Hi, hoping someone can help. I ordered a VR headset from Game for home delivery. They use Yodel so a few days later I received the usual notification that someone was on route. I apparently missed the delivery (and the next 2) even though I was home. I didn't receive a card through the letter box on any occasion but just email notification. After the 3rd attempt I went to collect the parcel at the depot.

When I arrived home and opened the box, it was a cheese set! Totally random and obviously not from Game. Because I had my poorly baby with me, I didn't really look over the box but now I see it looks like someone could have taken the label off the original package and stuck it in this (there is a lot of brown tape!)

I'm not sure what to do now, the headset was really expensive for me and is a Xmas gift for my autistic son. Think I will take the parcel into my closest Game store but I'm not sure what my rights are, will they say it is my fault for not checking when I collected from Yodel.

Thank you in advance

Have you kept the packaging? I think you need to make sure that you take photographs of everything.

I'm afraid I think you're going to have a difficult time of it but I expect that you can probably win eventually but it is going to take a lot of persistence.

The problem will be that their first position will be to doubt what you say and to refuse to give you any refunds. Do you think that the box that you received was the box which originally contained the headset? Or is the box totally different as well? In other words, did somebody simply switch the labels or do you think that they took the headset out and put the cheese grater in?

When did this happen?

Morning, yes, I have kept everything. I think the labels have been switched as the cheese set fits perfectly in the current brown box and now I look at it, I think the headset will be bigger. I placed the order on the 30th Nov and collected it yesterday so all within the last week.

I think you are right but I will go in today and try.

Thank you so much for your response

Don't forget the photos that BF suggested.

HB

Thank you, lots of photos have been taken now. I contacted Game and they are going to take it up with Yodel. Fingers crossed!

Well I think in parallel you should write to them and tell them that you want a refund as the item has not been delivered.

I think it is important to lay out a paper trail. At the end of the day, the responsibility of Game is to you. You have no contractual relationship with yodel and any problems with Yodel are nothing to do with you.

What is the value of this item?

£180 so a lot for us. I will do that thank you

Send the letter and wait for seven days. If you get a reply – or if you don't get a reply, come back here.

how did you pay for the item?

dx

Using my debit card through the Game website

you could always threaten to do a chargeback via your bank then.

I haven't heard of chargeback, just googled it, thank you!

sorry we've just had an upgrade and some of the autolinks are not functioning

we have a guide too

https://www.consumeractiongroup.co.uk/forum/showthread.php?473624-Section-75-and-Charge-Back-gt-Whats-the-difference-and-how-to-utilise-them

Any update on this?