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Terrible treatment by entire company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

STOCKTON, CALIFORNIA -- DO NOT SHOP at GameStop...unless you are a criminal because that's how everyone is treated...by their policy.

Shop at Walmart, Target, BestBuy, Gamers Etc, or any other place that actually have companies where there are people in their company outside the store will do what's right even if the people in the store aren't always the best representatives of customer service. I couldn't even get someone higher than the incapable, disrespectful, uneducated (relating to California Law... calm down people) store manager Vanessa to discuss the situation with me...cowards. Plus, this is over a $40 controller COLOR! I just wanted a different color, which the other store (and practically every store in the world would tell you) told me I could do when the color came in.

All I ask anyone who cares about them-self is to ONE time stand up for the real customers, do not make your next electronics purchase at GameStop (even if just once) and quietly, defiantly, courageously say we will not accept being treated like a criminal because other people steal from you!

This is an extremely long story but it comes down to this....Vanessa the manager and the entire company do not care about treating an ACTUAL customer as a customer, they hide behind an illogical "policy" that treats everyone like a criminal.

You can choose to stop shopping at GameStop as I have, as my sons won't be, and as many people as I can get to see the light...but you don't have to if you don't want to. Keep shopping there, they need the money as I have read their stock price is down 60% at the third quarter, and I see that stores are closing. You may not want to get anything that has an extended warranty because they may be out of business before you can bring back your item. Good luck out there Vanessa, I hope your resume is up to date.

The policy - To do an even exchange (even accompanied by a valid receipt, unopened box, sent from the Lower Sac GameStop, no reason to believe any form of fraud or deceit was occurring, and the fact that no money was being returned) they must have you state your home address. Several conversations by phone could not get anyone higher than the brazenly awful Store manager Vanessa who illegally believes she can refuse service to anyone (which you can't except for certain situations) and doesn't even know how to use her own Point of Purchase system (as evidenced by her coming to "help" me and not knowing that it would ask for the address to do the exchange (which the cashier had already told her I refused to provide) or how to circumvent it when a customer declines to provide their personal home information (I did provide them a current cell phone number). Neither Vanessa nor the original cashier denied the exchange (they both tried to do it but froze up when I said that they didn't need my home address). The law states that I have a right and companies must at my request delete personal data (so why do they have a policy that claims I have to provide it).

The 3 in store problems:
*They BELIEVE that store policy overrides the law
*They DO NOT have a way to verify my home address anyway (which means yes I could have given them any address but I did not on principle)
*They DID NOT deny the exchange until I would not comply with the unlawful DEMAND of personal information at which time they took both controllers. REMEMBER, I already owned the merchandise and they took it from me and placed it behind the counter when they denied the exchange. I had to remind them that they are stealing my property before they gave it back.

The law says that they must have a posted return policy...or blah blah blah. They do, I met all requirements of it, and nowhere does it say that you have to give private information. Not to mention...HAVE YOU SEEN HOW MANY COMPANIES ARE GETTING CUSTOMER INFORMATION STOLEN!!

Now, why the whole company? They investigated and believe the store can do what they did (stupidly not fixing the problem). However, they told me twice and twice I waited for someone to contact me but nobody has the intestinal fortitude to follow up with me. They know that they're wrong because if I gave them YOUR address they would have accepted it. I could have just played their game but remember...I already have the merchandise, I just wanted a different color, I don't need a different color.

So, they have lost a life long customer over a non-monetary even exchange and I will no longer make purchases at any GameStop, I control the purchasing power of three sons who are gamers who will no longer shop at any GameStop, and I influence the decisions of thousands of high school students...good luck GameStop, you'll need it! Lol

P.S. Their "Going Out of Business, Everything Must Go" sale was selling PS4 controllers for $20 more than they were just on sale for and $10 more than Walmart's regular price! They are still trying to rip you off when they are promoting great "Going Out of Business" deals? What deals!?

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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW JERSEY -- Had I read the dozens upon dozens of complaints across the Internet that exist concerning dealings with GameStop I would have been more careful in dealing with them. Instead of doing research first, I made the mistake of placing an order with them. Now I am in the same predicament that hundreds of others have found themselves in.

On Thanksgiving Day I ordered a PS4 Pro online from GameStop. Never have used this company before, I did so because of a special deal they were running. After completing the order, I saw a better deal on BestBuy's online site.

I tried to cancel the order from GameStop. Thing is, there is no way to cancel an order. From what I found out later, the company makes it absolutely impossible for customers to cancel and order once placed from them. There is no email link to write customer support anywhere on their site. There is a toll-free customer support line which I will talk more about in a moment. The only other way to contact tier-one support is via an app that one must download on their mobile device and then select FEEDBACK. GameStop makes it as difficult as possible to reach customer support.

