Game bundle product description had 2 freebies, refuses to give one

Kylina

Hi,

Recently bought a Horizon Zero Dawn PS4 bundle from Game.co.uk 10/03/17 paid through Paypal

The bundle had the ps4 HzD limited edition that came with the game and a 3 month sub to ps+, an extra controller and a 2 month sub to Now TV all for £230. The original webpage has been taken down now but there is a cache of the webpage available (the link to which I can't post here as a new user.)

So you can see why I would be really happy to get this bundle. Got it in the mail 13/03/17 but found that the subscriptions weren't in the box.

Contacted Game customer service via live chat same day and got the 2 month Now TV sub but was told they werent able to activate the PS+ sub for some reason and that they would get back to me by end of day.

Didn't hear anything back, life intervened and before I knew it, it's been near a week.

Send an email to customer service and after the 5th day with no reply yet, I gave customer service a call.

What they told me was that they had different versions of the bundle and the bundle I bought didn't include the PS+ sub.

So I insisted that it did because the product page said it did. With the HzD limited edition selected, part of the description has "what's in the box" section in it and at the very bottom of the list is "3 Months’ PlayStation Plus Membership."

After a lot of back and forth along the lines of "no, it doesnt" and my "yes it does, says so right there. here's a screenshot"

After being made to wait on hold for a very long time, they told me they will email me the process for getting a refund. As it had been a long day, I said fine send it.

Received the email apologising for incorrect item being sent, sent another reply saying item is incomplete not incorrect. That I do not see why I have to return everything when the single thing missing is a voucher that they can send via email.

They replied back saying "product is given to us by Sony themselves as a bundle you must contact Sony to resolve this issue" which is frustrating as my purchase is from Game and not Sony.

What I want to know is if there's a chance of getting the 3 month PS+ sub or compensation equal enough to get the same. Barring that, is there somewhere I can complain about their misleading advertisement on their product page.

I feel like Game is breaching their contract because I had bought the item described at the price they asked for and my items had been delivered.

By their own terms and conditions, the contract was made when they send an email confirming that my items were being dispatched (received 10/03/17) and if they didn't agree to it or if there was a mispricing (which I feel this may fall under) they would send an email asking if I accept the change or cancel the order if they couldn't get hold of me. Neither of which had happened.

Thanks in advance for reading and any advice you can give

bris

If you know you are right and they have made a mistake and still refuse then all you can do is buy the missing item and sue for the cost of this through loss of bargain.


You can't make them do anything, it's down to you to make the court tell them to pay for their breach of contract.