Play.com guarantees Modern Warfare 2 deliveries

Comments

• Well, I recieved my confirmation e-mail yesterday evening, about 8.15 pm. I thought they are obviously working over-time to get these MW2 orders out, but it seems that play.com have used the same stock e-mail which states '3-5 days delivery'. I'm sure they are using a courier and it will arrive today (probably as i'm stepping out of the door to go to the dentist), but there is a niggle of doubt. If play.com did indeed recieve '150 orders at peak time', wouldn't that warrant someone at play.com to type up a new confirmation e-mail? Has anyone had a confirmation of delivery e-mail that said they would recieve the order by the 10th or that it was actually being sent by courier, or has everyone recieved this same stock e-mail? Posted by Liam, England
• i got the same 3 to 5 day emai and judging that its now 2.15 i doubt mine will come today :(
  i live in hope Posted by harry, england
• Havent received mine. Total joke, Guaranteed delivery my foot. Play.com will never get another penny from me. Play.com also told me I'd get an email telling me how to get some ringtones and wallpapers, as part of the deal for pre-ordering. They havent managed to send me this simple email, either. My PC copy was dispatched (apparently) at 22:17 last night. Posted by Ian, England
• 5:30pm and still no sign from play.com, paid £45 for the privelage of getting on release day and not having to go to a shop where i couldve got it for much less. what a joke. Posted by craig, sc
• havent got mine either, ordered the PC version on the 7th november.
  
  5:35pm here crossing fingers itll turn up in the dying hours today but its not looking good. Posted by Andy, England
• just researched the play.com couriers hdn and all i can find are bad reviews of these people. thought play.com wouldve had better standards than just to use the cheapest courier available. and also is anyone else jealous when they see their friends list and everyone is playing this? Posted by craig, sc
• great. guess we wont be seeing our copies >_< whats the latest HDN deliver do you know? Posted by Andy, England
• it read 6 somewhere but i have a sneaky feeling play.com have sent my copy by post cause i ordered on saturday night just there when most peoples orders would have been prepared for dispatch on saturday morning. when did you guys order? Posted by craig, sc
• i ordered saturday evening [http://img69.imageshack.us/img69/8966/proofp.jpg]. I'm guessing we have absolute no recourse on the matter but our comments will just have to serve as evidence that you cannot trust play.com and their press releases like the article above.
  
  They will probably blame the courier.
  Posted by Andy, England
• i pre-ordered mine in late september and i was sent an email guaranteeing a copy of the game on the day of release..6.02pm and i cant see one in front of me!
  I rang up play numerous times and got told 'Delivery up until 5' then..'wait 24 hours from this time for delivery' Yeah..i'll really believe that, they're good at making promises..LOADS of friends in my area have had their copies arrive this morning from Play, yet by the time theirs had came, apparently mine had only just been dispatched!? i sent play an email a minute ago, this is what i put.
  I placed an order with Play.com on the 24th september 2009 to pre-order Call Of Duty: Modern Warfare 2.
  Your site GUARANTEED delivery on the day of release (Today), Via the HDNL courier service.
  It is now 5.30pm, and i still haven't recieved my order.
  Friends in my area had their copies delivered to them today, but mine still hasn't been delivered.
  I payed the same amount of money as they did, and i expect the same service.
  I have phoned up your customer services phoneline numerous times, only to be to told that my order was dispatched at around 1.00pm today and it would be delivered up until 5.00pm. Then i was told to allow ANOTHER 24 hours for delivery. I have been ordering from Play.com for quite a while now, and it has always been a very professional service, but i must say i am very dissapointed this time.
  You GUARANTEED that my order would arrive today, so where is it, why such the late dispatch time, and why does it seem that only MY order out of the thousands of others has been delayed? Here are my details.
  
  Name - Mr xxxxx xxxx
  Email address - xxxxxx@hotmail.co.uk
  Delivery Area/Post Code - NG5 xxx
  Address - xx xxxxxxxxx xxxxx xxxxxxxx xxxx, Nottingham, United Kingdom.
  Posted by Jake., England
• well lets just hope were not here same time tomorrow, also phoned play and they said if not here today i can refuse delivery and have a full refund so i might just do that, pop down to sainsbury and get it for £26. if anyone gets it tonight let us know and give me hope as i will do the same. Posted by craig, sc
• yeah i will probably refuse delivery, i can find it cheaper than 35 quid online, only paid 35 for the privilege of launch day fun :/ Posted by Andy, England
• yeah will do mate,
  think i'll join you on that one.
  Can't go wrong at £26. Posted by Jake., England
• well its good to know were not alone, just hope play offer us ( the minority) some sort of incentive to keep trading with them. good luck guys. Posted by craig, sc
• im in the same boat, been told it would be here by 4 then 5 then 7! and all the usual rubbish of i cant get my supervisor etc!
  
  its sold out everywhere near me so i'l have to wait till tomorrow :( Posted by matthew gledhill, gb
• Yeah same mate, feeding me loads of bullcrap.
  First time was 4, then 5, then 7 then wait 24 hours. Do you think it'll definetly come tommorow? Posted by Jake., England
• i got told 4 the first time i rang up then the 2nd time someone told me that the previous convo never happened and they must of been lying, then she said she couldnt tell me when and what courier then the last time i rung up a guy said it would be here for 7 so i took his name and said if its not here by 7 its on your head and he assured me :( so hopefully tomorrow, but i booked the day off work to wait for it as noone would be in Posted by matthew gledhill, gb
• :S
  They're useless, they just spoke like they were reading from a sheet..
  'May i have your billing code?'
  'My post code?'
  'Eeeeeeeeeeeeeeerrr...Yes'
  
  They told me mine had been dispatched at about 1.00pm, what did they say about yours? Posted by Jake., England
• im on the phone to them now, they just hung up on me!
  
  they're just going round in circles!
  
  and why is there no tracking id?
  
  total f***k ups! Posted by matthew gledhill, gb
• back again and still no-one here has recieved this yet and to make things worse my partner keeps saying " it wont come any faster just cause your looking out the window craig" or "just wait till the morning and ill buy it for you craig". she just doesnt understand. Posted by craig, sc
• woah who just hung up on you matthew HDN or play? thats mental! Posted by Andy, England
• I keep looking out of the blinds looking for some headlights..
  It's 100 percent not going to come today guys. too late now.
  looks like we'll have to wait for tommorow.
  
  and matthew, they did that to me.
  they're so ignorant and useless. i dont think i'll cope if i dont get it tommorow -.- Posted by Jake., England
• play just hung up on me so i called them back and had a go and reduced someone called ''eden'' to tears
  
  the names are what gets me, i've had eden, willey and kai :S
  
  i don't want to wait till tomorrow i wanted my game tonight! and i know that sounds childish but when you pay for a service and don't get it, you have every right to be mad.
  
