RECOMMENDATION - DO NOT SHOP THIS LOCATION, and its all because of the manager named Brad. A while back I gave this store 5 stars, and if this review was based solely on the new clerk who was working at the store today, it would still get 5 stars. But, unfortunately, this review is for the store (ad company) as a whole. Brad's failure at any level of leadership and customer focus leads to this terrible review. I came into the store to use my Rewards points that I've saved over time and use my Power-up $5 monthly reward. I spent some time and ultimately selected several Funco Pops.
When the cashier rang them up, he had me go onto the GameStop App to select the rewards coupon. As the total of the purchase was just a little over $26 he had me select the $25 reward. Unbeknown to either of us, GameStop has changed the rules for reward redemption and now points can only be used on one product only, and not toward the whole purchase. This presented a problem as the reward was now already cashed in, and the purchase consisted of 5 separate Funco Pop items. This is a new limitation on the program, and it was obvious that this was new to the store, as the clerk called up one supervisor who wasn't able to figure out why the balance owed was coming up incorrectly, and it took the second supervisor (Brad), over the phone, to explain the new policy. The issue was now that the $25 in rewards, was already "cashed in" and it would be 72 hours till they reappear. What should have happened is that individual lower amount rewards should have been used instead, and 5 seperate purchases made. While this sounds ridiculous and very inefficient (is it) its the only way to use rewards on more than one singular item..
Now this was bad enough (a new program, which I will not be renewing) - but the experience was made exponentially worse in the way Brad handled the issue. Rather than try to find a way to make what had now turned into an almost 45 minute debacle right, Brad choose to become insulting over the phone, which was on speaker phone at his request, so that everyone else (other customers and kid) could also hear. When I stated that this experience would likely lead to bad review on Google, he literally said, "go ahead." When I asked "really?" He again stated, I don't care."
Brad then escalated the call up a notch and rather than seeking to find common ground in this situation, Brad thought it best to insult me, again, on speaker phone, in public, by stating that I had been harassing his new employee for the last half hour. Nothing could have been further from the truth. I was frustrated but courteous with the clerk. The clerk was apologetic, and I stated that I understood that he (the clerk) was not responsible for the new policy, but I wanted to speak to management, as I had now just wasted almost an hour without being able to purchase that Items I wanted, and I would now have to wait 72 hours to get my rewards points back. The clerk was very helpful and put me into contact with Brad, and the forgoing occured.
This is a great example of failed leadership at the supervisory level. I am not sure what position Brad hold, supervisor, manager, maybe even Brad is the store location owner. In any event, Brad who was in charge, and it was Brad that failed and is giving GameStop and this location a bad name. I will never go to that store again, and will suggest to everyone I know not to go to that store. I am going to cancel my Pro Rewards account as well, and suggest that everyone else cancel theirs too.
Its no wonder Wall Street is "betting" on the demise of GameStop, and I too believe that chapter 13 is in its near future. This will be a classic case of a company gone bankrupt because its management was bankrupt as it relates to customer service.
I do hope someone at Corporate sees this and provides Brad with management skill coaching. A responsible store manager should never level bassless and insulting accusations against anyone, especially a...
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