Headquarters purchased but does not show on My Page

[gldavis]

This is the email I sent to slitherine, I have not received an answer. I will start a complaint with PayPal unless I hear from you soon.

"I purchased Headquarters Cold War this morning on your website. The purchase has gone through on my paypal, but there is no indication on your site that I have purchased it. It was purchased about two hours ago under my email (not shown)

Please let me know what is going on.

Now I notice that the price I paid was wrong. I used my anniversary coupon to purchase this at $49, now I see that the price is $29. I still do not have the game and now I found that I was overcharged."

I am a long time customer and purchase directly from the website. I used my 42% anniversary coupon to purchase this, now their is no indication that I ever purchased it. I sent my PayPal order ID number in the email. I ordered on the 19th and sent an email the first day and again the next day.

I have received nothing from Slitherine so far. Very disappointing.

[zakblood]

Contact support@slitherine.co.uk for a quicker reply

[gldavis]

I emailed them twice, 3\19 and 3\20, I have not received any response. That was my first step. Thanks anyway

[pipfromslitherine]

Check your junk folder, as the team almost always reply within 24 hours.

I will point them to this thread as well.

Cheers

Pip

[pipfromslitherine]

Also - you should have gotten an email after your order with your download and serial details.

Cheers

Pip

[JosephM]

Sorry, but did you get the autoreply with the ticket number? As I cannot see a ticket with the text you wrote or one under your email. We can't discuss purchases and accounts on the forums, so this will need to be via email. Could you also try sending this from another email address as well so at least we have the email chain somewhere to reply to

[gldavis]

I have not received any emails from you, until today that directed me to this topic. I did not receive any email indicating my purchase nor my serial number. I sent a copy of the PayPal invoice last week, twice, indicating the charge that was paid by them ton Slitherine. When I ordered the product, the state price was $49 on the store page, I used my Anniversary coupon with the final charge being $26 or so. After I went back to My Page, I saw that he retail price was actually $29.99 , my game was not listed in my purchases and I wasted my Anniversary coupon. I emailed support@slitherine.co.uk about the problem twice. I checked my junk mail and checked my blocked address lists. You are not blocked and I did not receive anything until today from noreply@slitherine.co.uk. I have received a refund via PayPal but I have lost my Anniversary Coupon. I have been a customer for a very long time and have never had any trouble. It is disappointing.

[JosephM]

Sorry, but as we look into this, it only gets worse. So for the order, the reason why you didn't get the email is you mistyped your email, and it seems this isn't the first time as I see at least 7 other orders with the incorrect email.

But then the game you purchased on the 19th was also Flashpoint Campaigns Cold War, not HeadQuarters.

Then there is also an issue with your emails to the OTRS helpdesk not being received. We have asked that you try sending from a different email domain, so have you tried that now too?

Finally, we see the PayPal claim, but instead of opening the first stage where we can reply, you have sent this straight to PayPal. Are you able to try changing that to the tier below so we can reply to you on PayPal to discuss the details we can't on a public forum?

[gldavis]

What games had the wrong email? I have been purchasing games since the very first Distant Worlds. I have a total of almost games and DLC purchased. How could I have received all these games with the wrong email? I purchased all these through the website in which I am registered with the info readily available. All the billing info, including the email address is already automatically entered when I order. I just rechecked by placing an item in my shopping cart and going going to the billing page, low and behold, my correct email address was there.

As to the incorrect email to support, I sent the request from my email client, Outlook, which appeared in my sent email folder they are still there. I did not need to enter my email address as the client always adds it automatically.

I agree that I could have picked the wrong "Cold War" game in my hurry to get the Headquarters game, I already own Flashpoint Cold War, purchased it through Steam on March 6 invoice no. 367743838805463346.

If that is the case, I would request the version I purchased on Slitherine be refunded and exchanged for Headquarters" Cold War.

The email stuff must be on your end, and the reason I went through PayPal is because of lack of contact from you for whatever reason.

[JosephM]

Again, we can't help by the forums. These are a public channel where we can't discuss accounts and purchases.

Have you contacted us via another email domain, e.g. Gmail? If not, please do so.

[gldavis]

After you accused me of giving the wrong information and not contacting support, you decide to say "we can't discuss accounts and purchases." If I am not mistaken, this title of this section is "Online Ordering & Support" I have sent a support request through gmail with supporting screenshots. I believe the tone of your responses has been very accusatory and blame shifting. First you said I supplied the wrong email, when the email is stored on your store site, and has been for a long while. but then you said I purchased the wrong game. which I admit could have happened, but how did that transaction go through if I supplied the wrong email? Then I received an email from you after I received a refund from PayPal, how did you get the correct email address to send that one and how did PP pay for the game if your website supplied the wrong email address.

You have been quite rude through this entire process. I am very disappointed with a company that I have been loyal to for over a decade.

I hope the support people are a little more considerate