GAME sold opened games as new during Easter, offers refunds, apology

by Justin McElroy on Apr 15th 2010 3:00AM

Customers of UK retailer GAME who say they were sold inferior, former display games as new during the Easter holiday were understandably plenty hacked off -- Cadbury Creme Egg buzz not withstanding. But CVG reports they've not only gotten an apology from the company, but the offer of replacement or refund for any purchase that wasn't in near mint condition.

Guys, between you and us, the the next time you want a make a fairly belabored Easter analogy about the resurrection of Jesus, maybe don't go with selling old games as new? We get it, but how about just a poster next time? How about just a nice poster with bunnies and perhaps colorful eggs?

Source

Tags: easter, game, refunds, retail, uk

Reader Comments (61)

I wanna make a CD with that image on the label side.

Guns'n'Roses already did it for their Greatest Hits

I wonder what game that was...

It looks like my copy of GTA4. It really took a beating from my 360.

MDK 2, it actually came like that new. Or at least it should have, dood.

yet another reason why people should avoid game.

I hate GAME so much. They sell pre-owned stuff for around full price anyway, but calling it NEW is despicable even for them!

GameStop is nearly as bad. I bought a PSP 1000 from them used for $100, which is good, but that one broke. I sent it back for a replacement that was supposed to be free but they charged me full price again. They said they would pay me back, its been 7 months. :(

Here in Mexico "Gameplanet" does the exact same thing, they sells you a used game at almost the price of a brand new game.

Ooooh..... as soon as I read the title, I thought.... Gamestop.

They're selling games they've opened to use the cases as display as new, and not to mention putting price stickers on the cases that leave residue when you peel them off.

that's why I don't buy from them. the whole gutting games thing should stop and it's become worst thanks to DLC codes. I've already read many complaints where employees take the DLC codes out of the cases to use them for their own or sell them online and the worst part about it is you can't return the game.

Absolutely, i bought a 'new' DS game there a while ago and they didn't even have the decency to delete the previous save game, if you're going to lie to your customers at least make a proper effort.

One of the reasons I won't ever buy a game or system from GameStop. Ever.

It is NOT new you OPENED it. I don't care if you claim no one has played it.

I understand the concept of opening a copy to use for the display, but almost every game I've bought from GameStop has been opened and has stickers directly on the box. Am I so lucky that I always show up just in time to buy the last copy of every game? It's not that I mind or anything. I just don't see why they go through the trouble. Why sell the display copy when you're just going to have to open another one? Wouldn't it be easier to put the display copy back on the display and grab an unopened one for the customer? It seems like less work.

This is why I'll only buy brand new games from GameStop when you can see they have several unopened copies in the display case behind the register.

I bought my fiance The Sims 2: Double Deluxe (which comes with 2 expansions) but when we got home and installed it, we found the activation code inside didn't work because they gave us The Sims 2: Deluxe (which only comes with 1 expansion). The worst part is they put that sticker on the case so I couldn't have even checked the disc for scratches before leaving the store which would have prevented the whole debacle.

I understand they want to be secure and make sure people don't steal games, but I'd rather have more aware staff, cameras, and alarms that have to deal with them taking the games out.

@ Not THAT Matt

I think you have it wrong. Thats not the only reason they gut their games, and if it was, they gut more than 4. Ever go to a Game Days sale? Look at all the games they're offering, and notice they're ALL gutted. Yes, they're heavily discounted in most cases, but good luck getting a game that's not open.

So much awesomeness in this comment.

There's been a rage thread over at Eurogamer for sometime about people ordering from GAME and recieving what's clearly pre-owned copies. It certainly hasn't been restricted to "during Easter" as they claim.

Although personally, I've never had any problems with them.

The eurogamer thread is great, its gone completely off topic thanks to one person compleatly missing the point (is going on about how having new games out of the box behind the counter at stores makes them all pre-owned) and because of that massive negs to people making reasonable arguments and plusses to all people goign "Game Suck"!

Gotta love the internet :D

Myself never had an issue with game, in fact the only time i have had a scratched disc that could have been dodgy(not sure if the disc was scartched or if it was my console tbh,probably console, was circular) they replaced the disc for me in store on the spot.Just a shame the game was awful but can't blame them for that :P

Never had a preowned game when i have purchsed new so i guess its somethign that is either only the online branch (only ever got 2 things from there, both fine), or limited to certain stores (or just bad luck).

(P.S. My personal favorite bit of the eurogamer thread was the comparision of taking a game out of hte box to store behind the counter to taking jam out of hte jar to store in a bag at a supermarket.)

