Atrocious customer service

The customer service has forced me never to order from GAME ever again.
This is one instance of many, recently. I tried to cancel an order IMMEDIATELY after it had been placed. There was no way to amend the order through the site other than changing delivery address, so I contacted them directly to cancel. They asked for specific confirmation the following day, but proceeded to send me the package anyway. I confirmed with them BEFORE they sent the order to which they replied it was too late!
Apparently this has happened to others and is sneaky conduct. Also, they will NOT pay for postage back to them, even if the order is their mistake. Totally unreasonable, delayed, and patronising service.

Currently waiting on a refund for the item that got sent back to them. It's been 4 weeks, and no refund. Extremely unhappy.

Never. Again.

P.S. A few months ago I used livechat and had a very helpful employee, so something must be said for some of the individuals who work there and go out of their way to help you. But that one experience is not enough for me to return.

Not Happy at all

I had pre-ordered the game Last of Us, they didn't say when the payment was going to be taken out from my account and the order was cancelled. I tried to contact game but didn't receive a reply from them and the web chat never works. So from the 11/06/13 till now, i have not heard nothing, these guys don't care at all.

Some good deals and decent delivery but horrible service.

First of all, some of the prices are good but then damn outrageous. I ordered Virtua Tennis 4 for the PS Vita for £4.99 Brand new which in all fairness to Game, was a great deal indeed. They dispatched it the next day and it came the day after that so no complaints about delivery. However the packaging is terrible. Is was not even sent in an envelope, what it was, is a piece of cardboard, just a single piece of cardboard wich had been opened and expanded and then the game placed inside of it. It was so cheap and from that you can tell the company is going down hill. It is nothing compared to websites like SimplyGames and ShopTo.

THIEVERY

A broken website resulting in payments being taken but no tracking of the purchase, no live customer support whatsoever except for a MSN style chat service on their site, which the operators leave often while you talk to them. Eventually, from moaning enough (and I payed £50 for something, but I got no game so I like to think I payed for my right to complain), I had "Jayde" refund me for the problem, but not the full amount. She only refunded one of the two titles I payed for, and the VAT (20%) wasnt refunded either. Its basically digital thievery and there is no way whatsoever you can complain or report the issue. I would say avoid this website and use another online distributor, like Play, Amazon, Tescos Direct etc. Ive never had an issue shopping online, but congrats GAME.co.uk, you changed that!

Game high prices and stupid employees

employees were unaware of an offer they had which i asked for and they mislead me on it and then i recieved compensation though.

they are good when it comes to pre-ordering video games but they're prices are very high for new releases and the offers they do have can be matched by other retailers and sent to you quicker.

also alot of their items are out of stock which can be frustrating if you were looking to buy a new game and their management is messed up. ( i wont explain why as its a long story it just is with employees and conflicting views on what they should do )

Not to bad

Prices are over the top, GTAV was £45. I recived RE6 2 days late but thats it and I pre order close to 10 games a year .

Never had a problem 5* service

I have used GAME.co.uk for a long time now and never had a problem. Recently I had used them more often as they have some great Pre-order bonuses with games. The 2 games I pre-ordered were Fire Emblem and Pokemon mystery dungeon. Both arrived 1 day early with the pre-order bonuses.
I have since Pre-ordered 3 more games.
If anything I believe the company has improved greatly since the take over in early 2012.
My one negative point is no customer service via telephone. I have not had a problem but if a problem were to occur I would like to speak to someone rather then E-mail.

Release date delivery, don't count on it.

Atrocious service, apparently it's too much to ask to receive a game on the release date despite having an order placed for months. Want to contact them? too bad, no call centre to take the call and conveniently the "Wheres my order" section of contact us does NOT work.

Never again.

Charles Wilder Salisbury found this review useful

crap

don't trust them they will steel your money

Charles Wilder Salisbury found this review useful

Good, userfriendly website

I tend to purchase most of my games from Game. I find the website very easy to use and like the way everything is displayed.

Only reason I didn't give 5 stars is due to the fact their pricing can quite often be higher than other places and also their phone lines take far too long to get through to.

Other then that, very good!

