GameStop — Local services in Mesa

SUPER BAD EXPERIENCE. I drove almost an hour to this location because they closed at 10pm where the other stores closed at 9pm. I went with my 8 year old son to trade in some games and renew our membership. Associate Josh advised me they could not take one of the trade ins because it was sealed and they cannot accept new games due to licensing purposes. The game was Call of Duty Black Ops which came with the PS4 we got him for Christmas, but he's not into those types of games. I asked Josh if the game wasn't sealed would they have accepted it, because how could they tell if it was used a time or two anyways. He responded by saying I could take it home, play it and come back with it. I said no problem and left without trading any games in. I returned to the store before they closed and this time the game was not sealed. The same associate, Josh, was at the counter again and I handed him the games I wanted to trade in. He immediately told me he could not accept the Call of Duty, because he saw it sealed earlier. I asked him how he knew it wasn't already used by this time since I left and returned. He refused to accept it then told me it is a City Law. I corrected him and said with all due respect that is not a City Law, because I used to work for the city of Mesa. He refused again. I politely asked if he was the manager, otherwise could I speak with him or her. He went to get his manager. I spoke with Manager, Marlin. I explained the situation to Marlin and he also refused to take my trade in. I asked Marlin hypothetically speaking, if I just so happen to have had a new and used copy how could he have even been able to tell since it wasn't even sealed when I brought it back. He actually told me that he would have asked me to return to the store with the new copy and used copy so I could prove to him I did in fact have a new and used copy. I asked Marlin how used the game had to be in here for them to accept it considering I drove almost an hour to go to their location. He told me he would not accept the game today and that I could return the next day. I would have left minutes before even speaking to the manager, but now I had to explain to my 8 year old that we had to leave for the second time without getting money for his trade in and that he would not be able to buy anything in the store. For the record the other trade ins, on the Gamestop website, added up to about three bucks. Now I want to be clear and I do not want to exaggerate my story or anything like that. Josh and Marlin were not rude or disrespectful and they did remain professional while speaking with me. But neither could tell me the policy for how used a game had to be. One asked me to come back later and the other told me the next day. I'm an adult so I can understand policies, but an 8 year old unfortunately was disappointed twice in one day by a place he loved to go to. I will NEVER step foot into a Gamestop ever again. I'd rather pay more somewhere else after this bad taste in my mouth as well as my son's. I'm sure Gamestop isn't going to go bankrupt, because of my experience alone. But hopefully this is not the direction where they're going as far as customer...

This rating is for gamestop's online contact-free/curbside service. I ordered specifically because they emailed me a promotion about their new curbside feature. It's a joke. I shopped online and finally found a few games that were available at the same location, then had to wait until the next day to pick up, even though is was hours before closing time. When I finally drove to the store to pick up the new games, I was instructed to call when I got there. Then I had to do a google search to look for the correct phone number because it's not on the confirmation email. When I finally called the store to have someone bring my games out to me, the call went directly into an automated menu, I chose to speak to a store member, after about a minute of ringing, no one answered and the automation told me to try back at a later time. So I sat in my car outside Gamestop for about 15 or 20 minutes trying to reach someone inside the store by phone. I ultimately broke down and put on my mask and went inside. From there I got to stand in line for about 15 or 20 more minutes. When it was finally my turn, the gentleman behind the counter was very polite and found my package within seconds, and had me out the door about 1 minute later. The sign on the door asks customers to limit the number of people in the store to no more than 10 at a time but there were lots more than that by the time I finally left, which was exactly what I was trying to avoid by utilizing the contact free purchasing option. Oh well, lesson learned. I'll just buy from amazon or walmart delivery...

I am writing to express my concern regarding a recent purchase I made on July 3rd. The item I bought did not function as intended, making it effectively unusable. As a result, I visited your Stapley location and attempted to return the product.

Unfortunately, my experience at the store on july 9th was disappointing. One of the staff members appeared uninterested in understanding my issue and simply repeated the store’s return policy without any effort to engage or assist. The policy in question states, “New products that have been opened are not eligible for return or exchange.” While I understand the importance of return policies, this particular clause feels unfair and highly anti-consumer, especially when a product is only discovered to be faulty after being opened and tested.

I also contacted your corporate support line, hoping to escalate the issue. However, the representative I spoke with was unhelpful and repeated the same message without offering any real assistance or escalation options. Despite calling the store and being told by a manager that I could return the item for store credit, I was again denied this option when I returned on July 10th.

As a long-time customer of over 15 years, this experience has been extremely frustrating and disappointing. I feel I have not only lost money on a non-functional product, but also valuable time trying to resolve this issue. I am respectfully requesting either a full refund or store credit as a resolution.

Thank you for your attention to this matter. I hope we can resolve it...