"Placed my order on Oct 16 and waited for 10days but didn't receive any email yet. Then I called through customer server then they told me that my order is cancelled. Placed another order on Oct 27 with Express delivery (within 1 - 2 business days), after 3 days still not don't receive any thing yet.
No more next time..."

"i ordered MULTIPLE items from them on sept 3/2014. Now it's september 26. I emailed them to ask where my order was and they said:

This order has unfortunately been cancelled as it cannot be processed due to a lack of stocks and the inability for our planning group to recall the necessary unit to have it shipped.

wow they took a month to let me know it's cancelled. they just kept my money until i emailed to ask. their email response took about a week as well. also, all of the items i ordered were still in stock for days AFTER i ordered, some are still in stock today.
who knows if i'll even get a refund from them at this point. so disorganized and unreliable.
DO NOT ORDER FROM THEM. "

"I have never made a review for anything before but I felt this was necessary. I preordered destiny and nhl15 a month in advance and paid extra for express shipping. On release day I recieved a message in the morning saying there was a problem and my order was not processed so I called and they told me there shouldnt have been a problem and sent my order back through. I then checked my credit card statement and was charged 180$ 3 times by eb games so had to call them again (takes hours on end to get through) while dealing with that I asked about my order when it would be shipped and they said nhl was shipped but not destiny. I eventually recieved tracking numbers for both but there was noo details on the tracking after 2 days so I called purolator to find out eb hand even sent either of my games in to be shipped. Also still not have been refunded the extra 360$ they charged to my mastercard. Absolute nightmare dealling with these idots. All I can picture is a bunch of dick heads sitting around playing video games not doing there jobs. Buy games from futureshop..."

"Ordered a product. They told me that they were out of stock. However, they deducted the amount from my credit card before checking. Scam!"

"Ordered a new Last of us game; and I got a recycled worse than used copy. It looks like as if it was bitten by a homeless dog. First and Last time ordering from them.
So disappointed; however Fast delivery.
Going to return. Will see what's going to happen."

"Terrible EB Games franchise run by a truly incompetent staff. I pre-ordered Dark Souls for PS3 several weeks in advance, specifically because it was advertised everywhere that ALL pre-orders of Dark Souls will get a free upgrade to the Limited Edition of the game. The punch line here is that they sold my LE copy to someone else, but while that's bad, it's not what really upset me here.

What bothered me instead, is I did literally everything I could to avoid this. I inquired about their participation in this promo, and they told me yes. When I placed the pre-order, I specifically said, I won't be buying here if I get here on launch day and my LE copy is nowhere to be seen; they tell me not to worry.

A week or so later I drop in to pre-order Uncharted 3, and again I ask about my Dark Souls LE copy. They tell me, and this is a quote, “Everyone who pre-ordered with us will get one, they ship us (x) copies of the LE, one for each pre-order, and usually an extra few copies to sell to walk-ins.” This puts my fears at rest.

The night before launch day, Oct. 3rd, an employee from that location calls me, and tells me that the game is in. For a THIRD time now, I ask about my LE copy. She tells me that they received fewer than they'd hoped, but she'd put aside a copy for me, so I won't have any problem here.

I head in after work, and I'm then promptly told that they've sold the copy to someone else. Given the history here, I'm of course pretty rightfully upset. The manager I spoke to told me that she decided to sell my LE copy to someone she'd promised this LE copy to a few days prior, overriding her employee's promise to me.

She then tells me that she did the legwork to find me a copy WAY ACROSS town, but didn't have the foresight to a) call me and warn me not to waste my time coming in, b) courier the game to her location, or c) identify this problem with any sort of foresight whatsoever.

They received only 7 LE copies of Dark Souls at their location. They likely should have received something like 20-25. Where I'm furious here, is the unchecked stupidity of their manager in how this was handled. Think about it:

-If they were promised something from their supplier, and then the supplier screwed them, then call your customers in the morning and let them know about the error, let them make an informed decision. Don't make them drive all the way there.

-If they knew that they weren't going to receive enough, why weren't the employees told to temper their customers expectations? Why mindlessly insist that everything is going to be as expected when they know it won't be?

That's really all it could be – either they knew about a problem and then lied, or they didn't know and then when things went wrong, they did nothing to inform their customers. Just terrible, lazy, selfish actions.

I don't know the details of why this happened, all I can relate here is what I was told by her. But here's what I do know. I know that I was either lied to or neglected, and I won't shop there again, I had them refund all my pre-orders deposits. I know that the manager had a terrible, incoherent explanation for why she chose to sell my copy to someone else, and it basically boiled down to, “Well, I had to upset someone, and doing it the way I did allowed me to put the problem off until 5:00pm”.

When I spoke to her about this, she burst into tears and offered nothing at all to keep my business, no concessions or apologies, just kept mumbling and repeating to herself that she found me one way across town that would entail a two hour round trip to go fetch.

I shouldn't have to go fetch the game from somewhere else. I shouldn't have been lied to, and I'd strongly encourage anyone who reads this to take this of business model into consideration, and think hard about which businesses you want to support.

You vote with your wallet, and I strongly urge anyone thinking of shopping here or reading this to vote for someone, anyone else."

"Hands down worst experience ever!! And I didnt even get what I ordered. Overnight shipping is a joke, customer service is non-existent and the customer reps are rude!! Do yourself a favor and NEVER ORDER ANYTHING FROM THIS COMPANY, UNLESS OF COURSE YOU LIKE GETTING COMPLETELY SCREWED AND NOT GETTING WHAT YOU ORDERED AT ALL. DO YOURSELF A FAVOR AND ORDER FROM AMAZON.

-DISSATISFIED CUSTOMER"

"They are forcing too much on used games. Shipping is high, and slow. The delivery company they use will charge extra fees for the "custom handling", which can be double two taxes paid. I only buy from them for their exclusivity that worth it."

"I have been buying from EBGames since they were s makk chain called Electronics Boutique. I will not order anything else.

On my last order, one of the games I ordered did not include a Manual. Since the game relies on data IN the Manual it's hard to play without one so I wrote EBG and asked for help in finding a download site.

Instead of help, I got a standard form letter telling me to ship the game back (at my expense I suppose) and they would send another one.

I'm not going to pay for shipping and handling for an order AND to return the order when it's only partially filled. From now on I'll stick to other game vendors."

"I pre-ordered a game on 3/12 that was due to ship on 3/25. Between 3/12 and 3/25 we lost the credit card I'd used and cancelled it. When the game didn't arrive by 3/31 I realized the problem and called EB Games to give them our new credit card number. EB Games assured me the item would ship that day or the next and I'd receive an email confirmation. Three days later, having received neither confirmation nor item, I called again. EB Games had tried to charge the old, cancelled credit card because, I was told, "We have a new system and your new information didn't 'take.'" Gave them the new info again, got same promise. Three days later, having received nothing, I called a third time. EB Games had tried the cancelled card a third time and, of course, it hadn't worked. Gave new information to a third person. A few days later the game arrived, but without the free gift that was the incentive to pre-order. Where was the gift? I was told it was a limited supply, first come, first served, and by the time they filled my order they'd run out. Sorry, nothing we can do, but thanks for your business. (Actually, I didn't get the "sorry.")"

"On 1/8/08 my husband purchased 3 games for his sister. When they arrived we discovered he ordered the wrong format. He called that same day, received an RMA # and the games were shipped. EBgames received the returned merchandise on 1/18/08, 3 weeks ago but we still haven't received a refund. I called customer service today and was told that I was to call them with the tracking number and without it they couldn't check on the return. When I located the UPS tracking number a refund was issued immediately. I questioned why I wasn't told I needed to furnish them with the tracking number and did not receive a reason. I then questioned why a tracking number was needed in order to get the refund. Seems that they don't enter anything into the system when a package is received by them so without the tracking number they had no record that I did indeed return the games. So, without a tracking number you may never receive a refund if one is due you but your account is debited immediately when you make a purchase. Even though they've had the merchandise for 3 weeks it's still going to take 3-5 business days for the credit to appear in my account. My husband has purchased many games from them throughout the years and after this experience he states he is done and will never purchase anything from them again. "

