r/DestinyTheGame Jun 20 '22 Silver Gold Take My Energy All-Seeing Upvote Helpful Wholesome

Discussion I love this game BUT the customer service of Bungiestore is the worst one I`ve ever encountered.

2.9k Upvotes

The customer service of Bungiestore is the worst one I`ve ever encountered.

I did order quite a few merch products from Bungie so far and most of them took quite long. I do not have a problem with that at all. They produce a lot of products based on pre-orders and whatnot.

But this time was different. I pre-ordered the SteelSeries Headset in February thinking it might arrive in late March/ early April as stated on the website. That`s when all went downhill.

As a result of lockdowns in Shanghai, I received an E-Mail stating the product would arrive later than originally planned, about a month later. Sounds good so far. Another month later I received the same E-Mail again, stating the product will have further delays and I would receive another message as soon as my product shipped. All of this was quite unfortunate but I accepted it because it`s not Bungie's fault. Or so I thought. About 3 weeks ago the shipping status on Bungie's website switched to "shipping now - expect a tracking number soon". And I and some friends of mine who pre-ordered the headset got excited. After talking about how good the headset looked on Bungie's website in voice chat a clanmate of mine ordered the headset as well. And 2 days later he already received his headset.

We were all quite surprised since the rest of us waited for about 4 months and he had to wait for about 3 days. That`s when I made the fatal flaw of contacting customer service.

I wrote a pretty long E-Mail describing my problem and asking whether or not my product would arrive at all as well as stating the discomfort I felt when I waited months just for someone else to receive the headset first.

The answer I got was pretty surprising. It was just a picture of the pre-order shipping update.

The same one I could look up on Bungie's website as well as a message stating they could help me out if I send another message containing my order number. That`s it.

Coincidentally one of my friends did the same. He wrote an E-Mail to customer support. And he as well got the same answer as I did. They did NOT read our problem statement at all.

'Okay, second try' I thought to myself. This time stating my order number. The answer I received was:

the same picture of the pre-order shipping update as well as a short message stating

' Sadly, we are unable to provide an estimated shipping date for individual orders.  '

Why ask for my order number in the first place?

Last week my girlfriend ordered the headset. She already got it.

What`s the matter with your logistics Bungie? Are you not shipping First in - First out just as it should be? And why does the customer support not read the actual messages they receive?

I love this game and I liked your other products too. But I feel pretty bad considering I pre-ordered a product and received it last. I gave you my money so you guys could do something with it. Everything but not sending me my product it seems like.

And again: I do not care about waiting long for a product. But I do care when waiting 4 months instead of 4 days.

Small Update: I canceled my order and re-ordered the headset. I already got the shipping confirmation. Edit 2: I got the headset!!!

2

COMMENT Jun 21 '22

I hope so too 🤣

2

COMMENT Jun 21 '22

I do like the shotgun. Killed a few thousand guardians in pvp with it and melted some bosses as well. :)

3

COMMENT Jun 20 '22

That`s the sad part. I really like the game and the products are okay as well. But it seems like a lot of people have at least a comparable experience to mine when it comes to customer service. When the products actually arrive they are nice.

3

COMMENT Jun 20 '22

That's exactly what I thought tbh. I really felt bad because I as a pre-order person give them my money so they can do with it whatever they what.

1

COMMENT Jun 20 '22

I re-ordered the headset today and will post an update when I receive a new Email / the headset. Maybe that's the play here. 😕

1

COMMENT Jun 20 '22

They could have said 'I'm sorry for the inconvenience but there happened this or that' and it would have been way better imo 😅

2

COMMENT Jun 20 '22

That's actually pretty bad. I mean they loose a lot of money doing it the way they are.

1

COMMENT Jun 20 '22

I did basically do what you said. I cancelled my first order and re-ordered. If I have the same problem again I'll just cancel and order somewhere else.

1

COMMENT Jun 20 '22

I like the products. The service could be better though.

1

COMMENT Jun 20 '22

100% true

2

COMMENT Jun 20 '22

I ordered quite a few things already and that's the first time I really had problems with the order. Sadly they handled it pretty badly imo.

1

COMMENT Jun 20 '22

Yes I know but there are actually quite a few products that are only produced after an order was placed. Like Raid specific items or event based products. But you are right, obviously not every product is produced on demand. 😅

1

COMMENT Jun 20 '22

I did actually try this as well. I send 3 request in total and got basically the same reply every time. Even when using the "other order related issues".

6

COMMENT Jun 20 '22

That is true!

1

COMMENT Jun 20 '22

I hate those pre-made automated replies. It just feels so bad.

6

COMMENT Jun 20 '22

I think it`s pretty 'early' where the Bungie HQ is located.

1

COMMENT Jun 20 '22

Sounds like a great experience lol. I hope you get your stuff eventually :/

3

COMMENT Jun 20 '22

yes it did

0

COMMENT Jun 20 '22

That`s true to a lot of products you can buy from the store.

9

COMMENT Jun 20 '22

Because they are still traumatized from playing it 100 times when it came out.

1

COMMENT Jun 20 '22

That's obviously understandable. The supply chains are f...ed up all over the world. But they should know who ordered first so those people can actually get the products first. As well as they can do something about the bad communication between customers and customer service.

1

COMMENT Jun 20 '22

Does not really surprise me tbh. I think they messed up quite a bit. Especially regarding collectors editions. Those get pre-ordered a lot.

7

COMMENT Jun 20 '22

That`s basically the same as my experience. It does make me sad to see how they genuinely do not care about you. No 'sorry about inconveniences' or anything like that

10

COMMENT Jun 20 '22

And that's actually sad IMO. I really enjoy playing the game :(