GameStop — Local services in Brookside

I purchased an Xbox series x from this GameStop location September 16th 2023. One month and two days later the system bricked on a drive error while trying to update. I now know and have educated myself on this unfortunately fairly common issue with the series x. I followed the troubleshooting steps on Microsoft’s website to no avail. The first suggestion upon failed troubleshooting was to contact the retailer which I did on Wednesday October 18th. This is pertinent because although I am aware of GameStops 30 day return policy I was looking for some assistance with the extenuating circumstances in mind of a brand new system a month old failing. I have been a long standing GameStop customer and also have a background in retail management and understand policies are in place for a reason however with customer service in mind these can be manipulated depending on the circumstances. Now I will say I had 2 very nice and professional conversations with assistance manager Corey however, Shawn the store manager would not speak with me over the phone even though he was very familiar with my issues from my calls the past 2 days. That in mind, I was also instructed to speak with Shawn by 2 different staff members. Corey got back on the phone with me and said Shawn was “too busy” for me and will not talk. Egregious behavior by a leader in retail as far as I’m concerned. Much to his credit Corey did present a solution of taking the return as long as I had the original box of which I told them on each of my calls that I discarded after I set up my new console. I’m not looking for a handout in this pursuit. I am just upset GameStop does not stand behind the products they sell. I asked to escalate this conversation to a district manager and they told me they are “not allowed” to provide any contact information for GameStop corporate. I am sad to say after 30+ years of shopping at GameStop I will no longer give them any business again. I am also saddened I have to take time out of my work day to put this together in an effort to get the attention of someone in the corporate office. My frustration does not lie with Corey or the store associates who I spoke with several times this week but the simple fact I got a lemon of a console and the store manager “didn’t have the time” (I was instructed to call and speak with him) to even give me the respect of telling me himself. I encourage anyone looking to make a big purchase of a console to just order it on Amazon like I should have. $500...

My friend and I went to a GameStop retail store at Christiana Mall in Newark DE at 11 am today (Nov 9). There were barely any people in the store. We were going to trade in a game and purchase another game. When it was our turn, the employee (named Vincent) put us on the side and let 3 other people behind us to cut in front of us. We waited for 30 minutes for the people behind us to finish. When I asked the employee why he put us on the side and let 3 people behind us cut in front of us, he said our transaction would take too long. The reality is that I put a stopwatch on my phone. It only took 3 minutes and 35 seconds to finish our transaction, while it took us 30 minutes to wait for the people behind us to cut in front of us. These people each took a lot longer than 3 minutes. Therefore, that employee’s reason for leave us aside waiting is completely absurd. Besides, first come first serve should be the common sense regardless how long a transaction would take. In the end, when I ask for the employee for an explanation, I was clearly not satisfied with his excuse. I said I would contact corporate. His response got a lot worse and started yelling at me and said “Go call them” in an extremely rude and loud manner.

As a background note, I am Asian. I simply cannot find a different reason other than being discriminated to explain what happened to me today. At this special time, racial discrimination is a rather critical issue. What I experienced at your retail store is completely unacceptable. I hope your company will take its responsibility to address this complaint very seriously. I hope to believe that this is just an individual employee’s bad behavior. But only actions at the higher level would convince me that the single employee does not represent the company.

My friend has been a GameStop customer for 8 years and is a Pro Member. Our experience today made him seriously doubt whether he should be a customer anymore. As you know, negative word-of-mouth spread very fast. I hope this issue can be well addressed before the words spread...

I really wanted to give this store the benefit of the doubt but they've proven they are awful. My husband went and preordered a game in February as he does every year. Game was released and he wasn't able to go pick up for a couple weeks after it was released. Mind you, this game comes out every year and he never is able to pick up within 48 hours of the release date NOR has any associate at this or the other two stores told him of this policy. We go to pick up the game and pay it off last week. He's told someone sold it. We paid it off because they said we could and they'd have it in within a week. For the past two days we've called the store multiple times during normal business hours. Never an answer. Its been a week, no call. My husband had to go to a different GameStop for the game, drop another $100 and now we have to go back to this store for the refund. Complete waste of our time. Awful customer service. Not only should you tell a customer of this 48 hour policy upon putting money down to hold a new release but if they don't do that, knowing the customer put money down, before selling it, they should call the customer and remind them 'hey, you have a preorder here. You need to pick up or give us a call or we will sell it' but...