Complaints

• Initial Complaint

  01/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was told several times that they had received my money order and now they are saying it is lost in the mail.

  

  Business response

  01/02/2025

  Dear *******, 

  
  We sincerely apologize for the confusion and inconvenience caused during our recent communication. Unfortunately, there was a misunderstanding regarding your inquiry, as our customer service team mistakenly referenced a different order.

  
  To clarify, we have confirmed that your actual order was shipped on December 31st. You can track its progress using the following tracking number: **********************. Simply visit ******** and input the number to check its current status.

  
  We deeply regret any frustration this situation may have caused and appreciate your patience as we resolved the issue. Please rest assured that we are taking steps to ensure clearer communication in the future.

  
  If theres anything further we can assist you with, or if you have additional questions, dont hesitate to reach out to us. We are here to help and committed to providing you with the best service possible.

  
  Thank you for bringing this to our attention and for your understanding.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/26/24 I ordered a sheet of decals for $9.95, with $4.95 for 35-day express shipping. First, they sat on the order for 24 hours, until I inquired why it wasn't shipping. Then they decided to ship via stamps, who sat on it for an additional 24 hours. The item was promptly lost/destroyed by ***** Rather than act professional, expedite a replacement, and seek compensation by filing a **** claim, they engaged in a series of insulting emails with me which basically placed the blame on me for being impatient, with no thought to the fact that I paid a premium for faster shipping. I just want them to deliver what I paid for, I'm not seeking a refund, though they should refund the shipping.

  

  Business response

  04/10/2024

  Dear ******************,
  
  We apologize for any inconvenience related to your recent order with Noble Knight Games. Your feedback is important, and we wish to provide clarity on the matter.
  
  Your order was promptly processed within our standard 24-hour timeframe, and First Class Shipping was selected at checkout. Unfortunately, there were unforeseen delays within the **** system, resulting in a slower delivery, though the package was not deemed lost or destroyed. We fully understand the frustration this may have caused.
  
  Upon noticing the delay, we outlined our process and established timelines to rectify the situation, including offering a refund where appropriate. Subsequently, a full refund was processed to ensure your satisfaction with the transaction, and we advised that you could keep the item if it arrives, at no additional charge.
  
  Our aim is always to conduct respectful communication focused on resolution. Ensuring customer satisfaction and effectively resolving any issues with transactions or delivery remains our top priority.
  
  Your input is valuable as it assists in refining our services. Noble Knight Games is dedicated to fostering positive experiences, even amidst the challenges posed by postal services.
  
  Thank you for bringing this matter to our attention.
  
  Warm regards,
  
  ***************************
  Customer Service Manager
  **********************

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21551593 and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The instructions from **** are to contact the shipper so they can send a replacement and file an insurance claim. Apparently, the professionals at Nobel Knights thought it would be more fun to blame me for being impatient. As evidenced in their own screen shots I have been requesting for them to: 1) ship a replacement 2) file a **** claim, but it's more fun to tell me I'm: "frustrated because perfect shipping didn't materialize." Despite the fact I paid a premium for that shipping. Personally, I think they are aware they sat on that shipping and were the root cause of the entire problem. As you can see in **** timeline, they sat on the shipping from the 24th until the 27th. I suspect they never shipped at all which is why they choose to be combative over the situation as opposed to finding a way to fulfill their order. These mental Titans refuse to see that I ordered this item because I needed it, not just to give them a weekly paycheck, and because of this lack of intelligence have decided that rather than fulfil the order, they'd rather refund my money, not provide the item, and cancel me as a customer for having the audacity of demanding they provide what I Paid for. Leaving me with having to re-order the needed item and having to go through the entire prosses over. Again, I suspect this entire problem was punishment for mt initial complaint that they charged $4.00 shipping for an item that should have cost $0.65 to put in an envelope, then sat on the shipping for ***** hours.
  

  Regards,
  *****************************

  

  Business response

  04/12/2024

  We regret to hear that your experience did not meet your expectations. In response to your order, we adhered to our standard operating procedures for shipping and handling. Despite the unforeseen postal delay, we ensured that a refund was issued. Noble Knight Games strives to uphold integrity in our processes and communications. We believe that every decision made was in the effort to responsibly address the situation presented to us.

  Regards,
  Noble Knight Games
  

  Customer response

  04/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I believe my request was:

  1)to have a replacement item shipped

   2) have a **** lost item claim filed.

  not:

  1)money refunded

  2) being canceled as a customer.

  I realize to the uneducated that *** be a slight distinction, however; I am suspicious why they refuse all requests to ship an Item? are they up to some sort of criminal fraud?

