GAME reviews

GAME reviews

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Awful service. Staff that couldnt care less.

After pre-ordering my PS4 months ago we got a text saying the item was in stock and ready for collection. Get to the shop to be told its not there. Manager couldn't care less. All the staff for some reason seem to think we should be grateful for the opportunity to give them £300+.... The customer service is awful. Worse on the highstreet.

Next gen has been approaching for ten years, plenty of time to ensure they got a system in place that would work.

No communication and service standards.

Lost a very loyal customer and will take my business online.
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Awful stinking company that couldn't care less - GAME.CO.UK

Worst ordering experience ever - I will never ever shop with them again. I will pay more to shop elsewhere if needed.

all forms of communication impossible.
(didnt answer my emails/facebook emails/phone calls (hung up on me twice)/promised things then made excuses/made me feel like a stalker to cancel my order - they still owe me money)

A shining example of how a company should not be run. Greedy buggers
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GAME.co.uk is not for Gamers

Ordererd a PS4, they have been paid in full but after 3 days I still can't even get an acknowledgement out of them that they have the order. Cannot track order on their website and no response to email sent over 2 days ago.
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WORST ONLINE ORDERING EXPERIENCE EVER!!!

I ordered a PS4 bundle on 27/11/13, the website said this was "launch day stock" and since they had decided to put this bundle together for an eye watering £655, I decided that it was probably my best chance of getting one on release day, and since the bundle included a few games I would actually end up buying I ordered it.

The next day I got an email saying the order was being processed, then another later that day saying it had been dispatched. So far so good...

I noticed that there was no tracking number on the email, or any note of which courier would be delivering it.

Needless to say I waited in all day today and nothing has arrived, no email from Game or the courier to say what's going on.

Now onto trying to contact Game to find out where my order is, it turns out the only way to contact them is by a "web chat" and upon logging onto it was told that the current waiting time to chat to someone was 400 minutes (over 6 hours)

It's now 8.45pm, no sign of the courier, no tracking number and I now regret ordering from Game.

I only wish I had checked TrustPilot before ordering, there is a reason Game are ranked bottom in the "Gaming" catergory, appalling customer service!

AVOID THEM
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Xbox One Pre-order Misery

In August I pre-ordered and Xbox One bundle which included a copy of Call of Duty: Ghosts. I received both emails confirming the pre-order of my console bundle and that was that. Back then all pre-orders were supposedly guaranteed for launch day but now they are saying that all orders will be sent out by Christmas.

On the night before launch day I received an email from Game.co.uk stating that they would be taking the money from my account within the next 10 days in order to process and then dispatch my order. I figured this would be done within 48 hours as it is an automated transaction and that I would receive my bundle on launch or within the next few days.

The 10 days for them to take payment has passed and no money has been taken from my account since the £20 deposit. I have sent them a support email asking about my order with my order number included, they estimated 5 working days to respond and it has now been 8 days without a response. I have also attempted to contact them via WebChat but the chat service never connects me to anyone.

To my horror, the bundle which I ordered is now no longer existent on their website and still trying to contact them through all different methods. My account lists my £20 deposit as being 'dispatched' but my Xbox One bundle order is still sitting there.

I have been a game customer for about 8 years and they don't have a track record with delivering pre-orders on launch day but usually within the next few days. Allegedly this is happening a large number of customers as their banner now displays that they are planning to phone customers who are having issues with their Xbox One and Playstation 4 pre-orders but no clues as to when this is happening.

