So last week I purchased the art book online from
https://ffxiv.na.square-enix.com/ and the package arrived today, however the box was in terrible condition, unsealed, and empty. On the box was a stamp from my local post office stating it was received without contents.
I contacted the post office, asking them what I needed to do and they said I had to contact UPS (it was shipped via UPS and then handed off to USPS for final delivery) because they received the empty box which meant UPS lost its contents. So I contacted UPS, spoke with a representative for about 30 minutes before they said something about "Surepost" and that it meant I had to contact the sender to resolve my issue.
So I contact PepitaStore, which is apparently the actual people who handle the shipping and what not on behalf of SE, I speak with their representative for another 30-45 minutes and it seems like everything is going to be handled, they tell me they're going to escalate the issue to their logistics department and someone will get back to me. I then get an email basically saying I need to contact my post office and file a claim, and I should contact their warranty department for further assistance...
At this point I feel like I'm pretty much forced to just eat the $50 I spent on the book and live with it, is there anything else I can do? Has anyone else had this much trouble ordering something from them? I pre-ordered the Delivery Moogle plush from the same site but now I am seriously considering canceling my order after all this bullshit...
(02-13-2015, 06:12 PM)Ashren Snow Wrote: [ -> ]So last week I purchased the art book online from https://ffxiv.na.square-enix.com/ and the package arrived today, however the box was in terrible condition, unsealed, and empty. On the box was a stamp from my local post office stating it was received without contents.
I contacted the post office, asking them what I needed to do and they said I had to contact UPS (it was shipped via UPS and then handed off to USPS for final delivery) because they received the empty box which meant UPS lost its contents. So I contacted UPS, spoke with a representative for about 30 minutes before they said something about "Surepost" and that it meant I had to contact the sender to resolve my issue.
So I contact PepitaStore, which is apparently the actual people who handle the shipping and what not on behalf of SE, I speak with their representative for another 30-45 minutes and it seems like everything is going to be handled, they tell me they're going to escalate the issue to their logistics department and someone will get back to me. I then get an email basically saying I need to contact my post office and file a claim, and I should contact their warranty department for further assistance...
At this point I feel like I'm pretty much forced to just eat the $50 I spent on the book and live with it, is there anything else I can do? Has anyone else had this much trouble ordering something from them? I pre-ordered the Delivery Moogle plush from the same site but now I am seriously considering canceling my order after all this bullshit...
Holy jeez. I'm so sorry, first of all. That sounds awful.
I suggest following they steps they offered, for one reason: if their warranty department and the post office won't assist you, then you can say "I did that." With customer service things like this, my experience is that escalating (politely, of course) and asking to speak to supervisors can go a long way. It may not resolve it, but it makes it more likely; polite persistence pays off (along with awesome alliteration, apparently).
(02-14-2015, 12:20 AM)Tex Wrote: [ -> ]...polite persistence pays off (along with awesome alliteration, apparently).
Polite persistence pays when pontificating with Pepita and post. Perhaps purchased products will be present post-haste.
(02-14-2015, 12:20 AM)Tex Wrote: [ -> ] (02-13-2015, 06:12 PM)Ashren Snow Wrote: [ -> ]So last week I purchased the art book online from https://ffxiv.na.square-enix.com/ and the package arrived today, however the box was in terrible condition, unsealed, and empty. On the box was a stamp from my local post office stating it was received without contents.
I contacted the post office, asking them what I needed to do and they said I had to contact UPS (it was shipped via UPS and then handed off to USPS for final delivery) because they received the empty box which meant UPS lost its contents. So I contacted UPS, spoke with a representative for about 30 minutes before they said something about "Surepost" and that it meant I had to contact the sender to resolve my issue.
So I contact PepitaStore, which is apparently the actual people who handle the shipping and what not on behalf of SE, I speak with their representative for another 30-45 minutes and it seems like everything is going to be handled, they tell me they're going to escalate the issue to their logistics department and someone will get back to me. I then get an email basically saying I need to contact my post office and file a claim, and I should contact their warranty department for further assistance...
At this point I feel like I'm pretty much forced to just eat the $50 I spent on the book and live with it, is there anything else I can do? Has anyone else had this much trouble ordering something from them? I pre-ordered the Delivery Moogle plush from the same site but now I am seriously considering canceling my order after all this bullshit...
Holy jeez. I'm so sorry, first of all. That sounds awful.
I suggest following they steps they offered, for one reason: if their warranty department and the post office won't assist you, then you can say "I did that." With customer service things like this, my experience is that escalating (politely, of course) and asking to speak to supervisors can go a long way. It may not resolve it, but it makes it more likely; polite persistence pays off (along with awesome alliteration, apparently).
What has been suggested to me by a lot of people is to contact them again on monday and request that they be more direct with taking action to get my package back. As I never received what I paid for, and I never signed for what I did receive (the post office simply left the empty package in the drop box) they can't claim I got anything at all, and it was the post office who stamped it stating they received it without contents, which they can verify themselves without me if they really need proof I didn't get what I paid for.
If they still refuse to help me, either by tracking down the package and getting it reshipped to me, or sending me a replacement, I'll just get a charge back done on my credit card and inform them of such.
(02-14-2015, 03:06 AM)Ashren Snow Wrote: [ -> ]If they still refuse to help me, either by tracking down the package and getting it reshipped to me, or sending me a replacement, I'll just get a charge back done on my credit card and inform them of such.
I would be careful of doing a charge back, if you use the same card that you use for your account, doing a chargeback is an automatic permaban.
Since it is still SE they might permaban you even if it is not the same card.
Be veerrryy careful.
(02-14-2015, 03:17 AM)Titor Wrote: [ -> ] (02-14-2015, 03:06 AM)Ashren Snow Wrote: [ -> ]If they still refuse to help me, either by tracking down the package and getting it reshipped to me, or sending me a replacement, I'll just get a charge back done on my credit card and inform them of such.
I would be careful of doing a charge back, if you use the same card that you use for your account, doing a chargeback is an automatic permaban.
Since it is still SE they might permaban you even if it is not the same card.
Be veerrryy careful.
I used my debit card for my sub, used a credit card for this purchase and there was no account required/connected to the purchase. Even still, it's technically not SE as Pepita is their own thing, out sourcing essentially, not a subsidiary or anything of SE (similar to Digital Rivers, the company they use for handling the sales and distribution of their digital goods).
While I have no doubt that SE is the one who gets the money from the sales at the end of the day, the people who deal with billing and shipping are another company entirely. In either case though, like I said no account linked to the purchase, and different card information. Worst case scenario, if it does come to that and I do a charge back and somehow they find out it was me and ban my account, that's grounds for legal action. I purchased a product from them, I have verifiable evidence I did not receive what I paid for. If they refuse to refund me on their own or provide me with the product I paid for, and then take any sort of action against me for reversing the charges on my own, I can sue the shit out of them.