GAME sells ex-display stock as 'new' - Will refund or replace any non-'mint' goods bought at Easter - HotUKDeals
We use cookie files to improve site functionality and personalisation. By continuing to use HotUKDeals, you accept our cookie and privacy policy.
Get the HotUKDeals app free at Google Play

Search Error

An error occurred when searching, please try again!

Login / Sign UpSubmit

GAME sells ex-display stock as 'new' - Will refund or replace any non-'mint' goods bought at Easter

£0.00 @ GAME
Taken from Tim Ingham's article at ComputerAndVideoGames.com (Wednesday 14-Apr-2010 7:50 PM) GAME sells ex-display stock as 'new' Retailer says it will refund or replace any non-'mint' good bought at… Read More
fanpages Avatar
7y, 1m agoPosted 7 years, 1 month ago
Taken from Tim Ingham's article at ComputerAndVideoGames.com (Wednesday 14-Apr-2010 7:50 PM)

GAME sells ex-display stock as 'new'
Retailer says it will refund or replace any non-'mint' good bought at Easter

UK retail GAME has admitted selling 'sub-standard', ex-display stock as new over Easter - and has promised to refund or replace any games that weren't sold in 'mint condition'.

The accidental sales took place after the firm rushed ex-display stock to stores to deal with extra demand.

GAME said today in a company statement:

"It has come to our attention that a small number of our customers have raised concerns about the physical condition of some products purchased from our websites in the current Easter sale period.

"We can categorically confirm that all products sold as "new" on our web sites are new. In order to ensure that we had adequate inventory cover to meet the projected demand during the sale period we had moved some stock back from stores and into our online distribution centre. This stock should be in MINT condition but we are now aware that some ex-display stock has slipped through our quality screening processes. This stock is new (it has never been owned by anyone other than us, and certainly it has never been played) however it may have been stripped of its plastic wrapping.

"If any of our customers have bought a "new" game from us, then we will have sent a new game out to them. If any customer has received a game that is damaged or that they are not happy about the condition of, we will be pleased to replace it or refund it, subject to our normal terms and conditions. We would never seek to mislead our customers by offering for sale product that we know to be sub-standard and would like to take this opportunity to offer our apologies to any customer that has been inconvenienced by this matter.

"If any customer has received a product that they are not happy with, they can;

a) contact us via the web form located at: http://www.game.co.uk/Help/CustService.aspx

b) Take the product to their local store (along with their despatch note supplied with the order)

Or

c) call our Customer Services team on 0871 200 1221*. Hours of Operation: Monday to Saturday, 9am to 6pm. Please be aware that calls cost 10p per minute; calls from mobile and some networks may be higher.

"We value our reputation as a trusted retailer and can assure all of our customers that we will respond swiftly and positively to any issues that may be raised with us. We have conducted rigorous quality checks of our Sale stock holding to ensure that all items we ship are of the quality our customers expect and can assure them that they can continue to purchase from our online Easter Sales with confidence."

---

Don't forget that according to in-store displays in GAME the only difference between pre-owned & new is the price!

Does that mean that all the new product discs are scratched & the new boxes look like somebody has eaten their dinner off them? ;)
Other Links From GAME:
fanpages Avatar
7y, 1m agoPosted 7 years, 1 month ago
Options

All Comments

(100) Jump to unreadPost a comment
Comments/page:
Page:
#1
Direct link to article...

GAME sells ex-display stock as 'new'

BFN,

fp.
#2
Hmmm, makes you wonder....

I bought a 'brand new' battelfield company 2 from Blockbusters last night, paid £39.99, to get home and find the VIP code had already been used! :x
banned#3
"we will be pleased to replace it or refund it, subject to our normal terms and conditions."

haha that means you won't get a refund then because you've opened it :lol:
2 Likes #4
Accidental sales?

What a load of CRAP -they've been doing this for years, not just over Easter.
#5
munnski
Hmmm, makes you wonder....

I bought a 'brand new' battelfield company 2 from Blockbusters last night, paid £39.99, to get home and find the VIP code had already been used! :x


Was it sealed?
#6
im surprised they even admitted it!
#7
this happened to me i've emailed them twice and got no reply! Going to ring them today and swear at them....
#8
DragonChris
Was it sealed?


Nope, but then I bought Assasians Creed 2 from them just before Christmas and that was not sealed either :thinking:
#9
Thanks for the heads up FP. - repped.

My Rock Band Track Pack 2 looked pre owned but was sold as new... I've since taken off the GAME seal so I couldn't return it even If I wanted to...
banned#10
I am at a loss as to why anyone shops in Game. It's always been overpriced for both new and pre-owned games. And most of their staff seem to be rude idiots.
#11
DJ1
I am at a loss as to why anyone shops in Game. It's always been overpriced for both new and pre-owned games. And most of their staff seem to be rude idiots.


I've never had any problems with GAME staff, the staff in the West Brom branch are a really friendly bunch, CEX in the otherhand seem to be trained in being ignorant fairground types...
#12
Flodd
Thanks for the heads up FP. - repped.

My Rock Band Track Pack 2 looked pre owned but was sold as new... I've since taken off the GAME seal so I couldn't return it even If I wanted to...


You’re very welcome, Flodd. Thank you for offering me some “rep” points.

Just last week I was in one of the GAME Stores in the Bluewater Shopping Centre (in Kent) wishing to buy (amongst other things) “Band Hero” [PS3].

Most of the stock on the shelves was marked as £44.99, but I knew I’d seen one the day before in another branch for £17.99.

After a little searching around the shelves I located a box with a £17.99 sticker on it & took it to the electronic till with the rest of my purchases.

