Gamestop Corporate Office — Local services in Grapevine

This is a long story about how GameStop has given me the worst customer service experience I've ever had, and ended up with me not receiving my console. While I did eventually receive a refund, it was not what I wanted or what we had agreed upon, was never communicated to me, and they would not refund the other pieces of a bundle that I could not use as a result. See themes at the bottom for the takeaway message without having to read the entire scenario.

3/26: I purchased this in a bundle, and paid for expedited shipping that claimed 2-4 business days. 4/2: [5 business days later] I received the other items of the bundle and a box that was supposed to contain the console, and the console was not inside that box. I called that day; after 109 minutes on hold, was hung up on because it was past their business hours. 4/3: I called again at 9:01am. After being on hold for 52 minutes, I was told that they would need to "investigate" and would get back to me in 3-5 business days. 4/10: [6 business days later] I called at 10:41am, was on the phone for 302 minutes. After about 4 hours on hold, I reached someone that said that they would have to transfer me to the people doing the investigation. After about another hour on hold, I accidentally pressed my Bluetooth headphones such that they hung up the call. I called back soon after, was on hold for 112 minutes, and was hung up on for being after business hours. 4/16: [Business day 10 since previous claim of 3-5 business days] Called at 10:56am, on hold for 148 minutes, told "it should take 7-10 business days, and let's not count the day you called, so you should hear back by tomorrow" (so today was actually business day 9 according to them) 4/21: [Business day 12] Called at 9:00am, was told I'd have a replacement shipped and it would arrive to me within 5-10 business days. 5/5: [10 business days since previous call] Called at 9:30am, on hold for 30 minutes, told that they were issuing me a refund and I should get it in 4-5 business days. I said this is not what we discussed, and not what I want. Representative told me that I would be contacted in 5-7 business days, to which I stated that I don't trust this since they have not once honored their "X business days" claims. Rep said they were going to prioritize my concerns, I was being escalated, and I definitely would hear back within 5-7 business days at the latest. 5/15: [8 business days later] Called at 9:00am, was told they had processed a refund between the 4/21 and 5/5 phone calls. They refunded me the amount for the bundled console. I expressed disappointment that they never contacted me about this, especially considering that I now have games that came in the bundle (and ones I purchased before it arrived) that can't be played. They said that because the games were purchased over 30 days ago that they cannot issue a refund on those. They refused to make any other effort to apologize for their continued mistakes or to ensure that I could even obtain the system I was attempting to purchase, including crediting me enough money that I could buy a non-bundled console at an open location where it is in-stock.

Themes: -GameStop will make timeline promises they cannot or will not keep -GameStop will take no accountability for wrong orders or mistakes -GameStop will never contact you to resolve issues, you must always waste your time calling them and being placed on hold (this process landed me a net 12.5 hours on hold) -GameStop will change delivery promises you mutually agree upon without communicating with you -GameStop will not work to provide a great...

Had I read the dozens upon dozens of complaints across the Internet that exist concerning dealings with GameStop I would have been more careful in dealing with them. Instead of doing research first, I made the mistake of placing an order with them. Now I am in the same predicament that hundreds of others have found themselves in.

On Thanksgiving Day I ordered a PS4 Pro online from GameStop. Never have used this company before, I did so because of a special deal they were running. After completing the order, I saw a better deal on BestBuy's online site.

I tried to cancel the order from GameStop. Thing is, there is no way to cancel an order. From what I found out later, the company makes it absolutely impossible for customers to cancel and order once placed from them. There is no email link to write customer support anywhere on their site. There is a toll-free customer support line which I will talk more about in a moment. The only other way to contact tier-one support is via an app that one must download on their mobile device and then select FEEDBACK. GameStop makes it as difficult as possible to reach customer support.

I did send support a ticket via their app, and on Thanksgiving day I received a reply saying my order could not be stopped. Now, think about this. Nobody works the warehouse on Thanksgiving day. There is no way my order could have been packaged and processed --- especially since GameStop explicitly states that it takes one day for order processing.

