GameStop — Local services in Cumming

So incredibly disappointed in the store. I purchased a refurbished Xbox Series X on 08/16/24 because they did not have any new ones in store. I purchased the Xbox with May the assistant store manager. I was assured that all systems were tested and if I had any issues I could bring it back within 30 days for a replacement/refund versus the the usual 7 days since I am a PRO member. I also purchased the additional one year replacement. Well low and behold, we get the Xbox home, unbox it a couple days later and it's defective. It will not load any games at all. So I called the store on the morning of 08/24/24, 8 days after purchase. I spoke with Chris on the phone and explained that the Xbox is defective and I need to return it. He assured me that that's no issue since I am a PRO member or I can even swap it for a new Xbox that they now have in stock and pay the difference. We get to the store and speak with May, the manager who originally sold us the console. She would not allow us to return the device because we were out of the 7 day return period, even though I'm a pro member. I did not want another refurb console because of the issues with this one. She refused to sell us a new one for the difference and would only have a pre-owned console shipped out to us. She also went on to say that they do not even test the refurbished consoles even though she told me otherwise to begin with. I'm now out nearly $500, no console and a manager that is absolutely refusing to do anything to rectify this situation. I explained what Chris had told me on the phone earlier that morning and she said that she knew what he had said because she was listening to the conversation and retrained him after the call ended. Why did she not take over the call and correct him? Or call me back? I feel like being the manager on duty as the store manager was on vacation she could have done something considering we purchased a defective device, pay for a pro membership for the extended return/ replacement window and were literally only 1 day out of the usual 7 day period. She even made it seem like she was doing me a favor by swapping the 1 year warranty that I paid for to the new device instead of having me repurchase it. Now I have to depend on USPS to safely deliver a console which is already a toss up and hope it arrives undamaged and wasn't defective to begin with. I don't believe she is the correct choice for a manager because she absolutely refused to do anything to rectify the situation and was passive aggressive during this entire conversation. I am a firm believer that the customer is not always right, but I would think that after all the misinformation, and defective console that she would try to do something. Update: I received the pre-owned console and it was missing parts and filthy. I spoke with corporate and they gave me a return slip to take to the store to get a refund. I called to make sure I would not have any issues and May still refused to refund me, even though corporate stated otherwise and only offered another swap which I absolutely did not want. Corporate did step in directly but ended up only giving me a gift card refund even though they stated otherwise. I'm entirely disappointed with how this situation turned out and I hope this is a warning for everyone to not buy consoles from GameStop, because they have incompetent managers that will refuse to make the...

This GameStop is infuriating.... My wife and I got a refurbished Xbox series X and got the protection plan on it... So when we got it home the first game we downloaded appeared fuzzy, spikey, and I kept falling through the ground... So I was thinking maybe it's the game. So I decided to download three other games to see if this issue might be self correcting. Because we have Windstream Internet it took us a couple of days. But we got the same results. My wife called ahead to see if they would return it and they guy on the phone said yeah, no problem bring it in for a return... Then we get there and instead of calling us back or sending us an email... May "assistant manager" said yeah I heard him say that and he was wrong .. so we explained that we were in the 30 days and they guy said we could bring it in... And May said "nope, I can't return it... But we can exchange it for a pre owned one" so despite some back and forth we decided to go with the pre owned one. May said that Pre Owned is better because someone at the factory tests it before shipping it out so it will be in great condition... So it gets to my house, (we had it shipped to us) and there was no back to the controller and there was skin flakes on the sticks... So we get in touch with cooperate and the agreed to send us a return slip so we can get a return and despite having a return slip... May said she STILL will not give us our return. So corporate asked us to send it in to them for a return. The way I see this is, the return/protection plans are useless, the "power card" member BS means nothing, and these kid Managers can't do anything to help. I never buy stuff from GameStop. I usually Amazon my stuff or Walmart/Target. But, we were hoping to save a little bit and gave GameStop a chance and they let us down with there poor in store customer service. I will continue to use Amazon and Walmart/Target as my go to places for consoles and games. Corporate has already fixed the problem but there is no way I will ever be returning...

We came in yesterday to have our ps5 and two controllers looked at for a possible trade in. We did not have high hopes for it since it had been on the shelf since the slim version came out. The issue was not that the trade did not happen. The issue was the associate that wasn't even the one helping us. Chris was rude to us, to the other associate who came from a different store to help out, and rude to other customers. He would continuously stop helping his customers to come and redo things our associate was helping us with and to go out of his way to be mean. At one point the associate did ask Chris about which barcode to use and Chis stomped over to him to take a binder out of the drawer and slam it onto the counter. He flipped to the page and pointed to one of the codes and held his finger there like training a dog. Our associate handled all the jabs professionally. He did not deserve the treatment from this guy at all. Chris also went out of his way to be rude to a family about purchasing a ps5 and tried to upset them on items they didn't need and even lost a sell because of it. He was not listening to or caring about the customers actual needs. He also made jabs at us about the condition of the ps5 we brought in, but I'm way more upset about his whole attitude in general and that the helping associate had to smile through it all. I would definitely suggest looking into his position with the company. Maybe fast food would be a better...