Is SVGames an honest business? Was I the only one stolen?
- Thread starter Gith Galath
- Start date
Darrin Drader
Explorer
Tsyr said:
I fully support the local game stores, though I abhor the term FLGS - its so... I dunno... assumptive. Anyway, the Game Matrix in Tacoma is one of the greatest game stores I've ever had dealings with. Most of the people who work there are friendly, the owner recognizes me when I walk in, and they have an enormous selection of games from the huge D20 island, to wargames, to the huge collection of out of print used games. I visit them often and I probably make at least 1 multiple book purchase there every month (usually more).
That said, I also shop online. I buy PDFs occasionally, I order games online that my local game store decided not to order or won't be getting in for the better part of a month. Sometimes I order online from the publisher just to support them since they make more money when I buy from them direct. Another thing (and this is huge), is that I will buy a product online from a publisher my local game store doesn't usually carry. If its good, I recommend to the store that they start ordering titles from that company. When I started shopping there about 2 years ago, the main D20 company they carried was Mongoose and the plethora of Sword and Sorcery books. I recommended Bastion Press and Green Ronin to them and now they carry the majority of their new titles. They didn't carry them before I said something because they weren't in touch with the fact that those companies were major players and had fans that were buying their products elsewhere. RPG Objects is another company I recommended that is now found on their shelves, and doing well.
My point is that while I spend a little more on gaming stuff than the average gamer, my habits with regards to purchasing locations are about average. I spend a little here, a little there, and by doing so I help support various aspects of the industry. I don't plan to change my spending habits any time soon, but the constant reminders to buy from my local game store always just make me want to go and place my next order online.
Last edited:
Mistwell said:
Do you mean this local gaming store?
http://www.gatorgames.com/
or how about this one?
http://www.gameparlor.com/Store/store.html
or perhaps that little store down in Falls Church....oh, wait....nope.
http://www.thecompleatstrategist.com/
Gith Galath
Explorer
Got news!
I do not know which option worked best but following my post here, an e-mail to WotC customer services, a credit request to my credit card company and (another!) e-mail to SVGames, I finally got a reply from them. They said that they had just gotten my order back
because the delivery was unsuccessful in the first place and that they are now willing to credit the amount to my account or send me back the minis by UPS.
I asked for the credit and waiting - rather hoping - for it.
And concerning the on-line versus local store shopping debate I had not intend to start... I buy all my stuff at my local store because (except for some of the staff) it is simply the best place to shop for RPG (and its just a 5-min walk from my place). They usually get every book or accessory before you guys start talking about it on the boards. Heck, they even get the latest Dragon or Dungeon before I receive my subscription.
Shopping for something other than ESDs on-line was a first time and probably the last.
Thanks for your replies.
Happy gaming!
I do not know which option worked best but following my post here, an e-mail to WotC customer services, a credit request to my credit card company and (another!) e-mail to SVGames, I finally got a reply from them. They said that they had just gotten my order back
because the delivery was unsuccessful in the first place and that they are now willing to credit the amount to my account or send me back the minis by UPS.I asked for the credit and waiting - rather hoping - for it.
And concerning the on-line versus local store shopping debate I had not intend to start... I buy all my stuff at my local store because (except for some of the staff) it is simply the best place to shop for RPG (and its just a 5-min walk from my place). They usually get every book or accessory before you guys start talking about it on the boards. Heck, they even get the latest Dragon or Dungeon before I receive my subscription.
Shopping for something other than ESDs on-line was a first time and probably the last.
Thanks for your replies.
Happy gaming!
DaveStebbins
First Post
I hope you won't let this experience sour you completely to online buying. If there is something your local store doesn't have and can't get, post a question about it here. EN World is a wonderful community full of great people. I would trust their recommendations almost without reservation.
-Dave
-Dave
Hello,
Thought I'd respond to some of the issues discussed regarding SVGames, since I own/operate it, and am ultimately responsible to you, my customers.
**
For Gith Galath: Unfortunately, we do not receive notification if your package is not delivered. If undeliverable, the package is returned to us, however, this can take up to 4 months, even from Canada. As an example, we received a package back this week that had been shipped on 4-17 to Montreal.
If you do not receive your package within the timeframe listed on svgames.com, please email us at orders@svgames.com or call us at 877-635-3212 during phone support hours: 8:30am - 4pm Monday thru Friday. Be sure to include your order number, full name, and phone number (if leaving voicemail).
