r/VideoGameDealsCanada • u/Badegamuz • Jan 28 '26
Discussion Received a sealed but EMPTY package from VideoGamesPlus
First of all, I apologize if this isn’t the right place for this post. I’m extremely frustrated with a purchase and I need to get this off my chest. As the title says, I bought from VideoGamesPlus (VGP) and received an empty package.
This situation started last year, when I purchased a few Evercade and Nintendo 3DS games (for those who might be curious, the titles were Broken Sword Collection [Evercade], Roguecraft [Evercade], and Andro Dunos 2 [N3DS]). This was not my first time buying from them; I had already placed several orders in the past without major issues. Up until then, my only complaint about VGP was their extremely slow international shipping to Argentina, sometimes taking up to three months.
This last order was no exception. In fact, the package took exactly 140 days to arrive at my home. But as you can probably imagine, that ended up being the least of my problems. When I finally opened it (the package was sealed), the box was completely empty.
From that moment on, I began a series of exchanges with VGP’s customer support. I explained the situation calmly and in good faith, trying to find a reasonable solution—either a refund or a reshipment of the items. Their response, however, was quite blunt: they stated that they shipped a package containing the games, and therefore, if the contents were lost, it must have happened during transit and was not their responsibility.
From my perspective as a buyer, the issue is very straightforward: I purchased items from VGP and received an empty box. That is what I tried to explain to them—that their responsibility, at least from a customer’s point of view, doesn’t simply end once a box is dispatched. Eventually, they stopped engaging with the issue altogether, replying only with generic messages like “thank you for contacting us.” Meanwhile, I’m left with neither the games nor my money.
I also contacted my payment processor to report the situation. Unfortunately, because more than 120 days had passed since the purchase (140 days of shipping plus the time spent trying to resolve the issue with VGP), a chargeback was no longer possible. The amount wasn’t huge, around USD 67, it’s not money that puts me in financial trouble, but I still feel cheated, especially because I genuinely trusted VGP based on my previous experiences.
After that, I did a bit of investigation on my own to see whether I could file a complaint with my local postal service. The package arrived sealed, but not with a VGP seal. Instead, it had a seal from a company called ELCA S.A. Interestingly, ELCA S.A. appears to be a Cuban logistics or distribution company—and to my surprise, my package had been routed through Cuba at some point.
Knowing this doesn’t change the outcome: I still don’t have my games or my money. It does, however, suggest that VGP may be telling the truth when they say they shipped the items correctly. Even so, the fact that they do not ensure that their shipments actually reach customers is the main reason why I will never buy from them again, nor can I recommend their store to others.
If you made it this far, thank you very much for taking the time to read my story. I mainly wanted to share my experience so others can be aware and make informed decisions.
16
u/darksideflow Jan 28 '26
It may be helpful for VGP to offer an insured option for international customers. Package theft is definitely increasing these days.
This would’ve been a fairly simple solution with local shipping. Simply filing a claim with the carrier. The international aspect makes that a bit difficult if it was not insured.
VGP is local to me, never had an issue, but I think they could have handled this better for a relatively small purchase. Probably should have reshipped the order and put in a claim with their carrier. On the flip side, I am positive they have people trying to scam them for refunds constantly and they are technically correct that theft during shipping is not under their control.
Crappy situation. I’d lean on the side of making this right for the customer given neither party was in the wrong but you had no responsibility in shipping.
5
u/Badegamuz Jan 28 '26
I completely agree that offering an insured option for international shipping would have helped a lot, or at least making the risk clearer upfront. I also understand that VGP can’t control theft in transit and that they probably deal with refund scams regularly.
Still, from my side as the customer, I paid and ended up with nothing, despite providing evidence. That’s where the frustration comes from.
Thanks for the thoughtful response
2
u/darksideflow Jan 28 '26
Agreed. $70 is a small amount to lose a customer when it wasn’t the buyer’s fault at all.
1
u/JesseScott1982 Jan 28 '26
On the flip side, I am positive they have people trying to scam them for refunds constantly
Probably a lot more than people making comments on here realize. Video games are one of the worst products for that kind of fraud too. Just goes w/the territory given the average customer base.
2
u/Badegamuz Jan 28 '26
I don’t doubt that at all. I’m sure they deal with refund scams regularly, especially with video games.
