A Company Fallen from Grace
--- Background ---
I've been a long time customer of Ozgameshop, approx 2009-2010. Up until 2 years ago I had nothing but great things to say about the company and their services. I've spent thousands upon thousands of dollars on them, they were my main source of video games for years which I've taken seriously for my whole life. Entered their social media competitions throughout the years, won a few of them, I was very much in the Ozgameshop ecosystem. I had the occasional slow delivery, but granted at this point all orders were free freight (prior to the $50 requirement for free freight), low product costs and how far it how to travel to get from the UK to AUS it was understandable and justified. I was overall very happy, and if I was to write my review back in this few year period it would be a very easy 5/5 star review from me. I was saving quite a bit of money on each game from Ozgameshop compared to Australia retail, and had a larger selection. However early-mid 2017 I had possibly the worst custom service experience of my life.
---The Bad ---
I put through an order for Dragon Quest 7 and Dragon Quest 8 on the 3DS in 2017. After a number of weeks it was well past the point of it turning up. I emailed customer service, the person on the other end was very quick at organising me a replacement order for the 2 games. No big deal, it's the first bad experience and customer service was quick at patching it up. However after a few weeks again, that package didn't turn up. I emailed customer service again, once again got a prompt response sending out a replacement for the replacement. It was a little bit annoying, but more so comical to me. But, like the previous 2 packages, this replacement, replacement of the original package didn't turn up either. So, I email customer service for the 3rd time. I get told that they will send out a 3rd replacement for the 2 games, but it will be the last time Ozgameshop will replace them, as they have a 3 replacements per customer policy
Why is this my fault? I've been at this address for 15 years. I'm an avid online shopper. I've had a total of 3 parcels go missing. All 3 is Ozgameshop, all 3 were these 2 games. I've had Ozgameshop orders coming here for many years with no issues. Still to this day I shop a lot from Japan, UK and EU, never had an issue since.
I opted for a refund, I wasn't going to risk losing my parcel for the 4th time. It's obvious something happened at Ozgameshop. I'm not sure if the incompetence is with customer service, maybe they never replaced my order and lied to me. Maybe warehouse incorrectly wrote my delivery address all 3 times. I will never know, however the response a company doesn't give is essentially putting responsibility on the customer for it going missing when it's 100% out of their hands.
--- Conclusion ---
I haven't purchased anything since. I want to give Ozgameshop 1/5, but there's no denying that in the first 7 or so years that I had a wonderful experience with them. I still check their site, but just to see what games are coming out, hence why I'm awfully late at writing this review.
If you wish to shop with Ozgameshop, just be careful and prepared to never have your order turn up. If you had the experience I had at the start, you're in for a real treat. However, I had such a horrible experience with my Dragon Quest 7 and 8 order that I can't shop there again. I want to, I still love their prices and selection. But my confidence in them is non-existent at this point.
Express Shipping taking longer then standard
i ordered a product on the 2/4/19 and paid extra for express shipping it is now 9 days i have ordered before and with standard shipping and it was here in 8. the customer service emails were well received and replied to. But i feel like if i pay extra for express i shouldn't have to be disappointed in your service. i think you should really start putting a tracked delivery system in place therefore we can see the location of our items.
Purchased an item and it was shipped out the next day arrived about 10 days later no a problem with this company nice cheap and simple definitely coming back good work
NOT AUSTRALIAN Game disc damaged case was smashed
They are from the UK, They use made up names when responding to complaints. They are very disrespectful to customers. I am going to consumer affairs about false advertising.
REPEAT THEY ARE NOT IN VICTORIA. Products are sent with no protection, sometimes they do not even arrive, they provide no tracking information. They also do not email you when shipped. Keep your money local, FORGET THIS STORE. PATHETIC EXPERIENCE
Dylan the Villian
Didn't have a problem
Ozgameshop had the PS4 game I wanted (as it is pretty hard to get it here in Aus) and i placed an order as it was a decent price. I then saw these recent reviews and I got worried, but turns out that was in vain.
I placed an order around midday, and it was dispatched only 8/9 hours later, and I received it in the time they said it would. So honestly, did not have a problem!
Very deceitful, wish I never supported them like I did.
I have shopped with ozgameshop for years! I have spent many $1000's of dollars with them on blu rays and PS4 games and have promoted them on ozbargain on several occasions. My account even got flagged as a reseller/trader from my spending with them. Now I doubt I will ever shop with them again. Without any notice at all the player points I have accumulated are devalued by nearly half. They have changed the whole system without any warning at all. A $10 voucher used to be able to be used on a $60 purchase, it's now $100 minimum spend. Also you used to receive 5% of your purchase back as player points, that is now changed to 2.5%. It's just no longer worth shopping there. Even before these changes to the player points system it was barely cheaper to shop there compared to locally even when using player points vouchers. Their prices kept going up and the player points brought them back down to competitive prices. I now have nearly $70 worth of player points I will never be able to spend in time as they expire after 12 months. I always went out of my way to shop with ozgameshop to accumulate the points even if it wasn't cheaper sometimes as I thought they were a company worth supporting. But how deceitful they have been with implementing these changes without any notification whatsoever, I really hope they realise they are going to lose a lot of good customers from this. If you look at all the positive reviews they have, most of them are in regards to the player points system. Also, it's worth noting that ozgameshop gives player points to people when you leave a positive review here, I believe that is buying positive reviews, I wonder whether that violates the t&c's of productreview.com.au
Update: I have just been told via email by ozgameshop that the player points now expire after 6 months now! Not 12 months anymore. I have cancelled my remaining preorders and will take my business elsewhere. I feel cheated and conned out of money. They make out like its a free service, but I always factored in those points to my purchases as without them the prices were simply too high. If I had have been notified about the changes before they were implemented I could have at least unloaded all my points on some purchases but I was not given the chance.
