I think Square Enix support might be trolling me…

Square Enix

Last month,  I ordered the Final Fantasy XIII-3 Collector’s Edition from Square Enix’s online store, since I am a sucker for limited edition stuff like that. It arrived several days late (enough that I was actually worried that something had gone wrong with the order, to be honest).

Anyway, that being said, I naturally also have since ordered the Final Fantasy X/ X-2 HD super-duper-omg collector’s edition from the store. Cool deal. Shipping, as usual from the store, was pretty high.

Then Square Enix (SE) announces it’s releasing a new Final Fantasy XIV soundtrack, and it also comes with an exclusive minion for use in the game. Well, shoot – I’ve gotta have that! So what I do, since the FFX order hadn’t shipped yet (game isn’t out, obviously), was I cancelled the order for it and then made a new order for both FFX and the FFXIV OST to save on that high shipping.

Now, in anticipation of the FFX release, I went to check in on the order, just to make sure everything was all set for it. Instead, I see that the order in its entirety won’t ship until 4/30 because that’s when the FFXIV OST gets released. UGH.

So next thing I do is go to cancel that order, so I can create two separate orders, so I can get the FFX without having to wait 6 extra weeks for it. I should mention that, in order to cancel something on the SE store, you have to send them an email through a form on their site. I do this for this order, and this is the exact email I send them:

I have a pending order for the Final Fantasy XIV: A Realm Reborn Original Soundtrack and the Final Fantasy X/X-2 HD — all in the same order. However, it’s saying on the Order Details page that the order won’t ship until 4/30 because of the soundtrack. But the Final Fantasy X/X-2 HD game comes out next week.
I don’t want to have to wait a month and a half for the game, so I am requesting a cancellation of this order. I can then create two separate orders; one for the game that comes out next week and another for the soundtrack that comes out at the end of April.
Please confirm this order is cancelled so I can order the game ASAP

I had to describe it this way because the “open orders” did not show an actual order number. Just the items pending. Which leads to this email exchange in reply:

Thank you for contacting the Square Enix online store.
We understand that you want to cancel or a refund for the LIGHTNING RETURNS: FINAL FANTASY XIII COLLECTOR’S EDITION [PS3] order number 8873224935.
For the refund policy of Square-Enix PRODUCT MUST BE UNOPENED. If an open product is received, it will NOT be sent back to you and a refund will NOT be issued. Please make sure you are are aware of this before returning a physical product.

What the hell? That order has already been delivered. I didn’t initiate a refund or ask to return that. I asked to cancel the one pending order I have

Me:
Hi, that is not at all what I want to do. I specifically stated I want to cancel a different order and even named the two products. Please re-read my request and cancel that order instead

Their follow-up reply:
We are unable to reverse the cancellation request for the Final Fantasy X/X-2 HD Collector’s Edition [PS3] to be shipped.

The order you guys already cancelled for me can’t be reversed. I didn’t ask for that to be cancelled, though. How hard is it to see that I have one pending/open order, and that its contents match exactly the order I asked for you guys to cancel?

The whole thing reminds me of “Missing Missy.” At this point, I’m expecting to receive an HD remake of FFVII in the mail from them. Maybe. Hopefully?


Last month,  I ordered the Final Fantasy XIII-3 Collector’s Edition from Square Enix’s online store, since I am a sucker for limited edition stuff like that. It arrived several days late (enough that I was actually worried that something had gone wrong with the order, to be honest).

Anyway, that being said, I naturally also have since ordered the Final Fantasy X/ X-2 HD super-duper-omg collector’s edition from the store. Cool deal. Shipping, as usual from the store, was pretty high.

Then Square Enix (SE) announces it’s releasing a new Final Fantasy XIV soundtrack, and it also comes with an exclusive minion for use in the game. Well, shoot – I’ve gotta have that! So what I do, since the FFX order hadn’t shipped yet (game isn’t out, obviously), was I cancelled the order for it and then made a new order for both FFX and the FFXIV OST to save on that high shipping.

Now, in anticipation of the FFX release, I went to check in on the order, just to make sure everything was all set for it. Instead, I see that the order in its entirety won’t ship until 4/30 because that’s when the FFXIV OST gets released. UGH.

So next thing I do is go to cancel that order, so I can create two separate orders, so I can get the FFX without having to wait 6 extra weeks for it. I should mention that, in order to cancel something on the SE store, you have to send them an email through a form on their site. I do this for this order, and this is the exact email I send them:

I have a pending order for the Final Fantasy XIV: A Realm Reborn Original Soundtrack and the Final Fantasy X/X-2 HD — all in the same order. However, it’s saying on the Order Details page that the order won’t ship until 4/30 because of the soundtrack. But the Final Fantasy X/X-2 HD game comes out next week.
I don’t want to have to wait a month and a half for the game, so I am requesting a cancellation of this order. I can then create two separate orders; one for the game that comes out next week and another for the soundtrack that comes out at the end of April.
Please confirm this order is cancelled so I can order the game ASAP

I had to describe it this way because the “open orders” did not show an actual order number. Just the items pending. Which leads to this email exchange in reply:

Thank you for contacting the Square Enix online store.
We understand that you want to cancel or a refund for the LIGHTNING RETURNS: FINAL FANTASY XIII COLLECTOR’S EDITION [PS3] order number 8873224935.
For the refund policy of Square-Enix PRODUCT MUST BE UNOPENED. If an open product is received, it will NOT be sent back to you and a refund will NOT be issued. Please make sure you are are aware of this before returning a physical product.

What the hell? That order has already been delivered. I didn’t initiate a refund or ask to return that. I asked to cancel the one pending order I have

Me:
Hi, that is not at all what I want to do. I specifically stated I want to cancel a different order and even named the two products. Please re-read my request and cancel that order instead

Their follow-up reply:
We are unable to reverse the cancellation request for the Final Fantasy X/X-2 HD Collector’s Edition [PS3] to be shipped.

The order you guys already cancelled for me can’t be reversed. I didn’t ask for that to be cancelled, though. How hard is it to see that I have one pending/open order, and that its contents match exactly the order I asked for you guys to cancel?

The whole thing reminds me of “Missing Missy.” At this point, I’m expecting to receive an HD remake of FFVII in the mail from them. Maybe. Hopefully?


About the author

Jason L. Hubsch

Jason L. Hubsch

I love music, video games, comic books, pro wrestling, politics, and God -- and not necessarily in that order! If you like any of these, chances are we'll get along.

Related posts

Leave a Comment

Your email address will not be published. Required fields are marked *