Game Stop Complaint - Game Stop Bad Customer Service/Policies

Review by dayna72 on 2009-01-28
TOMBALL, TEXAS -- Date: Sun, 25 Jan 2009 11:33:02 -0600
> From: storeissues@gamestop.com

> Subject: Re: TellGameStop Issue (KMM4533859I15977L0KM)
> Dear Valued Customer,
> Thank you for your feedback.
> Unfortunately we will be unable to file your compliant against store
> 2666. The reason for this is because the store associate was following
> our Return/Exchange Policy. We do not allow refunds of opened new
> games, used games outside of 7 days from the date of purchase, or
> unopened new items outside of 30 days from the date of purchase.
> Exchanges will be offered for defective items up to 30 days after the
> purchase. You can review the GameStop Return Policy at anytime prior to
> the purchase, either at the front window or the register. The Return
> Policy is also printed on the receipt. We apologize for any
> inconvenience.
> Additionally, preorders must be picked up at the store in which they
> were made, because you are reserving a physical item to be ready for
> pick-up, and the store makes their orders based upon these preorder
> numbers. If everyone who preordered at every Gamestop decided to pick
> them up at one location, there would obviously not be enough to go
> around. Preorders are always refundable, and your money has not been
> lost. You simply need to visit the store where the preorder was made
> for a refund.
> If you have any further questions please respond to this email.
> Best Regards,
> Justin
> GameStop Customer Service
> Original Message Follows:
> ------------------------
> Date Received: 1/24/2009 8:19:11 PM
> Receipt Date:
> Store(Information) - Transaction number: 02666 / 01 - 018
> Feedback number: 372k7 - 3yhuj
> Comments: I wanted to get a Wii for my son for Christmas. Knowing that I
> probably wouldn't be able to buy one around the holidays I started
> looking in June. I happened to get one when I found out a shipment came
> in the end of July. My friend and I both bought one. I put the Wii in
> the closet and waited for Christmas, happy that the big present was out
> of the way. We spend quite a lot of money at Gamestop but after the
> customer service I encountered recently we are considering shopping
> elsewhere. When my son opened his Wii he was pleased but asked if he
> could exchange it for an xbox IF we could transfer the data from our
> other xbox. So after getting conflicting information for different
> employees about transfering the data, we finally got the answer we were
> hoping for and headed to gamestop to exchange the Wii for the xbox.
> However, we were told we could not exchange it (nor were we given any
> other option)due to the purchase being in July. If I could have gotten
> it in Dec. I would have and there would be no issue. I opened one remote
> to check it out becasue it looked different from our current wiis
> remote, other than that nothing had been opened. He treated me as if I
> was trying to pull something on him and pulled the "policy" card. I
> simply wanted to exchange the Christmas gift for what my son actually
> wanted. I know that there are policies butI'm also aware that policies
> have gray areas as the majority of my job is customer service. My other
> issue is I reserved the world tour at one game stop that's not by my
> house and tried to pick it up at the one by my house and was told I
> couldn't pick it up at a different store-even though I asked before I
> reserved it-so I had to pay full price and lost my reservation money. I
> need to know if something can be done. We have several other options for
> our gaming needs. We spend quite a bit of money at Gamestop monthly but
> cannot keep dealing with these issues. On a good note, until recently I
> have had a great experience with Gamestop but due to the 2 recent issues
> that now have cost me $295.62 I will be unable to spend any more money
> with your company unless these isues can be resolved. We have another
> wii, 2 ps2s, an xbox & 2 WOWers
Comments:4 Replies - Latest reply on 2009-01-29
Posted by Anonymous on 2009-01-29:
I fail to see where Game Stop did anything wrong.
Posted by Anonymous on 2009-01-29:
The email from the OP speaks of a gaming console but the response makes not mention of it. The response is a boilerplate which means 'Justin' never actually read the complaint. However, in my opinion, their policy rules. The box was opened and that makes it used. Game Stop will accept the console for credit towards other merchandise but at a very reduced value.
Posted by yoke on 2009-01-29:
What did Game Stop do wrong, follow their policy?
Posted by yoke on 2009-01-29:
The OP probably should have found out her her son wanted a WII before buying it 6 months early, knowing there is only a 30 day return policy on the system.

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