EB Games Garden City

“Unfortunate” “miscommunication” I preordered a pokemon item in April. Shortly after, I realised I would be overseas on the release date. So, I went to the store in person and explained my situation, asking whether they could hold the item for about a week until I returned to Brisbane. The staff member assured me that it would be fine and said he would put a note on the system. He even asked me for the exact collection date. To show I was committed to purchasing the item, I offered to pay the full amount upfront instead of just the deposit, but he told me that wasn’t necessary. Based on that conversation, I left with the understanding that my preorder would be held until the agreed collection date. When I returned on the agreed date to collect my item, I was told that my preorder had been cancelled three days earlier. The staff member assisting me, Riley, described the situation as “unfortunate” and “miscommunication”, and suggested it could be related to the high demand for trading card products. However, no clear explanation was provided as to why my preorder was cancelled despite the arrangement I had made with the store. While my deposit was refunded, that does not resolve the issue. I had waited months for this item and was reassured that it would be held for me. As a result of the cancellation, I lost the opportunity to purchase a product that is now difficult to obtain. What is most disappointing is that if I had been told the store could not hold the preorder, or that there was a risk it could be cancelled automatically, I would have made alternative arrangements, like asking a friend to collect it on my behalf. Instead, I was given every indication that everything was sorted, and I was never contacted before the preorder was cancelled. This is not an “ unfortunate” incident or “miscommunication” at all. This is totally avoidable. Very disappointed.

Tried to buy a heap of accessories for switch 2 but the bloke on the checkout needed to see each item was in stock at a store inside the center in order to price match them....ended up just going to big w...tried to help the little guy and just end up at big w...ill just go there from now on

Store manager wouldn't put aside 1 piece of stock for Pokemon, so I could pick it up after work. Meanwhile the Zing in the same centre has 10 aside on hold for a reseller to purchase. Absolutely unbelievably poor customer service and respect.

Had such a lovely experience yesterday with the help from Sam, had such a nice welcoming and excellent Customer Service. Such a friendly person and I wish all staff from Eb games were as nice and lovely as Sam. He honestly made my day when someone who gets very overwhelmed he was extremely helpful. Thank you Sam and keep up the great work :)

Staff very helpful, even during the busy Black Friday sales! It's been a while since I've made a purchase from EB Games but if I were to make another, I'd definitely come back here :) top stuff staff!