Hey guys, haven't posted here in a while but I wanted to address this situation:
The Metal Gear games (factory sealed, NTSC) were purchased through Konami the week prior, while the Steelbooks were purchased from one of our UK suppliers last year. These Steelbooks were distributed with pre-orders in the UK, and they all came sealed from our supplier.
I was at a charity event last Friday morning when this deal started hitting the major deal sites around 9am. I try to stay around my computer when I know we're running a good deal, but I couldn't break the commitment. We were selling the Metal Gear game and the Steelbook for $9.49. I checked my phone at noon during lunch and noticed we had already received hundreds of orders. At this time I changed the listing on our site so it would be just the game for $8.99, in fear that we didn't have enough Steelbooks to fulfill all of the orders.
While fulfilling the orders I noticed that we didn't have enough Steelbooks for everyone that had ordered them. We shipped these orders out chronologically, so the first few hundred people received Steelbooks with their orders.
If I did anything wrong here, it was underestimating the amount of desire that some customers had for the Steelbook. We had sold these Steelbooks online for months with very few orders, so we basically gave them away for free with the games. We charged customers only an extra $0.50 to cover half of the additional $1 in shipping costs we incurred from shipping the game and Steelbook together.
My initial idea was to include a dollar with each order that was missing the Steelbook to make up for the omission. I decided to go with $2 though, even though we would be losing money on each order, as an act of good faith and to prevent public outbursts that might affect our image within online communities. I figured $7.50 shipped would be a good deal for this game, and while people might be a little disappointed they didn't get the Steelbook, they would still be satisfied with the price they paid for the game.
We have heard from 5-10 people so far that are very unhappy with the fact that they didn't receive the Steelbook with their order. If you haven't yet contacted us, feel free to send me a PM or send an email to
[email protected] and we will accept your return for a full refund. Please give us a chance to resolve your problem before opening a Paypal dispute. It was never my intention to anger anyone, and I promise to be more aggressive in capping future deals to prevent any more of these situations.
If you have any more questions about this deal or our site in general, please shoot me a PM. I will also keep an eye on this thread.
Thanks
