'Lost' item, no refund, no customer service!!
I ordered a game as a Christmas present on December 12th. I did Click and Collect to the Leckwith Store in Cardiff. After 10 days I had not received a notification that the game had arrived in store so used the chat function of the website to find out what was going on. The 'person' on the chat informed me that it had been delivered to the store some 5 days earlier by DPD. The next day, I went to the store to collect my item, only to be told that it wasn't actually there, and that to resolve the issue, I would need to contact DPD myself. DPD confirmed that it was delivered and asked me to go back to the store to ask them to 'check the reception area' to see if it had been delivered there?? When I said I wouldn't be returning to do that, they said the only way to get the problem solved would be for GAME to start a complaint with DPD on my behalf. So, after purchasing the game again from a different shop, back I go to the chat to ask them to contact DPD to resolve the issue, which they confirmed they could do, but only after I'd completed a form which required me to download a specific version of Adobe to complete! I submitted this on December 26th and then lo and behold, 4 days AFTER Christmas, I get an email to say my item is ready to collect?! So clearly it was there the entire time, the staff at the store just couldn't be bothered to look for it, or didn't follow the correct process when it arrived to log it as delivered. The whole experience has been so long-winded and unnecessarily stressful as it's all done with virtual 'people' or via email, which takes days! Why is there on contact number for the store or Customer Service?! This situation has left me out of pocket and has caused me to waste hours of my time trying to rectify someone else's mistake at an already busy/stressful/expensive time of year, and I will never use GAME again.
Date of experience: December 13, 2023
