Seems like quite a few people have problems with the response when orders and preorders go unfulfilled. I just had a similar experience with the response from Rebecca.
I pre-ordered a Magic the Gathering commander product before the release of the set.<br />
<br />
About two weeks ago, I was notified that there would be a delay in receiving the commander deck due to short shipping (and I was told that I'd get some loyalty points that I didn't end up receiving after signing up) but I was happy to keep the order live as I noticed the price of this deck was climbing everywhere else. I cannot afford to pay for MTG products that rise much more than the "MSRP" of commander decks which lies roughly around £40, so I was hesitant to cancel my order especially after being informed that the stock would be shipped once it arrived despite the delay.<br />
<br />
Today, I received an email stating that my order has been despatched/cancelled and I'm extremely disappointed.<br />
After release, the prices of this particular MTG product have risen astronomically, pricing me out of being able to afford it. Many sites that were selling this product have sold out so my only other options are sites like eBay where it now costs double the original price.<br />
<br />
Here is Rebecca's response after I sent her my complaint:<br />
<br />
"Very sorry about this. <br />
Sadly the issue has been caused by the items being oversold by the publisher. <br />
An order was placed for more stock to fulfil all pre-orders however they have decided to not make any more stock which left us with no choice but to cancel & refund all pre-orders. <br />
This issue is completely out of our hands however we sincerely apologise for the disappointment caused by this issue. <br />
This is not something that happens often & we are very sorry that we have let you down on this occasion."<br />
<br />
In the end, she credited £5 to my store account but that was not nearly enough to be able to buy this deck any more. <br />
<br />
There's a theme in some of these reviews where issues are "completely out of their hands" and they don't take responsibility for unfulfilled orders. They said sorry, but seeing as there was "nothing they could do" then even though it's supposedly a rare occurrence, the fact that it did occur and that the customer response was pretty poor reflects badly on your business for future potential stock problems.
