UPDATE 19/11/20 9.30am UK: GAME has now followed up with an additional statement on the chain’s PS5 pre-order snafu, and said the “vast majority” of deliveries would be made today, Thursday 19th November, with the remainder on Friday.
Sent to pre-order customers late last night, including Eurogamer staff members, it’s a less finger-pointy message than the one originally sent.
“We wanted to follow up on our previous communication to you around Yodel deliveries to confirm that the vast majority of orders will be delivered tomorrow with any outstanding orders being delivered on Friday,” GAME wrote.
“All the information and updates on the progress of your order can be found in your tracking information. Please continue to check the email address you used to place your order with.
“Estimated times for your Yodel delivery will be sent to you on the day of delivery. The Customer Service teams (both GAME and Yodel) are unable at this time to provide any additional information that has not already been provided to you.”
UPDATE 19/11/20 6.30am UK: Yodel has made a statement, firmly refuting the suggestion that it is responsible for any delays in the delivery of PS5 pre-orders made in an email to GAME customers yesterday.
“Yodel does not work directly with GAME. Our client is GFS, a fulfilment business who work in partnership with GAME. We have been consistently clear on the order volumes we are able to carry for them and it is deeply disappointing that Yodel’s name has been incorrectly used in an email to customers on the status of orders. There are currently no delays within our network, and any issues regarding delivery capacity is a matter for GFS and not Yodel.
“The safe, secure and timely delivery of each of these parcels is our utmost priority, and we are committed to ensuring customers receive the excellent service which we stand for.”
ORIGINAL STORY: UK retailer GAME has emailed PlayStation 5 pre-order customers, warning them that not all orders will be delivered on launch day tomorrow, 19th November, placing the blame squarely on courier company Yodel.
“Our aim has always been to ensure that as many orders arrive on time for release date as possible,” GAME told PS5 pre-order customers in its email, “therefore we have had to secure multiple couriers to help try and achieve this”.
However, “for reasons beyond the control of GAME”, it continued, one company, Yodel, has said it will be unable to deliver all PS5s on launch day as a result of “capacity issues in their network”. Elsewhere, GAME suggests these “delivery challenges” can be attributed to the sheer volume of new PS5s in circulation ahead of launch day, as well as “the size of the product”.
It’s undoubtedly a frustrating situation for all those that secured a PlayStation 5 pre-order from GAME on the reasonable assumption it would arrive on launch day, and the company suggests customers keep a look out for delivery updates sent directly from Yodel to see if their order is one of those affected by the delay.
“We would like to apologise for any disappointment this many cause you,” GAME’s email concluded, “but we can assure you that your console is packed and ready to be delivered by one of our couriers”.