Gamestation Problems

GoldenEye

Hope I've posted in the right place.

My problem is that I ordered a few games from Gamestation.co.uk on 12/12/06. They supposedly got despatched on 20/12/06. I still haven't received them (they were supposed to be Xmas presents). I have sent a few emails to customer services and have received no replies. I have even phoned and cannot get through. I don't know what to do. Their customer services is apalling. They've taken the money and are not contacting me. I also ordered a few games on 14/12/06 and this order is still "processing" (again they have taken my money). It shouldn't take this long.

To make things worse I have also ordered from GAME on 29/12/06 and they despatched my order but again I have not received the item. I have emailed and phoned numerous times and cannot get through. I am at my wits end.

How do I contact a company that cannot be contacted? Should I consult the High Street stores? Should I write a letter and send it recorded? Has anyone else encountered this problem?

Any ideas much appreciated.

Cerenia

With GAME, it'd be best through customer services, we can't do anything at all in store, and I imagine Gamestation would be the same

GoldenEye

Cerenia wrote:

With GAME, it'd be best through customer services, we can't do anything at all in store, and I imagine Gamestation would be the same

Many Thanks. I've been ringing the customer services number (GAME) and I cannot get through. It's as if I'm being ignored. As for Gamestation, the phone just keeps ringing and ringing... I'm now in a position where I cannot do anything. Both companies have taken my money without delivering anything.

Saeed

Contact your credit card company and tell them that you have not received the items. Most credit cards have an "internet" purchasing guarantee where if the items don't turn up they should refund you the money.

errolevans

I have the same problem re GAME as I have e-mailed them twice after non delivery. Best not to mention Gamestation as I have 2 games outstanding from an oder on 11 Nov 06.
They have actually responded to my e-mails (twice) and apologised for the lack of stock, even though BOTH of the games are currently on their website showing "In stock". As far as I'm concerned Gamestation are a complete joke on line, though I've not had a problem with their shops (to date).

Cerenia

GoldenEye wrote:

Many Thanks. I've been ringing the customer services number (GAME) and I cannot get through. It's as if I'm being ignored. As for Gamestation, the phone just keeps ringing and ringing... I'm now in a position where I cannot do anything. Both companies have taken my money without delivering anything.

Unfortunatly its not you being ignored, its more illness from the season and a lot of people complaining because they don't listen to us when we explain the 28 day policy, come back to say they wern't told, and we mark the receipts anyway to show we've explained it, as well as it being on the receipt. Some complaints are genuine, unfortunatly we do get quite a few who don't listen to the contract of purchase upon the sale, break the conditions, then try to get funny about it.

GoldenEye

Cerenia wrote:

Unfortunatly its not you being ignored, its more illness from the season and a lot of people complaining because they don't listen to us when we explain the 28 day policy, come back to say they wern't told, and we mark the receipts anyway to show we've explained it, as well as it being on the receipt. Some complaints are genuine, unfortunatly we do get quite a few who don't listen to the contract of purchase upon the sale, break the conditions, then try to get funny about it.

I can understand what you are saying Cerenia and I haven't got anything against High Street Game (they have always been brilliant). I'm not sure about Game.co.uk. I sent emails to GAME on 29/12/06 and 04/01/07 and I have still yet to recieve a reply. This is not good service and totally unacceptable. I phoned Customer services MANY times and cannot get through to a representative. I am not going to accept any of the excuses they throw at me.

As for Gamestation. Finally I recieved human contact. The "Head of Shipping" contacted me on Monday. He actually read about my problem on MoneySavingExpert!!! I have no idea how he got my contact details. He has given a full refund back into my bank account (awaiting) and apologised. The odd thing is that it took a post on MSE to get things sorted. If Gamestation CS actually checked their emails the problem could have been sorted quickly. I won't be using Gamestation.co.uk again.

Cerenia

GoldenEye wrote:

I can understand what you are saying Cerenia and I haven't got anything against High Street Game (they have always been brilliant). I'm not sure about Game.co.uk. I sent emails to GAME on 29/12/06 and 04/01/07 and I have still yet to recieve a reply. This is not good service and totally unacceptable. I phoned Customer services MANY times and cannot get through to a representative. I am not going to accept any of the excuses they throw at me.

Yeowch, yea, can understand that, I heard things were a bit delayed over xmas, but thats not good >.< Wish I could help somehow, but I can't Perhaps I should try and get a job in customer services..

golddustmedia

GoldenEye wrote:

If Gamestation CS actually checked their emails the problem could have been sorted quickly. I won't be using Gamestation.co.uk again.

There is another possibility that nobody seems to ever consider... Are you sure your email was received?

I work in IT and frequently find people miss-type the address in emails so it's delivered to the wrong person, caught in SPAM filters due to certain words being used in the email or sometimes just not sent from the users pc in the first place.

For important things like complaints I'd suggest marking both a delivery receipt AND a read receipt in your email software that way you'll have proof it was delivered and proof it was read!

This morning one of the employees where I work was ranting on the phone that we had not fixed a printer problem from Monday, until it emerged he'd not actually sent the email telling us about the problem...

GoldenEye

golddustmedia wrote:

There is another possibility that nobody seems to ever consider... Are you sure your email was received?

I work in IT and frequently find people miss-type the address in emails so it's delivered to the wrong person, caught in SPAM filters due to certain words being used in the email or sometimes just not sent from the users pc in the first place.

For important things like complaints I'd suggest marking both a delivery receipt AND a read receipt in your email software that way you'll have proof it was delivered and proof it was read!

This morning one of the employees where I work was ranting on the phone that we had not fixed a printer problem from Monday, until it emerged he'd not actually sent the email telling us about the problem...

I can guarantee that I do not mistype email addresses or generally make mistakes. I'm not that sort of person. I have sent my email to THREE different email addresses. One of those emails sent was to the "Contact" section on Game.co.uk's website (you don't have to type an email address... it automatically sends to CS).

I have proof of all three emails sent. My email account records what I sent too. It still doesn't disguise the fact that I cannot get through to a representative on the phone.

I agree with the "delivery" and "read" receipt. I will do that next time (if I am able to). Thanks for the advice.

errolevans

golddustmedia wrote:

There is another possibility that nobody seems to ever consider... Are you sure your email was received?

I work in IT and frequently find people miss-type the address in emails so it's delivered to the wrong person, caught in SPAM filters due to certain words being used in the email or sometimes just not sent from the users pc in the first place.

For important things like complaints I'd suggest marking both a delivery receipt AND a read receipt in your email software that way you'll have proof it was delivered and proof it was read!

This morning one of the employees where I work was ranting on the phone that we had not fixed a printer problem from Monday, until it emerged he'd not actually sent the email telling us about the problem...

This is a common mistake, however in my case, both my customer complaint messages were acknowledged by receipt of an e-mail to me (a week apart and no. 3 on its' way tonight!!). NOT impressed with GAME on the net, but like someone else mentioned, their shops seem to be fine.
What is it with these game companies on-line?? If they are not up to the job, why don't they leave these to people like play.com, who I should mention have resent out a lost order to me with no hassles, as soon as the order is 21 days old and not received.