Y would you pay for an open game?

I fell prey to their dastardly deed. Its games bought New off the Game website so there's no way to know it's going to be ex-display (or in my opinion, second-hand!) until it arrives unsealed with scratches.

It's like going to a restaurant and ordering dinner and a turd arriving with the excuse "It used to once be new food - surely that's okay?"

This happened to me!

To make it WORSE I bought a game with a PROMISED code to unlock content.

When the title arrived it was:
A) Without the unlock code in the packaging
B) Clearly an old scratched box
C) Scratched disc
D) Manual was torn

I was pissed off and took it back to one of the stores for a refund. They didn't have any copies in stock so I couldn't exchange. I'm going to email them and demand the sell that game to me NEW at the Sale price *grrrrrrrrrrr*

Looks like somebody rav'd on the cd.

I totally understand why people would be pissed if there game was scratched... But. If GAME didn't 'gut' there games for display you would create a situation where the employees would be unsure as to when they have sold there last copy of that game. And I sure as hell know I would be more pissed if I would stood in line with a display case on a busy day only for them to tell me they are out of stock. If it's open ask to see the disk!

This was unique to sales on the website and how their warehouse was sending the opened discs to people who purchased it New on the website. So the first time you as the consumer see the item is when it arrives through your mailbox - scratched and without your DLC code :/

I'm not sure what having a gutted copy has to do with knowing whether or not you have any left. Maybe if their cabinets were organized properly, they could just look in the cabinet and see there aren't any left, instead of having to ruin a perfectly good game just to put it on the shelf. I'm sure that Game or Gamestop could work with the publishers to get display copies of boxes, but that would cost them more money. And we all know how stingy they are already.

Amazon is the way to go -- they dole out $10 credits for new games all the time, particularly big releases. Half the time I buy a game, I find out I'm paying $10 less without even realizing it in advance because I had a credit saved up from before. It's not quite as cheap as buying used, but you know what you're getting, and it costs a lot less than running to Best Buy.

All new titles at Amazon cost 56.99 or less brand new at launch. If you preorder you get FREE release day shipping and don't have to pay the sales tax (in my state/city it is 11 percent). Not to mention they give you 10-20 dollar promo credit for nearly every damn game you list as preorder. And when you preorder a game they don't even charge you until the second it is being packed and shipped to you. What a great system. I got Splinter Cell CE for 39.99 total with the Splinter Cell promo code, my 20 dollar credit for pre-ordering a previous game and the already typical 4-6 dollar discount at Amazon and it showed up on my doorstep launch day at 11am.

@ Anticrawl

I preorder and get all my games from Amazon. While the service is amazing, and I always select release date delivery when available, I have yet to get FREE release date shipping... Usually the release date shipping is between $5 and $10, they usually offer free slow method shipping on orders over $25 and in my experience that takes an extra 5 days or so (I live in Philadelphia). How do you get release date shipping for free?

@Anticrawl

I can verify that there is no free Release Date shipping for preordered games, unless you have an Amazon Prime account, which you have to pay $80 per year for. But there is free standard shipping on all orders above $25.

Amazon prime only costs me 70 dollars a year and when you factor in the massive discounts, zero tax and free 2 day or release day shipping on everything you are still saving a shitload of money. I only purchased prime because shipping for a large item exceeded the cost of prime, and prime made the shipping free. If you shop online regularly it is somewhat moronic to not take advantage of it. But I guess everyone isn't like me and can't wait the few extra days for standard free delivery.

You do need Prime to get free release day shipping, but I use Amazon for nearly everything (better prices and no tax?) so Prime is a no-brainer. I've got Super Mario Galaxy 2 on pre-order, and the game only cost me $39.99 because of a credit I got for God of War III, plus I earned more credit toward something else in the process. It never ends. I'm going to get these games anyway -- may as well get them cheap, and have that money go to the developers rather than Gamestop's used-game division. Win-win-win. Amazon gets my business, the developers get the money they deserve, and I get new games for $10-20 off. I don't know why anybody wastes their time at Gamestop.

I just checked Amazon, and Prime costs $79. That's a bit much if you're just a game purchaser.

yeah, no suprises with this, but then I used to work for Game.

Sometimes they're played, not technically 2nd hand. Staff were allowed to open and play games in store (how else were staff expected to know about all the new releases), and well, some consoles, no matter how carefull you handle the disk, scratch the bejeebus out of them.

Anyone ever wondered why Game stores have shrink wrappers...?

