ComplaintsforGameStop, Inc.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the evening of 10/15/24 I went into gamestop (store #***) to have pokemon cards sent into *** using the new service offered through GameStop. The employee said that he wasnt told that the *************** was live yet so he couldnt speak about it. I told him that its all over the GameStop website and has even been announced in the news that day. I asked him if he could find out from someone that he works with or just go to ************************** and he will see. He refused. I asked him what he suggested I do and he said to call in the next day. I asked who should I be asking to speak to when I call and he said that there would on ** be one person in the store. I then asked what is that persons name and he said Im not giving you their personal information I explained that I wasnt asking for there full name just a first name so I know Im talking to the right person. He refused. I then asked him what his name was and he said Im not giving you my personal information I said you wont give me your first name? Im not asking invasive questions Im just trying to put a name to the face since he didnt have on a name tag. He then got frustrated and started blatant** ignoring me. I asked for the store number and he said he would give me customer services number he wasnt giving me the store number. Very unprofessional person. I had to have a lot of restraint dealing with him. I called on 10/16 to put a complaint in though customer service. I gave them all the details. I got the store number from another location. It is 10/31 and 3 times now I have been told they cant process the compliant because I didnt provide the persons name when that is what a part of the compliant is. They asked me to go to the store and get the name of the person and then call back. Instead of working internal** to figure it out. Now I have to go be a detective for my own compliant. Ive been a member for 18 years and never complained and the one time I did the system failed miserab**.

  Business response

  11/06/2024

  Hello,
  
  On behalf of GameStop, we apologize for this poor experience in association with our company.
  
  Thank you so much for reaching out to us and sharing your experience.
  Please know that this information will be shared with the District Leader so that they can review handle it appropriately.
  One of our representatives will reach out to you should any further action be needed.  
   If you have any additional questions or concerns,please do not hesitate to reach back out
  
  Best Regards, 
  ******* J
  ******* J | Better Business Bureau Liaison | GameStop

  Business response

  11/06/2024

  Hello,
  
  On behalf of GameStop, we apologize for this poor experience in association with our company.
  
  Thank you so much for reaching out to us and sharing your experience.
  Please know that this information will be shared with the District Leader so that they can review handle it appropriately.
  One of our representatives will reach out to you should any further action be needed.  
   If you have any additional questions or concerns,please do not hesitate to reach back out
  
  Best Regards, 
  ******* J
  ******* J | Better Business Bureau Liaison | GameStop

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  The manager of the store gave me a call and extended his sincere apologies which I do appreciate. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  10/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am writing in regard to my purchase of the Metaphor Collector's Edition for PS5. I pre-ordered the game, in full, back on April 23rd of this year for $158 and have been highly anticipating the game. With that said, I believe I have been fair of the issues regarding my order up until now. Initially, I received an email on Oct. 8th, which was the release date, that my order was on the way. I never expected it to arrive the day of release and I was ok with waiting 3-5 days later. I patiently waited and checked my tracking which said it was in pre-shipment. A week passed and there was no update on the status of my order from either GameStop's side or ****** side, so I emailed GameStop through their contact us page and waited another 3 days to no reply. 10 days later from "shipment" I still had no update. I called support (ticket #*******) and they assured me a replacement was coming given the timeframe, however I have not received any email confirmation of the call or that the item has shipped or is actually even coming for that matter. I sent another email I believe 3 days ago with this almost exact message to them, and again no reply. As someone who has already paid a lot of money for this game months before release, I figured my copy would be secured. It has been frustrating going through these hoops and I have received little to no communication on the issue. If it's possible, it would be so appreciated if I could have confirmation that my item has shipped. Any help would be much appreciated. ****

  Business response

  10/30/2024

  Hello,
  On behalf of GameStop, we apologize for this poor experience in association with our company.
  Thank you so much for reaching out to us and sharing your experience.
  I am truly sorry this experience has caused you to feel anxious and I would feel the same way.
  I can tell you some good news! It shows your replacement order was delivered today around noon.
  If you have any additional questions or concerns, please do not hesitate to reach back out.
  Best Regards, 
  ******* J
  ******* J | Better Business Bureau Liaison | GameStop

