Critical Role needs more transparent customer service and to vet who they ship through
Just a heads up for anyone ordering from the Critical Role merch store: orders may be shipped through a company called GLS, which has a terrible reputation for delivery issues.
In my experience, GLS:
-Took an extremely long time to respond to redelivery requests, so long in fact that the package was returned to the sender before I heard back even after I tried calling and emailing multiple times.
-Their warehouses are in rural locations for some areas, so if you want to try picking up the package, it's a 30+ minute drive or just impossible to get if you don't have a car.
-Provides basically no tracking so it's very unclear where where your package actually is
-When you are able to hear back from them, they either don't know the status of the package and will contradict each other or be flat out rude out of the gates.
If you look at reviews for GLS, a lot of people have experienced the exact same issues.
I contacted Critical Role customer service, but the solutions offered were not great and not well communicated:
-Reshipping was offered, but it was not disclosed until after over a week of back and forth and me almost accepting the offer, that the package would only be resent with 1 out of 3 items because the other 2 items now sold out (both originally purchased on sale and one now unavailable entirely). I have no idea why they refused to resend the original package that had all 3 items.
-They stated that they do not know which carrier is used per shipment, meaning that even after this experience and all the issues with GLS, the reshipment would have potentially been sent through GLS again and everything would have repeated.
-A refund was offered, but only after I accepted did I find out through the refund notification email, that the shipping cost was not refunded. It was only when I followed up that I was told shipping is non-refundable, despite the issue being caused by the shipping company they used.
You can see from the other reviews on here that this is not an isolated experience.
If you order from Critical Role and your package is shipped via GLS, I hope you have a better experience than I did. Otherwise, be prepared to never receive the package, spend weeks calling and emailing GLS and Critical Role, and ultimately being out about $12 in shipping with nothing to show for it.
If anybody who works for Critical Role is reading this, please vet who you ship through so others don't have to deal with this and be more transparent about your shipping and refund policies.
