GOG Reviews

After a painful 4 hours attempting to get fallout 3 to work I gave up and requested a refund, the team at GOG immediately actioned my request. This isn't the first time they have been understanding and quick to assist/ rectify an issue.

Excellent user support service.
They solved the theft of my account in two days.
Always very respectful and with very clear information for guidance.
Excellent work. Keep it up!
Hugs from Brazil.

If you ask for a refund, they credit your "wallet" on their website instead of refunding the way you paid. That's fine if you want to continue using their services, and use that money for something else on their website. However, be warned that they will tell you that there's nothing they can do if you don't want to use that money for anything else, and you want it refunded another way. They will tell you that once it has been refunded to your "wallet" on their website, there's nothing more they can do! Don't get ripped off!

I was GOG’s ideal customer. I bought more games than I could play, partly to support them, partly to support developers releasing DRM-free games. I have 532 games on my account. I always promoted GOG on social media. I linked to their sales. I regularly wrote about DRM and pushed people to buy from GOG. I’d been with GOG since it started: my first purchases were Heroes of Might and Magic 2 and 3 in 2009, c. 12 years ago. My point is that I was more than a customer, I was a kind of super-fan, a supporter.
I thought GOG was a good company. That it was trustworthy and honest. An underdog. That it wouldn’t act like the big companies I distrusted. That it would keep promises, and not be afraid to do the right thing.
One of my favourite genres is horror. I’d been looking forward to Devotion because of the good reviews, so when I saw Red Candle’s announcement that it would be coming to GOG on Dec 18th (2020) I was really excited. I’d only just finished playing Frictional’s Amnesia: Rebirth (bought on GOG, of course). Then GOG made this announcement:
“Earlier today, it was announced that the game Devotion is coming to GOG. After receiving many messages from gamers, we have decided not to list the game in our store.”
That was immediately off, and raised way more questions than it answered. Gamers? All I’d seen was comments from gamers excited to play Devotion. Had GOG really received a huge number of messages asking them to cancel it? How many messages did that require, to cancel a game? What if they received messages asking them to release it, did they keep a tally? This seemed to be a huge change in policy for GOG, that now decisions to release a game or not could be determined by messages (via an undeclared channel, and undeclared amounts of messages, and non-specified how they were confirmed for authenticity as individual GOG customers). But no explanation of the change occurred.
I tried asking GOG about this. I raised it in their forum. Before long, they threatened to close my account (presumably removing access to all the games I’ve bought, without any form of refund or compensation). No doubt they sent the same threat to others, to try and stop people asking questions. I asked on social media. They blocked me on Twitter. Even if I wanted to, there’s no way I could share links to their games or sales on that platform any more. I emailed their support, asking about this. Twice. No reply.
In itself, that behaviour – burying their head in the sand and ignoring customers – is irritating. But it also exposes a definite lie. Their website has a specific promise under their “Customer-first approach” (I suspect they will remove this in the near future):
“Direct contact with GOG Team. Have a question, need help or you just want to talk about great PC games? Reach out on GOG forums, tweet at us or drop us a message on Facebook, and we'll get back to you.”
They portray themselves as helpful and friendly, but they go further: they state that they’ll respond via those channels. And that is a lie, because they have ignored thousands of messages in all those places. They have responded to other comments, unrelated to Devotion; but on that topic, dead silence. The staff clearly have orders not to respond, whatever their personal feelings, whatever the truth, whatever the policy on the website says.
That is not treating customers with respect. It’s a lousy attitude. It’s disappointing when people have developed loyalty, because they had believed they knew what the company stood for, and that it was something good.
Every single day I hoped GOG would see sense. There was a way back. They could apologise to their customers. They could release the game. They could tell the truth. They could stick to their principles.
But GOG hasn’t changed. I am so sad to see this happen to a company I respected. I’m sure there are good staff at GOG, who believe in the original mission. I’m sure many are frustrated. Many will be sick of this topic, and also hate the silence enforced on them.
I apologise that this is a long review.
As a purely customer support issue (and regardless of disingenuous comments and poor decisions): ignoring customers, or threatening and blocking them, is poor customer service. I’d never recommend supporting a company that behaved in that way.

