ComplaintsforGameStop, Inc.

Video Game Dealers

Multi Location Business

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that GameStop, Inc. has a pattern of complaints concerning delivery issues, refund issues and customer service issues. Consumers allege that GameStop, Inc. accepts payment, and the complainant experiences extended delivery times, or deliveries being marked as delivered and complainant alleges, they never received the package, or the wrong item was delivered. According to BBB files, GameStop, Inc. also has a pattern of complaints concerning refund issues. Complainants allege a request for refunds, and/or returns are either not addressed, delayed, or denied. Complainants allege in some cases; the delay prompted a denial as the issue was now past the window of resolution for a refund. Consumers further allege they experience limited or confusing and /or conflicting communication from the company citing numerous attempts to communicate with GameStop, Inc. through calls and emails to reach a resolution. Complainants have also cited rude treatment from staff. On 5/14/2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 6/13/2024, BBB has had no response.

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Bought an item online for store pickup. Wanted to return item 2 days later and Store claimed they could not issue refund because we used PayPal . Called customer service . They said they would issue refund, never did. Called back again and they again said they could not issue refund NOW claiming it is because we were outside return date. We were not the first 3 times we tried. Now, 45 days later they say we can’t return the item but we could “ trade it in” . The item is new , unopened and we tried to return 2 days, 5 days and 10 days after purchase. 5 phone calls and still no resolution. At this point GameStop owes me a refund for the item and compensation for time used to try to resolve an issue that should have been a simple return!
Business response
10/28/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.

I'd love to look further into your request for you however I am unable to locate the transaction information associated with this issue. Please provide as much of the information below as possible as it relates to your inquiry. Once we are able to find your transaction we'd be more than happy to further assist you:

Transaction Date:
Store Location:
Date of Purchase:
PRO Member ID#:
Any Associated Product Serial numbers:
Order Number:
Receipt information (top of your receipt directly to the right of the date. Format Example: 01234/ 01 - 002):

If the purchase was made on our website Gamestop.com please provide your order number

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

Best Regards,
******* *
******* * | Better Business Bureau Liaison | GameStop
Initial Complaint
10/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello Ive spoke to game stop customer service to cancel my pro membership for two of my accounts and its been 24 hours and I havent gotten no email for a refund.
Business response
10/22/2024
Hello,

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

I'd love to look further into your request for you, however I am unable to locate the transaction information associated with this issue.Please provide as much of the information below as possible as it relates to your inquiry. Once we can find your transaction, we'd be more than happy to further assist you:

Transaction Date:
Store Location:
Date of Purchase:
PRO Member ID#:
Any Associated Product Serial numbers:
Order Number:
Receipt information (top of your receipt directly to the right of the date. Format Example: *****/ 01 - 002):

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
10/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed a online pre order on June 23rd 2024 with a 100 gift card and my credit card for a game that was going to total ****** . I called on 9/19 to ensure that they will use the gift card 1st and not the credit card . I was concerned about this issue so I asked the customer service *** and he said yes they will use the gift card 1st and then credit card . I asked if I can change my credit card and put my debit card instead and he said yeah . On 10/3/24 I received a notification that they have put a hold on my bank account for the full amount. I called in a spoke to a agent and explain the situation in several occasions now they indicate that I never used a gift card and is no longer in their system. I was told by a ***resentative that even tho the transaction is pending they will only take ***** from my bank . I called again and was told that they started the refund process for the $100 to be put back in my bank and for them to keep the gift card. Now I called yesterday and were told that they do not see the Gift card and will not be issuing me a refund to my bank or return the gift card because it magically disappeared from their system.
Business response
10/22/2024
Hello,

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

I reviewed your screenshot you sent and noticed you were trying to use a **** Gift Card along with your Debit/Credit card.
The **** gift card resembles a credit card, and our systems only allows one credit card for payment.

We are sorry for the confusion and the inconvenience this has caused.
Any authorizations held against other cards should drop from your account.

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
10/22/2024
A **** gift card was never used in this transaction. I pre order the game with a gamestop gift card that magically disappeared on your system and a **** Credit card. I called on 9/19/24 to get confirmation that u would not be debiting the full amount on my cc and I was told that I wasn't. I asked if I could change it to my debit card instead because i.did not trust your company with my Credi card # .
I called when I saw the debit and was told that they used my debit card 1st and since the payment went through they didnt use my Gift card . I was told several lies and misinformation while i called the customer service and the gift card used magically disappeared and you guys couldnt find it at all .
please do the appropriate research and look into the case or account before giving me another excuse of an answer .

Please
Business response
10/29/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.

We do apologize, our payment screen never showed a Gamestop gift card provided for payment.
The screenshot provided shows a **** Gift card entered as a payment option instead of a Gamestop gift card.

