GameStop — Attraction in Charlotte

Usually this store is good, but poor management has allowed this store to fail in the core values GameStop has put forth:

"We are passionate about serving others, creating great experiences for our customers and our people, and sharing the magic of gaming.

We are empowered to disrupt legacy thinking with innovation and agility, create powerful experiences for our customers, take risks and trust each other on the decisions we make"

-Gamestop Core Value Statement

They failed in customer service and showed lack of Integrity:

l preordered a game from them and spoke to the manager (Malik) at the time and asked his advice about which game version I should get he said you should just get the regular game version without a season pass or the deluxe if I wasn't collecting the merchandise from the game franchise. I said ok perfect. Then that's what l will have.

As we are about to preorder which requires you to put in exactly the type of game I am wanting, he then asked me to renew my membership because he had expired after my experience I felt great about doing more business with him so l did.

A few days later the game is out and l am unable to be there to pay for the game and pick up the game on pre order day so l.called the store spoke to a young lady and asked if l could send my mom to the store to pay and pick up my game. She said as long as she had my Membership number aka my phone number that would not be a problem.

This is where integrity was not shown:

My mom is no gamer and definitely wouldnt know her way around a game store she had never been inside a Gamestop before 1/16/2020. She walks in and here comes Maliek the store manager to take advantage of my mother. She is supposed to go in simply by the game that I pre-ordered which cost about 59$ -10$= 49$. She comes out tacking on close to 100$ on the game franchise on that one visit.

TOTALLY DISGRACEFUL!! My mom is 67 years old.

I get home unaware that my mom had been taken advantage of by the store manager. She mentions the bag is in my room. I look at the receipt and see almost 100$ spent. On what was supposed to be 49$ How??? Maliek saw my mom didn't know anything about games to he asked her for a 3$ warranty then to purchase a season pass deluxe AFTER I TOLD HIM I JUST WANT THE REGULAR. ( His name is on the receipt and I remember him from out conversation). Another $30. And because of this they failed in making sure the customer has full and complete trust in business transactions.

This type of store is built on customer relationships and customer service. I am upset because when I called to address this he hangs up on me bc l question him about his business ethics taking advantage of my mother in this way. If he had just said I am sorry that wasn't my intention come in and we will take care of you then I would not be spending my Saturday to write this and go to the store and correct his error.

Another chance to demonstrate customer service failed again:

l go to the store and tell him plainly he has betrayed my trust as a valued customer.. having spent 1000$s of dollars in that store over the years. He then proceeds to not even apologize for the mistake tells me he doesnt know who l am. I which tells me he doesn't value each and every customer who walks in that store. Or he is overworked.l could tell by the look in his eyes he knew who l was because I spoke to him for a good twenty- mins and the traffic in that location is minimal. He told me I was talking out the side of my neck and that he didn't care if l.cancelled my membership or not. I have never been treated so miserably by an employee at this franchise.

I hope he uses this as a teachable moment. He shouldve recognized that my mom did not know what she was purchasing he had my number he could.have called.me.like he did the day before to tell me the time the pre orders would.be in. He saw an opportunity to make extra money but in the end he loses a customer bc of his lack of integrity. You can't pretend to value customers and act in...

Called the South Blvd store this evening inquiring about an item that was showing in stock for another store I visited in person earlier. Carson answered and after physically looking for the product( not relaying on the computer alone) he confirmed that it wasn’t in stock. I know this happens quite often with the inventory systems and was very grateful that he saved me 45+ min trip during rush hour. But it did not end there. Carson then made it a mission to find a store for me that had the product I was looking for. He used his personal phone to contact multiple other locations while on the company line with me. He was also targeting the stores near the area I told him I was calling from. After 10+ attempts he finally found a store that answered and that had it and he arranged that the product was held for me in Matthews for an hr. Hands down best customer service in years!!! Employees like Carson should be cherished every day and rewarded for their commitment and...

Honestly I have had extremely frustrating experiences when it comes to redeeming GameStop promotions at this location. They don't seem to have any knowledge of their own promotions, and virtually play dumb when I try to explain what I'm trying to do. I won't go back to this location, I've had better experiences at other GameStops. And no this isn't user error, they're just incompetent. I used the TellGameStop portal to log my complaint, but received no response. So bad...