I bought 2 games from GOG, neither of them worked. These were my first two purchases from them. I put in a ticket describing the problems in clear detail and explained that I had already tried everything suggested with no results and requested a refund. Got an automated email from them simply stating that my ticket was 'general in nature' and is now marked as Solved. No one ever contacted me. I've dealt with my fair share of scumbags before but GOG nailed it.

Gog's support service was prompt and clear, with easy to follow instructions that resolved the issue I was experiencing. I even learned a few things while enacting the fix. Gog support respects its customers.

We all know when it's good it's good, but you can truly assess the reliability of the customer service when something goes wrong. So first case was when I ordered a game that I couldn't get to work at all on my computer. They tried their best to help me, but when it didn't work, they have refunded my purchase in full.
The most recent issue was when I lost the access to my email and couldn't enter a 2FA code sent to my old e-mail. The customer service resolved the problem in a little more than 1 day, and that includes the time they had to wait for my reply with details regarding my account, so they could verify it was really me (questions were reasonable, too). To top it all of I filed the ticket on Sunday and I could log in again to my account on Monday morning. Great customer service, very reliable, highly recommend.

I ordered the wrong game, which was not compatible with Mac. In less than 5 days, I got refunded on PayPal.
Thanks again to Tixije.

(I dont know about a technical or game-world&dev stuff.)
(I dont know if the Galaxy is perfect but it does exactly what its supposed to do and isn't a problem at all.)
Gog Galaxy is like steam client.
Games sometimes on mad-low sales.
Customer service is polite, effective, and fast, even in 'our current times'. [Wait a few days, you wont die]
* When i couldnt find my library because it was in a stupid 'modern' hidden menu they helped me.
* When i bought the wrong game (stupid-similar titles and pics ahh) i asked them for a refund. They got back soon and refund to original payment (or store-credit). **NVM i think that was humblebundle!** but i accidentally contacted Gog about it, they replied, i was like "oops ok-"
*And since ^ was a 2-checkout purachse, it refunded both, but the other game wasn't on sale anymore, i asked to buy at the same price as i did before, they complied. All fixed.
From a customer perspective, perthect.
____________
Now i own 17 games including Dragon age, Dead space, Fallout 3, Kingdom come deliverance, The Witcher 3, etc.
Full prices combined: 422$, Sales Prices total: 94$. [+some kinda promotion discounts-?]
These games will surely be friends for life.
All carefully approved games, with prices compared across shops. isthereanydeal.com is how i found GoG.
BRuh. This may be THE best place to buy them.
(Now i need to buy a computer to run them, hAH. In due time)
...
Meanwhile, Steam, is exceedingly difficult to even contact support, takes, a bit longer, and im currently locked out of my account because its not accepting my correct&reset password. f_ great. So i cant play the games i own or contact steam friends until they write back/fix it. -.-
EDIT: Wrong username because it uses an old-as obscure name i havent seen in years ffs. so, nevermind.

I have asked for a refund 20 Dec when I already specified that I wanted refund to my GOG Wallet. Instead of giving me the refund the support replied to me asking if I would accept refund to my Wallet. It seems that the support don't even read the e-mails!
The only reply I got told me that they are too busy taking care of the winter sales.
I was a loyal customer, even paying more for their games. A pitty that, like everything else, their service is getting worse.

I had requested a refund for Cyberpunk 2077 on GOG.com (as i was not satisfied with the game's unacceptable released state.)
The Refund process was trouble-free and the team were very polite, attentive and quickly arranged my refund.

If I could rate 0 stars, I wouldn't even give them that high of a rating. 3 weeks, no response to my ticket. All they care about is money. They don't care about gamers or the games.