  Customer response

  10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ***

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased several items on 10/17/2024 including 2 pokemon figures. 1 item was marked down and the other was not. I came in to the same location on 10/24/24 to return 2 of the pokemon figures (both unopened and with my receipt). When I entered the manager, ***** was on the phone I patiently waited and browsed around until he was free. He rudely started the conversation by saying these are markdown items and are unable to be returned because they are final sale. I replied back confused and said it doesnt state anywhere that these are final sale. And 1 of the items isnt marked as a markdown item. He immediately was extremely aggressive and said I have stated the policy and you need to leave. I was taken aback by his demeanor I was confused as to why he was so aggressive and rude for no reason at all. I asked where is the policy stating that those items are final sale. The receipt doesnt say anything about it and the other item I paid full price for. He started yelling at me and saidohh you wanna see it in writing ?! You came in here thinking you were gonna get what you want but youre not. Im refusing you service! I told him he needed to calm down and I asked him what his problem was and he flew off the deep end. Like some of the craziest behavior I have ever witnessed from a manager over a return. He was yelling at the top of his lungs like a complete lunatic. The other associate just stood there looking terrified. I am a regular shopper and I have seen him in the past talk down to employees. He is a terrible manager and should not be working in customer service and quit honestly needs to be investigated. I would like a refund for the 2 items and a call from the DM or regional manager

  Business response

  10/30/2024

  Hello,
  On behalf of GameStop, we apologize for this poor experience in association with our company.
  Thank you so much for reaching out to us and sharing your experience.
  Please know that this information will be shared with the District Leader so that they can review handle it appropriately.
  One of our representatives will reach out to you should any further action be needed.  
  If you have any additional questions or concerns, please do not hesitate to reach back out.
  Best Regards, 
  ******* J
  ******* J | Better Business Bureau Liaison | GameStop

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a gaming headset from the store on 10/01/2024. On 10/23/2024, I contacted the store because the headset is defective. The brand is GameStop Wired RGB Pro Headset for PlayStation 5, Xbox Series X/S, ******** Switch, and Steam Deck. The amount is $39.99 and after sales tax the total was $43.60. The product is defective and the store has only a 15 day warranty for swapping out the headset. The warranty timeframe was not informed at the time of purchase. Employee wouldnt take the item back because it was purchased on 10/01/2024. ************* or customer service explained the same company policy. They allow 30 days for only pro membership customers; however, they further explained I could sell the item back to the location. Selling a defective product without disclosing timeframe is a scam and corporate fraud.

  Business response

  10/30/2024

  Hello,
  On behalf of GameStop, we apologize for this poor experience in association with our company.
  Thank you so much for reaching out to us and sharing your experience.
  Under our current return policy defective merchandise is returnable in 15 days of purchase and if you are a pro member its in 30 days of purchase.
  The extent of the policy can be viewed at ********************************************************.
  When they mentioned you can sell the item back to us, Im sure they meant you can trade it in, and the value of the trade is based on the condition and the sole discretion of the store manager.
  If you have any additional questions or concerns, please do not hesitate to reach back out.
  Best Regards, 
  ******* J
  ******* J | Better Business Bureau Liaison | GameStop

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pre-order a game on July 26 2024 and the game came out October 11th I still have not received my game. They charged my card $111.29 and the company has not been helpful at all to satisfy my needs. I've been a member of Gamestop for over 2 decades and the customer service has not been helpful. They tried to provide a replacement but now they are saying it's on back order. I've been given the run around the past 5 times I've called them. They won't even call you back to give you any updates as there policy sates that they don't do call backs. I want what I purchased and there hasn't been any sort of compensation for my time or anything they could provide me. They said they could provide me a refund but I don't want a refund I want what I purchased months ago. I want a resolution as soon as possible.

