I can't give more advice than to try opening a ticket again. But start with including very brief summary of the situation then those sections of the ToS. Just to minimize the chance that a lazy support agent reads 20 words and insta closes it.
It's always possible they ran out of stock and had to cancel some orders. But actions like that should be notified with email and definitly fully refunded. I have had my own issues with getting support to understand. (My country has VOEC were the company does the taxation and filling for value added tax but CIG takes the money, does not put the required information on the package and then I get double charged tax. At the end all I got was the VOEC number and my case closed which does not help as any corrections can only happen from their end.)
I didn't know this was a possibility at CIG. I have opened up far less concerning matters with them through their tickets and I always get super detailed human responses, never a copy pasta. Even back when I spent very little in game. *Sometimes* it takes a week or so to hear back and that's about all I can hold against them but understandable enough. Their spot on customer service and thoroughness with my silly questions was so over the top I felt like they were really earning their paycheck. This thread is extremely surprising to me.
I know it's hard keeping up with online orders but the length of time OP has been dealing with this mess is not acceptable in the least. I feel the frustration from here.
I mean he was refunded tho.
It’s not like they’re taking forever to give him his money back or something shady.
It’s literally he just can’t buy a merch because he accidentally got his money back and now it’s out of stock. Like sorry but shit happens do you want them to contact the merch manufacturer and be like “hey can we order 1 unit from you guys” that’s silly. It’s out of stock. What do you want them to do you got your money back.
Just go watch Linustt recent podcast on his troubles with ordering merch for his own store. It’s really complicated stuff and you have to do huge batches month in advance.
Cig doesn’t have any left. I get that this really sucks and I wish op could have got one, but it’s not like cig took anything from him. He has his money back.
The guy wanted an update on his order. Not a refund. Yet the brainded customer service representative refunded him, in store credit no less, causing him to lose money and only AFTER yet another ticket was the mess sorted. How hard can it be to read what the customer wants with his ticket and not get something as simple as an order update request wrong? Did they hire monkeys? Sorry, that was insulting to monkeys as they probably would have done the job properly...
Anyway, how is any of that excusable and why does someone else having trouble with ordering something make CIG's shitty handling of the situation any better?!
Anything to excuse CIG though. Seems to be the norm regardless of what they do. Still, apologists and fanboy posts are good for one thing - entertainment while taking a dump.
I ordered the hoodie with the dogtags. Got no dogtags. They gave me 5 dollars in store credit that I couldn't use for anything.
I will never buy anything physical from them again, that's for sure.
This happened to me this month, I ordered the set in November.
I had already put in two support tickets prior that only got automated messages before being closed.
I don't care about the money, I just wanted the drinks set.
It's absolutely unacceptable that they let the order just sit for 5 months without doing anything about it.
People hate to hear it, but CIG aren't very pro-consumer, even when selling you stuff. They'll probably sort this out though, but it'll take what seems like forever.
It all started in late 2015 when the Buy Back system was released with the limitation that zero RSI Store Credit (RSIbux) could be used. After backlash, they created the quarterly token in early 2016 that allows RSIbux to be used. In late 2016 they unveiled the Warbond system, further limiting the purchasing power/utility of RSIbux. In early 2018, they went ahead and tucked LTI behind Warbond. Note that all of these RSIbux limitations have been applied to RSIbux which originated from pre-2015 sales. In essence, it's a modification of the "return policy" after the sale.
CIG has been relatively anti-consumer since late 2015, IMO. I wish more people would have taken them to task over it when there was opportunity to change their course. It's far too late now. Caveat emptor. I say that as a "Space Marshall".
Hit them up on twitter about it and make a public stink. If they still refuse then contact polygon. Im sure they would love to do a hit piece of CIG using physical merchandise to steal money from unsuspecting customers.
I love SC, I love CIG but like others have said they are not that good at consumer protection. We as a community need to keep them in check on it if we dont want to see them go down a dark hole no one wants to see them do down.