They are impossible to contact and this is unacceptable for a company that supposedly prides themselves on customer service.
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Can't contact, can't get a straight answer, ABHORENT custoemr service

I placed a pre- order for the Xbox One and a game, Assasin’s Creed. I receive the console but not the game. The console isn’t any good without the game. It is sat in its box. It is almost a week later now and I have been trying in that time to get the game cancelled so that I can go in store and buy one. Simple. You’d think. Most operators are telling me that the game has been despatched and cannot be cancelled. Despite the order tracking service stating that the status of the game is unshipped, They also state that I can return the game to store if I get it and don’t want it. One operator, Adam, said you are having issues with getting the stock. The game is sat on store shelves yet I can’t have on because I was foolish enough to pre-order it. Adam’s email explained issues with communicating with Game online as I have tried all avenues you offer (phone, can’t get past automated service, she doesn’t recognise Assasin’s Creed Black Flag), Web chat either closed or 256th in line with wait time over 1200 minutes, got better things to do) and email as I have already explained is extremely unhelpful with disparate answers. Taking the advice of Adam who said go in store to solve the problem something that GAME unlike other online retailers offer, and sort it out face to face. I tried that today. They say they are totally separate form GAME online. They did try ringing head office but after a long wait on hold they gave up and they gave me ths email. How are we as customers supposed to solve our issues if your shop assistants can’t? This knowledge also would appear to render useless the idea of returning the game, should I eve]er get it, being returned to the shop who Adam tells me is a unique service you have yet they deny any affiliation. I’m stumped. I’m confused. I’m frustrated and I’m bitterly angry. All I want to do is cancel the order that Game failed to fulfil and use my money in store to but the game so that I can use the console I also paid for. Not a lot to ask is it? So why is is so difficult?
This is one of around thirty emails I’ve sent this week. Cancel my order please. I won’t be using Game in the future. Poor customer service poor customer relations. If you have supplier issues let your customers know so they have a chance to cancel, It’s unethical, it’s wrong, it’s appalling and don’t offer contact services that are inefficient. Having a lot of wechat calls is not a good enough excuse. Employ more operators
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Preorder playstation 4 Not Impressed!! Uk

I preordered playstation 4 in June.a couple of weeks ago Game sent an email saying they would be taking the full amount out of the bank a little earlier from the 18th nov onwards.well to date the money has not been taken.i spoke to someone at game a while ago to tell them of our new address and to make sure my bank card was up to date with new address just to make sure there would be no problems.now I cannot get in touch with game and do not think I will be recieving my preorder.ive heard nothing at all from Game and will not be preordering with them again.my husbands face dropped when I told him they haven't even took the payment.so disappointed Game!!!
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PS4 PRE ORDED ON 17TH JUNE AND NOT GETTING IT TILL CHRISTMAS

spoke to game customer service 5 times this week asking when they are taking the money they said they will soon and im getting it on launch day and nope come launch day im not getting it rubbish company and never will use again need to sort there self's out.
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Never had a problem

I've used game.co.uk for years now, both for pre-orders and catalogue stuff. I've always found them to be prompt, courteous and efficient, and certainly no worse than other online retailers who are at the mercy of automated systems and the dreaded Royal Mail.

I would be happy recommending them to anyone I know, with the usual reservations when it comes to buying online.
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Pre-order woes

Firstly, wanted to say that I hate having to do this.

I pre-ordered the Xbox one is on August 30th. The advertising stated that I would receive the console on release day. Also the confirmation emails stated the same.

Fast forward to release day, My pre-order is still "unshipped" and when I contacted game they stated that the pre-order was to guarantee for Xmas delivery. I quoted the emails to no avail. I argued what is the point of pre-ordering in August and get confirmation for release day delivery and now they are stating I would get it sometime prior to Xmas!

My problems with this are:
1. Mis-selling of a product.
2. Customer service.
A. Lack of notification of changes to "guaranteed" delivery.
B. Customer service is impersonal,scripted and frankly don't give a crap.

I have been a loyal customer of Game for a very long time through their financial issues as I believed in the company. Well not anymore, they have become the exact thing I despise in a faceless corporate business with no care to their customer base.

