GAME HOARD — Local services in Toronto

UPDATE

This kind of reply speaks volumes about how you view your customers. I want to be clear, nothing was done on your end beyond what you are legally obligated to do. Which is to provide a refund for a game I did not order. That is not above-and-beyond customer service. That is the bare minimum.

This isnt “revenge” or what I would call anything excessive. I was told that a small gesture of goodwill would be extended by your own staff for the inconvenience.

I’ll also note that I have not yet received my refund, so no, I will not “leave you alone” until my money is refunded.

This experience has been disappointing at every turn, not just because of the initial mistake, but because of the way I’ve been spoken to and dismissed when trying to resolve it.

I rarely leave reviews, but I felt compelled to share my experience so that others can make an informed decision.

I placed an order for two games to take advantage of a promotion: buy one, get the second 20% off. I also received a 10% discount code sent to my email while shopping. However, after placing the order, I received a shipping confirmation showing only one game, the second one was apparently out of stock. That’s understandable, but what upset me was that both discounts (including the one for the item I was getting) were removed without any notice or option to select a replacement. I had to follow up myself to eventually get the 10% discount reinstated.

Unfortunately, it got worse. The game I did receive was the wrong one entirely. Wanting to resolve the issue, I visited the store in person. The employees there were kind and understanding and told me to hold onto the game, saying the online store would handle the issue and offer a gesture of goodwill for the inconvenience. I appreciated that and waited to hear back.

However, customer service did not follow through. There was no gesture, no apology. Just a message telling me to go back to the store again to get a refund. Keep in mind, I was already in the store with the game the first time, ready to return it. I’ve now wasted even more time and effort for what should’ve been a simple fix.

What made it even more frustrating is that others have been offered prepaid return packaging for similar issues (as seen in their Google review responses and confirmed by store staff), but I wasn’t offered the same consideration. Instead, customer service sent me this response, "If our inability to fulfill orders for high-demand items is a recurring concern for you, we respectfully suggest refraining from purchasing such items on our website".

That line alone tells me everything I need to know about how they value their customers, which is to say, they do not.

I will also say, I sent an email back expressing my disappointment in their customer service and explained again to them that I was told by their own staff that I would not need to go back into the store for my refund and that I would be sent a pre-paid mailing package and this was their very short, flat response, "“Hi Adam, Please return the game, and we will send you a full refund promptly”.

No acknowledgement of the inconvenience, no effort to stand by what their own employee said, and certainly no gesture to make up for the time and frustration they caused.

I understand mistakes happen. But good customer service is about how you handle those mistakes. In this case, there was no ownership, no consistency, and no genuine effort to make it right. I would strongly caution anyone considering purchasing from this store, especially online. If something goes wrong, expect minimal support and no regard for your time.

Thank you for taking the time to read this review, I apprecaite it. You have done more than what customer...

DO NOT BUY A THING FROM THIS PLACE. ALL THE REVIEWS ARE TRUE, THEY LIE! THERE IS NO FAST AND FREE SHIPPING. IT WILL TAKE WEEKS!!!

I placed an order for a repo copy of Pokemon. When I place the order the only option for delivery was fast and free which said 3 to 9 business days for delivery. After 7 days of me not getting my game. I emailed asking where my game was or if there was tracking. They said you should have picked The option where you can have paid for more express shipping. I screenshotted them saying that their website doesn't actually have that. They acknowledged it and said that my game should arrive within 4 to 9 weeks.

If you look on Yelp, this is one of the most poorly reviewed companies out there. Do not give them any of your money. If you want to buy anything, go somewhere else. Buy off Facebook market. Heck even a pawn shop.

UPDATE.

I have gotten an email blaming this on Canada Post being back logged. Anyone remember when you shop on any other site you would have a disclaimer saying that your package may take a while longer due to back log?

To the owner, don't tell me how I would spend my money. I would have gladly spent the extra bit of money if you had the option to because I'd rather have security and peace of mind, not to mention I'm helping a Canadian business in the process. Don't assume people won't spend more and use that as a tool to come back at a customer. Hopefully my package arrives in the "few weeks" *months" at my door step.

UPDATE 2.

The who I have to assume owner of the company emailed me asking if I would pay for premium shipping he would give me another copy of the game I already purchased, that is somewhere in Canada posts hands. My response was how about you send me the game and pay for the shipping and when the original game eventually shows up I'll send it back to you through canada post. I was then called a few choice words and he had to brag about how many customers he gets and I'm trying to black mail him. I did not approach you with this offer you did. I then responded with how this whole thing is based on his company not being transparent with their policies. Just like COUNTLESS yelp reviews have said as well. Game has yet...

I walked in with my girlfriend and she found some very expensive items she was about to ask to purchase from a locked cabinet. She's shy so I went up to the man, sitting on his computer, disengaged from EVERYONE that was standing in the store, and said "Hi, how's it going?"... the look he gave me even with a mask on said "You're bothering me, go away.". I turned to my girlfriend and said "Let's go, you're not buying anything from here." and we left.

Similar situation happened with my brother and our cousin. They are both big game collectors and found some games they were going to purchase. My brother asked the same guy I talked to if he could leave the items he was going to buy at the front so he could look for more items and was met with a very condescending "Or you could just hold them...".

I hate big corporations like EB Games, but at least the EB Games didn't treat you like garbage when they were there. I WILL NOT spend a DIME at this store, EVER, even if they are the only game store with something I want...

Also, I wish Google would let me put 0 stars... this store deserves it...

EDIT: Obviously the owner spent little to no time reading my review if you go by their...