Video Game Box 

So I decided to order my FIFA 16 from video box game seeing as they had a very modest price! The game was supposed to arrive on the 24th of September but has in fact not turned up until today although it had been marked as dispatched on Tuesday the 22nd! I've sent two emails to the company but I am yet to hear a response from them. Seeing as I wanted the game on release day I went out and brought another copy so I could play it. Now all that's left to do is to return the game to them as a unhappy customer :(
Not in any rush at all to order off this site again.

I placed my order on 31/8/2015 for a Forza 6 Xbox One costing £380 and received an email confirming the order. I have heard nothing since. The release date was 6 days ago, so I checked their website and my order isn't in the 'My Account' section, even though the £380 has been taken by VIDEOGAMEBOX. I have raised a ticket via their website, but this hasn't been acknowledged. Their phone number goes unanswered. I am going to sue this company, lets see how they like a CCJ against them.

xxx update xxx

after an email exchange with 'Mark' in which he did nothing to assist me with my missing order, I now find that I have been de-registered from the site. Just as well that I have the order number.

xxx update 2 xxx

in response to videogamebox:

1. if my order was delayed, why did you not inform me?
2. I do not have 2 accounts with you - why are you saying that I have?
3. why have I been de-registered from your website?
4. why don't you have a working telephone number on your website?

I pre-ordered a game in August that was to be released 17/09. I received a dispatch notice on 16/9 but the game hadn't arrived by 21/9. Having never used Videogamebox before I was unsure if this was to be expected. I sent a quick email asking about their delivery times and to my surprise I received a very polite and apologetic email within 10mins stating it should have been there for launch day and they would send a replacement out 1st class right away. This arrived the morning after.

I've only ever had 2 online items go missing before from online retailers but this was by far the most expedited resolution I've ever received. I will definitely use the site again and it's refreshing to be treated like a human being by the customer service team.

Things will always go wrong, but it's how they're fixed which is the measure of a good service.

Well done guys

Item arrived promptly and was the item I had ordered.

Simple as that.

Both games I pre-ordered arrived in-time and in a perfect brand new condition so I'm satisfied with the service

Great price and very fast delivery to France. Took only 4 working days !

I would advise anyone thinking of purchasing from these people to avoid.
I ordered a game for my son on the 17th July, it never arrived. Contacted the company via facebook and was assured a replacement would be sent that day or next working day, the replacement too has not materialised.
if you look in the terms and conditions of their site anyone who disputes non receipt of an item twice has their account closed and yes the have cancelled my account not that I care as I wont buy from them ever again.
Thankfully I paid with paypal and have now opened a claim for an item not received to which Videogame box have not replied. I also tried to phone the number that was given many times which was never answered.
THIS IS NOT A FAKE REVIEW


**UPDATE**
a few minutes after posting this review i have had an email from Videogamebox asking me to remove this review and if I do they'll give me a refund, now surely that's blackmail.

Update 14/10/15
VGB reported my feedback to TP and it was hidden. I had to send proof of my order to TP to get my feedback reinstated, thankfully i still had the emails with all the proof I needed to get my feedback reinstated. ive also been asked to supply proof of VGB asking me to take down my feedback and they (VGB) would give me a refund, this proof has now been sent to TP too. My advice is keep all emails from VGB that you get as if you leave a bad review they will report you and you'll have to send proof to get it reinstated but as you will have been locked out of your VGB account the only proof of any purchase/order with VGB you will have are any emails you have.

Ordered and game came within 2 days, sealed game, cheaper than amazon...bob on!

Ordered Monday, dispatched very shortly after I paid (same day) arrived early very next day, great price, very impressed! 5*

I ordered Project Cars PS4 for my husband's birthday present. This was a pre-order, paid for in full by me on 3rd Nov 2014. The release date was delayed so the game was finally released on 7th May 2015. We were on holiday at the time so when we returned on 20th May, we found that no game had been delivered at all.

We immediately reported this and asked for help - I ended up contacting Video Game Box on MANY occasions and even by SIX different means (see the list below). Not once have I even had the COURTESY of a reply from anyone at this "company". The claims on the website - that they'll "happily help" with any issues, is FALSE. I have proof that the company has been responding to other customers on Facebook and Twitter in the whole timeline that I have making contact.