Please Note: Leaving us the voicemail message "Hi, this is Tom. Call me back about my order." - makes it a bit difficult to help you, but you'd be surprised how often this happens.
**
With regards to the Chainmail Blowout Sale, we experienced three issues - a tremendous volume of orders, delayed receipt of the product, and I had already begun the process of moving the business that caused us to fall behind. While we added staff to help ship orders, updated our site to reflect the shipping delay, and updated our phone message during the issue (we had phone staff help pack orders), I certainly realize that this was not adequate enough of a response. For that, I hope that those who experienced the delay will accept my apology and know that everyone involved tried their best to minimize the disruption.
**
For Verdigris:
It sounds as though your ordered a product that has been split into smaller files for ease of download. Please understand that some PDF files are over 100MB in size and by splitting the files, it makes it easier for many to download, especially those on dial-up connections. To fix your issue, go to the product page of the item you ordered and download the remaining files. There is also a small joining application (Winsplit - for those using PCs) that allows you to join the files back together seemlessly which can be found at the bottom of all product pages on the website. Full instructions can be found at:
http://www.svgames.com/howtojoinfiles.html
If you're using a Mac, instructions can be found at:
http://www.svgames.com/macpdfsupport.html
**
General feeling about chargebacks and cc disputes: I can certainly understand the frustration a customer feels when things do not go as planned since it may mean that it did not go as planned here. However, please rest assured that we take our business very seriously, and always strive to help our customers solve any issues - regardless of threat of a chargeback. That said, I can honestly state that SVGames has experienced fewer that 10 chargebacks from the ten's of thousands of orders we've received over the past year. I believe that speaks highly of our service, even when there have been issues. In addition, we have a +90% customer positive rating.
**
With regard to visiting/shopping you local game store, I certainly recommend it - if it provides the value you are looking for - quality, convenience, price, service, selection, returnability, friendly . . . whatever the criteria is that you value most. I understand that SVGames may not be your choice for every gaming need, just like most other places. All I would ask is that you keep us in mind should you be looking for something that you haven't been able to find or simply want to compare or browse. I'd be thrilled to consider you a customer, and everyone at SVGames will work hard to take care of your needs.
**
I hope I have adequately addressed any issues you folks may have. Even though this is a business, I certainly feel a personal responsibility for my customers and work hard to continuously improve our service. If you have any suggestions for SVGames, please email us at orders@svgames.com and put "Suggestion" in the subject box. - I'll personally read each suggestion.
Thank you,
Sean V.
Owner - SVGames.com
Thought I'd respond to some of the issues discussed regarding SVGames, since I own/operate it, and am ultimately responsible to you, my customers.
**
For Gith Galath: Unfortunately, we do not receive notification if your package is not delivered. If undeliverable, the package is returned to us, however, this can take up to 4 months, even from Canada. As an example, we received a package back this week that had been shipped on 4-17 to Montreal.
If you do not receive your package within the timeframe listed on svgames.com, please email us at orders@svgames.com or call us at 877-635-3212 during phone support hours: 8:30am - 4pm Monday thru Friday. Be sure to include your order number, full name, and phone number (if leaving voicemail).
Please Note: Leaving us the voicemail message "Hi, this is Tom. Call me back about my order." - makes it a bit difficult to help you, but you'd be surprised how often this happens.
**
With regards to the Chainmail Blowout Sale, we experienced three issues - a tremendous volume of orders, delayed receipt of the product, and I had already begun the process of moving the business that caused us to fall behind. While we added staff to help ship orders, updated our site to reflect the shipping delay, and updated our phone message during the issue (we had phone staff help pack orders), I certainly realize that this was not adequate enough of a response. For that, I hope that those who experienced the delay will accept my apology and know that everyone involved tried their best to minimize the disruption.
