Newest Review: ... box. He obviously didn't get it and gave the impression that he thought a 50 year old customer really didn't belong in the store and... more
Disappointed but hope you will redeem yourself...**REDEEMED* *
Member Name: Lyndzi76
Date: 10/10/11, updated on 11/10/11 (53 review reads)
Advantages: Great game knowledge
Disadvantages: Let down on a few occassions
I have decided to write a review on Game as I have always been loyal to this store but really feel there customer service is lacking and think you should all beware of this.
My local game store is Kidderminster and is situated in my town centre. There is plenty of parking around the store but you do have to pay for parking. There are some 20 minuet parking spaced just outside the store but unless you are there early it's very busy and you're not likely to get a spot there.
The store hold a huge variety of consoles, games and accessories - Wii, PSP, XBOX, Playstation and others. They stock new and pre-owned games. If you are looking for a game which you can not find they will happily check their computer system and see if there is one lurking in the store somewhere, failing that they will get a copy in from another store and ring you when it's in store.
Although you can get many games cheaper off line I'm a sucker for getting a game on the release day and the advice they offer is better than any of its other competitors. The Reward card makes paying the little extra better. Anyone can apply for a reward card by completing some details in store or online. You gain 10 points for every £1 you spend on any of their products. On redeeming them you get £1.00 for every 100 points.
The most recent issue made me reflect on my disappointment of the store -
4 weeks ago popped in to my local store in Kidderminster to see how much credit I had on my Game Reward card to be told £12.00 and that I could use it against the purchase of FIFA 12 so I proceeded to reserve the game for collection on the release date.
On Friday 30th September I went to collect FIFA 12. When purchasing the game I handed over the reward card for the £12.00 to be deducted. To be told that the card wouldn't swipe so the credit couldn't be deducted and the full cost would have to be paid. When questioned why the number couldn't be keyed in she was told that for security purposes it wouldn't allow it!! No apology was just told they would order me a new card.
In hindsight I should have told them to stick it and gone and brought the game elsewhere but after a special trip into town I decided to purchase the game anyway.
Whilst at home stewing about this I have decided I am really not happy about the situation so have wrote an email of complaint to Game 4 days ago...Yet to receive a reply.
Other issues with game I have had in the past
1) I paid a £20.00 deposit at Kidderminster store for Kinect, while waiting for stock my XBOX broke so I went to Merry Hill store (as it was open later) and purchased a package of a new XBOX which included the Kinect. When I tried to redeem my £20.00 previously paid at Kidderminster I was told that wasn't possible as it was a different store. So I then had to travel to the Kidderminster store and to get it refunded. At Kidderminster store I was told that Merry Hill could have refunded it but lied.
2) Last Christmas I purchased a gift card for my brother in law and in the New Year when he went to spend it the £20.00 hadn't been credited.
Although I have a real issue with the service and training given to the staff the store itself is always pleasant the staff are happy to discuss games and accessories.
The store in Kidderminster is well laid out and clean. Just a real let down on the final process of purchase.
I'm hoping they will redeem themselves by reply to my email as every store can make error it's just how they handle them. I will update you on the resolution.
I have had a reply email from head office apologising and compensation for my wasted time and lack of being able to use my card. I am very impressed with the speed of their reply and how they handled it so all in all they have redeemed themselves in my eyes and I will remain a loyal customer.
Summary: Great shop - Just a few personal issues