We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Ecommerce

ESW

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ecommerce.

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/13/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of the Transaction:The transaction occurred around a month before the initial contact with Wizards of the Coast, which was approximately in September 2024.Amount of Money Paid:I paid the business $796.83 What the Business Committed to Provide:The business (Wizards of the Coast) committed to providing a Festival in a Box Secret Lair product, including booster packs and other merchandise as part of my purchase.Nature of the Dispute:The order has not been shipped despite a label being created over a month ago. Wizards of the ****** customer support has not provided meaningful assistance or updates regarding the actual shipping of the product, and Scalefast, their shipping partner, has been unresponsive. They have not shipped the order or honored my request.Attempts by the Business to Resolve the Problem:Multiple support tickets were opened (attached), but the responses were unhelpful. Wizards of the Coast repeatedly stated that the order is still in the shipping process, and they directed me to Scalefast, who has not resolved the issue. I followed up several times, but no resolution or shipment has occurred Advertising Information:*************************************************************************************

  • Initial Complaint

    Date:10/22/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 19th ********************************* a box: Las Vegas 2024 Secret lair from Wizards of the Coast(WOTC). My credit card was charged for the preorder shortly before shipping started. On September 17 2024 I received the confirmation email that my order shipped with a tracking number. One week later on September 24th I contacted **** because *** had not received the shipment yet. **** responded with it can take up to three weeks for Scalefast to actually ship it. I allow another two weeks to pass and contacted **** again about the order not being shipped yet, even though the label was created. **** responded with an email stating that Scale fast was added to the ticket and would be contacting me. I then allowed another week and contacted **** again. They answered with the same email as before. I have done this four times in total. All with the same response from ****. It is now October 21st 2024. I have yet to hear from Scalefast in regards to the support tickets that they have been added to. All the tickets are under the same WOTC Secret Lair support ticket number. The support ticket number is *******. The Secret lair order number is ********. The *** tracking number is 1ZV9320VYW43540821. I would really like to resolve this issue. Thank you.

  • Initial Complaint

    Date:02/13/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I put in 3 different tickets on their customer service site on 1/4/24. Their site stated it would take them ***** hours for them to respond due to the high volume of tickets coming in for the holiday. I didn't get a response until a month later. I even checked on them regularly and left comments so they wouldnt autoclose out before there was any actions taken on them.Where I was told I had to send the item's back when I was missing 3 different cards. I told them I didn't have packaging didn't find it right that I had to pay for that. Due to how they phrase their defect/replacement policy, I told them there is no way I could just produce the missing cards. If I returned said items without the missing peices how was I guarateed to get anything back. I was not guarateed anything. I also stated they have sent singles in the past when there was errors and why they couldn't do that this time. Secret Lairs are stated on the site to be limited printed to the number of orders. I had 3 different tickets in this time they rerouted a ticket that got lost in the system. Told me I had to respond to it, when I couldn't even see the ticket. I had to email the missing ticket due to it finally popping up at one point in my email. They closed/merged tickets without acutally resolving/ answering any of my actual concerns. They claimed that I could put these cards into any package. They would send me a new set as soon as they got them. In the new ticket I stated that I have gotten things in the mail ripped open just for the cards. Wanted a guaratee if I put them in any package that I would get something no matter what they got. This was not answered, with a label or anything. Instead was merged and promptely closed. This is the so outragous to me as a rather loyal customer. That I can't even get what I paid for. This bundle alone was $395.10. Thats not even close to the most amount of money I have spent to they company in the past several years.

    Business Response

    Date: 02/14/2024

    Hello ****, first of all please be aware that part of your issues are being handled by Wizards of the Coast team, while the missing The Locust God promo card  was handled by us (Scalefast). We can see that one of our Scalefast agents has already replied to you and informed you that the missing promo card was resent - as per *** tracking, this was correctly delivered on Feb. 13. Therefore, please note that Scalefast side has responded to your query, on the other hand Wizards of the Coast customer care team is still working on your other issues, and for those we are not to be held responsible. 

    Thank you for your understanding and apologies for any inconvenience caused.

