Reply from PlaysumApr 28, 2025
Hi Louis, thank you for sharing your experience and bringing this to our attention.
I’ve just replied to your email directly as well with a full refund and you can also keep the game once it's in stock (I'm pushing with the publisher to get this done asap)
First, I want to sincerely apologize for the frustration and long wait you’ve experienced. And I want to thank you for being as patient as you have been for so long.
At Playsum, we work closely with publishers and distributors to keep our key inventory stocked, and the majority of games are delivered instantly. However, when a title goes out of stock, it moves to back-order status-allowing customers to secure the current sale price and receive their key as soon as more are supplied by the publisher.
Back-orders are usually fulfilled within a few business days or, on the longer side, weeks, but we recognize that Bakery Simulator has been an exception, and this is not the experience we want for our customers. In recent weeks I've been communicating with our distributor and the publisher to get more keys in for Bakery Simulator, however it slipped past us that there was still a pending back-order for it. Had I realized, we would have reached out sooner.
With back-orders, for transparency, there is a button and messaging on the product page and checkout page that the game is on back-order, so that customers can make an informed purchase. We've made several improvements to our store in the last months, and we continue to improve this with an upcoming feature that will provide an estimated wait time for a back-order based on past resupply times from that publisher. As a small, growing business, we’re always learning and working to do better.
I’m truly sorry for the inconvenience and disappointment. If you have any further questions or need assistance, I'm here to help
Thank you again for your patience and for giving us the opportunity to make things right.
Best,
Alex Boyd
Co-founder & Co-CEO
