GameStop — Local services in Spokane

By far the worst experience I’ve ever had with GameStop.

On 01/02/25, I called this GameStop about my one-year-old PS5. I mentioned that I’d started hearing the fan for 1–2 minutes when turning it on. The girl who answered said that was "abnormal" and advised me to bring it in for a trade under warranty. Trusting her, I brought it in, unaware they’d mark my PS5 as "defective" without testing it or letting me know the replacement would be a used console. When I got home, I found the replacement PS5 wasn’t factory reset, was clearly used, and the fan ran constantly during gameplay.

I called back, and they apologized, claiming it was a "mistake" and that "this never happens." I returned the following day (01/03/25) and spoke with an employee named Jose, who was incredibly rude and unprofessional. Over the phone, he laughed at me, and when I called him out on it, he said it was "just his personality" and I "should’ve known better" because the fan noise was normal and likely just needed dusting. He told me to "Google it next time." When I asked for my original PS5 back, he said I couldn’t have it because it was already marked as "defective."

When I went to the store, Jose laughed in my face multiple times and repeated the same dismissive comments. I asked to speak to the manager, and he claimed he was the manager. When I asked for his boss, he rolled his eyes, went to the back to call the director, and eventually came out holding my PS5 with a sticky note saying, "don’t ship." He scanned it in front of me and said he still couldn’t return it to me because it was marked “defective”. I started crying at this point, but Jose ignored me, doing other tasks. To make matters worse, his girlfriend came into the store, brought him food, and wandered around watching me while I was stuck there for an hour.

Jose finally offered me another used PS5 or suggested I buy a new one. I asked for GameStop corporate’s number, and he flipped through a binder, said he "couldn’t find it," and told me to "Google it," adding that "they never respond anyway." Exhausted, I accepted another used PS5, which was stained, scratched, and dirty. I had to ask him to clean it, and he begrudgingly did so while laughing at me again. He also couldn’t tell me how old the replacement console was. On top of this, I had been charged $80 for a warranty the day before, and they refused to refund it since the trade-in had already gone through.After a humiliating experience, I reluctantly accepted another used PS5, which was dirty and scratched. To make matters worse, I was charged $80 for a warranty, which they refused to refund, and I later discovered a few days later that Beth had signed me up for a Pro Membership without my consent.

On 01/04/25, I spoke with another employee, Chris, who confirmed that the fan noise on my original PS5 was normal and likely just needed a quick dusting. He apologized for the situation and said I should speak to Beth, the store boss, on Monday (01/06/25). He also mentioned that all employees are "managers" when working alone and that marking items as defective is "how the store makes money." He even called Jose "laughing pants," which made me feel mocked all over again.

On 01/06/25, I spoke with Beth, the store boss, who apologized but only partially refunded my warranty. She apologized but defended Jose, saying he "always gets good reviews" and that she was surprised by how he treated me. I explained that just because he’s nice to other customers doesn’t excuse his unprofessional behavior toward me and that she would just “speak with him”. Now I’m waiting until 12 PM today to address the Pro Membership charge and expect a full refund that she did.

This entire experience was infuriating and unprofessional. Later, CPR across the street confirmed my original PS5 was in perfect condition and only needed dusting. I’ll never shop at GameStop again and recommend avoiding this...

Chris is the man to talk to at this location. He has the heart and soul for gaming and truly connecting with his customers. This place is one of my favorite places to shop at due to memberships, points, great deals, great prices, knowledgeable and excellent staff. There is a wide selection of games and other merchandise consistently available. My son loves the plushies, my brother loves the Pokémon cards and loves that gamestop has the new boxes available consistently. My husband loves a variety of games and this is the place he chooses to buy a new game because with a pro membership, he gets points with every purchase and he goes back in and could use his points to get controllers, other games, and discounts. My brother in law absolutely loves getting pre-orders and utilizing all of his points especially since he buys cards and games almost every month. My mother in law buys controllers for her husband since he goes through them fast. Gamestops controllers seem to last the longest for continous gaming. The ps5 pro controller haw helped my father in law the most. Gamestop is amazing with their selection and knowledge on games and other...

Horrible costumer service, showed up for the destined rivals promo asked what the minimum purchase was, Jose told me it was $25, when i mentioned at other games stops it was $15 he said he didn't know and didn't bother to check, So he makes me purchase $25 for the promo, when im walking out a lady mentioned gamestop was out of the destined rivals booster bundles so i let her know that bestbuy up the road had some and had a ton. Jose proceeded to yell over me that they were all sold out. Keep in mind i mentioned to Jose during our conversation that i just came from bestbuy, so how would he know they are out of stock when they had a ton when i was there 10 minutes ago. They were out of it at gamestop so no idea why he would yell over me letting someone know. My own receipt from this gamestop says it's $15 min. for the promo. I get the craze for pokemon but i didn't wait in line and showed up after they opened just looking for the promo, to yell at someone for that is wild. Jose needs to work on his costumer...