I would not reccomend this company in the future.
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Never Again

Please wait. An operator will be with you shortly. If you are contacting us regarding the recent Xbox One or PS4 announcement then please visit our website for all the latest information.
Sally O says:
Hello conrad yorke. My name is Sally O how can I help you?
conrad yorke says:
hi, just received a large order from you including xbox 360 and games
conrad yorke says:
one game is wrong
conrad yorke says:
ordered wwe 2k14
conrad yorke says:
you sent me w13
Sally O says:
can i take the order number(s) please
conrad yorke says:
164144311-1-1
Sally O says:
thank you just a moment
Sally O says:
I am sorry to hear that you have received an incorrect item with your order.

Please return this to us along with a cover letter confirming your order number and the item you were expecting to receive. Our returns address for mis-picked or incorrect items is as follows;

Freepost RSYG-LZGB-UHTS
Game Retail Ltd
Basingstoke
RG21 6YJ

I apologise for any inconvenience this has caused you.
conrad yorke says:
excuse me but i have no desire to start writing covering letters and running to the post office - this is your mistake!
conrad yorke says:
i ordered a certain game and expect that game - not my problem if your pickers cannot get a simple task right now, is it?
Sally O says:
all you have to explain in the covering letter is that the item was mispicked and the game you should have had with the order number.
conrad yorke says:
why should i need to go to that trouble? As I said - this is your mistake to correct
Sally O says:
unfortunately we cannot send you the correct game until we have the incorrect one, and we will need to have a reason why it is being returned. I apologise for the inconvenience
conrad yorke says:
well it is far from good enough
conrad yorke says:
ok i'll return everything - the order was placed together and has not been fulfilled
conrad yorke says:
you can send me the game quite easily - much easier than me running to the post office
Sally O says:
the items that you did receive cannot be refunded if you have opened them, as they have then been used and will only be able to be traded in
conrad yorke says:
you just don't care to do so
conrad yorke says:
nothing has been opened
Sally O says:
as long as all the games being returned ar unopened and in original packaging, we will issue a full refund, however you will have to pay for postage. I apologise for the inconvenience
conrad yorke says:
why will i have to pay for your mistake?
conrad yorke says:
i thing consumer protection will view it differently
conrad yorke says:
your mistake and i'm asking you to correct it
Sally O says:
as i stated, we will give you the correct game, as soon as you send back the incorrect one and put on the package your, name, order number and the correct game you want. Which will all be done for free
conrad yorke says:
yes i understand - at an inconvenience to me
conrad yorke says:
why not send me the game and collect the wrong one on delivery?
Sally O says:
unfortunately because royal mail deliver your game, not game itself. and royal mail do not take packages from peoples home to be returned to the post office, as with all post, it all has to go through the post office first
conrad yorke says:
so, your mistake but i have to inconvenience myself so you can correct it - is that basically what you are telling me?
Sally O says:
unfortunately i am afraid you will need to go to the post office in order to have them deliver the game back to us
Sally O says:
i apologise for the inconvenience
Sally O says:
we will then send the game from our post office back to you, i apologise for any confusion i may have caused you
conrad yorke says:
well if i have to go out i may as well take legal advice while i'm there
conrad yorke says:
you are in breach of contract, you sent the wrong game and now expect me to inconvenience myself so you can put it right - wonderful customer service!!! And by the way - I know you are only following company policy
conrad yorke says:
but my policy is not to let companies like this walk all over me
conrad yorke says:
your mistake - either rectify it or i'll speak with a solicitor
Sally O says:
i understand you are upset that you received the wrong game, and we wish to put this right which is why we will send the right one free of charge, rather than ask you pay postage to return the incorrect game,unlike with our normal returns. however, to send the right one we need the incorrect one and the reason your sending it back, because otherwise to our post department, your just sending us a game for no reason
conrad yorke says:
i'm not upset that i received the wrong game - i'm upset that your company expect me to do their job for them to rectify the mistake
conrad yorke says:
why should i do anything - i ordered a game - if you had sent the correct game i would have no need to do anything .....
conrad yorke says:
but because you got it wrong i have to inconvenience myself
conrad yorke says:
that is my point
Sally O says:
you can choose to keep the game, but unfortunately we cannot send the correct one till we have the old one back, i appreciate that you will need to go to the post office to send a parcel but unfortunately that is the standard for all parcels and that this is an inconvenience, because of this we ask you send it back for free rather than pay postage. Unfortunately your post man won't send the parcel from your house directly. I apologise for the inconvenience
conrad yorke says:
ok well i'll leave the game here and take legal advice - thank you for your time, miss
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NEVER NEVER NEVER NEVER NEVER NEVER buy from this company!

