Game Shack — Attraction in Toronto

Very first time buying from Game Shack. Prices are good, but I won’t trust this store with online orders again. Received two items and one of the boxes had clearly been dropped and was damaged. Damage was minor (see pics), but it’s unlikely the store would have wanted this item on the shelf. When I’m spending significant money for these games, I expect the condition to be mint, otherwise don’t charge full price. If it’s damaged (even slightly), discount it somewhat, or at least disclose the fact. I’m sure some people won’t mind, but I do, and I certainly would have felt bad if the item was a gift. Their policy for online orders does state they won’t cover this kind of minor damage, so I expect any damaged items (that people wouldn’t buy in person) will be used to fulfill online purchases, and it’s probably pretty common, hence the policy. I was in touch with the store (several times) requesting any kind of minor consideration (including a credit for future purchases!), but they’re sticking with their policy, and wouldn’t offer anything. They do offer full refunds within 14 days, so I’ll be stopping by the store to take the item back (or exchange it). It’s a nuisance, but at this point, it’s the principle. Ordered some other games from another online retailer (plenty of great options), and all items were beautifully packaged and pristine. Our family is VERY into board games, and I spend hundreds of dollars every year on games. Would have been happy to have these guys be my new go to, but from now on, if I can’t visit the store, I’ll order elsewhere. If you don’t mind paying full price for less than mint items, I’m sure they’ll meet your needs.

Update Decided the hassle of driving to the store for an exchange/return wasn’t worth it. Did speak with the store and they’ve changed some of their policy’s language, which is good. Unfortunately, upon opening the game I found that one of the wrapped decks of cards was opened and cards were everywhere, including some that were bent/damaged. Contacted the store again and they will be doing an exchange for me, so happy they’ve stepped up. Increased my stars accordingly.

Further Update Store stepped up and did the exchange, covering all additional shipping (which I’d expect). New game arrived in completely different (mint) condition and I’m happy with the outcome, despite the not great experience. Will likely give them another shot, but will try to...

I've been a loyal customer for over a decade when they were located downtown.

Regardless, I was excited to see the new location. Little did I know this was the worst customer experience I ever had.

Earlier in the morning I called in to trade in my PSVR headset of which they provided me a price and thanked him.

Early afternoon I walked in the store holding the box in my hand. I was told to walk down the store to speak with one of the employees on the computer.

I said I'd like to trade in the VR set (complete in box basically brand new) and that I called in earlier.

1. he told me that he was too busy dealing with stores inventory and that I should come back another day
2. I told him that I called in earlier, and had never said that. He promptly tells me that he didn't get a chance since I hung up on him
3. I stood there speechless, and after a few quite moments he took the box from as if I was a complete nuisance
4. this is the best part. I walked around in the store while I wanted and I could here the employees joking around
5. this is no exaggeration I looked at my watch and an hour had passed. I finally asked them if there was an issue and he said
6. ya we've been busy with customers. During this time 2 customers walked in the store
7. another hour had passed for a total of two hours when I asked politely what the issue was but clearly flabbergasted
8. they said to me that they needed to charge the controller and install Skyrim to test it out

The nightmare finally came to an end after two hours and I completed my transaction. I politely asked him to provide me with a business card in which he said he didn't have any. He scribbled the managers name and number telling me he was there during the week with which I requested.

Only after that did he apologize for the wait which was the only time in two hours and had never approached me during this process to tell me what the delay was or any other show of care.

I still can't believe that I had waited this long but I needed the money and was too commited to have left during this process.

The selection is fantastic, but avoid coming in the weekend's. Pray you don't ask them to do a basic trade in let alone any form of considerate...

I've made two online orders of Yu-Gi-Oh cards from Game Shack in the past six months. The first shipped and arrived promptly, and everything was packed extremely well and in fantastic condition.

The second hasn't shipped yet (I'm posting this review on a Friday and I ordered the cards on the Monday). At the the time of writing this the recent orders section of my account still says "Awaiting stock from warehouse". I'm a little annoyed by that, a whole work week after ordering, however given the current global pandemic I can't really complain. At least they're still open for online orders.

I called them and asked about it earlier in the week and from what I understood over the phone products located outside the store they ship from (the decks I ordered were in seperate stores) are transfered over the weekend, so I'm hoping it'll ship by Monday. The staff member I spoke with was very polite and immediately offered to look up my order to see what was up.

Fantastic online selection (though alot of items are often sold out or on back order) and the prices are mostly good. They know what they have and set their prices accordingly. For example; $20 - $30 for decks that are in short supply, yet $11 for new decks that are widely available (cheaper than even Walmart who wants $17). Shipping prices are reasonable ($16 for expedited shipping), great for me considering I live six hours away.

I intend to continue ordering from them in the future, great store overall. I do recommend them, far better than Amazon for trading cards...