Had an issue with EB Games? Get a real response.
EB Games is an Australian games and pop culture retailer, offering new and pre-owned video games, merchandise, plus repair and trade-in services.
Submitting a complaint is generally straightforward and can be done a variety of ways, including in-store, over the phone, in an email, and via an online form on EB Games Australia's website, though calling or in-person are typically considered the quickest options. When making a complaint, provide as many details as possible, including your receipt, photos or evidence of the issue, and your reference number for complaint follow-ups.
The timeframe for EB Games to resolve a complaint varies and often depends on which support method was used. In-store issues can often be resolved on the spot, while complaints that require follow-up can take 1-2 days or longer.
The most common EB Games complaints typically involve order delays and lengthy waits for responses from online support. Warranty and faulty product disputes also commonly arise, with some EB Games staff mistakenly directing customers to the manufacturer for fixes, or flat out denying returns that should be eligible.
If you're unhappy with EB Games' initial response, you have the option to escalate your complaint to a manager or to file a complaint with your state's Fair Trading agency or the ACCC.
How to submit a complaint with EB Games
You can lodge an EB Games complaint through several channels:
- Online Form: Use the EB Games Support Request Form and choose the correct category (Order Enquiry, Return/Refund, Feedback, etc.). Include order numbers, store location, and dates.
- Phone Hotline: Call 13 39 30 (Mon–Fri 8am–6pm AEST) for urgent issues like billing errors or missing orders. Speaking to an agent can speed up the process.
- Email: Send detailed complaints with attachments (photos, receipts) to customer.service@ebgames.com.au.
- In-store: For store-related issues, speak to staff or the store manager. Simple issues (like returns and exchanges) can often be resolved immediately.
- Social Media: EB Games’ Facebook and Twitter are primarily for promotions, but you can send a private message as a last resort. However, avoid posting personal details publicly.
After receiving your complaint, EB Games assigns it to a support agent or case manager. You’ll usually receive:
- Initial acknowledgment: A confirmation email or call, sometimes with a case reference number.
- Follow-up: Requests for any extra details (e.g., photos for faulty products).
- Resolution: Options may include refunds, replacements, repairs, return labels, or compensation vouchers.
Timeframes for these steps vary. Simple matters can be resolved within 1–2 business days, while complex cases (e.g., staff conduct investigations) may take longer. If you aren't receiving any updates, follow up with EB Games via phone and reference your case number.
Common complaints against EB Games
- Delayed or no response: Slow email replies, especially for online returns.
- Refund/return disputes: Denials for faulty goods, confusion over the change-of-mind return policy.
- Warranty handling errors: Staff incorrectly directing customers to manufacturers for repairs without offering in-store remedies.
- Pre-order & stock issues: Items not available on release day despite pre-order. Oversold limited editions cancelled after payment.
- Pricing & membership concerns: Concerns over high prices or misleading promotion terms for EB World/EB Plus.
- Staff conduct complaints: Reports of unhelpful or rude staff.
- Trade-in/used product issues: Low trade-in values or poor pre-owned product condition.
EB Games complaints submitted through Ajust
I bought an EB Games gift card months ago and was excited to use it, but the credit never appeared. I kept checking and waiting, but nothing changed, and it turned into a really frustrating experience. I just wanted the card to work the way it should so I could finally use it. - Gareth
I preordered the Nintendo Switch 2 so I could enjoy it on release day, but EB Games delivered it a week late with barely any communication. It really took the excitement out of something I’d been looking forward to for months, and I felt completely left in the dark the whole time. - Ben
I purchased Just Dance 2024 but couldn’t play it because I couldn’t access the required Ubisoft account. Every reset attempt went nowhere, leaving me with a game I couldn’t even use. It was disappointing to spend money on something that ended up being unplayable without proper support. - Jacob
I tried to exchange a t-shirt at EB Games with the only receipt I’d been given, but the store refused to accept it. The item was unworn with tags still on, yet I couldn’t get help or clear guidance. It felt unreasonable and left me stuck with something I couldn’t use. - Karen
How other consumers EB Games complaints got resolved
A faulty product warranty dispute was resolved after the customer cited Australian Consumer Law. EB Games agreed to cover repair costs.
Following an online order delay, the customer phoned EB's hotline. Their order shipped next day, plus they received a 30% discount voucher as a sign of goodwill.
- Ask for a supervisor: Request escalation to a team leader or manager.
- Contact head office: Write to EB Games corporate (Electronics Boutique Australia Pty Ltd, Eagle Farm, QLD) with all details.
- Social media escalation: Post a polite, message on EB Games’ Facebook or Twitter. Avoid including any personal details.
- External bodies: If still unresolved, file a complaint with your state’s Fair Trading agency or report to the ACCC.
- Small claims tribunal: For significant unresolved monetary disputes, lodge a claim in your state’s tribunal.
- Australian Consumer Law: Guarantees refunds, replacements, or repairs for faulty goods.
- ACCC: Report systemic breaches - accc.gov.au | 1300 302 502.
- State Fair Trading Agencies:
- NSW Fair Trading – 13 32 20
- VIC Consumer Affairs – 1300 55 81 81
- QLD Office of Fair Trading – 13 74 68
- NSW Fair Trading – 13 32 20
- No retail ombudsman: Use state consumer agencies for dispute mediation.
- Small claims options: e.g., NSW Civil and Administrative Tribunal (NCAT) for disputes under monetary limits.
- Complaint Form: EB Games Support Request
- Email: customer.service@ebgames.com.au
- Phone: 13 39 30 (Mon–Fri 8am–6pm AEST, Sat 8am–5pm)
- Help Centre: support.ebgames.com.au
- Returns & Warranty Policy: EB Games Returns
- Store Finder: Find a store
EB Games Complaints FAQs
How long does an EB Games complaint usually take to resolve?
Most EB Games complaints are resolved within a few business days, though complex issues may take longer. Simple returns or missing order fixes move fastest, especially when you provide receipts and photos upfront. If your case stalls, calling with your case number often speeds things up because it puts you straight in front of a support agent who can update or escalate your file.
What’s the fastest way to get EB Games to respond to a complaint?
Calling the EB Games hotline is usually the quickest way to get a new update or incite action. Phone support cuts through email queues and allows agents to confirm details immediately. If you’ve already lodged a form or sent an email, calling with your case number can accelerate your resolution and prevent your complaint from getting stuck in a backlog.
What should I include in an EB Games complaint to avoid delays?
Include your order number, store location, dates, a clear description of the problem, and photos or receipts. This helps EB Games verify your claim without asking for extra details later. A complete first message reduces back-and-forth, shortens resolution time, and gives support agents everything needed to assess refunds, replacements, or repair options.
When should I escalate an EB Games complaint beyond customer service?
You should escalate when EB Games stops responding or denies a reasonable request under Australian Consumer Law. If follow-ups go nowhere, ask for a supervisor, then contact your state Fair Trading agency for help. Escalation is most useful when faulty goods, warranty issues, or unmet refund rights remain unresolved after multiple attempts.
You’ve done your part, now it’s time to hold EB Games accountable.
Take the final step and submit a complaint that gets seen and responded to.