ComplaintsforScalefast, Inc.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pre order final fantasy bring art cloud strife digital plus edition order number : ******** order date :7-21-2022 time :23:58:45 total :$192.58 I havent received my order nor received a tracking number ,if you cant find my order I wanna refund ASAP

  Business response

  01/26/2024

  Hello *******,

  after reviewing your case, we can see that one of our agent has replied to your message on Jan.8 informing you about the current status of your order.

  Feel free to get back to them, should you require further assistance.

  Kind regards,

• Initial Complaint

  01/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi there, so my issue is basically just a lack of communication on Square Enix and your company. I placed a pre-order on 2022-10-21 11:02:19 to be delivered to ****** and have prepaid for the order on that date. The totally sum charged was $885.09USD. if I'm not mistaken my order was supposed to be delivered January ****. I went onto the Square Enix site to follow up a week ago and due to their update for whatever reason my orders and site points and basically my profile does exist anymore, minus my logging credentials. I have emailed customer support on Square Enix twice. They have given me reference numbers If I need to get a hold of them again, however their email also said "Their support team will get back to you as soon as possible and help you with your request." "Their" being Scalefast. I havent heard anything back since I contacted square enix the first time on 12/27/23. My preorder is already paid for, I'm basically looking for an update and some communication on your end.

  Business response

  01/26/2024

  Hello *******, 

  after further review, we have noticed that one of our agents is currently handling your case and they have sent you a message on Tuesday the 23rd of January. 

  Our team will do their best to help you clarify any doubts you may have.

  Thanks for your patience and apologies for any inconvenience caused.

  Regards,

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is being worked on, for the time being this is satisfactory.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number: ******** Order Date: 2022-12-03 1st Case Number: ****** (Aug 26, 2023)2nd Case Number: ******** (Dec 20, 2023)On December 2, 2022, I pre-ordered an item that was set to release in November 2023. Payment for the item went through on December 3, 2022. After 8 months, I reached out in August 2023 to see when the item would be shipping as I forgot when the release date was. The first case was opened and I was told the item would release in Novemver and ship then. By December 2, 2023, I had not seen any shipping notifications or a tracking number. On December 2 and 6, I responded to the email thread from August asking for shipping details and received no response. There is no number to call, so I submitted another request for support in case the first case was closed and further emails to that are disregarded. I submitted the support request on December 20 leading to the second case number. It has been 3 business days and there has been no follow up other than what I assume is an automated message acknowledging my request. That messages mentioned ScaleFast is responsible for following up with my inquiry since the order was made before May 2023 which suggests there have been similar problems. The item was supposed to be a gift for Christmas 2023, so needless to say I am disappointed since the item was supposed to ship late November. So at this point, no item received and payment was already made last year.

  Business response

  01/24/2024

  Dear ********,

  one of our agents will contact you as soon as possible to provide further assistance on this matter.

  Thank you for your patience and apologies for any inconvenience this may have caused.

  Regards,

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Secret lair Claims to have sent my items. *** has not received them. Secret lair customer support has not responded via their support portal since 12/13

  Business response

  01/24/2024

  Hello ****, 

  We have reviewed your case and we can see that one of our agents contacted you on Dec. 28th confirming the resend of your order. The package with *** tracking number 1Z1YY6324234709598 was correctly delivered on Jan. 4th

  Apologies for any inconvenience this may have caused.

  Regards,

• Initial Complaint

  11/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number: ******** Square Enix Reference number: ******** Order Date: 2023-04-22 07:39:19 Total: $168.21 Square Enix + Scalefast Placed an order on 04/22/2023 from Square Enix NA merch store. Order gets shipping out on the date. In August *** says that the address is not valid and sent it back to the sender (Which is Scalefast in this case as they handled all orders for SE up to a certain date), *** and Square Enix confirm they do not have the package as it was handled by Scalefast, who they are not partnered with anymore on October 2nd and said that Scalefast would contact us in regard to our missing order. November 6th at this point and they have not attempted to contact at all and we are moving ***** in December 2023 and need the package redirected (and possibly split up). Insane the poor quality of all of this given how much shipping and handling SE/Scalefast charged

  Business response

  11/20/2023

  Hello, 

  we are very sorry for what happened with your order and for the lack of proper communication from our side. 

  One of our agents will contact you shortly to provide further assistance on this matter.

  We apologize for the inconvenience and thank you for your understanding. 

  Regards,

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have bought many times secret lair Magic the Gathering cards and bundles from their site and have had no issues. But in the past couple months, I have had Scalefast send me messages that there is a problem with my payment method even though its the same as before and used to work. It has happened with the Festival in a Box Barcelona: Drafters Dream Bundle and several secret lairs. The company Wizards of the Coast has tried suggesting multiple ways that could work, but none of them did. And since my bank never sent me any messages, Im assuming its a problem with Scalefast. Money was also taken out of my account for Drafters Dream Bundle, but still got problem with payment messages afterward. ***** was never taken out for the second set of secret lairs that I talked about.

  Business response

  08/17/2023

  Hello ******,

  one of our agents is going to reach out to you to try and resolve the issue.