CONTACT I HAVE MADE:
- Contact Us form completed via the COMPANY website (on 20th May 2015)
- Video Game Box Facebook messages (sent on 22nd and forwarded again on 26th May 2015)
- Direct email to the COMPANY on 27th May 2015
- Telephone calls to the COMPANY mobile number since 27th May 2015 (no answer)
- Tweet to the Video Game Box Twitter account on 27th May 2015
- Telephone calls to the COMPANY landline number since 28th May 2015 (no answer)
- Posted letter (SIGNED FOR) to the Video Game Box registered address on 28th May 2015 (signature received but no response).
- Posted letter (SIGNED FOR) to the Video Game Box registered address on 16th June 2015 (signature received but no response).

Funnily enough, the OWNER did receive emails from Trading Standards (who I contacted for help), and even replied to a few before seeming to decide that they actually didn't want to refund my money OR provide the goods (he has since ignored Trading Standards as well).

The OWNER has left me with no option but to raise a claim through the courts for the refund that I am entitled to. This "company" took full payment from me (now 264 days ago) for goods that have NEVER BEEN SUPPLIED. This is UNLAWFUL and is effectively THEFT.

Please, please, please - do not attempt to purchase from this one man band - it seems like its luck of the draw as to whether you get your goods or not (and if you don't get them - you WILL struggle to get a resolution). It's simply not worth it.........


************UPDATE 13th August 2015************
The OWNER finally contacted me directly on email (after me first making contact with the company on 20th May 2015 and waiting 66 DAYS for a reply). A refund was finally provided so I am posting this update.

You can see from the email thread below that the only reason I was finally offered my legally entitled refund was for BLACKMAIL PURPOSES; i.e. if I removed this honest review of my personal experience with this company then I would be granted my legally entitled refund. This is simply APPALLING.

The COMPANY made claims about IP addresses being blocked (this was apparently the reason I was ignored for so long). This categorically does not apply to the social media sites that are used by the company so these "reasons" being quoted are technically incorrect.

All COMPANY contact details were legitimately found by me on the internet – most of which were by the company’s own website. You can find things like company email addresses, telephone numbers and the one contact name which keeps reappearing if you navigate to their: “Returns”, “About us”, “Terms” and “category-s/1882” website pages.

Alternatively; Trustpilot’s own website has some contact details for this company listed (yes – even though I was asked to remove all of these legitimate details from my review many times?!), as does the Video Game Box page on Facebook. The company is also listed on Linked In and you can search for the company owner on Linked In if you wish to as well.


****ACTUAL EMAIL CHAIN WITH THE COMPANY****

Date: Thu, 30 Jul 2015 13:33:17 +0100
From: CUSTOMER
Subject: Re: RE: Order
To: "Video Game Box"

OWNER,

Just so you're aware, there has been no credit to my account since your email on Sunday. Normally credits take only 2-3 days to show.

I assume the credit was actually made on the date you claimed? Perhaps you can chase this with your 'admin' team?

Thanks,
CUSTOMER


From: "Video Game Box"
Date: Sun, 26 Jul, 2015 at 15:20
Subject: RE: Order
To: CUSTOMER

Hi CUSTOMER

Our software can completely block all contact including social media sites. It uses the IP address and other factors so apologies for this. It's only used for fraudulent payments usually, however been causing a bit of trouble recently. This is being investigated by the tech team so shouldn't happen again.

We're supposed to ask you to fill in a form for a lost item but due to the obvious inconvenience to you I've just gone ahead and processed a full refund and we'll accept the financial loss.

Again, sorry for the trouble and upset caused.

Kind regards
OWNER


Date: Sun, 26 Jul 2015 00:03:29 +0100
From: CUSTOMER
Subject: Re: Order
To: "Video Game Box"

OWNER,

Thanks for your email but any issue with your website / CRM software would not have affected the messages I sent on twitter and Facebook. You've also had over a month to investigate and contact me directly about this - since you first acknowledged the order query and started replying to my contact at trading standards (19th June).

