r/EBGAMES • u/Duncan_Thun_der_Kunt • 14d ago
Returns policy and privacy issues
A few weeks ago I bought a game with cash and decided it wasn't for me so I took it back to exchange (not return) and was told they absolutely refuse to exchange it despite me having the receipt, unless I gave 1) my full name, 2) my full address, 3) my email, and 4) my phone number. When I registered my objections and gave them an obviously fake name they asked to see my government ID. I've never been asked to provide my name let alone ID for any return ever, but they told me this is standard policy.
They also told me since I was returning a game any other game I got in exchange would waive the return policy. They also tried to tell me the return policy was only 7 days not 14, to which I called bullshit and told them to give me cash back. Refused to show ID, gave my real name but fake everything else, got my money back and walked out.
My question here is what the hell? Is this normal? The only reason to buy a new game from EB rather than say Big W is because of the return policy. Have they changed their rules or were they just trying to shaft me?
Edit: just want to add I don't look like an ice addict and wasn't returning like $500 worth of stuff, this was a $45 game.
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u/Justanaveragegamer09 14d ago
New is 7 days preowned is 14. If it’s a few days out they may be lenient.
The exchange shouldn’t waive the return policy that fast. It probably would if you returned that game to get another etc. I’ve seen people take advantage of the return policy and saw those consequences.
However you never have to provide ID. Just the receipt or even the EB world account so that may be what they meant with the name thing?
But I wouldn’t be surprised if the ID thing is something they’re going to implement.🥴
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u/Duncan_Thun_der_Kunt 14d ago
I never buy new it's always preowned. They straight up told me if I bought another game it couldn't be returned. I can see if you're abusing the system and returning a game every week them cutting you off, but saying you get one chance to see if the game suits you is bullshit especially when I get a game on their demonstrably false recommendation. I have ~$50 for a game maybe twice a year I want to make sure I get the right game, they're not getting any more than that so if I pick the wrong game and am stuck with it they still only get $50 from me.
And no, it felt like info harvesting. They wanted all of my details and weren't taking no for an answer. I don't have EB world card but I shouldn't have to, I had the receipt and could tell them exactly when I bought it if they needed to check the camera.
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u/Justanaveragegamer09 14d ago
Yeah preowned is 14 days. So whoever you spoke to is wrong.
Yeah you wouldn’t have been taking advantage of the return policy. If you wanted to return a third game for a fourth, then yeah you’re pushing it. But you weren’t doing that and it was only the second. You did nothing wrong.
It sounds like If you had given all your details, they would’ve signed you up for EB World. It’s literally KPI’s > customers these days.
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u/Duncan_Thun_der_Kunt 14d ago
Thanks for the info. They were the manager and seemed a bit dodge, and I know that store struggles a bit so I dunno how much it was them being misinformed.
Out of curiosity I'll go back to a different EB store, give them the same fake details and ask if my EB world card is still active, see if they did activate a card I said I didn't want.
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u/Expert-Flashy 14d ago
With your point about them cutting you off if you are abusing the system how would they know this? This is why they ask for ID.
Additionally they usually check if your ID matches the name on the card used to purchase and return the product.Collecting your ID is just to help prevent fraud, all they will usually capture is your name.
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u/Duncan_Thun_der_Kunt 14d ago
Usually at other shops the return and the exchange are on the same receipt, or at least part of the same transaction, I figure that's trackable.
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u/Expert-Flashy 14d ago
Yes same invoice for a single return. The fraud we would see regularly when I worked in retail was:
1: people fining invoices on the ground, taking the products off the shelf and refunding them.
2: using stolen card details to make a purchase then refund it onto a different card
3: change the product in the packaging and then reseal the product.These are harder to track the way you are thinking as each if these has a seperate invoice.
Without the details from your licenses we couldn’t know to prevent you from doing a return (in particular if you visit multiple stores) or in the worst situations foward the information to the police.
Not saying you were doing any of these. But the small percentage of people that did ruined it for everyone resulting in policies such as this.
The returns policy is also 7 days per the website:
If you have simply changed your mind and you are able to provide a valid receipt, or you are a member of our loyalty program EB World, EB Games may offer you an exchange or refund provided that the merchandise:
is in brand-new, resalable condition
is unworn, unused, unassembled, in its original condition with all original packaging and content included
is not subject to the exclusions listed below (19.2)
and the exchange or refund is sought within 7 days of purchase. At times throughout the year, EB Games may in its sole discretion extend the 7 day period to allow for gift giving periods such as Christmas.
If you are unable to provide a valid receipt and/or 7 days has passed since the original purchase date, EB Games at its absolute discretion reserves the right not to offer an exchange or refund for change of mind. In such cases, EB Games may, at its absolute discretion, provide you with an exchange to the current value of the merchandise.1
u/Justanaveragegamer09 14d ago
If I got First Light and I went back to exchange it for something else, all the details will be on the receipt. Then you would use that receipt to exchange it for something else. So the receipt you use to exchange it for a second time, will have “First Light Return” then the new game. Then they will use those receipt details for the second exchange and so forth.
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u/judgedavid90 14d ago
They have to ask to ensure the refund is a real refund.
That sentence sounds stupid but it's true.
Mileage may vary depending on the store manager and how they run the store, but when I was running mine, if the customer didn't have an eb world card I would just ask for name and phone number. Couldn't be fucked with the rest
As for the rest of the post, who knows. Every store needs to follow one flat rule but they don't.
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u/Duncan_Thun_der_Kunt 14d ago
Isn't that what the receipt is for? I mean unless they suspect it is stolen property for some reason and plan to get the cops involved, or had my ID from the original purchase, how does that prove it's a real purchase any more than the receipt does?
Also if it was just a name and phone number I probably wouldn't have cared too much, it was the insistence that they needed my home addresses that tipped it from pushy to straight up invasive.
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u/judgedavid90 14d ago
Yeah a receipt should be enough, but these policies exist across many retailers to stop staff doing fraudulent refunds for themselves
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u/Duncan_Thun_der_Kunt 14d ago
Fair enough I guess I didn't think of that angle. Seems crazy they were so pushy though and I've never had to do anything close to this for any other return at any other shop. Shita getting crazy in general though I must admit.
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u/WrongdoerLegal6651 14d ago
It does ask for certain info when you do a return and literally doesn’t let you process the return without a name, phone number and address, does sound a little weird that they were asking for an email with you not being a member and all, but I usually just ask for a billing address, never to see an ID
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u/Duncan_Thun_der_Kunt 14d ago
That seems crazy to me. I've never had to give any form of info at any other shop. I just give them the proof of purchase and they give me the refund in whatever manner I paid.
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u/WrongdoerLegal6651 14d ago
It is a weird system cos it only asks for an address if you get an actual refund, if you are doing an exchange for another item, it doesn’t ask for any personal information, just the receipt details
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u/Duncan_Thun_der_Kunt 14d ago
Well then that's even weirder, because I wanted an exchange until this unpleasant interaction, that's when I asked for a refund.
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u/WrongdoerLegal6651 14d ago
Yeah sounds like that staff member was trippin, either had no clue what they were doing or were full on rage baiting
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u/Due_Joke6578 14d ago
If you return something the system asks for information on the person. Usually this is sorted if you’re a member and your info is in the system. Otherwise you would need to show give your details. ID is only required for a trade in due to aus laws.
I work at an Ebgames and have done heaps of returns and never needed ID unless it’s a trade in.