Just incase you missed the subject, NEVER BUY FROM THIS COMPANY!

For a company that was founded in 1991, you'd expect them to know what they were doing by now. With the blip in 2012 where they went into administration, you'd expect them to want to rebuild their reputation and what better time to do that than with the release of the two next gen consoles, the XB1 and PS4. Right? Right? Wrong!

I've preordered an Xbox One Day One Edition with FIFA 14 Download and Call of Duty: Ghosts costing me £474.99. I ordered this on 14/08/13 and paid a £20 deposit which was confirmed by GAME via email.

On 06/11/13, I receive an email from GAME requesting I settle the outstanding balance of £454.99 to complete my preorder. This was completed almost immediately and payment was made again via PayPal. The payment was sent to the same address as my £20 deposit. I then receive a confirmation of payment from both PayPal and GAME.

Great! So far, so good!

On 14/11/13 I receive a further email stating with the subject "Your Next Gen Order Is At Risk - Please Complete Your Payment!‏" and in the body of the email - "We wrote to you recently about your payment for your next generation preorder(s), but it seems that you have not completed payment for your order(s)." WRONG!

So I thought I'd chase this up and give their customer services a ring. Thats when I discovered that GAME don't take incoming calls so I had to resort to the unhelpful web chat. I'm not convinced they even looked at my account and just said that if I've received a confirmation I'd receive the pre-order.

On 14/11/13 I emailed game outlining the above and it's taken them until today (18/11/13) to reply where they have merely stated:

"Thank you for your email.
I can confirm that we are still awaiting confirmation form PayPal on this payment.

If you have received confirmation from PayPal then this will act as evidence that you have paid for you order.

If you have any further queries please don't hesitate to contact us. "

Great, I've got evidence of an order, but WILL I GET MY CONSOLE?!!!

Is the role of a customer services advisor to help the customer sort out their query? Am I going to receive my console? What do I need to do to put it right? What can GAME do to put it right? Any chance of a call - my details were in the email I sent them initially.

So now I've decided to take them up on their "If you have any further queries please don't hesitate to contact us" by sending them a further email which they aim to reply to within 5 working days - great, the console is out in 4!

So, all in all, I'll have to wait until Friday to find out if I receive my console or not. If I don't, I'm £474.99 out of pocket and will have the hassle of trying to get it back. If I do receive it then great! But I won't go nowhere near this company again until their shoddy customer service is improved dramatically!
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Get an item you did not want!

I have received awful customer service regarding a PS4 package which I placed on-line. I placed a pre order for the PlayStation 4 with Kill Zone and drive club. Drive club became unavailable due to the fact the release date changed to 2014. I received an email regarding the change which I understand completely understand. I then decided to look on-line for another package as I wanted more than one game with the PS4 as my pre order changed to PS4 with kill zone. I emailed the customer service to change the pre order to a package with PS4,kill zone, Fifa 14 and a gameware pack. They said this was not possible after many emails and even trying to contact management. They refused to change the pre order and i still not have heard from management. I then cancelled the Pre order completely and went with a rival company. I will never ever use Game again, I would advise others to purchase items from another company or you will be disappointed with the outcome.
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Avoid this company !

