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GAME apologises for stock mix-up, offers refunds

GAME apologises for stock mix-up, offers refunds

GAME has apologised for a stock mix-up that saw sub-standard games sold as new over the Easter period.

UK games retailer GAME has issued an apology to customers who, due to a stock mix-up, were sold 'sub-standard' games as new over the Easter period.

Following the Easter break, customers reported that they had been sold already opened games as new from the GAME.co.uk website and its subsidiaries GameStation and GamePlay.

GAME has pledged to offer a full refund or replacement to any customers affected by the mix-up, which was apparently caused by ex-display goods being rushed to the warehouses that supply the sites in anticipation of the Easter buying rush.

"If any of our customers have bought a "new" game from us, then we will have sent a new game out to them. If any customer has received a game that is damaged or that they are not happy about the condition of, we will be pleased to replace it or refund it, subject to our normal terms and conditions," said a company spokesperson in a comment to CVG.

Affected customers are advised to either visit the GAME customer service site, or return the goods to their local store.

Game also assures customers that defects are likely only cosmetic - the 'sub-standard' goods should never have been used, other than for display purposes.

Let us know your thoughts in the forums.

13 Comments

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Dave Lister 15th April 2010, 11:14 Quote
Is that photo a typical example of what people got ? If so that raises the question of why they have stock like this in the first place !
CardJoe 15th April 2010, 11:15 Quote
Quote:
Originally Posted by Dave Lister
Is that photo a typical example of what people got ? If so that raises the question of why they have stock like this in the first place !

No, just a random pic that seemed relevant.
Baz 15th April 2010, 11:39 Quote
I used to work in game. Getting a sealed copy from the store is rare as they tend to gut the boxes of games when they come in and just store the sleeves, manuals and discs to save on space (and occasionally scratch brand new games! yay!). When you buy a game they then take the gutted contents and stick it in an empty relevantly sized box. I'd imagine this is what has happened here, only with shipping stock to mail order customers.
Unknownsock 15th April 2010, 11:42 Quote
Yea i never like it when they do this :/

I like my boxes/discs pristine, call me picky but i do!
Fizzban 15th April 2010, 12:04 Quote
I use their online service and I usually get sealed copies. I suspect that's because they come direct from the warehouse instead of a shop.

I have always found Game to be highly efficient and professional. As they are being now by replacing or refunding those who want it and apologising. Hardly seems news worthy really.
kingred 15th April 2010, 14:23 Quote
retail is dead.

Long live steam.
xaser04 15th April 2010, 14:24 Quote
Quote:
Originally Posted by Baz
I used to work in game. Getting a sealed copy from the store is rare as they tend to gut the boxes of games when they come in and just store the sleeves, manuals and discs to save on space (and occasionally scratch brand new games! yay!). When you buy a game they then take the gutted contents and stick it in an empty relevantly sized box. I'd imagine this is what has happened here, only with shipping stock to mail order customers.

Unlikely in this scenario tbh. The stock send out via mail order would come directly from a central (or regional) Distribution Centre. Most stock at the DC would be sealed (as there is no point in splitting it out logistically). In store though the cases / contents are split to prevent theft.

I can only assume that used stock got into the normal stock pool in the DC and hence was picked in error for customers.
Tsung 15th April 2010, 14:54 Quote
"pleased to replace it or refund it, subject to our normal terms and conditions", that does not sound to me like a full refund. Their normal terms and conditions usually state if the product has been opened/used you are not entitled to a refund*
So if the have sold customers an already opened game, how are they going to prove the customer didnt open it / copy it and now is trying to return it... I guess they can't.

*let just prentend they are right and you are not legally entitled to a refund on an open product.
Farfalho 15th April 2010, 17:11 Quote
Quote:
Originally Posted by Tsung
"pleased to replace it or refund it, subject to our normal terms and conditions", that does not sound to me like a full refund. Their normal terms and conditions usually state if the product has been opened/used you are not entitled to a refund*
So if the have sold customers an already opened game, how are they going to prove the customer didnt open it / copy it and now is trying to return it... I guess they can't.

*let just prentend they are right and you are not legally entitled to a refund on an open product.

+1
I though exactly the same when I read that sentence. Instead of saying, "pleased to replace it or full refund it", no! They go all high and mighty with their normal terms and conditions that can be summarized in one sentence.... Rip off!
bakerman34 15th April 2010, 20:39 Quote
sounds very dodge to me folks
dire_wolf 15th April 2010, 20:51 Quote
I always got irritated when Game/Gamestation put the disc/manual from the drawer in the display box. I like my games to come in a sealed box, in the cellophane. Always buy from the little independent in town or play.com now.
Fizzban 15th April 2010, 21:02 Quote
Quote:
Originally Posted by Tsung
"pleased to replace it or refund it, subject to our normal terms and conditions", that does not sound to me like a full refund. Their normal terms and conditions usually state if the product has been opened/used you are not entitled to a refund*
So if the have sold customers an already opened game, how are they going to prove the customer didnt open it / copy it and now is trying to return it... I guess they can't.

*let just prentend they are right and you are not legally entitled to a refund on an open product.

A bit cynical. I bet you that if you were one of those affected and you explained this, they would replace or refund you with no problems what-so-ever. They have to say all the bowlocks so they are covered and to give them a way out from fakers.
Niode 16th April 2010, 12:04 Quote
Quote:
Originally Posted by Tsung
"pleased to replace it or refund it, subject to our normal terms and conditions", that does not sound to me like a full refund. Their normal terms and conditions usually state if the product has been opened/used you are not entitled to a refund*
So if the have sold customers an already opened game, how are they going to prove the customer didnt open it / copy it and now is trying to return it... I guess they can't.

*let just prentend they are right and you are not legally entitled to a refund on an open product.

Doesn't matter one jot. We are covered by the sale of goods act anyway. If the game is not fit for purpose or is not in the same condition as sold they have to refund you no question. I bought a couple of PS2 games from Game when they started putting those purple stickers on them, if anybody goes into Game regularly will know, they state that you can't return the game or get a refund within 28 days if the seal is broken. It's complete crap to placate dumb consumers who will be spoon fed any sort of crap. I got a bunch of games from there when they were pushing the rest of their PS2 stock at cheap prices. A couple of the games didn't work. I took them back wanting a full refund (they didn't have any replacements, for obvious reasons) they refused because the sticker wasn't on them. I showed them the receipt. They advised me that by breaking the sticker voided my rights to a full refund. I calmly told them that was a load of crap, I quoted the sale of goods act at them. They called for the manager. He came to the till, looked at the receipt, apologised and gave me a refund.

As long as we have the sale of goods act we are protected. Know your rights people!!
http://whatconsumer.co.uk/the-sale-of-goods-act/
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