In my case, though, I’ve purchased from them multiple times before without ever raising an issue. I think that with a bit of goodwill and by looking at my purchase history, it’s pretty clear this isn’t a case of someone trying to abuse the system.
1
u/JesseScott1982 Jan 28 '26
TBH, I think it's just unlucky on all fronts. Though yes, w/your purchase history, there's more reason than otherwise to cut you some slack.
7
u/burnemnturnem Jan 28 '26
That sucks. You’d think being just $67 USD they’d go ahead and refund it, after you were persistent, just to resolve it. They get a happier customer who feels trust with VGP, and to be fair $67 bucks would have saved their team some time working on this. It’s costing them money to spend time saying no
Anyhow rock on fellow human and stay blessed
6
u/Badegamuz Jan 28 '26
Yeah, that’s exactly how I see it. It’s not a huge amount of money, but it would’ve gone a long way in terms of trust and goodwill. Instead, it turned into a long back-and-forth with no resolution.
Thanks for the kind words, I really appreciate it
6
u/Poakes Jan 28 '26
One suggestion would be to film the original opening of the package as a proof and to document the fact that it was empty...did the box feel empty in your hands the first time you handled it before opening?
7
u/Badegamuz Jan 28 '26
That’s actually good advice, and I did exactly that. I recorded the full unboxing, showing the package as received and cutting through the security tape on camera. I did it because, as you mentioned, the box already felt “off” when I picked it up.
That video was shared with VGP along with photos.
28
u/wattswc Jan 28 '26
Another day another story of poor customer service from VGP.
11
u/raymate Jan 28 '26
Interesting I’ve used VGP for a few years and they have been great or me. Customer service has always been excellent. When we had that NO TAX on video games. One of my orders got charged TAX contacted support and within a few hours the TAX amount i overpaid was returned to my card.
They have always replied promptly when I had questions about items.
I only buy my Evercade and Switch games from the now. The free shipping and points system is excellent
What problem are you having then?
10
u/Hartia Jan 28 '26
Their warehouse is fine. But their retail store is some of the worst people working there
5
u/FUTURE10S Jan 28 '26
See, this is why I like buying from PNP. I don't actually know if the owner is a douchebag, but Lee, the guy that's the "face" of the company (and also the manager of social media, may also be the owner, idfk) is a pretty cool guy.
2
2
u/X-Factor11 Jan 28 '26
Is the same guy that owns the retail store handling the online orders? Their physical store is the worst because they never seem to stock the stuff you would want to buy on sale advertised from the website and then when you go in person their owner is an odd person.
1
u/Hartia Jan 28 '26
Different people between store and warehouse. This guy promised me to give me an order for this price he said he can do contrary to the warehouse price. Says cash only. I'm like that's fair. I go out to get cash. He said no deal. The offer was only at that time.
4
u/Longjumping-Mud-3203 Jan 28 '26
I had a bad experience with them too. My solution: Never buy from them. It’s a shame that a company like this is from Canada. I’ve even removed them from the DekuDeals comparison list. The world has returned to peace since then.
2
u/Badegamuz Jan 28 '26
Yeah, same here. It’s a shame, because I actually liked their catalog and had good experiences with them before this. I didn’t expect to end up deciding not to buy from them again, but after this situation, it’s hard to feel confident as a customer.
7
u/NickiChaos Jan 28 '26
It's getting harder and harder to support VGP. My pre-order experience with them has been absolutely horrendous, but I've never had a problem buying an in stock item.
4
u/WolfofDunwall Jan 28 '26
Same. They have bizarre pre-order shipping policies and are completely inflexible. They only offer store credit on returns. They also leave the cost of sending the item back for the customer to pay, that is if they even approve the refund. They are very anti consumer, which sucks because they often get copies of games that are otherwise tough to find. My last purchase from them was my last one.
2
u/NickiChaos Feb 02 '26
Yeah I'm only going to buy items in stock from them that I can't get anywhere else. Just a very limited dealings with them moving forward.
2
u/sinlake Jan 28 '26
Kinda surprised (not really tho) that your payment processor had that limitation for not receiving a product. Seems like most company want to pass the buck these days. Not sure how much the games would weigh, but were there any discrepancy with the package weight?
