UK Retailer Cancels Customer’s PS4 Preorder Over Twitter Comments Then Apologises After Backlash Christian Williams 10/13/2013 PlayStation 4 UK retailer Shopto, winner of the MCV Specialist Retailer of the Year 2012, has apparently cancelled a customer’s PS4 preorder based on a Tweet he made to a friend. Carl posted his story on NeoGAF. 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 UPDATE Shopto has now issued an apology via it’s website. “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 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.” What is your opinion on the situation? Was this all a simple misunderstanding or was Shopto in the wrong regardless? Comment below and let us know what you think. Bright Bart Looking at the comments on N4G and NeoGAF I guess a lot of people have had problems with this company. Butthurt isn’t a valid excuse to cancel someone’s order so it will be interesting to see how the shop tries to justify this. zeal_assassin I wonder when they will ship that free PS4 though Jake W. Lol, I would hate to be the employee that is gonna be missing 400 dollars on his/her check. Robert_Tilton Free ps4 just for someone acting like a douche to you on twitter? Where do i sign up? extermin8or2 He got a free ps4 out of it…. wow well asda have cancelled my order for what appear sto be no apparent reason after qll the rushing around I did to get my bank to release the funds Ritsujun LOOOOOOOL Frdjck Dick move to cancel an account for rudeness on social media. They don’t know that the customer is always right? At least they correct there mistake by giving him a free ps4. The guy must be overjoyed. He will complain to his friend more often spideynut71 Shopto will probably ship his “free” PS4 about 1 month after launch, as a “f*ck you” to the whiny little douche. NachoKingP Who gives a rat’s ass? They’re giving the guy a free PS4, IMO they did the right thing. kreammer The ps4 is already crushed before launch. lulz Guest Excellent move. Let the hurt come to low IQ paupers that buy a $0N¥ PauperStation4. PatcherStation The consumer is the judge. How many are going to give Shopto the finger? Not many because then they’ll lose out on a PS4. If Shopto get away with this unpunished, they’ll do it again. GAME have pulled many a trick over the years and they still continue to this day. I hope Trading Standards step in and sort out Shopto. Vote with your feet or vote with your fingers. The likes of Simply Games and Shopto will never get my money. DamnSkippy Still free though IceKoldKilla Well he got a free PS4 out of this. Wish it happened to me Pingback: UK retailer cancels preorder over Twitter comments | JOU 3002-01 Russell Gorall Giving them your account code is probably the dumbest thing in all of this. Russell Gorall /racism Pingback: The Week in Gaming | BeMoreGeeky.com siege187 Just wondering if you got this sorted, Asda canned my paid for pre-order when I asked them to amend my order of Killzone mega bundle, AC4 and Watch_dogs, to remove the now delayed Watch_Dogs. extermin8or2 Funny you should ask its conplex but I found out why they cancelled it-because I put delivery address as my uni address… where I live not the same as billing address despite mebhaving contacted them to check this should be fine. So weeks on as far as I was concerned it was gone they’d they’dme a 20 pound voucher code tmas sorry for the inconvenience and a customer service person being quite rude to me at one point. Anyway id had all my money back including the 20 deposit but earlier I got a phone call from a manager saying he’s still trying to get mt order fixed and reinstated I tried to tell him not to bother as I’ve ordered the killzone bundle from scanuk for release delivery however I’ve pretty much lost my voice and he aounded indian I think and long story short I dont think he understood and is still trying to get my order reinstated and to this address…. I think I best check my account and ensure its empty just incase I end up with two ps4 or sonething and no money or overdraft for food for uni etc…. thaf would be… awkward although I guess of that happened I’d probably ebay obe for a high price but I’d rather not bother with the hassel. Never using Asda for preorders like that again… amazon or game or I guess shopto although atm they seem to think my billing address doesnt exist… clearly they dont want any money from me. siege187 There is hope for me then…. Possibly. Basically I had KillzoneMega Bundle paid for along with AC4 and Watch_dogs. When WD got delayed I asked them to amend the order taking out the two games. However they’ve just refunded me the whole order. VGscene Keep us posted on this. siege187 Thanks I will do. Whatever the outcome the customer service is shocking. When I first called I was told I should hear back from management that day, I called later and was told it’s actually 24hrs. Over 24hrs I called back, and was told it’s actually 48hrs, I then asked what the situation was with the ticket and was told it is sat at head office unassigned. This prompted me to email the CEO, and of course I haven’t received a reply nearly 24hrs later. siege187 So just an update. I spoke to someone a bit more senior. They told me it was cancelled due to it now being unavailable. To me this was BS but other than going thru a subject access request is hard to prove. They have offered me a £50 e-voucher and my complaint has been further escalated. More importantly I have been told I will get one for launch day, however I still have to jump thru some hoops as I need to re-order before the 11th of Nov. But in order to do so I need a code which 48hrs later hasn’t been issued to me. siege187 ASDA are supposedly really good at customer service, in monetary terms I can’t argue. They are very good at messing things up too. So I finally got a new pre-order code, it validated fine and I went thru the checkout process, only for the code to then show as invalid at the final stage. I requested another, and was given the same invalid one. Their cutoff date is the 11th. So its pretty much not happening now, all due to their fault. I’ve had a few tweets online saying I’m not the only one in the not being able to order boat. Just ludricrous really. Don’t they want my money?