  Posted by matthew gledhill, gb
• yeah totally agree m8 and the fact theyve been making us want it this much for months now by hyping it up. Posted by craig, sc
• i know what you mean, but i dont think play can even offer us anything :\
  all the couriers have stopped now, Royal Fail doesnt deliver at this date.
  You can always go and pick up a copy from a supermarket, wait for the play.com one to come then send it back for a refund? Posted by Jake., England
• the thing is i have no money now to go out and buy it as i bought this preorder! after months of waiting play.com f**k me over!
  
  there email for complaints is customercare@play.com
  
  im emailing them now and i want much more than a refund!
  Posted by matthew gledhill, gb
• I don't think you should resort to reducing someone to tears, best way to show play that its not acceptable is just to buy it elsewhere and return your play order for a refund. I won't be relying on play for game launch purchases in the future and thats that. Posted by Andy, England
• Yeah i emailed them earlier, what i sent is above ^
  
  i got one back saying
  'Please wait 72 hours for a reply'
  
  I'm in the same situation, i cant afford to buy it, i dont get paid until the 19th and i'm not waiting for that.
  
  What did they say to you when you phoned the 'eden' girl?
  'delivered tommorow.' ? Posted by Jake., England
• That's all well and good Jake, but what about the people who have put money aside, and can't afford to go to the supermarket and get another one?
  Play are refusing to refund me until i have refused delivery and they have recieved it back from the courier...
  
  I'm not sure what can be done about it? Surely you can ring up and cancel it and expect them to credit you back straight away?
  
  I'm looking at waiting an unforeseen amount of time to get my money back in the meantime you just know I'm gonna be getting hold of some money and going down the store to get me a copy tommorrow!
  
  Play.com = thoroughbred stitch up artists :@
  
  :/ Posted by Damion, England
• i didnt mean to make her cry! i just lost it with her going round in circles
  
  i asked her to give me a solid date, i'd be happy at this point to wait till tomorrow morning but she couldnt even help me out with that!
  
  if it isnt here by 12 tomorrow im off to the shops to buy it, i'l find away somehow, im not missing out on mw2 Posted by matthew gledhill, gb
• to anyone who can answer this: if play send this to me via royal mail do i just write on the package return to sender or somthin and take to post office, also im assuming if a delivery guy comes with i just tell him i dont want it and thats that, is this right? Posted by craig, sc
• also are all of you preordering this for ps3 or xbox or mixed?
  
  because im thinking they took too many orders by being greedy and couldnt deliver Posted by matthew gledhill, gb
• yeah just refuse delivery at your door Posted by matthew gledhill, gb
• Xbox here. i'll accept it if it comes tommorow. if it doesn't, i'll cancel it by phone. Posted by Jake., England
• dont know why you console guys just get it at sainsburys for 26 pounds! Posted by Andy, England
• its sold out at my local sainsburys, plus i dont have any money now as i preordered this and booked the day off work so i could have a lie in for once then get on mw2 Posted by matthew gledhill, gb
• thanks, xbox here to and still waiting in hope that the delivery guys are working overtime. cheers for email address mathew cause all i could find on play help was ready answered questions and a phone number. Posted by craig, sc
• i've given up on them if its here by 12 i'll accept and never use play.com again
  
  if its not here by 12 i'l have to buy it elsewhere Posted by matthew gledhill, gb
• xbox here. spoke to play a few times. told by some american that 'he feels my pain' because he is a fan of the game to. lol. also rang hdnl to be told that there was no package due to come to my address, so i am presuming they sent it by royal mail. Although funny that i had 5 royal mail vans turn up at my work address today, which is where it was due to be delivered, and none of them had it on. grrrrrrrrrrr
  
  gonna give it till lunch break tomorrow and if its not arrived get it from tesco or something.
  
  wont be using play again for pre-ordering. whats the point if i can just get it from tesco or game. Posted by kmac, gb
• im peed off with the fact that i preordered it on 28th july and my mates have got it before me and they didnt even preorder it! play.com are poo. my mate is on level 33 already! what a basher OMFG if it dont come tomoro then ill be even more peed off. i was in maths today so excited to go home and waiting for a text from my nana at home saying that its here but nooo :( hope it comes tomoro OHH SHIZZAAA NO ONES IN TOMORO! Posted by James Avison, England
• if your still here KMAC whats the number for hdn cause i called a number earlier but it was an automated service and they asked for my card number which i dont have. Posted by craig, sc
• I thought i was the only one having problems, my friends MW2 got posted to his doctors and i still haven't got mine, been waiting for any vans or something to stop outside but no luck =( Posted by Jimmy, gb
• ive left it on a notepad at work. its the one play gave me, which started off automated but if you dont pick any options it eventually takes you to an operator. here is their website
  http://www.hdnl.co.uk/ Posted by kmac, gb
• yeah a went to that but it costs 10p a minute, how long did you wait for cause iv put a restriction on my line so it stops letting me make calls that arent free after i have spent so much money each month Posted by craig, sc
• my littler brother just phoned me who is on jobseekers allowance to see if i would play the game with him because he got a crisis loan to buy the game today. felt stupid telling him i havent got it yet even though i preorded and should have been playing it 1st. its shocking Posted by craig, sc
• mmm trying to remember was quite p*ssed off at the time!
  think i pressed 1 to goto track a delivery. then it asks you to enter your consignment number. if you dont enter anything, it will ask again.then if you dont enter anything again i think it transfers to an operator. i would say it takes approx 1 min to get through to the operator, then i was talking to her for 3 or 4 minutes. Posted by kmac, gb
• I'm adding to this as well.
  