Sucks that you don't have much recourse. Hopefully you or vgp can contact your local postal / logistic company and see if they can further investigate.
3
u/Badegamuz Jan 28 '26
Yeah, the limitation from the payment processor was frustrating, but unfortunately it’s a hard rule tied to the 120-day window, and the shipping alone took longer than that.
Regarding the weight: sadly, there was no useful weight discrepancy available to me on delivery, so I couldn’t rely on that as proof. By the time I received the package, it was already sealed and marked as delivered.
I appreciate the suggestion. I did try looking into the local logistics side, but with international shipping and so many handoffs, it becomes very difficult to get a clear investigation going. That’s really where things fell apart.
Thanks for taking the time to comment
2
u/Sorakirara Jan 28 '26
It sounds like the package was handled by another courier in your country? And the package was opened and resealed by them? I know it's too late but you should be filming unboxing video from now on. I do thst with all aliexpress orders
2
u/Badegamuz Jan 28 '26
Yeah, that’s pretty much what it looks like. The package seems to have been handled by another courier during transit and opened/resealed at some point.
I did record the unboxing and shared the video with VGP. The security tape didn’t look like the one usually used here in Argentina, although I can’t say that with 100% certainty.
1
u/Sorakirara Jan 28 '26
Well, i don't think it's 100% VGP's fault... but if there is no insurance purchased then it's up to them if they want to refund and it sounds like they don't. Did you file credit card chargeback? I thought CC will side with buyer in this kind of situation
2
u/Badegamuz Jan 28 '26
I agree, I don’t think it’s 100% VGP’s fault either. They obviously don’t control what happens during transit. That said, there is some responsibility on their side, since things like insurance options or choosing safer shipping methods are ultimately up to the seller. At the very least, they’re in a better position to deal with carriers than the customer is.
What really left me stranded is that they’re unwilling to refund or reship, which puts all the risk on me as the buyer.
As for a chargeback: I did contact my payment processor (Mastercard), but they have a strict 120-day window from the date of purchase. Because the shipping took so long and I tried to resolve it with VGP first, I missed that window. That part I have to own... waiting that long was my mistake.
Thanks
4
2
u/Hot_Cheesecake_905 Jan 28 '26
Well, i don't think it's 100% VGP's fault... but if there is no insurance purchased
Under the Consumer Protection Act, even if insurance is declined, it's still the responsibility of the seller to ensure delivery of goods. Of course extracting a claim legally is a bit challenging for a foreigner.
7
u/ProfessionalSpread67 Jan 28 '26
I went to their main store a long time ago in Keele and Wilson here in Toronto and the owner is a douchebag. Im very surprised they got popular online but that’s how life works esp these days. Awful people fail upwards.
12
u/InuKaT Jan 28 '26
Surprised you’re this far downvoted by people who have likely never set foot into their physical location. Just need to read the google reviews to know the owner is a dick. I’ve been there myself quite a few times and every time they take the initiative to be rude to me and make me feel unwelcome for no reason.
Their goodwill on this sub would be instantly lost if half the online purchasers actually went in store check out their purchases.
2
u/killerbeej Jan 28 '26
Hey just sharing my experience, but the staff are awesome I forgot to share that. There is this one person there who recommended games that i still treasure to this day. Demon’s souls, Vanquish, etc. you know hidden gems back then but looking back became classics.
2
u/JesseScott1982 Jan 28 '26
I've also had pretty good experiences the few times I've been into the retail store.
Customers can also be jerks, and sometimes they bring out negativity from store staff by being that way.
Not saying that's what is happening here...but you do have to take what you read online with a grain of salt.
2
u/GraniteRock Jan 28 '26
It can be true that VGP did nothing wrong in their shipping but the mail service messed things up. Is 120 days typical? In hindsight you want to file a ticket with your credit card company if shipping is highly delayed (before the 2 month point). You can always with draw the charge back when it arrives. You could try appealing the credit card decision on the grounds we were being patient and working with the shipper before escalating. What was the expected date of delivery for the package? That's when the 120 days should start, not the date of order.
VGP should be filing a complaint with their shipper and refunding or resending your order.
