GAME - item missing & refusing to help

cup-cake12

Hi


I really, really need help as I have run out of ideas. I have all transcripts and emails.


Using my sons gift cards I placed two online orders first for a PC game, arrived no problem however the other order arrived with a PS4 game missing. The game was listed on the invoice and there was no indication it was to follow. Box intact so no fault of the courier Hermes.


phoned straight away but each time I rang off after 57 minutes so I wasn't charged for the call. This happened 4 times. Tried the online chat, cut off several times. When I finally got through I was told that the game had been sent out separately and I should be more patient. Husband wasn't happy so I did live chat again. Once again I was told it had been shipped separately. I asked when and did they have evidence of this because as far as I was concerned the invoice listed two items so I believed tow items should have been in the box. I was told that it had been sent with hermes and it was being sent with a set of headphones. I explained that I already had the delivery and it was from that delivery the game was missing. Game wasn't listening and maintained the order was still to arrive.


I've since been pulling my hair out. Game have sent 8 emails from 8 different staff all containing different information over the last week 1/2. This includes 3 offers of a refund/replacement but when I reply requesting a replacement I have been told,


Have to wait 10 days before royal mail see it as lost??? they send Hermes had sent it
I have to wait for Hermes time to deliver the order????
They have spoken to Hermes who are investigating?
Then another email apologising and did I want a refund/replacement?
Finally an email last night to say I have to send the headphones back to get a replacement as the game was part of a tractable order with the headphones.


MY reply was
According to your terms and conditions under section cancellation's and refunds policy. Only combined products need to be returned and as I didn't order any combined products there is no requirement for me to send the other item back.

Game, you have already put in writing that the game was shipped separately first by Hermes then you put by royal mail. So now you admit that was a lie as your now saying it should have been shipped with the other item as listed on the invoice, admitting I the customer was not being unreasonable in thinking as the game wad on the invoice it should have been in the box.

You have never once requested that I send the other item back and why would I, you've already charged me for a product I do not have. I'm not letting you do that again.

Please confirm if you are sending me the game i have paid for.


What can I do.

cono1717

Was it a special deal like buy the latest game and get these headphones half price?

cup-cake12

No it wasn't a bundle or linked special offer, both items were completely independently selected from the range of products.


They must be in breech of contract, I've paid they are withholding the goods.

philatio

They do send things out like that.

I ordered 2 of the same game a while ago.
1 arrived in a jiffy bag. With the delivery note for 2. No mention of one to follow or '1 of 2'
I gave it a few days just in case... and sure enough, the other turned up later on its own.

cup-cake12

yes, and I waited just in case but they have changed who they have said they sent the game with three times, naming three different couriers and now have said the game was sent with the headphones. The headphones and missing game was listed as part 1 of 2.


I have maintained that the game should have been with the headphones but they were the ones that said I was wrong.


There was a second game in the order but that did come separately but it was also listed as part 2 of the order. Also when I checked my account online it clearly showed that the second game was being sent separately. This reinforced my concern that the missing game was missing.