GAME - Worcester Avis 4

Nice, straightforward, easy to use.

good explanation and advice from assistant. Very affable person, eager to help.

I recently purchased a new Xbox controller model:1914 from Game Worcester 2221 in Sports Direct.

The controller did not work with my set-up as there was severe input lag, this controller was brought so I could have a fourth member join in a yearly gaming session so I was highly disappointed this happened and it ruined the fun.

I went into the store and asked for a refund as the controller was not working correctly I explained out of the 4 controllers that were being used the new one brought was the one with the input lag and that I would like a refund.

At this point, the member of staff said to me that they would need to message their manager and see, to which they got on the phone and then received a call from the manager. The manager relayed through the employee the information that I couldn’t get a refund because they didn’t believe there was a fault and that for me to get a video of the issue. This was relayed to me after the phone had been put down so I could not argue my case and the employee refused to give me any other option. I asked for the manager to which I was told she was in the store across town in the house of Fraser (This is poor practise as there is no good escalation process within the local branch meaning disgruntled customers are left in the dark and employees are more likely to be abused). I was on my lunch break from work and wanted my money back so I rushed to get to the House of Fraser game and asked for the manager I explained it was faulty and that nowhere in the policies and procedures of Game it says about recording evidence of the issue and that if they are going to make up policies that are away from the core policies being pushed down from Game then they should let customers know before purchasing to which they said they were too busy to say that which is extremely unprofessional and a poor business practise.
the experience I have received from Game is poor and it shows that all the employees/managers care about is their bottom line and not a good customer experience.
I am now stuck with a broken controller and cannot use it due to input lag and will waste time gathering evidence because I’m not believed, this is ridiculous. Nowhere on your policies and procedures does it highlight I need to give evidence and it’s a ploy to keep my money. Also Game is not compliant with the Consumer Rights Act and a manager of the store should know this.

I will never shop at Game again after this I tried to complain online, but was just told to go back to the store with evidence.