  Business response

  10/30/2024

  Hello,

  
  On behalf of GameStop, we apologize for this poor experience in association with our company.

  
  I understand the level of service being provided does not meet your expectations and I apologize for any inconvenience it has caused.

  
  We appreciate your feedback and will take it into consideration as we continuously strive to improve our customer service experience.

  
  Regarding your order situation, I am sorry you did not receive your long-awaited game.

  
  Since it was pre-ordered item initially, we do not have any extra stock to fulfill your replacement order which is currently on backorder.

  
  Since a refund is not an option for you, we ask that you wait a bit longer to see if we can secure more in stock.

  
  If you have any additional questions or concerns, please do not hesitate to reach back out.

  
  Best Regards, 

  
  ******* J
  ******* J  | Better Business Bureau Liaison | GameStop

  Customer response

  11/01/2024

  Complaint: 22464062
  
  I am rejecting this response because: Ive asked to speak with a manager on duty as none of the agents were helping me find a resolution. They said the manager would call me back and no one did. This is really sad and not good customer service. I dont know why they just cant send me the game for free with all the benefits that came with my preorder and refund me my money and just call it even. Its been close to a month since the game came out and still no follow up. I want this case to remain open. 
  
  Regards,
  
  ******* **********

  Business response

  11/08/2024

  Hello,
  On behalf of GameStop, we apologize there wasnt a supervisor readily available to speak with you at the time of your previous call concerning your order.
  The order was processed and shipped to the address provided on the order. The order was handed to the carrier and somehow it was lost in transit.
  Since the item in question was a pre order we do not have any extra copies.
  The replacement order is still on backorder as we do not know when we will get any more physical copies from the manufacturer.
  I do have some good news; we do have the digital version of the game.
  If you wish to no longer wait for the physical copy, we can refund the order, and you can go to ************************ and purchase the digital version.
  Sadly, we cannot send you a free copy of the item as compensation.
  This is the only resolution we have for you.
  Please let us know if wish to continue to wait for a physical copy or be refunded.
   If you have any additional questions or concerns,please do not hesitate to reach back out
   Best Regards, 
  ******* J
  ******* J | Better Business Bureau Liaison | GameStop

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had a Gamestop credit card for over 7 years that I've literally NEVER been able to use on their website or their app without getting an error message stating that the purchase will not go through. over the last 7 years, I've tried purchasing from over 20 different devices, using their website and app and I get the same message. I've contacted Gamestop over 15 times about this and have gotten the same responses:"We've never seen this before""It should worked." (No kidding)"Try again from a different device" (Even after I've told them that this has been an ongoing issue for years)"We'll transfer you to a supervisor" (My call is disconnected each time)GameStop have no desire to fix this issue for me and they have removed the convenience factor for me from my membership status with them. I'm not looking for monetary rewards or financial restitution. I literally want someone from GameStop to do their actual job and fix the issue with my credit card not being able to be used outside of their stores.

  Business response

  10/30/2024

  Hello,

  
  On behalf of GameStop, we apologize for this poor experience in association with our company.

  
  I took a deeper look into your situation and noticed why you are receiving a system declined error message.

  
  Please be sure the billing and shipping addresses are aligned with what you have on your card account.

  
  Also, if you ever reported fraudulent activity with your card this can cause issues placing online orders as well.

  
  Comenity Bank handles all reporting to the credit agencies as well as the closing and re-opening of accounts for the PowerUp Rewards Credit Cards. GameStop cannot change anything on your credit report, force them to re-open your account, or provide any support regarding transactions or account inquiries.

  
  I can assure you that Comenity will work very hard to try and help you to the best of their abilities.

  
  Please try giving them a call at ************ and please be patient with them while they review the options to assist with this matter.

  
  If you have any additional questions or concerns, please do not hesitate to reach back out.

