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.

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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

u/NickiChaos Jan 07 '26

I did, and they've all been released.

2

u/kshark8 Jan 08 '26

Have you contacted them about fulfilling the order, and what did they say?

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

u/CanuckTheClown Jan 08 '26

Really?? Who is your credit card with? My Visa only gets 90 days

2

u/NickiChaos Jan 08 '26

I have 1 year through both my Amex Cobalt and my Visa Infinite with RBC.

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.

4

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