“Order Request Received”…

Super frustrated with situation. Traded in my PS4, games, controllers, etc at local EB. Had been watching availability of PS5 on website, so I could make sure I’d leave the store with one. Price was $579 for either refurb digital slim or refurb OG with disc tray. Right before leaving for the store with my trade-in, checked the website one more time and saw a new slim BO6 edition for $509, but available for Home Delivery and not at my local store. But, for the savings, I could afford the extra cost of Express shipping, 1 business day to process, and 1-2 business days for delivery. So I traded in my stuff, took the credit on a gift card and went home and bought the PS5 from the website. I received an email confirmation telling me that my order “request” had been received and that if it was “approved” I would be notified. I was mildly concerned about the use of non-committal language, but figured it would be fine…

It’s now been a week since my order and the status on the website still says “Order Request Received”. I’ve emailed customer service and gotten 2 responses from what I can only assume is AI (Zendesk powered and the responses are basically ignoring my concerns completely). The responses have been to tell me they are sold out, they don’t know if there’ll be more stock, they can’t ship from a store, they can’t refund my shipping fees, and they may cancel my order altogether.

How, in 2025, does an international brand like EB Games, with 180+ across Canada and more internationally, not have real-time inventory updates, or integrated stock control??

When I asked about a refund for shipping charges, I was told, “we do not have the option to refund or remove the shipping cost”.

Anyone else have negative experiences with the online shipping system, and their inventory control system (or lack thereof), or their shitty AI customer service canned responses and brush-offs?