Game Retail Limited

Hi, I was recently in your game store in Basingstoke (This should be your flagship as this is also where your head office is). I spent £89.99 after the transaction was finished the store assistant mentioned the reward card. I asked if I could have one, and he said yes, I dutifully filled out the relevant paperwork and asked if he could add my points from the purchase I had just made. He told me no not once the transaction had gone through. I am FUMING! Firstly why bother upselling after the fact? Secondly, where is your training and customer service being handled and by whom because clearly they are incompetent! If you offer a reward card that should be the first question asked at the point of sale and it should go somewhat like this: Salesperson: Hi, did you find everything you needed? (Upsell point 1). Customer: Yes all good thank you. Salesperson: Do you have our reward card or app that you can use with this purchase? Customer: No, tell me more. Salesperson: Well it offers... and ...(This is your opportunity point 2 to refer to the fact that there will be deals/offers available to reward card customers). Customer: Great I'll take one thanks Salesperson: Is that everything? Will you need a bag? (Upsell point 3, charge for bag and possibility to upsell something from around countertop). Customer: No thanks I have a bag. Salesperson: That will be £89.99 thanks you cash or card? Customer: Card please and places card over the machine to pay. Sales person: Right that's all gone on, here is your card, and receipt don't forget any issues you can exchange or return here in store have a great day. Customer: Bye. This then allows multiple selling opportunities and gives the customer not only what they came in for but the app/card as well to encourage further purchases. YOUR SALESPERSON DID NONE OF THIS!! Now I am left with a card with zero points and a receipt that tells me I could have had points. I am very unhappy. At the very least I would like you to add the points to my card. My recommendation would also be to look into how your staff are trained and monitored and actually start generating additional income for the business. Having been a trainer for some years it absolutely disgusts me how little customer service training front-facing staff have had. My card number is: 1002 13** **43 2 Name: Mrs Louisa Bedford Address: 34 Edgehill Close, RG22 5AD Yours Faithfully Mrs Lou Bedford Receipt number: 503440****427122****670030 Date: 27/12/2023

I returned a game in December 2023 based on your T&Cs and have spoken to 3 of your people but I haven't had any responses

Went to their highstreet shop, tried to buy a game from there but got told they didn't have any more copies and i should order it to my house online. Went home and did just that. Bought my game online, paid double the normal rate for 24 hour delivery and went through checkout as guest because I never buy from their website, its a waste of time to make an account. I check out, select £10 for 24 hour delivery, pay and get a confirmation email that tells me I can log into their site to keep tabs on my parcel. I can't because I don't have an account but that's fine, it's only 24 hours right? Wrong. 24 hours was a lie and I'm still waiting for it to arrive, We're well outside of the original 24 hour delivery slot and I only just got an email to say it's been handed over to the delivery company at 10pm a few days later. So another day or two of waiting seems very likely. They ship their items with Hermes or Every as they're now called so it's anyone's guess as to when I'll actually get my game. I go onto their site to try and find any customer support info and there is none. Their idea of "Contact us" leads to an FAQ page and has no contact information, there are articles saying "if you have any issues, call or email us!" but nowhere on their site do they have the email or number listed. I've seen people mention live chat but no option for that has popped up for me. I'm honestly so annoyed at how they can mess up a website this bad. There is seemingly no protocol for helping Guest checkouts and you're just led down a rabbithole of FAQs with no end in sight. I want to say buy in-store but it's honestly just as bad there. I've emailed them asking for a refund on the delivery cost as they didn't even send it to the delivery company until after the 24 hours was up. No response yet. Buy from CEX or any other game store.

What a terrible after care service they dont even pick up the phone and they have a *** chat bot that stops responding

Not been for four years, since I had a problem with a Nintendo switch for my disabled child. Whilst buying Lego for my daughter misled by salesman regarding reward card.

