Video Game Wizards VGW — Local services in Portland

This will be a long review but I don't recommend for poor customer service and communication. They're super nice people but poorly organized. Don't get repairs done here.

I went in with four ps3 controllers to be repaired. I had to wait an hour because they only had one staff working doing a trade and then they told me it seemed like it wasn't fixable which frustrated me as I wish they paused the trade and checked-in with me sooner. However, they still accepted to try to repair and reported that someone would contact me about updates.

However, I never got a call from the store at all. I had to periodically call VGW for updates on the controllers on whether it'd be fixed, how many would be fixable, timeline to be fixed, etc. Then, when I call I get different information every time (the time it'll be ready for pick-up, the amount of controllers that are fixable, the cost).

When it's finally ready for pick-up, I go to the store and they tell me straight up they LOST the controllers! Couldn't find it anywhere. They call the Molalla location to figure out where it is, they don't answer. They have me wait as they try to look and then I had to go back to work so I tell them to call me back and offer my phone number as they're like, "Oh your contact information is on the controllers so no need" but what if they don't find my order?! I wasn't leaving until I left my phone number for them to call me. They report they'd call me end of that day and they never did.

A few days later, I call AGAIN because they never called me for updates or if they found it. Then they said it MAY be in a vehicle that goes between the two store locations and that they'd get back to me by end of day. Did they call me for an update? Of course not.

I kept getting so confused each time I called them getting different updates over time (all 4 controllers are available for pickup, 2 controllers are actually available and the other 2 weren't, etc.)

I had to call AGAIN and they said it was lost and that they'd offer me 4 OEM controllers for the original price that it'd cost to repair 2 controllers ($45) but I'm not comfortable with that as I feel like it's "Hey we lost your property, so to make up for it we're striking you a deal." I don't think that's justifiable for the amount of time wasted and poor communication and service. I eventually got to talking with the owner and they said they still had my two broken controllers at the Molalla location, and claimed that I had picked the 2 fixed controllers up on 12/26. At this point, I was so god damn confused I had to chuckle a bit. How would I be able to pick it up if I was never NOTIFIED that it was ready?

I believe that they mixed it up and sold my controllers to someone else. They claimed someone picked it up under my name but when I asked for transaction information, none of the credit cards matched my personal cards, so this is what I think: They never contacted me that they were available since I had to CALL EACH TIME for updates. I think that they then thought that I wasn't picking it up and exceeded a certain amount of days where they feel the person wouldn't pick it up and decided to sell it as part of general inventory. If that really was the case, how was I supposed to know if they never contacted me that it's ready?

So now they'll give me two refurbished OEM PS3 controllers (not originally mine) and my two broken ones for free. Was it worth wasting my time after all this time? No. Not even giving me cash/store credit for the value of 4 controllers would make me return. The owner kindly offered to drop them off at my home to make up for lost time, but enough...

I was excited to see this store in Portland after visiting the Molala location. The online hours are from 12-6. I arrived at 12:30 and found two employees waiting outside for the owner. Not a big deal we came back later. The first thing i noticed when I walked in was how cramped and uncomfortable the store was. Not an ergonomic shopping experience. There were employees moving large racks and furniture around customers, I was trying to stay out of the way of an already cramped space. The best way to describe the place is cluttered. There were stacks of video games on top of large shelves. The counters were covered in games, boxes, and packaging. It looked like they just moved in and we’re unpacking during store hours. The piece de resistance. We we’re checking out for thirty minutes. Not waiting in like to check out. We we’re checking out for thirty entire minutes. The worker (tall, long tawny hair and glasses) was so slow and distracted. All of the games were looked up on price charting and eBay at the register. They had prices on their games but tried to change them without telling us after checking eBay and price charting. We purchased a game in box (rare and valuable for those that don’t know) and the worked dropped it three times. He kept making bad jokes and just overall being slow and distracted by the movie they had playing for patrons. Might I mention that this was happening with a line of at least seven people behind us. We thought that it must have just been that worker, but the person in front of us went to a different cashier and left only five minutes before us. I will say they took the time to buff the discs that were a bit scratched but that was after the 20 minute mark. I am not sure if this store is going through a tough time with management but this has been the worst experience at a game store; topping the usual unpleasantness...

VGW has an incredible selection of retro games with unbeatable pricing. Always finding good deals, the manager is very personable and brings with him a super cute shop dog, Teysa. They are one of the only stores that still offers cash for trades every day of the week. I love the showcases filled with top franchises like Zelda, Metroid, Pokemon. On top of game consoles and systems from Atari to PS5 and Switch 2, they also carry, imports, collectables, statues, amiibo, anime, board games, strategy guides, blu-ray and more. This shop is packed to the brim with nostalgia while maintaining a homey mom and pop shop vibe. There's always good music or entertaining videos on in the background and it's easy to strike up a fun conversation with the staff or other people shopping. It's a very supportive, inclusive and queer friendly space which I really appreciate. It's also the longest running game store in Portland with a store on Foster Rd since 1991. Still owned by Nick and Lacey with another store out in Molalla. Don't miss out, if you're in town be sure to visit, and if you're local... support your local small business! I'll see...