An actual test of Game’s online price guarantee showed that you have to wait for an item to be delivered before you can claim the promised refund of the difference plus an additional 10%.
When our refund was processed, we were also not notified, even after contacting Game support for an update. Instead, we were asked to confirm the details we had already provided as if the refund had not been processed.
Game promoted their cut-price offering, saying, “We’ll beat any price, so you get more with every store.”
He recently extended the traditional in-store price guarantee to his online store, promising “the lowest prices online”.
Game states that if you have purchased an item from Game and within 21 days of purchase find the identical product at a competitor for less – in-store or online – you can:
- Email the product screenshot on the competitor’s website, a link to that product page on the competitor’s website and / or any print / digital flyers to [email protected];
- Indicate the order number and the price for which you purchased the item.
- If you qualify, Game will refund the difference plus an additional 10% of the difference.
The image below shows part of Game’s online prize promotion.
MyBroadband has put Game’s online price guarantee to the test.
We purchased an Ellies 12-Way Surge Protector Power Strip from Game for R339.
We found the same product at Takealot for R289 after purchasing the product from Game. It’s even cheaper now at R278.
We alerted Game to the price difference on September 17th and a company representative confirmed that the beaten price is valid.
However, Game has stated that in order for them to proceed with the refund of the prize, we must be in possession of the item.
On September 21, we informed Game that we had received the power strip and asked them to proceed with the beat price request.
There was no response from Game.
On September 27, we responded to the request, informing Game that we have “received the plug-in and would like to continue the low price policy.”
A few hours later, Game responded with a curious email. “Please confirm if you have already received the order? The game agent asked.
We again confirmed that we had received the order, but as of September 30, there had been no communication from Game.
This test of Game’s price promise showed that the retailer is aware of its price refund obligations, but its execution leaves a lot to be desired.
The game responds
Game said the results of MyBroadband’s price promise test are very disappointing.
Game told MyBroadband while the refund was made on confirmation that the goods were delivered, the error occurred when this was not communicated and confirmed.
The company informed us that the refund was processed on September 22. He provided a payment reference, which we were able to locate on our bank statement.
“The experience you have shared is very disappointing, and Game needs to do better and be more clear about our customers’ requests,” Game said.
“Thank you for bringing this to our attention, as we are committed to improving the experience for our customers. “
Summary of tests
The table below provides an overview of the process for trying to get a Game Online Prize Match refund.
|Game price test|
|September 17||MyBroadband researcher||I bought a multi plug (Ellies FBWP5) online from Game yesterday for shipping R339 + R50. However, today I found the same plug on Takealot for R289.
I see you have a Price Beat service. Would that apply in this situation?
|September 17||Game agent||Please note that the beaten price is valid, however, in order for us to proceed with the beaten price you must be in possession of the item, only then will we have your request sent.
Please confirm once you have received your order so that we can forward your request.
|September 21||MyBroadband researcher||I received the power strip.
Could you please continue with the beaten price for me?
|September 27||MyBroadband researcher||I would just like to follow up on request XXXX.
I have received the plug and would like to continue with the low price policy.
|September 27||Game agent||Please confirm if you have already received the order?
We apologize for any inconvenience caused.
|September 28||MyBroadband researcher||Thank you to come back to me. I received the order yes.|
|September 30||No further communication and no refund.|
Game price for Ellies multi-plug
Takealot award for Ellies power strips