Taking Gamestation down instead of game was the biggest mistake ever made in games retail

Taking Gamestation down instead of Game was the biggest mistake ever made in games retail. Gamestation was great brilliant service every time but choose to take that down for the incompetence and general don't care at all service at game along with faulty points system and unstable checkout. Simply can not trust this company at all there are loads out there that do everything to keep customers these do the opposite. The way these run things they'll be closing game too. Glad they dont deserve to be around!

Do not use Game.

Do not use Game to buy anything. I have a loyalty card and until recently bought games from them regularly. On the last occasion I bought Simcity limited edition online but the wrong simcity was sent; so I contacted them through thier email and other than a "We will deal with this query within 7 days." Nothing. You cannot phone them with problems you cannot use web chat as it is never working. I even sent a recorded delivery letter to them which Trading Standards (who are a waste of time) said to do, Nothing.
Game Just do not care and clearly have no intention of rectifying mistakes.
Game are a waste of money, you have been warned.

Missing Pre order bonus

So I pre order Atelier Ayesha from GAME in order to get the Art Book.
First warning sign - It doesn't ship until March 12, 2013 (3 days after the release, but I am ok since I was sure I would get a Art book and it finally arrive Saturday 17, 2013 and I am happy until I discover the Art book is missing...
So I contact GAME via E-mail and don't get a answer until Friday 22, 2013 and the answer is: I am pleased to see that you have now received your order safely. I hope you are enjoying it, and we look forward to your future custom. Please can you confirm which art book you are referring to.

If there are any further queries please do not hesitate to contact us.

So I describe in details and even link to Tecmo Koei Facebook page, where Pre order bonus is list as GAME.co.uk.

Then I haven't heard from them, so this is last time I gonna buy anything from GAME

Been waiting 4 weeks for a delivery... 0 Stars if i could

same as most of you i have been a game customer for a while but I've been waiting 4 weeks for a delivery when its supposed to have been dispatched straight away (due to the email) 3 - 4 days, and you cant get hold of any customer service agents, I've received no reply from my emails and every time i try to use the web chat it says its too busy? probably gonna go under again and ill never see that game or a refund. ridiculous.

Brilliant

The best place to buy Games in Blackburn Town Centre.

Absoutely disgraceful

Been a good game customer for years bought everything I wanted from them my Wii u , 3DS and 90% of my games

But today they have just destroyed my faith in them in 1 shot , I ordered a game from them over a month ago for release on 28th march 13 only to get a email 3 days before release saying it had been cancelled as there is a problem with it , I emailed them and instead of taking any responsibility they just blamed Paypal who I have never had a problem with in the 5+ years I have used them.

Sod game I have gone with someone reliable it might cost a few quid more to get it on release day still but at least I can trust Amazon to deliver and with only 4 day's to go.

Delivery time is appauling

Don't bother ordering from them as the delivery time is ridiculous. They claimed to have dispatched it the day after I ordered it but 1.5 weeks later and it's still not arrived

You can be better than this

Good evening,

Unfortunately, I have to bring to you attention some troubling news. You have been let down badly by the retail outlet Game (Grimsby Branch).

Let me explain, I heard through the media grape vine that 12 months PSN+ was available at a discounted rate in-store at Game for the very generous price of £20.

Having had my ps3 for about a year now never really considered the PSN+ subscription has a benefit until recently Sony have given away full games for free, Mass Effect 3 for free and was the icing on the cake well worth the £20 just for that game. To totally make up my mind, I saw that if you register 12 months you get a further 3 months free at the minute, brilliant I thought, it's my lucky day....

Friday 22nd March 2013 I go into my Local branch of Game see the poster on the wall confirming half price PSN+ at £19.99 I stand in the queue and wait patiently for my turn. I happened to get the manager to serve me, I ask for the 12months PSN+ he scan it and asks for £39.99 I tell him to to hang on and point out the poster to him, after 10 minutes of him checking his promotion paperwork, takes the poster down and tells me it can only be purchased online and the poster is "misleading".

I asked him to honour it for me as a gesture of goodwill he said he can't and gave me a measly 30 day free trial for my inconvenience.

