I bought two "refurbished" playstation 4s and they were both faulty. I bought them from two different stores in less than a week. The first one the HDMI output did not work, and the second one would not register the controller to initialise the syatem. When I complained about the first faulty unit, the employee said they are sent from head office… Read more
and not opened, just sold as is. When I asked if they would consider checking each unit when they arrived, he said no, we get too many in. The stores won't even turn it on once to check it even works, so if it is damaged in transit the customer pays the price. Literally. I can't even leave a review on their site as they won't deal with individual cases. So what is the point of having a review section at all?
Absolute waste of time, they claim to price match but when you get there they complain others stores are too cheap and will only match a price in the same shopping center. They are full of it. Show details
At 9am today I been to eb games Watergardens to get the 30th anniversary pikachu promo card. One staff member at the front said there were plenty of the promo cards with a spend of $20 on a Pokemon item after waiting in line for over half an hr, when I tried to get one at the register I was told by another staff member who way they spoke that we… Read more
had no common sense, that the cards were only for customers that have pre ordered 30th anniversary tcg stuff. That’s not what it said on the actual eb games website! Everytime I attempted to get a promo card it was always first come first served. Front staff never mentioned it to walk in customers that were after it also. Thought it was suspicious that they still apparently had plenty of pikachu 30th anniversary promo cards. No fault of the staff either, and once again EB games company just making changes out of nowhere! Not sure if other EB games stores have done the same thing. They have let me & countless others especially children down for the last time. Done with Eb games!
Reviews with attachments
Dodgy dealers – How is it legal to force people to buy a yearly membership just to buy certain products from the store, such as a ps5 slim disc drive.
Terrible customer service – EB games would not let us return an unused, brand new controller because it had been longer than a week. Then went on to say if I had played with it all week but brought it back before 7 days they would accept it... It was a simple mistake by my mother who accidentally bought the wrong controller for my birthday. She bought it over a week before my birthday so there was no way to return it according their illogical rules.
Staff are nice – Things are on the pricier side but staff were awesome especially the guy with long curly hair he gave off a positive vibe Show details
Refused refund even policy says 7 days return – Hi , I went to return my Vr2 because I am not satisfied with product . And eb gamed says I can return item if I am not satisfied with quality. I went there at store plenty velly ( Victoria) . Customer serivce women ( purple hair as she refused to give me name) . She said I cannot return Bec of policy I asked her show me where it says I cannot… Read more
return item in 7 days and get refund . She was unable to show me policy where it says I cannot return item and get refund if I am not happy with item .I asked her name she said she donot feel comfortable, no idea how come eb games staff has no name badge and when customer ask name they refused . When asked her show me policy where it says I cannot return she was unable to show that . If she is manager she should know what’s the return policy. She said to me I am threatening her if u go to store and ask refund is this threat ?i didn’t know In Australian that’s the law . Eb games u need to Proof me where is the policy under consumer law I cannot return item within 7 days if I am not satisfied with product . If this doesnot get sorted out I will apply for consumer court because you have no where policy where it says I cannot return under 7 days. Eb games email me policy where it say I cannot get refund if not happy or satisfied with product .
Latest follow-ups
Absolutely horrendous customer service with zero empathy – This company does not refund unused gift vouchers which is ridiculous, nor do they take any kind of proactive action to help remedy a customers situation. Money grabbing business that does not care. I will never use or recommend this company again, don't give them your money. Show details
Follow-up · Staff were rude and completely unhelpful or at least willing to try! voucher had only just been purchased for my dad's birthday so was not expired. Situation was I bought it for my dad and he was diagnosed with something terrible and was in hospital for some time and wasn't going to be able to use it. Zero empathy.
In-depth reviews
EB GAMES VIOLATE AUSTRALIAN CONSUMER LAW. An Xbox Series X controller, purchased at EB games Gladstone, was to be returned under warranty (well within manufacturer warranty period). The EB games staff member advised that, because an EB Games extended coverage warranty was not purchased, the options were either: Return to manufacturer directly, pay… Read more
EB games a $20 shipping fee to ship it to the manufacturer, or sell it to them as a used item for $20. THIS IS EXPRESSLY AGAINST AUSTRALIAN CONSUMER LAW. This I also perceive as an attempt to commit fraud by convincing us to cheaply sell an expensive item to them through deception. This I also perceive as an attempt to deceive us into paying for extra 'protection' when the product is already covered by Australian Consumer Law protections.
