Encyclopaedia Eorzea Vol2 - NA Store shipments

[Spiriel_Basanda]

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.

[Mirakumi]

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.
'

[Dreggit]

I got my best album a week or so ago. But no encyclopedia even though I preordered the damn thing

[OlyverW]

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

[Vespar]

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

[MeowingKittens]

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.

[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.

[Vespar]

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.

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.

[MeowingKittens]

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.

[Vespar]

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.