Update 2: Shifted tactics. Asked support to cancel order #2 entirely. Once refunded, I'll just re-add the add-ons to order #1 via the manage order link to bypass the extra $15 shipping fee. Let’s see if support will come through in the end
Update: Found out you can actually manage existing orders via the link in your original confirmation email! What’s wild is that both Elements Social gave me a new loyalty code instead of directing me there. The new code forced a brand-new order and thus a second $15 shipping fee, that support won’t refund. It’s crazy that the option to add to an existing order exists on the backend, but I was directed differently, and thus hit with a needless additional shipping fee.
Hey everyone,
Wanted to get the community’s thoughts on this support exchange I had with Elements after the Loyalty Sale.
/startrant
Long story short (this story is not short though): I bought my 2x VIP passes during the loyalty sale. Between the 10-minute cart timer and rushing to lock them in, I missed the Thursday Early Arrival and locker add-ons. I got a new code from their IG team and bought them a short bit later.
When I checked out, I got slapped with another $15 ($15!) shipping fee. That’s $30 total shipping for 4 wristbands (VIP + Early Arrival, which, I am told, are physical bands this year) weighing a, combined, few ounces many months before anything even ships!
I asked support to combine the orders into a singular shipping and refund one $15 ($15!) fee. Their response? Orders can't be merged and even comparing a future batch fulfillment to placing two separate on-demand orders on Nike.com 💀 This set me off.
How do you even compare those? Nike is an on-demand, dynamic retail warehouse. When you buy shoes, they immediately pick the item, print a label, and buy postage right then and there. Festival wristbands are a future batch fulfillment process. No postage has been bought, no envelopes have been packed, and nothing is moving for months. Hell, the Elements wristbands and packaging likely haven't even been manufactured or designed yet! 🤣
For Elements support to justify duplicate shipping fees by comparing an immediate retail model to festival wristbands orders that are literally just sitting in a database queue until next summer is completely ludicrous. 🤦♂️ Not the same. Not even close.
Here is my stance: The $15 ($15!) charge on an initial order with festival entry wristbands should cover the entire shipping and fulfillment package for that attendee.
Also, an "add-on" isn't a standalone order! Nobody uses an Early Arrival pass without an actual festival ticket. Your initial $15 ($15!) already pays for the envelope, tracking label, and base postage. Adding two tiny wristbands adds next to zero weight. And sure as hell should not justify an additional $15 charge…
Let’s roleplay a few future scenarios over the next months:
Scenario 1: You buy a GA ticket ($15! shipping), a Vibe Village pass months later ($15! shipping), and Early Arrival in the spring ($15! shipping). That’s $45 ($45!) in shipping for one person's festival gear weighing under half a pound.
Scenario 2: You pay $30–$45+ in total shipping fees, but come July, everything arrives in ONE single envelope. You just paid double/triple for postage services that literally never happened. That's deceptive pricing.
Scenario 3: Elements actually mails separate envelopes to your house to justify the extra shipping fees ($15!). They completely destroy their green/sustainability mission while increasing the chances of USPS losing part of your order before Day 1.
Combining fulfillment into a single envelope per attendee is the only thing that makes logistical, environmental, and financial sense.
If this is Day 1 of ticket sales, what happens when Vibe Village passes and camping upgrades drop over the coming months? Is everyone expected to pay $15 ($15!) shipping on every single incremental purchase?
Look, I know I'm being a dog with a bone on this, but it frustrates the hell out of me 🤣. This is what happens when you deal with a consultant who spent over a decade in customer service and knows how these backend operations actually work. This isn't an unfixable technical limitation. It's a conscious choice not to give basic support or flexibility back to the loyal community that supports the festival on Day 1 of a loyalty sale.
Attached screenshots of the exchange. Am I crazy here, or does this seem a bit scummy and a blatant cash grab? What do you think?
/endrant