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I purchased a Sonic Forces Steam key for $7.66 (with an additional $0.84 "Service fee" for using PayPal) from a highly rated seller (A-Z Game Shop) that didn't work so I immediately contacted Eneba to inform them. After some back and forth, they responded with "the seller has confirmed the issue with the key. However, they have run out of stock for this particular product. Thus, we have refunded you for the order to your ENEBA wallet." Annoying but at least they refunded me the full amount, so I thought.
I go to purchase a new Sonic Forces Steam key with my newly refunded Eneba wallet only to notice that the seller (A-Z Game Shop) who had "run out of stock" is still selling Sonic Forces Steam keys for the same price, another seller (AAAGaming) was selling Sonic Forces for $7.65, one cent cheaper than the seller I purchased from. I added Sonic Forces to my cart from the same seller (A-Z Game Shop) I originally purchased from and proceed to checkout only to notice that Eneba didn't refund me the full amount, they refunded me $7.64, conveniently leaving me one and two cents short of purchasing Sonic Forces from either seller, forcing me to have to either go through the process of paying an additional $0.84 service fee for using PayPal again or putting my credit card number on their website (which I'm not going to do) and pay an additional one or two cents.
I contacted Eneba to let them know they didn't refund me the full amount and that the seller (A-Z Game Shop) did indeed still have Sonic Forces in stock for $7.66. A few hours after my e-mail, I noticed Sonic Forces suspiciously went up in price to $7.69 (AAAGaming) and $7.70 (A-Z Game Shop) so even if Eneba now decides to refund me the full amount ($7.66), I will still be in the same situation of having to pay an additional $0.84 "Service fee" for using PayPal or inputting my credit card number on their website due to the price going up. I told them I believe it's only fair they refund me $8.50 ($7.66 for the game and $0.84 for the PayPal service fee) or provide me with a Sonic Forces Steam key, guess what happened? They ghosted me.
I have no doubt this was intentional and I wouldn't be surprised if this is a little scheme of theirs they run on unassuming customers. You might say it's only a dollar more and while that's true, it's the principle that matters.
Edit: I like how Eneba's response to me completely ignored the fact that they didn't refund me the full amount ($7.66) and instead refunded me $7.64, leaving me one and two cents short of purchasing Sonic Forces from either seller before the price suspiciously went up a few hours after contacting them about this.
Final Update: Eneba contacted me by e-mail (after this review because they initially ghosted me) and let me know they refunded me the full amount back to my original payment method but they refuse to acknowledge that I was initially refunded $7.64 (not the full amount I paid) back to my Eneba wallet when it was supposed to be $7.66, leaving me one and two cents short of being able to purchase another Sonic Forces key without having to pay another PayPal service fee.
Beware of purchasing from them. I purchased Age of Empires IV and they sent out an e-mail that they will be revoking the key.
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Hello, John.
Thank you for informing us about your experience. Please take note that the reason the price changes at the end is that there are charges added by each payment method, and they vary according to the method you choose and the region/country you live in. Yet, no service fee is added when you're buying using your Eneba wallet funds. In regards to the initial price change of the product, I must mention that the products you can see available on our marketplace are curated directly by the sellers themselves. If you want to wait for a better deal, you can always check back later and there is quite a high chance that the product might just get cheaper since the prices are regulated by the sellers and the supply & demand rule.
However, we're more than glad to help you have this resolved and our customer support team is always standing by to work out such issues! And if you have already created a ticket with them but have not yet received a response from their side, you can always simply edit your review and provide us with the number of your ticket (#1xxxxxx) or your order ID (o-xxxxxxx) and we would be more than happy to forward it to one of our agents for a swift check-up of the situation!
In addition to this, if you would like to get in touch in a more personal and swifter manner, you can always also reach out to us via our social media platforms too, which we have a few to choose from, based on everyone's preference!
https://twitter.com/eneba_games - our EN Twitter page;
https://twitter.com/eneba_es - our ES Twitter page;
https://www.facebook.com/enebaglobal - our official Global Facebook page;
https://www.instagram.com/enebagames/?hl=en - our official Global Instagram page.
All of our members on these pages are here to help you out in just a bit of a more swift manner, by giving your issue a quick forwarding to one of our support agents, whenever such an option is possible for them!
Please make sure to use these resources to your own advantage and we can assure you that your issue will be resolved as soon as possible!
Amber J.
Eneba Team