GameStop — Local services in Fort Wright

Gamestop has fallen so far below where it used to be. This store is the nail in the coffin for me. I went to two different stores on 3/10/20 and made purchases at both. At the first store they were friendly and offered to renew my membership with my accrued points, so i did that. They told me an item i was looking for was at the Ft. Wright store (3455 Valley Plaza, Ft. Wright KY 41017). At that store I made a purchase and the employee who wrung me out (her name was Samantha) looked at the screen confused and said she'd never seen this before but i have on my account a coupon for a FREE (remember this) 1 year extension to my membership and Game Informer subscription if I want to use it. I should have known by the confused look on her face and her hesitant tone not to engage further but I had pointed out that I just renewed by membership and subscription earlier that day, so why would I be getting an offer the same day to extend for another year? Again she stared at the screen and shrugged and stumbled through the explanation something pretty close to "well, it expires at the end of the month, so it's up to you if you want to use it, I, um... think... well... I guess, um, do you want me to use it..?"

I wish i had just abandoned my purchase at that point and left, but i told her to go ahead. She then "explained" to me how she didn't have the latest copy of the magazine to apply the coupon, but she thinks it would work with an old issue, and it's ok she's got one. I was now just as confused as she was, and had no clue what was going on or if she knew what she was doing.

She gave me my total and I paid out and left. I didn't look at my receipt closely until i got home, and noticed there was a $5 charge for a past issue which i did not have in my bag and didn't want. I called her at the store, and again, the confused stammering tone, and eventually telling me its my fault because i prefer the physical copies instead of digital. I asked her if she had meant to say when this all started that I have a coupon for a free digital digital extension but it would be $5 for physical (which I would have said no thanks). I think she realized that saying "i don't know" and "i'm, Um... not sure" wasn't going to satisfy me so she went with "I'm sorry about that". I said, it's not a problem, can you just remove that purchase and give me a refund? Of course now I'm stuck in the GameStop web of "the computer won't let me do that" or some nonsense.

She game me a customer hotline to call, and I get the runaround from them for about 10 minutes before they themselves say "my system won't let me give you a refund, you'll have to get that through the store".

I called the store back and spoke with Tyler (who may be a manager, but he never clarified). Tyler didn't seem confused as Samantha, and understood that I wasn't given a clear explanation before I agreed to the extension, but repeated that "the system literally won't let me give a refund". He offered store credit, and I get it that some would say it's "just $5" but I'm so mortified that Samantha didn't understand what she was offering me and didn't explain, notice or know ahead of time that the physical subscription extension would cost money. Remember, she had said I had a coupon for a "FREE" extension. I thanked Tyler for his help, and said I'd be in the store. After I hung up, I tried the hotline again, more just to leave a complaint that I'd been baited-and-switched (not by clever chicanery but by Samantha being confused and apparently their computer system not allowing staff to fix a mistake). This person on the line seemed more interested in helping me, and seemed to think a refund was entirely possible. I told him what Tyler had said, and asked if I could get a refund, does that mean I don't have to go in to the store, and they just refund my debit card. The man on the line said he thinks that's the case, but he'd call the store and clarify, then call me back.

I have not received a call back or my $5 refund. Guess I'm done with GameStop. I'll buy at Amazon, Target...

The big bald dude, speculated that we had a pair of switch controllers that were stolen a couple days ago from this location. He speculated it was us because the controllers we brought in were in new condition because they were taken care of. I told him to look at the cameras and he said he did and that someone came a couple days ago and stole a pair that looked the same. All based on speculation, we did not come to this location at all prior, he did not show us evidence that it was us or related to us. We had been waiting for 45 minutes in store, we walked in with the switch controllers that we bought a year ago from target. We take care of our technology, and recently bought the new switch, hence why we came to see if we could trade in these old controllers for at least some in store credit. There’s was no correlation to us being the “thieves” nor were we even at this location at all for any period. I will be putting in a formal complaint and you better have those camera tapes on hand to show any “proof” that we were the ones that did anything you were accusing of. This is the most ridiculous situation I’ve ever been in. And it’s really disappointing that instead of just saying you’re capped at what you can trade in or buy for that day, you make things up. Nothing correlated us to any theft, the only thing you could pick out from us is that I’m a brown Mexican…. In these times, racism is truly the only explanation to make up something like this and excuse someone of theft out...

DO NOT PURCHASE FROM THIS GAMESTOP!!! ( Or any if this is how they treat customers) --- Bought a Refurbished PS3 and it kept freezing on games, I called The Gamestop where I purchased in Fort Wright, KY 31 days after purchase and there was nothing they could do for me, I asked to return it and go ahead and purchase a brand new one and I would pay the difference for a new one, after consulting a Supervisor I was told " unfortunately there was nothing they could do for me" so I went to Walmart right next door and purchased a brand new one for much less. When I was at Walmart they told me they get they get people like me in all the time that Gamestop has railroaded. The girl at Gamestop did say that I could call the general manager but I would get the same thing so I figured I would let everyone know how they really...