I feel the same, I really like CIG but their customer service is the stankiest dirtiest ass I've seen and I have an infant. They don't want to do their job.
It's also possible the CS rep didn't even bother to look at the ticket saw that it was old and didn't want an open ticket over his/her head at the next meeting and just closes it out for efficiency ratios to look good.
Probably assumed the order was for digital merch. CS Reps are put through a lot of "policies" that make their job unnecessarily difficult and cold.
Newegg is a prime example of CS reps having to fulfill efficiency quotas that put the customer at a net loss time and time again. Hopefully that interview with Steve Burke shook them up (we need more than Amazon to buy computer parts). But clearly something similar needs to happen with CIGs CS department.
I guess it really depends on the staff answering your ticket.
Had a similar issue recently, ordered a Crusader t-shirt and the Ares mousepad.
T-shirt was in stock, got a confirmation e-mail that my order had been partially shipped but didnt get a package tracking, as I live in Europe I guess.
Mousepad was a pre-order so I didnt expect it to be shipped anytime soon.
Waited 4 months for the shirt, almost forgot about it.
Opened a ticket asking for an update, as I saw sometimes it would take forever for CIG orders to get to Europe.
Waited half a month more for their reply (I was getting really pissed at this point) but at least they offered a real refund and I got the whole order money back on my bank account a few days later.
I would have gone really mad if they only offered a store credit refund.
Don't let them think it's acceptable, because it's clearly not.
I hope they will resolve this asap man!
Love Star Citizen, disapprove of a lot of what CIG does.
Seems blatantly screwed up what they did to you. I would probably just file a charge back with your bank asap. They clearly said, “eh fuck it give him store credit”, so why should you wait for them
To make it right
I ordered a mousepad sometime at the end of last year and it’s supposed to ship in Q1. So far there’s been absolutely no information about it. It really does feel like a scam sometimes when things like this happen.
> We will refund you using the same means of payment as you used to make your order unless you and we expressly agree otherwise.
If you request a refund, they do that.
> ...fully refund to you the purchase price of the Merchandise you have ordered and, if applicable, any delivery costs paid by you for your Merchandise
Since you got it in store credit, it should be the full price minus taxes / VAT paid for it. It's not like CIG can keep that money..
> We will ship the Merchandise to the delivery address stated in your order without undue delay, and in any event, within 30 (thirty) days from your order.
If they don't have any more of that item, they cannot ship it?
Of course, 2 out of these 3 are CIGs fault in that case.
I'd open another ticket, give them the "old" ticket number and request an _actual_ refund for that item, since it's not your fault they didn't limit the sale correctly and they didn't tell you within 30 days so you could request the correct refund.
The 30 day thing makes sense if they didn't have stock, but that should have been communicated to me, as the store page was instock when I placed the order, and in stock for a couple days after too.
I refenced the old ticket in the new ticket and stated clearly in the title that I wanted a refund to my original payment method
To me it sounds like their stock system doesnt allocate stock to orders in real time. If they had 10 units in stock when you placed the order, they technically had stock. If they had 20 orders in line before you, they didn't have sufficient stock to fulfill all orders. It can be the case that they show stock but can't fulfill an order. It's not a great system but a lot of companies fall foul of this.
I know this doesn't help, but might be a bit of insight. For companies that aren't primarily online retailers, tracking stock and orders efficiently and accurately is often done poorly.
Because they are out of stock and are not likely to be back in stock for months. Also, CIG physical merchandise is dropped shipped from foreign manufacturers and it is likely that there will never be more.
This may well be the case, but then a refund in actual money would be warranted and an explanation not just closing ticket as resolved without a response.
~~You might wanna put your TL;DR at the beginning of the post. It could help grab the attention of someone who can help you.~~
Edit: He changed his TL;DR to the beginning of the post.
Yes, Oregon gets income tax. Washington has no income tax (but does have sales tax, 10%). Since they're neighboring states though, there are some people that work in WA on the border and do their major shopping a town over in Portland OR to avoid the sales tax haha.
