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I purchased the collectors edition of Assassins Creed Mirage. This is the first time that I've ordered from Ubisoft directly for physical products. I placed the order in November of 2022. I had a last minute move happen in March of 2023 that moved me across state lines. I reached out to support in May to change the address on the order but was told that there was no way to change an order across state lines, so I asked them to change the address to someone just a city away. I also told them I would be happy to pay for any adjusted shipping costs. They refused, saying it was against their policy to allow any changes at all. Several months later, on 9/19, there was an email sent out by Ubisoft saying that if an address change was needed, to contact them by 9/21. I reached out on the 19th, but Ubisoft support didn't respond until the 22nd saying that I needed to verify my account. It should be noted that I have had the account for 6 years and verified it many many times over the years, including when I reached out to support in May. I verified the account and then got a response on the 26th that the window to update addresses had already passed and if I wanted my $165 product, I needed to "hope to catch the courier". This is absolutely unacceptable. I reached out well before the deadline twice and was toyed with until it was made impossible to change. This is, without a doubt, the worst customer service I have ever experienced. Ubisoft should be ashamed of themselves. I can and will provide case numbers and transcripts with timestamps, if requested.
Desired outcome: I would like to have my product delivered to my current address, and have the change have no cost to me. I am not asking for anything free, I simply want what I already paid for.
The policy changes at a whim, there is no customer consideration and the products are rarely sent out on time.
