GameStop — Local services in Richmond

Had a terrible experience here at a botched Switch 2 midnight release. I had preordered the thing months ago for this midnight release pickup. After I had waited in line for an hour they come out at 10 and say "we forgot our cash registers shut off at 10... if you didn't pay for your pre-order in full we can't give you your Switch 2 tonight or we'll get in trouble." Mind you, they started letting people in shortly after 9 -- with hundreds in line it was clearly going to take longer than an hour to serve everyone. They should have mentioned this "no sales after 10" thing. They should have prioritized getting systems in the hands of those who were promised a console available at a midnight release. Inept and unprofessional. They should have recommended to finalize the payment early if it would have allowed me to pick up my switch 2. They did call to remind me of my preorder, but they didn't mention that I should finalize my payment early to get a better place in line. They wasted hours of my time and the time of others who were promised, when they pre ordered, that they would be able to pick up a Switch an the midnight release. It was a huge let down on an exciting day. I blame the company for enforcing a shutdown on sales less than an hour after the start of a midnight release for a huge console. I blame the workers for not being transparent with the people who preordered and generally seeming to not know what...

Best customer service I've ever had in a GameStop. Let me share a personal experience. Long story short, we managed to get Sekiro Shadows Die Twice collectors edition because the two ladies that attended us on that day were awesome. Full sotry: My husband and I are members of Bay Hills Community Church, which is in the same mall as this GameStop. We left the church after Sunday service and went to the GameStop, where we pre-ordered Sekiro Shadows Die Twice. When the releasing week of the game arrived we came to know there was a Collector's Edition for the game, but "they were all reserved" already. Thanks for letting us know, GameStop 👍🏼. Alright. We left our jobs on Friday straight to Richmond GameStop, our home store. Attendant said we could only pick up the game there if he canceled ou pre-order and buy the game there(we would loose the pre-order bonus). Customer service wasn't very friendly there. So we went to this store and we asked about the collector's edition. One of the attendants didn't even knew they had one lol. Then the other girl offered to help and check if they had one that wasn't pre-ordered yet. They found the edition, canceled our pre-order so we could buy the collector's edition and gave us the pre-order bonus, because they knew we made the pre-order. As I like to say, God is great, man....

I've been going to this store for over ten years, and the service was excellent! This was until the last few visits, and yesterday was the worst. I walked in and directly walked to the spot that is usually the beginning of the line. The two girls were helping another customer, and neither of the two looked at me and told me that they would be with me. When they finished with the customer, I was the only one in line, and one of the girls picked up her cell phone and was doing who knows what. The other girl was standing there for some time, then looked at me with a puzzled look and asked if I had a question. Well, I had been standing in line for over five minutes. I showed her a picture of a game that I was looking for and was informed that they did not have it in stock. With Ally and others, the next step would be to help find a location that had one in stock and then call the store to confirm that the game was there. And engage in small talk. This gal printed out a receipt with the locations and that was it. I go to the Hilltop location because it is close to my house, but they are testing my loyalty. Update 1/17/2020 / I called and asked for Ally (the GM) and was informed that she will not be in till next week. When the...