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So... Shopto (UK retailer) cancelled my PS4 preorder for complaining on twitter

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Carl

Member
Sep 6, 2007
24,282
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Lincolnshire, England, UK
Update: I got an official reply.

Hi Guys,

I've spoke to my boss and between us we have looked into the matter. Sorry about all of this :(

Earlier today there was a small misunderstanding with a customer which resulted in his account being cancelled by ourselves, for this we would like to apologise.

Basically, while we were talking to a customer via direct message on twitter regarding the pricing on our PlayStation 4 pre-order bundles, the same customer was also talking to a friend regarding our policy. It was at this point the customer swore while mentioning 'shopto' in regards to our decision, however as our staff were talking to this customer at the same time, when our social feed showed the abuse (for social purposes we use tweetdeck to allows us to see anytime the shopto name is mentioned on twitter), the staff took it as being directly made to ShopTo. Further investigation into this matter shows us that the customer was not actually pointing abuse at us, but just talking to his friend, so in this case we have to deeply apologise for being in the wrong.

As a way to make this up to the customer we have offered to restore his account and provide his PS4 pre-order free of charge.

We hope that you understand that we thought this abuse was being aimed at us directly. We cannot tolerate our staff being abused and have to take a stance on this, but since this customer did not aim abuse at us directly we must admit that on this occasion we were in the wrong with regards to the decision to cancel his account.

ShopTo.

Edited On 13 Oct, 2013
Cheers

Joe
Okay, so to start off, if this kind of thread isn't welcome then feel free to close.

However, it's gained a fair bit of twitter traction so i thought i'd post it here too in the hope that it may get me some help

So, it started when I learn that Amazon.co.uk had dropped the price of the PS4 Mega Bundle by £20 to £430. It was still £450 on Shopto so i tweeted them, curious as to whether they would be dropping it too. They privately messaged me saying that no, they wouldn't.

"Fair enough" i thought. Tweeted that they weren't dropping the price and said "I wish i'd ordered at Amazon instead". Which started a conversation with a friend on twitter, during which I said to the friend (and NOT to Shopto) that i would be switching my games to Amazon from Shopto "As a fuck you" - a little overdramatic and childish, but not abusive.

Que Shopto sending me another private message. The entirety of which is below



Here is a link to the tweet which caused it.

https://twitter.com/PooWithEyes/status/389382472623865857

TL;DR said "Fuck shopto" in a conversation with a friend on Twitter. Shopto cancelled my PS4 preorder because of it.
 

Qassim

Member
Jul 6, 2012
6,854
2
0
United Kingdom
qassim.uk
I like shopto's service, but their customer relations has proven multiple times in the past to be seemingly run by a 12 year old.

That odd episode on twitter a few months back was extra weird, this is just ridiculous.
 

jonno394

Member
May 28, 2010
10,069
2
705
I hope you've posted that Image on Twitter, that is a pathetic overreaction by their customer service team, well probably just one member of the team who is having a shit day.
 

Lily

Member
Nov 26, 2010
362
0
0
I remember back in 2006 I was getting personalised emails from the owner of shopto (Igor something) saying they were cancelling my PS3 order and they don't need my business. I'll try find the emails
 

Baleoce

Member
Jan 15, 2013
10,487
2
415
Hereford, UK
shop.to twitter account seems to be run by someone with a particularly short fuse and somewhat immature. not surprised.

please don't nuke my pre-order though
 

SirPenguin

Member
Oct 8, 2008
1,583
0
0
Absolutely absurd, and I doubt the guy that runs their Twitter account even had the authority to make that call
 

Vashetti

Banned
Oct 3, 2012
20,160
1
0
United Kingdom
Probably should have DM'd your friend the "fuck you", OP.

I'm not saying ShopTo are justified but you were kind of provoking.

I think both sides are guilty. Sorry you lost your PS4 pre-order.
 

Dan27

Member
Jun 14, 2010
11,062
36
740
Wow. That's a pile of shit.

But also, seems like they were trigger happy with that non-sensicle (in context) rule - I wonder if they're trying to cancel PS4 pre-orders due to oversubscribing.. But yeah, maybe one for trading standards to pick up on :)


Edit: just to be clear here - Shop.to cancelled a pre-order because of a conversation that didnt involve them - I do not believe they were in their power to do that.
 

