Thousands of frustrated shoppers who tried to pre-order a new Microsoft Xbox from Smyths Toys using the ‘buy now, pay later’ service still don’t know if they’ll actually be able to buy a console after more than a week. .
Keen buyers last week underwent tough credit checks and had a direct debit set up to pay for the new console over two years, but couldn’t actually buy it after Smyths and fellow GAME supermarket sellers ran out of stock.
Many received post-confused emails from Smyths saying they would have “your console if you’d like to complete a pre-order with us” without going through any further credit checks and that it would give shoppers more detail on how to do this. Complete the purchase.
Smyths Toys has partnered with Klarna to offer the new Xbox for £20.99 or £28.99 per month over two years. But after stocks ran out, customers were subjected to credit checks for the consoles they were unable to purchase
But after eight days, those who tried to pre-order the new console for either £20.99 or £28.99 a month told This is Money they had no idea if they’d been accepted for credit financing for the new Xbox, or if it would be accept them. able to get their hands on the console.
This was despite the fact that last Thursday one of the customers, Phil Lunt, confirmed in an email that the Smyths “will be in touch early next week” and “haven’t forgotten” about it.
Adam Bagley, 23, from Sunderland, called This is Money on Monday to say he received an email from Smyths last Tuesday telling him they would have six days to complete a pre-order and secure a new Xbox, but no word on how to do that. .
It was passed between the two companies, he said, and told us yesterday: ‘Every time I speak to Smyths I tell them Klarna said there was no problem on their end, and then Smyths just tells me to go talk to Klarna again since I have no record of my email on the order list.
He added, “I’ve had multiple calls, emails, messages on Facebook and Twitter and I still can’t get back on track.”
We know you had a really bad experience with us today when trying to pre-order Xbox All Access. Please accept our apologies for this. We’ll have a console for you if you still want to complete your Xbox All Access pre-order with us
Smyths Toys mail, Tue, Sept. 22
Many have expressed frustration with being told last week not to try to order a console again the next day and instead wait for Klarna and Smyths Toys to fix the situation.
“If it weren’t for the Smyths’ mixed communications, I’d be trying to get another pre-order on Wednesday, as well as trying somewhere else,” Lunt told This is Money on Monday.
He hasn’t received an update from Smyths since Friday, when the store told him again that he’d be in touch “early next week with an update.”
“I could have bought the Series X outright,” he said yesterday, “and the only reason I wanted to go the All Access route is because I thought it was a good deal for console plus Game Pass Ultimate in the long run.”
Sam Strandt, 28, from Lincolnshire, was told by Klarna customer support last Tuesday on Twitter not to attempt a purchase again “as this could leave a negative impact on your credit score”.
He said: Klarna told me not to ask for anything else. Smyths then released another set of Xbox Series X consoles with All Access the next day. So I was told not to order and then when they sold out many of us were left without any explanation.
We just wanted to let you know we haven’t forgotten you and will be in touch early next week with more information
Smyths Toys mail, Thursday, September 24
And while customers have not yet received any further information from Smyths about whether there will be a console available for them to order, there are concerns that they could end up losing out.
Klarna published a blog post last Friday, a day after This is Money published our original story highlighting the issues shoppers are experiencing, saying that they’ve been reviewing every Xbox All Access app created since September 22nd to make sure people’s credit scores are right. She wasn’t. Damaged from making multiple applications.
But she said those who have received emails telling them they have made a direct debit to their financing agreement have not necessarily been approved for credit and will receive a console.
Those who are accepted, Klarna said, will be contacted by GAME or Smyths to tell them how to pre-order a console without further impacting their credit score, and those who are rejected will have their direct debit canceled and will be contacted by one of their own. Retailers to inform them of their options.
Over a week later, several frustrated customers reported on Twitter that they were unable to get any updates from Smyths Toys on the status of their orders.
And this morning, it said it was in the process of canceling direct debits in cases “where you’ve been unable to complete your order,” raising the question of whether those left in the dark by Smith will eventually end up in a controller, as not processed. their requests further.
Some shoppers are possibly left facing the possibility of tough credit checks on their credit report for a financing agreement for a controller that they ultimately did not receive.
Last week, shoppers received emails telling them they had direct discounts with Klarna, even though they couldn’t order an Xbox console. Since then, Klarna has revoked some of those
Klarna said this morning that it was “working with credit reference agencies to remove any credit checks that should not remain in your credit file,” but Sam Strandt said he asked Klarna last week to remove the check from his account.
This is the money today, he said: ‘I told them I wanted it removed from my account urgently, because I was in the process of looking for houses.
“They said they would pass it on to the appropriate people who would respond in the next couple of days, and there was no response.”
This is Money has contacted Klarna and Smyths Toys for a status update.
Klarna told us: ‘A very small number of Smyths Xbox All Access customers have been told by mistake that their consoles are locked. Smyths will be emailing these customers today.
As already confirmed, direct debit confirmation alone does not mean that a customer has been approved for credit; nor does it guarantee that they will receive an Xbox.
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