EB Games - Calling out Dodgy Sales Tactics

Zaddo on 28/11/2018 - 13:51

I purchased a game from EB Games during the Cyber Monday Sales. The following morning I received an email apologising that they were out of stock and could not fulfill the order.

I phoned the store immediately and asked if they had stock of the game. They did. I then asked them why they cancelled my order. I got mumbles and excuses that maybe the person handling the order couldn't find the game. I asked that since they now found the game, could they fulfill the order? They said they couldn't, even though I still had an active order in the system for the special price.

So in summary, they sell me the game, have stock, but refuse to handover the game.

This seems like a blatant tactic to get foot traffic to their website through deceit.

I searched for similar issues in the OzBargain forums and found several posts by other customers that have had a similar experience.

Shame on you EB Games!!!!

I like to support bricks and mortar. But I won't support dodgy business practices.

If you feel the same way, please boycott EB Games.

Poll Options expired

  • 55
    I will not support deceitful business practices
  • 3
    Maybe I will shop a bit less at EB Games
  • 9
    I don't give a ship
  • 19
    I will jump at a bargain even if children are sacrificed
Gaming

Related Stores

EB Games Australia
EB Games Australia

Comments

  • boomramada on 28/11/2018 - 13:58
    +4

    Maybe online order comes from warehouse and you rang a branch?

    • Zaddo on 28/11/2018 - 14:00
      +2

      I did click and collect because postal delivery was not available due to out of stock. Their system showed stock left at several stores, so I picked the store closest to me and placed the order. Their ordering systems provides this transparency so you can find the game in your area.

    • garetz on 28/11/2018 - 14:01

      Not true, they actually check stock at your local store as well, and thats where it is sent from usually. Ebgames doesnt used a centralised system.

  • lunchbox99 on 28/11/2018 - 13:58
    +3

    Complain to fair trading in your state.

  • Alwaysprofit on 28/11/2018 - 14:00

    It happened to me too. My suspicion was on staff "unable" to find the stock rather than EB itself.

    • Zaddo on 28/11/2018 - 14:02
      +1

      They found the game very quickly when I phoned the store and asked them if they had one available. I even asked them to physically check in case it was stock error on their computer. They found it within 30 seconds.

    • [Deactivated] on 28/11/2018 - 15:17
      +3

      "My suspicion was on staff "unable" to find the stock rather than EB itself."

      This is much more likely, logically and as a former employee. Always assume incompetence over malice.

      • Zaddo on 28/11/2018 - 15:22

        LOL, fair enough :-)

  • [Deactivated] on 28/11/2018 - 14:11

    def complain to fair trading

  • HighAndDry on 28/11/2018 - 14:12
    +6

    Damn - this does sound pretty egregious. Have you tried going in-store, asking if they have that game in stock (or just picking it up off the shelf) and then going to the counter and telling (not asking) them that you're here to collect your order?

    Arguably (don't take this as advice and certainly not as gospel), you could legally just walk out of the store with the game since you've already paid for it, and paid to specifically get it from that store….

    • Rukiata on 28/11/2018 - 14:17

      Username checks out.

      • HighAndDry on 28/11/2018 - 14:20

        Man, just can't win. Be reasonable and say that the customer isn't always right? I get dogged with negs. Be reasonable and on the side of the customer? Dogged with negs. Not even accusing you of the neg btw, but sigh.

    • [Deactivated] on 28/11/2018 - 14:57

      This only works if they have accepted the order as 'fulfilled'. From the employee's perspective, there is no order waiting to be collected, because they rejected it. You could try this however and stamp your feet when you don't get your way, because the employee can easily just override the price, get a manager, or call customer support, all of which should result in OP getting his way

      • HighAndDry on 28/11/2018 - 15:02
        +1

        Yeah, that's technically correct, but if the reason is "No stock", and you're standing there with a copy of the game, then I actually think this:

        and stamp your feet when you don't get your way

        Is not only likely to work (which it does, depressingly often), but even valid given the circumstances (imo).

    • Quantumcat on 28/11/2018 - 19:54
      +1

      Wouldn't work, they keep the disks and cartridges behind the counter. The shelf only has empty cases.

      • Zachary on 30/11/2018 - 00:10
        +2

        Well you go up to the counter pretending to buy it, let them fill the guts back in, and when they go to wait for you to pull out your wallet to pay for the thing, you then quickly take off with it waving and saying "Fair and square bich - you already got my money, now I get my game!" as you leave the store in the most badass style possible…

    • MrBear on 29/11/2018 - 09:04

      And make sure you put your hair into "want to talk to the manager" style.

  • ensanguined on 28/11/2018 - 14:23

    Damn, that's some dodgy BS!

  • [Deactivated] on 28/11/2018 - 14:43
    +3

    "I asked that since they now found the game, could they fulfill the order? They said they couldn't, even though I still had an active order in the system for the special price."

    Just call their customer support line. As an ex-employee I can attest that the customer support line was extremely helpful.

    It's most likely that the employee at the time of the order couldn't be bothered to find the game or was too incompetent to find it, then they rejected it, then whoever you called after that did find it, and not so much that the company/employees are "dodgy".

  • Trying2SaveABuck on 28/11/2018 - 15:36

    EB games are 'generally' a major rip off, they basically RRP everything and only discount to price match.

    Every now & then you can get a decent buy if you check OzB there are deals ie i got a GT original PS4 controller for $49 around a year ago….

