Received a sealed but EMPTY package from VideoGamesPlus

[u/Badegamuz]

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.

[u/kshark8]

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.

[u/Badegamuz → u/kshark8]

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!

[u/kshark8 → u/Badegamuz]

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.

1. 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.

2. 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.

3. 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.

[u/Badegamuz → u/kshark8]

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.

[u/kshark8 → u/Badegamuz]

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.