Fan Festival Merch - Held Up by Scalefast

[CadetteMevois]

So I ordered the Whimsy and Sin Eater tees, along with a Sin Eater hoodie for myself, and a second whimsy shirt for a friend back in February when pre-orders opened for Fanfest 2021 merch, and paid on April 28 after getting the email that they were "soon preparing" my order for shipment. Not a big deal, the announcement post suggested they should arrive in time for Fanfest, so it was a pretty easy call to make.

Fast forward to today, three days before Fanfest, and I haven't received any word about where my order is. Contact Square Enix Store Support, and it takes me asking three times for an update before I find out that it's at the warehouse, but just hasn't been sent because of an "unforeseen delay," despite seeing others having received their orders even a week ago.

I get it, the pandemic has thrown a lot of things (I mean, we've all seen it), but this situation is bordering on the absurd, and the fact that Scalefast just isn't being at all responsive (all but saying "you'll get it when you get it" doesn't count) has just made it worse, with a knock-on effect of dropping my anticipation for the event from hype to a resounding "meh" at best.

For real, Square Enix, you guys need to either put the heat on Scalefast, or drop them like a bad habit. This is far from the first time someone has said this, and it's going to be far from the last if things keep up like this.

[Merhouse]

I don't follow: you say preordered in February then paid on April? Are you saying you took 2 months to pay them, or are you saying they didn't charge you for the merchandise for two months?

[Valkyrie_Lenneth]

I don't follow: you say preordered in February then paid on April? Are you saying you took 2 months to pay them, or are you saying they didn't charge you for the merchandise for two months?

They don't charge for pre-orders.

[CadetteMevois]

I don't follow: you say preordered in February then paid on April? Are you saying you took 2 months to pay them, or are you saying they didn't charge you for the merchandise for two months?

As Valkyrie said, Scalefast doesn't charge for pre-orders until they're about to prepare it to be shipped.

[Vahlnir]

As Valkyrie said, Scalefast doesn't charge for pre-orders until they're about to prepare it to be shipped.

The SE store doesn't charge period until things are ready to ship for most things. For certain products though they sometimes collect payments a few weeks early. Most recently, they charged peoples' cards at the end of March for the Nier Replicant physical CE which released on April 23rd.

[CadetteMevois]

So, an update.

After multiple attempts to engage Square Enix Store Support, all to no avail, they're trying to tell me to cancel my pre-order and re-order the merchandise if I want them to do anything about the alleged issue (that they're now blaming on a courier, despite the package not leaving the warehouse).

Do they... do they not realize that it doesn't work that way? Do they not realize this stuff is waitlisted and that they just asked me to do something that's literally impossible?

Beyond that, do they realize that telling me they "don't have computer answers" and they can't find out what's going on sounds extremely shady?

For real, Scalefast has turned this into a miserable experience, and somehow manage to make it worse at every turn.

[CadetteMevois]

Another update: While I don't know what it means, my order has gone from Initiated to Acknowledged under shipping status. Given that it had been sitting at Initiated since I made payment for the order, I can only hope that this means that it might finally be about to head out the door, but given the fact that Scalefast's support has been... we'll say non-existent to be charitable, I'm not putting too much on that. Hopefully it comes, though.