Topic: Game - Click and collect nonesense

I need some advice here, I purchased a physical copy of pubg for my sons birthday last night online and went to collect it today. I understand its a code in a box, but it will make his day once he unwraps it.

1) Okay so in store today my copy hadnt arrived. But they had boxed versions on the shelves, and wouldnt give me one. Is this normal? I have to wait for the copy I ordered to arrive.

2) The staff member unsinuated that the online company and retail bricks and mortar store are seperate entities. Is that even true?

3) As its a digital code, I cant cancel. What the hell is that all about? I would presume its not covered under digital sales rules as it comes in a box? (I was going to cancel and pickup a copy in store)

All advice is welcome as this is complete madness and I will be taking it further. My mind is so boggled by these terrible customer service rules.

I got something from Currys online for my partner over Christmas, wasn't correct so took it in on 26th to exchange, they didn't have it in stock but said they'd order it in and it'd be with them on 27th/28th and they'd call me when it arrives. No call yet 2 weeks later. Can't get hold of the store directly. Call the main number and they can only email the store asking them to call me because they do not pick up when they call the extension. Can't refund me over the phone because the replacement has been ordered from the store even though I originally ordered online.

Since purchased it elsewhere and need to get round to going in to get my money back now. Don't feel like spending my free time travelling there to be honest but..£150. Ehh... it's soul sapping really.

@KratosMD Thats makes sense, I thought these incentives were just because you order online. Not that they operate separately.

@kyleforrester87 Exactly bro. It may be a short term win cash flow wise for a business. But they can get stuffed if Im ever ordering click and collect from game again.

@themcnoisy Yup. But then the staff there including supervisors and management don't get paid enough or treated well enough to give a damn either so it's pointless taking it out on them. I was in Argos the other day and you could tell the staff just hated it. The shop didn't look like it'd had any investment in 20 years apart from the ipads you order off and the staff were just shuffling round avoiding eye contact.

@kyleforrester87 Yeah thats an issue. It was the expanation more than anything. It must have made sense to them, but it was a poke in the eye to me.

Common sense helps when dealing with a customer. For instance if someone reserves a car with us but likes a different one on site, we simply port the reservation fee over onto the different car. If they dont like any they get a refund. On the contrary pubg through Game, wherever its digital or physical is not in my possession so surely I have no legal obligation to proceed with the sale.

@themcnoisy It's a training issue really, but then when half these companies are on the verge of going under it's no shock the higher ups are not looking to the future and investing in this area. The general staff know it too and it feels like motivation is at an all time low on the high street. Anyway, good luck with Game!

1) This might tie into 2, but they can probably SELL you a copy, just not give you one since you placed your order online
2) This is typically the case still. It's a pain for customers, but there is very often a large disconnect between the physical and online stores.
3) This to me just sounds like mis-enforced policy. Policy is you cannot return a digital code because there's no way to know if you used it. Problem is, if they haven't GIVEN you the code, you should be able to 'cancel' the order.

Not sure there is much you can do other than complain to support. Personally, I never trust buying 'physical' digital copies because of these very issues. I don't want to pay for a physical product until it's in my hands (or shipping from a reasonable company)

In the future, what you could do is print out a sleeve for the game, put it in an old bluray/dvd case, and just wrap the code yourself. Sorry you had to go through this for a bday gift

@NathanUC thanks Nath, I am going to ring support and I think that all makes sense now.

Its not a huge deal as long as its there tomorrow or I cant collect until next week! when I bought it digitally over PC there wasnt any issue obviously and I should have got him a £25 voucher or just dropped in without click and collect.

It ended up leading to a mini arguement with the wife (that was actually me shouting f this bs at about 5 decibels towards the Mario merchandise) and its just insanity really. Oh well.

I will update if it doesnt arrive tomorrow. Then there will be fireworks. (I will be on my own, the better half in work).

So there you go my experience of pubg on xbox is glitchy as hell and I havent even got the game yet.

I had something similar last week - I got a load of PC World vouchers through a work perk thing so I could buy a laptop. The issue is, I had too many individual vouchers to redeem online but online was the only place I could find the model I wanted in stock. I talked to their online store support who told me, nothing they could do and that I could only go in store and use my vouchers IF they had that model in stock. I couldnt go in and order it in store for delivery or anything. I had a panic that I had all these useless vouchers that I couldn't return.

Anyway, went straight to a bricks and mortars store and luckily talked to someone who was really good. I found out that a) that was complete rubbish, they could order it in and that b) the laptop I wanted was out of stock everywhere, including online. They'll just take your order and try and find stock somewhere. If they can't, after several weeks, they'll just cancel and refund. In the end, tried some other models and got a slightly cheaper model and some other gear.

Feel your pain on this one - I suspect they either can't refund it because it is online or won't because it will affect their sales target. Both are total BS and a reason that any store that has an online component must make sure they are synced.

@Rudy_Manchego Thats another point. If they dont have the more powerful within budget computer, why the hell is it allowed to be advertised? Its a shadow of something that doesnt exist. It Happened to me when I was looking at laptops and its totally a waste of time=, like the holidays online that are not at the advertised price.

=I did buy a laptop from China and everyone was telling me it was a con. Turned out to be bargain of the year but it goes to show we are all so used to being fed lies and putting up with it.

Anyhow thanks for the support dude.