The sales assistant (female; although not relevant, but here for the sake of clarity when I say ‘she’ later in this sentence) said that she needed to get a case off the shop ‘floor’ (no pun intended for those with scratched/marked cases from previous purchases) & left the counter to retrieve one.

When she returned I saw she had one marked with a £44.99 sticker. I queried the price again, & she confirmed that I was going to be charged £17.99.

However, she then placed the game disc onto the case sprockets, closed the lid & started to put one of their purple security stickers around the opening. You know the ones, Flodd,… from our past dealings with the Eye of Judgment/PlayStation Eye boxed sets.

Anyway… long story short(er), we discussed this for a while as I wasn’t happy buying a pre-owned item as new, and she assured me at great length (much to the dissatisfaction of all those in the queue behind me, I’m sure) that the stickers placed around the boxes are to indicate that the packaging has been on display in-store; not that the item is pre-owned.

I suggested that it is a commonly-held notion that all items sealed in this manner are pre-owned & that I had known customers return items for a refund as they believed the seals indicated a non-new product.

The sales assistant again (attempted to) reassure me that this wasn’t the purpose of the seals; it is to indicate to the sales staff that if you return the product (unopened) within the 21 day warranty period that the box was previously on-display (so, I presume, it is an indication that the exterior packaging may not be “as new”).

The sales assistant again repeated that if there was any fault with the item after the 21 day period covered by the security seal then I was entitled to a full 12 month warranty thereafter for an exchange for a similar product.

BFN,

fp.
#13
Game do have some questionable practices...

A couple of years back I got a PSP, and wanted Pro Evo 5...looked on the Game website, and much to my surprise (even though Pro Evo 2008 was out by this stage) Game.co.uk claimed to have a brand new one that was only £2.99. Ordered it, and when delivered the box was dented and, the manual was bent and torn, the UMD wasn't in mint condition, but was playable. I called Game to ask them why they'd sent me a pre-owned game...their answer was that just because it looked pre-owned, I shouldn't assume it isn't new.

For £2.99 I couldn't be bothered to kick up a fuss, so just kept it. Bunch of crap though.

I learned my lesson - you want new and sealed - buy online - Amazon, Play, etc...
#14
SirBargainsALot
Game do have some questionable practices...

A couple of years back I got a PSP, and wanted Pro Evo 5...looked on the Game website, and much to my surprise (even though Pro Evo 2008 was out by this stage) Game.co.uk claimed to have a brand new one that was only £2.99. Ordered it, and when delivered the box was dented and, the manual was bent and torn, the UMD wasn't in mint condition, but was playable. I called Game to ask them why they'd sent me a pre-owned game...their answer was that just because it looked pre-owned, I shouldn't assume it isn't new.

For £2.99 I couldn't be bothered to kick up a fuss, so just kept it. Bunch of crap though.

I learned my lesson - you want new and sealed - buy online - Amazon, Play, etc...


I would have taken it to a local GAME Store & asked for a refund, but for £2.99 that may have been impractical (depending on travel costs). However, that is not the point. If goods are knowingly being sold incorrectly, then a consumer should not have to “grin & bear it” regardless of the cost. If an item has been reduced in price because of the condition & that fact is not made clear at the point of sale then the Act of Goods & Services is quite clear in the fact that if the item is not fit for purpose by the Customer then it is the retailer’s responsibility to replace the item (or issue a refund). (I’m not looking to resurrect the whole Sony/PS3/”Other OS” discussion here… we have a few threads on that already)

I haven't had any instances of poor condition of goods from GAME themselves (& I have ordered considerably quantities of items online & in-store; so much so that in-store sales representatives more often than not ‘double-take’ when they see by GAME Reward Card balance), but I do read that examples of receipt of shoddy quality items like you described do happen (and it would seem more & more frequently... unless just the reporting of such cases is more prevalent, not the actual instances of the cases happening).

I have, though, wondered whether a Gamestation.co.uk-supplied Collector's Edition of "Street Fighter IV" [PS3] had been opened previously when I received it late last year. That may have me just being overly-cautious given the nature of the product & my own standards for owning collectable goods.

(Whilst on the subject, one of the reasons I stopped buying from ShopTo.net was because something arrive in a 'used' state when sold as new. Oh yes, and the whole credit card fraud fiasco… but I digress).

I have trouble with goods from Amazon though, contrary to you, as the items invariably arrive damaged; not necessarily due to the lack of respect whilst handling in the “care” of the Home Delivery Network or the Royal Mail. Some items are obviously well packaging on despatch but were not in a fit state (or fit for my usage) when picked to despatch.

I had to send back an item just earlier this year because it was damaged. The replacement was also not in a state I would consider "as new", but it was a lot better than the previous example.

In their defence, Amazon did not quibble about the exchange, but I did make it clear what I wanted & what my problem with the original item was (as I took photographs of the damage & made these images available at the point of my complaint).

A new item was despatched immediately & I could return the original within a month (or be charged for two). I suspect GAME’s policy may be that you need to return the questionable item first before a replacement or a refund is issued.

On another occasion with Amazon I ordered a package of five paperback books & the delivery agent left them outside my home without informing me by a note (or otherwise). I found them after several nights of heavy rainfall in a state that could only be described as 'ruined'.

All this aside, I think it sometimes comes down to "the luck of the draw" when buying by mail order especially when humans are involved in the packaging/despatch process.

Obviously enough people have moaned about GAME's recent despatches for the organisation to try & save face by making a public statement.

If it wasn't for the fact that their market share is falling due to ever increasing popularity of "deal" sites [such as our very own], the fear of losing 30% of their sales revenue of pre-owned titles because video games distribution is moving to digital delivery at an increasing rate, and the recent news that employee hours are being cut as demand in-store is not as great as it once was, then I could possibly see a case for suggesting that there were "accidental sales" (albeit an odd phrasing) as described above.