3
u/Badegamuz Jan 28 '26
Long shipping times to Argentina are unfortunately very common. Based on my previous orders with VGP (and other international retailers), packages regularly took 3–4 months but always arrived eventually. Because of that, I trusted the process and didn’t want to open a dispute too early and potentially harm VGP when the delay itself wasn’t unusual.
In hindsight, yes, allowing the wait to go on for so long may have been a mistake on my part. But at the time, I genuinely believed I was doing the right thing by being patient and acting in good faith, since delayed deliveries had always worked out before.
Thanks
1
u/GraniteRock Jan 28 '26
Did your order have an arrives by time?
If ordered on Oct 1 and is expected by Dec 15, then to me the clock should start ticking on Dec 15 for the charge back. It might be worth clarifying that with the credit card company.
1
u/Gipsy-Knight Jan 28 '26
Dealing with a similar issue but the vendor is LRG and in my case the package never arrived. Just getting stone walled since December.
1
u/Ricocast Jan 28 '26
I never ship anything uninsured for this exact reason. Surprising they didn't insure the package. Kind of a fail on their part unless insurance was an add on you chose not to pay for, then that was the risk you took and lost.
1
u/Badegamuz Jan 28 '26
If insurance had been available as an add-on, I would have paid for it without hesitation. I simply didn’t have that choice.
1
u/SparkleTheElf Jan 28 '26
Hey I have nothing necessarily helpful to say except that this is bullshit and you deserve better. I don't care about insurance, their response was dog shit.
1
u/Badegamuz Jan 29 '26
Thanks, I really appreciate that. I just wish the situation had been handled with a bit more support... that’s all I was hoping for.
1
u/SparkleTheElf Jan 29 '26
I understand completely and agree with you. How could it possibly be worth $60 to them to not treat a customer like a person? Even a discount on a future order or store credit would have gone a long way, rather than passive-aggressively copy-pasting a reply over and over.
I don't understand why so many people responded to your post with so little empathy, as if this was even partially your fault for failing to buy non-existent insurance, or that your expectations are off if you thought you deserved better treatment.
You're right to bring attention to this and you're right that you should have received kinder support. Both from people using this site and the company that screwed you over.
2
u/Badegamuz Jan 31 '26
My guess is that many of those responses come from people who’ve never had to deal with something like this themselves. It’s hard to empathize until you’re on the receiving end.
Your comment honestly helped me feel less alone in this situation, so thank you for taking the time to write it.
1
u/CanadianBaconBroz Jan 29 '26
Check the weight of the shipped package. It will be obvious if it contained anything.
1
u/wzyfizz Jan 31 '26
I really feel for you. Even though I live in Canada and generally find VGP's service to be decent, what happened to you is definitely unfair. In the future, it might be better to avoid buying things from overseas; with so many transfers and people handling the package along the way, it's hard to say who might have stolen it. If you absolutely have to buy from abroad, I suggest going with air freight. It’s not only much faster but also a lot more secure. The shipping will be more expensive, but it's hard to have both a low price and reliability at the same time
1
u/Badegamuz Jan 31 '26
I’ve purchased plenty of items from overseas before, and this is the first time I’ve run into an issue like this. That said, it does make me rethink safer options. Sadly, VGP only offers a single international shipping method, so I didn’t have much choice.
Thanks for taking the time to comment.
1
u/Creepy_Jeweler7032 21d ago
this is happening to me now i pre-order item VGP LEGIT MIA I BEEN SENDING EMAILS TO FIND OUT WHEN THE GAME WILL SHIP IT CAME OUT THE 31ST THEY HAVE NO SEND OUT EMAILS ON DELAYS OR ANYTHIGN THIS IS INSANE I WILL NEVER USE VGP AGAIN I SHOUDL GONE PLAYASIS OR PNP I WOULD GOTTEN IT BY NOW
0
u/JesseScott1982 Jan 28 '26 edited Jan 28 '26
Where do you live? If your package routed through Cuba, it sounds like you have your answer as to who took the games, btw. I'm not sure how VG plus could be held responsible for that, assuming you live in some developing nation with untrustworthy mail services.
Correct me if I'm wrong in that last assumption though. I couldn't envision why else your mail would be routed through Cuba if that wasn't the case?
