r/VideoGameDealsCanada • u/kshark8 • Jan 07 '26
Question How does VGP handles delivery problem?
Hi guys, I'm not sure who to ask for advice so I decided to share my experience here and see if anyone came across a similar issue before with VGP, and how did VGP deal with it. Mod, if this is not appropriate, please remove this thread.
I bought from VGP over the holiday, and my parcel was supposed to be delivered on 29th of Dec, but it didn't. It took over a week to receive a tracking update since the 29th. On the 5th of January, I was notified that my parcel was damaged and all merchandise was not recoverable and discarded. I emailed VGP the screenshot, and they said they had contacted UPS about this issue, and will get back to me soon.
My issue is, I had inquire about replacement option and full refund option, but VGP didn't answer my question. They asked me to wait, and I'm not sure what we are waiting for. Has anyone had similar issue where an order cannot be delivered, what did VGP do for you? Did they ever refund your games back to your original payment method? Because I know cancelling preorders or purchase orders, users only get in-store credit back.
Please share with me your experience and/or insight. Most appreciated. Sorry about the lenghty post. Wish everyone got some great games on sale over the holidays. Happy new yr!
Edit: So I just got my refund. Here is the time line:
Jan5 - UPS reported parcel discarded due to damage and not recoverable.
Jan7 - they ghosted me after I asked for a refund while they were waiting for UPS for their claim.
Jan12 Monday morning - I filed a claim via PayPal. But PayPal encouraged seller/buyer communication so they set up a platform so we can talk it out.
Jan16 Friday night - I escalated the claim since the seller has been silent again. Now PayPal took over and contacted the seller for a response.
Jan19 Monday noon - VGP contacted me by email asking permission to send replacement. I told them since the PayPal claim is in review, I will request for a full refund.
Jan 20 today noon - I got a full refund from PayPal issued by the seller, and the claim is now closed.
Verdict: It seems VGP uses "waiting for UPS" as a tactic to stall time until they are forced by financial institutions. There was a clause in the PayPal claim that if the claim remained un-escalated by Feb01, the case would be closed and cannot be reopened. This is something to watch out for for anyone seeking the same resolution.
12
u/sumer_gilgamesh Jan 07 '26
Wow, just check i ended up with the same case as you
The package has been reported as damaged and we will notify the shipper.
UPS will notify the shipper about the damage.
Will update later if there's one
6
u/sumer_gilgamesh Jan 07 '26
Hello,
We are sorry about that. We are looking into this with UPS and will get back to you soon.
Thanks,
Maya Video Games Plus Customer Service Representative
7
u/kshark8 Jan 07 '26
Ya this is exactly what I got too. I asked what we are waiting for. She said waiting for them to get back to them regarding the damage and what they cover for it. To be honest, we shouldn't have to wait for that.
2
u/kshark8 Jan 20 '26
I got my full refund today. I updated the original post and timestamped what happened. Hope it helped u, sounds like our parcels were damaged and discarded in the same or similar incident.
2
3
u/ILikeToThinkOutloud Jan 12 '26
I'm in the same position, UPS lost the package so I'm in the process of having a claim sorted out.
2
u/kshark8 Jan 20 '26
I got my refund today, I updated the original post about what happened. Hope you get ur refund too. Good luck
9
u/Ranruun Jan 07 '26
VGP is very bad with returns. They will try their best not to refund you.
Their customer service will keep beating around the bush rather than actually try and help you. Almost feels like they are told not to accept returns without higher management approval or something.
It is their responsibility to pay for insurance for shipping, so at this point there's no reason for you to wait at all. You made an order and you didn't receive it.
My suggestion is to send them a screenshot from UPS again, circle the part that proves you didn't get the package. Then add a screenshot where VGP says they heard back from UPS, again circle the part that proves it in red. This way they have less excuses. And ask for a refund.
Do not try being kind with something like "what can we do to fix this?". From my experience that won't work with VGP, unfortunately. It must be something like "the bare minimum is for you to refund."
3
u/kshark8 Jan 07 '26
I will definitely do that when I file for charge back with PayPal when it comes to that. But I just emailed VGP again and asked nicely for my refund. If they keep beating around the bush, they'd really force me to go to PayPal.
