Topic: Anyone have issues with Limited Run Games Support?

Hi all, first forum post here. As the title asks, I'm just curious if others have had issues when using Limited Run's support. I've made a number of orders over the past few years and I haven't had any real issues until now. The gist of the issue is that I had an order shipped out to me and it sat at my local USPS post office until eventually being returned to Limited Run and now they won't send a reshipment. The more specific is that LRG uses UPS and then final delivery by USPS but I'm not sure if this had anything to do with the issue. It stayed at the post office for around 10 days then I received an email from LRG saying it had been returned to them. This was after having already done both a help request and lost package request from USPS. So then I did a support ticket through LRG and it took 7 days for them to get back to me and now 11 days total after it was sent back, support is saying that the replacements Switch games request was denied but that they'll refund me. I guess I have no choice but to get the refund but of course I would just prefer the games. I'm not sure why the inventory request was denied since my order was sent back to them and should have been put back into inventory so I don't see why it wouldn't be there. Also since they took this long to respond to me within that time the games likely wouldn't have had to be put back into inventory anyway. I suppose this post is more of a rant and warning than anything else but if you have issues just be prepared for support to not actually support you!

Most unfortunate. But I can't sympathize. Of the half dozen or so times I've had packages not arrive at my doorstep or procured by porch pirates, LRG Support has made it right every time. But then...I have placed almost a hundred orders through LRG over the years, so perhaps I get preferential treatment or something?

@javiboy2 I've seen first hand that USPS has been highly unreliable since last summer. Many things that should be delivered in days or a week, have taken weeks or a month to arrive.

@Magician It's certainly possible there is preferential treatment with a large number of orders like yours. I currently have 11 on my account with about 3 still to be fulfilled so I feel that's not too low a number either. I was more surprised at a more Willy Wonka-esque result as I get nothing in the end. I suppose I'm getting my money back so that's not nothing exactly. I really thought they would have been able to resend the order but now it feels as if I'm being punished through no wrong doing of my own.

The only problem I have with such Support problem posting is no one here knows what actually happened or can read what was said between parties to say whom or whatever happened. This is one reason this shouldn't be discussed in the forums as no one knows the actual issue behind this because no one can read it.

I had a similar issue with a Limited Run package being returned to them, but their support took care of it. It did take them a while though, and I thought the process was a little odd - instead of just approving a re-shipment, they had to approve sending replacements or something, and I had to ping them a few times to stay on their radar. But they finally shipped it out and it arrived just fine.

@catsnpizzas Sounds eerily similar to my issue. I think for my case, because they took so long with replying they ended up putting the items back into stock rather than just reshipping the same package. They've been busy so I don't blame them for taking so long. However I still don't get why they couldn't approve the replacement like in your case unless the games I ordered just so happened to be games that others also needed replacements for and what would have been my replacements were instead used to replace someone else's order(s) before mine. Not impossible but seems improbable within the time period.

@javiboy2 I will say the turnaround to get my replacement approved was pretty quick, but them actually packing it and shipping it took a while and a few follow up e-mails on my part.

@catsnpizzas
Yeah, in my experience when it comes to replacements they will use the cheapest, slowest shipping available and will not offer to bundle the items together with a previous outstanding order.
I've had a replacement case for a game before just fine, but the replacement gold Shantae trading cards I was supposed to get guaranteed for buying four packs, they never arrived after shipping out in January. The tracking never updated for them either.

@javiboy2 I missed something at the post office (a looong time ago) and believe me, I never have since. It was all so inconvenient. Not only for me but I also appreciated for the vendor. Anyhoo, with regards to Limited Run Games, I had one very small issue that tbh, I didn't think they would be bothered about, but they resolved it. So I honestly have no complaints with them.

@GrailUK I'm not sure I would say that I missed anything in this case as they never even sent it out for delivery. It just said it made it to the office and then sat there. When I did the enquiry ticket, my local post office said it wasn't there even though the tracking said it was. For Limited Run though I'm still upset overall but less so now that my support agent has put my refund through and finally given me a legitimate reasoning. Apparently there were no more copies of Panzer Paladin and Shiren the Wanderer to send out so it seems my copies that were sent back really did get delegated to another persons replacements. I'm just glad to have some closure now rather than wondering what happened.

@javiboy2 Aww. Man, I can only say I'm sorry to hear that you missed out. It sucks

Maybe an unrelated question, but has anyone had trouble receiving emails from LRG? I had no troubles last year, but this year I haven't received any order confirmations to my mail (I've made four orders in 2021). I've tried to make an account on LRGs page, but can't receive the account activation mail either... Been in contact with their support via Facebook and they've tried to resend the activation mail, but it still hasn't shown up. It's very frustrating and I don't know why it's happening. I receive emails from other contacts and companies, it's just LRG related mails that I won't get. It must be on their end right? I unsubscribed to their newsletter at the beginning of the year, but that shouldn't affect the order confirmations or account activation mails, as they're being sent from different LRG mail accounts. But it feels like my email has been blocked in their system. And their support, skipping most of my feedback, just keeps on resending the mails, but they won't arrive. Anyone with a similar experience?

@Quarth

Yeah, since they've changed their shipping partner to DHL, I've ceased receiving email notifications.

Mercifully I use USPS's informed delivery which tracks all mail items routed to my address.

My most recent LRG shipment for Shantae stuff (ordered Sept 2020) had a DHL shipment notification this time around.
It didn't have the same formatting as older shipment notification emails, and comes from "[email protected]" instead of LRG's site.

So, they may have resolved the lack of notification from DHL shipping.

@Magician Thanks for the reply.

Went into the settings for my Outlook account and saw that one of LRG's mail addresses where put under banned users, don't know how it got there. But it doesn't explain why I don't receive mail from their other addresses. Might have something to do with what you're describing.

@Quarth I haven't had any issues with receiving any emails from them but as Magician noted it could be the switch to DHL. I also did receive an email like the one RupeeClock mentioned from the shipstation email so its possible that transition could have had something to do with it. I would also resubscribe to their newsletter just in case. I also think that it shouldn't affect getting emails but you never know, it wouldn't hurt to try and stay subscribed for a few weeks or so to see if the issue has remedied.

@javiboy2 Yeah, I resubscribed and that combined with unbanning that specific address seems to have helped, as I finally received the mails that the support sent out. So the issue seems to be solved for now.

Thanks for your input!

Switch to DHL-that's either good or disaster in the making.

@SwitchForce DHL is the worst shipping company I deal with.

The first time dealing with DHL was about 10 years where I ordered Resident Evil: Umbrella Chronicles from Deep Discount where it took 2 weeks going pass my state about 10 times going to the state next to me then goes back to where it came from.

I used to think that FedEx was bad but DHL beat them.