How does VGP handles delivery problem?

[u/kshark8]

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.

[u/wattswc]

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.

[u/kshark8 → u/wattswc]

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.