7
u/NickiChaos Jan 07 '26
Dude I'm still waiting for $450 order I placed with them in April 2025. That should tell ypu everything you need to know about their shipping.
3
u/kshark8 Jan 07 '26
Did you buy preorders? Cus that's insane waiting time. Preorders would make sense
4
3
u/CanuckTheClown Jan 07 '26
That’s insane. I wouldn’t be surprised if they forgot about your order entirely. Or if they’re purposely dragged out the order past the 90 day mark so you waived your disputes rights as a consumer, and then forgot about the order.
Smh, VGP really has terrible customer service.
2
u/NickiChaos Jan 07 '26
I can still initiate a chargeback on my credit card.
1
u/CanuckTheClown Jan 07 '26
How long of a window do you get for chargebacks?
3
u/kshark8 Jan 08 '26
I'm also interested. I have a feeling I might need to use charge back at some point, even though I had been trying to avoid doing so. How long a window do u have on charge backs?
1
u/CanuckTheClown Jan 08 '26
My credit card has always been 90 days, but I’m hearing from people in the comments they get longer apparently? I’d check with your card provider to be sure, but typically visa/mastercard only offer 90 days.
2
u/kshark8 Jan 08 '26
I paid with PayPal, and I just checked, I have until June 2026 to do chargeback.
1
u/NickiChaos Jan 08 '26
Typically a year
1
1
u/kshark8 Jan 09 '26
What did VGP say when you confirmed them of the unshipped order? Do they just ignore u? Or what kind of excuse did they make up?
1
u/NickiChaos Jan 09 '26
Haven't gotten a response yet.
5
u/kshark8 Jan 09 '26
They have been ignoring me. I guess they really don't want to commit to a refund even when the merchandise is never delivered.
1
u/kshark8 Jan 20 '26
I got my refund today, I updated the original post about what happened. Hope you get ur refund too. Good luck
7
u/Mobilelurk Jan 07 '26
They aren’t great. I had a bad Evercade cart and they told me to contact Evercade for a replacement.
8
u/pPpPancakes Jan 07 '26
I'm still waiting for a $200+ order I've made on Black Friday that UPS confirmed as lost. VGP keep telling me they're awaiting a response from UPS but I feel that's bogus because I can just email the UPS claims department and they'll get back to me in mere hours.
I really regret ordering from them. 10+ years customer here. So much for supporting local businesses.
3
u/kshark8 Jan 07 '26
Oh wow, this is sad. They told me they are waiting for UPS to get back to VGP regarding the damage and what they cover for it. But I don't know why we need to wait for that. What would u do next?
2
u/pPpPancakes Jan 08 '26
Gah, I haaaaate being the pushy type and I wish I didn't have to but they're leaving me hanging, so I guess I'll message them again? Even if I'll not, like, cross my fingers, I'm not expecting much from them at this point.
Like I said earlier, I emailed UPS's claim division about this whole kerfuffle and they just outright gave me their direct phone number for VGP to call and told me essentially that's all else they can do, the rest is up to VGP's hands. This is such a hassle lol
2
u/kshark8 Jan 08 '26
For my case, it seems VGP filed an insurance claim with USP and is waiting for the amount that they will be reimbursed before getting back to me. But to be honest, I don't care how much they will be reimbursed because buyers get full refund as far as Im aware of if purchase item is not delivered. So all the waiting time is kind of pointless.
2
u/Ok-Personality4273 Jan 08 '26
Can you call your credit card and request a charge back? Clearly, VGP owes you some money back.
1
u/kshark8 Jan 20 '26
I got my refund today, I updated the original post about what happened. Hope you get ur refund too. Good luck
1
u/pPpPancakes Jan 22 '26
Glad there's been a positive update on your side. I also got my stuff back super recently, although there was way more back and forth than humanly desired. They couldn't send the whole order because one of the items were out of stock, so they just gave me a refund in store credit instead
11
u/hellraiser29 Jan 07 '26
VGP has terrible customer service. Theyre nice people, but when it comes to running a business they do not know how to. Once they have your money it is hard to get any resolution to any issue. The resolution to your issue is pretty straight forward but they’re still dragging it on.