Bought my son a ps4 pro, an extra controller and 2 games on the 17th nov. Delivery was quick which is good. All fine. Come to open it Xmas and the console is broke and one of the controllers! 2 items faulty in one orderreally!!! Obviously messaged they sent return labelsent everything back.all good. Now they have only refunded me for PlayStation and postage! Are u kidding me! They are telling me I didnt send the rest back! Robbing b*****s Now they are refusing to give me a refund for other items. What am I gona play the games on my invisible PlayStation u didnt give me! Absolutely fuming its 2 months after Xmas and still not sorted and my son still doesnt have a ps4 Would never buy anything again off game.

We ordered an Xbox series s gilded hunter bundle for our daughters Christmas and when it was delivered we opened the box and there was a receipt for the Xbox and a pair of kids headphones worth £7.99 we contacted them straight away they said it would be picked up that day but 7 days later we are still trying to get it picked up and our money back we cant get an Xbox for our daughters Christmas they have said it wont be until after Christmas when we get out let money back

Ive pre ordered skull and bones premium edition and havent received my collection order email yet which is really annoying as Ive booked days off work to play the game and now I cant even play, why have I got to wait for a specific game to arrive Im sure they have a premium edition in store I can have and I asked when their deliveries are when I went to the store in person to get more infomation and they said my guess is as good as there like what the *** kind of response is that I want my game Ive been waiting ages for and how can not communicate properly with their own stores to not even know their delivery times. Im never ordering anything from game again

My payment has been on hold for 3 days now ?? You can't get hold of anyone on customer service it's a joke ?? I wouldn't care but the product I am paying for is a switch nearly £300. I don't expect to be talking to a live chat robot very irritating and irrelevant to say the least !! I still have no answer and my payment still pending absolute sham ! If I knew any of this would definitely of took my money elsewhere and would have had no issues like this . Also I have no receipt confirming or Gmail or order code !!! Very confusing. Not a great start with game at all !!! Yours Faithfully Mr P. Hicks

Hello, I went to your store in Bristol to return a toy that I have bought as a gift and requested a refund. I was told by the manager that a refund wasn't possible and that I had to have a credit note.I am a 70-year-old lady, and have no need for computer games. I left the store and checked the returns policy on my phone and went back to speak to her again to show her this, and found her talking to other members of staff and pointing at me which a male member of staff told me take no notice Im very shocked as a manager in any store could treat a customer in this way. I asked if someone could ring customer service while I was in the shop and was refused I would still like this item refunded. Receipt number 885561****63. Regards K Stephens

They used to be the go to store for gamers, now avoid them like the plague, I orderd a series x and also took out a breakdown cover policy, the series x arrived fine, still waiting for the policy, tried to phone them, no tel number, emailed them about it, they said it was domestic and generals problem (game took the money) contacted D&G they had no record of the policy, emailed game with this information, they said to wait a little longer, now been a month, it seems once they've got your money they dont care. also my son took his series x into the Guildford branch to part exchange it for a PS5 slim, only to be told they dont do trade in's at that branch, this is after contacting game again by email and being told they do, a wasted 50 mile round journey, he contacted game again and there reply was we cant give a list of stores that take trade ins, if there head office has no no idea what is going on who the *** does, in the end he traded it to music magpie, as I siad previously avoid game like the plague, YOU HAVE BEEN WARNED.

hi im sorry to bother you but my mum went yesterday to your game store and bought a pair of pulse ps5 earbuds but they were not the right ones she paid by card and they guy in store today says there is no refunds for cash i dont want a cash refund i just want it to be refunded to my card and they said it cant be done what am i meant to do they item has not been opened and i have the receipt as game dont sell the ones that im looking so store credit is no use to me they were just bought the day before can you help me please as im not happy with the way im being treated best regards charlieg

I got a psvr2 for my son for Christmas two days later one of the controllers stopped working as game have no working phone number I had to start a chat on line I was sent a return label for the controller DPD picked up the controller the next day 28/12/23 and thats where it all went wrong still have no controller back had to keep going online to see whats happening one customer service said it never arrived one said it was there the rest of them said let me get back to you and never did now no one is getting back to me and I still have no controller you can not use the psvr2 without it so a £600 Christmas present is just sitting there and you can not buy the controllers on there own