Terrible company...same thing International order for COD:Ghost PS4 waited 10 days and nothing ...contacted with customer service and they said the company policy is customer have to wait 45 days for refund ...My first and definitely last order from that company (www.game.co.uk).
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GAME UK - BAttlefield 4 - pre order

Absolutely rubbish service. After placing my pre prder at the end of October I am still yet to recieve my order (today is 11/11/13). After multiple emails enquiring what has happened today I draw the line and use their web chat service to get it sorted out. Their friendly staff tell me that my order was dispatched without a house number on it? This is my fault they say. I supplied them with the correct house number as you have to do this to complete payment, I also supplied them with my phone number, no one called. Now I have to wait for my refund as I have cancelled my order but it has shipped already (in to a black hole) no doubt royal mail will have `stolen` it. There was no way I was going to wait for them to get this missing copy back before sending out a replacement, who do they think they are? NEVER USING THEM AGAIN, incompetent fools.
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Pre-ordered game. Did not turn up. Nothing I can do.

Pre-ordered Call of Duty: Ghost from Game as they were the exclusive UK retailer carrying the version with the bonus map.
Got to release day - no game.
Nowhere to turn - T&Cs say they will not even acknowledge the complaint until 10 days after they have shipped.
I can't go buy the game elsewhere in case it turns up and I end up paying twice.
I can't ask for a refund as they have shipped the game.

If it wasn't for the exclusive map there is no way I would have ever ordered from Game reading the other reviews but assumed these must have been isolated incidents but no game, no options, not happy.
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It's not the best but it's good

It's an good shop but a little bit slow delivery.
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Do not order for international shipping

I preordered two games, only one arrived, around a week late, then i got preoorder bonuses sent separately some days later, and I still have not received the second game even though they both were sent at the same time, but I can't contact them due to their preposterous 45 day policy. This will be my first and last order from them!
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Very bad service, a culture of blaming the customer.

I have been a game customer as long as its existed. I have rarely had many problems, but just recently, the company have become quite unreliable, and down right rude/borderline illegal.

My recent issue is going to cost me £200, and they say there is nothing they can do about it.

Allow me to elaborate. In August, I placed an order including 4 upcoming titles, Saints Row 4, Assassins Creed 4, Marvel Lego Superheroes and Fable Anniversary.

When Game went to take payment for SR4 in August, my card was declined. Game then cancelled the entire order without my authority. I was advised by a Game customer service rep to re-place the entire order after checking my card details were correct. I checked my card details, but didn't re-place an order with them.

But 2 days later, I received a copy of Saints Row 4. The one from the original "cancelled" order. I complained to game and they denied ever taking payment for it. I have confirmed with my bank 3 times now, and the bank (Barlcays) have confirmed they took payment for SR4 on the day. Game are refusing to refund it, saying they have no record of the payment, and will not refund it without proof by me, but my bank statement isn't good enough proof. I am left wondering what is?

Needless to say, I placed the other items on my order (AC4, MLS, FA) through amazon because of this, but below and behold, 2 days ago, I got an email from game confirming that my copy of AC4, is being processed for delivery. Yes, the AC4 on the original "cancelled" order from back in August. Once again, Game have told me there is nothing they can do, and if it arrives, I actually need to send it back to them, because once again, they believe they haven't taken payment for it. I was advised that if I don't want the issue replicating for the next 2 titles on the original "cancelled" order, that I should delete my card and/or my account!!!

For customer service reps to say that;
A) i owe them money when I have been charged
B) i can't get a refund without proof from my bank and a statement doesn't count
C) they can't prevent the cancelled items being sent to me
D) it's my responsibility to stop them from coming
are all quite ridiculous and very frustrating.

I get that game was brought back from the brink by new investors, but these new decisions are totally ruining the company. I went for 6-9 years with little to no problems with Game, and this year has been issue after issue.

I guess my only solution now is to receive duplicates of all upcoming titles, and take back one to a store everyone time, i hope they give me a refund. Marvelous.

Game Details

About this company

GAME.co.uk is the UK's leading games retailer with great deals on video games, consoles, accessories and the latest pre-order games. Free UK Delivery on all orders.

Visit GAME

Contact information

We live here: Unity House, Telford Road
RG216YJ Basingstoke
United Kingdom

Category

GAME is ranked 64 out of 65 in the category

GAME is ranked 23 out of 23 in the category Video Games

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