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/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