However, with all those factors compounded the notion of receiving goods in a "used" state when sold “as new” seems to raise concerns that it is a purposeful approach to cut costs (or increase revenue) at the detriment of their customer loyalty.

A very short-sighted approach if that is the case as selling goods as new when they are clearly not is against UK Consumer Law & being fined for their actions will just mean that costs have to be recouped from (legitimate) new sales in the future. If prices (remain) at a premium when compared to other outlets, then the organisation will lose even more customers.

However, the presence of the recent “Easter Sales” (at the three major Game Stores web sites & in-store at their two high street chains) has meant I have benefitted from a few ‘bargains’ spread across numerous gaming platforms so I cannot grumble too much, I suppose :)

Also, I have a lot of GAME Reward Card points to redeem so I could do with their trading continuing for a while yet. Nobody wants (well, OK, I don't) want another Zavvi (or Woolworths) incident without having the time to redeem my points on tangible goods.

Some of you will have opinions on what I have raised (I hope); especially those members who are employed by the Game Stores Group (as I know we have a few HotUKDeals Members that fit that category).

BFN,

fp.
#15
Bought a Wii game for a friend's birthday. It was £9 and had a Pre-owned sticker. I asked a member of staff, who turned out to be the store manager, if they had a new one. She said "it is new, we have just stickered it as pre-owned because of the way the till works". She was so rude and blunt when I pointed out to her that that made no sense at all, that I believed her.

Went to the till and asked the guy serving about it. He said it's pre-owned, it has a sticker. I pointed out what the manager said, who came over and told him it was new. So he started telling me that it's new but he has a duty to point out it says pre-owned, but it makes no difference. This went on for ages until I just bought it.

Turns out that if we return it, we can only swap it for another pre-owned copy of the same game, not a new one.
banned#16
Like I said on Dealspwn, this doesn't excuse Game for their shoddy practices.

TBH I rarely go into Game. Too many games are £40+. I've still got a voucher from Xmas 2008 but don't see the point of standing in a queue just to get a game at the same price I could get it elsewhere.

I know high street stores say they have more overheads than online stores, but with most of them offering free postage on games, they've got costs that the high street stores don't have. The high street retailers will have to step it's game up if they want my money.
#17
Thanks for following my link from the Dealspwn article, dunfyboy.

dunfyboy
Like I said on Dealspwn, this doesn't excuse Game for their shoddy practices.

TBH I rarely go into Game. Too many games are £40+. I've still got a voucher from Xmas 2008 but don't see the point of standing in a queue just to get a game at the same price I could get it elsewhere.

I know high street stores say they have more overheads than online stores, but with most of them offering free postage on games, they've got costs that the high street stores don't have. The high street retailers will have to step it's game up if they want my money.


I would have thought that the costs associated with mailing items to customers is going to be less than renting space in lucrative business premises administrated by landlords & letting agents that are raising prices to compensate for the retailers than have had to vacate their units due to loss of business in the current climate.

Insurance costs with bricks'n'mortar retailers will also be a consideration due to the fact that mail order outlets do not need to take out cover for Public Liability claims against them. This is probably going to be at least a six figure sum for an organisation with as many stores as the Game Group operates (not only in the UK, but overseas too).

Recouping these costs is obviously going to affect many of the individual product prices in-store.

In order to keep shareholders in the manner to which they have become accustomed due to the increase in online mail order sales then high street prices will need to remain high(er) too.

Do you ever use Game.co.uk (Gamestation.co.uk &/or GamePlay.co.uk)? (Also BarryBank.net if you are that way inclined?)

It is not just in-store customers that have been affected by "accidental sales" of ex-display stock. Many members here at HotUKDeals have reported that mail order items have been despatched in this state.

The Group must be doing something right for high street customers, though, as they have won a number of awards in the past few years:

2009 Golden Joystick Awards - Retailer of the Year
2009 Retail Week Awards - Speciality Retailer of the Year
2009 National Sales Awards - Sales Training Programme/Initiative of the Year
2008 Econsultancy Innovation Awards - Innovation in Online Acquisition
2008 MCV Awards - Specialist Retailer of the Year
2007 Golden Joystick Awards - Retailer of the Year
2007 MCV Awards - Specialist Retailer of the Year
2006 Golden Joystick Awards - Retailer of the Year

BFN,

fp.
banned#18
I have used their sites a couple of times and guess I got lucky. I've also seen plenty of posts on here from people who've ordered online and received a pre-owned store copy. Inexcusable really.

They don't have much competition on the high street, at least not where I live. There's an Argos almost directly across from them, but they're not the cheapest either. WH Smith's basement is devoted entirely to CDs, DVDs and games but is so overpriced hardly anyone shops there. Any time I've been in there it's usually just me and the cashier. These stores seem to rely on mum's and gran's who don't know better buying games for kids birthdays and christmas.

I've never understood why shops try to wring as much profit as possible from a few sales rather than try to make a reasonable profit from a shed load of sales. It would also increase customer loyalty. People would be less likely to shop around if they knew a certain store was usually the cheapest. They might even forgo waiting a couple of days for an online copy to arrive if it was only saving them a pound or two.
#19
Some articles to make you consider your GAME Reward Card balances...

9:15am, 21 April 2010
Execs go as GAME profits fall (MCVUK.com)
by Stuart Dinsey
---
End of an era at specialist retail giant

This morning's news of wholesale changes at GAME Group have sent shockwaves through the industry and its share price tumbling.

On a day when tough trading conditions have finally been brought into focus for the entire business, erstwhile chief executive Lisa Morgan has stepped down after 14 years of service.

UK chief operating officer Terry Scicluna has also revealed this morning that he will step down from the role, but assist with the handover to interim CEO Chris Bell - the former Ladbrokes chief exec who joined Game's board seven years ago.