For your information when I've asked in the past to price match online game prices they tell me they can't as their "two seperate company's" please explain to me why this poster supposingly advertising online products is allowed?

I only wanted to bring this to your attention. I am totally gutted as now I can download mass effect 3 for free and only have it for 30 days until my free subscription ends, unfortunately I cannot afford the £39.99 out lay for the full price PSN+.

Thank you for taking the time to listen to me, I don't normally write in or complain but I felt very much aggrieved by this, sorry if this sound petty but I wanted you to know its your good reputation that gets tarnished.

I hope you can take something from this and prevent this from happening again, I look forward to your response.

Kind regards

Matthew Chase

The Yodel of the Gaming World

Well this is probably the last review I'll write about GAME due to the diabolical service received.

I ordered a PS3 A MONTH AGO and got it delivered to my work address which is a thriving business centre about the same size as a football field in a prime location just off the motorway - which believe it or not makes it incredibly easy to find.

However not for GAMEs courier of choice MYHERMES.

After 2 weeks of not knowing anything about it, I called Game to tell them i hadnt received my parcel, but then got told I could only use WEBCHAT to contact game so after about an hour waiting there and many failed attempts i finally spoke to someone who apologised and said myhermes will return the parcel to use and we'll send it out express delivery to you. 2 weeks later I'm still awaiting a phone call from game and a redelivery.

I tried calling to voice my frustration but once again got told to use the crappy webchat... on this occasion after waiting for an hour nobody answered then the 5pm pack up time came and online chat closed.

However this isn't totally games fault but again another company using useless couriers, however their own customer service deserves a 1 aswell.

An absolute disgrace for such a large company.

Quicker deliveries from overseas companies.

Ordered Tomb Raider from Game.co.uk because their website clearly states delivery within 2 business days and the GAME version included exclusive content, albeit £10 dearer than everywhere else. 4 business days later and still no game. When I asked where my game was, Game.co.uk used the age old excuse that it's been lost in the post and I'm to wait 14 business days before they'll do anything about it. Do yourselves a favor, don't bother with this retailer.

Diabolical

I guess you dont reply to customer emails either! On friday I traded in borderlands 2 and far cry 3 to get tomb raider that you have on offer for £1. I walked a 4 mile round trip to do this only to get home to find YOU havent given me the explorer version as described on your website. Not only that...But I traded in some other games expecting to get the extra 25% trade in value against devil may cry but I was told I couldnt. I got home only to find I have purchased a preowned copy of dmc at a staggering £39.99 which is £2 dearer than buying it brand new in different stores. So in a nutshell, You gave me a game worth £5 less than the advertised price, you didnt give me the 25% offer as advertised on your website and sold me a preowned games at a higher price than other shops are selling it new. I would like to speak to a manager directly as this is not how I expect to be treated by a company as large as yours

Way Too slow and lack of logic postage and horrible customer service

Bought some clothes, two preorders, a game released March, one released April 1st. All in stock. Purchased around two weeks before the first game would be released.

After two weeks the clothes came.

Almost a week later, and 5 days after the march game had been released to the public, my march preorder came, Still havnt seen the April Preorder, and Easter holidays are closing in which will cripple mail around where I live. I have given up hope that I at least can get to play my April game on release date.

Update: The game released yesterday, and today at noon a mail confirmed that the game will be shipped, today... great, I'll have it around a week afte release then, so whats the point of buying a game more than a month in advance? I feel a bit con'ed to be honost.

Update 2: after waiting 14 days I lost patience and purchased somewhere else. Game can have yet another purchase send back, this is totally unacceptable, two games in a row dealyed or not showing up at all, and in both cases shipped so late that I would not get them in time even if I lived next door to the central mail hub.


Seriously? Three separate packages when all are in stock? Arriving a week too late depsite ordering two weeks ahead? Not acceptable. Game might look a tad cheaper, but Im going for a local retailer next time, such slow delivery is unacceptable.

Oh, and two ekstra payments came up, out of nowhere. Better hope for them its because they mess around wtih debet and credit for the game I returned, for in case they have charged me an extra £58 for no apparent reason, there will be problems.

