Encyclopaedia Eorzea Vol2 - NA Store shipments

I prepaid for my copy last month and I could swear they were supposed to ship on the 24th. Given that was in the middle of the holiday/Black Friday, I figured it'd be delayed until Monday/Tuesday. Has anyone received shipment confirmation of their encyclopaedia Eorzea Vol 2 yet from the NA Store?

Did I get the ship date wrong?
Edit: Double-checked and yeah the Release Date says Nov 24th, 2018.

id give them till at least thu since even if theyre in the process of shipping it may take a bit for the system to update

I contacted support and apparently there were delays with the manufacturing, and therefore shipping. They're still hopeful for shipment before the end of November

Quote:

---

Originally Posted by BillyKaplan

I contacted support and apparently there were delays with the manufacturing, and therefore shipping. They're still hopeful for shipment before the end of November

---

Cool thanks for the update! Wonder why they didn't email affected customers to let them know.

because the time itd take to make sure only those affected by the delay get the email would take far longer than it would to get the delayed orders out

Well, good to know I guess. Wish they could have made some effort to let people know this was going on, but what can you do ¯\_(ツ)_/¯

A similar issue is afflicting those of us who pre-ordered from the EU store.

I was told the same thing manufacturing delays, hope to ship by end of the month. I'm still waiting for my FFXIV the best soundtrack due to manufacturing delays :-/

Quote:

---

Originally Posted by ChaoticCrimson

Well, good to know I guess. Wish they could have made some effort to let people know this was going on, but what can you do ¯\_(ツ)_/¯

---

Just once, a company that was transparent about the status of things would be awesome right? haha

I got an email from the SE store about 30min ago that they were preparing to ship the Encyclopedia soon--maybe even tomorrow, if I'm understanding them right.

They haven't even shipped my "The Best" album yet and that came out like two weeks ago, so I don't expect to get this soon either.

Quote:

---

Originally Posted by Mysteltain

I got an email from the SE store about 30min ago that they were preparing to ship the Encyclopedia soon--maybe even tomorrow, if I'm understanding them right.

---

Got a mail too. They're going to start charging, and probably ship soon thereafter.

Same here: just received an email to expect my lorebook to be debited from my account soon.
I can’t wait to get it in the mail~.

Heaven forbid the SE Store has a status beyond "Validated" on it...

Just saw the billing notice, and got an order confirmation with the 'shipping' status. It's happening, baby! :D

I was billed the day I ordered it (same day it became available for pre-order), and still no notifications on my end whatsoever.

Does anyone have a screenshot or notice of these replies from SE speaking of the delays?

I haven't received an update either. The order shifted to 'validated' on the 20th - I just haven't had an email to state that it's been shipped. I pre-ordered it the day it was first available and the money has been debited from my account. I guess I'll wait and see if it shifts to shipping tomorrow. Maybe it's being done in waves?

Good to know things are starting to move it seems!
I'll keep my eye out for that sweet sweet shipping email then :D

Just got a follow up from support (how nice!) and it does seem like it's coming out in batches.

I also got word back from the SE store just now.
https://i.imgur.com/0X5HAIp.png

Good ol' Stan

Make sure to check the Matoya's hat code asap. A lot of people that got theirs from fanfest reported duplicate codes and it popping up as having already been used. If it does have a problem, contact the store support. Also remember it's a single character code, so choose which character it goes to carefully.

Quote:

---

Originally Posted by Dustytome

Make sure to check the Matoya's hat code asap. A lot of people that got theirs from fanfest reported duplicate codes and it popping up as having already been used. If it does have a problem, contact the store support. Also remember it's a single character code, so choose which character it goes to carefully.

---

Good to know, when it arrives will definitely check it right away!

Have any received their book pre-order or otherwise from the SE store yet?

Friend in UK told me he got sent an email that it was going to be debited soon (was the 20th when he got the notice). I didn't get a notice until the 27th with it then stating it'd be billed the 28th. UK friend also told me due to some shipment error, his lorebook was being delayed.

Still no notice of any kind, and now it's the weekend. Hoping to hear something by Monday.

