Draconian Exchange Policy

Item: BT Games
Rating: 1
Author: Colin S

We own a PS3, and I have two young sons (6 and 8). Most of the PS3 games are age restricted, or sports (which my boys don't enjoy). They really enjoy the Lego games, but between them have managed to collect all of them. When my youngest recieved one for his birthday, we needed to exchange it. It has taken a while to find something he wants, but on Sunday finally settled for a Motor Bike game. When I took it to the till (the game still sealed and with a slip), the person on duty advised he could only exchange within 10 days (this was 60 days after purchase), but could get management to agree (on Monday only) to an exchange with a 10% handling fee, or he could buy it back as second hand for a substantial loss. I offered to phone Head Office and talk to the CEO (Lorna) myself. What I fail to understand is: 1. They are happy to leave me with a crying 6 year old for the rest of Sunday.... 2. They are not the only shop in the mall that sells games (there were 5 others).... 3. They trust someone to unlock and lock their shop, manage the cash till, control all the stock, and deal with their customer's, but he can't make a decision about an exchange. I called on Monday to speak to Lorna, I got put through to Steven Moore. After the third interruption, I asked to be given a chance to complete my story, in the hope that I would get a better outcome. He confirmed he could only buy it back in terms of the Second Hand Goods Act at a loss to me (of 75%). Lorna doesn't like him taking back games, and he has been given a mandate of 10% handling fee after 30 days. So no, he couldn't help me, and no, I can't speak to Lorna, she doesn't take calls. I understand you have a policy, but I battle to understand that your only option for me is to pay 25% of the price, and then expect me to buy from you again. Your policy is draconian, your staff are not empowered, your CEO doesn't speak to customers, and you have very little respect for customers. I wish you well with your business endevours, but you won't see me in your shop again. I often wonder if companies try and assess what a breakdown in service actually costs them. I have bought many games at BT Games, they are conveniently located and have a large selection, but I have honestly bought my last game from you. Since Monday, I bought 8 games from CNA and Musica totalling R2100, I posted my experience on Facebook to 484 friends, I have spoken to numerous people about my experience (many with kids), I have put this complaint on Hello Peter, and I have undertaken to e-mail ********** every time I make another game related product. I wish your business luck, you're going to need it.

Helpful (0)

Replies (0)