Square Enix Online Store and Their Awful Shipping

[MrSmiley]

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That copy paste is what I have always encountered in any service attempt from them. I will have issues with XIV and send an email only to receive cut piece of the TOS that has nothing to do with my question or issue... no human responses ever, and the one time I called them was the first time I cussed at a CS representative and angrily hung up in my entire life. Absolute refusal to help my issue and danced around my questions denying everything and refusing to explain how anything worked, then as I got angry he got snarky and worse. Of course they never responded to my complaint...

The only thing that has ever made me want to unsub in this game is the customer service, it is among the worst I have EVER seen =/

[Pandan_1]

I had a friend order a boxed copy of HW for release time.

I learned from his mistake to say the least..

Sorry this happened to so many people

[Ralos]

According to my tracking, mine was supposed to be here Saturday, the same day early access was no longer available. Hoping it gets here tomorrow since I'm already two days locked out now and will continue to be locked out during the better part of tomorrow while I wait for the mail (assuming it even shows up tomorrow).

Honestly, if giving us our registration codes is such a hassle, early access should simply extend a week or so passed official launch, giving the mail time to reach us... easy fix.

[Endeleon]

I've literally never had a problem from SE store(out of about 10 preorders) which makes me think this is more something to do with a local distribute near you. I think you underestimate the damage a certain shipping center(USPS, UPS, etc) can do.

[Ash_]

Some part of me wishes we in Aus had a decent SE store to access. We still have no legitimate way of getting the lore book.

BUT on the other hand I get the feeling they want to avoid the legal ramifications of running afoul of our ACCC (our official government consumer protection body), who are strict when companies don't meet their obligations even on tiny matters. Any number of the examples in this thread would have landed them in court and with a hefty fine. I'm not sure if other countries have something similar, but you should investigate if your government has a consumer protection department, making a complaint to them should be free and they handle the matter.

[Kuutamo]

Never had an issue on the EU store. Get it day after I order if it's not a pre-order and my collectors arrived on release day.

[JunseiKei]

Interesting.

So far, I've bought the physical collector's editions of A Realm Reborn, Heavenward and Stormblood as well as the Ultimate Collector's Edition of FFXV. Everything having arrived on time, a day early in one case. Never paid for anything other than normal shipping. Everything's been in pristine condition, no items missing or anything. We also order everything as soon as they are announced (as they don't actually take the funds out 'til shortly when they are due to actually ship the item). I did notice Stormblood did actually come with tracking, which was something new. I could see it being an issue of finding the item and sending it out. Anyone's that worked retail where inventory says you have an item in stock can be annoying to find at times, even with cataloging. I can only imagine it being worse on a global scale.

The other thing being once it leaves the store, SE has no control over how the package is sent. Sure, they can tell shipping something is meant to be shipped overnight, but that's all they can do: label it for shipping. It's out of their hands once it's off the store grounds.

This is not counting all the other merchandise we've ordered: soundtracks, plushies, play arts kai figures and jewelry.

[Hitsuzen]

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As someone who works in packaging and shipping their are a lot of things that go on behind the scenes that you don't know about. We could painstakenly place fragile stickers and air bubbles inside your package, and UPS will still chuck your package inside their vehicle during pickup and probably over your fence at delivery.

Also it is hard to predict work load so not enough people could be on schedule compared to orders to fulfill and management is too greedy to allow overtime or call people in. Sometimes they will tell you to scan the orders through the system without it actually being packaged to make it appear that it was shipped out to corporate when it really is sitting on a table waiting with hundereds or thousands of other orders to be packed. Management only cares abouy keeping quarter or yearly bonuses.

Also it is very easy to forget to put all the items in the package or to mislabel them and they get sent to the wrong person. The issue is the work to person ratio is extreme all in the name of the managements bonuses and corporates profit. Also the people who do the grunt work aren't exactly rocket scientists. You have management grilling everyone to work faster for a piddly 14ish$s an hour and when not the brightests people in the world are pushed to work faster than they are comfortable working mistakes are made and shipments are delayes.