Quote:

---

Originally Posted by Krokov

Have any received their book pre-order or otherwise from the SE store yet?

---

I haven’t received my book yet, but it did ship out yesterday morning. So it seems like they’re starting to send them out for NA residents.

Finally got my own reply, mentioning the issue "finally being solved", compared to an earlier reply posted about it being solved several days ago; so which is it? Is the issue solved, or is it in progress but getting better? My order should leave the warehouse "soon", whatever that means.

Completely avoided my question about why the orders aren't going out by order/payment date, and finding out from others that I'm far from alone being a day one and long since paid order being left in the dark (which both makes me all the more angry at the situation, yet also gives me comfort I'm not alone).

Even though the store is run by a third party, I kinda wish SE would speak up as a whole about this. This isn't the first time FFXIV merch has been delayed on release; though this is by far the worst.

They sent me a tracking ID around Thursday or Friday last week, and my copy is currently at the local UPS distribution center in my city, so hopefully they deliver it later today.

I havent gotten an email or anything about mine at all an as Meowingkittens has said i preordered day one. This is a pretty big delay thus far i mean they restocked most of there books an those are shipping out sooner than this. So it is a concern in some way.

I too preordered on the first day they opened orders a few months ago. Still stuck in limbo. Despite them not honoring preorders they still take new orders and dispatch some of those immediately so it doesn't seem to be a supply issue, they have books for people who waited longer to order and people who get lucky at random.

Some people reported cancelling their orders and reordering and it made them get unstuck and dispatched right away, but others are unable to cancel due to dispatching "soon" status. Somebody said they ordered two books on different dates, one for self and one as gift for a friend... the one they ordered two months ago is stuck in limbo; the one they ordered two weeks ago has been dispatched already, same location.

They know about the issue because people keep sending them angry emails but they don't seem to know how to resolve it or want to. Their story has changed now from manufacturing issue to logistics issue. On the last day of November they were still sending back copypaste replies saying they expect to send out books by late November, so the estimate couldn't possibly be accurate at that point.

Nobody has received detailed information to adequately explain how all of these mistakes are possible. What keeps delaying things furthers than their estimates, for specific people only, while other people in the same countries are getting their books without issue even if they ordered theirs very late. I haven't seen problems like this from an online retailer before.

edit: Mine just arrived the morning of Dec 5th without warning. They were supposed to send a dispatch email with tracking information. At least I have it now lol

Yep, Im still waiting as well despite having contacted them earlier. Still in validated status, with no shipping info or any other change.

Contacted them again. Waiting on a response. Will update if I hear anything back. (also creating a second order to see what happens...)
It would be great if we could get a Square Enix representative to investigate the issue and get back to us....

Mine arrived today. No issues with my bonus code either when I registered it.

I have preordered the book on 9/17 and they took my money and have sent me nothing. My friends have received the book or tracking numbers even though we all preordered at the exact time. Multiple customer service emails telling me that there "was an issue and it's been resolved and your book should ship soon"...however when I try to cancel my order it says its in "shipping process and cannot be cancelled". Nobody at CS knows anything, I saw people on reddit mention that they bought the book normally from the store and the copy is already shipping. I feel completely ripped off and this is utterly the last time I am EVER ordering from this store. Horrible customer service.

Got my book yesterday and the code was fine. Friend in UK says the last thing he heard was that his hasn't been shipped yet. D:

Preordered day one and got mine today with no problem with the code.

Mine is on it's way, supposed to be here thursday. Was out of town when preorder started, so didn't order until a week or so later.

The issues im having with it is that i ordered 2 of them, one for my birthday an another from my friends birthday. An both are birthdays are coming up super close which sucks cause i was hoping to have these books already here by then. Though i guess that isnt the case. Not only that i havent gotten an email for the best of ffxiv soundtrack. Honestly the whole thing is very much a big mess an honestly any update on what's going on. An when can we expect our product that we ordered an paid for to be here would be nice if anything instead of just silence or us literally having to contact them just for them to get the problem addressed if that.

I, frankly, am absolutely disgusted with the silence and the lack of support with the constant run around.