This is a refund I am legally entitled to. Please issue the refund and I will certainly consider removing the review for you.

If this refund is not received within the next 7 days, I will be pursuing this through the courts (as advised by trading standards).

Thanks,
CUSTOMER


From: "Video Game Box"
Date: Sat, 25 Jul, 2015 at 19:18
Subject: Order
To: CUSTOMER

Hi

Just received an email from TrustPilot regarding bad feedback.

I've checked the order details and been corresponding with TS regarding this transaction.

It seems as though the account was 'pending activation' and this affects emails/tickets being received due to software automatically blocking.

The game was definitely dispatched using the postage option chosen, Free 1st Class delivery to the following address;

If you could please remove feedback I'll process a full refund of £40.70 straight away. Sorry the game didn't arrive and for the lack of correspondence (was only given the letter this morning by admin when requested).

Kind regards
OWNER

Great service, speedy dispatch and speedy delivery this company has great communication and excels in customer service will be doing business with them in the future and beyond :)

I ordered a £15 nintendo eshop code and it came within 10 minutes. Would defiantly use again.

Due to a mix up and some confusion over the payments made, we have now received a full refund and am pleased to say that our emails were answered once we had posted this complaint. I believe that it was an over sight, and some payment problems that caused this. Thankyou to Daniel for sorting out our refund, and answering our emails promptly.

I went on their site looking for Project Car Limited Edition for PS4, as they advertised they had it, that was on 24/3/2015, but unfortunately it was out of stock. I requested to be informed when next in stock, so thinking I may not get the limited edition, I ordered the standard one for 44.70 payment, order number 9433, the company took the payment immediately form my bank account, but I didn't think any more about it.
Two weeks later I received an email to say that the limited edition one was in stock for 59.70 pounds. As I really preferred the limited ed one, I went on to their web site to cancel the first order, seeing they were preordered I expected to be able to replace the first order to the new limited ed. On released date I received the original order with no information regarding the limited ed that was offered. The money again had been taken out of my account on 15/04/2015, I emailed the supplier, and he said that he would send either the game or a refund, I requested a refund. I then received an email saying that it would be requested that a refund would be within 5-7 working days. Since then I have emailed the company serveral times and even had to send a copy of the order statement, which he claims to have lost, so it was just as well that I kept all the emails and details of the account. I went on line to look at my account to see if there had been any refund, but only discovered that the second order has actually been erased from my account. I emailed the company once more, stating that I would give them one last chance to refund my money, and he hasn't even had the grace to answer my messages at all.
So now I am still awaiting my refund of 59.70 from the order of a game I never received, order number 9577 placed on 15/04/2015 at 10.05am.
Beware of this company, they take all but won't legally forfill their transactions agreements.

This is my second order from videogamebox..i bought four games all sent me at one package....Two days ago i got all games,perfect condition,all undamaged during shipping,fast delivery,i can say that videogamebox is definetly the best place for buying not only good games but also cheapest at UK...fantastic job!!thanks a lot...

Ordered 2 games from videogame box for the first time. (Yoshi woolly world and art academy on Wii U)
These we pre-ordered about 1 month before release. I was surprised when the games were not dispatched until the day of release (26th June 2015)
The games arrived via Royal Mail 1st class Mail on the Wednesday. 5 days after the official release day.
As an avid gamer I can't have new release games arriving later than the launch day.
Though I'd try videogame box but they failed to deliver.
1st and last order I will make. Sorry

Amazing service got my game on day of release this is the third time using and have yet to be let down Lego Jurassic World i even received a day before release which is a bonus.
Highly recommend and have done so to family and friends.

