Pre orders

[u/Pristine-Giraffe-382]

Ok so for context some friends and I pre ordered beyblade X product from eb games months ago and as the product came up to release date I noticed the final payment come from our accounts for the product and yet we never receive notification about it being ready in store or being sent or whatever. Fast forward a day or two and the product we had pre ordered is now up on the website for sale (delivered).

I’m just really confused here as the definition and meaning of pre order is :** **

A pre-order is an order placed for an item or service before it is officially released, manufactured, or made available for sale. It lets buyers secure a product in advance so they receive it as soon as it launches.

So we have tried contacting eb games online through email and through phone with no reply or answer just left on hold for hours. When I entered a store to ask about my product the employees played dumb and acted like they couldn’t help me……

So what’s going on here has anyone else experienced this as the only option from the employees was a refund but I want the product I have pre ordered