NowTV refund with Game

dsme94

Hi,

I recently purchased an Xbox one bundle from game with Fifa 16 and Forza 6 for £279.99 in the black Friday deal.

The bundle was taking too long to arrive so I decided to go into store and purchase another bundle and get it there and then and return the online package to store.

All well I returned the Xbox one and Fifa 16 as Forza 6 had not arrived yet, Game stated that it arrives separately.

I called up and they said that it hadn't been dispatched yet and therefore I cancelled my order and requested a refund for Forza 6. I attached a copy of my receipt which shows my £230 refund and I was to receive an additional refund of £49.99 once Forza had been returned to store.

After submitting my refund request online after cancelling the order, I received an email stating I had been refunded £34.99.... I said, this isn't right.. I'm due £49.99.

I have been battling with Game for about two weeks now to get them to refund the £14.99. They said that they £14.99 is from a NowTV pass which was part of the bundle. I haven't redeemed the pass. Some of the customer services representatives stated that the store should have refunded me £245 and that the NowTV pass was free and others say that it is worth £14.99. They don't actually have a clue.

Where do I stand in getting this refunded?

unholyangel

How was the pass sent? On its own or in with the xbox etc?

If it was in with the console, just give them the proof of return. If it was separate, just ask them to prove that they delivered it to you - because risk doesn't pass to you until you (or someone authorised by you) takes physical possession of the delivery and if they are making the refund conditional upon receiving something back that you never had possession of, it has the effect of making you their insurer - which is covered by unfair terms (in that retailers aren't allowed to do that).

dsme94

unholyangel wrote: »

How was the pass sent? On its own or in with the xbox etc?

If it was in with the console, just give them the proof of return. If it was separate, just ask them to prove that they delivered it to you - because risk doesn't pass to you until you (or someone authorised by you) takes physical possession of the delivery and if they are making the refund conditional upon receiving something back that you never had possession of, it has the effect of making you their insurer - which is covered by unfair terms (in that retailers aren't allowed to do that).

It was delivered by email, no read receipt.

unholyangel

dsme94 wrote: »

It was delivered by email, no read receipt.

Did they tell you prior to ordering that it would be delivered by email and that - once ordered - you would not be able to cancel?

If not, it doesn't matter a toss what value they give it.....they still can't charge you for it.

dsme94

unholyangel wrote: »

Did they tell you prior to ordering that it would be delivered by email and that - once ordered - you would not be able to cancel?

If not, it doesn't matter a toss what value they give it.....they still can't charge you for it.

I don't believe so, they state that vouchers are non-refundable and this is clearly stated in their terms and conditions. I looked and couldn't find this anywhere so I questioned it, turns out it tells you this on the back of refund receipts...

So how would I demand that they refund it because they are simply saying no and are not doing it?

bluenoseam

To quote directly from the receipt I have from buying my Xbox One during Black Friday weekend:

"Please be aware that digital download codes, gift cards, deposits & third party gift cards including iTunes are exempt from our 28 day returns policy. This does not affect your statutory rights, ask staff for further details."

(Believe it or not that's the slightly less butchered English version!)

The highlighted part applies to the Now TV - although with mine it's for Goat Simulator...

Ultimately they'll have no way of knowing it's not been used, I can't think Sky would be forthcoming with such information either! I'm guessing that somewhere on the confirmation it'd tell you this (last time I ordered from Game's website was 10 years ago so not too sure) - so I'd check there. The NowTV pass is around £15, seems a bit harsh to charge you for something that was free to me, but I dunno how the deal worked, but since they can't guarantee it wasn't used they clearly see fit to charge you for it.

daytona0

Another way to look at it is that the whole bundle needs to be returned to Game to be eligible for a refund; you have only returned part of it and they have therefore been kind enough to refund part of the order.

dsme94

Just updating to say that Game finally gave in and refunded me the £15. Thanks for everyones responses! :T