GameStop — Local services in Mayfield Heights

Unfortunately I wish I didn’t have to come to this but here we are. I would say my issues started happening about two months ago. I went through 7 controllers, 1 Turtle Beach Headset, and one trade in for another Xbox Series X.

I had bought a pre-owned Xbox Series X in December of 2023, all had been working fine until roughly 2 months ago. My controller would randomly disconnect from the Xbox. It would flash them vibrate twice then turn off. After looking it up online, it’s a common issue with wireless controllers and that it was reset. To this day, I still don’t know because it wasn’t properly explained to me. After the third wireless controller had been disconnected and stopped working, I decided to get a wired controller brand new. I figured I didn’t need a warranty because it was a brand new controller and with it being wired i assumed my issues would resolve. Unfortunately that was not the case and the wired controller eventually disconnected and stopped working.

At that point, i called GameStop in Mayfield to see if they could troubleshoot the issues that I was having. They advised that I should bring the console in to be looked at. When brought in the first time, everything had worked like normal. After a few tries, everything was smooth and I took it back home. After a few days, the problem persisted and they advised that I probably got a faulty wired controller. Not once did anyone ever think that this was a console issue and not a controller issue…. So I ended up getting a pre owned controller, wireless giving it one more go. That did not work and I ended up packing up the system with the controller and wanted to exchange it for another pre owned console.

Mayfield Heights advised that they did not have anymore pre owned Series X’s for trade and that I would have to go to the Bedford store. I decided against it as I was occupied with other matters that day. The next day, they advised that the Willoughby store had pre-owned and would call the store to reserve one for me for trade. I get to the Willoughby location, after a brief computer issue, the associate was able to successfully trade in the problem console with another pre owned Xbox series X.

I get home 2 days ago, hoping that the nightmare is finally over and it is not. Although the controller worked flawlessly, the controller that was inside the box was an Xbox One controller. I called Mayfield Heights, the two female associates that I dealt with last week understood my issues and were willing to accommodate for the frustrations caused. Speaking with the female employee from Monday, 6/17, she advised me that I would not have to go to the Willoughby location and that I could bring the Xbox one controller to the mayfield location and exchange it no questions asked.

I advised that I was running around all day and was tired and to see if I could to it tomorrow 6/18? She said that was okay and that she would leave a note for the CSR to handle that day. 6/18, I went to mayfield and the associate name was Chris. When it comes to certain exchanges, when you’re promised an exchange no questions asked one day and go in the next day to retrieve based on the persons word with a notation, Chris whom was not a manager but an associate, says that’s not how it’s done at all. When asked about any compensation the person said nothing happens. “The associate gets fired and nothing happens for the customer”. So instead of getting an exchange no charge I have to buy a controller with a warranty out of my own pocket since I was mislead… Also…. I went in 6/19 to exchange the controller because it had a defect on the right trigger. this guy same as I dealt with yesterday was not happy to see me. Was very quiet and quick with his words and gave me the exchange no problem but without a warranty. He says there’s no more controllers to exchange so can’t give you a warranty… Chris stated that there was not a contact for the district manager and that he was not able to provide when the manager would be in because he didn’t know the managers schedule. And...

Going to give this location 2 stars for 1 reason only. They have since rearranged and reduced their instore stock. Not sure what spured this however when you walk in it looks very empty. They use to split the ps and xb now its all on 1 wall in 1 section. In addition the used and new games are now mixed. Very disappointed in game stop. I hope they don't or better yet aren't already going...

Anyone who's been to GameStop before knows the drill. They sell buy and sell games, consoles etc. Went today traded in some stuff for some new stuff. We took a bunch of old games in as the kids wanted to get some new games that they weren't playing. The rep was cool throughout the whole process. Explained everything while checking everything. This is our go to location for hard...