I did send support a ticket via their app, and on Thanksgiving day I received a reply saying my order could not be stopped. Now, think about this. Nobody works the warehouse on Thanksgiving day. There is no way my order could have been packaged and processed especially since GameStop explicitly states that it takes one day for order processing.

So, let's talk about their toll-free number. I called four times during Thanksgiving day to reach someone. On each call, I was on hold for 70 minutes until I finally hung up each time.

Now, one could say that an expected surge in call volume would be expected during a holiday weekend. I would normally agree with that. However, if you take a moment to Google "cannot get through on GameStop phone support," you will find a multitude of threads from various gaming forums where angry customers talk about this specific issue. It seems like, at any given time, GameStop will keep people on hold for well over 30 minutes -- no matter what time of year you call. There are customers who speak of having to keep their speakerphone running for well over 30 minutes while they continue doing their own business.

I finally get through to GameStop support the day after Thanksgiving. On this particular call, I was on hold for 75 minutes before an operator answered. The operator was rude. Even though my order was listed as still being "open," the day after a holiday, the operator told me that my order was already packaged and being processed for delivery.

As I sit here and write this complaint, now 3 days later, my order is still listed as being "open." It has not been shipped. I have not been provided with a tracking number. This is a simple case of GameStop not wanting to stop the order and making the customer go through the process of returning the item.

If anyone thinks that my complaint is unfounded, I invite you to Google "GameStop complaints." You will be amazed just how many other customers experienced the same issue where within an hour of placing an order with the company, GameStop refused to cancel the order. In fact, complaints across the Internet cite rude and uncooperative customer support.

Some customers are even complaining that GameStop makes it impossible to return shipped orders as they put no return address on the package. That's something I cannot confirm as of yet, but will be watching for as I plan to refuse my shipment.

It just amazes me that this company is still in existence and has been allowed to treat customers in this manner.

I will be posting negative reviews on the Internet as well as updating them with any additional issues I experience with this company. I will also be filing a complaint with the Better Business Bureau.

Once my charge hits the credit card, I will be putting a stop to payment. I am not even going to allow the company to collect a dime off of me. They will get their package back one way or another, but I won't be paying for it.

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Do Not Buy Warranty
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WOOD VILLAGE, OREGON -- I bought a Xbox elite controller and paid an extra 20 dollars for the extended warranty. I was told if there was any issues with the controller within the first year then I could bring it back and exchange it for a new controller. So about 6 months later my left joystick started pushing forward. I tried all the troubleshooting and was not able to fix it. I went to Gamestop and was told because the elite 2 was coming out soon they no longer had any elite controllers to exchange for.

They had me call customer support and they said that they could only refund the warranty. They also said I could contact Microsoft and because I had the controller for less than a year that they would cover either fixing or replacing it. So I went to the Microsoft store and was told they only cover the controller for 90 days. Also the refund was given in the form of store credit. Do you really think I want to do business with them anymore after this experience. Do not trust Gamestop and definitely do not buy their warranties.

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So Disappointed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

My complaint isn't against the brick and mortar Gamestop stores, all my experiences with them have been pretty good. However recently I pre-ordered about 4 games online from Gamestop. I got a little message telling me I qualified for free shipping but I could upgrade to Edge for only $5 more. Their Edge shipping claim is that the game ships on release date for pre-orders and that you'll get the game in about 3 or 4 business days.

Well none of my titles shipped until well over a week after the release date and I didn't get them until over 2 weeks after the release date. What's more, I was charged $8 shipping per title and one of the games double shipped, making me pay twice for the same title as well as the shipping cost. When I contacted customer service I received no reply. I'm just shocked that a company that's been around for so long and a company I thought was so good would treat its customers this way. I will never buy from Gamestop again.

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Shady Employees
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

RAPID CITY, SOUTH DAKOTA -- Last night was the third time I've bought a game in the store, only to have the employee switch it out for a lesser version. I brought the case for Fallout New Vegas Ultimate Edition for Xbox 360 to the counter, paid for it, and when I got home, I had the case and disc for the base game. The store was closed by the time I realized this and after 24 hours they'll just say I'm trying to con them when they are in fact the con artists. They'll say it's an accident, which I could see if the wrong disc was in the case I picked, but to give me a completely different case? Not an accident. I cashed out my reward points and am never going back.

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Worst Online Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ROCKVILLE, MARYLAND -- My son ordered an Xbox gift card from the GameStop website. Never received the download code, the order said processing for two days. Called and waited on hold for 45 minutes to be told that they did not know what the issue was but would put the order through. 24 hours later, still nothing. I called and waited 30 minutes this time only to be told that they need to talk to my son. The account is in MY name! So annoyed and now he will have to call yet again and sit on hold to talk to someone in an entirely different county. Way to go GameStop, your customer support SUCKS!

