Unacceptable Service

To call my experience with BT Games disgusting would be an understatement.

I ordered a product on their online store on the 12th of December as a Christmas present. The email confirmation told me I could track the order but when I logged into my account nothing was there. I phoned the orders department and was told by the operator that someone would call me back. Two days later the call hadn’t come. I then went to the physical store where I had arranged to collect and they told me that my order was there but under a different name. After two more unsuccessful calls to the orders department I finally managed to get in touch with Terry, the orders manager, but only after chewing the ear off the operator. He told me that the problem was fixed and that I could go to the store to collect my stuff.

When I arrived the store confirmed to me that the order was now in my name but said that they had not actually received it yet. After 3 days of no communication, I finally went into the store on the 23rd to ask what was happening as I still couldn’t track my order online. I was now told that there was no stock at all in the entire province, that nothing had been sent from Terry, and that the head office was no closed so I can’t even contact him to find out where my order is. They said they might have my order “maybe after Christmas, or in the new year, who knows?” I cannot even cancel my order because Terry is the only one who handles that and he is on holiday. Even then it will take 10 working days to maybe get my money back.

Frankly, this is unacceptable and has left me empty handed just ahead of Christmas. I’m despondent about just how bad the communication was during the entire process and it’s wrong that the customer should have to sink so much time and effort into getting something they paid for. I have since discovered that my experience is not unique but has affected numerous others. Someone should be held accountable but I don’t hold my breath that they will.

Pathetic. I will never give my money to BT Games again.