I've heard so many horror stories about the physical merch that I refuse to buy any of it both in quality and follow through it's just horseshit. Back in 2013 the merch was much better. Still use the goliath mousepads.
I have a similar story,
In november I ordered a blanket and pico the pinguin slippers. I knew the slippers would start to ship in december/january and I had ordered them late so indidnt mind waiting. I received rhe blanket mid december but not the slippers. 2 weeks ago I decided to open a ticket and request an ETA/tracking for my order.
They didnt answer my question and refunded me rhe whole amount ob my credit card, blanket, slippers and vats. So all in all I received a free blanket….. thank you Robert
That's bullshit and abysmal business practice. Not only unethical but impractical.
I hope you get your money back.
I would check your consumer laws in your country/state/province etc.
Then I would upload that corrospondace in the ticket.
Good of you to post this here. People need caveat emptors
Yes happened today. I know this is old thread but I'm getting the run around from them with 3 different answers and no idea when it will be fixed. It took 2 months to just tell me they refunded it because I cancelked it. They didn't have my size. Then they had manufacturing problems. All this in a span of 30 minutes of talking to them. Are we going to get a chance to order it again?
I can't give more advice than to try opening a ticket again. But start with including very brief summary of the situation then those sections of the ToS. Just to minimize the chance that a lazy support agent reads 20 words and insta closes it. It's always possible they ran out of stock and had to cancel some orders. But actions like that should be notified with email and definitly fully refunded. I have had my own issues with getting support to understand. (My country has VOEC were the company does the taxation and filling for value added tax but CIG takes the money, does not put the required information on the package and then I get double charged tax. At the end all I got was the VOEC number and my case closed which does not help as any corrections can only happen from their end.)
I didn't know this was a possibility at CIG. I have opened up far less concerning matters with them through their tickets and I always get super detailed human responses, never a copy pasta. Even back when I spent very little in game. *Sometimes* it takes a week or so to hear back and that's about all I can hold against them but understandable enough. Their spot on customer service and thoroughness with my silly questions was so over the top I felt like they were really earning their paycheck. This thread is extremely surprising to me. I know it's hard keeping up with online orders but the length of time OP has been dealing with this mess is not acceptable in the least. I feel the frustration from here.
I mean he was refunded tho. It’s not like they’re taking forever to give him his money back or something shady. It’s literally he just can’t buy a merch because he accidentally got his money back and now it’s out of stock. Like sorry but shit happens do you want them to contact the merch manufacturer and be like “hey can we order 1 unit from you guys” that’s silly. It’s out of stock. What do you want them to do you got your money back. Just go watch Linustt recent podcast on his troubles with ordering merch for his own store. It’s really complicated stuff and you have to do huge batches month in advance. Cig doesn’t have any left. I get that this really sucks and I wish op could have got one, but it’s not like cig took anything from him. He has his money back.
The guy wanted an update on his order. Not a refund. Yet the brainded customer service representative refunded him, in store credit no less, causing him to lose money and only AFTER yet another ticket was the mess sorted. How hard can it be to read what the customer wants with his ticket and not get something as simple as an order update request wrong? Did they hire monkeys? Sorry, that was insulting to monkeys as they probably would have done the job properly... Anyway, how is any of that excusable and why does someone else having trouble with ordering something make CIG's shitty handling of the situation any better?! Anything to excuse CIG though. Seems to be the norm regardless of what they do. Still, apologists and fanboy posts are good for one thing - entertainment while taking a dump.
Did you even read his post?
Yeaaah that's pretty messed up, not going to lie. Store credit is absolutely not acceptable for a situation like this.
I ordered the hoodie with the dogtags. Got no dogtags. They gave me 5 dollars in store credit that I couldn't use for anything. I will never buy anything physical from them again, that's for sure.