Oh. And service is horrible, chat only Works 30% of the time, and response on email is closing in on 14 days waiting. Im godsmacked, never experienced more than a few days waiting time, no matter the size of a Company.

good service throughout

you can only take as you find..good easy site and delivery arrived when it was supposed to and very effiecient
thanks

Preorder Game for release day. Wait several days later and arrived damaged.

Preordered Star Craft 2: Heart of the Swarm months in advance only for it to arrive damaged, and after release day. Not the first time this has happened and is extremely common to arrive late. They insist on using the horrific Yodel service so guarantee a consistently poor, late and damaged service. Best going to places like ShopTo.net that do a 'release date or compensate' as well as easy replacements on damaged goods.

Shipped bit late & download too slow.

I brought Sim City 4 Deluxe PC download 11/03/2013 10:08pm then unshipped been waiting long finally shipped arrived 12/03/13 10:50am and downloaded very slow around 70-150Kb/sec too long to complete 3-4hrs wtf.
My sky broadband speed is 17Mbps (2.1Mb/sec).
Game.co.uk is worse customer service ever.

Next time no more buy from Games is slow download & unshipped, I will buy games from Steam fast download or Aamazon :).

Good, but could improve one thing.

I've ordered from them a lot of games and other stuff...

It was always good service without any major problems, only minors one.

But worst that they have maid is courier they are using, before that had used royal mail but now they have changed to yodel which is worst courier ever.

Once then despatch pre-order game after release date, and that's it.

In general good company.

Sc2 heart of the swarm

I've preordered it months ago. I should have gotten it on the release day(yesterday was global release). Today still i haven't received it! this is so disgusting and unprofessional. I've sent them yesterday an e-mail and still no answer back. I've tried to call but only robots answer. I've tried the webservice and I wasn't connected to an operator even after one hour of waiting. NEVER buy from them.

Don't expect to arrive on launch day!

I ordered the borderlands 2 add on content pack and it was shipped on the 25th of Feb. I only received my order today (12th of March!!) absolutely pathetic! thats just over 2 weeks!
Luckily I ordered the same thing from shopto.net and got it NEXT DAY and was free delivery!
I have been a loyal customer of game for years but this is a shambles! Last time I order anything online with them.

Preordered once and never again.

So I had tried to preorder the Special Edition of ME3 all boxed up and everything. I payed them upfront and waited. Only for them to tell me at the last minute that they'd be unable to fufill any orders of ME3 at all. And because of it being last minute, I was unable to find a Special Edition anywhere else at the time and had to settle for a Digital Download version.

The worst part of it all was I didn't even get a refund. I have no idea what had happend. Let alone how they couldn't fufill preorders made with upfront payments but that alongside there expensive library. (£35 for Super Mario Land 3D New - £30 Preowned). I personally do not recomend them for preorders. You'd be safer trying somewhere else.

Jimmy Bobbins Bull found this review useful

Very disappointing from a company in administration less than 12 mths ago

I have always great service from this company but not this time!! Brother wanted to purchase Skylanders Giants Wii starter pack but needed to purchase the next morning (Sunday) and GAME were the cheapest. We needed to contact the Norwich store to see if it was in stock. Phoned automated customer service several times before it would recognize what I was looking and then all it did was tell me the item was available online or in store - absolutely useless as a service. Then tried to phone Norwich store on the two numbers we found online; one unobtainable and the other no one answered. So emailed customer service with our inquiry to get an automated reply that said because they valued our custom they would reply within 7 day - clearly they don't value it that much. So following day traveled to Norwich on the off chance it was in stock. In the shop not on the shelf so decided to wait in the queue to find out if they had some in stock; they did but it was 'downstairs' so why wasn't it on the shelves? Went to pay and it was £5 more expensive than online; told shop prices were different. I have purchased numerous things from GAME online and in store and never come across this price difference. As you can imagine adding cost of petrol and parking the price was then higher than competitors. This whole episode was very disappointing from a company in administration less than 12 months ago who should be trying their hardest to give exceptional customer service. I was left very angry. GAME you are competing with likes of AMAZON whose customer is impeccable. SORT IT out!!

