GameStop — Local services in Matthews

Purchased a PS5 on 2/5/23 from this store location, which is exactly 9 days ago. The gaming console had a defective fan, which ran continuously, and made a loud buzzing sound. Arrived at the store today with the PS5 in the original packaging, along with the store receipt. The employee would not refund my money and would only allow for an exchange, DESPITE the clear policy stated on their website, as noted below:

"We value our customers and are committed to providing quality support when things do not go as planned. You have fifteen (15) days from your in-store purchase or receipt of shipment of a new item, and seven (7) days for a used item, to exchange or return, unless noted in our exceptions." We will refund the purchase price and applicable taxes and fees to the original form of payment or provide a replacement."

In addition, the actual receipt states the following: " Defective merchandise can be returned or exchanged within the return window."

To say that we are completely disgusted with this store and it's handling of this matter, is an understatement. GameStop will NEVER see another dime from us again. Hopefully this review will serve as a major warning to others who may consider...

I was looking for a Black Series Darth Vader helmet and could not find it at any of the locations within 100 miles. But the system kept showing that the Matthews location had only one left. So I drove 40 minutes only to be told that if it was not on the floor, it meant it was sold. The young man was a bit rude and seemed bothered that I asked questions about the product. So, I left. I forgot about it and resumed my search a couple weeks later. Once again, I was being told Matthews had the helmet. I called the store trying to figure this out. A man by the name of Mike decided to help. He went to the back of the store and searched for what seemed like 25 min. All the while, Im on the line hearing him move boxes and telling me to bear with him. He finally found it! Turns out, it was on 2 day hold since 2022! He set it aside for me and it took me an hour to get there. Mike went above and beyond. Such a nice fellow and I'm happy Gamestop have people like him. Mike is awesome....

Gamestop is definitely far from a great customer service company and honestly I stay far away from them most of the time. I decided to give GS a shot tonight, see if maybe this was a location worth supporting. Nope. I browsed the used game section and found what I wanted. There were two boxes, one original game box and one with their crappy printed out paper. I picked up the original box as that's what I wanted. At the counter the lady put the original box behind the counter and pulled out a crappy printed box. I told her I wanted the original box with the used label on it and she said "We only give those to customers when it's the last copy." Excuse you? If it was purely for advertising purposes then you wouldn't also put the crappy box on the shelf next to the original. The original box had a used sticker on it, meaning it was intended to be sold as a used game box. That's the box I wanted and was denied. GS, your customer service once again proves to be the bottom...