So yeah, saw the Elder Scrolls and Fallout bundles on offer, and decided to buy them. The site seemed to be having a bit of trouble sending me to the Paypal page, but got there after a few attempts. I paid as normal... but was sent back to the checkout page with the items still in my cart. I checked my Paypal account, and the money had indeed been taken, and I got the Paypal email receipt, but GOG didn't add the games to my account.

This was on Thursday evening (GMT+1). I opened a support ticket immediately and got an automated response. Since then, no communication at all. They're simply ignoring it as if I'm some scammer trying to get free games or something. Disgustingly bad customer support. So what now, is there some actual non-automated support team (that reads emails) who I can contact to get this sorted, or do I have to get Paypal to force them to refund me?

As far as I'm aware GOG support doesn't work weekends, so if they didn't get to you on Friday it's likely you'll have to wait until Monday or Tuesday or so. It's really annoying, but unfortunately that's the way of things.

Or contact paypal and reverse the purchase.

@FearfulSymmetry
Okay, thanks for the info. I guess I'll wait until Tuesday evening then, but if they haven't sorted it out by then, they'll have lost a customer forever, along with anybody else I manage to dissuade from trusting them.

@amrit9037
Yeah, that's what I'll be doing if they don't sort it out quickly. I know Paypal will get me the money back if I open a dispute, but it'd likely take at few days for them to investigate, and I'd prefer GOG to simply add the games I've purchased to my account, so I have to wait for now.

"Along with anyobody else I manage to dissuade from trusting them"? You make it sound like GOG runs a criminal empire. ;) You're of course free to stop purchasing here, but that does not mean that GOG is untrustworthy. I own over a hundred games here and rarely have I encountered a problem. GOG's support is slow, that is true, but when they do get to people's problems they are usually handled to everyone's satisfaction. Besides, payment issues are hardly exclusive to GOG - I have had the exact same problem you describe happen to me on Steam.

I'm not trying to bash you, I just want to offer some perspective. You are understandably frustrated, but that does not mean that the entirety of GOG is untrustworthy.

They will, just relax.

Since you paid with paypal there is one thing I can suggest that worked for me before, although it was a long time time ago - it might not work the same way now with all the site changes there have been since then.

Take a look at your paypal payment confirmation email. The description should be a bunch of characters, an underscore, then a bunch of numbers, e.g.:

0123abcd456e_123456789012345

Copy the string of characters before the underscore and paste them to the end of this URL:

https://www.gog.com/checkout/

(using the example above it would be something like: https://www.gog.com/checkout/0123abcd456e)

Then go to it using your browser. If it works as it did for me before, it'll then register the paypal payment & complete the checkout process successfully.

Here's a thread on the same subject, with a response from a blue (GOG member):
http://www.gog.com/forum/general/gog_hasnt_given_me_my_games_after_i_payed_for_them_twice/post20

Did you get GOG confirmation email? (Your order #xxxxxxxxxxxx is complete!‏)
Is the purchase in your Orders History?
Verify that your e-mail adress associated with your account is correct.
You did use "My orders, payments and downloading games" -> "Successful payment not processed" when you send the support ticket? As far as I know, payment problems are given highest priority in GOG support system but that only applies if you use correct inquiry and problem type.
What browser are you using? Any script blockers in place?
Considering your account's age, is it safe to assume this is not your first purchase?
Did you use same payment option previously?

Usual response time from GOG support is 2-3 business days (take into account GOG's polish business hours, polish holidays and weekends). While I've seen half a dozen similar complaints over past two months (and there probably others I've missed and some that did not complain in the forums), they are hardly common considering GOG has millions of users but they do unfortunately happen (big sales are especially prone to cause all sorts of problems). This is unfortunate occurance and I do hope GOG staff gets back at you and fixes it for you as soon as possible.

@FearfulSymmetry
Hey, I'm not suggesting this whole thing is a premeditated scam or anything like that, I'm saying they can't be trusted to get it right, because their payment system has a very serious issue and their support system is inadequate at dealing with it.

@adamhm
404 error. The games still aren't in my account. Thanks for the suggestion anyway.

@grimwerk
Thanks, but it doesn't really tell us much, just that they acknowledge there is/was a problem. If they're going to simply refund me in their own time and expect me to repurchase the games at full price (or anything from them ever again), they can forget it.

@Petrell
Thanks for your response.

No, no confirmation email from GOG.
Just checked my order history, and it does list them as pending (about 1h35m left to complete), and says "not paid yet". I don't know if I should go to "complete this order" though, because I've already paid, got confirmation from Paypal, and the transaction appears to be complete on that side. I don't want to get charged twice.
Yes, I used those options when I opened the ticket.
I'm using Firefox. It does have uBlock, but has never caused a problem here before (I just use it instead of adblock).
Yeah, bought lots of stuff on GOG before, and always with Paypal.

Hmm, try the "complete this order" thing to see if that gets it to register the payment & if not then don't go through the payment process again.

Guys..please tell me.. is this the norm?
Some temporary problem happens and people get immediately mad and start with (naive) menaces.
Gog is far from perfect, but wtf, do I belong to a minority with human patience?

Oh, come on... What menaces? I'm not threatening to do anything, other than not buying from them any more, and giving honest advice to other consumers when it's appropriate. It's not naive to not do business with people who aren't good to do business with, or to let others know about your experiences with them. And I'm hardly going berserk about it, I'm just disappointed and a bit frustrated by their lack of response. Don't blow it out of proportion, please.

As for patience, well that's relative. If it's a game with some minor bug that needs an update or something like that, then yes, I'm much more patient, but taking payment and then not acknowledging the transaction took place at all and ignoring support requests is a much more serious issue IMO.

@adamhm
I just tried it, but it takes me back to the checkout page.

I had an issue using PayPal where I got charged twice for a particular game. I sent an e-mail to their support and I made sure to specify the date on which I made the purchase, the transaction number from both GOG and the PayPal payments.

While it took a few days for them to respond (and it wasn't surprising since it had just been after Witcher 3 went out into the wild), they did respond and correct the issue. (I chose a store credit instead of a refund, because I knew I was going to buy another game.)

I am pretty sure that they won't ignore you; however, do make sure you provide them with the information they need to track down the transaction (both their and PayPal's confirmation numbers) and it might be a wait, but they will make it right.
No, you're not in the minority. Patience is a virtue --however, many people tend to not practice it often and bad vices come easier than virtues. :)