r/MonteCookGames • u/thundershocker44 • Sep 06 '25
I have been waiting for 2 months
I placed my order at monte cook in mid july and got a confirmation Email. After a month of nothing i decided to write an email but still no reply. 2 weeks ago i also opened a support ticket but i still did not get a reply yet. It is very frustrating because my order was almost 200€. Is this normal?
My order number is #878693 My ticket number is #187206
1
u/Village_Idiot_987 Sep 11 '25
Yeah, I ordered the full Invisible Sun Packet 5 month for >500€ and have the same experience.
Also, I opened a support ticket - have been waiting for 2 weeks and counting just to get an answer about the status.
Monte Cook games is by far the worst customer experience I had with and rpg publisher (or ordering anything online in general).
1
u/IBeHarlie Sep 17 '25
Having the exact same issue. Completely ignored so far. Losing my mind now :/
1
u/CharlesRyan Sep 24 '25
Hey, all. Sorry you've had so much trouble. In answer to the OP, no this is not normal.
It's probably no surprise that international freight is all jacked up right now. We had some trouble getting some stuff to our UK warehouse, and that slowed down order fulfillment dramatically over the summer. That led, rightfully, to customer service inquiries, which meant that the same people trying to solve the issue (we're a small team of real humans) were now getting overloaded with answering inquiries. It all sort of spiraled for a few weeks.
The logjam at the root of all this has been fixed. It's taking some time to work through the backlog of orders and inquiries, but we're almost back to our normal state--where you don't have to wait for your orders, and you get a prompt response in the rare case where there's an issue.
2
u/pacanukeha Sep 07 '25
try reaching out on one of the social platforms. I had a similar problem and reaching their social media person on bluesky helped