Excerpt from the ACCC: https://www.accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel
"Businesses must not tell consumers to take the problem to the manufacturer or importer. When a product has a major problem, consumers can choose between a refund or replacement. Businesses must fix a minor problem with a product or service by at least giving a free repair."
What a bunch of crooks. I should report this to the ACCC for investigation
To Whom It May Concern, I am writing to express my heartfelt thanks and appreciation for the outstanding customer service I received from two of your staff members, Jamie and Connor, at the EB Games Ocean Keys Clarkson store. Late on a Saturday afternoon, I brought in a substantial trade of retro games. Despite the timing and size of the trade,… Read more
both Jamie and Connor handled the situation with exceptional professionalism, patience, and enthusiasm. They took the time to process everything efficiently and were incredibly friendly and helpful throughout the entire experience.
What truly set them apart, however, was their response when we discovered that the trade had been mistakenly assigned to a secondary Level One account I had, instead of my main Level Four account. Rather than brushing it off or passing the problem along, Jamie and Connor immediately took ownership of the situation. They contacted the appropriate team in the eastern states to investigate and resolve the issue and went out of their way to keep me updated regularly with the progress.
Thanks to their persistence and dedication, the situation was addressed properly, and I was left feeling incredibly valued as a customer.
It’s not often that you come across customer service like this, and I believe both Jamie and Connor deserve recognition for going above and beyond. Their actions reflected genuine care and commitment to ensuring the best outcome for a customer, even when it involved extra work late in the day.
Please pass on my thanks and gratitude to both of them—I won’t hesitate to return to the Clarkson store thanks to this experience, and I’ll certainly be recommending it to others.
Warm regards Raffaele Anselmo.
Great Customer Service - Robina Store – My daughter & I went into the Robina store this afternoon to purchase some PS4 games my son had given a list for us to get. As we stared blankly at the wall of games, I said to my daughter that we'd better ask for help otherwise we were likely going to be in there for ages trying to find everything on the said list. To my pleasant surprise, a… Read more
lovely sales assistant called Lauren overheard my comment as she was walking past us whilst helping another customer. She took the time to stop & let us know she'd be back to help us as soon as she had finished with the other customer. When she returned, she really did help us find everything we needed (both from physically looking in store to searching on the pc & online also) & did it all so happily for us (even though it took some searching time). Even when we had to call my son to verify things with him, she happily spoke with him & explained everything to him also. We walked out of there with 3 of the 4 games we went in there looking for & information on how to get the 4th one in the near future also. It really is so nice when sales assistants are so helpful and friendly. Thank you Lauren for such great service! We'll be back again soon...
Positive reviews
Store Langford B.C. Best Store Vancouver Island going since 13 Langford store 19 turning 45 Manager Employees Friendly Knowledge able Can Expedite quickly. Negative head office should give all stores more sell to consumers in all areas games and Accessories and other Merchandise.
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I went to Macquarie centre to grab my son a shirt. Katherine was soo helpful going through back and forth searching for the shirt as well as coming our to serve customers. Thanks Katherine for going out of your way to dig through and search. Show details
they gave free cards and promo cards, and my son was quite glad and happy that he received 3 vmaxes Alt Arts for free :)) Show 3 replies
Negative reviews
Been waiting for a preorder since October 25 last year, they didn’t send text that it was ready for pick up and canceled my pre order. Sad to see that they reopened pre orders for the same product on Jan this year. I won’t be surprised if employees took the product to scalp it. Show details
Follow-up · After speaking to store manager and support multiple times and receiving mixed messaging they confirmed they will not be honoring my preorder with no compensation. The 151 booster bundle is an in demand item and I don’t think I’ll ever be able to get it again. They didn’t even offer me a refund and I had to go into store to ask about it. I’m thinking they cancelled it and was hoping I didn’t notice.
FINALLY found packs of Pokémon cards for my 11 year old son. I was so thankful to the staff. Yet when he opened 7 packs there was not a single good card. We bought the same packs from the local news agent and every pack had at least one good card. And suspiciously, EB games has started selling singles at inflated prices. I suspect they're opening… Read more
and resealing the packs just like other scalpers. Absolutely shameful; my son was there with me in person when the cards were bought. Pretty disgusting conduct when children are involved.
