I so wish I had read these reviews before.......

I so wish I had read these reviews before I ordered with Game.co.uk, previously I always thought they were a great Company but sadly my own experience and reading and realising the familarity with the issues others have felt, highlights to me that there are some serious concerns.
Like many I took advantage of a black friday deal and shortly afterwards received notification that DPD were going to deliver my package on the 27th November 2017. Alas it did not arrive, and stated it was still at the local-ish delivery depot. The next day there was no change so I contacted Game. In fairness helpful staff contacted DPD and received a message back stating they didn't know where the package was and they had searched lost items with a negative result and that it will be deferred until the following Friday and to wait 3 to 5 working days. This of course is from DPD, not Game and is my first negative experience of DPD.
On Friday it was quite clear nothing had been done, I expressed my concerns and spoke to a floor supervisor, who informed me that DPD had requested more time, but had also stated that Game could start making a claim. I stated I wanted it resolved, my contract is with Game and not DPD and I require guarantee of a replacement should the inevitable lost in the post happen. I was assured that if I can fill out a claim form and return by the 3pm cut off that a replacement FOC could be sent to arrive with me for Monday,
Monday arrives and no notification of expected deliver or dispatch, I contact customer services again, again in fairness the advisor was as helpful as they could be, but I ended up having to ask for the supervisor again, to obtain further info. In short the request for a replacement was declined by management and therefore I am currently out of pocket, spent a lot of time trying to resolve this amicably and someone in "management" does not think that is acceptable.

I have expressed my concerns like no doubt many parents /customers over the time in having to wait to get things resolved and the difficulties but to no avail, I just get the feeling they simply don't care.
I've given them the benefit of doubt over the busy period and of course realise things can go wrong, however it's how they are corrected that really matters and whilst I'm sure some of the people I've spoken to are sincere, it seems the policy from above doesn't favour customer satisfaction.

Please however, should you also be in the unfortunate situation I currently am and have the need to ring customer services, please try and remember the person you are speaking to on the other end, whilst representing the Company, didn't personally muck up your order, it's a thankless job at the best of times and in some ways I feel for them, certainly if theres a great deal of complaint to deal with, so just remember they are doing a job like all of us and following a script set out for them, it's those that set the script that the frustration should be vented, rather than those that pick up the phone.
I just hope that things get resolved a little more quickly not just for me but for everyone. I hope management take note because without us customers there is no business.
This whole experience thusfar has sadly put me off dealing with them again. It may have been a cheap price in comparison but I am certainly paying the price now :(
I so wish it could have been a different, enjoyable expereince.

Game:
Things to improve
* Time taken to contact customer service
* Follow up and keeping us advised
* Different courier if causing so many issues
* Trust your staff in customer service, if they have requested a replacement, there's no doubt a reason, don't reject it.
* Try and think how you would feel if the shoe was on the other foot.
* Remember things do go wrong, customers accept that, but it's how you deal with it that makes the difference!

***Update***
I contacted customer service again, as they were meant to be monitoring the situation every half hour and updating me of any changes, but again I heard nothing by 8pm from 12pm so I rang for an update. After a 40 minute wait on the phone, i spoke to a chap, explained the situation and he looked on the system, to find a note that said there was no stock for FOC replacement and to refund the customer, so after all this time I was just dumped. He assures me a refund has been requested / processed and due to the time constraints I've had to source a replacement elsewhere, hitting my credit card twice in the meantime. I hope the refund is much quicker, than the rest of the sorting out.
So after much messing and chasing, I was dropped with little effort to put right the situation.
Not a company that will be getting my business again!

Further Update ******* BEWARE*******
I received notifcation of my refund, of my total order value of £319.99, which was for a Switch and 2 games black friday bundle I am apparently due back £238 for the Switch, as I haven't returned the games and I wasn't asked to, neither did I cancel the order. Apparently that is the discounted amount of the console in the deal, no mention of it at the time and I've never seen Game sell a Switch console for £238, it is now just blatent robbery pure and simple, especially when they are selling it for £279.99 and was at the time of the deal and still are now, how they have the cheek to argue it was discounted to £238 when it was not clearly stated is beyond me. They actually want me to return the games, which surprisingly they sent separately, and trust them to refund in full, yet then I have to go through the trouble of sourcing them again and have the worry and extra cost of obtaining which is simply not worth the risk at this time. They are sticking to their script, have not given me the courtesy of a reply to my complaints, don't listen to reason, won't compensate for my troubles or the cost of obtaining a replacement. Please, please do not trust this Company to do anything honourable. Please if anyone else experiences similar treatment complain to trading standards, watchdog etc. I'll be letting them know, for what good it is, yes it's a matter of £30 or so but it is an unfair practice, especially since they have cancelled the order, not me, all I wanted was a replacement for the one that did not arrive. Clearly my one complaint doesn't matter, but collectively we may get something done.

I even discussed my plight with the same floor supervisor who only yesterday was promising me a replacement and couldn't understand why management had cancelled the other, oh how things change.

Clearly treating customers with discontent and hiding behind cheep tricks of taking off the full price of the games and assuming the console is discounted is far more important to them, then resolving an issue that they have caused.
Anyone who choses to deal with them, best of luck I hope things go well for you and you get better service, perhaps my experience is a "one off" but sadly judging by other reviews I fear not.