  Ordered a copy for PC from play.com on Saturday before the cut off point on Sunday and recieved no copy on Launch Day.
  
  I've just finished writing a complaint e-mail to them. Play.com have been good to me in the past, but to false advertise like this to get pre-orders and then fail to deliver is terrible customer service.
  
  I won't ever be using Play.Com again, that's for sure.
  
  Also attached a copy of the "guarantee" of launch day delivery taken directly from their newsletter
  
  http://links.newsletters.play.com/servlet/MailView?ms=NDI3MzE0NAS2&r=NDk5NTYyNjEyNQS2&j=MTQwMjQxMDEzS0&mt=1&rt=0
  
  Long story short. DO NOT TRUST PLAY.COM FOR PRE-ORDERS! Posted by Imentiu, England
• Ordered my copy Friday so well in the 'before midight on Sunday' and did I get it delivered today?...Did I buggery. Complete let down. Posted by Nick, England
• I ordered mine on 26th march! got the confirmation email last week 6th nov and still not arrived!!!
  
  my brother ordered it a month later only got his confirmation email on SUNDAY!! and his game turned up this morning with the royal mail post!! funny courier!!!
  
  NICE ONE PLAY.COM Posted by Jordan Nichols, United Kingdom
• I'm in the same boat as you guys,I only ordered from play.com because of the guaranteed delivery WHAT A JOKE.
  Rang them 5 times yesterday just to be told wait till 5.00pm which I did rang back after 5 and was asked what time it was here DOH.
  Just had a knock at the door and got all excited thinking heres my game and it was a f*************ing parcel for the neighbour.
  I will never use play.com or should that be no play.con again Posted by steve, uk
• i have had the same problem guys! i still not got mine and its 10 am 11/11/09
  
  i have wrtten a review on the MW2 xbox360 page.. i want a full refund!.. the customer service team who speak bugger all english are based in the philippines... please email me you name and i am gonna start a petiton to get a full refund.. the customer service is rude and shocking and i am very angry.
  
  my email - nicemarkbennett@googlemail.com Posted by Mark Bennett, uk
• my email - matthewgledhill@hotmail.co.uk
  
  mine was for ps3 =, and still no sign of it Posted by matthew, uk
• THE EMAIL I SENT - please elt me know if anyone does get it today
  
  
  Hi,
  
  Firstly I am very annoyed at not recieving my copy yesterday and to top if off you have the worst customer service. The staff in the Phillipines have very bad english and are very very rude. they do not know what they are doing and are lying about my order coming in the post. One of them said "you order will be here today" I then replied thats its 7pm in the evening. She then hung up,not acceptable. (i had made 3 previous calls)
  
  You guranteed I would get our copy and i have still not recieved it. I want a FULL refund of £44.99 (plus £10 to cover my phone charges) put back into my account immediatley please and I will not be doing business with you again. I have been a loyal customer to you over many years(spending hundreds of pounds) and you have let me down.
  
  
  Please ensure this money is put back into my account by tommorow or I will have to take play.com to a small claims court and report this to my previous employer the Daily Mail newspaper.
  
  Please see this link attached - seems like I am not the only one who did not get my order.....
  
  http://www.pocket-lint.com/news/29318/playcom-use-couriers-deliver-call-of-duty
  
  Thank you Posted by Mark, UK
• Hey Everyone
  
  Seems like we could form a club here, i'm in the same boat as everyone else, ordered sunday morning and did it arrive yesterday, did it hell !
  
  Just phoned them now, (you were right can't understand them at all) said i would definatly get it today and it was "on it's way to me"
  
  Will never buy from play.com again, and just before christmas as well, they are really going to miss out from me and everyone else i hope.... Posted by David W, United Kingdom
• Just got mine but it was delivered by our normal postman did'nt have to sign for it just shoved through the letterbox.
  I will never use play.com ever again,shoddy service all round.
  
  SO MUCH FOR A COURIER LOL Posted by steve, uk
• still waiting on mine, on the phone now and hes now sayin its either royal mail parcelforce or hdn but none of them have tracking available?
  
  hes saying it will be here today, which i somehow doubt that and that yesterday there was a cut off point for delivery at 5:30 but i was told 4 then 5 then 7 o clock by them so lying once again...
  
  hes now saying that today there is no problem for delvery and i should wait....
  
  Posted by matthew, uk
• waiting on mine here 11:04AM ;) Posted by Andy, England
• finally got mine from royal mail... (not good enough..)
  
  going to shop to get a copy and get a full refund of these tarts. Posted by damion, england
• waiting on mine. outrageous - they have to make serious amends with this. either a hefty discount on any next order or a rebate on the price down to the £30 odd quid its on sale at supermarkets right this minute. Posted by gstar, uk
• recieved my copy just now by royal mail :D
  still sending a formal complaint though Posted by matthew, uk
• phoned round supermarkets where i'm from and there is no way i can get it until friday.
  
  I cant even get any help from play.com, the people they are using are incompetent and incoherent. Either that or they are being told to do this.
  Apparently there is no record on their systems of my purchase!
  Luckily i have screenshots and emails plus a log of the times i called them and the history of poor customer service i have recieved.
  I'm sure there is a trading standards issue here.
  first stop for me is a detailed email to Play.com complaints and see what they say.
  
  Watch this space...
  
  Posted by Damion, England
• This is absolutely disgraceful! I paid extra to get the hardened edition from play cause I couldnt find it local anywhere. Ive had problems with delivery times from play before (Halo 3:ODST arrived a WEEK after it was released) but felt a bit more assured when I was "guaranteed" release date delivery because they were using a courier but its now the afternoon of the 11th and nothing! I can appreciate that delivery times can change but when you're paying a decent amount for something and you're promised to get it that day and you dont it actually feels like someone opened your wallet, took a load of cash, laughed and walked off!! Whats worse is that I preordered so I could play MW2 straight away and yet everyone on my friends list didnt but are playing it before me?! Play.com has gotten its last penny out of me, and thats a genuine GUARANTEE!
  
