GAME pre-order customers left in limbo, as Metaphor and Silent Hill 2 launch loom

A month after Eurogamer’s previous report, GAME customers say they are still waiting to receive the games they paid for in pre-order, with no option to cancel these orders online.

Eurogamer continues to be contacted by customers who handed over money for games scheduled to launch weeks ago and are still waiting to receive their orders.

And now, with the fall season of big game launches expected to get off to a good start with Silent Hill 2 and Metaphor ReFantazio, there are fears that pre-orders for those games may not materialize as well.

GAME customers tell Eurogamer that questions about current pre-orders – some more than a month late – are falling on deaf ears, with questions directed to the brand’s customer support on social media and on its website remaining unanswered.

The problem appears to stem from GAME’s move to systems owned by its parent company, Frasers Group, in late August. As a result, any pre-orders made on or before August 19 will no longer appear in customers’ online accounts. As Eurogamer previously reported, this also means that customers have no way to cancel orders weeks late, or preemptively cancel orders for upcoming releases to purchase a product elsewhere.

Head over to GAME’s customer service website and you’ll find an update, dated September, acknowledging that “some” orders are now late.

“Following significant changes to the system, customers are currently experiencing delays in some of their orders,” notes the GAME website. “These delays also affect some recent video game releases.

“We are working closely with our fulfillment teams to ship outstanding orders as quickly as possible and apologize for the current delays.”

The website also notes that contact with its customer service team is also experiencing delays due to a high volume of issues.

“We’re a little busier than usual right now, so it’s taking us longer to respond,” a warning message on the site reads. “Our customer service team is working to respond as quickly as possible. Thank you for your patience and we apologize for the delay.”

Eurogamer contacted Frasers Group today regarding the continued customer wait, but did not receive a response.

A month ago, a company spokesperson told Eurogamer that GAME’s website was “currently undergoing upgrades” and that it was working to resolve them “quickly.”

“We are aware that some customers are experiencing difficulty accessing their GAME accounts and order details,” a Frasers Group representative told us in September. “We are working to resolve these issues quickly and encourage customers to contact our customer service team if they experience any issues. We apologize for any inconvenience this has caused.”

This year, GAME ended the ability to trade in products and purchase used games, pre-order games in stores, end its GAME Reward and GAME Wallet offers, and end the support for Xbox All Access. The chain, however, denied an online report that it would stop selling physical games altogether.