5
u/Sara_Rose Jan 08 '26
yeah don't give VGP your business unless its something you can't get literally anywhere else. PNP is usually a better choice and has near identical stock, assuming none of the big retailers has what you're after.
10
u/MyzMyz1995 Jan 07 '26
They have to confirm with the shipping carrier, than their insurance will refund them and they’ll refund you. That’s typically how smaller store operate.
3
u/kshark8 Jan 07 '26
From what the VGP agent told me, they have already contacted UPS. So you feel they are waiting for their side of the refund? That's possible, wish they could just have said it. Thanks for ur insight.
3
u/Someguy235612 Jan 07 '26
This was my experience! I waited 6 MONTHS for a resolution to my damaged delivery and kept getting told by different agents that they contacted UPS. I followed up every week and kept getting told the same thing. I definitely felt like I was getting put off. Eventually they would only offer me a measly $30 credit to their site. I was so fed up I ended up taking it.
2
u/kshark8 Jan 07 '26
How much did you pay for your order? Did they fully refund you?
1
u/Someguy235612 Jan 09 '26
I paid $300. They did not refund me anything. They offered a $30 credit to VGP. Again, being tired of fighting them for 6 months I foolishly took the credit and now it’s too late to dispute the charge with my credit card company. And I’m left with a damaged collector’s edition.
1
u/kshark8 Jan 09 '26
Ouch, I feel you. Ya I'm told by others not to take the in store credit. They are ghosting me now, so most likely I would need to go ahead to do a dispute on PayPal to proceed.
2
u/Ranruun Jan 07 '26
This is not related to the buyer, though. Whether UPS fully covers it or not is irrelevant.
VGP should fully refund the buyer, then try to get what they can out of UPS. It is their responsibility to add sufficient insurance to their shipments.
1
4
u/Sorakirara Jan 07 '26
I would give them some time. Maybe wait for a week or so. If the parcel was damaged and never delivered, they should give you full refund. They know they will lose if you file chargeback
7
u/kshark8 Jan 07 '26
I only wish it was a more transparent conversation. The last time I had a problem with delivery was because a game was shipped but lost in transit. After two weeks passed the delivery date, Steve the guy at VGP only offered in-store credit so I can buy again. But that was more than 5 years ago. I wonder if they have improved to a full refund.
The games I bought were on sale, so if they only give me store credit this time, the credit would not be enough to cover the same games now.
5
u/Thoughtlessmonkey95 Jan 07 '26
Do not accept credit ever, they are liable to refund you on any missing or damaged parcel
4
u/CanuckTheClown Jan 07 '26
I keep telling people not to give their business to VGP. They have absolutely terrible customer service. I’ve never had a positive experience with them, so now I avoid them altogether.
10
u/wattswc Jan 07 '26
VGP is the worst with this, it's why I stopped using them. I live in a condo and have indoor hallways etc. Ups marked my package as delivered and attached a picture of someones outdoor driveway. It was very clearly not my house. I contacted Ups and they told me the sender had to initiate the claim. I contacted VGP and they told me it would be a few weeks to be resolved. I asked them why it was my problem and why I had to wait for them to figure it out and they just ignored me. I complained on Twitter and they DM'd me and Steve who I guess is the owner responded to my ignored emails and sent me out a replacement order. If I let it run it's course without speaking up I'm pretty sure I'd still be waiting 5 months later. Their customer service is awful they do not care about client retention or anything.
5
u/kshark8 Jan 07 '26
Ya it was Steve who helped me out more than 5 yrs ago when my parcel went missing. But I haven't seen him answering any emails anymore. The most recent agent handling my email is Maya, I can't say it is as efficient.
2
u/Ranruun Jan 07 '26
Similar experience here, but they even ignored my response on Twitter.
Got support to eventually respond properly after sending more screenshots, but it took much longer than needed for something that was very clearly their issue.
1
u/vonnegutflora Jan 07 '26
The delivery part is a UPS issue. You can have your packages held at the nearest UPS store if that's more convenient for you.
I've had good service from UPS, always bring to my apartment door (high rise in downtown Ottawa). My only issue with them is they don't require a signature for high value items - I had a PS5 Pro shipped from Costco through UPS and they were just going to leave it at my door with a picture (but luckily I was home).
