GAME says sorry for selling ex-display stock as new

16 April 2010

In January we featured the plight of avid Bitterwallet reader Chris, who had a bone to pick with GAME over their shoddy policy of selling ex-display stock as new through their website; it caused a ravenous fury amongst our other readers for one reason or another. Now GAME have come forward and apologised for shifting shoddy goods to their customers; the girls and boys over at our sister site Dealspwn take up the story;

This Easter, many Hot UK Deals posts were marred by GAME shifting a lot of tatty ex-display stock instead of “new” games (as advertised). GAME has now apologised for the mistake, stating that the huge demand caused them to relax their quality control standards.

“This stock should be in mint condition but we are now aware that some ex-display stock has slipped through our quality screening processes. We would never seek to mislead our customers by offering for sale product that we know to be sub-standard, and would like to take this opportunity to offer our apologies to any customer that has been inconvenienced by this matter.”

GAME have also stated that they will be offering a refund or replacement to affected consumers.

“If any of our customers have bought a ‘new’ game from us, then we will have sent a new game out to them. If any customer has received a game that is damaged or that they are not happy about the condition of, we will be pleased to replace it or refund it, subject to our normal terms and conditions.”

Score one for the good guys. However, in other GAME news, the retail outlet has apparently cut staff hours again in order to rein in its outgoings. Hopefully this will remove the need for any further layoffs and store closings.

So ex-display stock accidentally through the quality screening process at the same time the company closes down stores and concessions, and reduces staff and hours. in the words of Neil Patrick Harris, what a crazy random happenstance.

[Gamesindustry.biz]

TOPICS:   Complaints   Games

15 comments

  • Amanda H.
    I bought a new Wii game from TheHut and received a 2nd hand one. got a refund though, so I had to cancel the voodoo curse.
  • Chris
    Did you get to keep the game?
  • Mr W.
    So did I, so I used my place on the board to have some stores closed.
  • dacouch
    Surely exdisplay stock is empty cases that have been on display but the actual ROM is kept in protective coverings behind the counter as they do with the new items...
  • B.A. B.
    I've had the same problem with zavvi and the hut at least 10 times, sometimes they even send scratched discs that don't work. Awful.
  • Bacon
    @ dacouch - no they use games in their on-display consoles. I used to work at a Game. Those games would be sold on as new if I remember correctly.
  • PaulH
    This happened to me the other week - ordered Silent Hill: Homecoming for the 360 as "NEW" and it was a tattered 2nd hand copy - I suppose the only good thing I can take from it is that fact I only paid £6 and I was able to copy the game to my HDD so the disc was fine.
  • Christopher
    Absolute bull. And hi, I'm OP :o) GAME have been sending out ex-display stock as standard forever. I took me a while to realise, but prety much *everything* they sell could possibly turn up as ex-store. Pretty much 33% of my orders (and, for various reasons, that's *a lot*) have been ex-store.Here's a run down (one of which just arrived *yesterday*), with how many should have been new (ie. 4) and how many were store stock (ie, 1): 14/04/2010 - 4, 1 05/04/2010 - 4 26/03/2010 - 7 25/03/2010 - 4 22/03/2010 - 3, 3 17/03/2010 - 2, 2 15/03/2010 - 4 15/03/2010 - 2, 2 15/03/2010 - 2 15/03/2010 - 2 15/03/2010 - 2 11/03/2010 - 3, 3 09/03/2010 - 2, 1 09/03/2010 - 3 04/03/2010 - 2, 2 04/03/2010 - 1, 1 02/03/2010 - 2, 2 01/03/2010 - 3, 3 22/02/2010 - 10, 4 17/02/2010 - 4, 4 15/02/2010 - 3 17/02/2010 - 2 15/02/2010 - 2 08/02/2010 - 2 04/02/2010 - 11, 5? 04/02/2010 - 2 04/02/2010 - 2 01/02/2010 - 2, 2 28/01/2010 - 6, 4 21/01/2010 - 4, 2 11/01/2010 - 3 04/01/2010 - 3 04/01/2010 - 6, 6 That last one's the OP, and all my so-called new orders this year. 114 new games, 47 actually ex-store. Hell, that's approaching 50%, with no obvious letup in the last 4 months.
  • Sebastian
    This has happened to me too many times and Baracus is right The Hut as well as Game are very poor when it comes to this dubious practice. I sent 4 items (posted separatey) back to them in December and heard nothing for over a month. When I contacted them they claimed they had not received any of them back! Luckily I had kept the proof of posting although before I sent it to them I mysteriously received a refund for 1 of the items. Eventually I got my money back 2 months later. They send out items that are clearly not fit for sale (poor condition even for pre-owned) and hope you can't be bothered to go to all the trouble of sending it back and then chasing it up.
  • Christopher
    Forgot to add, I don't blame them, it's a very viable opportunity for them to sell off any returned store stock that hasn't been sold, and given that GAME are predominantly a high street store they're gonna have a lot of unsold stuff to shift. It's exactly what I'd do with a store, I'd just let people know about it. And I've no idea why the hell they're appologizing; there's no indication they'll ever stop doing it. Oh and, fwiw, orders more likely to be ex-store stock are anything that's very low in stock online (if you can't add more than 5 items to your basket, you can be certain most will be ex-store). And anything priced at crazy levels, eg. Rock Band Instrument Kit for £25. My (inevitable ex-store) copy was stickered up at over £100 when it arrived. In other words, just about everything posted on HUKD will be ex-store ;)
  • Johnters
    @ Christopher - Why on earth did you keep buying?!
  • Christopher
    @ Johnters - because I don't mind buying used goods. And that's exactly what I now expect every 'new' GAME / GS / GP purchase to be. If it turns up boxed, in good condition, and god forbid sealed, then that's just a bonus. So long as they have the best price, I don't care.
  • bykergrove
    WTF IS DIS REAL? @ Christopher - why the fuck do you buy so many games?
  • Why B.
    [...] last week, GAME featured on the pages of this esteemed organ, when management apologised to customers for selling ex-display stock as new. According to our readers it was a practice that GAME indulged [...]
  • GAME’s B.
    [...] a year to the day, high street retailer GAME apologised after a lot of their customers bought new games and were palmed off with used and second-hand versions instead. “Some ex-display stock has slipped through our quality screening processes,” said a [...]

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