  P.S. The only small bit of comfort is that I wasnt the only one let down, sorry guys! Posted by Karl, Ireland
• The *wonderful* Royal Fail just dropped my copy, still mad at play, we all paid a premium £45 to get it on the day of release, could have got it in sainsburys for £26 !! Posted by David W, United Kingdom
• Surely if you guys have received it through the post without signing for it, you COULD (if you weren't such honest blokes) just tell Play you never got it and get your money back? That, I'm sure, would be quite a kick in the teeth for them - who knows, they might even learn their lesson for the next big release eh?
  
  In other news, I'm still waiting on mine - got hung up on twice yesterday when they'd said "let me put you on hold..."; either they don't know how, or they just do it on purpose because you're being difficult. Guarantee my ass. Posted by AngryDude, UK
• royal mail for me 2 by a normal postie, i so want to send it back but i know in about 5 mins im gonna rip through that envelope, copy that disk to my 360 hdd and start playing. good luck to anyone still waitin and jus hang in there. Posted by craig, sc
• still waiting 12:01PM Posted by Andy, England
• Order reference: *
  email: *
  address: *
  Post code: *
  Tel: *
  Mob: *
  
  11/10/09
  
  Dear Play.com,
  
  I'm writing because I am very unhappy with the service I have received from Play.com.
  This not only concerns the fact that I have received, the item in question, a day late. But also the sheer incompetence (or so it seems) and rudeness of your call centre staff.
  
  Here are the facts;
  
  05/11/09 - received guarantee delivery email...
  07/11/09 - received order confirmation email...
  09/11/09 - received dispatch confirmation... (but to wait 3-5 days! errr NO)
  
  10/11/09 - RELEASE DAY - no delivery
  10/11/09 - 1st phone-call to 08458001020 - told to wait up to 1730hrs as this was stated as latest delivery time...
  10/11/09 - 2nd phone-call to 08458001020 - asked for some sort of tracking id or number of whoever is delivering it so maybe I can trace it myself... no help, going in circles... This seems very strange to have no reference...
  10/11/09 - 3rd phone-call to 08458001020 - It's 1830hrs and told it could still come if not i have the, and i quote, "option to wait until tomorrow". Well duh!
  
  So I resign myself to waiting until tomorrow as your call centre is shut.
  
  11/10/09 - 0905hrs - Told systems are down call back in 1/2hr
  11/10/09 - 0945hrs - Told again to call back in 1hr
  11/10/09 - 0948hrs - Rang again pressed 1 this time and told to wait a few hours! (get your story straight...!)
  11/10/09 - 1000hrs - Royal Mail post late delivered item in question through letterbox...
  11/10/09 - 1010 - Phoned again, low and behold, the systems are up! yay! but apparently there is no record of this transaction, even though i have the item in front of me delivered from play.com This all takes about 7 minutes to find this out. Because of lack of understanding English and sheer incompetence.
  11/10/09 - 1020 - Phoned again, same sort of scenario, so i ask to get someone who can deal with me properly as this is costing me lots of time and money on phone-calls. Very frustrating. She put me on hold and left me there. phone-call took over 10 minutes.
  
  So now I have the game a day late. YOU guaranteed that it would be here for the 10/11/09, that is what I paid for. This hasn't happened.
  
  I haven't opened the item and i am contemplating sending it back to you for a full refund.
  I shall not be placing an order with yourselves in the future.
  I am very disgruntled with Play.com.
  
  I would like to know what you are going to do about all this? Are you going to give me an incentive to not send the game back and not leave Play?
  
  I look forward to your response.
  
  Regards
  
  Mr * Posted by Damion, England
• mate just got me copy for 26 quid, so up yours play.
  
  send me an incentive I tell you no i want my money back!
  
  OORAH! Posted by Damion, england
• 12:40PM postie dropped through the letterbox. Nice one play, can't even refuse delivery. Next time I'm just gonna go to a game shop :) Posted by Andy, England
• To Andy and others: Your postie is supposed to get the item signed for, so if they haven't then there's no record of it physically being delivered. I believe Play's policy is to send out another item.
  
  Also, where did Damion get his copy *today* for 26 quid? Is there a sainsbury's out there that still has stock? My local three sold out pre-9am yesterday...
  
  Having spoken to play AGAIN via their asian call centre (not racist, just an observation - terrible english whoever they are), they tell me that they have split the deliveries between the three couriers - Royal Fail, Parcelfarce and AD-HND (excuse the joke names...) - but haven't ACTUALLY taken note of the tracking numbers for any specific orders. Isn't that great? So as soon as the items are out of Play's hands (30mins after I clicked BUY), as far as they're concerned it is "in transit" and therefore cannot be cancelled.
  
  Apparently our latest option is to refuse delivery, and when Play receive the item back via the courier (could be ages), they will process a refund. This does save the hassle of having to send the item back ourselves, apparently.
  
  When I mentioned the word "compensation" with regards to the FACT that they GUARANTEED delivery on release day if you ordered before midnight on sunday 8th november, she said they are working on a compensation plan for the unfortunate people like us that did not get their copies on the day, but that will not be announced until all of the copies have been delivered - which COULD BE 3-5 working days. It will also, allegedly, come in the form of an email. I am definitely going to get money out of them, I advise you others that haven't gotten yours until today/later to do the same so they actually sort their act out in future!!! Posted by AngryDude, UK
• Still waiting for my copy PS3. No sign, no help from Play.com. Used them for many games but never again. Only went with them as guaranteed delivery on Release day. Its now 11th and 13:30 and still no sign of my game! Posted by Daniel, England
• Hmm, this is the conditions part of their guarantee*:
  
