It appears that UK retailer GAME has cancelled a number of PlayStation 4 pre-orders without any explanation.
The issue was raised on the PlayStation Forums and since then many gamers have found their PS4 pre-orders have been annulled. A Twitter search reveals the problem is widespread.
It appears that GAME is trying to take money off old credit cards. TSA regular Cameron Brewster pre-ordered his PS4 in June and paid a £20 deposit at GAME and £4.95 delivery “just to make sure it got to me for launch day on November 29th”. Then, during the Eurogamer Expo he upgraded to the Killzone Mega-bundle for £429.99.
“On November 25th, I get an email to say my PS4 pre-order had been cancelled. No prior warning, no previous attempts at taking the money. They just instantly cancelled because they couldn’t get any money off of me.”
“However, I checked the night before that my GAME account had my new and up-to-date card registered with it, which it did. I also made sure my old debit card was deleted, which it was. They had tried to take my money twice using my old, now out-dated, debit card and didn’t even consider trying to use the new one linked to my account. My bank account also has the funds available to fulfil the order, so it wasn’t that the money isn’t there to be taken.”
GAME gave him 48 hours to contact them and get the order reinstated. He tried phoning them “only to be greeted by some automated rubbish which is only used for product and store information.”
He was told to use the GAME customer services via a web chat “only to be disconnected once I’d got to the front of the 175+ strong queue.”
In the end he had to bombard the GAME Twitter account with tweets before they finally responded. He sent the information they requested but says, “Since I sent that DM, I’ve heard nothing from them, and time is ticking.”
“I’m afraid to say but this fiasco has resulted in me deciding to never use GAME again once I’ve finally got the PS4 in my hands (whenever that might be),” he added.
GAME seems to be aware they have a problem and posted the tweet below, and have also created a contact form for those experiencing problems, which you can access here.
#GAMEPS4Launch PS4 pre-orders. If you're having an issue with your pre-order don't worry we can fix it. Email us: http://t.co/bA0LTYBQth
— GAME.co.uk (@GAMEdigital) November 25, 2013
TSA’s Peter’s pre-orders both dispatched this morning, after payment was successfully taken from the card linked to the order. In that case, there was an email almost a week prior reminding him to check his order and ensure the payment details were correct.
This latest issue with PS4 pre-orders follows a weekend in which reports arose of ShopTo cancelling their customers’ orders without notice. Sufficed to say, if you’ve got a preorder with anyone, it would be wise to check up on it today.
If we hear anything from Game on this issue, we’ll keep you posted.
Many thanks to Cameron Brewster for his help with this item.
Bilbo_bobbins
the one reason I didn’t go with Game? Because I don’t trust them. I’m glad I went with my instinct. I just hope Amazon are still ok for Day 1.
CarBoyCam
I went with GAME because I knew they’d get the bundles. Didn’t realise they’d have ancient debit card choosing tech. Now on a call-back list apparently. No idea how long they’ll take to phone me back. If at all…
quinkill
Yeh great, because Amazon are so trustworthy with all that tax they avoid paying in the UK by funneling it abroad. At least Game contribute to this struggling economy. But hey as long as we get our consoles on release day, am I right bro?
RedStarGlow
Amazon didn’t collect sales tax where I live either (Texas USA). I was surprised to find out that in Texas, the buyer is responsible for the “USE” tax that is equal to sales tax percentage unless sales tax is collected by the seller. I am sure most do not know or think to pay.
gaffers101
I really hope Zavvi don’t let me down, I’ve not had any confirmation from them but all my payment details are correct….
quinkill
This is not good enough. Game should have been ready for this launch.
DividSmythe
Amazon prime for me. I did mean to cancel it but forgot on renewal. I know it won’t be despatched til Thursday evening but I’m quite confident it’ll turn up on Friday. Hopefully morning.
hol
Whilst I really feel for those affected & Game perhaps should’ve contacted each customer prior to cancelling their orders, it is up to us, the customer, to ensure our info is correct. Have to say the staff in my local store have been extremely helpful & pleasant throughout :)
tibz
That’s fair enuff but Iv only ever had one card registered and it still got cancelled
sparkyscrum
The problem is they didn’t take note of the customer updating the account and tried to use old or deleted cards that have been removed months go.
My issue is I moved but Game website refused to use my updated details and is only interested in the details given at time of or order. This not on for its been better part of a year fir many of us.
wonkey-willy
oh dear god please don’t be going under again!
ive got £300 on a gift card ready for the new year when i will be getting my ps4..
