D20Collective is quite simply the finest marketplace this side of the gaming table. Our mission is to roll a natural 20, providing the finest gamer clothing line in the global market. We also have great products to help you rule the board. We strive to put the “Class” in “Armor Class.”
UPDATE: There has been a LOAD of issues with customers not receiving our emails. And it wasn’t until the Hedronix Dice came out where we really realized the gravity of the sitaution.
We Had NO IDEA how much love and support from the community we were going to receive when it came to the Hedronix Dice Collection.
And with the holidays right around the corner…we also didn’t anticipate so much trouble we could have caused!
If you’re reading this, there’s a good chance you’ve emailed me (Doug) or you’ve reached out to support asking about your Order.
A few folks with Gmail, Hotmail and Yahoo addresses (..you know…the top 3 most used email services…*sigh*) have not received our emails for some reason. Which as of January 2nd we finally (hopefully) got it all resolved by migrating the server over to another provider.
The most frustrating thing about all of this for us is that we pride ourselves on taking care of our customers – to find out that customers have felt like we haven’t replied to them and left them in the dark is unsettling to say the least.
So we need to profusely apologize for the confusion and concern you may have.
In regards to the dice orders – here’s what cause the cluster of a situation
Long story short – our fulfillment system glitched out which allowed customers to buy dice that were out of stock…which caused orders to have labels printed but not actually be shipped out…which resulted in several people being quite confused as to why they haven’t received their order.
So with the link below, you can fill out any questions or concerns you may have. We look forward to hearing from you and make sure you add “firstname.lastname@example.org” to your “safe senders” list.
We appreciate you beyond measure and while anyone who has had issues with us is justified in their frustrations – we want to make it right. 🙂
I ordered a coffee mug from D20 Collective on November 30, 2015 via Paypal. I received a confirmation email of the purchase the same day and my Paypal account shows the money being withdrawn. On December 3rd I received an email confirmation that the item had been shipped. It contained a USPS tracking number. When the item had not arrived as of December 16th I checked the shipping status through the USPS site and the status did not show it in route. As there was a USPS tracking number, I called USPS and they said they were still waiting on the item to be given to them. The only method of contact provided on the D20 Collective website is email. I emailed D20 Collective and expressed my concern. They apologized for the issue and said they would look into it. I did not hear back from them. When the item had not arrive by December 23rd, I asked that they provide a tracking number that showed that it was in route or they refund my money. They apologized for the item not being delivered, but they would check with their supplier and, if the item had not been shipped, they would refund my money. I waited to see of either the order came in or a refund appeared on my Paypal account. As of January 27th 2016 my order had not come and my Paypal account showed no refund. I contacted them again that I still had not received my order or my refund. They did not respond. I emailed them again on February 2nd and told them that I would be contacting the BBB if I did not see a refund on my Paypal account by February 5th. They responded on February 3rd that their records showed that they refunded my money on December 2nd and provided a screen shot of their record. I responded the same day that the contradictory information in their system may have been the issue and that the PayPal records show them taking the money, but not a refund it. (There is no refund of any kind in my Paypal account records within the past several months.) I also told them that I would not extend the February 5th ultimatum I gave them.
I have not seen any activity in my PayPal account and I have not received a response from D20 Collective.
- Tori reviewed 2 years ago
Ordered shirt in early December as gift for a friend, came in on time and looks great. He loves it, and wears it when we game all the time. Nothing bad to say about the site or the process of ordering. They have recently been amping up customer service too.
- Unamused reviewed 2 years ago
- last edited 2 years ago
I ordered a set of dice on January 1st. Near the end of January I still hadn’t heard anything, so I emailed them asking what was up and was told that dice can take 4-6 weeks to arrive. I waited two weeks and emailed them again. It has been two weeks since then and they haven’t responded to my email. I am unamused. I just sent them another email, we will see if I am ever able actually to get my dice.
- Hey there! Back in January and through the summer we’ve been going through a fairly large logistical change. Unfortunately there can be victims in this. :( If you still have not received your dice, please email me personally: doug (at) d20collective (dot) com I’ll do whatever I can to help :)
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- DoSouls reviewed 11 months ago
- last edited 11 months ago
I ordered a codex dice tower, invisible dice tower, 1,000ml glass skull decanter, and 1.50z game master’s mini skull death chalice.
The codex dice tower was delivered quicker than expected and is a fantastic product.
However, I had some issues with the remaining products: a small crack appeared during assembly with the invisible dice tower (apart from that, it is a good product), the 1,000ml glass skull decanter is a cheap knock off of Crystal Head Vodka and the 1.5oz game master’s mini skull death chalice shattered during transit.
I e-mailed email@example.com regarding these issues. It was resolved quickly and satisfactorily and I couldn’t be happier.
I would recommend D20 Collective after my experience. It wasn’t a perfect experience but I’m still very happy.
- Christopher Dulany reviewed 3 years ago
- last edited 3 years ago
Just FYI I had a terrible experience with D20. Ordered the wrong size (was much smaller than I had anticipated) so I wanted to return for a larger size. First they didn’t know if they could do it. Then they had to “contact their distributor”, then I had to fill out an RMA and pay to ship back. Then nothing for over a month. I reached out in March….”we will look into it”. June 15…nothing. No contact.
- Ryan B. reviewed 2 years ago
I ordered a Skyrim necklace from D20. The necklace took a while to get to me and the quality was less then a previous necklace I had of the same design that I had given away to a friend, but it was incredibly cheep, and I mean really easy on my wallet! which is why I had considered ordering it so for the price it was not a bad deal.
I LOVE these products. They’re some of the best I’ve seen.
But this is the absolute worst customer experience, and I do not have a good impression as it’s my first actual interaction. The person I dealt with did not apologize for the long response times, did not follow up on the solution they offered, did not reply for as many as SIX DAYS. The long wait times caused my product to not come out as I had hoped, even though it was my mistake. If there was nothing that could’ve been done, I would’ve accepted that had “Jen” owned the problem and communicated effectively. Instead, my emails and request for assistance were ignored for days at a time and there was clearly 0 commitment to ensuring that solution worked for me.
See transcript of my customer service conversation here:
- Hey Elizabeth! It’s Doug from D20 Collective – Jen is a fantastic support rep, and this is ultimately my fault. We’re in the process of undergoing a lot of changes and new hires. When a question arises she is unfamiliar with, I’ve always asked her to reach out to me on what to do. Unfortunately my email client was on the fritz, then I was out of town with limited access to email. While this was terrible timing on my part. I’d still like to make it right for you. If you get a chance, please email at: doug (at) d20collective (dot) com I’ll be happy to help you. :)
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- Shawn Kelley reviewed 10 months ago
- last edited 10 months ago
I cannot believe the quality of this Journal! Hand made, the pages are hand made. My wife absolutely loved this . I will be buying plenty more of these and other items for sure from these guys!
I out my order in the middle of July of 2015 for a really cool Skyrim necklace for my wife’s birthday. Well after a mi the of waiting I never got it so I emailed the company and they said they would look I to it. Never heard from them again until a month ago and now I have my awesome necklace. Side note that “wife” of mine was a cheating lier and left so now I get the necklace, boosh double win!
- Christi reviewed 2 years ago
I found D20 a while back when j was searching for gaming t-shirts. I bought one then and just bought another. The quality of the shirts if great – soft, comfortable, and sizing is right on.
I’ve gotten some emails from them apologizing for any poor customer service I may have received. I have only had good experiences with them, but I am impressed with how hard they are trying to correct any wrongs. Good job D20