    Customer Answer

    Date: 02/24/2024

     
    Complaint: 21255323

    I am rejecting this response because: there was no response to the other missing cards. I am still missing Artist Series: ********************** was missing Progenitus' card in its pack. Doc Who: Weeping Angels non-foil was missing 'Sublime Archangel'.

    This whole thing has been a mess. It took a while for that ticket for locus god to even repop up after they sent it to the wrong spot. They merged these two tickets together.

    i have not gotten any answers dealing with my concerns nor have I received the two missing cards. When this first started I was missing a total of three. I am now still missing 2.

    instead of answering my concerns with a shipping label or sending the cards. All I have seen is tickets closed out as well as them going unanswered.

    Sincerely,

    *************************

    Business Response

    Date: 03/08/2024

    We are very sorry to hear you are missing items from your order. To be able to help you further, we will need you to please contact our Wizards of the Coast Support Team. Please visit the store page to contact the team or send an email to ****************************************************** so we can find your order details. Thank you. 

    Customer Answer

    Date: 03/15/2024

     
    Complaint: 21255323

    I am rejecting this response because: I got my order from Scalefest, from you. The same site as the other order. Why would I have to contact a different company for missing items. When this order came from the same place as the other one. Shipped from the same place as well. This makes no sense. All these items came from Secret Lair, yet youre trying to say its not all from you. How is that true when it came from the same shipping place and ordered from the same place.

    Sincerely,

    *************************

  • Initial Complaint

    Date:01/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Pre order final fantasy bring art cloud strife digital plus edition order number : ******** order date :7-21-2022 time :23:58:45 total :$192.58 I havent received my order nor received a tracking number ,if you cant find my order I wanna refund ASAP

    Business Response

    Date: 01/26/2024

    Hello *******,

    after reviewing your case, we can see that one of our agent has replied to your message on Jan.8 informing you about the current status of your order.

    Feel free to get back to them, should you require further assistance.

    Kind regards,

  • Initial Complaint

    Date:01/25/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hi there, so my issue is basically just a lack of communication on Square Enix and your company. I placed a pre-order on 2022-10-21 11:02:19 to be delivered to ****** and have prepaid for the order on that date. The totally sum charged was $885.09USD. if I'm not mistaken my order was supposed to be delivered January ****. I went onto the Square Enix site to follow up a week ago and due to their update for whatever reason my orders and site points and basically my profile does exist anymore, minus my logging credentials. I have emailed customer support on Square Enix twice. They have given me reference numbers If I need to get a hold of them again, however their email also said "Their support team will get back to you as soon as possible and help you with your request." "Their" being Scalefast. I havent heard anything back since I contacted square enix the first time on 12/27/23. My preorder is already paid for, I'm basically looking for an update and some communication on your end.

    Business Response

    Date: 01/26/2024

    Hello *******, 

    after further review, we have noticed that one of our agents is currently handling your case and they have sent you a message on Tuesday the 23rd of January. 

    Our team will do their best to help you clarify any doubts you may have.

    Thanks for your patience and apologies for any inconvenience caused.

    Regards,

    Customer Answer

    Date: 02/08/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is being worked on, for the time being this is satisfactory.

    Sincerely,

    *************************

  • Initial Complaint

    Date:01/23/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order Number: ******** Order Date: 2022-12-03 1st Case Number: ****** (Aug 26, 2023)2nd Case Number: ******** (Dec 20, 2023)On December 2, 2022, I pre-ordered an item that was set to release in November 2023. Payment for the item went through on December 3, 2022. After 8 months, I reached out in August 2023 to see when the item would be shipping as I forgot when the release date was. The first case was opened and I was told the item would release in Novemver and ship then. By December 2, 2023, I had not seen any shipping notifications or a tracking number. On December 2 and 6, I responded to the email thread from August asking for shipping details and received no response. There is no number to call, so I submitted another request for support in case the first case was closed and further emails to that are disregarded. I submitted the support request on December 20 leading to the second case number. It has been 3 business days and there has been no follow up other than what I assume is an automated message acknowledging my request. That messages mentioned ScaleFast is responsible for following up with my inquiry since the order was made before May 2023 which suggests there have been similar problems. The item was supposed to be a gift for Christmas 2023, so needless to say I am disappointed since the item was supposed to ship late November. So at this point, no item received and payment was already made last year.

