ABU Games — Local services in Garden City

They are completely unethical and I say this because when confronted with their "mistake," they do not apologize nor offer to make it right, but instead go on the attack, even against long-term, well-known customers. The only explanation for such an inappropriate response, by management, (as any parent will tell you) is a guilty conscience. Our experience: Having an over abundance of MTG cards, my boys and I collected some up into bundles of 100 and came up with over 8K cards. My son called ABU to ask about bulk trade, and they told him $4.25 in credit per 1000 cards, excluding lands and tokens. We boxed up 8K, took them to ABU, and the boys took them in. Twenty minutes later, my son comes out and tells me there were only 7K. Going into the store, I talk to clerk #1 who points out the cards set out in the store's boxes, and tells me, there were only 7K. I disagree, pointing out that I had helped bundle and repeatedly counted the bundles and there were 8K. Where are the bundles? He tells me, the store takes them apart, and 'counts' them by how many fit in these boxes.

Clerk #2: 7K, she agrees. She points out the boxes. They both tell me, one box holds 5K, which is full; the second box, 3/4 full holds 1K. That, they explain is the 7K, at $4.05 per 1000. This is making no sense. I ask to speak to the manager. The manager comes down, Matt. No, apology for confusion, error, mistakes, , etc.or how he'll make it right. He just tells me we will count the 8K. Seriously? Unbundled? Now, Matt knows my boys, knows they come to the store spending money 1-2x/ week, but does not acknowledge this or them, but just assumes they are lying about bringing in 8K, that I am lying about it being 8K and not 7K and for the sake of $4(!), immediately gets his back up.

I tell Matt that we have spent a week sorting, counting, bundling and boxing these cards. I have counted and recounted the bundles, there were 8K cards. I point out what clerks #1 & #2 have been telling me about the boxes, how their 'counting' method is whacked because the displayed boxes don't even add up to the proposed 7K, much less the 8K we brought in. Matt looks at me, and says, "You know what, we just won't take any of your cards." Fine. Good response, management. Completely the right way to handle dissatisfied customers. Especially ones that spend up to $2K/ year in your store. (I looked it up) So, we regather our boxes. We sit at a table, and we recount and rebundle 8K cards! When we reach 7K, I have clerk #1 send for Matt. I point out the 7K bundled cards, and the huge pile of cards we still have left to bundle. Still, no apology. Matt states, it is MY fault (!), that he came down intending to give us the $4 discrepancy, if only I had not challenged the honesty of his employees. I inform Matt that two of his employees challenged the honesty of my boys, and then me, and that when I called for management, the correct response should have been apology and appeasement to the customer. I pointed out that it's obvious their 'counting' method is very inaccurate, and that they should know this, and acknowledge it with an apology NOT aggression. I believe the aggression is due to the fact that ABU KNOWS they are shorting customers. Knowingly taking advantage of people who too often have difficulties handling social situations. Yes, Matt, NOW I'm calling you dishonest. Knowingly dishonest, it is the only explanation for your hostility, aggression, and blatant disregard for customer relations; refusing, even when the proof is presented to you, to apologize and make right your store's 'error.' And, why did I make such a fuss about $4, you wonder? Several reasons.

1. mother bear instinct
2. my own work and word are being challenged after hours spent getting this batch together
3. personal retail customer service experience: the customer is always right
4. ethics. This cannot be the only time this has happened. How many times have they bullied people into taking less than they know they deserved, and the customer taking it, just to keep the peace? Shame...

Was not Impressed with this stores employees. While they have a huge selection of games. While there I heard an employee telling a mother with a young son that was trying to ask a question that he would be happy to answer her question if he didn't have 15 people in line. When she had waited in line to ask a question and 15 people was a huge exaggeration of number of customers behind her. Despite this me and my husband found a Zombies Ultimate Collection box for 50$. Thought this was an amazing deal since it normally sells for 200$ So we just assumed that they had a special. The game was on a top shelf so when we told the employee we were interested in purchasing it and he started saying we would have to place an online order then come pick it up. We explained that we are from out of town so this was not really a practical option (this was also the option given for magic singles that my husband wanted to purchase so we are better off just ordering off tcg player). So after asking another employee very whining like if he could even sell that copy of the game, the other employee explained to him that he had to get a step ladder in Hallway to get it down. So after he got the game and we were getting ready to pay my husband noticed there was no wrapping on it, so he opened it up and noticed that there were no games inside which is what the box is supposed to contain. Just a bag of hearts and bullets and the soundtrack which is only a portion of what was supposed to be in box...nowhere on box did they put that they had cleaned out most of what was in box and selling as only a storage box. Instead the one employee just wanted to argue to my husband that this is all the box contained and that most companies are doing this now. My husband explained that he knew there are storage boxes for games but they say storage box and thet say "do not contain" and not "contains" which this box clearly did. This employee went off for several minutes about how ya he hates how they worded it but that doesn't mean that it contains those products....Ummm no that's the very definition of contains. After still arguing with my husband he said he would look it up. At this point we had decided not to buy product as it was not what we thought and we where not paying $50 for a almost empty box. As we were leaving employee wanted to tell us that ya that box should have had everything in it but it must have been a demo that they took everything out of. If that is the case it should have been listed on tag. If my husband hadn't looked inside we would have bought a $50 box and soundtrack cd. That is horrible treatment of your customers. Will...

Prices are not great. Prize structure is not great. Tournament appeal is awful. One toilet for 200 people. Waited 20 minutes in line to enter a smelly bathroom during round one. The MtG judge was not a benefit to anyone, including he T.O. I asked what the prize structure was, and he asked who my final round opponent was, and then went and talked to my opponent about the judges role in collusion. This was my first event here, and I assure you, I will never be back. Having been a judge, I can assure you I was not even close to collusion. Yet this judge wanted to accuse me of it in the undefeated bracket. I reiterated that I am just curious about the T.O.’s prize structure. After a couple back and forths, he let me know that someone with 7 or 8 points receives the exact same prizes as someone with 6 points. And I should know that a draw isn’t worth anything. Well, you’re wrong. And pushing misinformation to your customer base. If you buy he prerelease kit and take it home, you charge $25 and give them 2 boosters as prize support for a nonexistent tournament. By paying you $25 and playing in your event, you only award 1 booster per entry, why are prizes better for someone with zero points. You are punishing your customers for playing magic the gathering, you are encouraging people to just take extra prizes and skip the matches. Quite the opposite of Magic’s intentions. I will be reporting to wizards of the coast that your judges use nepotism and you all encourage players to skip playing the game in exchange for monetary rewards. I highly regret buying a modern horizons 2 set booster box for $30 above Market price 2 hours earlier. Would love to come in and return the still sealed box and get a refund and just forget about this place and experience altogether. I’ve never seen such ignorance about magic behind a magic counter, they are hiring. They were training someone during the release event that clearly had just heard of board games before, was probably shocked that Parker brothers and Milton Bradley even had competitors in the market. Seriously sophomoric experience, I am not sure how ABU got started, but at this point, it’s Frankenstein’s Monster. It’s too big to fail and seems unmonitored, the profits are so large, according to the staff, that they can make $100 mistakes and nothing comes of it. Sophomoric. The owner/s have let this become awful. And seriously, one toilet for 200 people. During a...