Dragonflight collector's edition order nightmare

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1

I’m posting this here as a kind of final attempt to get some kind of assistance; maybe one of the mods can help me get the correct parties involved.

I pre-ordered the DF collector’s edition (the physical boxed set) on Aug 5th. My order status changed to ‘Confirmed’ and I was charged $151.52.

Sometime in early November, I read a post on these forums about people getting their preorder early and without any kind of notice or confirmation from the Blizzard Gear Store.

I checked my order status and it just showed ‘Confirmed’ (even now it still shows confirmed), but on a hunch I also checked my Fedex account which showed I had one delivery on Sunday, Nov 13 (I discovered all this and checked this information on Nov 16). Problem is I didn’t receive any package. I had to call the number listed on the delivery to verify that the third-party shipper (out of Utah) did in fact ship for the Blizzard Gear store.

For the following month up until today I’ve done the following:

  1. Filed a claim with Fedex. They said they investigated and closed my claim advising me to contact the seller (Blizzard Gear Store)
  2. Contacted Blizzard Gear Store, multiple times. Hours of waiting on the phone and multiple chat sessions on the Blizzard Gear Store website. I only ever spoke to one person on the phone, one time as all other attempts to get through got me auto-disconnected with a ‘call back later’ automated response.
    Mary, with the BGStore, said she escalated the issue and that I’d have to wait up to a week for an update.
    I waited said week. Tried calling and chatting - this time a chat agent said she would have to escalate again. When I asked for contact information for someone that could assist me, or a ticket number for the escalation, I was told that information is “internal only” and that I would be provided an update.
    I also tried emailing the BGStore support to no avail; I’ve gotten no update and it’s been a month.
    I just want a refund now but every support avenue I’m aware of is stone-walling me.

So sorry for the wall of text but I’m at my wits end on this. I just need help getting my money back. The lady I spoke to with the BGStore, Mary, did confirm that the codes associated with my CE boxed set have been locked, but she nor any one else with the Blizzard Gear Store have gotten back to me about the refund. If someone moderating this forum would be willing to get some attention on this, I thank you in advance.

I have my order number and other information ready to provide via pm if that is the correct next step. Please let me know.

2

Honestly, the only people that can help you are who you purchased it from. Gear store is not run by Blizzard. All requests for assistance, including refund requests, will need to go through the gear store as they are your retailer.

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Here’s hoping my bank can still reverse the charge despite the age of the transaction. If Blizzard is truly separate from the BGS then hopefully it won’t result in any flak on my existing subscription.

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Unfortunately, the only assistance is through the Gear Store. Blizzard does not run the Gear Store, so you have to continue with them.

Personally, the advice would be to contact them every day. I hate the philosophy of the squeaky wheel gets the grease, but this is really the only option. Keep calling them, keep pressing them. From what I’ve heard, their support is severely lacking.

This is another avenue I would pursue. They said they delivered a package on a Sunday. Do they have proof that there was a package delivered? As someone who has (briefly) worked for both FedEx and UPS in the past, I know for a fact that every package gets scanned every time it’s moved. They should have a complete accounting of where the package came from, where it went, how it was handled…from package pickup in Utah to delivery at your home.

Unless there was more to their message, just closing a claim and telling you to contact someone else is not good service on their end.

This is very understandable, and your second bulletpoint lines up with other stories we’ve heard in different threads. A last resort would be to file a fraud claim with your bank. You paid for a product that they didn’t provide, and unlike many other players, this is exactly the situation for your bank to investigate.

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Thanks for the in-depth information. I’ve found the exact bank transaction date of my purchase and am about to see what my bank can do to assist. If that doesn’t pan out I will try Fedex again and maybe, after some downtime, keep trying the BGS support options. One thing is clear for me: I will never order anything from the Blizzard Gear Store again.

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