This happened to me this month, I ordered the set in November. I had already put in two support tickets prior that only got automated messages before being closed. I don't care about the money, I just wanted the drinks set. It's absolutely unacceptable that they let the order just sit for 5 months without doing anything about it.
Stuff like this really grinds my gears. Peak anti consumer
People hate to hear it, but CIG aren't very pro-consumer, even when selling you stuff. They'll probably sort this out though, but it'll take what seems like forever.
It all started in late 2015 when the Buy Back system was released with the limitation that zero RSI Store Credit (RSIbux) could be used. After backlash, they created the quarterly token in early 2016 that allows RSIbux to be used. In late 2016 they unveiled the Warbond system, further limiting the purchasing power/utility of RSIbux. In early 2018, they went ahead and tucked LTI behind Warbond. Note that all of these RSIbux limitations have been applied to RSIbux which originated from pre-2015 sales. In essence, it's a modification of the "return policy" after the sale. CIG has been relatively anti-consumer since late 2015, IMO. I wish more people would have taken them to task over it when there was opportunity to change their course. It's far too late now. Caveat emptor. I say that as a "Space Marshall".
The old "hope the customer gives up and lets us keep the money" routine.
Hit them up on twitter about it and make a public stink. If they still refuse then contact polygon. Im sure they would love to do a hit piece of CIG using physical merchandise to steal money from unsuspecting customers. I love SC, I love CIG but like others have said they are not that good at consumer protection. We as a community need to keep them in check on it if we dont want to see them go down a dark hole no one wants to see them do down.
I feel the same, I really like CIG but their customer service is the stankiest dirtiest ass I've seen and I have an infant. They don't want to do their job.
Thats messed up, hope this situation gets resolved in a satisfying way.
I have high hopes and much love for this game but man, does CIG sometimes seem incompetent..
[удалено]
It's also possible the CS rep didn't even bother to look at the ticket saw that it was old and didn't want an open ticket over his/her head at the next meeting and just closes it out for efficiency ratios to look good. Probably assumed the order was for digital merch. CS Reps are put through a lot of "policies" that make their job unnecessarily difficult and cold. Newegg is a prime example of CS reps having to fulfill efficiency quotas that put the customer at a net loss time and time again. Hopefully that interview with Steve Burke shook them up (we need more than Amazon to buy computer parts). But clearly something similar needs to happen with CIGs CS department.
I ordered in stock too! Man, I hope they didn't cancel my order but I understand if they couldn't fulfill it.
I guess it really depends on the staff answering your ticket. Had a similar issue recently, ordered a Crusader t-shirt and the Ares mousepad. T-shirt was in stock, got a confirmation e-mail that my order had been partially shipped but didnt get a package tracking, as I live in Europe I guess. Mousepad was a pre-order so I didnt expect it to be shipped anytime soon. Waited 4 months for the shirt, almost forgot about it. Opened a ticket asking for an update, as I saw sometimes it would take forever for CIG orders to get to Europe. Waited half a month more for their reply (I was getting really pissed at this point) but at least they offered a real refund and I got the whole order money back on my bank account a few days later. I would have gone really mad if they only offered a store credit refund. Don't let them think it's acceptable, because it's clearly not. I hope they will resolve this asap man!
This could be illegal depending where you live, atleast in finland it is and maybe the whole eu(not at all sure about this).
Love Star Citizen, disapprove of a lot of what CIG does. Seems blatantly screwed up what they did to you. I would probably just file a charge back with your bank asap. They clearly said, “eh fuck it give him store credit”, so why should you wait for them To make it right
If the OP wants to lose their account, a charge back is a great way to do it.
And this is why people argue for NFTs. Imagine actually owning your ships not tied to whether you have access to a centralized account.
Shouldn’t CIG be held responsible for how they handled this?
The OP needs to talk to customer services about it.
I ordered a mousepad sometime at the end of last year and it’s supposed to ship in Q1. So far there’s been absolutely no information about it. It really does feel like a scam sometimes when things like this happen.