Hachimaki

Member
Jan 12, 2007
680
0
0
Terrible customer service. Sucks your order was cancelled and the retailer were out of order by doing that.
 

Into

Member
Aug 20, 2012
8,460
1
0
I doubt that is company policy, sounds like the person got annoyed with your (admittedly) childish remarks.

But childish remarks aside, that still does not excuse their behavior.
 

Seanspeed

Banned
Sep 10, 2009
29,419
0
0
That's pretty unacceptable customer service for a company. They're acting like a freakin forum moderator or something. Unbelievable. It is not their job to judge their customer's behaviour.
 

nib95

Banned
Feb 26, 2007
34,619
2
0
Pretty ridiculous. I got fucked over by Pink Planet Games Exchange a few days back when they changed my £350 pre order at the store and said I'd either have to pay £385 for the console, or buy the Killzone bundle for £405. Fuck them three ways from Sunday. I did it anyway because I need an extra console at launch for my little brother in law, but shady fuckers they are.

So far, SimplyGames, Pink Planet and ShopTop appear to be the one's to stay away from in future when it comes to launches.


On a side note, my Amazon email had the mega bundle at £449. How did you get it for £430?
 

Wickerbasket

Member
Jul 16, 2009
5,465
0
0
Scotland
I don't really understand what's going on here.

Why are they reading your tweets to other people anyway? You weren't even communicating with them, correct?

I would have been banned from PSN and Live years ago if they closed accounts for bitching about service online.

It's ridiculous.
 

Storm360

Member
Jan 29, 2013
3,757
1
435
www.twitter.com
Pretty ridiculous. I got fucked over by Pink Planet Games Exchange a few days back when they changed my £350 pre order at the store and said I'd either have to pay £385 for the console, or buy the Killzone bundle for £405. Fuck them three ways from Sunday.

I did it anyway because I need an extra console at launch for my little brother in law, but shady fuckers they are.

So far, SimplyGames, Planet Games and ShopTop appear to be the one's to stay away from in future.

On a side note, my Amazon email had the mega bundle at £449. How did you get it for £430?
Amazon dropped the pricing on all the bundles on Saturday
 

Dan27

Member
Jun 14, 2010
11,062
36
740
OP - just had a thought.

Approach MCV. ShopTo's bio claims that they're "MCV Specialist Retailer of the Year 2012"

Decision time for 2013 is upcoming. Complain to both MCV and Shopto. Get them to back down.
 

labaronx

Member
May 15, 2013
1,863
0
0
call their corporate offices.... and demand retribution or your going to the press.... this seems anti consumer
 
I'll just say that both parties involved acted childishly.
Reminder:

@ replies are public.

Maybe keep it to DM in future.
Probably should have DM'd your friend the "fuck you", OP.

I'm not saying ShopTo are justified but you were kind of provoking.

I think both sides are guilty. Sorry you lost your PS4 pre-order.
It doesn't matter what he did because now he has a thread packed with people agreeing with him on a major gaming forum full of potential shopto customers.

That's way more damaging than his tweet for shopto.

If a gaming site picks this up it's even worse.
 

SirPenguin

Member
Oct 8, 2008
1,583
0
0
Probably should have DM'd your friend the "fuck you", OP.

I'm not saying ShopTo are justified but you were kind of provoking.

I think both sides are guilty. Sorry you lost your PS4 pre-order.
Provoking? What? That's not how Twitter works. This is like walking down the street, complaining about a store to a friend, and some employee happens to overhear you and retaliates

Actually, you have to go out of your way to view @messages not directed at you, so it's more like the employee was trailing them. What a weird thing
 

Enco

Member
Dec 27, 2009
15,791
0
0
Sure your chat with your friend was a bit over the top but so what?

This is NOT how a professional business deals with things.

Imagine if your bank closed your account because you complained about them....

Bullshit.
 

Vizzeh

Banned
Jun 17, 2013
2,504
0
0
35
Lisburn - UK
wow thats crazy, this thread highlights 2 things.

1) The ignorance of and childishness of their response and the internet will not do their PR any favours when the mass reads this thread.

2) Amazon UK are a joke if they are not paying UK tax, I think their based in dublin to dodge the tax, its sucking out retailer cash and flushing it out of the country.

What is your opinion on this, do you want your Pre-order maintained? Kinda wish Game and ShopTo would match costs.
 
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