GamesQuest Omdömen 65

Abysmal performance in fulfilment of the kickstarter Vampire chapters.

GamesQuest needed close to 3 months (!) preparation just to send out all the copies they've received and still the majority of backers still have not received theirs because of custom clearance and other issues - in a situation which is literally their contracted job: sending out the copies they've received to backers all over Europe. I can only hope that other kickstarter projects will learn the lesson here and not contract GamesQuest for delivery into the EU.

The only thing that was well done by GamesQuest has been their communication which they've shut down due to the backlash they've received over their poor performance.

In conclusion: they had one job and failed all the way. I wouldn't be surprised if backers will not receive their backed projects over the course of multiple quarters in the upcoming years because GamesQuest lacks the competencies to deliver all the projects they've managed to aquire.

Edit: In relation to the answer of GamesQuest, I have the naive idea that a company that is hired to do a professional fulfilment of a complex project acknowledges when their performance was not up to any standards of a service you'll want to pay for - again GamesQuest blames anyone but themselves, as on display below. The list that the publisher needed to approve can not be the reason to not fulfil a project for 3 months+. One could always ask the publisher to speed up their approval and, in this case, the publisher said, you've send this list only a few days prior of their approval.

Edit number 2: Regarding the customs issue, isn't that your job GamesQuest to make sure that parcels reach their destination smoothly? I still haven't received my package because it is held by EU custom authorities, due to insufficient paperwork, since 23rd of June (!) it is the 17 of July - almost a month by now - while I am writing this. The publisher is partly to blame here, however, being the contracted fulfilment-EXPERT, GamesQuest should be able to make sure that the publisher provides all relevant information BEFORE all parcels are stuck for weeks at the border.

Poor customer service. They told me they couldn't change the address of an order I placed the night before because it has been already presented to the carrier. Instead I got an email from their carrier and their delivery service only in the evening of the next day, telling me that now was too late to change delivery address

Absolutely abyssmal customer service.
They sent out a fake tracking number when they didn't even have my order on stock.
Game devs, steer away from this company, they'll just give you a headache.

I tried their customer support but they take more than 15 business days to even respond.

Try to avoid them when you can! Delivered a parcel at the wrong address and two months in the process it still hasn’t moved an inch. Customer service is non existing. Pure waste of time and money!!

got tracking 02/02/23, which still havent moved an inch, got in contact with support on their site, after 1 week nothing, gave them a call, they told me they would look into it, still no update on the tracking. They answer the ticket, the package is lost and they will ask sender if they can send a new one and they hope to get back soon, that was 14 days ago and still nothing new.

I am absolutely outraged at the level of service I have received from your company. I placed an order for a book over a month ago, and have yet to receive it. To make matters worse, I haven't even been given a tracking number to help me locate my parcel.

The complete lack of communication from your support team is unacceptable. I have tried to reach out multiple times, only to be ignored and left in the dark about the status of my order. This is a terrible way to treat a customer who has trusted your company with their hard-earned money.

I demand immediate action to resolve this issue. Either send me the book I ordered, along with a tracking number so I can monitor its delivery, or refund my money in full.

Gamesquest is running the worst kickstarter fullfilment I've ever been a part of.
Their Free League collaboration in The One ring was being shipped in Denmark, without track and trace - I don't think I've seen that in the last 10 years.
Predictably, the book and dice never arrived.
They anwered the first few support emails, but now? silence.
I'll not be participating in any kickstarter that has them, nor Free league involved any more.

Customer Service at GamesQuest helped me with a Kickstarter pledge that repeatedly had the wrong address on it. The process took four months and all this time I received good support from GamesQuest.

Very professional.
I had a problem with one of my package, and they manage to help me through all the process, and finally the package was delivered to my apartment.
Big thanks to Debbie for all the help!

Just spoke with Dale from customer service for shipquest who was extremely helpful and friendly.

Customer service is a hard job and he went above and beyond to assure me that he will get things fixed, and ensure that I know what the next steps in the process of finding my package will be.

Dale was wonderful, and very helpful. I really appreciated that he explained the full process for me of what will happen, and that he was able to connect all of the tickets together to ensure that the problem gets solved asap.

I hope that Dale’s managers see this and give him a raise. Working customer service is hard, but Dale did a great job of solving what he could for the moment, and to make clear the next steps.

Chased Shipquest today by phone as no response to my email sent 4 days earlier. A week after they claimed all items for UK orders had been dispatched for Nemesis Lockdown. Turns out for my order (and no doubt many others) that was a lie as they don't have the stock for one of the add ons and waiting to hear back from the publisher. I requested that hey send me what they had and forward the rest when it arrived! That request was refused. Shipquest have sat on my goods for 2 months already and didn't have the courtesy to alert me to the issue. If there is a poorer distributor of Kickstarter games I am not aware of them.

A week later and still no update!

I tried repeatedly to leave a ticket on the Shipquest website. The captcha resolves and shows green, but after I complete the form it reads as Captcha Failed. There is no easy way to find out what their customer service email is or even if they have one.
Their instagram page (following the link on their homepage) seems to be dead as well.
My package is missing and the sender just points to Gamesquest who is responsible for fullfilment.

After a disappointing occurance with another game company who took my money but failed to dispatch my items, I found the same items sold on Amazon by GameQuest. I was expecting a delay on dispatch due to current circumstances and was informed this may be the case at point of sale... But items were dispatched less than a day after ordering. I'm eagerly awaiting their arrival. Thank you!

I was waiting on a kick starter fulfilment from them didn’t have much joy when emailing customer services, but spoke to a very friendly helpful person on the phone who was able to answer all my questions. The game arrived shortly after packaged very well and in immaculate condition

Best place for collectibles and board games. Love buying stuff from other gamers! I've never had a kickstarter though, so I'll have to get some and see if the service is as good...

I've been part of the KS regarding the Binding of Isaac Four souls game. Tons of different stuff to load in different packages to ship, in christmas period. Firstly, communication wasn't optimized, as I wasn't sure about shipment etc, only tracking mails was send to inform about the package delivery. No, my first disapointment was that some figurines were missing in one of my packages. Moreover, the second package of the delivery arrived almost 2 weeks after the first one. That's for the negative part.
On the other hand, the support team as been extremely efficient: I've contacted them for my missing figurines, and they immediatly sent back a package with them, without more questions. They even followed if I did get the newly package, which I did maybe 3 days after mailing them. So, even if with the rush of such KS campaign and mistakes they've been through, Games Quest provided me an appreciate professionalism. Thanks for this !
So 4 stars, as they may have been overwhelmed by big KS campaign and Christams period, but they have known how to solve issues like bosses.

Received an incorrect item from KS I supported. My order summary lists the correct item, while I received the one wrong in the mail. I contacted them immediately after I opened my package, which was more than 2 weeks ago, and I have yet to hear anything in response.

Great company. Ordered from them online and met them at trade shows. Have a great range and I spent a good 5 mins Chatting to Steve (i believe) who was helpful and offered a discount if I bought mulitple games and I was after a few he had. Prices are more than competitive. Lovely people, all the best .

Terrible company for fulfilment of KS projects.
You basically receive an random email advising of dispatch and even a Royal Mail tracking number. Then nothing. Royal Mail never receive the items and you never receive your product.
Customer Service is disgraceful. Constantly fobbed off and lied to as well.

Amazingly slow. Many KickStarter projects unfortunately use them to send out packages in Europe, I have had a project where GQ had the packages for almost two months before I got my package, their excuse: a lot of snow in UK.
Almost all projects takes at least 14 days from GQ have the items till the users get them, especially small projects have a tendency to be slower than large projects.