  Thanks for your patience and apologies for any inconvenience. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had purchased 2 different order from the Square Enix Store:I purchased Final Fantasy XVI Collector's Edition for $412.31 on May 11, 2023. I receive all items except for the pre-order digital item that was supposed to have been sent via e-mail. I did not receive any e-mail notification for the pre-order digital code. the order # for Final Fantasy XVI: ******** I also had a pre-order of 9 items from the Square Enix store for the Final Fantasy XIV Fan Fest, but had not charged any purchases yet. The total of the charge is $328.44, but I think the tax is not included yet. I had requested this pre-order on April 4, 2023. I wanted to charge this amount to my card to secure my order, but I found out any orders made before May 24, 2023 can not be viewed on the Square Enix store. the order # for the Final Fantasy XIV Fan Fest merchandise: ******** I reached out to Square Enix Support and they said they were unable to help with orders placed before May 24, 2023, because they were changing platforms from their old Square Enix Support that was operated by Scalefast. They said I would need to reach out to them, but I don't know how to reach out to them so I googled Scalefast and here I am filing a complaint to reach out to Scalefast. I was wondering how I may resolve my issues with Scalefast, since Square Enix can not resolve it.

  Business response

  08/02/2023

  Hello *******, 

  we are sorry for the issues you encountered with your orders.

  One of our agents has contacted you to provide further assistance.

  Thanks for your patience and apologies for any inconvenience caused.

  Customer response

  08/09/2023

  Case with complaint #******** has been resolved by Square Enix representative. The issue with Scalefast handling my order has been resolved. I received all requested orders.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a 500$ Collectors edition for finalfantasy 16. I have tried dozens of times to get a track number or any information about my order but have had zero luck response from this company my email attached it the proper one for my order and the only order I have ever made from the square Enix store.

  Business response

  07/26/2023

  Hello ***,

  we are sorry for the delay you had to experience with the shipment of your order. Upon checking past communication you had with our agents, we can see that you were provided with a tracking number on June 20 and that your package was correctly delivered on June 26.

  Thank you for your patience and apologies for any inconvenience this may have caused. 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint: purchase made from ********************************** on 2022-12-12 for "Magic: The Gathering" cards for which the value I spent was $211.94 under the impression that I was to be compensated with a additional "Promotional Card" to be included with any order of $200 or more. The Promotional Card in question is "DJ Scarab God" for the "December Super Drop 2022" which is currently valued at $35 on the secondary market. (See ********************************************************************************************************************************************************). I was deceived by ScaleFast **** and/or Wizard of the Coast **** by the marketing incentives which had hidden requirements seen in the article: ************************************************************************************************************************. No where on the actual web site where you make the purchase does it ********* to the article I've included above. The messaging on the web site itself indicated that you would receive the promotional product "For every $200 you spend, you'll get one free copy of The Scarab God promo card!" which is included at the top of the main page as of this writing (see attachments). The image that promotes the promotional card on the main page does not hyperlink to anything for "Pre-Order Now" . Furthermore, the actual steps you take to make the purchase- adding products to your cart/finalizing your order, never link to the article or make any mention of a requirement that your purchase be above $200 before taxes and shipping costs. I believe that the marketing scheme was intentionally designed to deceive the customer and is anti-consumer - encouraging purchases that are pennies (in my case, 6 cents) less than the hidden requirement in order to not fulfill customer expectations during the ordering process. Please see attachments which shows disdain/refusal from Support. Attachments have all the order details including email.

  Business response

  03/08/2023

  Hello ******, we would like to inform you that the promo card has been correctly added to your order, but it will ship on a later date. Please rest assured that you correctly qualified for the promotion and we will make sure to ship the card as soon as possible, as this is an ongoing logistic operation that hasn't been completed yet. Also, feel free to contact Wizards support for any additional doubt you may have. Thank you for your patience and please accept our apologies for any inconvenience this may have caused. 

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from maisonmargiela-fragrances.us on September 3rd 2022 and was charged the order fee as expected. When I reached out to advise the product was faulty they advised of a refund and I received a cancellation confirmation via email from their website on October 4th 2022. It is now November 11th 2022 and after reaching out several times I have been informed that the order was processed through Scalefast and they are refusing to refund. This issue is with both companies as a reseller should be more clearly disclosed by the main site and the reseller should honor the agreement from the support. Also if a product is faulty a refund should not be refused. Improper handling causes issues with the item that is not on the consumer but the seller. There is no way to contact Scalefast through their official site and since the transition of the Maison site to Maison scalefast support is not available and Maison has no records from scalefast.

  Business response

  01/05/2023

  Hello ********,
  upon checking our records, we can see that you contacted us asking to return the product because you didn't like it. It was not faulty. As mentioned by the agents that handled your case, we were not able to accept the return of an open item as our Return Policy clearly stated that a product can be returned only as long as it's still sealed in its original box.
  We understand your frustration, but we could not provide further assistance with your case.
  Regards,

  Customer response

  01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It was either faulty or false advertising as it did not smell the same as the marketed item. It may not have smelled foul but did not match the same smell as was in the store. This indeed was part of the original conversation. I was able to eventually get a refund so it is a moot point, however the constant willful misunderstanding and assumptions and lack of listening in this whole process has convinced me to never use your services in the future and to warn anyone else of your services.

  Business response

  01/17/2023

  Hello ********,
  we are glad to know that you received a refund in the end and we are sorry for the product not matching your expectations as per the one you tried in a store.
  Thanks for your understanding and apologies for the inconvenience.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