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
Complaint: 22423084

I am rejecting this response because:

Regards,

***** ******
Initial Complaint
10/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I decided to try the ************************* from their website so I could get a specific game today. The websites says that it has copies of the game that could be shipped. So around 1:18 p.m. I placed the order. At 2:08 I get an email saying my order couldn't be fufilled and the Item wasn't available, and I wasn't charged. I got backt to the website and its saying the item is still in stock! I'm pretty sure they charged my card because I haven't gotten my money back.
Business response
10/22/2024
Hello,

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

When an order is placed through the website, we do a verification of the payment method as a pending authorization is held just for verification purposes.
The authorization will show as a pending charge, but we do not complete or settle the full charge till the product has been packaged up and ready for shipment.
In this case since we were not able to provide the product your card authorization should reflect to your financial institution.

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
10/22/2024
Complaint: 22420426

I am rejecting this response because: I had to call Gamestop support multiple times for a week straight. There wasn't going to be a game shipped! Gamestop canceled it! You guys were just holding on to my money. I ended up getting help from someone on one of the social media platforms and they had to go in Manually to reverse the charges.

Regards,

******** *****
Business response
10/30/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.
We appreciate your feedback and will pass this to the managers of our ********** team.
You are right, it shouldnt take multiple phone calls to get a resolution to your situation.
We ask for patience as we continuously strive to improve our customer service experience.
We are happy to learn our ************ was able to get the funds reversed.
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
10/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I entered the store on 10/11/2024. Picked up a game off the shelf advertised at $19.99. When brought to the counter was told the game was $69.99. I was told they changed price mid-week and he is the only one so couldn't change the tag. I asked for the advertised price and was told no. This is %100 false advertisement. I would like resolution. Game was immediately reprinted and put back on shelf. Employee wouldn't allow a picture to be taken of sale tag. Was also told he was the manager named ******.
Business response
10/22/2024
Hello,

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

I'd love to look further into your request for you,however I need more information to locate the store you visited. Please provide as much of the information about the store and once we receive the information,we will pass this to a District manage to review.

They will handle it appropriately and reach out at their discretion should any 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
10/14/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This particular store suppose to open at 10 a.m. It is now 10:25 a.m. and its still not open. Its even on the website opens at 10 a.m.
Business response
10/22/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.

We strive to provide excellent service and ensure our stores are always open and available for our customers to come visit and shop with us.Unfortunately, there may be extenuating circumstances in which we may open late or have to close our stores temporarily during operating hours. I appreciate you sharing this experience with us and can assure you we'll do our best to minimize any sort of down time in our stores.

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
10/11/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I pre-ordered 2 items from ************************** 08/03/24 ******** Switch on 08/03/24 Game stop charged my card ****** (2 times) I called the Game stop credit card they told me to call Game stop, then game stop told me to call the credit card. On 08/30/24 I finally got that resolved where the credit card credited me the ****** The on 9/21/24 when the item shipped GameStop charged my credit card again for ******. Now I have 2 charges for ****** and again both games stop and game stop credit card are telling me to call each other and they can't do anything about it. So I was charged twice for 1 item,On 07/17/24 I preordered a Zelda ***** game stop charged my credit card *****.then on 09/27/24 game stop cancelled my order but claims they never charged me for it look at the screen shots I was charged again I called game stop they claim they don't see where they charged me I called the credit card they say call game stop I cannot get a resolution game stop expects me to pay double for 1 item and pay for an item I never received
Business response
10/18/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.

I am truly sorry for the inconveniences this has caused you.
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
Customer response
10/21/2024
Complaint: 22410255

I am rejecting this response because:
Game stop corporation is the one who charged my credit card several times. Now game stop credit card wants to hold me liable for double charges and items I did not receive.
Regards,

******* ********
Business response
10/29/2024
Hello,

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

For your ******** order, when you placed that order we authorized ****** and near completion of the order we authorized ****** on 9/21/24 again and then charged the order once it shipped on 9/25/24. The authorizations should have fallen back to your credit card.

For the second order, we authorized ***** and charged ***** on 7/18/24. There was a second item on that order, and we tried to authorize on 9/27/24 for ***** and received a payment failure notification. When this happens,we notify via email for a solution and if not resolved we will cancel the item or any remaining items on the order.
If you are still showing these authorizations, it is recommended that you continue to work with **************

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
10/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
July 2024 I paid for a video game headset online through GameStop. The headset arrived and did not work correctly. I drove 50 miles and returned it to the nearest gamestop in hopes I could exchange it for one that works properly. I was told I could exchange it and have a replacement shipped to me. Almost a week went by and the replacement headset was not shipped. I decided to cancel the order. In hopes I could get my money returned and buy another headset at a different store...3 months later I still have not been refunded nor do I have the item I paid for. I've called and wasted hours over the past 3 months on the phone with gamestop and still there is no solution. I feel I have been robbed.
Business response
10/08/2024
I was made aware of the Guest situation.
I called today and discussed a couple of options for a resolution.
The chosen option was a replacement.
Business response
10/18/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.
I am sorry to hear about your experience and I would love to look into this for you.

Can you please provide us with your order number?

