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Alexandre Rivaben
Brazil
São Paulo
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Hello guys,

I have a problem and I don't know what to do. Can somebody help me? Does anyone has already faced something like that? Here is my case:

I pledged a game on Kickstarter to pick up on Essen 2015. However, Eagle Gryphon didn't finish the games production on time, so they asked me to pay a little bit more to delivery it to my country (Brazil).

They started to ship the games a couple of weeks after Essen, though, I've never received my game.

They wrote me on August 17th, 2015 saying they were unable to be ready for Essen and asking me to pay $12 more to delivery the game to my country (Brazil).

I paid the invoice on August 18th, 2015 and they said they would start shipping in early October of that year.

Then in the beginning of this year I started noticing many friends of mine receiving or buying the game from local retailers. I waited a couple of months more and, in May, 2016, decided to write them asking about my game.

They answered me saying my game has been shipping using a fulfillment partner and that was the reason why I haven't received my game yet.

They also offered me to *upgrade* my shipping so the shipment would be done via USPS directly from the US by paying the amount of $55!

I declined this "upgrade" and decided to wait. Since then, I haven't received any update about my game. Actually, it's even worse: I wrote Eagle-Gryphon customers services on August 25th, on September 2nd, and also tried to reach them via Facebook on September 13th.

The email have never been replied. The inbox message on Facebook was answered but they said they will contact me via email but they have never contacted me for anything...

It's been more than a year since I paid for the game. I am so disappointed that I think I even don't need the game anymore, I am just looking for a refund...

How should I proceed? Do you have any advice?

*******
2016-09-22 EDIT

At least after that thread and the complain on their Facebook account, they refunded me the whole order price + shipping charges.

Unfortunately, no Brass Deluxe for me
********
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Jason Begy
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Montreal
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If you paid with Paypal you could file a dispute.

If you paid with a credit card you might be able to file a dispute with them, though CC policies vary quite a bit.
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Alan
Brazil
Interior de São Paulo
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Rivaben wrote:
Hello guys,

I declined this "upgrade" and decided to wait. Since then, I haven't received any update about my game. Actually, it's even worse: I wrote Eagle-Gryphon customers services on August 25th, on September 2nd, and also tried to reach them via Facebook on September 13th.



Considering how long ago you have payed them I do not believe that you would got any refunds (from Paypal or CC) by now, but you could try...

I would keep sending emails to them, as well post your complain on "Discussing Retailers'" forum.



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Alexandre Rivaben
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tequila_j wrote:


I would keep sending emails to them, as well post your complain on "Discussing Retailers'" forum.



Hmmm that's a good one. I didn't know there was a forum for that. What do you suggest I do, simply replicate the text I wrote here in the retailers forum?

Thank you for your help!
 
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Alexandre Rivaben
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Jasonbartfast wrote:
If you paid with Paypal you could file a dispute.

If you paid with a credit card you might be able to file a dispute with them, though CC policies vary quite a bit.


Good idea, it was via PayPal. I will check with them.
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Shane
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This is at least the second time that I have heard of EGG requesting additional post-kickstarter funds. Remind me to never back an EGG kickstarter.

(also see What happen with the Airship Upgrade? )
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Fraser
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Thread moved to Discussing Retailers
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David Zelasco
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tequila_j wrote:
Rivaben wrote:
Hello guys,

I declined this "upgrade" and decided to wait. Since then, I haven't received any update about my game. Actually, it's even worse: I wrote Eagle-Gryphon customers services on August 25th, on September 2nd, and also tried to reach them via Facebook on September 13th.



Considering how long ago you have payed them I do not believe that you would got any refunds (from Paypal or CC) by now, but you could try...

I would keep sending emails to them, as well post your complain on "Discussing Retailers'" forum.



Paypal won't refund charges after six months. Your credit card company will vary depending on which one it is.

I was going to suggest communicating with them on Facebook, as they tend to respond there, but I can see you already have. Hopefully that will prompt them to fix the issue.
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Zaphod Beeblebrox
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Apparently, shipping to your home is a Kickstarter add-on for EGG.
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Alexandre Rivaben
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nbread wrote:
Apparently, shipping to your home is a Kickstarter add-on for EGG.


Yes, "shipping AFTER 1 year" was a stretch goal. crycrycry
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David G. Cox Esq.
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Rivaben wrote:
nbread wrote:
Apparently, shipping to your home is a Kickstarter add-on for EGG.


Yes, "shipping AFTER 1 year" was a stretch goal. crycrycry


I think you're stretching it a bit.

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Kris Ardianto
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SD40 wrote:
This is at least the second time that I have heard of EGG requesting additional post-kickstarter funds. Remind me to never back an EGG kickstarter.

(also see What happen with the Airship Upgrade? )


The same thing happened to me with The Gallerist KS. Scam!
 
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