PANIC!mode on standby..
boeboe
Told you so.
SpikeyMikey23
let me indulge you…. when?
boeboe
I don’t need to state when and where, GAME’s track record does a far better job than I could alone. It pisses me off when I see this happen because, wait for it, I’ve been there with GAME. I’ve felt the shattering disappointment.
Awayze
Yep. They cancelled mine as they used an expired card and not the new on linked in my account.
NotHappyWithGame
Just noticed yesterday that my PS4 pre-order with GAME.CO.UK has been cancelled for no apparent reason – ordered on 31/07/13. I emailed their CS but have so far go no reply. No telephone CS available and took me several attempts to get through via webchat – here is a transcript:
Please wait. An operator will be with you shortly. If you are contacting us regarding the recent Xbox One or PS4 announcement then please visit our website for all the latest information.
One moment please…
We are currently experiencing a high volume of chats, we apologise for the delay.
James says:
Hi, when you’re back, my name is James. This chat is regarding Order Number #########. It shows status as cancelled – not sure why as I didn’t cancel it and I have received no notification from GAME. I was expecting it to be shipped for release day. I have funds in my account (Initial order was to pay by PayPal).
Kerry says:
Hello James. My name is Kerry how can I help you?
James says:
Hello?
Kerry says:
Hello James
James says:
Hi, my name is James. This chat is regarding Order Number ########. It shows status as cancelled – not sure why as I didn’t cancel it and I have received no notification from GAME. I was expecting it to be shipped for release day. I have funds in my account (Initial order was to pay by PayPal).
Kerry says:
I can confirm your order has been cancelled, I do apologise that you never received any notification regarding this , If you could please confirm a contact number I shall get one our Call Back Agents to contact you to look at reinstating your order
James says:
Hi, my number is ##### ### ###.
James says:
Do you know why my order was cancelled?
Kerry says:
Bear with me
James says:
Thanks. Will do.
Kerry says:
Unfortunately it just tells us it was a Papal fail
Kerry says:
Paypal*
James says:
Really?? I’m not sure why – I use Paypal all the time, including Ebay all the time, Dominos Pizza yesterday, and even the initial Deposit for Game. I’ve read about hundreds of orders being cancelled in this way with banks etc being blamed, but I can categorically state that there is not problem with my Paypal account. I know you have no option but to give me the line that ‘It’s not GAME, it’s Paypal (or bank or credit card etc), but I know in my own mind that it’s not Paypal, so that’s all that matters.
James says:
I will await a call from one of your call back agents. I really hope my place in line is not affected by this..
James says:
Do you know when I can expect a call back?
Kerry says:
Unfortunately I am unable to confirm when you will receive your call back it will be as soon as they can
Kerry says:
I do apologise for the Inconvenience
James says:
OK. Thanks for your help, I’ll listen out for a call. I know it;s not your fault, but this has put a dent in my confidence with GAME. If it turns out that I have lost my place in the queue, then I’m afraid I will not be trading with GAME in the future for anything and will be ordering elsewhere. If it all works out, then great, I’ll be happy and will remain a customer, but still an anxious customer…thanks again and good luck.
Kerry says:
I can confirm your order will be in the same place of the queue
James says:
Well, that’s good – I appreciate the reassurance. I look forward to hearing from your call back agents – I’ll go easy on them Thanks again and bye for now.
Kerry says:
Again my name is Kerry and if you have any further queries please do not hesitate to contact us.
Get Gaming Quicker! Pre-order your essential next gen games and accessories now at Game.co.uk
****END OF TRANSCRIPT****
Please note, I am still awaiting a call, so this is by no means resolved yet – I am still unconvinced that my PS4 will arrive in time…Also, got to love the last comment about Pre-orders Made me laugh in an “I’ve lost faith in humanity’ kind of way.
Tuffcub
A Papal fail would have been epic. The Pope is cancelling PS4 pre-orders!
three_leg_jake
Holy cancellations, Batman!
CarBoyCam
I’m still waiting for a call back despite asking to be contacted ASAP… So yes, I’m still, as it stands, PS4-less!
Ian13802
I went through the exact same chat this afternoon with them. They told me that they would put me on call back and will be called tomorrow. Funny thing is I still have the email confirming they received payment for the preorder.
RedStarGlow
“Get Gaming Quicker! Pre-order your essential next gen games and accessories now at Game.co.uk”
I nearly choked on my coffee when I read this. LOL Well since they asked so nicely and so much confidence!