EB/Gamestop in Canada does this as well. They'll sell their "gutted" copies of games as new. I always walk away when their only remaining "new" copy of a game is gutted, but people continue to buy them and Gamestop continues the practice.

Once the Microsoft seal has been broken it is no longer new per their policy. The PS3 and Wii however do not have this policy allowing Gamestop to get away with this shit. Gamestop is violating 3rd party agreements with Microsoft in selling these "guttexd copies" as new. I can't wait until Microsoft is bored one day with their various lawsuits and printing money and sends their army of high powered lawyers to bend Gamestop over and prime them for the common man to take a shot at em due to the lawsuit ruling resulting in class action lawsuits being ruled in consumer favor which pays all gamestop customers in compensation of this. It will be just as satisfying as the day Sony was sued and lost the suit regarding the buying out of media and reviewers to post false excitement and praise to boost box office hits. You know basically identically to what happened with Bioshock in the gaming industry. I got face ticket value for several movies refunded in cash by Sony. One of which was... Braveheart. Hahaha, you are now aware of your brainwashing. Your mind = blown.

Hey can I pick up a new copy of Splinter Cell?

Gamestop Employee: Since you didn't preorder and I can't violently assault you because of it the only option I'm going to give you is this opened copy we call new and charge you full price. No you can't have one of the 30 copies behind me sealed in plastic because I'm punishing you for not preordering.

Is that even legal?

Gamestop Employee: Probably not but you're foolish enough to agree to it.

Game != Gamestop, your complaining about the wrong company here :/

@Luke

You're an idiot.

We know they're not the same. But they both carry out the same sort of practice. So people are making comparisons and sharing stories of the same type of problem that occurs at other stores.

"This stock should be in MINT condition but we are now aware that some ex-display stock has slipped through our quality screening processes. This stock is new...however it may have been stripped of its plastic wrapping."

Quality screening process?? The only equipment you need for that are eyeballs that can determine whether there is manufacturer plastic wrapping covering the case or not.

It's at least commendable that they are reacting to consumer concerns quickly. I don't think Gamestop would have ever given that kind of service.

Gamestop does the EXACT same thing. They open games in order to put out the boxes as display cases, and will sell you the game as new, even though they opened it already. It's a disgusting practice.

Often times those games are used also because employees have a game check out policy. So they can basically rent these games from the store. And they're still sold as new.

I received a copy of Borderlands from Gamestop as a gift a week or so ago. The person who bought it for me was told it was NEW (they dont have much experience buying games), and paid full price for it. When I got it, it was unwrapped and unsealed, except by a crappy clear plastic circle sticker gamestop put on it. The disc even had fingerprints on it. The case had labels that left sticker marks when I tried to remove them. I ended up bringing it back to the store and asked what was going on, and they gave me the whole 'it is new, it is a display copy' song and dance. I argued that it is not NEW unless it is still wrapped and does not contain FINGERPRINTS ON THE DISC. I checked their used copies, they were selling used ones in better condition that the new one they sold me. I myself never shop at gamestop. I returned the game for a refund, and ended up buying a new copy on Amazon. It was sealed, and way cheaper. Gamestop can go to hell.

Amazon is a FAR better place to get games. They're cheaper. They often give $10 gift cards with preorders. No tax. No shipping fee. And amazon gives more money for trade in games. I never go to Gamestop.

Identical issue. I'm in the US so no GAME

They always do this though...

The disc is always slid inside the game manual, and they use annoying stickers to reseal the box, after taking the game and manual out of the drawer under the desk. Mostly they don't show you the disc, though some have the courtesy to do so. I now never buy from Game unless it is from a gift voucher.

Just checking on Amazon, Monster Hunter Tri already costs £30 when it'd be £45 in Game. It's only out a week or so and could easily sell at £45 if Amazon let it. It'd be delivered wrapped and in their standard sturdy cardboard box as well, in excellent condition, and without having to spend fuel to go to the nearest store. I'm never desperate enough to need a game within a week of ordering anyway so I don't mind the 6 or 7 day wait that normally happens.

I don't know how anyone with the internet and a brain still buys from places like GAME or Gamestop. It's just no longer worth it. These stores have such ridiculous mark up, and have zero regard for their customers. Amazon is the smartest place to go.

The did this to me before...
I bought Dead Rising 'new' still in cellophane and with that little green sticker over the opening, and I got it home and the booklet was ripped and bent, and it looked like it had been dipped in water and dried again, and the disc looked like it had been slid across a hard surface a few times.
I took it back and they offered me either a real new DR for £10 (£30 cheaper than usual) or the one I had for £7. I chose the new one. They probably sold the first copy again as used. They also gave me a little card thing that allowed me to have discs repaired for free for a year. I never used it out of disgust and gave it to my friend.
I want to know how they got the sticker and cellophane back on the box so perfectly...

