Do not purchase

My experience with Empire Gaming

I was interested in a kids Mercedes Actros, ride-in truck that was being sold by Empire Gaming. Before placing an order, I checked out their website and contacted the number on their page. I spoke a person named Clayton and enquired how soon the delivery would arrive if I had placed the order immediately (11 December 2019). I was told that I would receive the order the following week, midweek (so by 18 December 2019). I also enquired about the the stock availability of the colour I required and I was assured that there was enough stock. I also informed him that the item was meant to be a Christmas present and was to be customized at another outlet, so the time frame had to be stuck to.

I placed the order right after the call. I then received a call from Marlin (apparently the owner and person in charge if dispatching stock). Marlin enquired about which colour I required as I had not stated that in the order. Note that their website does not ask for a colour choice on purchasing the item. So I told him what I required and he mentioned that he did not have stock of that colour. I informed him that Clayton had told me there was stock and that I would receive it the following week. He said that Clayton was just an administrator and that he was in charge of dispatching items and there was no stock. So I said I would call Clayton and find out what's going on. Immediately, I phoned Clayton back where he confirmed that there was an unopened container at their warehouse which had the stock I required so I would definitely receive my stock the following week.

In the 18th of December, I sent Clayton a WhatsApp message asking what time the delivery would arrive and I received no response. I called him and he said that there was a delay and I would receive my order by the 20th of December. He also mentioned that there was a company that could assist in the speedy customization in order to have the item complete before Christmas.

On the 20th of December I messaged Clayton once again, and enquired about the time of delivery. Again there was no reply so I phoned Marlin to check if the item had been despatched. He said that their delivery truck had not left yet, around midday on the 20th of December. He said that there were other items still being added to the truck load and that the item would be delivered on Monday, 23 December 2019. I said that it was unacceptable as on their site, you pay for delivery individually. And that if there was going to be a delay, I should have been informed or alternative arrangements should have been made, as it was meant to be a Christmas present. Then he said to me that the item "could" arrive the next day, Saturday, 21st December 2019. I informed him that I was going to be out for the weekend and would not return until Monday. He wanted to details about where I was going which I didn't think was important. Nevertheless, tired with their pathetic service and unreliability, I stated that I wanted to speak the owner. Marlin said that he is the owner, so I told him that I would like a refund. He said no problem but it would only reflect on the following Monday. I insisted that I wanted and immediate payment and he said he would get Clayton to sort it out.

I received a call from Clayton a few minutes later asking why I called Marlin and saying that he started getting blamed for the whole incident as he claimed he would only assist me... I was livid and reminded him that HE confirmed that I would receive delivery on the 18th, then that he definitely had stock. When the delivery was delayed, HE assured me that it would arrive on the 20th, latest. And on the 20th HE didn't have the decency to respond to my message until Marlin contacted me. Again he said he could arrange for delivery to arrive in Monday I told him that Marlin said he would refund the amount I paid which needs to be processed immediately. He said that there was no way he could process it on that day, but that on Monday he would.

Marlin asked for my banking details which was sent to him and Clayton, where he responded by saying that a person named Floyd would handle the refund. On Tuesday, 24th December I asked Marlin where my money was and I didn't receive a reply.

I have not received the refund until now, nor have they thought to respond or communicate since.

The company, Empire Gaming, is absolutely unreliable, do not care about reliability or customer service and honestly seem to have no knowledge of supply chain management. Once they have your money, they could care less about providing you with any kind of service. I would not do business with them ever again!