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
10/10/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a game and paid additional money for early access. We were told we would have access on Monday October 7th, 4 days before the game comes put on 10/11. Wednesday I called **************** because still no game. They said it's in transit. They gave me a code so he can use it today. I asked them will I be compensated for the other 2 days. I paid for something I didn't receive. She said no. I told her it's unfair and that I shouldn't have to he responsible because shipping didn't come through on their end. She said she would give my son ***** points as a one time courtesy. When she found out he was not a PRO member she said she couldn't do it. He wasn't a PRO member when they took my money for the game. This is FRAUD. You can't advertise and then don't deliver. The only reason he has a code is because I called. He still doesn't have the game. "In transit" does nothing when you're a million dollar company taking my money fraudulently. I even asked if they can mail him a gift card. This is unethical and I expect a credit whether he's a PRO member or not. The transaction we paid for was 4 days early release. It's now 2 days before and asking for a credit for the two days he didn't have the game is not unreasonable saying no definitely is. Is misadvertising and downright FRAUD.
Business response
10/18/2024
Hello *****,
On behalf of GameStop, we apologize for this poor experience in association with our company.

It looks like your order shipped on the 4th well before the street date, its possible it was impacted by the weather and sadly that is something outside of our control.
While the 3 days early access is part of the ultimate edition it isn't the only thing you would get. The season pass should be more than pay for the price difference. There is a lot of DBZ characters and stories you can add to the game.
I see you were offered 5K points for an appeasement but there was no Pro account to add it to so, I have added a $15 appeasement on your order towards your form of payment.
I am truly sorry for the experience you endured.

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
10/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I returned 3 orders back to gamestops grapevine warehouse. All 3 were returns were received by the warehouse 8/15 at 12:56pm signed by a gamestop worker name J ****.1. Order ******** - ***** return tracking ************. - $85.56 2. Order ******** - ***** return tracking ************. - $90.61 3. Order ******** - ***** returb tracking ************. - $105.71 I've contacted gamestop countless times via phone and email and they keep closing the tickets without issuing a refund. They are now stating after two months the boxes were shipped back empty and I have photos that prove they were and what contents were included. I have sent them the photos as well and still nothing.There have been countless zendesk tickets created for the same issue and all get closed without the refund issued and 0 communication. Gamestop has the items and it's been two months and I don't have my 3 refunds.I need the 3 ordered refunds issued immediately.Additionally they have blocked me from making any more online purchases and will not refund me the $25 pro membership fee I paid for in July 2024 for 12 months of service. Each time I call I get the runaround and get put on hold for hours to speak to a manager that only just opens another ticket.
Business response
10/18/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.

I am truly sorry for the inconveniences, and I am to assist with your concerns.
In order to better assist you quickly, can you please provide the order numbers associated.

Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop
Customer response
10/21/2024
Complaint: 22408570

I am rejecting this response because:
They are asking for information that was in the complaint already. Just wasting more time.
1. Order ******** - ***** return tracking ************. - $85.56
2. Order ******** - ***** return tracking ************. - $90.61 3.
3. Order ******** - ***** return tracking ************. - $105.71
4. Order 067682599 (7/1) - $25 refund for gamestop pro 12 month service which you guys are blocking my account from using online checkout. Meaning I can't use your full services because of gamestop so I want my $25 refunded as well.

Regards,

***** *******
Business response
10/29/2024
Hello,

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

We apologize for the delay, but trust assure we are working towards a solution.

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
Complaint: 22408570

I am rejecting this response because: this is not a resolution this is just an update. Still waiting for an actual resolution.

Regards,

***** *******
Business response
11/05/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.
After reviewing your claims our returns team was unable to verify the return of the correct items associated with your orders.
What I would suggest is filing a claim with the carrier to get proof of delivery and to bring it to their attention that the item is missing, which can lead to lost packages being found.

Also, there is a chargeback on this order along with a high number of returns and previous chargebacks.
We would be unable to help further but the claim with the carrier should help with any disputes you may have with your bank.
Any future orders will need to be made in store.
If you have any questions, you may contact ********** at the phone number ************ or via email at *********************************************************

Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop
Customer response
11/05/2024
Complaint: 22408570

I am rejecting this response because:
This is inaccurate and if you need to contact ***** about the return labels you sent me to use to return them then that's on you. I attached images of the contents and the confirmation for each tracking number that all 3 were delivered to your warehouse and signed by J **** on 8/15 at 12:53pm.
In regards to number of returns and charge backs on the account its because you keep sending defective products. In july i made over 100+ orders with you and 13 of those orders were defective. I didnt create this problem, you did buy sending defective products. I returned your defective products and wasted so much of my time with your support.
Instead of valueing a loyal customer thats been with you for years you blocked me from future online purchases so i want my gamestop pro membership refunded which I renued in July 2024 for 12 months.

***** *******
Business response
11/12/2024
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 | Better Business Bureau Liaison | GameStop

Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforGameStop, Inc.

Current Alerts For This Business

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary