Item stolen in post - seller and CC co unresponsive
Discussion
I purchased an Xbox through Game which was due to be delivered on Tuesday 10th November by Royal Mail.
There seems to have been a lot of these stolen within the Royal Mail system and it has involved a scam which involves sending it to the wrong delivery office several times until the item is 'lost'.
My problem seems to be getting a refund. I usually use an Amex card for purchases of this nature, but Game didn't accept that so I used a John Lewis MasterCard instead and they seem very reticent to get involved. I've disputed the transaction with them, but they won't refund until they get written confirmation that Game have refused to refund themselves.
That is probably fair enough, but Game are totally unresponsive. Their phone number claims that their head office is closed and to call back in office hours (even when calling during those office hours), Twitter/email/online chat doesn't illicit a response and the stores are closed so I can't even go in there to complain.
There seems to have been a lot of these stolen within the Royal Mail system and it has involved a scam which involves sending it to the wrong delivery office several times until the item is 'lost'.
My problem seems to be getting a refund. I usually use an Amex card for purchases of this nature, but Game didn't accept that so I used a John Lewis MasterCard instead and they seem very reticent to get involved. I've disputed the transaction with them, but they won't refund until they get written confirmation that Game have refused to refund themselves.
That is probably fair enough, but Game are totally unresponsive. Their phone number claims that their head office is closed and to call back in office hours (even when calling during those office hours), Twitter/email/online chat doesn't illicit a response and the stores are closed so I can't even go in there to complain.
Edited by kingston12 on Saturday 14th November 11:23
GasEngineer said:
How did you find out about the scam?
If it is so well known can't you involve Royal Mail and claim from them?
Twitter. There are quite a number of these items that got sent to the wrong delivery office and then mysteriously went missing altogether. Amazon have suffered a lot of these go missing in their network as well, but have been much quicker refunding. The problem is that it is easy to work out what the item is and they are currently selling for above RRP on eBay.If it is so well known can't you involve Royal Mail and claim from them?
I doubt Royal Mail will admit that this is going on, and I don't need them to. They consider the item 'lost' and that is fine, but Game aren't interested in acknowledging it and the credit card company won't do anything until they do.
Royal Mail will only refund the party who posted the item, so I can't claim from them directly - it has to be Game.
kingston12 said:
I purchased an Xbox through Game which was due to be delivered on Tuesday 10th November by Royal Mail.
There seems to have been a lot of these stolen within the Royal Mail system and it has involved a scam which involves sending it to the wrong delivery office several times until the item is 'lost'.
My problem seems to be getting a refund. I usually use an Amex card for purchases of this nature, but Game didn't accept that so I used a John Lewis MasterCard instead and they seem very reticent to get involved. I've disputed the transaction with them, but they won't refund until they get written confirmation that Game have refused to refund themselves.
That is probably fair enough, but Game are totally unresponsive. Their phone number claims that their head office is closed and to call back in office hours (even when calling during those office hours), Twitter/email/online chat doesn't illicit a response and the stores are closed so I can't even go in there to complain.
Email Game so it’s on record. There seems to have been a lot of these stolen within the Royal Mail system and it has involved a scam which involves sending it to the wrong delivery office several times until the item is 'lost'.
My problem seems to be getting a refund. I usually use an Amex card for purchases of this nature, but Game didn't accept that so I used a John Lewis MasterCard instead and they seem very reticent to get involved. I've disputed the transaction with them, but they won't refund until they get written confirmation that Game have refused to refund themselves.
That is probably fair enough, but Game are totally unresponsive. Their phone number claims that their head office is closed and to call back in office hours (even when calling during those office hours), Twitter/email/online chat doesn't illicit a response and the stores are closed so I can't even go in there to complain.
Edited by kingston12 on Saturday 14th November 11:23
It’s only been 4 days. Royal Mail won’t even regard it as lost yet (think it’s 10 days before they will).
Then just chase them up repeatedly.
They are reputable so I’d imagine they will sort you out eventually.
The_Nugget said:
Email Game so it’s on record.
It’s only been 4 days. Royal Mail won’t even regard it as lost yet (think it’s 10 days before they will).
Then just chase them up repeatedly.
They are reputable so I’d imagine they will sort you out eventually.
Thanks. Yes, I've got all of my contact with Game and Royal Mail on record.It’s only been 4 days. Royal Mail won’t even regard it as lost yet (think it’s 10 days before they will).
Then just chase them up repeatedly.
They are reputable so I’d imagine they will sort you out eventually.
I guess I need to be a bit more patient, I'm just a bit nervous because this has been so blatant. I'm still a bit worried that they'll update the status to 'delivered' and that will put me in a difficult position. I've had that with Amazon before, but not Royal Mail.
kingston12 said:
GasEngineer said:
How did you find out about the scam?
If it is so well known can't you involve Royal Mail and claim from them?
Twitter. There are quite a number of these items that got sent to the wrong delivery office and then mysteriously went missing altogether. Amazon have suffered a lot of these go missing in their network as well, but have been much quicker refunding. The problem is that it is easy to work out what the item is and they are currently selling for above RRP on eBay.If it is so well known can't you involve Royal Mail and claim from them?
I doubt Royal Mail will admit that this is going on, and I don't need them to. They consider the item 'lost' and that is fine, but Game aren't interested in acknowledging it and the credit card company won't do anything until they do.
Royal Mail will only refund the party who posted the item, so I can't claim from them directly - it has to be Game.
Edited by Colonel Cupcake on Saturday 14th November 12:53
Edited by Colonel Cupcake on Saturday 14th November 12:53
Colonel Cupcake said:
That is not true. Either the sender or the recepient can claim from Royal Mail.
Royal Mail have told me that the supplier needs to issue the refund.The other problem is that Game used the 'Tracked 24' service which apparently only offers a maximum of £100 compensation. This is a £450 item, so I suppose they might have paid to top that up, but I couldn't see an option on there to do that.
kingston12 said:
Colonel Cupcake said:
That is not true. Either the sender or the recepient can claim from Royal Mail.
Royal Mail have told me that the supplier needs to issue the refund.The other problem is that Game used the 'Tracked 24' service which apparently only offers a maximum of £100 compensation. This is a £450 item, so I suppose they might have paid to top that up, but I couldn't see an option on there to do that.
Start an online claim. The website asks if you are the sender or the recipient.
Take a look at the link below. Under 'Compensation payments for loss' it states -
"The sender or the recipient of the item may both claim for a lost item but only one will be paid compensation. If both claim for the same item then Royal Mail will process only the sender’s claim unless compensation has already been paid to the recipient. The claimant is required to provide the same evidence regardless of whether they are the sender or recipient."
https://www.royalmail.com/retail-compensation-poli...
Signatures haven’t been a thing for months.
Some couriers take a photo of the item on the doorstep, but all that proves is that it was left on a doorstep, really.
And yes, the potential for fraud is elevated. We’ve had two fraudulent chargebacks at work since the first lockdown and am expecting several more this month.
If GAME used a service with insufficient compensation that’s on them. You’ll get your money back in the fullness of time, but probably not the console unless they get more stock this side of Christmas.
Some couriers take a photo of the item on the doorstep, but all that proves is that it was left on a doorstep, really.
And yes, the potential for fraud is elevated. We’ve had two fraudulent chargebacks at work since the first lockdown and am expecting several more this month.
If GAME used a service with insufficient compensation that’s on them. You’ll get your money back in the fullness of time, but probably not the console unless they get more stock this side of Christmas.
A500leroy said:
have you put the tracking number into the RM website?
Yes. It shows the package stuck at the wrong delivery office since Wednesday. I've been to that office and they deny that they have it.When I go to the options screen, it tells me that there are none available for this package. It seems in line with what a lot of other Xbox purchasers have seen this week.
No point in claiming from RM, it takes ages for them to acknowledge an item is lost and the OP has already said compensation is only £100.
Tracked 24 doesn’t require a signature, it’s tracked but no proof of delivery.
https://www.royalmail.com/business/shipping/uk-ser...
Tracked 24 doesn’t require a signature, it’s tracked but no proof of delivery.
https://www.royalmail.com/business/shipping/uk-ser...
kingston12 said:
I've also been left a bit unsettled by the fact another 'Tracked 24' item has just been delivered by Royal Mail today and it was just left by my door with no signature required!
What is to stop them claiming that the Xbox has been delivered as well if that is the case?
The signature is only an option that the sender can choose to have. The barcode will be scanned before posting and the GPS location recorded.What is to stop them claiming that the Xbox has been delivered as well if that is the case?
That, of course, wouldn't stop a scan and walk without posting but no system is 100% foolproof. Likewise, the postie can just scribble a signature if required and walk away.
It may not look like it, but claims for lost post are taken seriously (at least when I was a postie). If a pattern occured on a specific walk, test packages were sent to random houses on that walk to expose theft, alongside various other ways of catching bent posties.
littlebasher said:
Do Game record the serial numbers?
Pity they can't log the lost (aka stolen) units with Microsoft and get them blocked
Indeed, it would prevent this type of thing if they could block the stolen ones at source like Apple do with iPhones.Pity they can't log the lost (aka stolen) units with Microsoft and get them blocked
One positive to come out of this is that Amazon seem to have introduced a system where they text a PIN to the customer and the customer must enter this into the delivery driver's device before it is considered delivered.
This seems to be in response to so many of these Xboxes going missing this week.
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