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<blockquote data-quote="Andrew VanOrden" data-source="post: 8135655" data-attributes="member: 6958015"><p>So, for a recent anniversary, my wife wanted to surprise me with a set of these (normally these would be way too pricey, but we had a sudden windfall and my wife wanted to get me something I'd never spring for normally,). Unfortunately, we've been greatly dissatisfied with both the product and the response from Wizards, to the point where I would not recomend anyone buy these dice or do business directly with Wizards:</p><p></p><p>The dice themselves arrived four days after ordering even with regular shipping, which was great. The set itself was not - almost every die had a sever cosmetic flaw or manufacturing defect (tool-marks/scoring on the metal that did not buff off with optical cloth, etc per their care instructions for grease or fingerprints, or thin/unpainted spots on many of the ampersand-faces). I've posted a few examples here:</p><p></p><p>[URL unfurl="true"]https://imgur.com/gallery/wzxOUNg[/URL]</p><p></p><p>Trying to get these replaced by Wizards has been like pulling teeth - it would have been faster and easier to demand a refund and order a whole new set. After several emails back and forth with customer service, I got a shipping label for my return and sent them back. I got email notification that my dice had been received and a new set would be shipped soon and then... nothing. After weeks of waiting and getting no notice or shipping information, I emailed asking for an ETA or info on what was going on, but kept getting cursory responses that I would get shipping information when my replacements were sent. After more than a month, I requested escalation of my issue to a manger (which had to be made twice before I could get a reply)and got the following boilerplate reply a few days after my final request:</p><p></p><p>"Unfortunately, at this time, we do not have any updates to provide regarding the shipping information for your replacement order. Our team is currently processing a significantly higher number of replacement requests that usual right now, and we are assisting customers in the order that requests were received. Do note that, as soon as your replacement order has been processed and shipped, you will receive an automatic email with tracking information for your replacement".</p><p></p><p>Further attempts at requesting more information, explanations or escalation have been ignored so far.</p><p></p><p>As of 11/28/20, I am still without a product I purchased in August or any idea of when I will get a new set (and with some dread a new set will be just as flawed/damaged, putting me back in this same cycle). I understand the current situation means shipping and response times may be slowed in every industry, but this ammout of delay in turnaround (while the company still has my money), without being able to provide estimated fulfillment dates or even an idea of where a request is in the queue... it's appallingly poor customer service to say the least, especially when Wizards seems to be having no issue fulfilling other orders (new books and the like seem to be shipping out at a normal pace, despite Covid). As Wizards refuses to be forthcoming with anything further, I'm forced to spread my experience to every public forum possible and warn others away from buying these while I look into other avenues of complaint (eg, with Hasbro).</p><p></p><p>*EDIT - I just got a message from Mike Mearls inquiring after this issue. He's indicated he'll be looking into it personally himself when people are in the office Monday.</p></blockquote><p></p>
[QUOTE="Andrew VanOrden, post: 8135655, member: 6958015"] So, for a recent anniversary, my wife wanted to surprise me with a set of these (normally these would be way too pricey, but we had a sudden windfall and my wife wanted to get me something I'd never spring for normally,). Unfortunately, we've been greatly dissatisfied with both the product and the response from Wizards, to the point where I would not recomend anyone buy these dice or do business directly with Wizards: The dice themselves arrived four days after ordering even with regular shipping, which was great. The set itself was not - almost every die had a sever cosmetic flaw or manufacturing defect (tool-marks/scoring on the metal that did not buff off with optical cloth, etc per their care instructions for grease or fingerprints, or thin/unpainted spots on many of the ampersand-faces). I've posted a few examples here: [URL unfurl="true"]https://imgur.com/gallery/wzxOUNg[/URL] Trying to get these replaced by Wizards has been like pulling teeth - it would have been faster and easier to demand a refund and order a whole new set. After several emails back and forth with customer service, I got a shipping label for my return and sent them back. I got email notification that my dice had been received and a new set would be shipped soon and then... nothing. After weeks of waiting and getting no notice or shipping information, I emailed asking for an ETA or info on what was going on, but kept getting cursory responses that I would get shipping information when my replacements were sent. After more than a month, I requested escalation of my issue to a manger (which had to be made twice before I could get a reply)and got the following boilerplate reply a few days after my final request: "Unfortunately, at this time, we do not have any updates to provide regarding the shipping information for your replacement order. Our team is currently processing a significantly higher number of replacement requests that usual right now, and we are assisting customers in the order that requests were received. Do note that, as soon as your replacement order has been processed and shipped, you will receive an automatic email with tracking information for your replacement". Further attempts at requesting more information, explanations or escalation have been ignored so far. As of 11/28/20, I am still without a product I purchased in August or any idea of when I will get a new set (and with some dread a new set will be just as flawed/damaged, putting me back in this same cycle). I understand the current situation means shipping and response times may be slowed in every industry, but this ammout of delay in turnaround (while the company still has my money), without being able to provide estimated fulfillment dates or even an idea of where a request is in the queue... it's appallingly poor customer service to say the least, especially when Wizards seems to be having no issue fulfilling other orders (new books and the like seem to be shipping out at a normal pace, despite Covid). As Wizards refuses to be forthcoming with anything further, I'm forced to spread my experience to every public forum possible and warn others away from buying these while I look into other avenues of complaint (eg, with Hasbro). *EDIT - I just got a message from Mike Mearls inquiring after this issue. He's indicated he'll be looking into it personally himself when people are in the office Monday. [/QUOTE]
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