Ongoing Failure to Cancel Order and Process Refund – Order #***

I placed an online order (#***) on 17 December for same-day collection at Game Centurion. I specifically chose collection because I needed the items on the same day.

Without notifying me, GAME unilaterally changed my order from collection to delivery, dispatching it from Game Springs. I only became aware of this change when I called that evening to enquire about collecting my order.

GAME’s delivery partner, Wumdrop, then failed to deliver the order on 18 December, despite this being promised. As a result, I contacted Game Online on 19 December to cancel the order.

To date, the order has not been cancelled, and no refund has been processed. Every interaction with customer service results in the same vague, copy-and-paste responses, such as:

“I will escalate this to the team to assist with the cancellation and refund. As soon as there is any update, you will be contacted.”

These responses offer no accountability, timeline, or meaningful action.

The order remains incorrectly marked as “Out for delivery”, despite the delivery being cancelled on 19 December and the package currently sitting at Game Springs.

While many retailers have significantly improved their e-commerce processes, communication, delivery, and refund handling, GAME appears to be moving in the opposite direction. Based on both my experience and numerous similar complaints on HelloPeter, this seems to be a systemic issue with GAME’s online store.

GAME Online has proven to be unreliable, with little regard for customer service or satisfaction. The lack of transparency, accountability, and basic operational competence is deeply disappointing.

To anyone thinking of buying online from GAME : Please DON’T. You will regret.

How difficult can it be to cancel and refund an order??? Over to you GAME Online