  
  Best Regards, 

  
  ******* J
  ******* J | Better Business Bureau Liaison | GameStop

  
  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on September 29th I updated my shipping and billing address for a preorder that had declined my payment due to the outdated info. I contacted the company on October 1st because they sent me a shipment notification of the wrong address and I contacted them to let them know that I had updated my billing address as well as the shipping prior to this notification. I was told October 2nd by ******** that they would update the address with the shipping carrier so I could receive it at the correct address . October 5th I contacted support to let them know that they delivered it to the wrong address. October 8th I was told by ********* B that I had to wait 7 days then contact them so they can issue a refund or ***lacement. on October 15th I called into support to let them know I wanted a refund on their monitored and recorded line, they submitted the request and on October 16th I received an email saying my ***lacement order was approved and being processed, I emailed support back to let them know I wanted the refund because I found the item significantly cheaper elsewhere. they notified me that the *** requested a ***lacement but I could call them with the tracking to get it held and receive my refund. I called in 10/16 and they told me I couldn't get ahold of a supervisor but to call back with the tracking and they would intercept the package with the carrier for a refund. I called back 10/17 to give them tracking and they said they would intercept and I would get my refund processed. 10/21 they delivered a partial package and I called support and spoke to ****** who said I could not speak to her supervisor ****** snd had to receive the package and return it for a refund although I notified support on 10/16 and again on 10/21 letting them know I have no car or a means to get around to a store for a return. I left the package outside and have now filed a dispute with my credit card.

  Business response

  10/30/2024

  Hello,

  
  On behalf of GameStop, we apologize for this poor experience in association with our company.

  
  After reading your complaint you indicated you received the replacement package.

  You mentioned you had no transportation to take the package to the store, we could have emailed you a return label to have someone and ***** to pick it up and drop the package off to be returned for a refund.
  

  You also mentioned you filed a dispute with your credit card. Once a chargeback has been filed, we cannot assist any further with the order regardless of the outcome of your claim.
  

  You will have to continue to work with your financial institution to resolve the matter.
  

  If you have any additional questions or concerns, please do not hesitate to reach back out.
  

  Best Regards, 
  ******* J
  ******* J  | Better Business Bureau Liaison | GameStop

• Initial Complaint

  10/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchasing a Magic the Gathering set for *****. Nowhere was it stated that these items were non returnable on the packing, at checkout, and I was never told about the policy.The next day, I decided to return the item at a different location closer to me as I no longer wanted it. There I was told it was non returnable. I told the manager that I was never told of this, but she said there was nothing they could do.I called the store I purchased it from and they acknowledged that they did not tell me about the policy and that it wasn't on the packaging but said that they couldn't do anything either as they are under the same management.According to California Civil Code 1723:Every retail seller which sells goods to the public in this state that has a policy as to any of those goods of not giving full cash or credit refunds, or of not allowing equal exchanges, or any combination thereof, for at least seven days following purchase of the goods if they are returned and proof of their purchase is presented, shall conspicuously display that policy either on signs posted at each cash register and sales counter, at each public entrance, on tags attached to each item sold under that policy, or on the retail sellers order forms, if any. This display shall state the stores policy, including, but not limited to, whether cash refund, store credit, or exchanges will be given for the full amount of the purchase price; the applicable time period; the types of merchandise which are covered by the policy; and any other conditions which govern the refund, credit, or exchange of merchandise.Considering I was never told about the policy and it was not stated, I believe I am legally entitled to my refund. I have already tried dealing with this with the vendor. I also tried disputing the transaction, which did not work. Hopefully this ends in a resolution

  Business response

  10/29/2024

  Hello,

  On behalf of GameStop, we apologize for this poor experience in association with our company.
  
  We do apologize for the confusion.

  The item purchased are PSA cards and is considered a final sale item. This is listed under our terms and conditions regarding returns/exchanges. 