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Poor Services
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

MICHIGAN -- I bought a brand new Xbox One for my nephew as it's his birthday gift. 10 days later he doesn't like it and want exchange it and getting a PS4. I called GameStop and ask them if I can exchange it or not? They told me since it has been opened, it can't exchange it at any cost. The only way my nephew can get a PS4 is trade in our Xbox One, which is 250 dollars trade in value. It means I have to pay the difference in order getting a new PS4, which I have to pay another 121 dollars plus the warranty. What a joke? If I know I will getting so many hassles for it, I will going somewhere else buying it. No wonder why GameStop is start losing customers and ground to other retailers.

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A Message From A Gamestop Employee
By -

I work at Gamestop, and I realize how awful some of the pushier clerks can be, I've known those guys and I even have a few working under me. What some of you may not realize is that most of them aren't actually like that. I'll be damned if I've ever met a hardcore company-line clerk. For anyone who works retail, you probably understand, there are certain things we are supposed to say every time someone walks into the store, calls etc. There are certain things we are required to push or it's pink slip time.

I won't deny any of it, I used to be one of those people. Constantly worried about my job because of what the company calls 'low numbers'. It's the unfortunate nature of the Gamestop beast. We don't enjoy pushing product on you, we hate it. We know we annoy you, we annoy ourselves with it, believe me. But if you happen to be a secret shopper and we don't say our little lines, it's a write up and then a pink slip. I want to punch myself every time I say, "Thank you for calling Gamestop, where we buy and sell new and used games." Just typing makes me grit my teeth.

But take this into account when you purchase from any retail clerk. We have a lot of playing room in that magical computer of ours, we can do all kinds of exciting things, make returns that the company calls explicit 'no-no's'. New opened game? You bet we can return it, and for the most part we don't hear a word about it. However, if you enter the store with a chip on your shoulder, a piss poor attitude or an otherwise self-important demeanor, ask yourself why we should help you above and beyond our call of duty? There is no reason. You see, the retail world, the relationship between the customer and the clerk is not a one way street, far from it.

The old adage, "the customer is always right' is a bit tired. The customer is right if the customer is polite. Try that one out and you'll find your shopping experience is much better. Believe it or not, most of the employees at Gamestop are not out to get you. In fact we actually want to help you. But when we are treated as sub-human you have to expect some adverse consequence.

I'm not saying there isn't the occasional self-righteous gamer nerd who thinks you're some kind of stone-age relic because you don't play games and actually have some semblance of a social life outside of the internet. I wouldn't deal with those people either, and neither should you. Make a complaint, there's a phone number at the bottom of every receipt, the person who sold you your game, his name is at the top. If it's really bad, ask for the district manager's number.

I personally love most of my customers, I've grown to call some of them friends. I play with a dozen or so on Xbox Live, we exchange Christmas gifts, they come in and grab a slice of pizza and hang out and talk politics, games, movies, music, and a myriad of other things. And that's the kind of store I enjoy working in, it makes earning enough money to get through college a lot less stressful. Try treating a retail clerk like a human being and maybe the next time you go in you can get a free slice of pizza, or be updated about some new album that just came out.

You may even just learn that the average, underpaid retail clerk is a pretty cool person who wants to help you get the right thing for your son or daughter, or turn you on to a game you would have otherwise overlooked. Who knows? Just remember, you as the customer are not always right. And we, as the clerk, aren't always right either. For the most part it's two people bonding, if ever so briefly, to help each other out. You should take this with you to what ever retail store you go to, not just Gamestop. You will find the whole thing move a lot smoother if you do.

Also, remember, be nice to your local pharmacy employee, if anyone gets more crap than a retail employee, it's the underpaid pharmacy technician.

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I Was Refused a Refund Even Though I Ordered Online to Pu at Store as a Rewards Members
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FARMINGTON HILLS, MICHIGAN -- I ordered hundreds of dollars of games online to pick up at store and within a few days I went back with an unopened controller that I didn't need. I was refused a refund, only store credit even though I was an elite pro member and the store had record of the entire transaction. When I complained the manager just laughed at me. I have spent thousands of dollars at GameStop over the years, and I will now only order from Amazon.

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Online Order
StarStarStarStarStarBy -
Rating: 5/51

KENOSHA, WISCONSIN -- I ordered the headset online. I paid the $15 shipping fee to get next day shipping. The site stated that once order was processed then the shipping would be one day after that. Order was processed immediately and received product next morning. I had an excellent experience with this company. I even paid less than any other website with the shipping included.

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GameStop Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 12 ratings and
26 reviews & complaints.
Contact Information:
GameStop
625 Westport Pkwy
Grapevine, TX 76051
800-883-8895 (ph)
www.gamestop.com
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