"I ordered Ninja Gaiden Black at around 6:00 am on a sunday and on the same day at exactly 8:00pm I changed my mind and wanted to cancel. I called them but they told me that the order was ready to be shipped. I find it hard to believe that they process orders on a sunday. I should have been able to cancel. I would never deal with them again. (online)"

"pre-ordered a game and paid for 1 day shipping. was supposed to get a 3 day early access code which i never received. called and was told they would email me it. did not receive it the next day(its a 3 day deal if they dont answer the next day it does no good.) anyway i cant shop during the weekdays so i dont mind paying shipping to have it that day, but since i am not getting the 3 day headstart and can not play AT ALL(even my boxed license will not work) i feel like i got stiffed on 1-day ship. i have time on the weekends to just buy in store.
i know they will answer same day because when they extended the release date on hellgate london, i emailed them to cancel that day and the next day they replied "we cannot cancel order"
if been stiffed by them before on emails and i have just decided not to deal with them anymore. for what its worth the customer service can be exceptional and their ship times are great, as long as you dont have an issue, they might be the best."

"I pre-ordered World in Conflict for the PC with overnight shipping. EB had been advertising a "Street Date Delivery Guarantee" that said I would have the game on 9-18-2007 if I ordered before 11:00am CST on 9-17-2007 with overnight shipping. I followed the instructions but now I'm sitting here on the 18th wondering where my order is. There has been no communication as to what's going on. I know it's not my credit card and shipping address because I just had stuff shipped here a few weeks ago when I bought a game from a different store. EB and Gamestop have advertisements plastered all over their site for World in Conflict too.

EB promised street date delivery. The game isn't here on the street date. On my order status page it just says "unshipped items" and sometimes one of the bonus offers (which I really don't want anyway) appears in or out of stock as of today (prior to the street date everything displayed as in stock).

I emailed them to ask what's going on and what they plan to do about the street date guarantee that was not met. I have not received a reply yet but it's only been 4 hours.

I seem to have nothing but bad luck when I order from EB and Gamestop. I keep giving them chances but now that I've found a newer place that sells pre-order games I'm going to start ordering from there instead. EB likes to take forever to fulfill an order, ship it using terrible packaging, ship using the slowest possible methods, have links and things on their website that don't work properly or go to the right place, and just doesn't deliver on the customer service I expect. At the very least I would have appreciated an email telling me what's going on with my order.

EDIT: Argh! I spoke to someone on the phone at 5:59pm CST who said he could cancel my order. I was told I'd get a confirmation email shortly afterward our conversation. I ended up going out to a local store that had a better deal and had World in Conflict in stock.

Just a few moments ago at 8:30pm CST I found out that my canceled order had shipped! I never received notification of the cancellation or the shipping! WHERE IS THE EMAIL COMMUNICATION?! The second person I talked to told me there was an error canceling the order because it was being fulfilled (a day late). Why didn't the first person tell me that??? Why is it every time I order from this company I have to play guessing games?

This is absolutely insane. They don't communicate what's going on, don't carry through with advertised specials, and now they want me to take the package to the local Gamestop and convince them to give me my money back. Unbelievable! One more slip up and I dispute the charge and put my credit card company in control. They've never let me down."

"EBgames and Gamestop used to be very reputable in the video game market, EB always had better service, but I had few complaints about either. But since EB bought Gamestop both have lost any form of customer service. I have had problems with the last 3 orders I made from them. The most recent was a pre-order. I made the order 2 weeks prior to the game being released, but never received a conformation email. Two weeks later the game is released and my order status doesn't change for 2 days. I sent 2 emails to their customer service email listed on the order page and never received a response... The game shipped 3 days after release. I thought the whole idea behind pre-ordering was that the store would rush the item to you so you'd have it shortly after release. I will be shopping elsewhere for all my games in the future."