The Vanishing Points: A Controversy Surrounding Videojuegos GAME’s Loyalty Program
Points Evaporate Abruptly
On April 1, 2024, customers of the renowned video game retail chain Videojuegos GAME awoke to a disconcerting discovery: their accumulated loyalty points had vanished. This sudden loss sparked outrage among users, with many losing hundreds or even thousands of euros’ worth of potential savings.
Discrepancy in Communication
The confusion stemmed from the company’s loyalty program, which offered customers 10 points for every euro spent. While the contract stated that points expire within one year, this rule had not been consistently enforced. Moreover, conflicting information on the company’s website and social media channels suggested that points did not expire. This discrepancy led many customers to believe their points were safe.
Company Defends Legal Loophole
In response to the backlash, GAME defended its actions, citing the legal validity of the contract. However, the company acknowledged that the clause had not been previously enforced and that the communication surrounding it had been inadequate. Despite recognizing the need for clearer communication, GAME emphasized that the contract’s terms prevail over any other communication.
Point Reduction and Customer Outrage
Further fueling the controversy, GAME announced a reduction in points earned for purchases starting April 18. Under the new system, customers would receive only 6 points per euro spent, compared to the previous 10 points.
Customer Response and Legal Action
The move sparked further anger among customers, who accused GAME of attacking its most loyal patrons. Many have filed complaints through the company’s feedback channels, while others have reached out to consumer protection organizations such as the OCU (Organization of Consumers and Users).
Lessons Learned and Potential Fallout
The controversy surrounding Videojuegos GAME’s point expiration and reduction has highlighted the importance of clear and consistent communication between businesses and their customers. It also demonstrates the potential consequences of neglecting customer loyalty, particularly in the face of confusing or misleading policies.
As the situation continues to unfold, it remains to be seen how GAME will address the concerns of its customers and whether the company will face further legal action.
Mehek