Poor organising and horrible customer service
I pre-ordered a game back in August 2017 with the released date of 29th of January 2019 but was told that it will take 5-12 business days for the parcel to arrive after the release date.
Instead of receiving the purchase on release or 1-2 days after, i was advised that the warehouse is located in UK as well as the customer service centre (operated during UK time).therefor shipping would take at least 5-12 business days.
After more than a year of waiting for my preordered product, i am still waiting to receive after everyone that i know had already finished the game by purchasing instore at any local gaming store.
They justified their tardiness with "the publisher is strict with dispatch prior to release" but this could have been resolved with sending the orders 4-5 business days prior release date for the parcel to arrive on the day of release or day after. Not 5-12 business days/up to three weeks after release.
Refused to provide a refund and advised that they have sent the game via courier but cannot provide tracking number or parcel code. They told me that the parcel had been dispatched already only after a few emails insisting them to provide a tracking number, in which they refused to.
The company advertise themselves as an Australian company but they are located in the UK.
The customer service operators offered nothing but template responses with no help and only reply in UK time.
Very disappointing experience buying from 'Oz'gamers (that's actually located in the UK).
Don't waste your time with this company.
Exactly what I was after
At first I was a bit uneasy with buying from Ozgameshop from all the recent reviews on this website but I did it anyway. I’m glad that I did! My game turned up on the earliest date that I was given instead of the usual last date and it works a treat! I will be shopping here more often
I bought a cd key for windows 10, then after two days it stopped working! They will no refund me %100 a scam. I will never guy from these scammers again, all emails and form submission have gone unanswered.
Devalued my $50 worth of player points by half with no warning at all. Awful response when I contacted them. Was once a loyal customer and will now never buy again.
They also offer rewards for reviews hence why there are so many positive ones here...
Product never arrived. All communication arrived with excuses. Refusing to refund unless I fill out a form for them to supposedly track an untracked postal service. DO NOT USE BUY FROM THEM.
Catch of the day also proving to be no help even though it was their site I went through.
Broken order system.
In the last year I have ordered a few things from this site. Never again. The order system has technical issues. I sent money, they never received it. They said I was lying. Never again.
Terrible customer service
Emailed twice about trying to return an item and still waiting to hear back.
I have tried the contact number both is Australian and British business hours and still plays the message about contacting in business hours.
Great Customer Service
I ordered an MP3 player from these guys and although it hasn't arrived yet the customer service has been brilliant. They will submit a lost order claim without any problem. Very helpful!
Ordered item 5th December #454726708319301. Followed up 19th December assuming it was on its way. It wasn’t. Following my email, I was sent a dispatched notice with the same overflow warehouse excuse. Clearly this item was ordered for a Xmas gift and yet no correspondence about it potentially not being delivered in time. No correspondence at all. Please don’t mention the “due to a high volume of orders“ again; of course it’s a high volume of orders, it’s xmas! And it happens at the same time... every year! I’ve had no problem with other retailers who no doubt plan accordingly for their busiest time of year and manage the “high volume of orders”. Item will now be received after Xmas, shall I keep it for next year? Not good enough.
Satisfactory refund policy
Tried to recently purchase some thing from OzGameShop online. Bad part was, what I ordered they had listed as for sale, however, they had mad an error somewhere and what I ordered was not in stock. Good part was, they discovered this in a very short time-frame (within the day) and immediately refunded my order.
Whilst I am very disappointed that I was unable to buy what I wanted, at least their error was rectified quickly.
Prices haven't changed with the times
In, say 2011, Ozgameshop was the place to shop for video games, they were cheaper than Australian prices although you might have had to wait a week or two for it to come from the UK.
Now with Amazon AU, JB Hi-Fi, Big W, and Target selling games at reasonable prices, I have a laugh when I check OGS and see they are more expensive, lol! You want us to pay overs for something that is shipped from the UK?
If a rep is reading this... guys.... times have changed..... lower your prices....
Poor customer service | Not in Australia | Won't deliver before Christmas and don't tell you this
It was clearly going to be delivered before Christmas. I ordered on the 2nd of Dec, they shipped on the 4th. At which time post Christmas delivery was suggested.
The OzGameShop - has a head office in Vic but posted from the UK. And this is where the consumer gets caught.
They will not pay for me to return the item. Given they were not transparent. Will not take responsibility and will not share responsibility.
No response at all. Dead silence. Do NOT SHOP at OzGameShop
I have never had any difficulties buying online and I've been doing so ever since it became possible to do so. Amazon once fudged an order but immediately refunded me. For seven days now I have had an order standing with this mob for a simple medieval goblet. The order was never picked and I have had no update at all. I cancelled the order with no response other than an auto email. I emailed the company direct to express my concerns and got an auto response that "due to the high number of emails" the company is receiving they cannot respond. This is the first rip-off I've experienced shopping online and I urge everyone to avoid this lot like the plague. Seven days without any notification, either-way, is just shoddy and appalling. EDIT: Money was refunded. I appreciate that. But I am reluctant to shop from similar stores again.
Difficult to return items.
I purchased a Swimovate Poolmate watch and I am unable to change the time on it. I asked where I needed to return the watch to and was asked to send a video of the problem, which is like saying they don't believe me and also most videos are too large to send via email. They eventually agreed but I have been asked to ship to the UK which is $28 to send from Australia. I thought I was purchasing from an Australian Company which it is not as they only reply at night (UK time zone) and I need to post it back to the UK. Be ware shoppers.
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