Ordered a preowned 3ds a month ago, it never arrived they refused to respond to my tickets or Facebook posts finally responding when I opened a PayPal case. Promised to send another recorded delivery next working day. I stupidly closed the PayPal case on the promise of receiving tracking information for it the next working day. Gave it two extra days no email. I direct email customer service man who informs me they don't have any 3ds to send me. I request refund, OK he says it will be done within 24 hours. Leave it a week no email from PayPal so another email asking for my refund reference number, oh no I will call them now he says. Leave it 6 hours email back asking if it's sorted "oh yes just PayPal holding the refund it will be with you in 12 hours". Leave it 16 hours no refund. Another email gets ignored. Go to live chat get who is ignoring my emails who says he will call them again for me as they're making the company look bad. I request my refund reference number again this time I get it along with an immediate email from PayPal saying Videogamebox just sent me a refund 1 minute before giving me my refund number and it will be processing for a week. Turns out they never released my refund and I'm not the first they've pulled this nasty trick on.

Oh now a fair few months down the line they've deleted my account and reported this review saying my order never happened. Luckily for us I saved my emails and provided proof it did.

TL;DR Videogamebox took my money and never sent me my goods, it then took a lot of arguing to get my money back, then they told Trust Pilot it never happened and deleted my account on their website.

Purchased a 3DS game (via Flubit, supplied by Video Game Box), took over 2 weeks to arrive. When the game finally did, it clearly wasn't brand new because the Nintendo tear strip was missing, and the game was shrink wrapped, i.e. it was resealed. This is unacceptable; I did not pay brand new prices to receive a preowned copy.

When contacted with comparison photos from ebay listings showing that a brand new copy should have the Nintendo tear strip, their reply was simply "This was purchased from an official UK supplier the day before. We have an invoice to prove this." followed by "If the hidden security marks on all of our suppliers games is present we'll refund upon return." Erm, what?! BS more please? And when I'd asked for a returns address, as the item is blatantly not as described, the seller simply stopped responding. Three days later, I'd heard nothing further.

I really fail to understand how this poor excuse of a company has been getting 5* reviews. If you're a fan of paying brand new prices for preowned games, and love to wait weeks for their arrival, this dishonest store is your best choice.

***Update***
Approximately 20 minutes after this review was posted, I received an email "We've now replied to these emails 4 times including giving our return address over the weekend and you've left feedback of 1 star today? We never sent a used game at all nor did we stop responding. We've also sent 2 of these games, both being brand new UK PAL. We even agreed to refund." First of all, they replied twice, not four times; second, no returns address was provided despite repeated requests; and lastly, I was sent one copy, not two.

This was eventually sorted by Flubit, who had to intervene as I was getting nowhere with VGB - would not touch with a bargepole.

***Update 2***
Some weeks later, I received an email from Trustpilot saying that my review had been reported by the company to be fake. I replied to the email with the requested proof of purchase, and my review was reinstated shortly afterwards.

Basically, if you post an unfavourable review, expect this company to report it to Trustpilot for "violating guidelines" so it no longer shows here.


***Update 3 - 15 Oct***
Like all of the other negative reviews here, mine was (again) reported by videogamebox for "breach of Trustpilot guidelines". However, I still have the email from Trustpilot from back in June, in which they confirmed my proof of purchase, so my review has been reinstated for the second time.

In light of this, I have two pieces of advice for anyone purchasing from videogamebox:
1) Keep all email correspondences and receipts
2) Shop elsewhere

I ordered 1 copy of the 20th Anniversary PlayStation SteelBook (PS4) on 24/03/2016, the item was listed as "in stock", and I was charged that very same day.

2 months later, no item was received and my order was still pending. I opened a ticket and 1 week passed with no response. I then sent an angry email, and got a response that very same day informing me that this second communication was the only one showing up as logged.

This was patently nonsense as I received a confirmation from their server that my query had been logged after sending it and even if that were the case, it is on the company to ensure that they can respond to queries/complaint tickets promptly as they have no contact number for customer service.

I was then lied to further as they claimed that the item was backordered and I could receive a copy when they got a restock or just get a refund now. Considering that there were only 20,000 copies were made - I doubt very much anyone will be receiving further stock considering that would mean that I made a pre-order in March 2016 for a product that came out in October 2015!

I then demanded a refund, which considering that this company had been sitting on my money for 2 months you would think that they would have fallen over themselves to do so. Nope, no response, nada. I then opened a complaint with Paypal, which they failed to respond to, and have had the matter adjudicated in my favour.

Avoid, avoid, avoid!

Amazing company, super fast delivery. I will definitely use again.