If you want your preorder on time avoid this company

Pre-ordered an xbox game recently on the website, Aliens colonial marines, they stated it should arrive on launch day, and that, that day was the last chance to pre order for a launch day arrival, received email stating item has been posted 1 hr after sale just before midday, item did not arrive on launch day, and is now 2 days late and counting...

The only reason I went with this company was due to their exclusive versions, but since they cant deliver on time, from now on ill pass and go with a competitor, Shopto, who not only guarantee launch day delivery, but will even offer compensation credit back if they fail to deliver on launch day for any reason.

wildchildgamer found this review useful

assfaces

Pre Ordered Dead Space 3 for my fiance, expecting to get in on release date (Friday 8th Feb) received and email on Tuesday 5th saying it has been dispatched, didn't show up........i pre ordered it in good faith that i would have it on release date, spoke on chat n they had advised me i would have to wait until at least the 16th to see if it shows before they would do anything! luckily it turned up on Monday, but still 3 days late...........and horrific customer service on chat, i also tried to leave a bad review on the site but received email stating it didnt adhere to t&c's.

UPDATE:
new order for a console - placed 27.02.13, should of been shipped 28.02.13, still showing as unshipped at 4.30 (they close at 5) finally got through to chat on 8th attempt only to be given a generic - there has been a delay in shipping your item message, which means i won't receive my console till monday now and due to working all week wont be able to transfer my data till next weekend, i tell ya if it wasn't for the staff in my local game store being pretty awesome i would tell game to F**K right off!


DOUCHES!!!!

Amazing

I bought a PS vita on release last febuary and i recently broke it due to an acident but lucky i though i bought the accidental warrenty too when i got it Think again i get told that there is no warranty on the account and i must phone a number to ask for more info i do so and guess what they say its down to the retailer.
so i go in and say "look well they said its up to you guys to fix this" and guess what i got send on another journey to the web chat service of game and u know what 3 hours brought me from waiting for an operator . NOTHING not a damn thing i waited for 3 hours for nothing now im stuck with a busted vita and an urge to burn the place to the ground for the insult i have been made to recive so here is the lesson folks GAME sucks dont buy from them they are garbage

Do not trust

Orderd microsoft points last night thinking I would be sent an email containing the point's but nothing. Have tried every manner of communication to get in touch with staff but all calls are automated and after have spent a full day waiting for web help to just be told every twenty minutes that my session had ended as all advisors were busy !!!! ... I gave up and went to the belle vale store in Netherly liverpool .After being refused physical points and showing them all correspondence of proof of purchase they managed to get hold of head office who said they would resend the code with no offer of any apology for my wasted day or compensation. And guess what I still have no code and no way of getting hold of anybody. Why does it say that if we have a problem we can go to a store when they have no power to do anything ??? Very very annoyed and disapointed.

Sara Fl found this review useful

Game Manager blunt and rude

In this day and age where the high street is dying and internet sales are increasing every year, you would think that to retain custom, high street retailers would up their game on their customer service.

Not at game! I took my son's xbox 360 to exchange as he wasn't using it. It was an xbox elite with an upgraded 250gb hard drive, not the original 120gb which I stated to the sales assistant who greeted me. The manager butted in and said, we can't take it as it's not the original.

The upgraded hard drive is an official microsoft product and fail to see how this cannot be exchanged. Not only was this a ridiculous situation which upset my son, the manner of the manager was disgraceful. The sales assistant was clearly embarresed and was apologetic when the manager went into the back room.

What leadership example is that to set to their staff.

An email to game customer service was answered four days later saying that the area manager would discuss with the store manager and get back to me. Good job i didn't hold my breath as I'm still waiting 6 months later.

No wonder they have been in administration with a lack of ability to retain custom in an increasingly competitive area of business.

I used to shop there frequently, never again!