  http://images.play.com/newimages/Newsletter/091105codMW2_img/codMW2_r5_c1.jpg Posted by AngryDude, UK
• jus checked that guarantee jpeg ANGRY DUDE. although i have received mine this morn i still want some sort of compensation. if i had read that guarantee in which play take no responsibility in there own guarantee i would not have purchased. rot in hell play.com!!! Posted by craig, sc
• Day 2 and still no sign of this game for my son... I have made 4 calls to play customer service ( which made me lose the will to live )
  When i rang up last night i was still getting told at 8.30pm that i would receive this order... i no full well that no couriers deliver past 7pm.. especially HDNL. I have worked with them in my job and i know there reputation!!
  Still didnt arrive this morning so called back and the advisor was yet again full of apologies.. and said that i will receive it before 5pm today.. as it is getting delivered with Royal Mail and not HDNL after all despite having received an email days earlier stating that play would not be using Royal Mail due to the postal strikes.... I have agreed to allow until 5pm.. and if it isnt here i will be calling back and not being so polite... I will also be asking for the managing directors address so i can write to him personally and will also be asking for some form of compensation.... If i get an address i will post it on here Posted by liverbirdy, Eng
• Can see Play.com using those terms and conditions of their guarantee to back themselves up regarding any failed deliveries for the Release day. I am still waiting on my copy for the PS3. Will never use Play.com ever again as their customer service is very poor, and they cant keep their promises. Its almost 3pm on the 11th now and still no game... Posted by Daniel, England
• Still waiting on mine, telephoned customer service last night 6pm to be told that the couriers had been instructed to carry on deliveries till 8pm and that all would receive there copy's that day, that was 2 lies in a row as it was convenient that the couriers would stop work at 8pm the same time that Plays offices would close thus avoiding further calls to them and that i didn't get my copy, so telephone today 2pm to find out what is happening to have some dickhead on the phone talking with a gob full of marbles which i finally got out of him that he would chase it and that i would receive a call back, guess what i am still waiting, biggest load of Gob Sh*tes i have come across, i have emailed a complaint to them but don't expect them to reply, as for others Quoting there terms to get out of the contract i told them on the phone my contract is with Play not there Couriers, play have my money not the couriers, from now on they can go to hell 9 years i have been with them and thousands of pounds i have spent well no more, as soon as this is resolve i will be deleting my account with them. Posted by Barry Gilmore, England
• Well gave up in the end of getting any where with Play ,was advised to contact the courier by a woman in a far of land who learn't English from a cereal box, contacted the courier to be told they cant check anything without a 13 digit reference no of which these people in far of lands haven't a clue as to what they mean, so i gave up and went to Currys bought a copy and Play can have there's back if and when it arrives. Play.com sucks Posted by Barry Gilmore, England
• &#8220;I guarantee it will arrive today, if it doesn't, I guarantee it will arrive tomorrow...&#8221;
  Said the guy I've just got off the phone with.
  Funny that, they guaranteed it would arrive on release day when I ordered it back in July.
  I also got the &#8220;try phoning the couriers....no we don't have a tracking number for you, you can use your order number...&#8221; line.
  
  On the bottom of Play emails it says &#8220;By receiving this email from play.com you are accepting our terms and conditions...&#8221;
  So I say we send play emails, with our own Ts & Cs on the bottom, &#8220;By receiving this email you agree to pay to sum of...&#8221;
  It's got just as much chance of standing up in court.
  Posted by Jon, UK
• Im still waiting as well. After they GUARANTEED delivery yesterday. I was looking at some reviews about HDNL, apparently they caan't be trusted with water, let alone my game. Play.com are b******s. Posted by Arran, Ireland
• Still havent recieved my copy, went to Sainsburys and bought a copy for £26. Play.com can have thiers back when and if it ever arrives! Posted by Daniel, England
• Havnt got mine either fuck play.com if i do get it without signing for it i will still say i didnt get it and if it needs a sig i will refuse. guarenteed my arse. going to sainsburys now! Posted by T, Enlgand
• day 3 and still no sign of this damn game. Even though i was guaranteed yet today... Its getting beyond a joke now. I am still waiting for a call back as well from the call centre manager.. but somehow dont think i will get one.
  Funny when i called up yesterday and asked for the name of the managing director of play.com the advisor didnt have a clue who or what i was talking about... that says it all really...
  If it doesnt come today then i will be making my 6 or 7th phone call.. i have totally lost count now... but i will be compiling all of this in a letter... and yes i will be damanding a full refund even if i do receive it today!!!! Posted by liverbirdy, Eng
• Copy from Play.com finally arrived 12:00 pm 13/11 (2 days late). Sending it back for a refund! Never using Play.com again. Call centre and customer service has been terrible. Posted by Daniel, England
• Mine hasn't arrived either....Play.com should be ashamed of themselves. Posted by steve, UK
• just spoke to a manager at the customer service department and she said that head office are giving out compensation for all copies that are late in being delivered.. i told her that i want a full refund and that if it isnt with me by 5pm tomorrow i will call back up for it .. and also even if it does arrive i will still want the refund in full.. she agreed to both .. so i urge everyone to call and demand there refund... as soon as i got through to an advisor i told her i wasn't getting off the phone until she put me through to a manager... very persistent me haha
  The Manger whos name was BEAN!! Said that head office will be calling the people who haven't received there copies yet.. cant see that somehow.
  I also asked for the head office address so can put my complaint in writing...
  I will be addressing it to Mr Stuart Rowe ..
  
  Play.com
  Po box 192
  Jersey
  JE4 8RP
  
  Hope the address is helpful :) Posted by liverbirdy, Eng
• Great work liverbirdy, you legend! I will be calling this "Bean" this afternoon even if mine's on the doorstep when I get home, nobody mugs me off and gets away with it! Posted by AngryDude, UK
• Angrydude... if you call up let us no on here what was said... end of the day they take our money, give us empty promises and still 3 days later don't deliver... Give them hell dude lol Posted by liverbirdy, Eng
• My copy still hasn't arrived after I pre-ordered it on Saturday 7th, 3 days late now, not happy at all!!!
  I spoke to the customer service team on Tuesday and they said it was out for delivery, then later that evening I got an e-mail to say it had only just been despatched!!!
  I've sent an e-mail to play.com with a copy of the e-mail they sent me guaranteeing delivery on Tuesday, just waiting to hear back! Posted by Cameron, United Kingdom
• mine hasn't arrived either and its now Thursday. Rang on Tuesday was initially told 'tough luck' its going to take 3-5 working days, then when asked to speak to a supervisor was told would definitely get it by 10pm as the couriers were working late to get it delivered in time.
  Have checked all the local supermarkets and they're all out of stock. Will be complaining to Trading Standards. Will NEVER use play.com again!!
  