The management changes come at the same time as a disappointing set of financial figures.

GAME made an underlying pre-tax profit of £90.4 million in the year to January 31st. This is slightly up on analysts' consensus forecast of £87.5 million but is 27 per cent down year-on-year.

Total annual sales fell 10 per cent to £1.77 billion across the 1,400 outlets that Game operates in nine European countries and Australia.

The Game share price had fallen 10 per cent to 89 pence within an hour of the financial and strategic update, but the company says it remains confident of future prospects.

"We have delivered the second best trading performance in our history," said chairman Peter Lewis.

"Our results were delivered against the backdrop of a very difficult trading environment, which saw the global PC and video games market decline by over 20 per cent."
---


10:29 am, 21 April 2010
OPINION: Morgan success at GAME will not be matched (MVCUK.com)
by Stuart Dinsey
---
MCV reflects on departing CEO's 14 fabulous years

Where GAME goes from here will depend on the vision of its next CEO.

It is a crucial appointment that the board must get right. But, in the meantime, Lisa Morgan's role in turning a mid-size UK retail chain into an international giant must not be under-estimated.

On joining from Dixons in 1996, GAME had less than 200 stores, but today it boasts 1,400 outlets across nine European countries, plus Australia.

Yes, annual sales are down 10 per cent to January 31st, but those sales are still a staggering £1.77 billion. It is profitability (or, more importantly, a level of profit to impress the City) that has become harder to achieve in recent times.

But the current gloom has surely been caused by macro factors affecting the games market and retail in general, rather than any over-riding strategic errors.

Former Ladbrokes chief executive Chris Bell is now acting as interim CEO and must find a replacement to match Lisa Morgan.

And what a hard act to follow, the next boss of GAME must set about building a future for GAME amidst a changing landscape in terms of of game technology and purchasing habits.

It is similar to the challenge that has been faced down so impressively by Simon Fox at HMV. But even this much applauded retail boss would admit that his company has a long way to go yet - which further underlines the size of GAME's task, because it is considered by the City to lag behind HMV in terms of new thinking.

GAME already has some accomplished senior management in Tricia Brennan and Martyn Gibbs, who will ensure that the business is run efficiently and energetically from both a pan-European and UK perspective every single day.

But the strategic challenges are huge and one wonders if the company must now accept a period of re-adjustment rather than growth.

The rise of GAME since Lisa Morgan stepped up from buying to Board in 2000 will surely never be matched. And the importance of Lisa Morgan in the history of this brilliant UK retail group will never diminish. Neither should the respect she commands within the industry.

Part of a generation of 'home-grown' industry execs who fought their way to senior management positions as video games exploded to greater and greater popularity through the late 1990s and beyond, Morgan remained approachable and popular... even if GAME itself has always been a demanding business partner.

The search for a new CEO has begun and we wish that person and GAME all the very best for the future.
---


11:44 am, 21 April 2010
Chairman explains GAME reshuffle (MVCUK.com)
by Ben Parfitt
---
Peter Lewis says “this is the right time for a new CEO to lead the business through the next stage”

The chairman of UK games retailer GAME Peter Lewis has, as part of the firm’s financial statement, explained the reasoning behind the departures of long-term CEO Lisa Morgan and COO Terry Scicluna.

His full statement is as follows:

“The Board announced today that Lisa Morgan has stepped down from her role as CEO to pursue other opportunities. The Board and Lisa have agreed that this is the right time for a new CEO to lead the business through the next stage in its development. The Board thanks her for her exceptional contribution through her 14 years with GAME.

"The Board has commenced a search for a new CEO and pending this appointment has asked Non Executive Director Chris Bell to take up the role of interim CEO.

“In light of the Board’s decision to commence a search for a new CEO, Terry Scicluna, UK Chief Operating Officer has informed the Board of his intention to step down. He will remain with the business through a handover period.

"Responsibility for the UK operating activities will be retained by Martyn Gibbs, former Managing Director of Gamestation, who was appointed GAME Group Managing Director of UK and Eire in March 2010.

“In July 2009 Ben White (37) succeeded David Thomas as Group Finance Director, having been the Group’s Reporting and Investor Relations Director since 2005. In January 2010, Jean-Paul Giraud stepped down from the Board after two terms in office, and Dennis Woodside returned to the USA with Google as VP Americas Operations.

"In the same month, we announced the appointment of Dana Dunne (47), COO of Easyjet plc, and David Mansfield (56), former Chief Executive of Gcap plc, to our Board as non executive directors.

“The three new directors bring a wealth of experience from different consumer industries and entertainment markets, all of which will further strengthen our Board. We thank the directors who have left us for their service and contributions to the Group’s direction and growth.

“This has been a more challenging year for our employees throughout the Group, and I am grateful for their continued focus and professionalism. Our people are the heart of our consumer offer, and it is their dedication and support which helps us to give customers something extra in our stores and online.”
---

BFN,

fp.
#20
Please note:

The "Terms & Conditions" for GAME.co.uk, Gamestation.co.uk, & GamePlay.co.uk all changed yesterday.

Make sure you are happy with those presently displayed at the respective sites if buying by mail order.

The changes may be connected to the news yesterday (above; comment #20).

The actual changes made are not highlighted on the web site(s) so it is difficult to tell without comparing with the previous terms side-by-side.

BFN,

fp.
banned#21
thanks for this fanpages :)
#22
Thanks a lot for posting, After no email response i sent the game back anyway and just put the faulty code on returns address label and managed to get refunded! took a lot of effort i wont be using them again!
#23
Punkytiptop
Thanks a lot for posting, After no email response i sent the game back anyway and just put the faulty code on returns address label and managed to get refunded! took a lot of effort i wont be using them again!