Used to like EB games, over recent years though, the brand has fallen off a cliff. Worthless price match policy, went to buy a game the other day, loads of competitors advertising it for $79, EB Games price...$109. When queried about price match, their response.. Quote- "depends how much it is, if it's $79 like some other shops are selling it for,… Read more
we can't do it as we would be loosing money"
Absolute horse sh*t, how are the other shops selling it for that price then? Won't be getting any of my business ever again, I'll just go straight to JBhifi now
Recent reviews
Right... Let's get into the lack of stock of Pokemon cards that every eb games stores seem to lack in. What's the point of selling a product if you can't walk in and purchase it? Instead people constantly are redirected to online purchases and or presales? As a consumer this pisses me off every single time and is getting to the point where I'm… Read more
just going to take my business else where. If you can't stock a item for what ever reason then stop with the advertisement in shops and don't sell it. That would be much easier then talking rubbish that you have the stock but in fact u don't.. The staff are amazing but who ever does the store purchases needs a head check and maybe a new job as you can't even do a simple thing like supply your franchise with product you "claim" to sell!
Great store at Beenleigh. Friendly staff. Harrison always helps with great tips and current offers. My kids exchange / trade in games and get new ones. Very happy with this place.
On June 13th, 2025, I visited EB Games in Morley Galleria to purchase a Pokémon box. The store is advertised to close at 5:30 PM, and I arrived two minutes before closing. Despite this, I was told I wouldn’t be served. I pointed out the time on my phone, explaining I just wanted to quickly buy one item, but the staff member insisted the store was… Read more
closed and told me to leave, stating she didn’t want to argue. If the store closes at 5:30, customers arriving before then should still be served especially for a straightforward transaction that would have taken seconds. As a loyal customer, I was extremely disappointed by this lack of courtesy. Frankly, it felt dismissive and disrespectful, she was very rude. I ended up going to Good Games Morley instead, where the staff were friendly, the service was excellent, and the prices were even better. Safe to say, that’s where I’ll be shopping from now on.
usually they are really nice but this one time they did not let me buy a game for no reason at all, i had the money the game was in stock but for some reasone they didnt let me get it. so i began to leave and then they start laughing at me. so screw them. Show details
Find out how EB Games Physical Store compares to other Toys & Game Shops
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Had my 3 year old PS5 die whilst watching Clarkson's Farm on Prime. Called EB Games support after first trying in store. They claimed that anything over 18 months after new purchase of a console is an unreasonable amount of time for a major fault and refused to provide a remedy
Be certain it works for your scenario before buying; otherwise use Amazon – I just bought a pair of expensive wireless headphones today. It turns out that they are not compatible with my PC. So, when I called up within 6 hours of buying it, I was informed that as it had been opened, I could no longer return it. My advice to all buyers from here is that it's buyer beware. There's no support after you buy something so be… Read more
very sure it works before you buy it.
The same product was available on Amazon; I should have bought it there as they do returns and exchanges.
Very poor experience – After buying a product that was faulty, I was confronted with a wall of EB policy and process when I tried to return them. I will now refer them to Fairtrading. I will not buy from EB Games ever again.
Horrible EB experience – Woden ACT Eb Games just now New Did a click and collect order. Store website says 15 minute click and collect. Went into store, the store clerk was taking a personal call and ignored me for 10 minutes and then said “do you need something” when I said we have a click and collect order she then stated that they don’t even have stock of the item and… Read more
it will most likely be cancelled. Horrible service, very unprofessional and uncomfortable environment. Would definitely not recommend.
Hello customer service? – Poor in store customer service and complete silence when I made a complaint. I wouldn’t be surprised they went out of business given their prices and the way they treat customers
Fried my xbox then denied it – Sent my xbox series x for repair of a broken HDMI port. Came back "unrepairable". Even though they changed the HDMI for a brand new one, the whole system was fried. They refused to take responsibility. The system was working fine except for a flickering screen when I sent it off. Magistrates claim lodged.
Frauds – I purchased something in 2021 and it recently broke. I rang to ask to have it remedied, under Australian Consumer Law that is my right. The person on the phone straight up said “No we won’t fix that warranty is expired” I explained that under consumer law I have the right to ask for a remedy, straight up I was told “No” when I asked to speak to… Read more
the manager I was told “no I can’t do that” I have now reported them to the ACCC. When I had a similar issue with Amazon they didn’t ask any questions and fixed the item. These guys are absolutely frauds.
Ps5 edge controller upgrade – Zac and will great to deal with honest approachable and went the extra yard to help me with a ps5 edge controller best investment for my racing rims gaming no more brake lock ups no more spinning out amazing extra and well worth the 350 to get it ....thanks again Zac and Will your my local and I get all my stuff from EB Aust Fair ... Show details
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