I'm curious to know how my consumer rights are not already in violation, having not been notified of delays in a timely manner, and long after the FTC 30 day rule (which kicks in upon payment if no shipping window is clearly defined).

SE, you have taken my money and not provided me the service I have paid you for. And I do mean YOU. It's not scalefast my statement was charged to; it's Square Enix.

Honestly, I think a formal complaint with the Federal Trade Commission is in order. This is highly deceptive and dubious business practices with taking pre-orders, taking full payments for those pre-orders before the release date which according to the support section of the NA Square Enix Store concerning pre-orders:

Quote:

---

When will my pre-order ship?

Our intention is to always ship all pre-orders out before the actual release date in order to arrive on time. You will receive a tracking number as soon as it leaves the warehouse.

---

But this did not happen as there was as a "delay" for many who pre-ordered because of an unidentified problem which consumers had to send a request in to be notified of the delay. (As a side note: if the delays were because item codes not working, they really could have made that up after sending out the books to e-mails of people with "Validated" purchases with a one-time use code.)

Speaking of being, "Validated," it would be realistic if the Square Enix Store website actually had different statuses other than "Pre-Order" or "Validated" especially concerning the object on the webpage under "My Account" linking to "Your Orders" sub-states:

Quote:

---

Track or return your orders, access to your order history.

---

In addition to complaints about "Your Orders," when you look under a "Manage" for an order, there's four options. Personally, I'm at a point where it changed to two options this week leaving just "Cancel Order" or "Open Support Request."
If you attempt at this point to "Cancel Order" you get:

Quote:

---

Unfortunately, we are unable to cancel your order at this stage, as it's on its way to you.

Given the circumstances we would recommend you to reject the package on delivery attempt so it returns to sender - Once it reaches our warehouse, we will refund the order in full.

---

You think this would imply everything is going well finally, right? Who knows though because several days after this change, personally, I still haven't seen tracking number e-mail sent to me. There has been several dozens of reports from consumers stating their orders showed up without warning, which is terrible during the holiday season, especially in parts of North America having problems with "porch pirates" stealing any kind of package left unattended within streetview of a porch or doorstep.

While I have used "personally" a couple times now, as I have gleaned from reddit and here, consumers from NA to EU are having similar problems and the customer service response has been abysmal. Meanwhile, there are also stories of people ordering after the book went on sale officially and there being no problems with the orders and some of them even already arriving at those people's doorsteps. This is almost like Showclix crashing for the first people in line for NA Fanfest 2018 tickets and screwing over players.

Addendum: It's also not as if I have not reached out to the support using the "Open Support Request" either. Once the weekend following when the product was supposed to arrive to be informed, there's been a delay, we expect to ship by the end of November. Then again on Nov. 30th when I still had not heard anything via e-mail in regards to a follow-up or tracking information to get the response a day later, the problem has been fixed and copies should be starting to get sent out. Once I noticed the change of options regarding my order and the inability to cancel it due to it allegedly being "on it's way" I sent another support request on Dec. 3rd to inform that allegedly my product is shipping but have not received any tracking information yet, as instructed on the support of the website under SQUARE ENIX US STORE SUPPORT > ORDER > SHIPPING ISSUES :

Quote:

---

You will then need to check the status of your order. Once it has shipped, we will automatically send you an email with the tracking number as soon as it leaves our warehouse.

If your order has shipped and you have not received a tracking number, feel free to contact us and we will resend you it.

---

But despite this, I have had dead silence in response from the Square Enix Store Customer Support Team every day since then. It's a shame it seems that only "Stan" and "Sabrina" handle the e-mails for both NA and the EU and can only seem to respond to problems if it's a blanket copy/paste response.

To surmise, it's been 80 days since the pre-orders began, I noticed I was able to "Debit Now" and did so 34 days ago, the products were supposed to have been shipped out to arrive on the release date 12 days ago, and honestly, the "delay" cannot be legitimately counted as part of this because of the failure to notify the consumers without the consumers having to ask about the delay. We need answers, accountability, and a solution if the Square Enix Store is going to be a reliable retailer going forward.