I'm happy you finally got a result.

Incidentally, just this week I ordered a new "Saints Row 2" [PS3] title from Game.co.uk.

It arrived with the (now) familiar sticker sealing the case. I was disappointed, to say the least.

The item was scuffed on the exterior & clearly showed signs of handling. The item was a gift & the recipient said it was OK in that condition. If it has been for me I would have returned it.

After removing the sticker, the manual also showed signs of handling, but the disc was unmarked & looked unplayed.

I am guessing that the box was on display on the shelves in a store, and the manual & disc were stored separately.

This is my first instance of this happening by mail order since buying from the GAME.co.uk web site for many years.

Maybe I have just been lucky before, or maybe this is a worrying trend where more people are being affected.

Either way, I am glad that the issue is in the open now but it still does not stop it happening.

BFN,

fp.
#24
hmm I guess game have online stores like shopto, zavvi, gameplay etc to thank for their losses :giggle:

oh and all that stuff about used games being sold as new is not the best way to go about attaining customer loyalty.

Actually something similar happened to me with dvd.co.uk I purchased 2 copies of disgaea AoJ for £30 "new" and when I received them one was cracked and they were both sealed in a non - official wrap. :x I was like WTF these cheeky ******s tried to reseal an opened ps3 game and pass it off as new.

Like the other poster said customer returns and ex-display are supposed to be sold as pre-owned copies even if they have never been used.
#25
I doubt Game will last much longer. Myself and everyone i know now buys all their games from the likes of Play, Amazon, Shopto, etc. They are cheaper and more reliable. I used to shop at Game all the time but now wouldn't go near them.
#26
Pookiepoo
hmm I guess game have online stores like shopto, zavvi, gameplay etc to thank for their losses :giggle:

oh and all that stuff about used games being sold as new is not the best way to go about attaining customer loyalty.

Actually something similar happened to me with dvd.co.uk I purchased 2 copies of disgaea AoJ for £30 "new" and when I received them one was cracked and they were both sealed in a non - official wrap. :x I was like WTF these cheeky ******s tried to reseal an opened ps3 game and pass it off as new.

Like the other poster said customer returns and ex-display are supposed to be sold as pre-owned copies even if they have never been used.


robappleby89
I doubt Game will last much longer. Myself and everyone i know now buys all their games from the likes of Play, Amazon, Shopto, etc. They are cheaper and more reliable. I used to shop at Game all the time but now wouldn't go near them.


GamePlay.co.uk aside (as this is one of The GAME Group's web sites; they do not have any high street stores), I guess all retailers have instances of poor customer service. Having a very prominent high street presence, in this case, is to the detriment of the public's perception of GAME & Gamestation.

I have had a similar issue with ShopTo.net selling a used product as new. Coupled with the credit card fraud they denied any involvement with (in the face of indisputable proof from many people, some of whom are HotUKDeals members, where their personal credit card details were only ever disclosed to that organisation) I have since chosen to not purchase anything from the retailer again. I miss out on some great deals, but a principle is there to be upheld!

(ShopTo.Net Forum: "19,000 credit cards leaked online? Nothing to do with ShopTo")

I have also had a problem in the past with passing a credit card security check with GamePlay.co.uk even though the same card was used minutes later at Game.co.uk for the same transaction amount & with delivery to the same address. I requested closure of the account at the time as I thought the Customer Services representation was rude during our conversation, but I subsequently tried to use GamePlay.co.uk again almost a year later when they had a particular good price on a certain product. However, I was denied use of my (same) card so I have opted not to waste my time there again; even though they are typically £1 cheaper on the same products sold by the other two sites operated by The GAME Group (Game.co.uk & Gamestation.co.uk).

The three web sites the GAME Group trades from (Game.co.uk, Gamestation.co.uk, & GamePlay.co.uk) all offer similar products but (as I mentioned) in some cases at differing prices. In-store at GAME the prices are typically higher than the stock online, but you do find some examples where in-store prices are less (for example, "Batman: Arkham Asylum" (Game of the Year Edition) [PS3] £24.98 in-store at GAME).

Yes, we all do "shop around" to find the best price/deal (or else we would probably not be discussing this subject at HotUKDeals.com), but I think that happens across many differing retail sectors. The fact that some customers now choose not to buy from The GAME Group is probably not going to be a considerable factor in their downfall (if that is going to happen in the near future). Many people choose not to buy from the likes of HMV, Zavvi, Play.com, or Amazon, or whomever, and they are all still trading without reporting the loss of Executives for the business.

It may all be coincidental, but it is wise to keep an eye on developments especially if you stand to lose the use of Extended Warranty policies ("GAMEcare"), or the use of GAME Gift Card/Vouchers or the redemption of GAME Reward Cards points.

A lot of consumers, for example, were affected when the Zavvi high street stores went into liquidation as the store Gift Cards & Vouchers were not accepted as payment without any prior notice.

For every person who does not wish to buy from GAME again, there is another who is dragged into a high street store by, or uses the visit to the store as a reward/bribe for, their offspring to make it through a shopping excursion without tantrums & tears.

As long as the public is still visiting the high street, & no other mainstream options are available, then GAME will still sell to the public.

Not every town has alternatives, either. GAME & Gamestation stores are, in many cases, the only outlets for purchasing video games (now that their competitors have closed down, moved out of town to large retail complexes, or have stopped selling video game related products completely). Supermarkets are taking trade though, especially with the (loss-leader) highly reduced (from Recommended Retail Price) video game titles on the day/week of release.

On the flipside, if The GAME Group were to be in trouble to the extent that a buyer needed to be found, then it may well be difficult to attract any organisation that would then not be subject to scrutiny from the Competition Commission (the body that replaced the "Monopolies & Mergers Commission").

