Had an issue with EB Games? Get a real response.
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 for faster resolution.
- 📞 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 urgent cases.
- 📧 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 (returns, exchanges) can often be resolved immediately.
- 💬 Social Media (Optional): EB Games’ Facebook and Twitter are primarily for promotions, but you can send a private message. Avoid posting personal details publicly.
EB Games assigns your complaint to a support agent or case manager. You’ll usually receive:
- Acknowledgment: Confirmation email or call, sometimes with a case reference number.
- Follow-up: Requests for extra details (e.g., photos for faulty products).
- Resolution: Options may include refunds, replacements, repairs, return labels, or compensation vouchers.
Timeframes vary. Simple matters can be resolved within 1–2 business days, while complex cases (e.g., staff conduct investigations) may take longer. If updates stall, follow up with your case number via phone.
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 policy for change-of-mind returns.
- 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: Perceptions of high prices or misleading promotion terms for EB World/EB Plus.
- Staff conduct complaints: Reports of unhelpful or rude staff. In rare cases, poor judgement in trade-in transactions.
- Trade-in/used product issues: Low trade-in values or poor pre-owned product condition.
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
Faulty product warranty dispute: Resolved after customer cited Australian Consumer Law. EB Games covered repair costs.
Fallout 76 refunds: ACCC intervention led to full refunds for affected customers.
Online order delay: The customer phoned EB's hotline, their order shipped next day, plus 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, factual message on EB Games’ Facebook or Twitter to prompt faster attention.
- External bodies: If 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 fresh update or 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.