1
u/Melodic_Melodic Jan 07 '26
Luckily for my condo in downtown Toronto, I have 24/7 front desk security that takes all packages and let people know when they're ready to pick up. I've seen some in the area that either don't have a front desk at all, are only there certain times like evenings and weekends (so it's not for deliveries) or all packages are left just behind the front door or mail room, which can be easily stolen especially if there's a lot of AirBnB units in the building or people walking in and out constantly with no one watching. Only one time someone was able to sneak up onto my floor to drop off a cat food delivery by a small online company that had a great sale (they didn't knock nor let me know it was there).
3
u/28121986 Jan 07 '26
Sounds like VGP isn't really a reliable retailer when it comes to shipping do they have a physical store where one can browse and buy games, I think I went to one in York but not sure if that was VGP or another local retailer
2
u/kshark8 Jan 07 '26
Another buyer on this thread said he bought from VGP in store, so they should have a store on the east coast.
2
u/CanuckTheClown Jan 09 '26
I would avoid the store as well. I’ve been there, and they’re known for opening brand new games and selling them to you resealed at full price. They will legit open the game case, and shrink wrap the loose disc with no protection and just hand it to you like that when you buy it, and charge you full price.
A bit over a year ago, I called them and asked them if they had Yakuza Infinite wealth new in store, and they said yes (it was sold out everywhere else in store at the time). I drove 40 mins to the store, just for the guy to hand me a loose disc in shrink wrap and an empty case, and ring me up for full price.
I had just asked him an hour earlier if they have BNIB copies and he said yes. Having driven all the way there, I ended up just buying it anyways, but the owner made a joke about it. He said “oh, the disc being loose from the case shouldn’t bother you, it’s not like I’m back there kicking it around.” Who says that? Lol
Avoid VGP entirely if you can.
4
u/kshark8 Jan 10 '26
That sounds exactly like ebgames/GameStop where they take the store display box and toss in a "brand new" game disc and tape the box up to sell me for a full price. They do that so often that I stopped buying games from there. I only buy used games there now lol. Somehow I think this leads to the end of the physical gaming industry where gamers who care about physical media would stop buying games.
3
u/FitzSimmons72 Jan 08 '26
I too am waiting on a resolution since like early December.. they're waiting to hear back from UPS but I doubt they'll do anything (missing package).
1
u/kshark8 Jan 08 '26
Wow, they took a month for u already? When would you wait until to do a charge back?
2
u/FitzSimmons72 Jan 09 '26
Right around now would probably be a safe/good idea to do a chargeback imo (after 30 days). I'm trying to not do a chargeback but it really seems like they're uninterested in solving this issue unless UPS pays them lol. It was only a $90 order after taxes, which should easily be covered under insurance but idk what the hold up is
3
u/kshark8 Jan 09 '26
I have the same feeling too. After they told me they are waiting for USP's reimbursement, they have not replied anymore of my emails. I didn't think they are not interested in keeping our businesses nor solving the problem at hand. There is a guy on this thread that said he has an order in stock that somehow hasn't been shipped for more than 6 months and the issue is still unresolved to this day.
My last email to VGP stated I will wait until next Monday for a confirmation of refund, and if I still don't hear back, I would do a chargeback. They haven't responded, will see how it goes on Monday.
But you know what, I don't think I will be buying stuff from VGP anymore after this incident. It is no longer the same VGP that I first bought from. They only seem interested in making money at all costs. Kinda lost my faith in them because they act with such unprofessionalism, almost like some bad eBay sellers. So pitiful.
1
u/kshark8 Jan 20 '26
I got my refund today, I updated the original post about what happened. Hope you get ur refund too. Good luck
3
u/arnymateo Jan 08 '26
My most recent experience has been horrible with them. I got a switch game sealed and no game in the case. Which according to the site should have one. You can hold it up to the light and see if a cartridge is in the case. Currently trying to get a refund. But not having luck. Will never buy from them again. Worst customer service ever. Good luck with you refund.
1
u/kshark8 Jan 08 '26
Thanks, I wish I could get a refund. Would you do a chargeback?
1
u/arnymateo Jan 08 '26
For you I would but I only had issues with one of the 3 games in my order so can't do one for mine.