The eventual change of economic climate may also be the turning point for the business, good or bad.

With less disposable income for eating at restaurants, visiting the theatre, or expensive holidays, the public has opted to stay indoors & spend more time around their TV & video entertainment systems. The video games market has thrived in the economy of the last two years, but when the downturn changes it will be interesting to see what effect this has on GAME's revenue.

As I said, it (literally) pays to be aware of this in case you are affected.

BFN,

fp.
#27
I bought 10 Tekken 6 for PS3 around 3 weeks ago... i think it might be Easter time.... it was when they had Tekken 6 for cheap for one day.

5 came ok normally sealed. 1 was normally sealed but with damaged case, broken.

However 4 of them were not sealed, and where sealed from the side with the thypical GAME violet pre-owned seal.

I was furious and angry and immediately sent them a complaint, however after 2 weeks no reply whatsoiever, then i sent them another e-mail stating i would take further action against them if still no reply would be recieved. Is it a coincidence that i recieved a reply in 2 hours? hehe.

Now that i noted it, they copy, pasted your post saying they had made some mistakled but that the product is new.

I told them that i am not an idiot and that i know that the side violet pre-owned GAME seal is not a new game and they sent me back to send them back the items.

PROBLEM.... since i sent them an e-mail 2 weeks before and no reply was given, i sold the items (of course for a cheap value than the one intende). Also since i live in MALTA it would be a bigger probloem for me to send the items back.

I sent them and explianed them and said that i hate people who try to make fun of me and that all i am demanding is a partial refund, since the amount i paid for those 4 games was for a new item and since i recived a pre-owned item, its valude was cheaper.

Well that was yesterday and till now.... no reply :/
#28
Just recieved this e-mail.

JohnCena
Thank you for your email reply & I apologise for the initial delayed response.

The web team who authorise card payments through the online service have advised they unfortunately cannot offer a partial refund.

We would require the products back into head office so we can replace these with the correct products in question.

I understand this does not resolve your complaint so I would ask if you could send a formal letter of complaint into our Customer Service department. Please address this to:

Sam Williams, GAME Stores Group Ltd, Unity House, Telford Road, Basingstoke, Hampshire RG21 6YJ

If you have any further queries please do not hesitate to contact us again.




Regards,

Gavin G

The Team at GAME

#29
GAME/Gameplay/Gamestation are a joke. They've been selling pre-owned games as "new" for years, its just that now more and more people are waking up to the fact their brand new game should be sealed in cellophane.

Whenever I receive an unsealed game, it goes straight back - simple as that. I'm not accepting any ****** ex-display/shop soiled product when I've paid for a brand new and untouched one. The game's case is every bit as important to the overall product as the disc and manual, it should not look like its been dragged being one of their employee's Vauxhall Corsa on the way to the despatch depot.

They've gotten away with this underhand practice for too long, and now that they are feeling the effects of the recession and overall sales are down, they can't afford to keep losing what sales they have because of this. So now they are trying to convince people its a fluke, one-time mistake and that it doesn't normally happen. ******** I say.
#30
Like everyone here i've had numerous bad experiences of buying games from the Game, Gamestation and Gamplay websites, and yes for those that don't know they are all the same company.

I don't normally complain, but eventually, after continually returning items I bought of the websites back to the stores, I sent them an e-mail. I actually sent the e-mail to the customer services for all three websites, and I got the same standard reply everyone else seemed to get. I asked them NOT to send me any more unsealed games in shabby boxes, most of the time with scratched discs as new, but they did not reply.

About a week later I received another order and again all three items were unsealed in shabby boxes. This time I did not even take the Game sticker off to look at the discs and took them straight back to a Game store. I then sent them an e-mail saying that I am sure Trading Standards would be interested in their practices, and again I received the standard run of the mill reply that I received previously and that so many of you have received.

I have now since, for the first time ever, complained to Consumer Direct and Trading Standards. This company, no matter how big it is, should not be able to get away with this and treat it's customers like this. I have since stopped buying from Game, Gamestation and Gameplay if I can get the same item for the same price anywhere else.

If we all complain to Trading Standards then something will have to be done!
#31
fanpages
I would have taken it to a local GAME Store & asked for a refund, but for £2.99 that may have been impractical (depending on travel costs). However, that is not the point. If goods are knowingly being sold incorrectly, then a consumer should not have to “grin & bear it” regardless of the cost. If an item has been reduced in price because of the condition & that fact is not made clear at the point of sale then the Act of Goods & Services is quite clear in the fact that if the item is not fit for purpose by the Customer then it is the retailer’s responsibility to replace the item (or issue a refund). (I’m not looking to resurrect the whole Sony/PS3/”Other OS” discussion here… we have a few threads on that already)

I haven't had any instances of poor condition of goods from GAME themselves (& I have ordered considerably quantities of items online & in-store; so much so that in-store sales representatives more often than not ‘double-take’ when they see by GAME Reward Card balance), but I do read that examples of receipt of shoddy quality items like you described do happen (and it would seem more & more frequently... unless just the reporting of such cases is more prevalent, not the actual instances of the cases happening).

I have, though, wondered whether a Gamestation.co.uk-supplied Collector's Edition of "Street Fighter IV" [PS3] had been opened previously when I received it late last year. That may have me just being overly-cautious given the nature of the product & my own standards for owning collectable goods.

(Whilst on the subject, one of the reasons I stopped buying from ShopTo.net was because something arrive in a 'used' state when sold as new. Oh yes, and the whole credit card fraud fiasco… but I digress).

I have trouble with goods from Amazon though, contrary to you, as the items invariably arrive damaged; not necessarily due to the lack of respect whilst handling in the “care” of the Home Delivery Network or the Royal Mail. Some items are obviously well packaging on despatch but were not in a fit state (or fit for my usage) when picked to despatch.