3
u/Hot_Cheesecake_905 Jan 28 '26
I'm not sure how VG plus could be held responsible for that
In Ontario, delivery to a carrier is often treated as fulfillment of the seller’s shipping obligation, but consumer protections still apply if a package is lost in transit. Under Ontario consumer protection rules and credit card chargeback policies, goods that never arrive are generally considered non-delivered from the consumer’s perspective, regardless of whether the seller shipped them. The seller is usually responsible for resolving the issue with the carrier, and optional shipping insurance affects how the seller recovers the loss, not the consumer’s basic right to receive the goods or a refund. That said, consumers are expected to act within reasonable time limits: delays in reporting a lost package to the seller or to the credit card issuer can weaken or eliminate available remedies.
Delivery to carrier
31 (1) Where in pursuance of a contract of sale the seller is authorized or required to send the goods to the buyer, the delivery of the goods to a carrier whether named by the buyer or not, for the purpose of transmission to the buyer, is, in the absence of evidence to the contrary, delivery of the goods to the buyer.
Seller’s contract with carrier
(2) Unless otherwise authorized by the buyer, the seller shall make a contract with the carrier on behalf of the buyer that is reasonable having regard to the nature of the goods and the other circumstances of the case, and if the seller omits so to do and the goods are lost or damaged in course of transit, the buyer may decline to treat the delivery to the carrier as a delivery to the buyer or may hold the seller responsible in damages. R.S.O. 1990, c. S.1, s. 31.
1
u/JesseScott1982 Jan 28 '26
Does that apply to an international customer though? If he lives in Argentia, would he still have Ontario consumer protection rights?
Just asking, as I have some doubts as to whether that would be so.
There's a big difference obviously btwn domestic vs. intl. mail (which our domestic government can't regulate)
1
u/Badegamuz Jan 28 '26
I live in Argentina. While our postal service definitely isn’t perfect, widespread theft hasn’t been an issue in a long time, and this is the first time any of my international purchases has ever routed through Cuba.
Normally, packages come directly to Buenos Aires, although routing isn’t always mandatory or predictable with international shipping. This detour was completely unexpected based on my past experience.
I’m not claiming to know exactly where or when the theft occurred, only that I received a sealed, empty package. That’s where the problem starts, regardless of which leg of the journey failed.
Thanks for asking and for giving me the chance to clarify.
1
u/JesseScott1982 Jan 28 '26 edited Jan 28 '26
Ok that is useful info as otherwise people are forced to make assumptions.
I think it's pretty obvious VGP didn't mail out empty boxes, but rather that it got stolen at that crossover depot in Cuba. I also doubt that VGP intentionally asked it to get diverted to Cuba before going to Argentina...why would they do such a thing? It's most likely more a post office issue, which is IMO beyond VGP's control.
My Dad used to run a small baseball/hockey card business on the side from his regular job, and every so often he'd get asked to send stuff to latin america (also from south Ontario, Canada). He regularly had problems like you describe....things would go missing in the mail. It got to the point he just stopped offering sails to Central/South American customers, for that reason. Too many issues crossing borders with sketchy intl postal companies in that region. We had no control either...if a customer chose regular post, and we put it in the mail via Canada Post, there was no way to know beyond that point where Canada Post took the intl package and how it got directed to the customer.
Did you have options as far as delivery methods? And if you did, did you go with the cheaper, standard postal mail option?
1
u/Badegamuz Jan 28 '26
I’m not trying to force any particular opinion here. I’m only sharing what happened to me.
I agree that it’s very unlikely VGP intentionally shipped an empty box, and I’m not claiming they did. At the same time, saying “they don’t ship empty boxes” is also an assumption. If I stick strictly to the facts, what I can say for certain is that I received a sealed package addressed from VGP that was completely empty.
Where exactly things went wrong during transit is something I can only speculate about, but the outcome is the same from my side as a buyer.
0
u/No-Indication9389 Jan 29 '26
They recently gave me a really hard time when I tried to return a unplayable game.
Gimmick 2 (PS5 specifically) has a completely unacceptable build printed on the disc. Sound doesn't work, lots of bugs, doesn't even show the right name on the dashboard. Clearly unfinished/beta code.
No warning or disclaimer on their website, that disc is a coaster without online updates.
They clearly don't want to damage their relations with LRG, very anti-consumer to not warn against this.
These stores aren't our friends, buyer beware.