Appalling Service

"Here at GAME we pride ourselves on our customer service and hope to resolve your query within 48 hours"NOT!!!
What a stitch up. I bought downloadable points online for speed, although it said they were emailed they were never received. They said these can be found on MyDownloads, but when I signed in, it said there was no activation code. I emailed & got an automated reply. I then received another automated reply saying does this resolve my query. I said no, & still have had no response. So I rang them to get told, you cant talk to us, use webchat. Guess what webchat is unavailable! I then resorted to leaving a bad review. To receive this reply "If the Review meets the site's editorial requirements, you will receive an approval email and we will post the Review to the site. Thank you for submitting your Review." So therefore they wont allow a bad review. I have been conned money taken, no goods, no contact. Ebay is more reliable then Game!!!!!!!!

OMG!! Is this shop for real!!

Firstly the statement that GAME beats any other trade in price on games is bollocks not without proof they don't and guess what no other store will actually give you proof and the staff in GAME cannot check online although apparently online prices are checked and updated everyday by GAME.
Also beware of the games on sale in the shop as when you get home you may find you have been given a used copy!
I went to buy a game on sale every case in the shop had reduced from 42 to 32 there was no sign that these game may have been previously used as they were presented and sold as new however when I got home there was no seal on the game and the disc had clearly been used and showed signs of damage. As I was sold the game as new I went online and made a complaint in regard but have received no explanation and no satisfactory response.
AVOID THIS SHOP IT IS UNTRUSTWORTHY AND CUSTOMER SERVICE IS THE WORST I'VE EVER EXPERIENCED!!!!

I cannot believe I fell for this rip-off - and got nothing for my money

In the mad rush for the right Christmas Present I bought a game for my daughter, displayed in a DVD box at £29.99. I went to pay and was told that they didn't have any discs and I was buying a download activation code. So I accepted that, after seeing the slip of paper they sold me, with the download activation code on it, and a notification saying: 'GAME will refund or exchange all Christmas Purchases returned before 12th Jan 13'. So I thought 'what the heck - if it doesn't work I will just return it. And guess what. It didn't work - on the Origin website to download the game from, not only did I find out that the true price for the game to download was £9.99 - not £29.99, but the code that I had bought was not recognised. So I had not got anything for my £29.99.
Not a problem, I thought. Game is a High Street Chain - they will of course refund or Exchange this - it says so on my receipt.
Not!!! A really arrogant Deputy store manager, Steve Jones in the Hereford Branch told me that NOTHING can be done. If it doesn't work, I will have to take it up with www.origin.com - which is an american web site/company for downloading stuff. If a code doesn't work, you can always call them in the US. GAME can do nothing about it - regardless of what is printed on all their receipts!
So, I have paid £29.99 into the pockets of the directors of this company - and I don't have a leg to stand on. This is not only illegal - it's also really sad that such a low life, disrespectful and thieving culture/mentality and philosophy can exist in a big company. What I don't understand is how staff want to work for a company blatantly breaking the law, and defrauding customers. Very Sad...

The worst service by far

I ordered three games for the playstation 3 (Red dead redemption , Call of duty: modern warfare 2 , Infamous 2) on november 19th. It has been over a month and still , i have not gotten the package. I contacted the costumer service about four times and the first time , they told me to wait for it , second time , they said the same thing , the third time , they said that they will send it again and i would get an email that it would be shipped, i got no email. The last time i contacted them , they told me to wait 45 days.
by far the worst service i have ever gotten!

terrible experience

well.....i have tried ordering just over £100 worth of bits for my little brothers at christmas.....everytime i have placed the order i recieved an email giving me my order reference.....about an hour later i get a second email stating my order has been cancelled.....

just thought i would check my credit card account and the wonderful "game" people have decided to take each of the payments.....£500 +

so, i placed the order-which has turned into orders!!!, they take the payment.....and then they decide to cancel the orders

absolute joke of a company, terrible customer serivce, in an ideal world there would be a "customer service department" that would be contactable rather than a web chat service.....

or i can email them and promise to get a reply within 48 hours.....great business model :)

luckily i am in an ok situation financially however i am sure there are families out there that if this happened to it would have an impact on their christmas

i would not entertain dealing with this shower of "sh&t" ever again

and.....the web site said i had to give them a star and couldnt leave it on 0.....so i have marked them as 1 star, which is actually a lie-they are 0.....and that is being kind

adam