  If you have any additional questions or concerns, please do not hesitate to reach back out
  
  Best Regards, 
  ******* J 
  ******* J | Better Business Bureau Liaison | GameStop

  
  

  Customer response

  11/01/2024

  Complaint: 22444305
  
  I am rejecting this response because:
  

  California Business and Professions Code Section ***** requires businesses to clearly and conspicuously disclose their refund policies.

  At no point during my purchase was I made aware of this "final sale" policy. There was no visible signage at the point of sale, no verbal notification from the cashier, and only an indication on the receipt given after purchase, at which point I couldn't return it anyways. It is not reasonable at all to expect customers to read through terms and conditions, especially when entering a physical store. If this policy is in GameStop's terms and conditions but not displayed in store, I believe its lack of accessibility makes it an unfair and deceptive business practice under California law

  Regards,
  
  ***** Arvizu *******

  Business response

  11/06/2024

  Hello,
  On behalf of GameStop, we apologize for this poor experience in association with our company.
  
  
  I understand the outcome we have provided is not the one you were looking for and I apologize for any inconvenience it has caused. We appreciate your feedback and will take it into consideration as we continuously strive to improve our customer service experience.
  
  
  If you have any additional questions or concerns, please do not hesitate to reach back out
  
  Best Regards, 
  ******* J
  ******* J l Better Business Bureau Liaison | GameStop
  
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint against GameStop located in *************. I called the store on October 4, 2024 and October 16, 2024 inquiring about a game I wanted to order. Later on I decided on two games. I was told that I could come into the store, order the game and get free shipping. I informed the guy on the phone that I was not a pro member and he said it was ok. I went into GameStop on Saturday October 19th to place the order for a game to be shipped to my house. A GameStop employee with blond hair and a hoodie told me that I could not get free shipping and that the information given to me on the phone was incorrect. I left the store without the game. I am requesting to speak to a District Manager and would like free shipping since this is what I was told over the phone. Please listen to the store call for proof.

  Business response

  10/29/2024

  Hello,

  
  On behalf of GameStop, we apologize for this poor experience in association with our company.
  
  
  Thank you so much for reaching out to us and sharing your experience. Please know that this information will be shared with the District Leader so that they can review handle it appropriately. One of our representatives will reach out to you should any further action be needed.  
  
  
  If you have any additional questions or concerns, please do not hesitate to reach back out
  
  Best Regards, 
  ******* J 
  ******* J | Better Business Bureau Liaison | GameStop

  
  

  Customer response

  11/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I do not accept it and I am not satisfied because I was told I would receive free shipping and would like to receive what I was told by a GameStop manager in *************. This complaint will be closed either way, even if I disagree with the outcome.
  
  Regards,
  
  ******* ******

• Initial Complaint

  10/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They charged me for a warranty for the controllers that I did not ask for. They did not disclose to me that they were charging me for it either.They told me the price and I said "oh I thought the controllers were only $80 online" and she just said "yeah.. sorry theyre expensive". She did not tell me she added an additional $20 (PLUS TAX) warranty to them because I would have told her NO I do not need this.I called customer service and they said i had to go into the store to resolve it. I went into the store today and they told me they cannot refund me for the warranty and that "I shouldve looked at the receipt". As if it is my fault that their employee charged me without my consent or knowledge. The store employee told me to call customer service to get the refund and I told them I tried that already and the guy just shrugged and said "well then try again".I called the customer service one more time and they said that it is a store issue and that they cannot refund me for the warranty and that the store must do it.I would like my money back. I was SCAMMED and sold this without my knowledge and no one is refunding me despite me bringing the receipt into the store!Please help me.

  Business response

  10/29/2024

  Hello,

  On behalf of GameStop, we apologize for this poor experience in association with our company.
  
  
  Thank you so much for reaching out to us and sharing your experience. Please know that this information will be shared with the District Leader so that they can review handle it appropriately. 
  
  If you have any additional questions or concerns, please do not hesitate to reach back out.
  
  Best Regards, 
  ******* J 
  ******* J  | Better Business Bureau Liaison | GameStop
  

   

   

   

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