Back when this store first opened up it was really good. People were coming in droves to shop here instead of the gamestop next door or the CGX in the mall. However recently that seems to have changed quite a bit. I go in once in a while because I can't find what I'm looking for at a gamestop or I need to off load some items that they take. The transaction process normally goes off without a hitch but with the exception of two very specific employees that I've only seen a few times, most of the staff are generally not very customer service minded. Most of the time they seem bored or disinterested and they never even try to go the extra mile to help you out.
I give this place two stars because - with a couple of exceptions - if you go talk to the employees they will generally help you out. However it would have been at least a 3 star if it wasn't for the fact that a few of them seem to have a bad attitude.
Word of advice to the staff: The people that come in your star are not your friends, and despite what you may think this is not your hangout spot. Most of you need to be more mindful to the tone that you use. I honestly don't believe any of you intend to sound rude or mean-spirited but I have witnessed this many times when I go in and have even been treated like this. There is one employee in particular - who I haven't seen in awhile - that did however seem to carry a bad attitude no matter what he talked about. I interacted with him on four separate occasions, often asking about the availability of certain games, the layaway program, and the other little small details that I honestly didn't know about when dealing with this company. Each and every single time he spoke with a condescending tone as if these are things I should have already known. Personally I'm hoping he no longer works here, but as I said I'm not sure of that.
Despite these issues I would like to commend the direct supervisor of this store. Every time I have had the pleasure to speak with him has always been a refreshing and professional experience. I once complained about how a now ex-employee spoke with customers over the phone and would hang up on them, then later found out that the employee was fired for such behavior. He really does try his best to work with what he's able to get and I commend his efforts. However I do feel there are certain personality traits that need to be looked at for future employees considering my previous paragraph.
Lastly, years ago it was policy that every single device that was brought through that door to be traded in be put through rigid testing to make sure it wasn't defective or busted in anyway. I don't know if that policy changed but I do know there are way too many defective games, consoles, and other electronics that are being sold here. I recently bought a game that they never should have accepted in the first place because of the huge and very noticeable crack in the back of the disc. If they had popped the game into a Wii system they would have figured out immediately that it was completely busted as it wouldn't even boot up on the Wii's home menu.
This brings me to my final point of contention with this store. Refunds. I understand there are policies in place for a reason. However when YOU sell me or anyone else a completely defective product and I bring it back to the store within minutes of me leaving, there needs to be discretion involved here. I will get mad if you give me the whole "We can only give store credit" spiel because it is your fault in the first place why I had to drive all the way back to the store from the opposite side of town to return an item you should have never accepted in the first place. I'm not speaking from an entitled customer's point of view here, but rather a person who worked in the service industry. Discretion is a must, especially if the product was paid in cash anyway. You have the cash. I want it back for a product that doesn't work at all.
In short: Make some changes and consider this stupid long review. Maybe the store won't be a shadow of what it was...
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