Retro-Taku Videogames — Attraction in Madison Heights

So let me say I used to love this place. I love supporting local businesses (and I always will when I can). I have been shopping here for years but sadly I'm done. I would always choose here over any of the bigger places. I bought a dreamcast a couple of years ago and it didn't work. They exchanged it but the new one didn't work either (don't they test them?), I chose just to have someone else fix it (I have to get around to that). I didn't complain a bit (I even pass out their business cards to my friends and gym buddies)but my most recent interaction was bad enough to turn me away. I came in recently and the bigger guy sat around while i waited the the other smaller guy to help me. It took a while for me and my son to even get acknowledged but I'll let that one slide. I bought two $20 sega controllers, I described the system I had and the person looked it up and found the controllers. I live 30 minutes aways so I went home and opened the box and saw it wasn't right. I drove all the way back and all I wanted was get the right ones. I did not ask for my money back, just to exchange for the right ones (all of this happened within an hour and 30 minutes btw). I was told that since I opened it (it was barely opened, I just peeled the easily replaceable sticker) I could only get $7 for it and I paid $20. The return policy is on the front board and it says nothing of the sort plus I must say again i did not want a return, just an exchange. I read the exchange policy in detail and even pointed out it says nothing that supported his argument, they didn't seem to care. When I said I described my system and they looked it up the heavier guy said "I didn't say that" even though he was next to the guy that was ringing me up. He kept talking about a warranty, thats for faulty items im not sure why he kept bringing it up. I've spent so much money there trying to support and sadly they lost a lifetime customer because they couldn't make it right. Gamestop sells retro games at a decent price now so I'll just shop there and at the trade center in Taylor (who seems to have better business practices than retrotaku). Losing a lifetime customer who has spent and would have spent even more money with them over a easy fix must be ok with them. I even bought another item during this transaction after the ridiculous customer service but I definitely won't be back. Also hygiene is a very important part of customer service ( I won't be specific but you know who you are). The pic I posted is the item they wouldn't let me exchange in the red box), they didn't even test it because they knew I just bought it (look at the pics I posted of my emails showing how little time had passed).

Update: The owner reached out to me via email and addressed the situation. I am glad to say that I will be back as a...

I stopped in this past weekend to sell/trade some rarer games, systems, and accessories. I’ve normally had a decent experience in the past, but this time it certainly felt like they were trying to take advantage of me. They tried separating a complete system for a single part, the most expensive part, and had the gall to only offer $15 for a $200+ item! The rest of their offers were way less than 50% of retail pricing. I was going to let it go, but the more I think about it the more angry I am. I never expected to get full retail for my items, but certainly wasn’t going to take a beating either. Needless to say, I doubt I’ll be visiting this store much, if at all, in the future.

UPDATE After reading your response, it appears that all you really care about is insulting me and the items that I brought in. The Neo Geo X worked perfectly when I got home and tried it out. I in turn sold the same system on eBay and the new owner has been very happy with his purchase. Apparently, your employees don’t know how to test equipment when they tell me it doesn’t work and they’ve spent 20+ minutes trying to get a picture out of it. Additionally, calling the other items that I brought in “Shelf filler“ is laughable. I guess the shelf filler must’ve been pretty exciting considering one of your employees couldn’t wait to buy the virtual boy manuals that I was selling. Not to mention multiple import games and systems that were complete and fully functional. If nothing else, you’ve certainly cemented the fact that I will definitely continue to check out the other game stores around you and will not come back there again. I’ve dealt with numerous game stores in various areas and none of them have ever made me feel as insulted...

I’m not gonna lie and act this store is the worst game store ever, I’m sure there’s at least some employees that care about their job and really know what they’re talking about. Problem is I’ve never had the luxury of meeting them. They have a pretty decent selection of retro games at fair prices. 2 stars for not overpricing games. But, just about anytime my girlfriend and I call to ask if they have something, they give us the laziest response and don’t look or just say they don’t have it. Yet we go in there just incase, they do have what we’re asking about….and it was stuff RIGHT AT THE FRONT COUNTER. When your customers need to tell you “oh….actually you DO have an entire container full of what I literally just asked for.” And you reply with “oh…really?” You need to have more awareness as to what goes on in your own store. This wasn’t a game that could easily get caught up in the mix of other games, it was a snes power Jack replacement part in its own designated place. Tall dude with the glasses and long hair seems like he’s given up on caring. At the very least, it’s pretty decently organized for the most part, I’ll give them that. But organization can only go so far when it’s still a headache to check out. Or have them acknowledge their own products. If you’re desperate, they might have what you need, just expect a scavenger hunt...