    Business Response

    Date: 01/24/2024

    Dear ********,

    one of our agents will contact you as soon as possible to provide further assistance on this matter.

    Thank you for your patience and apologies for any inconvenience this may have caused.

    Regards,

  • Initial Complaint

    Date:01/23/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Secret lair Claims to have sent my items. *** has not received them. Secret lair customer support has not responded via their support portal since 12/13

    Business Response

    Date: 01/24/2024

    Hello ****, 

    We have reviewed your case and we can see that one of our agents contacted you on Dec. 28th confirming the resend of your order. The package with *** tracking number 1Z1YY6324234709598 was correctly delivered on Jan. 4th

    Apologies for any inconvenience this may have caused.

    Regards,

  • Initial Complaint

    Date:11/19/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order Number: ******** Square Enix Reference number: ******** Order Date: 2023-04-22 07:39:19 Total: $168.21 Square Enix + Scalefast Placed an order on 04/22/2023 from Square Enix NA merch store. Order gets shipping out on the date. In August *** says that the address is not valid and sent it back to the sender (Which is Scalefast in this case as they handled all orders for SE up to a certain date), *** and Square Enix confirm they do not have the package as it was handled by Scalefast, who they are not partnered with anymore on October 2nd and said that Scalefast would contact us in regard to our missing order. November 6th at this point and they have not attempted to contact at all and we are moving ***** in December 2023 and need the package redirected (and possibly split up). Insane the poor quality of all of this given how much shipping and handling SE/Scalefast charged

    Business Response

    Date: 11/20/2023

    Hello, 

    we are very sorry for what happened with your order and for the lack of proper communication from our side. 

    One of our agents will contact you shortly to provide further assistance on this matter.

    We apologize for the inconvenience and thank you for your understanding. 

    Regards,

  • Initial Complaint

    Date:08/16/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have bought many times secret lair Magic the Gathering cards and bundles from their site and have had no issues. But in the past couple months, I have had Scalefast send me messages that there is a problem with my payment method even though its the same as before and used to work. It has happened with the Festival in a Box Barcelona: Drafters Dream Bundle and several secret lairs. The company Wizards of the Coast has tried suggesting multiple ways that could work, but none of them did. And since my bank never sent me any messages, Im assuming its a problem with Scalefast. Money was also taken out of my account for Drafters Dream Bundle, but still got problem with payment messages afterward. ***** was never taken out for the second set of secret lairs that I talked about.

    Business Response

    Date: 08/17/2023

    Hello ******,

    one of our agents is going to reach out to you to try and resolve the issue.

    Thanks for your patience and apologies for any inconvenience. 

  • Initial Complaint

    Date:08/01/2023

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had purchased 2 different order from the Square Enix Store:I purchased Final Fantasy XVI Collector's Edition for $412.31 on May 11, 2023. I receive all items except for the pre-order digital item that was supposed to have been sent via e-mail. I did not receive any e-mail notification for the pre-order digital code. the order # for Final Fantasy XVI: ******** I also had a pre-order of 9 items from the Square Enix store for the Final Fantasy XIV Fan Fest, but had not charged any purchases yet. The total of the charge is $328.44, but I think the tax is not included yet. I had requested this pre-order on April 4, 2023. I wanted to charge this amount to my card to secure my order, but I found out any orders made before May 24, 2023 can not be viewed on the Square Enix store. the order # for the Final Fantasy XIV Fan Fest merchandise: ******** I reached out to Square Enix Support and they said they were unable to help with orders placed before May 24, 2023, because they were changing platforms from their old Square Enix Support that was operated by Scalefast. They said I would need to reach out to them, but I don't know how to reach out to them so I googled Scalefast and here I am filing a complaint to reach out to Scalefast. I was wondering how I may resolve my issues with Scalefast, since Square Enix can not resolve it.

    Business Response

    Date: 08/02/2023

    Hello *******, 

    we are sorry for the issues you encountered with your orders.

    One of our agents has contacted you to provide further assistance.

    Thanks for your patience and apologies for any inconvenience caused.

    Customer Answer

    Date: 08/09/2023

    Case with complaint #******** has been resolved by Square Enix representative. The issue with Scalefast handling my order has been resolved. I received all requested orders.

ESW is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.