GAME - Brighton Reviews 26

A bit disappointing in the service....I ordered a Arceus Vstar premium collection box and it came damaged which happens so I wanted to swap it or return it so I left an email. And zero response nearly a week later.

Never an issue when I shop instore but online seems to be an issue.

Bought an item in store, but my daughter said it was the wrong one. I like their products alrighy, seemed with quality.The reason for 1 star review is that they don't refund but issue a voucher you can use later. It's ok if you are a frequent shopper of theirs. I am not. So it's like you will purchase something else you don't really need.
So, my advice is, don't buy from them unless you are really sure of the item.
Update: I found in their site that they do refund and give your money back. How come the staff in-store refused to refund me my money. What angers me more now is I seemed to lose the receipt, once I find it, I will definitely lodge a complaint. Will never ever buy from this shop again!

I bought a PlayStation for my sons birthday from Game online, which had had a fault since I bought it. I contacted via email but it’s been almost 4 months and no one is helping at Game. I have to wait almost 2 weeks for each reply and my questions are not answered. I also receive the same questions which makes me think I am dealing with a bot. I have even taken this into the Brighton store but was told they cannot help I store and I needed to send it back. I am trying to arrange this but no success. There is also no contact number and considering it has taken 4 months to get this stage I have concerned that if Game do arrange a collection I won’t see it again or my money. This is really disappointing as my son used his birthday money to buy his first console and the customer service from Game has been terrible.

Great customer service and helpful staff.

Staff are always friendly and helpful!

I wasn't able to use the fraserplus discount in the shop because the shop did not have the fight cashier system. I was not happy that the site says I can use fraserplus but the shop wasn't able to. This effectively meant I had to spend £10 more than I should have.

My experience today was really good, the staff were really friendly and really helpful.
The store was really organised and you know where to go to find somewhere, the store was really tidy.

UPDATE: Guess what? I received the exact same stock answer they provide for all negative reviews, ie; raise a support ticket... and pray with fingers crossed for a very long time...

My experience with the returns policy of this large organization is shocking.

Back in November 2023, I purchased from the Churchill Square, Brighton store, a Turtle Beach headset as a Christmas present for my son to replace his rather old HyperX headset. Prior to wrapping the present, I opened the box to verify the headset was intact and indeed it was fine.

However, on Christmas day, my son explained he didn't want a Turtle Beach headset as he finds them uncomfortable which is why nowadays he uses HyperX.

So, on Wednesday 27 December, my wife and I attempted to return the product to the store and asked for a refund, but the store assistant very promptly told us about the small print in the returns policy stating that electronic goods can not be returned if the seal has been opened. We argued the case over the counter to no avail which was never going to go well given the stubbornness of the store assistant and that we were at the front of a queue of other customers.

So, on return home, I raised the issue with the central office customer services team who gave the same, inflexible responses as the store assistant.

During my email discussion with the CS team, I studied the returns policy in detail. The 3rd and 4th points of section "When does the GAME returns policy apply Online?" state the following:

3. * The product is returned in its original condition (unopened and unused). Please note hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
4. * The product is in its original packaging and is sealed;

So, you may open a package purchased online to inspect the contents. Opening the package must entail opening the seal which immediately contravenes the 4th point.

I have tried to argue the point that there should be no difference between online and in-store purchases with respect to being allowed to open the package for inspection. After all, I would not want to gift-wrap a present for a child to open on Christmas day only to find something is wrong or missing.

Therefore, I simply wish to return the product, which has been unused and not even removed from the box, for a refund. Your responses so far have been robustly sticking with your "returns policy" and not paying any attention to true customer service and I find this appalling.

The value of the item is around £90 which insignificant for a large organization, but quite significant to us.

Game Store (online, or otherwise), please respond to this review ASAP. (In all honesty, I look forward to the same stock answer you give to the other negative reviews here, but perhaps you can surprise me with some old fashioned, real customer service.)

Your shops are great, the staff very knowledgeable and helpful. Online orders are easy, and you keep customers well informed of order status

Never got my gift card

Competent staff excellent service polite courteous and made sure I was satisfied before making the purchase

Friendly and knowledgeable staff.Always offer sound advice!

People are really nice and the products are always worth the money.

The game website is easy to navigate, has a user friendly interface and is over all asceticly pleasing

The sales assistant was more then helpful in your Brighton store a lot more helpful then the manager in the Eastbourne store I would definitely use the Brighton store again .I will be buying a Xbox series x next but only from the Brighton store

The order stated mint and they arrived in mint condition. Prices were great, delivery was quick, and the associate in your store was very helpful

Staff extremely helpful and knowledgeable.

Wanted to get ps5 pulse 3d headset in black.

Item was a describe and in stock at RRP.

The staff member who took my order was friendly, professional and knowledgeable about videogames.

Rob, the store manager was great. He was knowledgeable of the item I was buying, was a 'real' person, not a salesman only interested in making that sale.

We had a little natter about upcoming games, life and work, finding the time to enjoy the things you want to do etc.

It was a pleasant experience and if/ likely when I need anything else I'll be back for sure.