I want to share my recent frustrating experience with EB Games Liverpool store so others in the area can avoid going through the same ordeal.
On December 9, I ordered 12 “What If” mugs during EB Games' online promotion ($1 each, regular price $15). Ten were shipped to me, and two were reserved for pickup at the Liverpool store.
When the shipment arrived on December 12, I found that three of the mugs were damaged due to improper packaging (no protective materials at all). I contacted both the shipping store and EB Games' customer service, and they advised me to visit my local Liverpool store for assistance with a replacement or refund.
However, my experience at the Liverpool store was shocking:
Rude and Dismissive Staff: The staff member, who identified himself as "AJ," was extremely unprofessional. He showed no empathy for the inconvenience caused and refused to apologize for the damaged items.
Unfair Replacement Terms: AJ insisted I could only get a $1 refund per mug (the promotional price) or pay $14 per mug to replace them because the promotion had ended. This completely ignores the fact that I already purchased the items at the promotional price and only wanted what I was entitled to.
Damaged Item for Pickup: When I tried to pick up the two mugs I had reserved, AJ intentionally handed me a damaged mug. He said if I didn’t accept it, my only option was to take another $1 refund.
In the end, I left the store with four damaged mugs and zero resolution. AJ’s behavior was unprofessional, rude, and completely unacceptable.
If you’re considering going to the Liverpool store for returns, replacements, or pickups, think twice. The staff clearly lacks proper training in customer service and seems to disregard basic accountability.
I’ve since filed a formal complaint with EB Games' customer service, and I hope they address this issue. But in the meantime, I want to warn others in the area to avoid the Liverpool store if possible.
Has anyone else experienced issues with this store? Let me know—I’d love to hear if this is an isolated incident or part of a bigger problem.
Okay. You're not entitled to an apology from a retail worker for an incident outside of their personal control. That doesn't make them rude or unprofessional.
That's a normal returns policy for most companies. You're entitled to a refund and not necessarily an exchange or replacement. Even Amazon don't do exchanges.
It's not uncommon for damaged goods to be marked down as clearance. If you don't agree with the condition, or it wasn't clearly stated as such, then absolutely entitled to a refund. It sucks, but it's not unreasonable.
All this over $1 mugs… Having said that, you're entitled to file a complaint if not satisfied and might get some goodwill out of it.
I have no affiliation with EBGames Liverpool, nor do I know this AJ, but have picked up items there just fine. I've also rejected open games from there because they are not 'brand new' and they've always refunded on the spot with no hassle. It's a stupid EBGames policy to open games but I'm not going to blame the retail worker there and expect them to apologise to me for it..