I recently pre ordered (more than 2 weeks before launch) a copy of FIFA 13 due for delivery on launch day (choosing to pay in advance via paypal.)
When i didn't receive the item I called the customer services to find out why, whilst i was on hold for a total of 30 minutes, I was repeatedly told by the pre recorded message that if I pre ordered a game with ShopTo that i was guaranteed to receive it on the day of launch.
Once I finally got through to an adviser I was informed that out of 15000 copies of fifa13 sent out, i was only the 21st person to call and complain that I had not received it (if 21 people call to complain and get through, that means there are a LOT more who haven't bothered to wait the 30+ minutes on hold), the adviser did not seem at all bothered by the fact i had not received my purchase and when pressed about compensation, he advised me he'd speak to his manager, I asked if he would email me with the results of this question and he said he would. Trying to get an apology was like trying to get blood out of a stone, but he apologised and advised me my purchase would be with me the next day. A whole WEEK after launch, I receive an email stating that a ticket has been opened on my account which advised they had received my package back from royal mail WITHOUT AN ADDRESS ON IT!! and asked if i would like it re sending or refunding.
I replied that i would like my money back, so i received the response "Please can you advise on your PayPal transaction ID and we can issue a full refund right away."
THEN THEY CLOSED THE TICKET BEFORE I COULD RESPOND!!!
Now I have to wait on hold again to speak to they worst customer service advisers EVER!