They have a very simple sealing machine that does it. They place a sticker on an opened box, then slide it into the cellophane. Once in they lower a handle to seal it, and then use a hot air blower to make the cellophane shrink around the game, making it appear like new.

I want one of those machines... I could sell my Out of Print and rare CDs as new...

| 1 | 2 | Most Recent | Next 50 Comments

GAME sold opened games as new during Easter, offers refunds, apology

Reader Comments (61)

Posted: Apr 15th 2010 3:03AM Acosta02 said

Posted: Apr 15th 2010 9:10AM Haywire said

Posted: Apr 15th 2010 3:04AM Special Agent Steve said

Posted: Apr 15th 2010 3:34AM BrokenTriforce said

Posted: Apr 15th 2010 4:51AM (Unverified) said

Posted: Apr 15th 2010 3:08AM Istari Spartan said

Posted: Apr 15th 2010 3:19AM majik said

Posted: Apr 15th 2010 4:53AM OmegaIXIUltima said

Posted: Apr 15th 2010 9:16AM NightElve said

Posted: Apr 15th 2010 3:19AM InfinitiProject said

Posted: Apr 15th 2010 3:39AM s ls said

Posted: Apr 15th 2010 4:10AM Chimaera said

Posted: Apr 15th 2010 6:07AM CordialSnail said

Posted: Apr 15th 2010 9:31AM SantasLittleHelper said

Posted: Apr 15th 2010 9:31AM (Unverified) said

Posted: Apr 15th 2010 2:42PM Nolan North said

Posted: Apr 15th 2010 3:41AM Dao Jones said

Posted: Apr 15th 2010 3:53AM Snowblind said

Posted: Apr 15th 2010 4:22AM Milky1985 said

Posted: Apr 15th 2010 4:27AM The MARIO said

Posted: Apr 15th 2010 5:17AM dividebyzeroZA said

Posted: Apr 15th 2010 4:51AM dividebyzeroZA said

Posted: Apr 15th 2010 6:34AM (Unverified) said

Posted: Apr 15th 2010 7:15AM (Unverified) said

Posted: Apr 15th 2010 7:30AM dividebyzeroZA said

Posted: Apr 15th 2010 11:32AM ProtagonistZero said

Posted: Apr 15th 2010 7:37AM greyseal said

Posted: Apr 15th 2010 8:56AM Anticrawl said

Posted: Apr 15th 2010 10:17AM WMcPete said

Posted: Apr 15th 2010 11:28AM ProtagonistZero said

Posted: Apr 15th 2010 11:37AM Anticrawl said

Posted: Apr 15th 2010 9:17PM greyseal said

Posted: Apr 16th 2010 8:49AM ProtagonistZero said

Posted: Apr 15th 2010 7:47AM npupp said

Posted: Apr 15th 2010 7:39AM chdude3 said

Posted: Apr 15th 2010 8:42AM Anticrawl said

Posted: Apr 15th 2010 8:35AM Anticrawl said

Posted: Apr 15th 2010 9:12AM Milky1985 said

Posted: Apr 15th 2010 11:25AM ProtagonistZero said

Posted: Apr 15th 2010 9:02AM (Unverified) said

Posted: Apr 15th 2010 9:09AM ProtagonistZero said

Posted: Apr 15th 2010 9:13AM ProtagonistZero said

Posted: Apr 15th 2010 10:11AM WMcPete said

Posted: Apr 15th 2010 10:24AM ProtagonistZero said

Posted: Apr 15th 2010 10:14AM Anticrawl said

Posted: Apr 15th 2010 10:52AM mrmobius said

Posted: Apr 15th 2010 11:00AM ProtagonistZero said

Posted: Apr 15th 2010 11:11AM Alex R said

Posted: Apr 15th 2010 11:18AM ProtagonistZero said

Posted: Apr 15th 2010 11:29AM Alex R said

Info

Description

MSRP

Release Date

Genre

Developer

Publisher

Rating

Breaking News

WB conjures up Harry Potter for Kinect this fall

Featured Stories

Silver Lining: I Am Alive's unfeeling world

Game Of Thrones and the paradoxes of adaptation

Super Joystiq Podcast 004: 38 Studios meltdown, Gravity Rush, Civilization 5: Gods & Kings, Dragon's Dogma

Engadget

TUAW

Massively

WoW