Funktion

Filling a complaint regarding an online store - what's the proper channel?

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In most countries, stores are legally obligated to have a complaint book, which costumers can use to "voice" their dissatisfaction with that particular store's services.

I'm not familiar how it works with online stores, but I want to file a complaint about a UK online store (in this case Gameplay), and I was wondering if anyone knows what's the proper channel to do so?

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http://shop.gameplay.co.uk/webstore/helpfiles/feedback.asp

 

Most sites offer some method of feedback, often hidden away under 'help' or 'contact', and that's the best way to complain/praise. Gameplay also seems to offer 'online help' but I'm too scared to talk to real humans/cyborgs. They also have a forum where they probably have some sort of recurring "dis plaic sux" sort of thread that needs pruning, I'm sure.

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Thanks for your reply, but I want to file a proper complaint to whatever institution that is responsible for supervising UK stores, not send feedback to the actual store. And I already spoke with their customer service, which again were pretty much useless, since they are unwilling to acknowledge their mistake and fix it, even when presented with pictures of the product I received.

 

Yet again they sent me a used game, unsealed and full of their store stickers, a game they sold me as new (and I paid as such, it wasn't one of their £5 or so games that was part of a special sale). And yet again, I'm asked to spend more money to return the product to them (and I'm not located in the UK, so it's not as cheap as that), so that they can refund me the product or send me a new copy (which, on a few past occasions, resulted in me receiving a product in the same condition). Basically they don't fulfill their end of the deal, and I have to pay additional funds for them to fix the situation.

What's better is that I was told maybe it was an ex-display copy, and even thought the game was removed from it's shrinkwrap, had the Microsoft seal removed, and the disc and case were handled by several people, the game is still brand new, so I have no reason to complain. That's funny, because if I receive a sealed product from them and I open it, they obviously won't allow me to return it for a refund, because the game is no longer new and sealed. And the same thing applies if I go to one of their stores to sell a product, they obviously won't pay me the same for a brand new and sealed product, and one that was already opened. So for some things, unsealed is still new, and for others it's a used product. Quite coherent...

 

This is an unacceptable (and frequent) practice, and I won't let them get away with it one more time. It's not fair to sell something that wasn't what was advertised, and then have your customers spend more funds to fix what was their mistake, not mine.

 

I would be really grateful if anyone could help me out finding what's the institution I shall present my complaint to.

Edited by Funktion

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From their terms and conditions:

 

Damaged or Faulty Products

 

In the unlikely event that any product you purchase is damaged or faulty when delivered to you, or is not what you ordered, We may offer a repair, exchange or refund as appropriate, in accordance with your legal rights.

 

If you believe a product is faulty or damaged prior to delivery to you please return of product using the postage-paid label you will receive with your goods.

 

Our policy on damaged and faulty products does not affect your statutory rights.

 

I would suggest you first find out what your legal rights in this situation are exactly, and then contact their corporate offices. They have an address at the bottom of the site, I'm sure there's a way to look up the phone number based off the address somehow.

 

Found it: http://uk.local.yahoo.com/Hampshire/Basingstoke/Software_%2526_Games/1097994516-e-12034.html

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Just because it's not sealed doesn't mean it's not new, it was probably an ex-store display box. The disk won't have been used.

 

The Gameplay Company do this a lot though, my copy of Sonic Unleashed wasn't sealed and had store stickers (actually I think they removed it, but part of the sticker was still on the box).

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Just because it's not sealed doesn't mean it's not new, it was probably an ex-store display box. The disk won't have been used.

 

The Gameplay Company do this a lot though, my copy of Sonic Unleashed wasn't sealed and had store stickers (actually I think they removed it, but part of the sticker was still on the box).

 

store flamin stiiiiiiiiiiiiiiiiiicccccccccccccckkkkkkerrrrrs :shakehead:shakehead:shakehead:shakehead

 

And they shove DS carts in the manual, which bends/damages the manual, and taking the stickers off causes mass damage!! Seriously, GAME, is 6 stickers REALLY NEEDED?!

