Merch Good, Customer Service Horribly Slow
I have an outstanding order from the Sega shop from July, which was not clear if it was a preorder at the time as the item page just says sold out and there is no fulfilment date. I tried to reach out to their support for clarification by opening one ticket via e-mail reply to the order and another on the site as I was not sure if it went through.
Their response took forever and didn't even go to email, as I randomly figured out you can log into see your requests to find the response. One of two items randomly shipped, and still waiting to get any info on the last item.
Oddly if you respond to the ticket on their site, then you will get an email with your reply.
To give actual examples:
Ticket 1:
Sent August 7, 2026
First response: September 2 and marked solved when it was not solved. They said they will reach out their Fulfillment Center to inquire about the order and will be in touch as soon as possible.
Ticket 2:
Sent August 14
No response to this one but saw it was assigned to the same person so they may have combined the tickets... not clear. I tried replying to that one around 9/5 since it was still open after the first item got delivered, but still no update as of 9/15.
Anyways, I just replied to the original ticket to open that one since it had a reply and marked the other one solved myself.
DPI Merchandising seems to be the company running the Sega shop and you can see their wonderful reviews also on trustpilot.