    I cant remember the last time (if ever) i purchased a new release from EB games

    Always check the Ozgameshop for PS4 and Xbox titles
    or Instant Gaming for PC they are normally cheaper IF they have what you are looking for

    • [Deactivated] on 28/11/2018 - 15:54

      "Always check the Ozgameshop for PS4 and Xbox titles"

      Err if you want UK shipping? Amazon is far and away the best for getting games on release day tbh

      • Trying2SaveABuck on 28/11/2018 - 16:47
        +1

        I dont know Amazon isnt that cheap…unless you got a deal

        • [Deactivated] on 29/11/2018 - 09:22

          I've bought 4 launch-day AAA PS4 games this year, they've been delivered on release day for $69 or less

  • Topdog on 28/11/2018 - 16:13

    So, no one has asked the important question, What was the game?

    • Zaddo on 28/11/2018 - 16:29
      +1

      :) Mario + Rabbids Kingdom Battle - for Switch

      Was going to be an Xmas gift for my daughters boyfiend.

      OzBargained of course: https://www.ozbargain.com.au/node/420426

      • Topdog on 28/11/2018 - 16:32
        +1

        That sucks, Games good to! hopefully you get it cheaper closed to xmas again

      • [Deactivated] on 28/11/2018 - 17:30
        +1

        D'awww, that's nice. You're a good dad.

  • BertieBrown on 28/11/2018 - 18:55
    +1

    So, hang on, you ordered the game as C&C from X store, but they tell you can’t have it, so you ring them and they’ve got stock in the store you would have collected it from, stock which isn’t reserved or has been bought by another person earlier, and yet they still won’t let you have the game you bought?

    What rationale did they give you to refuse to provide goods that they have in stock?

    I would definitely contact head office, not that you should have to, and then at least get your cheap game and then give em the bird promptly afterwards.

    EB seems to have customer service as a high priority generally in my experience, so I’d be complaining.

    • Zaddo on 28/11/2018 - 19:55
      +2

      That is exactly what happened. I know that some people might embellish a story to make it more dramatic. But if I am going to paint an individual or company in a bad light, I believe in sticking to the facts as that is fair and also ensures the issue cannot be dismissed because it stands rock solid.

      I spoke to the manager at the Deception Bay store. She refused to honor the purchase. I spoke to their customer service on 13 39 30, they told me they couldn't do anything because the sale had ended and it didn't matter that I had an active order made during the sale and they had taken my money. I have also sent them a complaint via there online general enquiry form. I could not find any other avenue's to follow this up with EB.

      I wouldn't normally bother to go to such lengths to try and resolve the dispute. But this just stinks of unfair business practices, so I did what I could on principal.

      As a last resort, I posted this thread so that at least others could learn what type of company EB are.

      • BertieBrown on 28/11/2018 - 20:05

        Crikey. That does stink. Thanks for sharing. Really disappointing to hear nobody would do anything. :/

      • [Deactivated] on 29/11/2018 - 09:25

        Wow I am extremely surprised this happened. Message them on Facebook maybe?

        I worked at EB in Sydney for 5 years and not once would I, an assistant manager or store manager have allowed this to happen. It's extremely simple to just override the price of an item, and not once in my 5 years did I ever hear a word about a price I changed after the transaction had ended. They should definitely have just honored it…

      • Cliche Guevara on 30/11/2018 - 13:12

        Deception Bay… I think I see your problem.

      • solidussnake on 30/11/2018 - 14:56

        Post your story on their Facebook page and give em 1 star watch how fast they will turn around lol

  • N1NJ4W4RR10R on 28/11/2018 - 22:34
    +2

    I will jump at a bargain even if children are sacrificed

  • [Deactivated] on 29/11/2018 - 09:26

    You should even consider posting a link to this thread on Facebook so they can see how much a trivial sale potentially impacts their brand.

  • sandstormfirestarter on 29/11/2018 - 12:30

    Click and Collect at EB has a 1hr expiry for staff to accept from the minute they come through on the system, otherwise it defaults to “stock not available”. Generally this is enough time for staff to find your game, but due to current sales and number of staff on hand (usually 2-3 at any given time), it is possible your store was too busy for staff to accept your C&C in time.

    • Zaddo on 29/11/2018 - 15:55
      +1

      I understand that may be the case and that is understandable.

      What I don't understand is why; When I phoned the store and they confirmed they had an unsold copy of the game. They wouldn't put that item they had in their hand aside and fulfill my active order.

  • AssociatedThePriceMatchGuy @ EB Games Australia on 30/11/2018 - 09:41

    "You Either Die A Hero, Or You Live Long Enough To See Yourself Become The Villain" - My former career at EB Games..

  • charng on 01/12/2018 - 16:31

    online orders and store are different "franchises" i presume. i am using the word "franchise" loosely. when you choose a store to click and collect, very likely their warehouse ships the item to the store location rather than using the in-store stock.
    when i ordered something from HN online and chose store pick up, i could see my items had the connotes generated after i placed the order online and the goods were shipped to the store from other suburbs even states.

  • Allwentmarching on 03/12/2018 - 17:49

    Ive had similar happen with Myer Online and David Jones too. you get halfway through the order then it tells you online is out of stock, but if I go in Ican physically see the stock in the store. Store wont sell it for the online price.
    Not quite the same because the sale hadnt completed but I was half way through so its still annoying.
    Stores need to get their act together.

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