So, let's talk about their toll-free number. I called four times during Thanksgiving day to reach someone. On each call, I was on hold for 70 minutes until I finally hung up each time.

I finally get through to GameStop support the day after Thanksgiving. On this particular call, I was on hold for 75 minutes before an operator answered. The operator was rude. Even though my order was listed as still being "open," the day after a holiday, the operator told me that my order was already packaged and being processed for delivery.

As I sit here and write this complaint, now 3 days later, my order is still listed as being "open." It has not been shipped. I have not been provided with a tracking number. This is a simple case of GameStop not wanting to stop the order and making the customer go through the process of returning the item.

If anyone thinks that my complaint is unfounded, I invite you to Google "GameStop complaints." You will be amazed just how many other customers experienced the same issue where within an hour of placing an order with the company, GameStop refused to cancel the order. In fact, complaints across the Internet cite rude and uncooperative customer support.

Some customers are even complaining that GameStop makes it impossible to return shipped orders as they put no return address on the package. That's something I cannot confirm as of yet, but will be watching for as I plan to refuse my shipment.

It just amazes me that this company is still in existence and has been allowed to treat customers in this manner.

I will be posting negative reviews on the Internet as well as updating them with any additional issues I experience with this company. I will also be filing a complaint with the Better Business Bureau.

Once my charge hits the credit card, I will be putting a stop to payment. I am not even going to allow the company to collect a dime off of me. They will get their package back one way or another, but I won't be...

Just had the worst retail experience in my life at Brainerd Game Stop. My son and I ordered Pokemon PrismEvolution card sets and also a tin about 4 months ago through the Pre-Order program. Paid for a portion, called last week to confirm it would be this Friday (today) and guy over the phone on 2/12 said it was Friday. I confirmed that my Pre Order would be there and he said yes they set them aside and the manager calls if not picked up on Friday to remind. I got there today at about 6pm, as I was standing there the same guy I talked to on the phone on the 12th was helping a friend and talking about the great card features of the EV set. He said they didn't have any left if that is what I was there for. I told him I had what he had but mine were Pre Order, he looked down at his friends purchase and said Ooops, then collected his payment. He continued to talk to his friend and ignored me. Finally, he said he knew nothing about my PreOrder and told me he didn't know they had such a thing and where they would be. After I asked him to he pulled up my Pre Order and said they are all out and his manager called in sick and she has never told him how to do or where he would find Pre Orders. The he walked to the Pre Order drawer and said it wasn't there. Then he said there was a ton of boxes in back, then he said they didn't get the items I had ordered in yet. I told him it was the items he sold his friend. He said he didn't know. I informed him I drove 2 hours to get my sons order. He got very frustrated and he said he would have the manager call but they are coming in a different day. I left the store and called 4 other stores and they all confirmed the Prism Evolution came in today. I called the guy back at the Brainerd store and said that I was just in the store and I called 4 other stores and they said all the orders should be in and how is this going to be handled because I watched him sell my order and he continued to do so even after I said it. He started yelling at me and said that he worked all day and has worked hard all day and he doesn't need me to ask him about Pre Orders or anything else and he will figure out how to handle it. I told him I was concerned because I drove over 2 hours to pick up a pre order and now I have to drive back up from the cities. He screamed and me and said he doesn't have to talk to me and he doesn't need me to ask how to handle it and he hung up on me. I was perfectly calm but his response was literally the worst customer service I have ever received, for confirming that there are not other orders coming from the other stores I was very concerned. I waited 4 months to watch a guy sell my items to his friend that was in the store hanging out with him and chatting? What is that? Why would you allow employees to do that. You have collected my money and a week earlier the same guy confirmed the Pre Order process on the phone with me. Sold my childs cards to an adult, you have crushed my son since he waited so long and I had confidence in getting the cards so he has been waiting for his Christmas present. HORRIBLE service. So you have to be the friend of an employee to actually get what you have Pre...