MB

They’ve been great in the past, and I was originally planning to let this go. However, the rudeness I experienced from customer service prompted me to bring it to your attention.

After I pointed out the clear misinformation I was given about shipping, my email was ignored. Unfortunately, by not responding, it only confirmed that what I said was true.

Clear and honest communication goes a long way in building customer loyalty. It’s much better to be upfront than to offer inconsistent or vague excuses.

Update:

It's important to respond to messages, even if the issue isn't resolved yet. Not replying can come across as rude.

Hope this help you understand the situation.

Great Quick delivery even though coming from Europe only took 3 days A++

I’m not even sure where to begin. I placed an order for two ETBs (only two) back in January. A month later, I received an email stating that my order might not be fulfilled. Since then, it’s been nothing but silence.

I was left with no choice but to sit, wait, and hope that my order actually gets fulfilled—especially since the product was sold out everywhere else. On release day, I had to reach out myself just to get any kind of update. I was simply told to “keep the order open” and that if more stock becomes available, it might be fulfilled.

Since that initial email, there’s been zero communication from your end. I’ve had to repeatedly follow up just to get any idea of what’s going on with my order.

As a company, it’s your responsibility to proactively update customers—especially when you’re holding onto their money. Basic communication should not fall entirely on the customer.

Ordered some card one of them had a slight crease on the back contact customer service for this to be resolved the reply was to return it and order it again to which I reply that it unfair that I have to pay postage to send it back as quality checks weren't done at your end and what are the chances of me getting the same card back once I order it again.
And then was ask to send them a photo of the card which I did on 26nd Nov didn't get a reply I waited thinking its busy time of the year so I reply to the same email on the 7th Dec and still no reply this is how you treat you're customers I guess I am glad it wasn't something expansive.
was happy with the range of products, prices & Etc but what a shame the whole experience was let down by customer care what a shame

10/12 within less then 24 hours Aaron managed to reply back to me now the crease is a scratch and we wont do anything about it look like you have take this personally its very unprofessional to handle cases with your personal emotion I have requested this to escalated will update once someone higher gets back to me unless for some reason its not going to be escalated.

12/12Thanks for the review let me explain the difference between scratch and crease
Crease "a line or ridge produced on paper or cloth by folding, pressing, or crushing."

Scratch "score or mark the surface of (something) with a sharp or pointed object."

in the terms that was shared with me said minor surface scratches not a crease across the whole card hope this help and maybe if you have reviewed this properly you and Aaron should start the reply with an apology for not getting back to me in time for 2 week no reply and then after a 1star review i got 2 replies in 3 days without any apology for the late reply well done you have shown how you ignore the mistake at your end for bad customer service and quality control and target your customers

please be careful if you are buying from them

The worst experience I have ever had ordered a Elden ring SOET collector edition they didn't mention the TAX/VAT that was charged upon payment and I ended up paying £20 more to the customer duty as they didn't declare the Tax/Vat which was already paid.
Contact Them several times they came back to me weeks late I explained the situation and then contacted me a month later now I have been awaiting a response from them since AUG.
How can you Treat your customer like this at this point I am not surprised more than 90% of reviews are 1-Star and they do not even bother to reply back to them

A++ Highly recommend them very helpful and quick responses via chat even after working hours(8PM) very understanding even though I made a mistake on the order and were understanding and issued a refund as soon as the cards were returned.

first time bought something from them cheap for sure but item was marked dispatched on Monday according to them but when I checked on royal mail it was not collected till Thursday did submitted a ticket on Friday as it was not delivered as to why it was not collected on Monday but I guess it was ignored. lets see how quickly they reply to this now

Wow Called me a Lier I would love to see the evidence Backing the statement I have seen or read you're messages I have check my inbox again all I have in the invoice and tracking email from you and please stop with the condescending apologies.

communication was quick and delivered on time A++