GameStop — Local services in Nashua

Note: This is long and has more to do with the company's response to an issue than this individual store, but the store failed as well.

On Saturday, 12/28, I went on to GameStop.com to use the $60 gift card my wife got me for Christmas. I have a gaming PC I barely use because I don't have a decent controller, and I'm not down with keyboard/mouse play, so I went looking for 1. I found a PowerA Moga XP Ultra controller on sale for 64.99 and it looked perfect. Added it to the cart for pickup at this location. Also figured I'd add to my library and added 3 PC games as well. Cart total was $79.76. I entered my gift card info and updated my bank card and submitted the order, but got an error asking me to try again later. I assumed I entered my CVC code incorrectly, so I deleted the card, re-entered it and was careful to ensure the CVC code was right. When I clicked "save card", the screen flashed, and my cart was now empty. "That's weird", I thought...so I checked if the order somehow went through. It didn't show in "Purchase History" and I hadn't received an email. Ok, I'll add everything to the cart again, and place the order. Great...here we go..Wait... Gift card balance is $0? So, did the order go through? I checked my bank and sure enough, my card was charged the $19.76 difference left after the $60 gift card funds were used. I figured there must be a glitch, and the order will appear later. The next morning, I check the status and still no order shows. My plan was to pick the controller up so I might actually get to play on my 1 day off. C'mon. So, I send customer service an email....

On Monday at 4:30PM, I finally get a response from customer service apologizing for the issue and asking for the GC#. I responded about an hour later when I saw it, gave all the requested details and waited for a response. Tuesday morning, I'm aggravated as I've heard nothing back, so I send another email. Around noon, I call the customer service number in the body of the email they sent me. They were able to reverse the charges on the giftcard and my bank card (though I still need to verify the giftcard balance) but said it could take 1-3 days.

I go on GameStop's website and now I'm showing 11 controllers in my cart for some reason...wtf? Also, the controller is no longer on sale and is now back to $99. Well, why should I have to miss out on the sale price because of their glitch? My cards were charged on Saturday for the controller and 3 games, it isn't my fault the order didn't go through, and GameStop tied up my money for 5-7 days.

I call GameStop in Nashua to explain the situation. The young lady who answered was extremely pleasant but is not management and warned me they often can't get price matches honored, but agreed this was a different situation. She assured me she'd leave a note for the Assistant Manager to call me later that same day (yesterday, 1/2/2025). I never received a call.

So, here we are, a week later and I have no controller, no digital games, am not 100% sure my gift card has been refunded and it's looking like I'll need to pay $34 extra for the controller I paid for last week, because their system lost the order somehow but still took my money. And customer service for the company, and management for this store are clearly not interested in helping me with what seems like a reasonable request, at least to me.

Almost at the point of chucking the damn gift card and walking away. Controllers are available through other retailers, with better customer service. This is ridiculous, and should have been...

Just had one of the worst retail experiences ever. Was trying to grab a limited edition Pokémon OLED switch, that was sold out for a while. Got to the store by 9:55am and was waiting for the door to open. Store opened few minutes late, which isn’t a big deal. As soon as I walked in, I told Kathleen(the associate), that I’m looking to pick up a system, to add to my collection, which they just got back in stock. Right off the bet, she told me I definitely need a screen protector for it, which I told her I already purchased elsewhere. She tried to sign me up for their rewards, which I also politely declined. I could tell that she wasn’t happy I said no to everything she wanted to add to the sale. I paid cash and she gave me a receipt and went to the back room to grab the system. She brought it out and gave me the item, and I’ve noticed right away that one of the corners is damaged/torn. I asked Kathleen to replace it, and explained that it is for my collection and it makes a huge difference to me. She told me she wouldn’t do that, because it will screw up her inventory, due to serial number scanned. That is absurd. I worked in different retail stores before, and it would never be an issue to process such exchange. Apparently, GameStop could care less about customers and their expectations. No more...

I did a preorder on Doom and just as it came out the store was closed from cob-19 so I had no way to pick it up then I received a email from GameStop saying that they would notify me when they were open and not to worry about my preorder it would still be in the store waiting for me so I had not received anything in a while so I would stop in the mail to see if they were open and last Friday I stopped in and found that they were open had not received any email or phone call from them so I went in to get my preorder game and the employee said let me see if I still have one I said what do you mean I preordered my game over 2 years ago and when it came out I could not pick it up because cov-19 I was told in a email that it would be here he said I was lucky they had one left guess what it was open and the code they gave me for the preorder will not work because it has already been redeemed isn’t that nice so as far as I see it I received a used copy and paid for a new game thanks GameStop for treating a good customer this way I will never by...