I had to send back an item just earlier this year because it was damaged. The replacement was also not in a state I would consider "as new", but it was a lot better than the previous example.

In their defence, Amazon did not quibble about the exchange, but I did make it clear what I wanted & what my problem with the original item was (as I took photographs of the damage & made these images available at the point of my complaint).

A new item was despatched immediately & I could return the original within a month (or be charged for two). I suspect GAME’s policy may be that you need to return the questionable item first before a replacement or a refund is issued.

On another occasion with Amazon I ordered a package of five paperback books & the delivery agent left them outside my home without informing me by a note (or otherwise). I found them after several nights of heavy rainfall in a state that could only be described as 'ruined'.

All this aside, I think it sometimes comes down to "the luck of the draw" when buying by mail order especially when humans are involved in the packaging/despatch process.

Obviously enough people have moaned about GAME's recent despatches for the organisation to try & save face by making a public statement.

If it wasn't for the fact that their market share is falling due to ever increasing popularity of "deal" sites [such as our very own], the fear of losing 30% of their sales revenue of pre-owned titles because video games distribution is moving to digital delivery at an increasing rate, and the recent news that employee hours are being cut as demand in-store is not as great as it once was, then I could possibly see a case for suggesting that there were "accidental sales" (albeit an odd phrasing) as described above.

However, with all those factors compounded the notion of receiving goods in a "used" state when sold “as new” seems to raise concerns that it is a purposeful approach to cut costs (or increase revenue) at the detriment of their customer loyalty.

A very short-sighted approach if that is the case as selling goods as new when they are clearly not is against UK Consumer Law & being fined for their actions will just mean that costs have to be recouped from (legitimate) new sales in the future. If prices (remain) at a premium when compared to other outlets, then the organisation will lose even more customers.

However, the presence of the recent “Easter Sales” (at the three major Game Stores web sites & in-store at their two high street chains) has meant I have benefitted from a few ‘bargains’ spread across numerous gaming platforms so I cannot grumble too much, I suppose :)

Also, I have a lot of GAME Reward Card points to redeem so I could do with their trading continuing for a while yet. Nobody wants (well, OK, I don't) want another Zavvi (or Woolworths) incident without having the time to redeem my points on tangible goods.

Some of you will have opinions on what I have raised (I hope); especially those members who are employed by the Game Stores Group (as I know we have a few HotUKDeals Members that fit that category).

BFN,

fp.


How many points do you have exactly? I have £190 on my reward card and the staff usually have a spazz :P
#32
Gamestation have done this to me twice with Assassin's Creed II on PS3, came looking shabby, pre-owned and returned it only to get a similar copy, which I then returned for a full refund.

I have just ordered NFSS from Game so will see if it comes in equally shabby condition, if it is, its going back. I did buy Batman:AA a few months ago from Game online and it was mint, sealed. So I guess its just the luck of the draw!
#33
Mallinersha
Accidental sales?

What a load of CRAP -they've been doing this for years, not just over Easter.


Very true - the article (or at least the section quoted) is wrong in claiming this has only been a problem over easter time, Game have been doing this for a while and pretty much dismissing complaints by claiming the non-new stock is ex-display and never used.

John
#34
Johnmcl7
Very true - the article (or at least the section quoted) is wrong in claiming this has only been a problem over easter time, Game have been doing this for a while and pretty much dismissing complaints by claiming the non-new stock is ex-display and never used.

John


Yes, you are right. I've been getting unsealed games in shabby looking boxes, quite often with scratched discs for a long time, but it seems to be more frequent now - and not just over the easter period, I mean in general.

If I can find a game around the same price somewhere else I never use Game / Gamestation or Gameplay now (yes all the same company - all the same problems).

For the first time ever I've complained to Trading Standards, everyone should do the same and then they would have to do something about it.
#35
sicpuppy
How many points do you have exactly? I have £190 on my reward card and the staff usually have a spazz :P


Others will have higher balances; as I don't buy everything from GAME.

I have some items pending, but around £100 more... and yes, you can always tell the more junior members of staff that shout "WOW!" when they realise the balance is as high as it is. The Data Protection Act training session obviously passed them by.

I was considering just going into a branch & walking out with a new PS3 Slim without paying a penny.

BFN,

fp.
#36
Thanks for your input, JohnCena.

Some useful contact information in your e-mail in case anybody has the same predicament.

I didn't realise you lived in Malta. Do you have to pay additional postage/packing costs?

Either way, buying cheap to re-sell on eBay to your local market must be worth it for else you wouldn't do it. I'm assuming you sell to Maltese residents... do you ever sell back to anybody in the UK? :)

Hope your issues are resolved soon, but I see no mention of whether you or GAME is to fund the cost of returning the items. Have you had subsequent communication on that?

BFN,

fp.
#37
noisyassassin
Like everyone here i've had numerous bad experiences of buying games from the Game, Gamestation and Gamplay websites, and yes for those that don't know they are all the same company.

I don't normally complain, but eventually, after continually returning items I bought of the websites back to the stores, I sent them an e-mail. I actually sent the e-mail to the customer services for all three websites, and I got the same standard reply everyone else seemed to get. I asked them NOT to send me any more unsealed games in shabby boxes, most of the time with scratched discs as new, but they did not reply.

About a week later I received another order and again all three items were unsealed in shabby boxes. This time I did not even take the Game sticker off to look at the discs and took them straight back to a Game store. I then sent them an e-mail saying that I am sure Trading Standards would be interested in their practices, and again I received the standard run of the mill reply that I received previously and that so many of you have received.

