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Terrible Customer Service
They blame you instead of their flawed system. Pre ordered online for click and collect in a particular store but when the order is confirmed it's a click and collect at a different store 20km away! Nothing they can do apparently. It's not their system but your fault. Conveniently, their calls are NOT recorded for quality assurance, which is no wonder their customer service is such a poor standard.
Terrible customer service, zero customer focus
Really disappointed with online ordering on the EB Games site. Philips Hue products were in stock online, and in my cart ready to go (distinguished from those out of stock that were removed from my cart at the time I entered my address for delivery). I then proceeded to buy about hundreds of dollars worth of discounted gift cards for the purchase only to be told that I could not proceed with payment after entering the specific gift card details because items were out of stock. They're still appearing online as available even now! So now I'm lef...t with no products and whole load of EB Games vouchers for which I have absolutely no use. Spoke to two customer services agents including a manager and they frankly didn't care - offered zero solutions. It was apparently my fault for purchasing the gift cards. They said I should be raising the query with the third party platform from which I bought the gift cards. It isn't the third party platform's issue that EB's online shop isn't recognising out of order stock, and therefore that third party is understandably not taking any responsibility for it. EB Games should be refunding the cards - it is their product after all. I'm even more disappointed that the agents couldn't work with me to offer a customer-focused solution that also worked for EB Games. "Ok, so we can't refund your cards... let's see if we can find out when the items are back in stock... maybe we could contact you...".
Unprofessional is putting it nicely
They are too busy posting memes instead of actually helping you my package was paid with star track and is now classed as missing in their warehouse for weeks , ignored emails , left on seen , silent treatment, rude customer support and flat out racist behaviour take your business elsewhere
- Online Store
I ordered online for click and collect.. apparently it’s 15 mins… 3hrs later nothing!! I called the store .. they said they cannot help and gave me another number to call.. then after wasting 50 mins on the phone the usual excuses.. they are hopeless and make me sick! There’s never a problem with taking my money with these guys.. just a problem with delivering a customer with satisfaction..
Console repaired by EB reboot
Due to convenience I had my nitendo switch repaired by EB reboot and was very satisfied with the repair. Basically it's like I have been returned a brand new console and luckily for me my console didn't lose it memory. It does take a few weeks to get repaired so if your looking for something to be done quickly then maybe not the route to take but was happy with my experience and had alot of things repaired/replaced for a fixed price. Id recommend the service.
Bought a refurbished ps4, i took home and it didn't work, with covid I understand refunds and returns are hard, si I asked for a refund on the broken ps4 and offered to buy another while waiting for the refund and as they sold me the faulty one I asked for a $40 upgrade to the slim ps4 so that my 14yr could have another one now. Not even helpful not at all they are almost arrogant with their responses. I have purchased multiple ps2's,ps3's,ps4s,x box's,switches and even my ps5 through these guys, countless games and a VR. the guys in my local e...b are great guys and I live in a rural nsw town and with the associated time fame that will take to resolve the situation apparently $40 was such as small price to pay but they won't budge at all and to speak to a manager the response was they will ring to discuss when it suits them. Just not good enough
Ordered marvel 1up cabinet
I bought a marvel 1up cabinet and was really excited, it got delivered in the first week of July. There was damage to the screen(not eb games fault) but I had to email 3 times over 2 weeks to have my complaint heard. The cabinet was collected 10 days later and waited 2 weeks and no response back. Emailed them twice more, no response, called them and spoke to someone, and ended up canceling and asking for a refund…. Worst customer service experience ever. Really disappointed
Not so great at shipping
I recently bought 2 funko exclusive pop vinyls from zing/eb games and although it was great that they offered free shipping - the funko pops were not well packaged for shipping. They are packed in one box with one tiny air packet in between the two funko pops - no bubble wrap. So the funko boxes now have corner damage and slight creases on the sides. Wouldn't recommend buying funko pops from them online.
Dishonor advertised sale
Very annoying, I attempted to purchase an on sale item through the EB games website in the evening. The EB Games website confirmed the store I was planning on picking up from had stock. The website had an issue and was unable to process the payment. I attempted to make the transaction a number of times, each time it asked me to contact customer service. I phone customer service the next morning, however as the sale had finished they would not honor the sale price.
EB Games advertised a price and due to there own system were unable to process the payment. I expected they would have still honored the price, however they refused.
The staff are nothing but helpful and kind
The staff are alway great and the store is never felt unwelcoming. Honestly reading some of tge review of customers who are mad at staff for dumb reasons is really heart braking inclueing a review mad they didnt have a game instock except the game they mentioned came out in 2006. Seriously i think these reviews are the same people who expect a restaurant quality burger from maccas
Customer is a big fat ZERO from “Ana”
“Ana” from “customer service” really doesn’t know any customer service.
Reaching out to all the CEO’s, Managing Directors, Area Managers etc. She really is useless but actually she is pretty good at mucking you around and sending messages back and forward getting nowhere. She actually thinks she’s on a carousel game going around and around. This is not the sort of games I like to play
Worst customer experience and failed promises.
So signed up to the preorder of a ps5 the day after the offer was released. Part of the offer was to trade in the old console for a guaranteed price when collecting your ps5. I called immediately and the person on the phone estimated a pre-Christmas delivery leaving over a month in wiggle room for the offer which expired in January. According to the rep on the phone this was to ensure everyone had plenty of time to organise the trade in. No need to worry.
January has come and gone and still haven't heard any update or apology from EB Games. Wh...en I asked if they can extend the trade in deal until I receive the console they said no and would not concede that they had given poor above or false promises on their marketing. No help at all, they just repeated themselves as if I was an idiot. Had I simply gone to JB hi-fi when stocks arrive, I would have had the better service and deals along with no stress. EB Games will do nothing if the product is not up to standard or price is more than you were told. They just treat you with contempt.
Some staff are not interested in customer service
Most staff have been helpful and nice but there was a female staff member today with long black nails who enjoyed tapping her nails everywhere annoyingly - she was rude, abrupt, contemptuous and had one of the worst customer service skillsets I’ve seen post covid. Jumping in talking over the top of me, thinking she knew better when she was actually wrong. All other staff have been polite and helpful... hope she doesn’t last!
- Online Store
Long delay replacing lost shipment
It all began with a pre order for Destiny 2 the stranger edition. I paid for the pre order via my credit card, $30 initially and then the balance on release date (13 Nov). I paid for express shipment for the figurine.
I received the game code e-mail all ok, but the figurine shipment was lost by Australia post who declared it lost on the 28th of November.
At first, EB Games where friendly when offering a refund or replacement. I opted for a replacement, even offering to pick up from my local store to avoid another lost parcel with Australia post...
worst online store experience I have ever had, ever.
the online store is f-ing ridiculous. I can't even purchase ANY item without having an error show up telling me "something went wrong, try again later". I have been trying to purchase an item for 2 hours with no results. I am endlessly referred to the customer service line which, to say the least, is absolutely USELESS. I am infuriated, disappointed, and disgusted. In this day and age, one would think online shopping would actually be achievable. Useless website. Absolutely disgusted.
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