  Posted by J, England
• They also told me there was NO Head Office address and all I could do was email customercare@play.com!!!
  Posted by J, England
• Ordered from play on the 1st of novermber its now 5.10 pm on the 12th and still no sign of it!!! was apparently posted on the 10th at 12pm. what courier actually delivers till 10pm? did anybody recieve this by courier? if so which one? tryed 2 get this elsewhere sainsburys asda and tesco and they r all sold out till tomorrow night. seeing everyone playing this on my friends list isnt helping either. im guessing play ran out of stock and if they didnt why not post it on the saturday so it would actually reach us on time the WANKERS Posted by T, UK
• Now Thursday 6.40 pm and still no sign from Play for this game now glad i went to Currys and bought the Game but its now cost 90 quid for which i will now have to wait for the Game to appear to send back and get the refund, from Plays terms that's 21 days if it doesn't turn up, wish the fuck i hadn't been led into believing that they would delivery i could of got this from Asda for 26 quid on the day of launch, they will never get another bean out of me again. Posted by Barry Gilmore, England
• I'm well and truly pissed off, glad I'm not alone on this one. I ordered the game about 2 months ago and I got an e-mail on the 5th of November saying it was shipped out, I was assured that it would arrive by release date but 4 days after release and still nothing. So I've sent an e-mail to customer support and am awaiting a reply(not expecting much tbh) Well there is one thing I can guarantee Play, they won't be getting any money from me anymore. Posted by Paul O, Ireland
• What baffles me is Play must know that their most loyal customers were the ones pre-ordering with them....yet they throw it back in our face.
  
  I've used Play for years....and now neither will my family, friends and office as they do not like companies that blatantly lie.
  
  So Mr Rowe....I hope you are happy now that you saved yourselves a few quid. Amazon sent out the game on time..........and then knocked £13 off the price and refunded their customers. Play made false claims with your press release and e-mails, lied to the people phoning up to enquire where the package was and haven't bothered to respond to anyone about this which shows how much you care.
  
  Play can go stuff themselves now....a once good firm now run by liars and imbeciles.
  
  Posted by Steve, UK
• Bought it from tesco for 7 quid less, will be refusing delivery unless they post it through ;) Posted by Angry Dude, UK
• Well I finally recieved my copy today...Thursday not Tuesday as promised.
  The amazing thing is I ordered my MW2 on Saturday and on Sunday I ordered some MS points for my XBOX and unless the "Courieur" was A: delivering on the completely wrong day and B: Giving the Royal Mail Postman a lift It appears that my copy of the game never ever was going to be recieved on the day of release as it wasnt given to a Courier because both packages from seperate orders on seperate days arrived at the same time..... all the more amazing when a friend whos order was dispatched 10minutes before mine got his by courier on the day of release!!!
  
  I did email them yesterday with a not very nice message and got the boggo standard "Your order was shipped in time for release date and it’s highly likely that you will receive your order in the next few days. Please be aware that delivery is subject to our delivery partners achieving standard delivery guarantees."
  
  "PLAY.COM take no responsibility for late delivery due to card failures, incorrect address details or failure on the part of the delivery partner."
  
  Also recieved my "Exclusive Media pack download" Instructions two days after release ( Was supposed to be the day before release!) only after bringing that up in my email of complaint.
  
  Bottom line is It appears Play have been telling Porkie Pies and that coupled with the atrocious customer service doesnt bode well for return custom in the future.
  Posted by Steve, UK
• I, and four of my friends have also not recieved our copies, none of us or our friends or family will use Play.com again. Posted by Darren, England
• i still havent got mine.....
  
  the customer service is a joke.. i am taking them to a small claims court Posted by MArk, UK
• Its now friday 13th at 11.50 and i still havent got mine. they are taking the piss. Posted by T, UK
• Postman just been....still nothing.
  
  Play - you utterly suck.
  
  I've already contacted Watchdog and the OFT as they have blatantly lied to people. No response to my e-mails, etc......they are totally inept. Posted by Steve, UK
• Steve can i ask what watchdog and OFT have said or advised you to do? I was considering contacting watchdog myself thanks
  
  Oh and btw ... i also still haven't received this damn game.. I am giving them until 5pm then they are getting another call.. they should be refunding my money but i will also demand they send me out another game as well ... if they dont then i will do what i have to do Posted by liverbirdy, Eng
• Just got in touch with OFT who advised me NOT to call the call centre any more chasing this game... Was advised to put it in writing ( which i already have :D )
  And tell them that if this game isnt here within the next 10-14 days i will want a full refund and will seek further advise for legal action as they are in breach of there contract.
  
  It still wont stop me from calling the call centre again at 5pm ... im not letting this drop!!! Posted by liverbirdy, Eng
• Well i got a reply back from play customer 'care'. It is the same reply as everyone else have gotten, the f**k off reply.
  'Your order was shipped in time for release date and it’s highly likely that you will receive your order in the next few days. Please be aware that delivery is subject to our delivery partners achieving standard delivery guarantees. PLAY take no responsibility for late delivery due to card failures, incorrect address details or failure on the part of the delivery partner.'
  I'm so pissed off, should of ordered it off of amazon.
  Posted by Paul O, Ireland
• They really don't have a clue do they?
  
  Brag about guaranteed delivery via adverts and press releases.....don't fulfill it then stick their fingers up at their customers.
  
  If I use a Courier at work and they don't fulfill...I have to tear the courier a new one, charge them the costs and apolgise profusely to the recipient, etc.
  
  Play decided at the last minute to slap a load in normal post despite the fact that there are massive backlogs and temporary workers (I've had a different "postman" every day this week) or at the worst....run out of stock, sent out dispatch e-mails and charged punters when the game isn't even in their warehouse yet. Posted by steve, UK
• friday now still havent recieved my copy very annoyed. I've ordered everything off play.com and very annoyed . im sorry play you've lost a customer here Posted by Alex, England
• http://www.reghardware.co.uk/2009/11/13/play_mw2_delivery/
  
  Have a read of that .
  
  Well i have just called play yet again .. and the advisor said that play are doing everything possible to get the games out to a ' small number of affected people '
  Small number my arse.
  She did however tell me that my refund has been put through for £44.99 and just to allow a little longer for the game... BUT its all well and good her saying my refund has gone through but a different matter once there head office see it... in my opinion they will reject it and i wont receive it.. But then off to trading standards i will go... Told her i will allow until Monday to get the copy... but i wont hold my breathe!!!!! Posted by liverbirdy, Eng
• So have Play sent them out or not?
  
