Terrible Customer Service: By Night Studios

This post is inspired by Bien Aimee's recent post about a customer service experience she had with a popular shoe brand. That got me thinking to my customer service horror story with By Night Studios, which many of you may know via Vampire: The Masquerade.



As you know, I am a fan of the games, and I remember they used to have these clan pins in the 90s, and then they reissued them. I always played in Sabbat games (the evil vampires) and wanted this pin (far right) since forever. I order the pin early December 2016. Instead, they send me an ANARCH pin. I'll be real--the anarchs suck. I would maybe wear the Camarilla pin, but they fucked up the order in the worst way.

I send an email THAT NIGHT telling them they sent the wrong pin. I never get a response. I emailed again a week later. Nothing. Finally, on January 7, a month later, I go on the very active Facebook page, wait till there's a new launch for a new product. And be the first comment. I complain about customer service, that I was sent the wrong product, and hoped that maybe it'll get the attention of SOMEONE. ANYONE who could help me with my order. They were launching a brand-new Werewolf addition, and this would look very bad.

I got the attention of the CEO. He sends me a private Facebook message, asking what happened. I told him. He said he was sorry and he'd make sure I'd get the right pin. He was so nice that I thought the problem was solved. Wrong! On January 17, I send a follow-up message:



and then he ghosts me! I try again 2/7, and then again 2/21...and then I gave up. At this point, I was trying for 3 whole months. If I didn't get it by then and after the CEO was so polite and kind, I wasn't going to. I was out $20 and a pin I wanted since the early 90s. So much so I had considered actually buying it again and starting over. :( But no, seriously.

I was thinking of doing an impotent rage blog post at the time, then decided that it was too mean...I guess until now lol.  How on earth can your customer service email not work. I was a manager--if I told an underling "send this package to this person," they'd listen to me and do it. At this point I just want to know what happened. (and yes I still want the pin, if this post somehow gets back to someone.) skuzzlite @ gmail . com

I just wrote another email to info@bynightstudios.com. Will let you know how it goes.

HEY. I think a PIN MIGHT GO GREAT WITH THIS OUTFIT

look at this shitty mani I did. I put the design ON THE WRONG FINGER

Any customer service horror stories you'd like to get off your chest???