VGP Video Games Plus Avis 61

I do not understand this company. Spending so much money for YouTube influencers and yet they fail at quality control & customer service.

I bought 5 games totally $276. The box arrived intact, and did not look tampered with and yet one game inside had a slit down the side, a completely shattered case in a way I have never seen a PlayStation case shatter and the game when looking at the side you could even see the disc was inserted in between papers. Their resolution: 1. $5 credit. Very very slow responses. 2. Finally they tell you that you can go to their store to swap when you are located nowhere near them and have a disability. Experience: I am not looking for a free item. I want to return the game. I collect psvr2 games and just want what I ordered. They carry limited run & indie games and I did not want to burn the connection with a claim to credit card. I just want them to be a normal company and fix what is clearly their error with a perfect shipping box. It almost seems like their special collections they have printed are not in standard PS5 cases. Brittle plastic cases like the cheap replacements in amazon.

I get there are shady customers in the world, but the one game was the cheapest in the stack and when you are an honest customer getting screwed over, it leaves a very bad taste. I cannot ever support this business and will be using PNP for game sales or pay extra from the states and not have to be subjected to to a company that is either so jaded they treat honest customers like scammers and miss their own mistakes. Or worse, they are off loading damaged inventory to make courier claims. Or at the least their are careless and mixing in inventory that is not new accidentally and even in this example it is incompetent. Luckily this is my first visa claim despite having this card for over 15 years and it wasn’t a problem, but they burned an honest customer. Offering me $5. They intentionally create all these friction points and drag the experience on for as long as possible. I am so disappointed because when I discovered them I thought it was a score, but it’s better to pay a little extra and support my local store. This was not worth the savings.

The customer service was terrible! My order looked delivered, but I did not receive it. I contacted them to request a refund or to send another one. The issue wasn't addressed, and I feel like I have been dealing with a child who kept insisting my order was delivered, but ignored my message.

Never again... Better to spend your money on another reliable and legit online video game store.

I received a damaged game out of the three games I ordered, only one was damaged. The shipping box was in perfect condition so I didn't think to take a photo since it obviously wasn't damaged during transit. Their customer support is so abysmal. I have dealt with poor customer service before, but I have never dealt with an entire customer service department that literally couldn't care less about helping me with my damaged game.

Their policy states that every item has a 30 day warranty, but all the customer service representative could car about is that I waited a week to message them about the game. People get busy and aren't always able to immediately get around to reaching out to a representative regarding their hobby. The representatives just blamed me for not getting to them sooner and for not taking a photo of the box that the game shipped in.

I have purchased A LOT of games from VGP in the past and it's been fine, but if you have to deal with their customer support they are the absolute worst. I will be buying from PNP games instead from now on.

In December 2025, I ordered five games for $165, which I never received. I contacted customer service, which was simply baffling. I wrote at least three times over almost two months, and they kept telling me they would get back to me soon. I decided to open a dispute with PayPal because they were blatantly ignoring me, and the deadline for PayPal to intervene was approaching. PayPal ruled in my favor and refunded $158. I will never buy from them again; for me, it's crucial to offer good service not only during the purchase process but also afterward.

Pre-ordered a game, along with some others that were in the sale. I ordered from this company strictly because they were providing physical pre-order bonuses. So I wait for release date. I ordered from the UK, so to my surprise and frustration when my order arrives and its *not my order* It's a bunch of kids games, on a console I do not play, and the value was significantly less.

So I email, they say take photos of everything, and I do. wait some more. They say I have to return the games. They cannot provide a returns label. I have to fork out the cost of shipping internationally but say they will reimburse me. I send it, so now I am £140 deep (£25 of that shipping the return). I say just refund my entire order, I am not waiting for you to send out another. I am done with it atp.

They PARTIALLY refund me, not fully reimbursing the cost of returning at all, and for some reason they 'can no longer refund through their site' and have decided to do it through paypal goods and services, which I had to pay a fee for. So I am out of pocket by £12.50, have no games. They said they had 'left it with their manager' but I have not had a response in 2 weeks.

It is ridiculous a company does this to their customers for a fault of their own. Well I won't be ordering again, lesson learned.