**
For Verdigris:
It sounds as though your ordered a product that has been split into smaller files for ease of download. Please understand that some PDF files are over 100MB in size and by splitting the files, it makes it easier for many to download, especially those on dial-up connections. To fix your issue, go to the product page of the item you ordered and download the remaining files. There is also a small joining application (Winsplit - for those using PCs) that allows you to join the files back together seemlessly which can be found at the bottom of all product pages on the website. Full instructions can be found at:
http://www.svgames.com/howtojoinfiles.html
If you're using a Mac, instructions can be found at:
http://www.svgames.com/macpdfsupport.html
**
General feeling about chargebacks and cc disputes: I can certainly understand the frustration a customer feels when things do not go as planned since it may mean that it did not go as planned here. However, please rest assured that we take our business very seriously, and always strive to help our customers solve any issues - regardless of threat of a chargeback. That said, I can honestly state that SVGames has experienced fewer that 10 chargebacks from the ten's of thousands of orders we've received over the past year. I believe that speaks highly of our service, even when there have been issues. In addition, we have a +90% customer positive rating.
**
With regard to visiting/shopping you local game store, I certainly recommend it - if it provides the value you are looking for - quality, convenience, price, service, selection, returnability, friendly . . . whatever the criteria is that you value most. I understand that SVGames may not be your choice for every gaming need, just like most other places. All I would ask is that you keep us in mind should you be looking for something that you haven't been able to find or simply want to compare or browse. I'd be thrilled to consider you a customer, and everyone at SVGames will work hard to take care of your needs.
**
I hope I have adequately addressed any issues you folks may have. Even though this is a business, I certainly feel a personal responsibility for my customers and work hard to continuously improve our service. If you have any suggestions for SVGames, please email us at orders@svgames.com and put "Suggestion" in the subject box. - I'll personally read each suggestion.
Thank you,
Sean V.
Owner - SVGames.com
Gith Galath
Explorer
Many thanks to Sean V. for joining in!
My main gripe with how things were going was that I was literally left in the dark for 3 months about an order that cost me more than I usually spend on six months of RPG purchases. I understand that you have experienced shipping delays with the Chainmail Blowout Sale but I still think you could have better informed your customers about it. I got your phone call saying the order had been sent a month overdue but three months later I still had not received anything. How long does a shipment from the US to Canada can really take? I e-mailed SVGames twice in June and got no answer until now. I do not really care if it is because I posted here or because you really have just received my order back, as long as the matter will be settled.
This is what I should have been told months ago when I emailed your customer services about my order. Also, you can tag a shipment to periodically check if it has been delivered. I do not know about the US, but in Canada we can. That's why I was under the impression you could have known if I had received the order or not. And that you could have informed me of its status... I never even had a phone call or a pickup card left in my mailbox telling me that delivery was attempted and that my package was waiting somewhere to be picked-up. No news, nothing. And I had already paid for the merchandise.... I do not know if the problem stems for bad postal services, sheer bad luck, or whatever, but I do know that information should have been more easy to obtain from your customer services.
For my part, I really appreciate that you finally clarified things. As for me putting on this thread, I apologize for implying I had been ripped-off, but after all that time, it felt that way.
G.G.
My main gripe with how things were going was that I was literally left in the dark for 3 months about an order that cost me more than I usually spend on six months of RPG purchases. I understand that you have experienced shipping delays with the Chainmail Blowout Sale but I still think you could have better informed your customers about it. I got your phone call saying the order had been sent a month overdue but three months later I still had not received anything. How long does a shipment from the US to Canada can really take? I e-mailed SVGames twice in June and got no answer until now. I do not really care if it is because I posted here or because you really have just received my order back, as long as the matter will be settled.
This is what I should have been told months ago when I emailed your customer services about my order. Also, you can tag a shipment to periodically check if it has been delivered. I do not know about the US, but in Canada we can. That's why I was under the impression you could have known if I had received the order or not. And that you could have informed me of its status... I never even had a phone call or a pickup card left in my mailbox telling me that delivery was attempted and that my package was waiting somewhere to be picked-up. No news, nothing. And I had already paid for the merchandise.... I do not know if the problem stems for bad postal services, sheer bad luck, or whatever, but I do know that information should have been more easy to obtain from your customer services.
For my part, I really appreciate that you finally clarified things. As for me putting on this thread, I apologize for implying I had been ripped-off, but after all that time, it felt that way.
G.G.
Flexor the Mighty!
18/100 Strength!
You shouldn't apologize for being mad about poor service, no matter how many excuses you get. Any time I find my card has been charged and the vendor cannot give me a shipping confirmation I call the credit card company and dispute the charges. Gimme a tracking number, something every online vendor should provide with the shipment.
Vendors should not charge your card until your order is shipped. I know none of the online PC vendors I deal with do.
Vendors should not charge your card until your order is shipped. I know none of the online PC vendors I deal with do.
