(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).