EDIT: 20 days later, they refunded me the previous goods and services fee, through friends and family, which they should have done the FIRST time but I am STILL out of pocket. I'm so over it I don't even care about the remaining £5 odd that's left. I can only explain it so many times. I cannot make it any simpler or break down my costs vs what you've sent me back any more.

Scammers.

Pre-ordered Shinobi on ps5 way back in March. At release in October they announced they couldn't get any copies (because their daddies at Limited Run told them not to get any if you believe Reddit). Asked people to cancel their orders to be refunded.

I cancelled, they confirmed the cancellation. Even replied outside the office hours. That was early October and after chasing it with some emails (that they ignored) it's now Nov 29th and still no refund.

They only offer store credit when something goes wrong. So if you cancel an order, and don't want to go through their store anymore, they still give you credit which you feel forced to spend.

They should at least offer refunds if you cancel a pre order.

The reason i'm angry is because since the canada post strike they switched to ups and for some reason, they started to drop packages outside for anyone to take. I was lucky to not get anything stolen but given how they handle things, they'd probably just ghost you instead of fixing the issue.

I suggest you stay away from VGP until they take customer service more seriously

This is a terrible company that hides behind store policies they create themselves to avoid accountability but don't list. Buy from anywhere else.

horrible experience. never received my item and i have now been dealing w this trash company for nearly 2 months now in terms of a refund as i spent over $100. would not recommend, their employees are as slow as anything. not sure why they cant just issue a refund

I appreciate all the comments I’ve seen here but in my time using VGP (granted that’s only been 5-6 months) I have never had a single issue and I have now placed probably around 50 or more orders with them. Today I asked if they could remove an item from an order that was holding up another 6-7 games from shipping as it’s pre-order date kept slipping and they offered to remove that item and send me a gift card for the full value of the removed item, so I could pre-order it separately (or use as I wish) and thus my bigger order could ship now - I mean I can’t really ask for more can I?

I was aware of the T’s and C’s around store credit rather than a refund and I accepted them when I placed my order - VGP have honoured their end of the bargain and their responses were within minutes/hours which is really impressive given I’m over in the UK and our time differences likely mean that they are getting my emails very early in the morning or night before and thus responding very quickly given it’s less than 24 hrs later and I have responded to their initial response and all is already sorted! Thanks Maya and Jessica, and thanks VGP for all your help with my orders and making sure everything arrives safe and secure every single time so far.

On my second order with them I purchase several games for black Friday. I got my delivery late (which was understandable as there was a post Canada strike going on at the time). The games arrived on december 24th, while I was with my in-laws for Christmas. The packages were left on my front door which is directly on a busy street (I never gave my consent for this). Obviously the packages got stolen by the time I was able to come back.

I message them and they told me they "would investigate the issue and get back to me". No answers, I send several email throughout the months requesting an Update and got pretty much the same message every time.

While they offer decent prices, I am extrimely disapointed by their custommer service

Stay away from this shitty place also the people that work in there are really rude disrespectful and scammers. They waste your time give you run arounds reseal games that are supposed to be sealed brand new horrible store run as far as you can from this place

They are terrible , they will lie to customers, their customer service is dishonest, they ship damaged items and then use all kinds of excuses to avoid any help, don't buy any games from here, they ship damaged games and will not give you any compensation!

Absolute garbage customer service... Preordered a game that has now been postponed indefinitely .. won't refund... What a joke... Don't trust them they're shady

They sent me a resealed game. DO NOT BUY FROM HERE. They don't accept. THEY SEND a resealed item. I asked them for a refund, BUT THERE IS NO response

I canceled a pre-order and although the policy was clear they were extremely helpful and fast with the procedures(customer service,Jessica).Thank you again.

Another two orders with Switch games just came! Everything's perfect, I love this shop and best regards to everyone who works there.

I was scared at first seeing all thos negative reviews but i had already buy it, and i receive my package 5 days later in a great package and a vgp sticker in bonus, perfect condition of the box and my game

DO NOT BUY FROM HERE FOR YOUR OWN GOOD. Ordered two sealed copies of It takes two, I receive them and they are both clearly resealed. I email them about it and they say it's not their problem because it was the manufacturer. They don't even know if what they are sending you is authentic, and they are not open to insuring the customers satisfaction and security. Now I am left with paying for two games at sealed price and have been refused a return or refund.