UK Retailer Game Cancelling Some MGS 5 Pre-Orders [UPDATE 3]

UPDATE 3: Retailer says 371 customers charged incorrectly due to technical issue.

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[UPDATE 3] According to Game it received 21,000 pre orders for the Collector's Edition of the game, of which it says "a small percentage of payments were declined by the banks."

It continued: "This is a totally normal situation which happens all the time." [UPDATE 3 ENDS]

[UPDATE 2] Game has issued GameSpot with a second statement clarifying the situation.

"Regrettably due to a technical issue with our computer systems, 371 customers who pre-ordered the Metal Gear Solid V Hardware Edition have had their orders incorrectly charged," it says.

"Our customer service and store teams have been working to contact all those impacted and refund any over payment. We apologise for any inconvenience caused."

It continues: "Simultaneously, a small percentage of customers have had a legitimate cancellation due to an issue with their payment provider. Our customer service team has been in touch with all customers affected to advise them accordingly on this issue. Metal Gear Solid V Standard Edition is still available for pre-order from GAME."

The retailer's statement does not address the Collector's Edition cancellations, and is instead focused on the PS4 MGS5 bundle. GameSpot has asked for further clarification.[UPDATE 2 ENDS]

[UPDATE] Game has issued a statement clarifying that up to 370 customers have been "incorrectly charged," resulting in cancellations. The statement pertains to the standard edition of the game and does not, however, mention the collector's edition.

"Regrettably, due to a technical issue with our computer systems, 370 customers who pre-ordered the Metal Gear Solid V standard edition have had their orders incorrectly charged," a spokesperson said.

"Our customer service and store teams are currently working to contact all those impacted and refund any over payment. We apologise for any inconvenience caused."

GameSpot has contacted the retailer for further clarification, specifically on the collector's editions.[UPDATE ENDS]

UK retailer Game is cancelling a growing number of pre-orders for the collector's edition of Metal Gear Solid 5: The Phantom Pain, curiously blaming each one on a payment or delivery address problems.

GameSpot has obtained several emails from customers affected by the cancellations [images of two can be found below] with each person disputing Game's reasons.

One customer, who wished to remain anonymous, said an address issue instigated the cancellation. He claims to have placed his order in April, and checked on multiple occasions that Game both had the correct address and that a valid order had been logged into the system.

Another customer, who was told a payment problem brought about the cancellation, claimed there was easily enough money in the account to pay for order. The details attached to the Game account also appeared to be correct, he said, because the retailer shipped another product to him just days earlier.

It is unclear whether the pre-order cancellations are part of a wider issue at the retailer, or if a systemic problem has hindered the retailer's online payment processes. GameSpot has contacted the corporation for clarification.

The collector's edition of the game is currently unavailable to purchase at most other retailers.

Pictured above and below: Two emails from Game showing cancellation of orders and reasons cited
Pictured above and below: Two emails from Game showing cancellation of orders and reasons cited
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The Metal Gear Solid 5: The Phantom Pain collector's edition is priced at £99.99 at Game, and includes the main game, a 24cm replica of Snake’s bionic arm, special steelbook packaging, and a behind-the-scenes Blu-Ray.

There are also a number of in-game items exclusive to the collector's edition such as weapons, costumes, and XP boosts. A selection of these are tied to Metal Gear Online, which will launch after the main game is available.

In GameSpot's Metal Gear Solid 5: The Phantom Pain review we awarded it a 10/10.

"When it comes to storytelling, there has never been a Metal Gear game that's so consistent in tone, daring in subject matter, and so captivating in presentation," said our reviewer. "The Phantom Pain may be a contender for one of the best action games ever made, but is undoubtedly the best Metal Gear game there is."

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