  Selling things that aren't really in their possession? what is going on here?

  Regards,
  
  *****************************

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought Nidavellir from them thru the ******* marketplace for about 50% off. I instead received the Idavoll expansion. I tried to reach out to them from the ******* marketplace but never heard back. I then contacted them directly from their website, and still haven't heard anything.******* order # is 2000111-48728073 and was purchased on July 12th

  

  Business response

  10/17/2023

  Hello *******,

  My apologies for the issue here.  The email from Wal-mart was mistakenly closed by one of our staff as they thought it was an automated message that didn't require a response.  We are very sorry to have sent the wrong item and also for missing the email.  Unfortunately we do not have Nidavellir - Idavoll in-stock but we are happy to provide a full refund.  Let me know if that is acceptable and we will get that taken care of right away.  Sorry again for the issues.

  Noble Knight Games

  Customer response

  10/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of a full refund  satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Regarding Order# ******-1142620230702 Purchased and received by mail a used Thunderstone base set board game that was missing all cards for the game I purchased. It was a Thunderstone box, but missing the manual and all cards included where for an expansion set (several packs of shrink wrapped cards). It happens. No problem. Easy fix. Sent an email July 5 to Noble Knight customer service. Received a response July 7. The rep apologized and asked if I would open the card packs and send back a list of cards I had received, and assured me they'd get me a complete set. I do so that same evening, and sent back a full listing of the cards received. I realized while compiling the list that it appeared the cards did not even belong to the base set of Thunderstone, but were for one of the expansions to the series. Between the 7/7 and 7/9 I sent additional information regarding Thunderstone and the expansion's card manifests.Did not receive a response and phoned Noble Knight on July 15. The man I spoke too pulled up my email communications, apologized, said the rep that had originally responded had been out, but they had additional used copies of Thunderstone and he would pull them and get together a complete card set with manual. He said he'd confirm back by email. As of the evening of July 19 I have heard nothing more from Noble Knight.It's a measly $65 + tax. The money isn't the issue. It's the ridiculous amount of time and lack of concern and communication by Noble Knight that gets me. It should not take this long to resolve such a simple matter. I didn't get what I paid for and feel like I've communicated responsibly and have been patient. I'd rather have a complete Thunderstone base game finally...and in the very near future, but if no one wants to put the time in putting together the 530 cards + manual and ship, then I'll take a refund of $65 + tax and call it a day.

  

  Business response

  07/20/2023

  Hello ****,
  
  I apologize for the delay in reply.  We've had a few folks out and are behind and the verification of the cards was delayed.  We have shipped out a replacement game to you and it is on the way to you at the link below.  
  
  ********************************************************************************
  
  I hope this replacement game solves the concern.  If there are any further issues after you receive the replacement game, let me know and we can issue a refund for the original purchase price.  My apologies again for the delay in reply and resolution here!

  Thank you,

  Noble Knight Games

  Customer response

  07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I received a quick response from Noble Night's VP of Operations. A replacement item was mailed that same day, and I received it today. All is accounted for and in good order.  Have purchased from Noble Night for years and will continue to do so for many more. Misunderstandings happen in business, but they ultimately owned it and fixed it. Well done, Noble Knight. Thank you!

  
  Regards.
  

  P.S. One suggestion, implement an escalation channel, so customers don't have to use the BBB as a general escalation tool.
  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an email transaction to sell pewter figurines. The offer to purchase was made, I accepted their proposed amount in cash, not store credit. They provided a label and the items were sent, received by them on 08March2022, confirmed by email. Since then I have waited and waited for my payment. Ive made numerous phone calls and never get any satisfaction. Its now been two months since they received my items and still no payment. Were only talking $20not at all impressed with these guys.

  

  Business response

  05/05/2022

  Hello *****,

  I'm sorry that you haven't received payment for your trade.  We originally sent out a check in March and it must have been lost by ****.  When you contacted us via phone on April 27th, we sent out a replacement check that day.  Attached is a copy of the check from our Quickbooks system so you can see the check number and address.  Can you confirm this was sent to the correct address ?  If you don't receive this check within the next week, I'm happy to either send you the money via Paypal or I can send a new check via **** Priority mail with tracking information.  Please let me know and we'll get this taken care of.

  Sincerely,

  *******************

  Noble Knight Games

  Customer response

  05/10/2022

  Yes, payment was eventually received. However I disagree with your characterization that I called once and you immediately responded. It was like pulling teeth trying to get any information on any of the THREE times I called. You made me chase a $20 transaction for two months. I will not do business with NK again.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