For my recent birthday I pointed my sister towards my GOG wishlist. A great deal of them were discounted during the big sale late last month. She was more than pleased to buy them for me, over a dozen games. However, she accidentally made the purchase towards her own account (She had never used GOG before). I said it was no problem and told her to make a support ticket to change the order type to a gift purchase.

A few days went by and all she got was an automated response asking for patience and that someone from support would reach out shortly. More days passed and she sent another support ticket in earlier this week. This was met with no response. She has finally given up after 3 weeks and has simply requested a refund for the whole purchase.

I have been a fan and long time user of GOG. I've sung their praises to anyone who would hear. Pointed people towards them when they longed over a long forgotten game from their youth. But my trust has been truly shaken by this recent interaction. I'm now hesitant to suggest GOG to others. I know this may be harsh, but if the support team is unable to handle one user's issue in 3 weeks, how do you plan to keep customers? Much less attract new ones?

Hopefully a blue will see this and contact you to expedite your ticket, they have done so with previous forum posts like this.

Waited a month for a reply from support and the person didn't even understand it.
Granted, it wasn't the easiest thing to understand, but somehow they thought I just didn't know how to download extras/goodies. Respond, in detail again, that the issue is a botched listing of theirs (which is very common now a days, it's still botched months later), and again, he responds with how to download extras.

1 month for that? Literally the worst customer support in the world. Make sure when she does a refund, she goes to https://www.gog.com/account/settings/orders and clicks the "Ask for refund" link next to the order in question. It's the most streamlined version for refunds, their ticket system is anywhere from 2-6 weeks somehow and doesn't understand basic English.

I did the same thing a few years back, and it got handled really quickly.

But that was pre-covid and pre-CP2077

Support delays like this really doesn't help GoG, and hope someone get it sorted soon.

Try and contact one of these mods and see what happens


ponczo_
SmollestLight

They've already processed her refund and I can't seem to chat with those mods. I'll probably just have her send me a visa gift card since the sale is over.

yup , it should have even improved as game stores got record income last year

You have to go to you account setting https://www.gog.com/account/settings/privacy and allow chat messages from everyone.

To be honest I think the support load from the rather bad CP2077 release would have hit their support hardest (I am assuming a level of shared support)

If they have in excess of 100,000 requests for refunds, yeah that may take a while... though it would be easy to approve of all the related ones much faster, unless there's like 5 pages for them to fill out of 'why the refund'.... After No Man's Sky you'd think there'd be a fast batch process for that.

I would like to personally thank ponczo_ for putting a spotlight on my issue. The games have been repurchased as gift codes at the original sale price. GOG's support team has made it right.

Thank you all for your efforts.