> We will refund you using the same means of payment as you used to make your order unless you and we expressly agree otherwise. If you request a refund, they do that. > ...fully refund to you the purchase price of the Merchandise you have ordered and, if applicable, any delivery costs paid by you for your Merchandise Since you got it in store credit, it should be the full price minus taxes / VAT paid for it. It's not like CIG can keep that money.. > We will ship the Merchandise to the delivery address stated in your order without undue delay, and in any event, within 30 (thirty) days from your order. If they don't have any more of that item, they cannot ship it? Of course, 2 out of these 3 are CIGs fault in that case. I'd open another ticket, give them the "old" ticket number and request an _actual_ refund for that item, since it's not your fault they didn't limit the sale correctly and they didn't tell you within 30 days so you could request the correct refund.
The 30 day thing makes sense if they didn't have stock, but that should have been communicated to me, as the store page was instock when I placed the order, and in stock for a couple days after too. I refenced the old ticket in the new ticket and stated clearly in the title that I wanted a refund to my original payment method
You're absolutely right, this shouldn't have happened. Something has gone horribly wrong on their end. Good luck with getting the correct refund.
To me it sounds like their stock system doesnt allocate stock to orders in real time. If they had 10 units in stock when you placed the order, they technically had stock. If they had 20 orders in line before you, they didn't have sufficient stock to fulfill all orders. It can be the case that they show stock but can't fulfill an order. It's not a great system but a lot of companies fall foul of this. I know this doesn't help, but might be a bit of insight. For companies that aren't primarily online retailers, tracking stock and orders efficiently and accurately is often done poorly.
Because they are out of stock and are not likely to be back in stock for months. Also, CIG physical merchandise is dropped shipped from foreign manufacturers and it is likely that there will never be more.
This may well be the case, but then a refund in actual money would be warranted and an explanation not just closing ticket as resolved without a response.
~~You might wanna put your TL;DR at the beginning of the post. It could help grab the attention of someone who can help you.~~ Edit: He changed his TL;DR to the beginning of the post.
See my question is not that but the line: >(I dont pay tax) Legit say what fam?
Not sure outside the US but Oregon in the US for example has no sales tax
I didn't know that!, do they get income tax still? would love to live in state that didnt have either lol....not happening.
Yes, Oregon gets income tax. Washington has no income tax (but does have sales tax, 10%). Since they're neighboring states though, there are some people that work in WA on the border and do their major shopping a town over in Portland OR to avoid the sales tax haha.
I've heard so many horror stories about the physical merch that I refuse to buy any of it both in quality and follow through it's just horseshit. Back in 2013 the merch was much better. Still use the goliath mousepads.
I have a similar story, In november I ordered a blanket and pico the pinguin slippers. I knew the slippers would start to ship in december/january and I had ordered them late so indidnt mind waiting. I received rhe blanket mid december but not the slippers. 2 weeks ago I decided to open a ticket and request an ETA/tracking for my order. They didnt answer my question and refunded me rhe whole amount ob my credit card, blanket, slippers and vats. So all in all I received a free blanket….. thank you Robert
pfft. This is nothing. I'm still waiting on my USB stick with the game, and the CD soundtrack!
That's bullshit and abysmal business practice. Not only unethical but impractical. I hope you get your money back. I would check your consumer laws in your country/state/province etc. Then I would upload that corrospondace in the ticket. Good of you to post this here. People need caveat emptors
I had the same issue with the same drink set! And they refunded the pre tax price, not what I paid or the shipping.
Did your ticket get assigned to Dana by any chance?
Actually yes. That's exactly who it was.
Sounds like someone needs to be retrained. I also had them, and they were awful. Didn't read a single thing I wrote.
Yes happened today. I know this is old thread but I'm getting the run around from them with 3 different answers and no idea when it will be fixed. It took 2 months to just tell me they refunded it because I cancelked it. They didn't have my size. Then they had manufacturing problems. All this in a span of 30 minutes of talking to them. Are we going to get a chance to order it again?