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Just because it's not sealed doesn't mean it's not new, it was probably an ex-store display box. The disk won't have been used.

 

Doesn't mean it's not new, but doesn't mean it is. There should be no element of uncertainty for someone parting with a fair amount of cash. Plus, if it's a store display copy I certainly wouldn't consider it in the same league as an actual new copy. Lying around for a while gathering dust and handled by employees is hardly new.

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Doesn't mean it's not new, but doesn't mean it is. There should be no element of uncertainty for someone parting with a fair amount of cash. Plus, if it's a store display copy I certainly wouldn't consider it in the same league as an actual new copy. Lying around for a while gathering dust and handled by employees is hardly new.

 

I agree with this.

 

Usually an item that's ex-display is shown as such, otherwise it can be seen as false advertising, if it's shown as new, then the copy needs to be new, otherwise things like this can happen.

 

I personally would follow raining's advice and go to trading standards, it might stop them doing this again to customers.

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store flamin stiiiiiiiiiiiiiiiiiicccccccccccccckkkkkkerrrrrs :shakehead:shakehead:shakehead:shakehead

 

And they shove DS carts in the manual, which bends/damages the manual, and taking the stickers off causes mass damage!! Seriously, GAME, is 6 stickers REALLY NEEDED?!

 

Storage is always limited though which is an issue.

 

But yeah Game do love their stickers. Whenever a promo changed (or even when they decided to change the colour of the stickers) I'd spend hours peeling stickers off and putting others on -_-

 

And just a word of warning; trading standards are pretty much a non entity.

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But yeah Game do love their stickers. Whenever a promo changed (or even when they decided to change the colour of the stickers) I'd spend hours peeling stickers off and putting others on -_-

 

Peel. Scratch off remaining sticker residue. Replace. Repeat.

 

:D

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Get some sticky tape and dab it over the residue. It works wonders on the stickers they put on laptops.

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When I had a problem with some headphones from a headphone site. I just emailed their contact address, I imagine a few other sites have these. I heard nothing from them for ages but then a month later I received a brand new free pair of the same headphones that had broken, so it was worth it :D

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Gameplay are just online... so why would they need display or store boxes?

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Gameplay are just online... so why would they need display or store boxes?

 

They share stock with Game and Gamestation.

 

(and from the same supplier as Tescos and others which sometimes means stock gets moved around)

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Almost there Ashley - Game own both Gameplay and Gamestation. :heh:

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Almost there Ashley - Game own both Gameplay and Gamestation. :heh:

 

Almost there - Gameplay owns Game and Gamestation. :P

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I still have a Game Boy case bearing the Electronics Boutique brand!

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naaaa Game is owned by the American chain Electronics Boutique and and and Game snapped up Gamestation and Gameplay... both Gamestation and Gameplay USED to be great... but Game destroyed them when they took over

 

http://en.wikipedia.org/wiki/Game_(retailer)

 

Online operations within the UK are GAME.co.uk, directed at the general consumer, as well Gamestation.co.uk and Gameplay.co.uk for more "dedicated gamers"[19]. All 3 websites are managed by Gameplay (GB) ltd. and follow a similar pricing structure, however maintain a very different corporate identity.

 

From the article you posted.

 

©2010 Gameplay (GB) Ltd. trading as Game.co.uk - Company Registration No: 03221027 - Company Registered in England

 

Small print on the bottom of game.co.uk website.

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In July 2004 the GAME group acquired Gameplay (GB) Limited
In May 2007 the Company announced the acquisition of rival UK specialist video game chain Gamestation for £74 million. The Company stated that they intended to retain the brand.

 

Just cos they let Gameplay run all the sites dont mean Gameplay own them silly

Game acquired both Gameplay and Gamestation so the own em

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