EB Games Sent Wrong Game to Me, However Require Me to Send The Mistaken Copy First before They Release My Copy That's Paid for

fordleg on 11/01/2023 - 11:16
Last edited 11/01/2023 - 11:20

Ebgames sent wrong game to me, however require me to send the mistaken copy first before they release my copy thats paid for.

Just curious if this is common practice.

Pretty frustrating as the mistake is on them, yet im being held hostage until they get there 20 dollar game back when my game was 86. (sonic frontiers Switch).

anyone know of this happening to them or can clarify that this is the norm as im frustrated over the situation.

Cheers for any help.

Also gave them tracking info on there item and still no reply.

Gaming

Related Stores

EB Games Australia
EB Games Australia

Comments

  • Bargainitis on 11/01/2023 - 11:27
    +4

    its generally pretty standard to get the incorrect item back before they ship out the replacement but it will vary company to company. I know for Kmart, when they ship you the wrong item, they refund you and you can do what you want with the wrong item.

    Thinking about it, I'm surprised they didn't refund you for the $86 and leave for you to decide the fate of the incorrect item.
    Again, YMWV, guess that must be EB's policies.

    • Bargainitis on 12/01/2023 - 09:37

      thinking about this again. One of the other posters (Dingoblue) later on made a good suggestion.

      You can go back stronger and say "you sent wrong item, thats your fault. Suggest you make it right by sending the correct item to me otherwise refund me".

      See what they say…

  • avoidfullprice on 11/01/2023 - 11:38

    Yea is common. Also you have right to feel anxious. I will be too

    • SnoozeAndLose on 11/01/2023 - 13:06
      -1

      Just know your right and fight for it, no need to feel anxious.

      I would demand a return freight at the bare minimum as it is not OP's fault.

      • avoidfullprice on 11/01/2023 - 13:53
        +1

        Easy to tell someone to fight for their right

        • SnoozeAndLose on 11/01/2023 - 14:03

          Once you did it once, all become east

  • sheamas88 on 11/01/2023 - 11:40
    +7

    It's common practice, but depending on exactly how they handle it, it may not be right.

    It's reasonable for the business to require the wrong product be returned first, BUT they are responsible for getting the item back, not you. Either they send a courier around to pick the item up, or send you a postage paid satchel that you can just drop in the post box. If they want you to package the item, and take it to the PO on your own dime then they are really pushing it, unless they are compensating you entirely (packing,postage,petrol to get to the PO, etc)

    *Edit: Also make sure if they want you to supply the packaging you don't skimp, otherwise they may blame you for any damage incurred during the return shipping. I'm taking high quality box, plenty of padding. Don't use the cheapest shipping either, go for a reputable company with insurance and signature on delivery. Make sure to document all your costs and get them to compensate

    • Love a bargain on 11/01/2023 - 12:39
      +1

      Best to return it in the packaging that it came in - then they can't blame OP for any damages due to poor packaging.

      • sheamas88 on 11/01/2023 - 13:17

        It was more a tongue-in-cheek about making EB pay an excessive amount for the return of the item. OP says the game he got is only worth $20, so if it costs $21 for return postage EB are gunna look a bit stupid

  • CyberMurning on 11/01/2023 - 11:46
    +3

    local store need to learn from amazon.
    one time an item worth $500 broke (actually just small issue but it is still defective) after 2 months - just a simple chat, agent said no problem i already order the replacement for you as we speak, you have 2 weeks to return the old one from today. here is the free return label.

    and yes next day i got the package! i have not pack the old one yet lol

    • MeesusEff on 11/01/2023 - 11:50
      +1

      How long ago was that? Amazon recharged me for a return months later as they said they hadn't received my return (rep said no need) so be careful if you don't do it

      • CyberMurning on 11/01/2023 - 12:09

        a year ago. and yes ofcourse i have sent the old one.

  • DingoBlue on 11/01/2023 - 12:13
    +5

    "You sent me X by mistake and I am happy to help return it. That doesn't change the fact that I ordered and paid for Y on XX/XX/XXXX and right now you're refusing to supply it. Please go ahead and ship it out or if there is any problem doing so please refund the order."

  • tallkid123 on 11/01/2023 - 12:42
    +1

    I had a similar issue back in 2021. This was EB Games customer service reply -

    We will need the incorrect game back to exchange.
    I have attached your return label to this email. Please take the label and the game to your local post office and they will have it sent back to us.
    Please ensure the game is securely packed to prevent further damage in transit.
    Once we have received this one, we will send out the correct game to you.

    So yep, just return the wrong game and they'll send you the correct one later.

  • godofpizza on 11/01/2023 - 13:02

    as long as it's paid for by the sender and if in the event it's lost. it's on them.

  • Jimothy Wongingtons on 11/01/2023 - 13:03

    As long as they cover the freight to return then I think it's fine.

    The industry im in is really hard to keep long term customers since the competition is very high, and customers are ready to throw you under the bus if you even slightly inconvenience them - as such in these kind of events / or faulty items they always demand goods sent out first. Which is fine - but probably 8 times out of 10 we never get the faulty back. I suspect EB would probably face same problem if they sent out replacement goods first.

  • xazark on 11/01/2023 - 13:08

    very poor customer service. I would suggest you to use a different company, in fact Amazon currently have the game for $78 delivered here they also have significantly better customer service

  • vorsprung on 11/01/2023 - 13:52
    +2

    I'd probably just push for a refund and get it (probably much faster) from Amazon. If you're not in a rush then wait it out with EB I suppose. Who knows how long they'll take to process the return. I wouldn't be fussed with lending them $86 for a few weeks, but would be annoyed waiting those few weeks for the correct order to arrive.

  • JimmyF on 11/01/2023 - 14:55
    +1

    Just curious if this is common practice.

    Yes, but they pay for return postage.

  • BewareOfThe Dog on 11/01/2023 - 15:07

    Which JB store OP?
    I want to make sure my daughter doesn't get the sack. :)

  • kanmen on 11/01/2023 - 17:24
    +2

    This happened to me once with clothes but they actually sent someone elses order to me with the other persons full contact details. They refused to send me the items I ordered until I returned what they had sent me. I had no problem sending those items back, but it did feel like they were holding my items for ransom even though it was their error (and breach of privacy.)

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