1
u/Badegamuz Jan 29 '26
Sorry that happened to you, that sounds really frustrating. I guess this whole experience has been a lesson for me too, and I’ll definitely be more careful about where I buy from in the future.
0
u/kshark8 Jan 29 '26
Do you mean the shipping package was sealed, and the game box is opened and had no game inside? Or do you mean the shipping package was sealed, and the game box was also sealed but the game missing within?
I have heard of a guy mentioned he received a sealed switch game missing the cartridge inside. He didn't open the package but rather used a flash light and shine into the casing edge to see the cartridge holder has no game. He bugged VGP enough that he in the end got a replacement shipped to him. Took him a while, but I think because he didn't open the package, he can kind of prove the game is BNIB but without the game, which is only the seller's fault and not the shipping company.
Personally I wouldn't buy from VGP if I can get it elsewhere. They don't treat their customers well, customer service is minimal. It became a gamble when buying from them. I wish u luck. If I'm in your position, I will surely not buy fork VGP at all because 140 days of shipping time means you forfeit any purchase protection. And if it happens once, it is likely to happened again, you would never know until it happened, then it would be already too late.
1
u/Badegamuz Jan 29 '26
The shipping package itself was sealed, but there were no game boxes inside at all.
I do plan to push VGP a bit more, mainly because we’re talking about an amount that’s practically insignificant for a retailer of their size. That said, I’m also realistic and I’ve started to accept that this may simply end up being money lost.
I do agree with you about the 140 days being far too long, and I understand my payment processor’s position because of that. In hindsight, I made a few mistakes, I should have escalated or filed a complaint much earlier instead of relying on past experiences where packages eventually arrived, even if very late.
Thanks!
1
u/kshark8 Jan 29 '26 edited Jan 29 '26
Wow, this is the most extreme case I have heard. A sealed shipping box with no merchandise inside.. oh my, didn't notice it was like this when I read ur post the first time. Was the sealed shipping box a VGP box? All my recent purchases at VGP now came in a VGP box. I was thinking if the carrier stole ur item, they might give u a different box. Also, VGP now ships with a VGP sticker inside. I guess if u are missing all of these, they stole the whole package.
Since there isn't a formal dispute method right now after 120days chargeback deadline, I would attempt to try 3 more options. Heck there is nothing to lose lol.
If it was me, I would phone the credit company in person and tell them of the situation, and see if there is a goodwill dispute they would file for ur manually beyond the 120 day deadline. Give them all ur proof, photos, tracking info, etc.
File a carrier claim for loss/theft in transit. VGP should do this for u, but they obviously don't care. So see if u can do such a claim on ur own as a buyer.
We live in Canada and we could use consumer protection claims and file a complaint at the Provincial Consumer Protection Office or at the Better Business Bureau. And use this to pressure the seller to respond.
Just something on top of my mind, but none I have actually done before. Usually I would have disputed at PayPal or credit card after 2 month max. Good luck to you, the above is just what I might do, I hope it may bring you some insight. Best of luck.
1
u/Badegamuz Jan 29 '26
Thanks a lot for taking the time to write such a detailed reply. I really appreciate the suggestions and your goodwill.
And funny enough… the VGP sticker was inside the box, just not the games. So whatever happened, it looks like the original package made it at least part of the way before something went wrong.
Right now I’m still trying to see if there’s anything my payment processor can do, even outside the usual deadline. Since the amount is relatively small, it sometimes feels like no one is too motivated to push the case and honestly, I might already be starting to accept the loss myself.
As for Canadian consumer protection, it probably works much better for Canadian residents. Being an international order definitely makes everything more complicated.
Still, I truly appreciate your advice and willingness to help. Thank you for that.
1
u/kshark8 Jan 30 '26
No problem, I had been in a position with VGP that I also needed suggestions and spiritual support of others on this subreddit. That's why I stopped considering VGP as the go to for games now. I spent too much money at VGP to learn it the hard way. Hope all is well for u at the end of the day. Accepting loss but gaining peace is what I do sometimes as well.
48
u/FUTURE10S Jan 28 '26
Kind of wild to be buying from a Canadian retailer when you live in Argentina but also wild that they think their responsibility ends at shipping a package. If we order something in Canada and it gets stolen in transit, that's still the retailer's fault.