ordered 500gb hard drive. phoned to ask why i had not received it and got a filipino sounding call centre who i could not understand very well saying to wait till 21 days had passed. ridiculous. i could go to australia and back quicker. this item is obviously not going to arrive, and have asked credit card to refund money. this company have to cease trading

I placed my order (Friends anniversary dvd box set £59.99) on the 26th September 2010 with play.com and my credit car was debited on this day. After a couple of days I tracked the parcel and it said the order was being processed. On Thursday 30th it said despatched on delivery van which I was happy with as I expected it to arrive either that day or at the latest on Friday 1st October. When it hadn't arrived by late Friday I rang customer services who told me the parcel had been lost by the courier. I explained I wanted to give it as a gift to my daughter to take to uni on Sunday 3rd, so the sympathetic woman from play suggested I go to the shops and try to buy the box set in the meantime she would cancel the order, send me a from by email and credit back my credit card.

I received the form which I signed and sent back to the free post address as requested and took her advice and found the set at HMV the following morning. As I have used this company many times I thought i had no reason to doubt their word and assumed they had credited my card. Tonight I thought I would ring them just to check only to discover they had not arranged a credit as my form must have got lost in the post! I reminded them they had promised me a credit as there was no dispute about me receiving the goods after all it had been them who had told me the parcel was lost by the courier. However, I was told until they receive the completed form they refuse to credit my card. This didn't make sense to me at all so I asked to speak to a manager. Eventually, I was put through to someone claiming to be a manager who also confirmed that although they knew I had not received the goods they would not give me a credit until they were in receipt of this stupid form (which simply confirms I have not received the goods!). I asked if I could email the form or fax it but was told that this was not possible and that they must receive it in the post. I really believe this company is using delaying tactics and is keeping my money in a fraudulent way. I intend to photocopy the form 20 times and post it to them under separate cover 20 times tomorrow - they can't say royal mail has lost so many letters can they? In the meantime I have also rung my credit card company and asked them to sort it out with them. I get the impression I am not the first to complain about this method with play.com. Anyone reading this I would like to recommend steering clear from this company or if you have to use them watch out if your parcel goes missing.

This is the second time this has happened to me, and has led me to think that Play.com is actually advertising false deals and blatantly scamming people. They had a 2 PS3 games for 25quids deal in December. I jumped on it as the list of titles included MGS4, and at 12.5o pounds it was a great deal. Second game was so-so but bought it just for MGS4. Play.com sent only the second item and cancelled the MGS4 order without even sending an email.

Two weeks ago, the same deal popped up with MGS4 again included. Ordered MGS4 and a lesser known game. Play.com sends only the second title and cancels the MGS4 order again. My belief is that they don't actually have MGS4 but are using its popularity to sell other games. Will never use them again, as they don't even send emails to warn of this and never once gave me the opportunity to have MGS4 replaced with another title.

I bought a pair of headphones through a playtrade seller called AUDIOINTIME (avoid like the plague), which broke after 3 months.
I emailed the seller, and they sent me an email saying to send the headphones back to the following address. I sent them back, and have heard nothing.
This was 9 months ago, and after 20 or so emails I decided to get Play.com involved.
After many emails and phone calls to them, some calls to people who barely speak english, I still have had no joy.
They are refusing to refund me, or replace the item, even though their own emails have been ignored by AUDIOINTIME, because they say they cannot prove that the seller has received my package.
Steer clear of Playtrade and Audiointime.
I will be going back to Amazon after this.

I ordered a game (Red Dead Redemption) from play's play trade section. It was a really good deal (too good), second hand and still sealed, for £31. I should have checked the feedback first cos 10 out of 10 people didn't receive their game and could not contact the seller. I followed Play's on screen instructions to contact the seller. No reply after 7 days. Following the instructions again i sent another message to both the seller and play. No reply from either. Finally i submitted a claim. They advised i wait 10 working days while they investigate, and then i would be contacted. I waited, and was not contacted several up to several days after the allotted time. I called and explained what had happened and was told a refund would be processed in 5 days. 5 days later, no refund. Called again, they had requested the refund from the seller who had not responded. Have now been told that my refund will be in my account by tuesday. If the money is refunded i will immediately close my account with Play and not deal with them again. I urge others to do the same. Their complaints and customer service is atrocious.
I ordered my game on the 28/05/10, i wrote this complaint on 22/07/10.