Gith Galath
Explorer
I never excused SVGames for not giving decent customer support. They ignored my e-mails and I still think this is a terrible way of interacting with customers.
I simply apologized for saying I had been ripped- off (see the title of the thread), which was obviously not the case. However long it took for SVGames to make amends and credit my account, they haven't stole my money. It is one thing to criticise customer services and another to say that a business is stealing people's money.
True though that they should not have billed me in the first place before they were able to ship my order.
Zaruthustran
The tingling means it’s working!
What kind of a store charges a customer's card BEFORE shipping product?!
I ordered a ton of stuff from SVGames during the Chainmail sale. Around $200 worth of mins. They didn't arrive for weeks weeks. This was bad, but not the end of the world--I wasn't in any hurry and I can understand a small shop getting overwhelmed by/not properly planning for a rush. Sure, they should have anticipated the rush--especially since they advertised like crazy, even AFTER they ran out of stock and ran into delivery problems. But I'm forgiving.
After a while I sent an email wondering where my order was. I got a response that said "Oops, sorry, the supplier never delivered--we'll straighten it out." Which begged the question: if I hadn't bugged SVGames about the shipping delay, would they have noticed or bothered to followup?
This made me mad, especially because there was no apology, no taking of responsibility, no offer to upgrade the shipping to next-day air. In other words, no customer service. But, being a nice guy, I figured I'd cut them a break.
What made me mad was that when I recieved my credit card statement for the month, I saw that SVGames charged me for my (unshipped) order.
Now, that sucks. I know of no reputable retailers (online or otherwise) that will charge a customer BEFORE they ship product. This practice is unethical, unfair, wrong.
So, I emailed and demanded that the (unshipped) order be cancelled and my money returned. No answer. I emailed again. No answer.
So I called the phone number--and got a recorded voice mail message saying that due to the high call volume, they weren't answering the phone.
That was... shocking. Talk about poor customer service.
So I disputed the charge, but by the time the "dispute" paperwork arrived I was on a trip outside the country. By the time I got back, the dispute period expired--and the box had finally arrived.
Now I'm stuck with a ton of mins that I don't want. I could return them, but only at my trouble and expense. Sigh.
-z
PS: I might consider them again if they adopt the world-wide standard practice of charging a customer's card only AFTER performing some sort of service/shipping product. Like I said, I'm forgiving. Especially since Sean apologized in the post above. Seems like a good, stand-up kind of guy. I still wish I could have cancelled that order, though.
I ordered a ton of stuff from SVGames during the Chainmail sale. Around $200 worth of mins. They didn't arrive for weeks weeks. This was bad, but not the end of the world--I wasn't in any hurry and I can understand a small shop getting overwhelmed by/not properly planning for a rush. Sure, they should have anticipated the rush--especially since they advertised like crazy, even AFTER they ran out of stock and ran into delivery problems. But I'm forgiving.
After a while I sent an email wondering where my order was. I got a response that said "Oops, sorry, the supplier never delivered--we'll straighten it out." Which begged the question: if I hadn't bugged SVGames about the shipping delay, would they have noticed or bothered to followup?
This made me mad, especially because there was no apology, no taking of responsibility, no offer to upgrade the shipping to next-day air. In other words, no customer service. But, being a nice guy, I figured I'd cut them a break.
What made me mad was that when I recieved my credit card statement for the month, I saw that SVGames charged me for my (unshipped) order.
Now, that sucks. I know of no reputable retailers (online or otherwise) that will charge a customer BEFORE they ship product. This practice is unethical, unfair, wrong.
So, I emailed and demanded that the (unshipped) order be cancelled and my money returned. No answer. I emailed again. No answer.
So I called the phone number--and got a recorded voice mail message saying that due to the high call volume, they weren't answering the phone.
That was... shocking. Talk about poor customer service.
So I disputed the charge, but by the time the "dispute" paperwork arrived I was on a trip outside the country. By the time I got back, the dispute period expired--and the box had finally arrived.
Now I'm stuck with a ton of mins that I don't want. I could return them, but only at my trouble and expense. Sigh.
-z
PS: I might consider them again if they adopt the world-wide standard practice of charging a customer's card only AFTER performing some sort of service/shipping product. Like I said, I'm forgiving. Especially since Sean apologized in the post above. Seems like a good, stand-up kind of guy. I still wish I could have cancelled that order, though.
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