“preordered the Silent Hill 2 Steelbook edition from GAME. I was then notified by email that the steelbook was delayed.
After waiting almost a month I contacted customer service just to be told that I would not be receiving my item as it was out of stock.
GAME also charged more than other retailers for the item, plus their ridiculous £5 delivery fee.”
“Twice in a row they have missed the pre-order date. The first time I ordered click and collect with over a month notice, on the release date I turn up to the store to be told they have stopped click and collect on the weekend. This then lead to my contact with customer services who admitted an internal error on their side, they then took weeks to fix, and then eventually I got the order weeks later.
This current active time is from another pre-order done with months notice, this time for delivery. I was told on the day of delivery that there's an error on their internal system and they aren't able to provide me a date it will be delivered. I first raised a ricket 17 days ago and it STILL hasn't had any reply. The web chat keep saying they will escalate matters, but I'm once again waiting weeks for a delivery and still have had no contact from them to clarify where my order stands.”
“I have always bought my games from GAME UK. However, will no longer be using them moving forward!
I pre-ordered Black Ops 6 on July 1, 2024 for the price advertised on their website. All was well until I received an email from them a month later saying that my order was cancelled without any explanation! I checked my online GAME account and there was no pending orders showing and I still can't see my order history for all the games I've purchased through them! I then tried to contact their customer services. There is no phone number available first of all! They also make it extremely difficult to get in touch with their online chat. Every option I selected directed me to their FAQs! I had to then select the 'Product Information' option to get me connected to online chat! The agent assured me that my order was still in their system and that the order cancellation email was sent out due to a system error! With regards to my order not appearing under My Orders on their website, he said that it will be rectified!
After a few days, I then receive another email from their customer services stating the order has been cancelled "as per my request". I replied back and said I never asked them to cancel the order to which they replied back saying the order was cancelled due to low stock. How can you run out of stock a month before a game's release date!!?
The reason I am frustrated and annoyed is because on multiple occasions they provided me with conflicting and incorrect information regarding the status of my order. I asked for compensation for wasting my time by providing me with incorrect information so many times and also for the time it will take to pre order from another company! My request was completely ignored by them!
Also, they are still taking pre-orders for BO6 on their website even though they do not have stock! Go figure!
Message to GAME - Please do not ask me to get in touch with your customer services team because they were of no help! Get in touch with me if you want it dicuss providing compensation for messing me about and I'll then consider shopping with you again!”
“Game have terrible customer service. I went to buy an item instore but quickly checked online and it was cheaper. The staff told me it was the online price but the same product. They contained to explain they have this offer to pick up from the store where you then get a discount for the postage charge. I did this and it was a different item turned up than I wanted. They would not fix in store and told me I had to do this online. I then couldn't get through to anyone on the phone, was told different things on live chat where I waited in twice and nobody came, then I got a very unhelpful email eventually a month later. I would say I had to do an online chat about 5 times and was fobbed off every time. I eventually had to get paypal involved as there was no talking with Game. Ordered early November and only just got sorted late January. I will refuse to use Game anymore, instore and online. It's really sad what this company has become as it used to be my go to in the past.”
“deliberately sending my item to the wrong address
I've placed an order today - some details, including my address, were imported from Klarna - I was never given the choice to change the address, I thought It would happen on the checkout, but it never did.
basically Klarna had a very old address of mine, I don't live there anymore.
I contacted Game support literally 30seconds after my order was placed, to rectify the address issue.
They said they can't do anything, they can't even cancel my order, so they are deliberately sending my item to the wrong address.
The overall customer experience was very poor, with no guarantee that I will get my item, in fact no solution at all - as far as they can see - I've paid for the item, they don't seem to care whether I get it or not.
surely this is not legal or the bare minimum in compliance with UK Customer Rights, when 30seconds later after placing the order - the company is refusing to cancel your order, OR refusing to change the address, knowing the item will be delivered to some strangers.
This is unacceptable.”
“I bought a Pokemon Scarlet from GAME.co.uk because they said they would provide a Pokemon figurine in their Twitter post and on their website.
Soon after I placed my order, I found that they had silently removed the bonus from the item, so I was worried and started asking them if I could get this bonus.
I asked many times, and they could not give me a clear message, which was just the cut-off date of the bonus. They could only tell me general information and claimed I would get this bonus 'while stock last'. They did not want to give me clear information so that I could purchase elsewhere. They did not tell me the bonus cut-off date until 2 hours before the parcel arrived. They told me the cut-off date was 7 Nov 2022, which they should have known before I placed my order. They did not clearly inform customers about their cut-off date so they could get more orders.
Because of their trick, I waited for the stock to arrive, and I got nothing. I must pay for the return postage myself if I want to return it, and I do not think they will refund my delivery postage (postage for getting the parcel). Because of the postage loss, I will not return the item. Returning them will make me lose even more. I treat this extra money as a fee to see their true colour.
They are very dishonest/ chaotic about their pre-order bonus, so I recommend you not to buy from them. You will only get your bonus 'while stock last'. You can never tell when their stock will run out and how many stocks they have before you cannot easily cancel your order. Even if you go to Paypal to dispute, it isn't easy to prove you are right as they will not include any pre-order bonus information in your order.
I wish this pre-order could turn out to be good so I would have become their loyal customer, but unfortunately, they are making me very disappointed.”
“Embarrassingly bad customer service, they even take pride with how bad they are, they actually put more effort into being lazy than in actually doing their job.
They will take a week to respond, only to give a one word unhelpful response with no elaboration.
Oh, but if you call them out on it? They will respond ASAP where they will sulk and cry at you for calling them out. Thats right, thats where their effort goes.
This is the only way to contact them, utterly pathetic.
Terrible website too.”
“unable to pre order . they need to employ new website developers .
very difficult to get hold of customer service wise .
no online chat
ive sent 10 plus emails in got no replys .
do your self a favour and order through amazon or currys .”
“Made me wait over 5 hours for a PS5 in a queue. Finally got to checkout, console only was sold out so had to get a bundle, once I paid and order confirmation came through email I got a second email cancelling my order. Security problem? My personal card, my registered address, my email and my telephone. How can it fail? I've used Game for years but no longer a fan. They've upset alot of people today and this is going to cost them in the long term.”
“Total lack of customer service. I ordered an xbox package for 1-2 click and collect. Hadn't arrived after 5 days so I cancelled. Hadn't left the warehouse and this was verified by staff in the shop. Wasnt refunded and then promised a refund which would take upto 21 days later. Two months later I'm still waiting on my £400. Simply awful customer service and anyone contemplating buying from this company needs to check out small the independent review site as I'm not alone.”
“I ordered a Boxs Set online but didn’t realise that I ordered Blueray instead of normal DVD (my mistake) when it came to returning it- it took 4 emails and 3days later for a response.
As there was nothing wrong with the item they refused to pay for the postage and packaging. I thought it might of been covered when returning the parcel.”
“Always love popping into game to look at the new stock and always leave very happy either having bought something or had great customer service for something I'm looking at buy-in gin the future.”