  Are they admitting that despite sending out dispatch emails and taking money...they haven't actually sent them out? Posted by steve, UK
• well the woman i spoke to before at cust serv.. balls'd up ... she said that my copy had been desp on the release date... i said erm excuse me but i got an email a few days before saying that it had been desp .. what are you telling me??? She said oh errr no its ok yes it was desp on the Sunday... what say what she did though???
  But yes she said that they will be with us we just have to wait...
  
  I actually said to her that the reason why we havent had them is because play couldnt full fill there order.. and that the reason we havent had ours yet is becasue they are waiting for more stock to be shipped over... she had nothing to say about that.. i was just met with silence... i have done her job i know what goes on lmao
  
  But looks like all we can do is wait.... FOR NOW!! Posted by Liverbirdy, Eng
• this is the fucking response i got after i sent a long complaint - i was hung up on twice with customer services... this is not good enough... who do i go to? i need my money back form these utter arseholes posted 15/11/09
  
  
  Dear Mr XXXXX
  
  Thank you for your email.
  
  We are sorry to hear that your order for Call of Duty: Modern Warfare 2 was delayed.
  
  Whilst the vast majority of customers received their copies of the game on Tuesday we are disappointed to hear that you didn’t receive your order on the date of release.
  
  We continuously work with our delivery partners to ensure that we provide the best service to our customers however, with all carriers delays do occasionally happen. We would expect that your order has arrived and we do hope that the slight delay in receiving your copy will not impact on your enjoyment of this fantastic game.
  
  Please accept our sincere apologies for any disappointment or inconvenience caused.
  
  Kind Regards
  
  Play.com
  Posted by Mark, UK
• Slight delay?? ha. its coming up to 5 days and i still havnt got mine. last time i pre order anything from them when i could of got it for 26 pounds anyway shame they are sold out. its blatent they ran out of stock but still sent out dispatch emails. bastards Posted by T, UK
• PLEASE READ - my response to their blanket email. I WANT MY MONEY!!!!
  
  and T, yes u are right i got a email saying sent 5/11/09 the it chnaged to 8/11/09
  
  they have breached their contract in my opinion
  
  
  Hi,
  
  You have once again angered a long and loyal customer by sending out a blanket email, that has no doubt been sent to thousands of people. Your response does not address the fact I requested full a refund of £44.99 and my phone bill paid.
  
  The fact you guranteed delivery on the Tuesday.
  
  The fact that your awful staff in the Phillipines - who where rude and hung up on me on 2 ocasions when they could not give me a tracking number(and why does your automated voice options say press one to track your order? when the orders cant be tracked?) puzzling.
  
  You have not given me an explaination to the above, i want a full refund plus phone bill compensation. as stated on TWO occasions now and for you to repremand your staff at the call centre.
  
  Not recieving an item delivered when it is guranteed is a breach in your contract and having staff be rude to me is also shocking. I as amny others will be going to trading standards to take this further. you can see by this link you have a problem here.
  
  http://www.pocket-lint.com/news/29318/playcom-use-couriers-deliver-call-of-duty
  
  
  I await your response and not a blanket email.
  thankyou
  Mark
  
  --- On Fri, 13/11/09, customercare@play.com wrote:
  
  
  
  From: customercare@play.com
  Subject: Re: WHERE is my MODERN WARFARE 2 ORDER?
  Date: Friday, 13 November, 2009, 12:33
  
  
  Dear Mr Bennett
  
  Thank you for your email.
  
  We are sorry to hear that your order for Call of Duty: Modern Warfare 2 was delayed.
  
  Whilst the vast majority of customers received their copies of the game on Tuesday we are disappointed to hear that you didn’t receive your order on the date of release.
  
  We continuously work with our delivery partners to ensure that we provide the best service to our customers however, with all carriers delays do occasionally happen. We would expect that your order has arrived and we do hope that the slight delay in receiving your copy will not impact on your enjoyment of this fantastic game.
  
  Please accept our sincere apologies for any disappointment or inconvenience caused.
  
  Kind Regards
  
  Play.com
  Posted by Mark, UK
• Still nothing.....to be fair to the woman on the end of the phone this morning, she told me that all of my calls and e-mails were logged (and went through the times of them) and it was totally unacceptable that no-one has e-mailed me or called me back.
  
  She also reviewed my account and could see that I was a long term customer and even said "I don't know why they are dismissing people this way". she said that there had been issues with a courier.
  
  I have asked for a refund and was told this would happen within 48 hours....the annoying this is that Amazon have now raised the price to £39.99 from £33 yesterday...GRRR.
  
  The annoying thing is that I had Star Trek on pre-order with Play before this mess happened....it was sent before I had chance to cancel it and it arrived this morning.....2 days before release date. Posted by steve, uk
• Tuesday today and my game still has not arrived. Have emailed them demanding an immediate refund but lets see what happens. Not holding my breath though. Posted by J, England
• I have still not got mine either.. i rang them yesterday and was again just told to wait and that its on its way... via mars maybe????
  They have already processed my refund as that is what they have been instructed to do... so if you still havent received yours then demand it!! Its really getting on my nerves now... said i would leave it till tomorrow then i will be again calling back.. i will also be wanting my phone calls paid for when i get my next bill.. Posted by liverbirdy, Eng
• Play.com – I ordered the game weeks in advance and got an email a week before release date saying I will defiantly get the game on the release date! Did I? NO and have I received it yet? NO
  Play.com also took payment from my credit card days before it was despatched which I thought was a bit naughty
  I have since emailed Play.com asking for answers and all I got back was an automated response
  I have had to go and buy the game again from somewhere else as has my mate who ordered his copy from Play.com 3 months ago and still hasn’t got it!!!
  Will I be buying from Play.com ever again? THE ANSWER AGAIN IS NO!!!!!!!!!!!!!!!!! Posted by Matt Magee, England
• Same here still nothing, sent them an email havnt even got a reply yet. went out sunday and actually found a copy, its sold out everywhere, i wouldnt waste my time ringing there customer service it wont get you anywhere just wasting ur money and dont think they will pay for it. i thought mine got taxed by the postman?? because they hire christmas staff and the majority are tea leafs but i doubt so many copys could get taken. Posted by T, UK
• personally speaking and i said this to the customer service guys. They have quite simply ran out of copies .. so nothing has been despatched at all... At the moment they are waiting for more copies to be shipped in then they will get despatched... I think to wait over a week for an item that should of been here a week ago is ridiculous. And your right there is no way so many copies could of got lost in the post... plain and simple we are waiting because they couldnt full fill there orders and didnt anticipate so many orders ... they ran out and we are the dicks sat waiting for ours!! Posted by Liverbirdy, Eng
• I've just given up, ordered from Amazon and will ask for a refund as they haven't bothered responsing to my 4 e-mails, they promised that they would get a supervisor to call me within 48 hours on Saturday (they didn't)
  
