking email for my ps4 copy. :o Check again?

Quote:

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Originally Posted by Anarnee

I literally just got my tracking email for my ps4 copy. :o Check again?

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Where? On email's?

I just said tracking email!

It will be titled "Your Square Enix order number ****** is on its way!"

Sorry just checking email and there is nothing.

We are talking about an item that costs nearly £200 is not like I'm buying a music CD or a bloody book.

I response will be appreciated.

Nothing here yet :/ really don't like it when they leave it till the last possible minute, not like we would have any advantage of having the copy a couple of days before the redeem went live.

You won't be able to get an official answer from them on the forums. At worst, you might have to threaten them with a lawsuit if they're refusing to respond. it sucks, but I'm afraid the people responsible for that don't check and answer the forums, so you'll need to continue emailing them about it. Is it possible they've been inundated with emails and they can't keep up?

Quote:

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Originally Posted by Paladinleeds

You won't be able to get an official answer from them on the forums. At worst, you might have to threaten them with a lawsuit if they're refusing to respond. it sucks, but I'm afraid the people responsible for that don't check and answer the forums, so you'll need to continue emailing them about it. Is it possible they've been inundated with emails and they can't keep up?

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I sent an email last Wednesday , no answer

I submitted a ticket from the SE store asking about tracking my order today. No answer

I'm only pushing cause they game is "actually" out tomorrow .

This is unacceptable

Quote:

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Originally Posted by Paladinleeds

You won't be able to get an official answer from them on the forums. At worst, you might have to threaten them with a lawsuit if they're refusing to respond. it sucks, but I'm afraid the people responsible for that don't check and answer the forums, so you'll need to continue emailing them about it. Is it possible they've been inundated with emails and they can't keep up?

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I'm waiting on a reply from last week (near 10 days ago actually after the order had been in preparing for a couple of days) . Sent a 2nd message this morning at just after 9am, not a peep out of them.

Near £200 for this and to be honest I expect a better service than I am currently getting, I've seen on Reddit some people have their CE with NO tracking number issued and their order page stills says "preparing order". It's shocking.

Quote:

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Originally Posted by Mature

Sorry just checking email and there is nothing.

We are talking about an item that costs nearly £200 is not like I'm buying a music CD or a bloody book.

I response will be appreciated.

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Well, forums might not be the best place for help. I would just assume if I -just- got my tracking number, others might be a little last min too. I preordered the first day, so if mine just got processed it might take a little more time.

Same issue. Pre-ordered from SE EU store on the same day the pre-orders became available. Money have successfully been taken from my bank account. And still no shipping email. :(

I am in the same position.
I paid the extra for package tracking, and I have no code to even track in my emails.
SE already charged me £185.28 for the game on 29/5/17.

I'm pretty sure they handled HW far better because I don't remember a single bit of worry from it.
4.0 has been a terrible launch from all angles.

Package arrived on time. Past history shows it was sent to Bham on the 19th and arrived here on the 20th. All is well. The only scare is not knowing sooner. However it works with couriers might provide difficult to relay messages to SE and customer efficiently.

Regardless package arrived on day of release!

Have you checked junk/spam folders as well as on Gmail-promotions folders? The codes are sent dependant on when you ordered, and if you preordered should have been sent a couple weeks ago. At least mine was.

Yes I have. I did get one email on junk sometime ago. But there's nothing there this time

Still nothing, giving up hope of actually getting it in time don't remember having this much bother with heavenward >>

Damn..I did the conversion...and turned into a pretzel...wow.!!!

Quote:

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Originally Posted by Ignnis

Still nothing, giving up hope of actually getting it in time don't remember having this much bother with heavenward >>

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When I pre ordered HW CE was pretty straight forward with emails regarding everything. With SB is like I'm dealing with a ghost seller

I just got a email saying mines on the way a few moments ago. Maybe they are trickling down the e-mails to everyone slowly.

I pre-ordered mine thru the Square Enix NA Store.

Thank you for purchasing on our eStore. You order is now on its way!
You can follow the progression of the delivery by using the following tracking url:

Thank you for supporting Square Enix Europe games,

The Scalefast Team.

Package arrived on time. Past history shows it was sent to Bham on the 19th and arrived here on the 20th. All is well. The only scare is not knowing sooner. However it works with couriers might provide difficult to relay messages to SE and customer efficiently.

Regardless package arrived on day of release!

Update,

I have now received the email about order is on my way Monday 22:21

To avoid this kind of misunderstandings I will suggest to pass feedback to your SE store delegates and let them know they need be more efficient when it comes to customer queries. It is not acceptable that as I customer i get ignore for weeks regarding an order made.

Regards