I have now since, for the first time ever, complained to Consumer Direct and Trading Standards. This company, no matter how big it is, should not be able to get away with this and treat it's customers like this. I have since stopped buying from Game, Gamestation and Gameplay if I can get the same item for the same price anywhere else.

If we all complain to Trading Standards then something will have to be done!


noisyassassin
Yes, you are right. I've been getting unsealed games in shabby looking boxes, quite often with scratched discs for a long time, but it seems to be more frequent now - and not just over the easter period, I mean in general.

If I can find a game around the same price somewhere else I never use Game / Gamestation or Gameplay now (yes all the same company - all the same problems).

For the first time ever I've complained to Trading Standards, everyone should do the same and then they would have to do something about it.


Something else that you may wish to take into account with regards purchasing in-store:

Cheap at double the price? (1upGamers.com Forums post, fanpages, 07-06-2008, 10:29 PM)
---
I was crouched down behind one of the floor-standing shelving racks looking at some games on the bottom of the rack & I could not be seen. The Store Manager [I'll not name which of the GAME Stores, for now] & one of her staff were discussing how they were going to sell pre-owned titles as "Deal of the Week" titles. They did not know I was there as I entered when both were out in the rear storeroom, and they returned to the main shop floor when I was out of view.

The Manager was saying that she had spoken with one of her friends who was a Solicitor & as long as they never stated that the item was new, then they were entitled to sell pre-owned titles in this way. All that was required was that the "Deal of the Week" price was less than the original selling price of the same item.
---


Does your stance at present, noisyassassin, mean that you would still be a customer of The GAME Group (online stores) if they had an item cheaper than elsewhere?

BFN,

fp.
#38
fanpages
Thanks for your input, JohnCena.

Some useful contact information in your e-mail in case anybody has the same predicament.

I didn't realise you lived in Malta. Do you have to pay additional postage/packing costs?

Either way, buying cheap to re-sell on eBay to your local market must be worth it for else you wouldn't do it. I'm assuming you sell to Maltese residents... do you ever sell back to anybody in the UK? :)

Hope your issues are resolved soon, but I see no mention of whether you or GAME is to fund the cost of returning the items. Have you had subsequent communication on that?

BFN,

fp.


Yes i have to pay but i can't complain on shipping. Whatever the amounf of items and weight i buy, the shipping cost is only £2.95 per order. I previously bought BATMAN ARKHAM ASYLUM SE, ASSASSIN'S CREED WHITE EDITION, just to mention a few of big weight. And as i mentioned in my initail post, 10 TEKKEN 6 cost just £2.95 in total, so delivery is one of the things i surely can't complain about.

I don't sell on ebay as it's useless for me, shipping costs etc... i do sell in Malta, where to be honest your complains about store prices is nuts compared to ours. The only 2 licenced shops that sell PS3 Games, sell New Releases for €69.99 ~ £61, while another one sells for around €59.99. Some of the people in here only know about PLAY.COM, selling them for €51.99, therefore mostly thanks to HOTUKDEALS and yourself, i manage to get games with discount codes often around €38, which makes me able to sell for €48, cheapest price our people can get, meaning €10 profit for me.

Now that i've almost been sellinmg for the past 1 year, i can say i have loyal customers, who buy many of the new releases games from myself. You asked if i sell to people from UK but it's not worth it for me, since EBAY takes costs, PAYPAL take costs, and i have to send insured and signed for, which would cost quite a lot, but still is the only option to have proof that item was actually received by the buyer, so he can't scam you through paypal.

Regarding the subject, i pasted the latest e-mail from them... I can't send the items back since i already sold them but i demanded a partial refund, which, as mentioned in the e-mail i pasted, they said they can't issue me, and suggested me to write a letter to the Complaint Department.

I sent them an e-mail saying if i would do that, would i get the refund? Or would i write it to no avail?
#39
fanpages
Something else that you may wish to take into account with regards purchasing in-store:

Cheap at double the price? (1upGamers.com Forums post, fanpages, 07-06-2008, 10:29 PM)
---
I was crouched down behind one of the floor-standing shelving racks looking at some games on the bottom of the rack & I could not be seen. The Store Manager [I'll not name which of the GAME Stores, for now] & one of her staff were discussing how they were going to sell pre-owned titles as "Deal of the Week" titles. They did not know I was there as I entered when both were out in the rear storeroom, and they returned to the main shop floor when I was out of view.

The Manager was saying that she had spoken with one of her friends who was a Solicitor & as long as they never stated that the item was new, then they were entitled to sell pre-owned titles in this way. All that was required was that the "Deal of the Week" price was less than the original selling price of the same item.
---


Does your stance at present, noisyassassin, mean that you would still be a customer of The GAME Group (online stores) if they had an item cheaper than elsewhere?

BFN,

fp.


If the item was significantly cheaper, i.e. something like 1/2 the price of other places yes, but I would expect the item I ordered or it would go back. So if I order a new copy of a game I expect a new copy of a game, not some unsealed one in a shabby box with scratches on the disc, and if I buy instore at least I can see what they are selling me first. However most of the time I now shop other places the Game, Gamestation and Gameplay corporation have lost me as a customer now really.
#40
One of my storys is basically

I bought Zelda Phantom Hourglass when it was on offer at £4.99 new, the deal was posted on here, can't remember when, but the case arrived damaged.

Found this when buying Wii games and other games too, this has been going on for longer than Easter, the company in general in my opinion is dodgy, if you sell something new, it should be new, not scuffed to heck.

Post a Comment

You don't need an account to leave a comment. Just enter your email address. We'll keep it private.

...OR log in with your social account

...OR comment using your social account

Thanks for your comment! Keep it up!
We just need to have a quick look and it will be live soon.
The community is happy to hear your opinion! Keep contributing!