The famous Videojuegos GAME store chain is on everyone’s lips this week. But what’s happening? Why has it been trending for several days and is currently in the spotlight? We’ll tell you everything that has happened with their points system, the upcoming changes, and the reactions of users on social media.
What are Videojuegos Game Points?
Before getting into the subject, it is necessary to explain what the GAME chain’s points program consists of. Like many businesses, these famous stores have a loyalty program for their customers. Once someone becomes a member of the store, they earn ten points for every euro spent. Therefore, if a video game costs 40 euros, the buyer earns 400 points.
From here, these points are accumulated in each user’s account with a purpose: to obtain discounts on future purchases. To be exact, 400 points are equivalent to a 1 euro discount, so if a buyer has 4,000 points, the discount is about 10 euros (and so on). So far, everything is normal, but here comes the next question.
Do GAME points expire?
It could be said that, with this simple question that appears in the previous subtitle, everything starts. On April 1st, many users realized that the points in their GAME account had disappeared. Just like magic, as if it were a Harry Potter trick. If we add up what was accumulated by each and every user who has an account at GAME, from March 31st to April 1st, millions and millions of points disappeared throughout Spain – literally – a movement that translates into huge savings of euros (thousands and thousands) by the company.
As you can see below, it was only necessary to take a look at the social network Twitter to see the mess caused. Some GAME customers had even lost amounts exceeding 200 euros, as they were accumulating points for future purchases (such as a console). But has the points policy of the famous video game chain been modified, as thousands of users suggest? The answer is “yes” and “no”; and we explain it.
An unapplied rule
Although it may seem contradictory, the reality is that the cancellation of the points was indeed stated in the contract, but at the same time it did not appear on the website or even it was said that they never expired in some sections of Customer Service. Likewise, and as many users have pointed out, the store itself has posted tweets stating that the points do not expire (tweets that, by the way, have been deleted). Therefore, the message being conveyed was conflicting, with a contract stating that they “did” expire, but on social media and websites it was stated that they “did not”.
Starting with the first thing, the legal bases and clauses of the contract make it very clear: “The balance of points in favor of the GAME member will be valid for one year, starting from the end of the natural year in which the points are acquired. In this way, the balance of points accumulated by the member during the period between January 1st and December 31st of any year will expire on December 31st of the following year”. Taking an example, if you were to buy a video game today at a GAME store, the points earned would not expire until December 31st, 2025. That’s the key.
If the contract is so clear, why so much controversy? Well, for many reasons, the first one being that the rule was not applied. At no time, the GAME store chain has complied with this clause, hence why buyers accumulated points without any reason. In addition to this, we must add another important detail that has already been emphasized, which is what was mentioned earlier: on their social networks, they cheered that the points did not expire, as well as on the website in the customer service section. In fact, thanks to Wayback Machine, it has been verified that this paragraph was introduced during the month of March 2024 on the website in general.
In the face of this contradiction, GAME has defended itself, in statements to Hobby Consolas, pointing out that the clauses of the contract prevail over what is stated on their website or even on social media: “From GAME we would like to clarify that legally the clause has always been in the contract, so there has been no change in it, but an execution, and then it is not a legal requirement to give prior notice (for example, if we had changed “okay, now instead of your points expiring after 12 months, they expire after 6”, that would have to be communicated in advance, but if only the expiration has been executed, even if it is retroactive, legally we are not obliged to notify it in advance). In this sense, and for legal purposes, the information found in the contract and purchase conditions that customers sign and accept prevails over any other communication.”
A change of points
The uproar caused by GAME was very loud. Thousands of users throughout Spain saw how they lost hundreds or thousands of points from their account. In response to the execution of this clause, the video game store defended itself with an email sent during the night of Tuesday, April 2nd: “We remind you that your points balance is valid for one year from the end of the calendar year in which the points are acquired. Therefore, the balance of points accumulated during the period between January 1st and December 31st of any year will expire on December 31st of the following year”.
Far from staying here, the email added additional information that, to make matters worse, not only did not calm the spirits, but worsened them: from April 18th, for each purchase you will receive fewer points. “Finally, we inform you that our points system will convert to 1€ = 6 points starting next April 18th”, that is, every euro generates 6 GAME points. The redemption of points will remain the same as before.” Going back to the previous example, now for a 40 euro video game we will get 240 points, instead of the current 400.
Regardless of the fact that it is not necessary to notify when applying a regulation that they themselves did not comply with, the communication being carried out by the GAME Video Games chain leaves a lot to be desired. After all, the loyalty points program is used precisely by those most loyal customers, those who regularly make purchases on their website or in their store. Attacking them does not seem, at least on paper, the best move in the world, nor the wisest decision.
On the other hand, we have learned that many GAME users are filing complaints through the establishment’s complaint forms, as well as contacting the OCU (Organization of Consumers and Users). For now, very little is known, but it is only a matter of time before we have news about the issue and whether it can escalate further.
One way or another, what is clear is that the move is proving very expensive for GAME. Losing your loyal customer, we repeat, is never a wise decision.
