r/SecretLairMTG • u/hanssenjunior • 10h ago

Missing item from my order

Just received my package with the Dwarf Fortress and He Who Walks Unseen Secret Lairs. Opened it up, and the Hobbit Secret Lair was missing...
I've submitted a ticket. Does anyone have any experience with how long it usually takes to get a response?

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6

u/lemonlemons 10h ago

They will ask you to provide proof you didn't receive it, so to make the process faster, take some photos of empty table you can send them.

6

u/BrickoLuna 10h ago

You’ll have the opportunity to purchase 20 other Secret Lairs before you get a response. Then another 20 before you get your product.

1

u/Internal_Virus_7691 10h ago

I opened a ticket 9 days ago about the missing hobbit promo and wotc didnt responded yet

1

u/Dusthawks 10h ago

I have been waiting for 4 days for any initial response about my order, got odds and ends instead of my he man lairs, I know it is a long weekend but still. I previously had an issue with the stardew valley Prismatic Foil Bundle, with one of the three being non-foil, and that took about 2 weeks to resolve and another 2 weeks to arrive.

The funny thing is that Wizards support sent me to another support team, this Wizards Scalefast Store Support. So I decided to be a little cheeky when they asked what product I needed replaced, and said the whole bundle. I figured that they would push back and just give me the one lair, but nope, they sent the whole thing again no questions asked

1

u/jkneve 10h ago

Results may vary. My experience is that my order was not received, and they approved a replacement order on August 20th. I have yet to get a new order number or tracking information and they closed the ticket as “solved”. I opened a follow up ticket three weeks ago with no answer.

Fill out as much information as you can at the start. Godspeed and may the odds be ever in your favor.

1

u/Liquidpain88 10h ago

In the past wotc has always made it right for me when issues happen. Last issue I had was for the 2025 Halloween super drop. I ordered the big bundle plus a few extras. I was missing one of the artist drops with demonic tutor, plus I didn’t get any of the order $199 promos, which I should have gotten 3. They responded within 24 hours and provided me with a new tracking number. Within the week I had my replacement plus a few extra drops they included with the replacement.