GameStop — Local services in Phoenix

TL:DR - If you happen to buy a PS5 from GameStop, do NOT buy the one year warranty. I’ve gone through perhaps the worst customer experience of my life because of this store giving me false information and GameStop not honoring a warranty.

Full Story -

I bought a PS5 bundle in October, but the console didn’t work. Not GameStop’s fault, of course, which is why I’m “glad” I got the warranty. I was told on multiple occasions (when I bought it and when I’ve called 10+ times) that the warranty guaranteed I would get a replacement console should I have a problem with it.

I went back to the store to start the replacement process, and it took two weeks to finally get the former store manager to tell me the replacement PS5 had shipped.

For the next two weeks I would call about twice a week for an update - each time I was told the console was on its way. During this time the former manager left, and eventually a new manager was brought on.

Last week I called to check on my replacement, and the new manager told me that there was no replacement console coming in, and it had never been ordered. I asked her to look into it for me, and I never got a call back.

I went into the store and spoke to an employee who then told me that according to the store and district managers there was nothing I could do except return the entire bundle. I found out that new consoles coming in for Black Friday couldn’t be used to fulfill my warranty. Why? Absolutely no idea. I’ve not heard from the new manager, the district manager (someone named Jeff), or even GameStop customer service after multiple calls and promises I would be called back.

I can understand and forgive the supply chain delays going on right now with PS5s. What I can’t forgive is being lied to and ignored by managers for four weeks. I can’t forgive being sold a warranty that’s not...

Today I waited in line outside in the hot sunny weather day. The group of people in line outside were a wonderful group of young kids up to 68years old. Everyone was fun and cordial for our 3 hour wait outside. In the heat. One man offered 3 boxes of pizza for the line . He set up a tent from his truck to keep us shaded and gave us reprive from the hot sunny day. The group passed around sunblock offered chairs and umbrellas. A young teen named Hudson went to the taco shop to get ice for our water bottles. We turned the wait into fun! Game stop coukd have offered us to come inside the AC store that was going to have a very lucrative afternoon at average500.00 times 33 people in line . I went into the store asked for a tissue or paper towel to wipe my face from the sweat . My makeup was running down my face. The man in store said no tissue or paper towel. Maybe corporate should do a better job with launches in June in AZ. The great group outside coukd definately be the shiny example of good people...

Normally give great reviews but I bought a game here that was one year older for my kids ..they picked out the wrong year we did not notice it til we got home and took game out. Told no returns. I go here all the time. Its not like a one time purchase. I ask for sale or trade in ....1 dollar!! Lol!! I just spent 40 bucks on it as a new game thinking we got a deal and get the wrong game and no refunds along with getting rid of it for 1 dollar .The guy at least told me " well, have a good night" what a complete joke. After I purchased their grand membership to have it discontinued last spring out of the blue ..and they ask me if I want another lower tiered membership. This just adds to the frustration of this store from other incidents I've had here.

Update....foud receipt and manager was super cool to allow me to bring back the wrong copy .I picked out a 2019 version of a sports game and paid for it. Was given a 2018 version. Thank you guys....