EB Games — Local services in Toronto

This is a response to Shannon S. I was present in the store at the exact time the incident she described took place, and I feel compelled to speak up because her version of events is not only misleading — it is a blatant lie.

To begin with, I was shopping with my young son in the toy section. We were calmly browsing the toys on the wall when Shannon walked through the same aisle. Instead of showing any basic courtesy or patience, she abruptly pushed my child out of the way. He wasn’t in her path for more than a few seconds, but rather than kindly asking him to move or walk around, she chose to shove him aside. This was not only unnecessary and rude but also completely unacceptable behaviour toward a child. My son was clearly startled and confused, and as a parent, I was both shocked and disgusted.

Later, while waiting in the checkout line, I was standing directly behind Shannon when the second incident occurred. As the cashier was ringing her through, she suddenly started yelling and cursing at him. The cause of her anger? The cashier had informed her — in a calm and polite tone — that he didn’t have enough change to break the $50 bill she handed him. It wasn’t that he had no chance but rather that there wasn’t enough to complete the transaction, which is perfectly understandable. He even explained that his manager hadn’t done a cash run yet, likely because it was a Sunday and the banks were closed, which is a common issue in many retail environments.

Instead of showing any understanding, Shannon became irate and started verbally attacking the young employee. She repeatedly interrupted him and accused him of being incompetent or even intentionally refusing to help her. It was incredibly uncomfortable for everyone nearby. The cashier did his best to remain calm, respectful, and professional throughout her verbal assault, which couldn’t have been easy given how aggressive she was being.

Frankly, if anyone was displaying discriminatory or inappropriate behaviour, it was Shannon. She treated the cashier with such contempt that it felt like she was looking for someone to blame for a minor inconvenience — and she chose a young employee just doing his job. Her claim that she was being discriminated against is not only false; it’s deeply ironic given the way she treated him.

She falsely stated this happened at noon. That’s not true — I was there, and the incident occurred closer to 11 a.m., well before noon. The only remotely accurate detail in her statement was that some customers ahead of her were paying with cash — but even that was twisted. They were using small denominations, such as $5 and $10 bills, not $50s, and they had no issues during checkout.

Shannon’s version of events is not just exaggerated — it’s a complete reversal of what actually happened. I sincerely hope she is held accountable for spreading these lies and for her unacceptable behaviour in public. The way she treated both my child and the cashier was beyond inappropriate.

On a more positive note, I want to recognize the young cashier. I don’t remember his name, but after everything Shannon put him through, he still managed to treat my son and me with kindness and patience when it was our turn to check out. He was calm and professional and even managed to make us laugh, which was a welcome relief after witnessing such hostility. Shoutout to him! He handled the situation with far more grace and maturity than most adults would. We need more people like him in the world — and far fewer...

This store location is very small, and you do feel like your walking on eachother trying to look at things. However, my review is not about that. My review is on their B/S exchange policies! *(at this location it least) It's no wonder everyone virtually shops at Best Buy or Walmart. There you don't need to give a 10 minute speech, of an exchange you want to do on a product you just bought 3 days ago, that's not working properly. I totally get the whole open game policy, which is fair no matter where you shop, but if a $600+ console isn't working properly only after 3 days, don't make the customer feel like a criminal for an exchange on the same damn thing, as you take your full written statement on it (literally). You go to Best Buy or Walmart there's no song and dance like EB. Things that matter to Best Buy and Walmart for exchange/return is that your within your exchange period/ have all the contents that it came with/ a very, very brief description of the issue, and of course your receipt, that's it (simple and fair). All you should expect to hear from Best Buy or Walmart is, "did you want a refund or would you like an exchange?". You buy stuff at EB say goodbye to a refund, that's their money now, no matter what that receipt says or what you bought. If you want an exchange be prepared for a lengthy description on why you need to do an exchange. Anyways, I had to exchange a xbox one x console (1st exchange) which they did, but I get home and at the top of the receipt and to my surpise, it now says, "No return/exchange on opened product". This console exchange, staff had opened in-store without asking - so did I have a choice? Because I don't have a crystal ball for things that can become defective after 2 or 3 days nor x-ray vision for maybe a scratch, I'm now SOL EB? If you are going to change your policy on an exchange within your receipt, make sure the customer is AWARE of this VERBALLY, before you open the product, and before the customer leaves the store. However, you were sure to remind the customer of your overpriced warranties hahaha! To note I bought the NBA 2K19 edition - I brought everything back including the game. Do I get an exchange for that one...No! Just the regular xbox one x console (maybe I'm a collector of special edition packaging too). So that leads me to ask EB, what happens to those who might end up buying a defective xbox one x white edition console next month, that includes a game? Do they get screwed by you too, and end up with a regular xbox one x console if any issues arise??? In future, I'll be sticking with Best Buy and Walmart. On a side note, EB stop opening your new games and selling them at full price!! That has to be one of the longest running scams of EB. I don't want your shrink wraped games pond off as new, nor a game pulled out of a sleeve...

I went there yesterday and it wasn’t busy at that time. The three people working didn’t greet any entering customers or tell anyone about the store-wide promotion (I found out about it later online), they just stood around talking to each other at the cash. It’s technically bad customer service but I don’t care that much about that honestly and wouldn’t have left a review about just that… it’s Saturday, do your thing.

The thing is they were talking really loudly and complaining about customers who talk (?) to them, saying things like: “Here’s a thought. Are you going to buy anything?” And: “If you’re not behind the counter, don’t talk to me.” They were saying it SO LOUD too. Their whole conversation was just really negative and really loud as if they wanted people to hear them (this store is tiny and otherwise quiet). Obviously, no one asked them for help with anything.

It felt suuuuper uncomfortable being in there. And I feel really bad for the customer(s) they were talking about. Imagine getting Regina Georged because you checks notes talked to someone who works...