Pawn America — Local services in Rochester

We went to the Rochester location on a Thursday at 6:09, the manager, James, approached us as we stood in line to get a small loan. There were 2 people ahead of us; the couple at the broker window were being helped by a young man named Alex. The “manager on duty” (James) said, “We’ll get to you as soon as possible, but as you can see there’s a line and I only have one broker.” There were 2 or 3 other employees and 3 customers (not waiting for the broker). James went outside—now the line is 5 customers deep, Alex giving excellent customer service but appeared to be getting a bit flustered .6:39, Alex comes out from behind counter asking where James is. Now for the third time James is outside (pretty sure trying to smoke a cigarette) has to come inside to answer an employee question. James helps the single guy in front of us AND the lady after us PLUS the guy after her. After an entire hour of waiting, Alex apologizes for the wait. He takes care of us and we are on our way within 15-30 minutes. When I asked James his name and position, and why he had helped one before us and 2 in line behind us. I asked James why he intentionally left us hanging while assisting everyone else. He replied, “Well I guess that’s what happens when you wait til the last minute to come in.” I’ve been a peon and an upper level manager, by this time I was extremely upset-knowing we had an 11 hour drive ahead. Absolutely disgusted with his attitude and lack of work ethic. I had employees who had no previous experience working and didn’t need the job or income, but did an exceptionally better job in customer service than the guy who is supposed to be delegating staff to ensure maximum efficiency. I’m so grateful to Alex who made an effort to expedite, apologized repeatedly! James should be fired immediately, Alex should get a raise for doing his job plus the job expected of a manager!!!!! Know I am an EXTREMELY PATIENT AND FORGIVING person but James’ behavior was horrible and he is an obstacle to the company...

This place is about a joke. I went to buy a few games and when I walked in to the store and start looking at items to purchase I noticed most every game was about $10 to $20 over value. I then had a sales person ask if he asked if I needed help. I asked how do they base their prices and was told they watch EBay all the time and prices change all the time to keep prices fair. I then brought up and showed him that prices were far to much over value. I had found a large amount of games I was interested in buying and I asked if they could talk a better price being they were charging so much more than the worth. The employee told me they are a corporate company and they do not talk deals the price is what it says. (A pawn shop you should be able to wheel and deal with) I have talked to many people that have sold their games to them and they only give $1 a game even if the game is worth over $100 and know they will charge more than the actual value as they take advantage of the seller. This store is a scam with terrible customer service where they do not care for the customer all they care about is money. I will never return and let people know how terrible of a store this is. Money before people. They do not even deserve a 1 star rating. Over priced and under paid with no room to...

I was there for the first time about a month ago. My husband had to take his wedding ring off at work and lost it. Believe me we learned before it's his "backup" ring as we have his safe and secure... Anyway we went into Pawn America looking for a ring that he could possibly get. I believe the lady that helped us name was Kathy if not I apologize she was fantastic... she helped look at rings and other things as well but when it came to buying the ring she noticed that there was a gemstone missing from the ring. Right away she went to her manager to get a discount off the ring for us. She wanted to make sure our shopping experience was the best. I appreciate the extra time effort and willingness to make sure that we were happy with our purchase. That was the first time ever going to a pawn shop and we will be back again to this Pawn America store as it shows the staff cared about our experience and made us have a...