So today I recieved an unexpected package that was signed for my girlfriend. When I got home I was stunned to find the collectors edition I pre-ordered and subsiquently cancelled was sitting in my room. Conflicted I sent them an email that read.

Hi,

My name is ------ ------- and I pre-ordered the Spartan Edition on the 10/01/2019 Order Reference -------- and with a heavy heart cancelled the order on 29/01/2019 due to the decisions made by the publisher to include Denuvo which meant I couldn't eventually purchase the game on GOG which was where my other metro games were located and the sudden exclusivity deal done with Epic games store barely 2 weeks before release. I received an email that the refund was accepted and have received a full refund on 04/02/2019.

Today 12/02/2019 I have received a package and (thinking it was another item I ordered) my girlfriend accepted it and I only realized when i got home that you have sent me the Spartan Collector's edition after I had already cancelled it and received the refund. Like Artyom I was now facing a moral dilemma and being an honest person I wanted to inform you of the mistake. I may have cancelled the order because I don't agree with the publishers decisions but you deserve to be compensated for your hard work. Please let me know how you wish me to procceed I have attached pictures of the box and the postage slip to help.

Kind Regards,

------ -------

Later today I recieved a reply from Metrocollectors that read:

Hi -----,

Unfortunately this was a processing error at our warehouse where the order has still slipped through. As it's a bulky item and would probably cost quite a lot of money to get back to us, please accept the Collector's Edition from us.

Hopefully when Metro Exodus reappears on the Steam store in 2020 you can enjoy the game and marvel at the Artyom statue at the same time.

Thanks for being a moral bloke!

All the best
Dan

Sometimes it pays to be honest!

Well damn. I must say, that is a nice surprise.

Even if they said Steam instead of GOG... whatever that may imply.

That's actually true most of the time.

And a nice gesture from them.

Yeah I was a little confused by that part since I specified GOG but whatever if it ever gets released here and I think it eventually will I will purchase it day 1

Honesty, Kindness and a bit of Understanding will always help with Customer Support or Tech Support.

As I revealed I was a member of the GOG community I wanted to show them what the kind of people that choose this platform are like and hopefully in the future they would stop using DRM and consider this platform for their future releases because yelling and screaming at them won't do it.

Nice try, Sergey Galyonkin!

Lol , had to look up who that guy was!

Amazon once did that for me with a Darth Vader coffee cup. Told me to keep it.

Also people being an arse never helps anyone at all.

That's excellent advice for dealing with any service industry employee, as well. Store clerks, waiters, etc.

I have worked customer service most of my life in one form or another.

If you are polite I will do virtually ANYTHING for you.
If you're an asshole, you're on your own.

Kudos to you being honest, and to them being so nice about their mistake and letting you keep it. Faith in humanity restored!

I've heard that Metro Exodus retail versions (or most of it at least) will be Epic store keys. And that if you wish to have a steam version, you'd have to wait for the next year. Was it true for your package?

I'm reminded of ordering a tablet, and getting two in the mail while only one had the shipping paid for. Paid the $15 shipping to get the 2nd $100 tablet...

Safe to say, labels get printed and double printed sometimes, and sometimes they just don't know what goes where... Or the shipping department never got the memo of cancellations/refunds.