Upgrade your account to a Community Supporter account and remove most of the site ads.
Rocket your D&D 5E and Level Up: Advanced 5E games into space! Alpha Star Magazine Is Launching... Right Now!

Reply to thread

Message: <blockquote data-quote="svgames" data-source="post: 1069938" data-attributes="member: 13743">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 <a href="mailto:orders@svgames.com">orders@svgames.com</a> 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:<a href="http://www.svgames.com/howtojoinfiles.html" target="_blank">http://www.svgames.com/howtojoinfiles.html</a>If you're using a Mac, instructions can be found at:<a href="http://www.svgames.com/macpdfsupport.html" target="_blank">http://www.svgames.com/macpdfsupport.html</a>**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 <a href="mailto:orders@svgames.com">orders@svgames.com</a> and put "Suggestion" in the subject box. - I'll personally read each suggestion.Thank you,Sean V.Owner - SVGames.com</blockquote>

Verification