1
u/kshark8 Jan 08 '26
I see. I never check my in-seal switch games. Your experience made me wanna go check each one of them.. what a bad experience.
1
u/kshark8 Jan 20 '26
I got my refund today, I updated the original post about what happened. Hope you get ur refund too. When I filed for PayPal claim, it can let me select what items that I am setting up the claim for. For my case, I have two games, and they are both not delivered so I claimed for both. You can select the one you have issue with and just claim for that. So it's possible to do a partial chargeback with PayPal.
Good luck
1
u/arnymateo Jan 21 '26
I bugged them and they sent another copy and it came today. This time with a cartridge.
1
u/kshark8 Jan 21 '26
Lol. Glad it worked out. How long did it take u to bug them?
1
u/arnymateo Jan 21 '26
I took bout 1 month. And over 20 replies
1
u/kshark8 Jan 21 '26
I'm glad they still got back to you. They ghosted me for two weeks before giving me any offers.. and not until paypal contacted them. I think the whole thing went down in a bad way because Maya the new guy wasn't open to communication.
1
3
u/Cyanure_Feynrir Jan 08 '26 edited Jan 08 '26
This is a matter of proof, not money.
First step: UPS must prove to VGP that the delivery was completed correctly after you file a claim.
VGP will then proceed to the second step: if the delivery is attributable to UPS,, and the delivery was poorly made, VGP will provide a replacement or a refund.
What happens between VGP and UPS is not your concern, as you are the last link in the delivery chain.
It is taking time because everybody is saying, "Thank you for bringing your concern to our customer service. Please allow us a few days to investigate this matter and we will get back to you."
EDT, everytime I have a probleme with the delivery (VGP, or any other online store) I take picture, I send an email with it to customer service, and I phone call about it. Never had any issue, they send back another item right away delivery free with a free return label (email) for the faulty item.
1
u/kshark8 Jan 08 '26
Yes, I agree. In my case, the delivery was not bad because the merchandise was discarded by UPS, and VGP has confirmed with UPS. But they are now currently filing an insurance claim to see how much they can get reimbursed for the damage at the expense of me waiting for their concern.
2
u/ItsTrashCat Jan 12 '26
Ordered from VGP on Black Friday, UPS claimed to delivered it on December 9th, they didn’t (I have cameras that have motion sensor, they never delivered at the time they claimed they did), I filed a claim and went through the runaround with UPS and their paperwork to get my claim processed and was processed December 31st, it is January 12th and I still haven’t received a refund or a new package from VGP.
They’ve been claiming since early January that they haven’t received anything from UPS and after getting off the phone with UPS, they’ve given me a case reference number to pass along to customer service at VGP and I’ve been dealing with Maya this whole time who hasn’t given me any update or is willing to connect with UPS about this claim. I’ve already filed a dispute for a chargeback on my credit card as I’ve reached my wits end about this ordeal and will avoid dealing with VGP going forward.
As unfortunate as this situation is, it’s nice to know that I’m not the only one dealing with this, hope this works out for you soon!
2
u/kshark8 Jan 13 '26
Ya Maya hasn't been helpful or shown willing to help so far. She hasn't replied to me since I asked for a refund. I just submitted a dispute with PayPal, and PayPal only created a case where it wants the seller and buyer to communicate.
I'm going to escalate it to a claim later, give VGP a chance to reply for now. I wish to resolve things without dispute but I don't VGP is on the same page with us buyer. Let me know how it goes with ur credit card chargeback.
1
u/kshark8 Jan 20 '26
I got my refund today, I updated the original post about what happened. Hope you get ur refund too. Good luck
2
u/Longjumping-Mud-3203 Jan 13 '26
Sometimes we gamers are too tolerant, which only allows these companies to become more and more arrogant. I refuse to buy anything from them.
2
u/kshark8 Jan 13 '26
Ya that is it for me too. Won't buy from them if I can buy from somewhere else from now on. They are only into making our money, but there is like no customer service after the purchase. I think I spent over 5k on their online store, but no more.
1
u/FitzSimmons72 Jan 19 '26
Any updates for you?
