Game.com BOGOF problem

Nikki_c_77

(Apologies in advance if this is lengthy, brevity really isn't my strong point lol)

I've already sent an email to their customer services so I'm not sure if there's any advice anyone can give, but I just wanted a quick vent (and hopefully it's in the right place!). If anyone does have any advice or knowledge of the 'rules' on these kinds of offers though it would be appreciated of course

I ordered four DS games today from Game.com for my daughters to share for Christmas (now we've finally managed to get hold of the DS's!) and they were all part of a BOGOF deal. Two were from the £19.99 BOGOF offer and two from the £24.99 BOGOF offer, plus I had a £5 off voucher that was sent via email a couple of weeks ago so I used that... total order of £39.98 for the four games (obviously I was extremely chuffed with this as we're trying to save money!). A few minutes after placing the order I received the confirmation email that the four items had been ordered and were available "immediately".

A couple of hours later though, I received four emails from Game.com in pretty quick succession. The first two stated that "this order cannot be fulfilled on this occasion" and the second two that "your order is on its way!". I didn't think that was too much of a problem as I figured the girls would have at least two games to play on their new DS's over the holidays and I could pick up a couple more in the sales... but when I checked the order numbers it is one from each BOGOF deal that "cannot be fulfilled on this occasion". As two of the games are on their way I apparently can't cancel my order (or at least it won't let me on the website when I try). So basically I've paid full price for two games that I only ordered from Game.com because of the BOGOF deal!


All the games I ordered were showing as "high stock" on the website when I placed the order, so I'm not sure why they couldn't fulfil the orders. I've asked if they can give reasons for them not being available and if there's any way they could substitute the two unavailable games for some in stock, part of the same deal, and suitable for the girls... but I've no idea what else I should do, nor any idea of what my rights are in terms of the advertised offer.


I really hope this isn't one I have to chalk up to experience... I can't afford to waste nearly £50! :sad:

Butlers1982

just send the order back and shop elsewhere

any idea of what my rights are in terms of the advertised offer.

Youve none, they are saying there are none in stock

Terrylw1

Give them a call or email to explain this. I'm guessing that they have deducted the cash for the 1st of the 2 BOGOF games and then when in stick will send you the other 2 free.

DS stuff is selling pretty rapidly. Just ask them to confirm that you will be receiving the other 2 off each BOGOFF offer free when they are in stock. If you cancel, you won't get a refund because you have to buy on to get the other free which you won't be doing.

It just sounds like they have messed up with their orders as they have sold items that they do not have in stock. Thats pretty poor but at this late time there may now be nothing they can do to speed it up.

They may out of goodwill give you some discount against them I guess or send you a goodwll voucher.

Nikki_c_77

Thanks guys, much appreciated

I'm even more baffled this morning though! I've just checked to see if I could place another order for two additional games (kinda "just in case") and all the games I ordered are still showing as in stock and available for immediate delivery.

C_Ronaldo

Why not give them a call, oh to save on postage you used to be able to return games that you ordered of the net to a GAME shop if you took the delivery note with you

Nikki_c_77

C_Ronaldo wrote: »

Why not give them a call

Thanks for the reply. I'm afraid I have no voice at the moment (darn children sharing their germs!) but if I get so much as a croak back tomorrow I'll be on the phone (as soon as I find the phone number)

C_Ronaldo wrote: »

oh to save on postage you used to be able to return games that you ordered of the net to a GAME shop if you took the delivery note with you

That's fantastic, thank you! I'm not sure if we have a Game in this back-end-of-beyond area but I'm pretty confident my other half will drive past at least one on his way back to work! Any savings are always appreciated :T

Terrylw1

Yeah, can your OH to speak to the manager and find out whats going on. It sounds like either a) they have not updated their stock on the website or b) there is some sort or sorting error for your order.

Tale a screengrab of the stock in with a date next to it if possible and ask them to clarify whats going on.

KILL_BILL

Nikki_c_77 wrote: »

Thanks guys, much appreciated

I'm even more baffled this morning though! I've just checked to see if I could place another order for two additional games (kinda "just in case") and all the games I ordered are still showing as in stock and available for immediate delivery.

soke web companies are notorious for not instantly updating their stock items immeditely once it sells. it appears that this is the case - its happened with companies like currys, argos etc

so have a browse on the web to see if if their are other offers going and decide then to cancel etc

brendang_2

hi,can anyone give me a phone number for game as i have been waiting 10 days for delivery of mario galaxy and they dont reply to my emails concerning this

Nikki_c_77

brendang wrote: »

hi,can anyone give me a phone number for game as i have been waiting 10 days for delivery of mario galaxy and they dont reply to my emails concerning this

3. If I have a question about an order, what number can I call?

If at any time your have a question or concern about an order placed online, you can call GAME.co.uk on 0871 200 1221 (*Calls cost 10p per minute; calls from mobiles and some networks may be higher). The hours of operation are Monday to Saturday, 9am to 6pm.