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Play more, live more. Newly established in 2020, Serial Gaming LTD is a UK-based online games retailer. Serving gamers of all ages, we provide digital games and top-ups for popular platforms, including Xbox, PlayStation, Nintendo, and PC.
20-22 Wenlock Road, N1 7GU, London, United Kingdom
Got the game I requested and while it took half an hour to be emailed there was no issues with the game code and the edition I asked for. Would recommend and i was sceptical with some of the reviews left previously but I can in my case at least say that that was nothing like the experience I received.
As others have stated, this seller makes mistakes and issues the wrong codes for games an then states the sale is final. They also asked for more money to complete the transaction (an extra £50 for a game sold to me for £9.99!). I am in the process of reporting them to Trading Standards.
As the supplier has replied stating that they never stated "ALL SALES ARE FINAL" I'd like to add in their own comment from the email stating that not only are sales final, but that they would supply it to me if I paid and extra £50. Surely if ALL SALES ARE FINAL as they clearly stated then they should provide the goods (which they DO state they can obtain) at the agreed final sales price.
Below are direct copies of the text from the email,
Thank you for contacting us, and we apologise for the mistake with your order. As stated in our refund policy, all sales are final for digital products, and we cannot offer refunds or exchanges.
We currently do not have Prey (2006) in stock, we are able to order it in but it would be for £59.99, the higher price for this product is due to it's rarity since being removed from Steam store. Although we do not offer refunds, as a gesture of good will, we will accept payment of the difference of £50.00, as you have already paid £9.99. Please note that once the code has been redeemed, we cannot accept it back, so you are welcome to keep the version you currently have.
If this option isn’t suitable, we’d be happy to offer you a discount code for future purchases as a goodwill gesture.
And
Regarding your concerns about pricing and the legal implications, we would like to clarify our position. The 2006 version is currently out of stock, and the price you saw previously was the last price it was listed at on our site. However, due to increased market demand and the rarity of the product, the price from our suppliers has risen, which dictates our end price, hence the higher price of £59.99. Therefore, we cannot offer the 2006 version for £9.99 or the £44.99, as it was priced the last time it was in stock.
***For those wishing to buy from these people - read section 5 of their below pricing disclaimer VERY CAREFULLY.
Reply from Serial Gaming
Dear Rob,
Thank you for your updated review. We take customer feedback seriously and want to clarify the situation with a timeline of events to address your concerns directly.
1. **Initial Order**: You ordered Prey 2017 and received the correct game, which you redeemed. Due to both products sharing the same name, we initially cited our refund policy, stating that sales are final for digital products. This policy applies to situations where a customer makes an error, not us.
2. **Mistake Acknowledged**: Upon realising the error in product details and acknowledging that the mistake was on our part, we promptly issued you a full refund. In our email to you, we stated:
> "We appreciate you sharing your concerns, and we would like to address each point clearly. First and foremost, we apologise for our error which led to you ordering the incorrect version of Prey... As a resolution to this error on our part, we have gone ahead and issued a full refund for the amount you paid for the newer version of the game."
3. **Out-of-Stock Clarification**: We informed you that the 2006 version of Prey was out of stock and stated:
"The 2006 version is currently out of stock, and the price you saw previously was the last price it was listed at on our site. However, due to increased market demand and the rarity of the product, the price from our suppliers has risen, which dictates our end price, hence the higher price of £59.99."
4. **Refund and Review**: You received a full refund for your purchase prior to writing your review. This is why we believe your review is misleading. After receiving the refund, you claimed that we stated "ALL SALES ARE FINAL" and implied we refused a refund, which is incorrect. In actuality, we acknowledged the error was on our part, and your full refund reflects our commitment to resolving this matter fairly. Additionally, you received the Prey 2017 game at no extra cost, making this situation even more confusing.
5. **Pricing Disclaimer**: We want to emphasise our pricing disclaimer, which is clearly stated in our terms and conditions:
- While we strive to ensure that all prices on our website are accurate, errors may occasionally occur. In the event of a pricing error, we reserve the right to cancel any orders placed at the incorrect price, even if payment has been received. If this happens, we will contact you as soon as possible to offer the choice of reconfirming the order at the correct price or receiving a full refund.
- Prices on the website are an invitation for customers to make an offer to purchase; no contract is formed until we confirm your order. If we identify a pricing error after confirmation, we will notify you and process a refund if needed.
- For digital products, once a product has been delivered and redeemed, no refunds or price corrections can be applied. In cases of obvious pricing errors (e.g., a substantial difference from the expected price), we may contact you to arrange additional payment or offer alternatives.
- Prices are subject to change without notice, and we are not obligated to honour incorrect prices.
This policy complies with the Consumer Rights Act 2015, ensuring fair treatment for all customers.
6. **Misrepresentation**: By stating that we refused to issue a refund or that the sale was final, you misrepresented our position. We did not knowingly charge you £9.99 for the 2006 version. You were provided the option to order the 2006 version, and we made every effort to be transparent about its availability and pricing.
7. **Pattern of Reviews**: We have also noticed a pattern of you leaving 1-star reviews for various reputable companies, which raises concerns about your intent. Continued misrepresentation of our business practices could lead to further action.
We appreciate your understanding in this matter.
Best regards,
The Serial Gaming Team
Good price for games! I was a bit worried when the key didnt come through straight away (as this is what im used to) but within 5 mins i got the email and it worked perfect on steam. much cheaper than buying direct and im sure i will purchase again! Thank you
Reply from Serial Gaming
Thank you so much for your wonderful review! We’re thrilled to hear that you found our prices to be great and that your key arrived promptly. We always strive to provide a smooth experience, and it's fantastic to know everything worked perfectly for you. Your support means a lot to us, and we can't wait to serve you again in the future. If you have any questions or need assistance, feel free to reach out. Happy gaming!
Best regards,
The Serial Gaming Team
Bought Sims 3 from this shop. I looked at the Trustpilot reviews and thought "alright, I'll give them a shot". It took them 10 days to send me my code, and when I tried to redeem it, it was for the wrong game (Command and Conquer) and had already been activated. Absolute scam.
I bought a game from them, it was the wrong one and they refunded it. Then, they sent me the correct game, a physical copy, through the post like a week later and even called to make sure it arrived and how to run it properly - FOR FREE! Like, what!? Above and beyond, ABSOLUTE LEGENDS!! <3
Reply from Serial Gaming
Hi Bard,
We sincerely apologise for the inconvenience you experienced. There were delays in fulfilling your order due to the item being out of stock and an older version was sent in error. We're truly sorry for any frustration caused. We instructed a refund shortly after the code was dispatched to you. You would have received an email to confirm this. Please know that we value your feedback, and we're actively working to prevent such issues in the future.
Best regards,
The Serial Gaming Team
Came across this absolute gem of a site after looking for a cheaper version of a game that’s been out for years. Got it cheaper than I could have imagined. The process was sooooo simple. Ordered it, within minutes I received a Steam code, downloaded it and had my game! I think I’ll be shopping here a lot!!! Highly recommend!
I purchased a game from this website and the customer service was excellent. I was very surprised when I was called straight away when I asked how long does the code take. The member of staff made sure I received the game and was very polite and helpful. I will definitely order again 5 ⭐️ service.
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