GAME - Glenrothes Reviews 21

Customer service is good however depending on who you get at the till can either make your day or just bring you down. When i’ve attended I think the staff were a little stressed. Online service is quick and easy to work with the app. However I’d like to see more store interactions rather than a push for online. Hopefully they sorted it all out

Game was sapose to be brand new it wasn't it was scratched when I took to manger they said its definitely brand new it wasn't brand new

Was served by Findlay on Sunday 21st April. He was very efficient and went above and beyond to ensure that I had a great customer experience. He was knowledgeable, friendly, and enthusiastic. 👍😀 Very happy!

Great customer service, very friendly and knowledgeable.

Very friendly staff who helped me choose the right product for me

Great help explained everything very polite and to the point.

I've been shopping with GAME on and off since it's inception, and through all of it's rebrandings/iterations.

Though it's not my absolute "go-to" for gaming purchases I have always enjoyed, and appreciated, being able to walk into a brick and mortar store and have a mooch around for deals - some of which have been pretty good.
Yesterday, however, one particular trip to GAME rankled me and unfortunately I now feel compelled to leave this review.

/*Activate Old-Curmudgeon Mode*

The particular store in question was the long standing store in Glenrothes - yesterday afternoon.

-The Backstory-

A 3rd party controller I incidentally purchased years back at the same store, and that had never worked properly (thumbstick issues), was going in the bin and I needed another for couch CO-OP with the wife (trying to play It Takes Two together).

-The Experience-

Down the town I went, my two young children in tow (they, and I, had no choice about this...). First trip into GAME to have a scout at what was available - but that was short lived as I couldn't believe the price of modern controllers (my last console was the Xbox 360). We left, but returned a little while later as there were very little options elsewhere.

I couldn't find the coveted Official Wired Xbox 360 controller I was praying for (Pre-Owned or not).

Instead I noticed GAME happened to have some wireless Xbox Series X|S controllers in various colours on sale -and down from a staggering £55, to the slightly less staggering £37.49.

I picked up a pretty blue one (my favourite colour) and we joined the queue.

Nearly twenty minutes later my young boys and I reached the till (they did really well, and were as patient as a 6 and 3y/o could be standing in a queue) but to my dismay the first thing the girl serving told me was that all the coloured version of this controller (purple/red/blue/green) were all out of stock. She offered to either order me one in or asked if I would like either a black or white version - but at their full price of £55.

Obviously disappointed and frustrated by this, and now with my children reaching their limit, I politely declined both options. I had really hoped to be leaving with my £37 blue controller there and then and didn't relish a 3rd visit any time soon.

Out we went. Trip over.

So - by now you are probably wondering what the point of this review is and why is it 3 stars?

Well let me start by saying it's not a complaint about the prices of controllers, or queue times, or even specifically about the girl that served me -she was perfectly pleasant- it is however a comment on the general standard of customer satisfaction.

1. If those controllers were knowingly out if stock -which they were as the staff member said so as soon as I handed the box over- and after having a customer voice their frustration (politely) of queuing for 20mins for said out of stock item- they should have been immediately removed from the shelves or at least marked as out of stock. The staff member just continued to serve customers after me, and I left pitying anyone who might befall the same fate as me.

2. Having known that this item was out of stock, and knowing the store is essentially at fault for not marking it as so, and considering the long queue times, then a better option may have been to offer the black or white versions AT the discounted rate. I know this may have been above her jurisdiction, but a simple check with the manager on shift might have been a good call. One price override for a mistake like this isn't going to sink GAME and they could quickly mark the stock after to avoid repeats.

3. Having just spent 20mins in a long queue, with two visibly bored (but once again actually pretty patient, young children, and about to walk away empty handed due to their (as in the store, not the staff's) fault, a little bit of discretion and a dip into their drawer of "free tat" (which I absolutely know they have) to give the kids a free promo Pokemon card, or a little keyring, would have been a lovely gesture. Alas, I feel this type of discretion is severely lacking or actively squashed in today's consumerist nightmare, as again, this may have been above the girl's jurisdiction so it didn't happen.

So anyway -there we have it. I'm dropping GAME a 3 star review today because -1 for not keeping on top of stock, and -1 for not being able to use any discretion to resolve a bad/poor situation in a favourable way.

For context I used to work for Gamestation many years ago -a direct competitor to GAME and essentially a mirror/clone of each other- so I have a decent understanding of the woes of stock upkeep in these type of stores. I also experienced enough instances of these situations from the store perspective to have a good idea how to resolve or mitigate the damage from similar mistakes.

-End-

Refunds are the problem amongst other things. Not even worth one star and wont be buying there again.

The staff in Glenrothes branch are so friendly and helpful. I often go in to get gifts for my two grandsons and I always need their guidance and they always go above and beyond to help. I'm very grateful for that. Fantastic staff.

The staff at Game in the Glenrothes store are amazing, extremely friendly and helped alot with ideas for Chrismas. I was very nerves about what I was going in for but I felt immediately at easy with how friendly and helpful the staff was. If I could rate the staff I would give them 100/100.... I've never had such good customer service for a long time, it really made my day a whole lot better. Thank you guys so much

If I could give less than 1 star I would,waiting for a reply from last week,purchased a game yesterday (09-10-2023)took money from my game wallet told that didn’t work so paid cash,was told I would get money back on my wallet account within 2 hours,27 hours later and trip to the shop still not on it,costing me bus fares,inconvenience and nobody wants to take responsibility,as usual you take the money but don’t have any customer service support.

Always a friendly helpful atmosphere full of people who really know what they're talking about.
Good rewards scheme,good prices.
Great store

Great service when buying items but when returning not so good My son who has cerebral palsy bought a PlayStation VR2 he used it twice and it gave him a severe headache so stopped as he takes seizures took it back to Game but would not allow us to return it . we then requested a trade in which they refused because although they sell they don't except it as a trade in so I'm stuck with it

Very easy to pre order EA FC. Very clean store fantastic customer service good knowledge.

Good and very Helpfull service from staff