  Well done Play....I've been a customer of yours for about 6 years and spent thousands of pounds with you......and so have my family, friends and office. Now none of us will touch you with a barge pole and are spreading the word to their friends and families.
  
  You utter incompetent cretins. Posted by Steve, UK
• you should do what i did... i requested a manager.. they told me to wait 48 hours... i waited 24 hours then rang them back and told them i wasnt getting off the phone until they got me someone... they did... and i spoke to someone who processed my refund.. but still waiting for the game... i feel so sorry for my lad whos waited patiently for this game.. looks like i will have to go and buy him one as well from somewhere else!! Posted by Liverbirdy, Eng
• I just got hung up on TWICE again. After insisting that they get a manager, they say they cannot do so because they are in a meeting/on a call. I say that I will not be put on hold or call back despite the call centre person literally PLEADING with me to do so - pathetic. Then, the second person had the cheek to start saying "Oh oh no, theres a problem with my system, oh no, hello? helloooo? hello? hello?" then hung up on me. How ridiculous a farse does this need to become before they just simply refund me?!!??!?!
  I have requested a refund and she said that it will take 48 hours to send a report to the warehouse and find out the status of it.
  I literally cannot believe this f*cking sh*t. Posted by AngryDude, UK
• After ringing yet again.....I finally got my refund e-mail confirmation today.
  
  Play will never get another penny off of me as this insight into their customer services (or complete lack of) has put me off for life. Posted by Steve, UK
• iam on to them now... i told them that i was promised a call back from a manager 48 hours ago and was still waiting... so she went to get one who is already on a call so im on hold.
  i was promised last week that my refund would go through within 5 days and im still waiting... also told them i want the game as well and will refuse to wait 21 days before they send another one out... told them trading standards told me to allow 7-14 days then they will take over the case.. so told her she had better go and get me a manager... So she has.. i will also be asking why i havent received an email confirmation about my so called refund....
  
  The thing about 48 hours to send a report i think is total bollocks...because if its desp with royal mail then the warehouse wouldnt have a clue where it is because royal mail dont have tracking facilities!! So thats a fob off if ever i heard it!!
  Posted by Liverbirdy, Eng
• Finally got the game this morning 11 days late. Ironic really as i was about to go out and buy a copy this morning.
  Just wait for the refund now then i will be happy.
  
  But i will never use play.com again after all this... ! Posted by Liverbirdy, Eng
• Bought mine at tesco for 38 quid last week, I'm definitely not accepting delivery! Posted by AngryDude, UK
• SUCCESS!! I emailed customercare@play.com with a very snotty message, and have been refunded and compensated in the form of a £20 voucher. Obviously I'd prefer cash but c'est la vie. Below is my message, followed by their reply:
  
  Dear Useless Website,
  
  I realise you are inundated with emails similar to this - I know this, because I am and have been speaking to literally hundreds of other people in the same situation as me - so I will keep this brief.
  
  You have FAILED to deliver my order. If a refund does not appear in my bank account within 5 days, I will be taking legal action against your company, quite likely in the form of a Class Action suit.
  
  My order number is 1888xxxxx. Despite requesting management/supervisors at LEAST ten times with your useless call center, I am consistently hung up on and no action is taken. I know this, because the next time I call there is usually no record of my previous call. It is ridiculous and you are STEALING MONEY from people. At present, you owe me £44.99 for the game, at least £10 for the phone calls, and compensation for the fact that you have had my money in your account without delivering a product for over a week, thus I am charging you interest.
  
  You have picked the wrong person to ignore. Do not repeat this mistake, get it fixed.
  
  Yours very seriously,
  xxx Posted by AngryDude, UK
• Sorry, dunno what happened there. Their reply:
  
  Dear Mr X,
  
  Thank you for your email.
  
  I am extremely sorry to hear that you are not entirely satisfied with your recent experience of using Play.com, or with the efforts we have made to address your concerns. We genuinely strive to offer the best service we can to every customer, and I sincerely apologize if you feel we have fallen short on this occasion.
  
  It appears a communication error between the warehouse (who insist that your item was shipped on the date listed on your account) and the courier (who insist the order was never collected for delivery) resulted in us being unable to determine the whereabouts of your order. Logistics dictate that this may occasionally occur in a large mail order business due to the sheer volume of orders and the number of steps each one goes through prior to despatch, although I assure you it is highly uncommon, and I understand how frustrating this must be.
  
  I assure you that we do take feedback like this very seriously, and would like to thank you for taking the time to draw it to our attention. I appreciate the depth of your feelings, and promise that this is not indicative of our usual standards of service. We can only endeavour to use episodes such as this to try and underline our commitment to first class customer service, and to do our best to ensure that they do not happen in the future.
  
  I can confirm that i have refunded you £44.99 this should show in your account with in the next 3 days.
  
  Unfortunately we have failed to achieve our usual high standards of service, and as a result I appreciate you have experienced considerable dissatisfaction. Consequently I feel it is appropriate to offer you a £20 voucher as a good will gesture that can be used against any Play.com item (not PlayTrade). Please find your voucher code below:
  
  xxxxx
  
  Once again, please accept my sincere apologies for any inconvenience you may have been caused in this matter, and I hope this offer can go some way to restoring your faith in Play.com. Thank you for your understanding and valued custom.
  
  Kind Regards,
  
  Claire
  Customer Care Team Posted by AngryDude, UK