GAME failed to deliver VR headset - Wrong item in package.

rossharvey

Hello there, any info is really appreciated.

I purchased a Meta Quest VR headset from GAME (Retailers) online on the 30th of November

I paid via the Frasers Plus credit service.

What went wrong is getting very confusing but heres the most simplistic version of events apologies in advance:

Some things to note first but are relevant: I ordered 5 lego sets in one order from House of Fraser (Sister organisation to GAME) all being delivered by EVRI one at a time. one was taking a long time to deliver. On the 5th of December I emailed to say it hasn't arrived.

Also on the 5th of December I had a note to say EVRI were delivering my GAME parcel so assumed that would be the VR headset, as that was ordered at GAME. When the parcel was delivered on the 6th, it was the Lego set I was expecting earlier ordered from House of Fraser. I thought nothing more of it at that point as my assumption was both companies were effectively the same entity

A week later still no headset, I contacted GAME and they said the item was delivered on the 6th. I contested that and they then told me to sign a DoR form.  The claim was rejected by EVRI and GAME wanted to shut down the case. I explained that the item that was delivered wasn't the correct item it was this £10 lego set I was waiting for from HoF, they told me to return the Lego set as they assumed the wrong item was picked, but I told them I had already opened and used this item as it was due to be delivered too and I paid for it so why should I send it back?

So my assumption is because both companies are part of the same umbrella, they ship from the same warehouse, they have some how put the wrong item (Lego set) in the shipping package with the reference and order details for the VR headset. So EVRI have proof they delivered "the package", GAME obviously believe they've shipped the headset, and I have some other proof and my word that they haven't delivered it.

Other proof I have:

• My order page has the item still saying "Ready to ship"
• I never had a "dispatched" email or confirmation from Game.
• The parcel they claim that had the headset in had a weight on the label of 0.200g roughly the wait of the lego set inside, the headset is meant to be 1.5kg
• The evri photos shows a package most likely different in proportion to the Headset that it would be inconcievable that that item was inside.
  

None of this information seems to be getting through to them that it could be an error on GAME's part.

The latest in the saga is they want me to sign a new DoR form for them to open a new investigation into EVRI once again. I feel like this is going in circles and I'm not hopeful of a different outcome.

I'm so confused by what has happened and I'm sure this might read a bit convaluted but if it was straightforward I would just wait for them to deliver an outcome. The outcome I would like is for my VR headset to actually be delivered or a refund (Item is due to be paid over 3 months on Frasers Plus) 

I have spoken to Frasers Plus (Frasers group financial services) and they said they can raise a dispute but only when my dealings with GAME has concluded with an unsatisfactory outcome. Is that when GAME deny any wrong doing and close the case or when they stop communication without any resolution?

We're talking just under £300 here so I'm not about to give up.

I can provide more details if you feel I'm missing any key information. Any help is appreciated and thank you for your time.

DE_612183

so you ordered 6 items and only 5 have been delivered?

rossharvey

DE_612183 said:

so you ordered 6 items and only 5 have been delivered?

5 items through House of fraser and the 1 Headset from GAME.  So yes, 6 in total caught up in this mess.

4 items were delivered fine from House of Fraser.

GAME delivered the 5th House of Fraser item but have since claimed it was the headset they sent.

Then dubiously the tracking for the 6th item appeared on the courier site, saying it was delivered a couple of days ago, no evidence of delivery, no pictures from courier etc.