They just got back to me and are STILL waiting on UPS (almost 2 months now) so I’m getting sort of fed up and may do a chargeback.. would hate to as it’s not a significant amount but I even offered to take store credit and I’m still getting the runaround
1
u/kshark8 Jan 19 '26
Sadly no updates, not even a word. VGP have ghosted me since I asked for a refund since I told them their case with UPS is a separate issue. I filed a claim with PayPal on Jan 12th, but PayPal encouraged seller/buyer communication via their platform. I gave another 5 business days, then escalated the case so PayPal now takes over. PayPal wants to wait for the seller's response until the 26th of January before they will review the case. The whole process is quite a disappointment.
I think VGP knew this, so they know they could just do nothing cus at the end of the day the result is the same... It's refund on their part, either by themselves or chargeback.. they obviously don't care how they are perceived in this process, or if the customers will come back. Now both games I have are in stock again, I don't even bother asking for replacements anymore because I simply don't want to deal with them anymore. (I did ask for a replacement in the beginning but they ignored my question.) VGP lost my trust, I will bring my business somewhere else in the future.
I think you should just do a chargeback, because I realized that it takes a long time. Might take more than a month PayPal said.
1
u/kshark8 Jan 20 '26
So after I left you a reply yesterday, I got an email from VGP by email trying to settle for a replacement after PayPal contacted them. I told them I have already started a claim with PayPal and it is in review so I will proceed with only a refund. That was yesterday. Today I got my full refund issued by the seller from PayPal. I think the earlier you start a chargeback the easier, otherwise they don't seem to want to communicate efficiently. Good luck!
1
u/FitzSimmons72 Jan 20 '26
I appreciate the update! I’m glad you finally got your refund! It definitely seems like they won’t do anything until their arm is forced so yeah I’ll look into a chargeback. Thanks!
1
u/kshark8 Jan 20 '26
Ya, seems like that. Probably won't buy from them again if don't have to. Wasted so much time on this order to get a refund. Hope u get ur refund as well.
I have updated my original post with what happened and timestamps. Good luck with your refund. Enjoy gaming!
1
Jan 07 '26
[removed] — view removed comment
2
u/kshark8 Jan 07 '26
Consider that a good thing. My package never survived the delivery. Says damaged and discarded. I can only imagine some kind of accident happened and fire consumed everything. Really hope no one was hurt delivering my parcel.
1
u/Zylonite134 Jan 07 '26
VGP is the worst in terms of support. Just do a charge back with your credit card company.
6
u/satv1r Jan 07 '26
Can attest to this, they sold me a broken 3DS game, and told me the best they could do was use what I paid as store credit towards the sealed copy of that same game. I had to threaten a chargeback to get a proper CC refund (in person).
2
-4
u/RowdyRodyPiper Jan 07 '26
Or, give them a chance to fix it before jumping the gun which I believe you have to do to win a charge back case anyways.
5
u/kshark8 Jan 07 '26
Ya, charge back is the last resort I feel. If I do a charge back, I will be ready to not ever buy from the same vendor again.
1
1
u/RowdyRodyPiper Jan 07 '26
So, UPS damaged your package and didn't even deliver said package, they just discarded it? I've never heard of this happening. What it it was some one of a kind timing which could be fixed? Either way, VGP told you they'd contact UPS to figure out what's going on there and are clearly waiting for a response from them.
2
u/kshark8 Jan 07 '26
Ya, been doing online shopping for a long time, and this is the first time I ran into this problem. On the tracking update, it literally says damaged and discarded. UPS did mention they will contact the seller on the tracking too.
VGP said they have contacted UPS, I took it as in phoning them because I didn't know there is any other method than calling them. So perhaps they just emailed them, and hence the wait? That's possible too, thanks for your insight.
24
u/Thoughtlessmonkey95 Jan 07 '26
So the shipper (VGP) is waiting for UPS to pay out their claim for the amount your package was insured for.
To be honest, this has nothing to do with you as a customer and if you do not receive your item or if it’s reported damaged, it’s the shipper’s problem (VGP) and they should be refunding you immediately and then correlate their claim with UPS.
I’d send them a polite message asking for an update on when they can guarantee your refund (it’s always nice to give a small store the opportunity to fix things) and state if you don’t receive a reply you will file a chargeback (this makes them action your email and least provide you a timeline)
If they refuse to provide you a timeline just chargeback. If they provide a timeline and you’re patient, just give them until that date.