Business Profile

Video Game Dealers

GameStop, Inc.

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Pattern of Complaints

Complaints

This profile includes complaints for GameStop, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,456 total complaints in the last 3 years.
647 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/09/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered two ******** Switch games from the GameStop website. When purchased, there was no offer of insurance for the purchase. On November 21, 2022 I received a notification stating my package had arrived. Upon opening the mailbox, my package had clearly been ripped open. The package was stamped by the US ************** stating "received damaged." There was also a clear wrapping around the package with a sticker stating "we are sorry your package was damaged while in the care of ********** I immediately called GameStop to file/open a complaint. I was asked if I wanted a refund or replacement, i chose replacement. I was informed that I would receive an email regarding the complaint and then an email confirming the replacement product had shipped. I was also informed that GameStop would handle the investigation from here with **** but I would be receiving my replacement. 14 days later, I had not received any communication. so I called to find the status of the shipment. At this point I was told that GameStop denied my request and will not be refunding me or replacing the items. I would need to open a claim with the postal service. The postal service said that since insurance was not purchased, they won't be doing anything. So, GameStop stole my money, an employee of the **** stole my games, and neither are concerned with replacing or refunding. I want GameStop to replace or refund my money. The purchased item never made it to me, therefore, they did not hold up to their end of the bargain. It is not my responsibility to track the package down, i have pictures and proof that it was damaged/stolen upon delivery. It is their responsibility to make sure the customer gets their purchase and they should deal with **** and whatever comes next. They either need to replace the games or refund my card.
Business Response
Date: 12/12/2022
Good Morning *******,

On behalf of GameStop, we apologize for this poor experience in association with our company.

Can you please confirm the order confirmation number for the package that you received with no products in it, so that we can look into this further?

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/12/2022
Better Business Bureau:

my order number is
1100000052601168
if you look at the original message you will see picture of the damaged/stolen package I received. I just want replacement of the two games. $60 is a drop in the bucket for a company like you. Please just send me the games I ordered.

Regards,

*************************************
Customer Answer
Date: 12/14/2022
Complaint: 18546063

I am rejecting this response because:

my order number is
1100000052601168

if you look at the original message you will see picture of the damaged/stolen package I received. I just want replacement of the two games. $60 is a drop in the bucket for a company like you. Please just send me the games I ordered.

Regards,

*************************************
Business Response
Date: 12/19/2022
Good Morning *******,

Thank you for providing that information. I have issued a full refund of your order in the amount of $60.18. You should see the funds returned to your payment method in 3-5 business days.

Please let us know if there is anything else we can do to help.

Thank you,

******** | Better Business Bureau Liaison | GameStop | Service Matters
Initial Complaint
Date:12/09/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
(This is regarding gamestops online customer service not this specific store. I bought a new ******** 3ds during the pandemic from GameStop with an expensive warranty. On the first day I received the item I wrote to them to exchange it as it does not function well. I was ignored. I have the emails still as well.I bought a two year warranty and I keep getting sent from one agent to another saying since it is close to my warranty expiring they are not going to honor it. This turned into an argument until the manager stepped in and said since it was before warranty expired and ***** I emailed them the first week trying to return it they would honor it. Was told to go to a store show them my warranty and they would send a replacement in. Its been since June now. However anytime they get a new one they dont send it in for me to replace it they simply erase it. The last message I received offered me a refund or to 24/7 refresh the page until one comes in, and now they no longer even answer any of my messages l. I have all the emails that show every single thing I have written on here. when I finally have in and said fine refund I was met with silence I really need help Im Being taken advantage of. Please help.What can I do?
Business Response
Date: 12/12/2022
Good Morning ******,

On behalf of GameStop, we apologize for this poor experience in association with our company.

Can you please advise if this was an online purchase or an in-store purchase, and if it was in store, can you please provide the date it was purchased, the serial number of the system, and the store location it was purchased from? If it is an online order, can you please provide the order confirmation number?

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/12/2022
Complaint: 18541616

I am rejecting this response because:well there was no offer and this is the only way to reply. Thanks for responding GameStop help center complete stopped replying responding for over 7 messages and multiple weeks. The order number is 1100000014484318 .
i have the email I sent when I received the console because it was broken and I have emails foom some sort of manger and promising to honor the deanask I asked for two years for a replacements
I was told to go to a store and fill out a form. I was told the next rederbished item that comes in they will send to the store I go to so I can pick up my new console. Every step of the way I wa lied too. It went from wait we will have one soon and send it in to some one from the help center saying refresh 24/7 and yes I have that email too. I dont understand why I can just have one set to the side so I can play the game I spent of 200 dollars and and a warranty? Why was I told they would send one into the store? I keep jumping through hoops and no one is helping in any way . I was a working new 3ds Xl as I was promised its so wrong in so many levels. I hope you can help me and do the right thing. Thank you I look forward to your response
My only additional question is 9 days and counting inbetween responses from the help center normal?
Regards,

***********************
Customer Answer
Date: 12/19/2022
Complaint: 18541616

I am rejecting this response because:
:well there was no offer and this is the only way to reply. Thanks for responding GameStop help center complete stopped replying responding for over 7 messages and multiple weeks. The order number is **************** .
i have the email I sent when I received the console because it was broken and I have emails foom some sort of manger and promising to honor the deanask I asked for two years for a replacements

I was told to go to a store and fill out a form. I was told the next rederbished item that comes in they will send to the store I go to so I can pick up my new console. Every step of the way I wa lied too. It went from wait we will have one soon and send it in to some one from the help center saying refresh 24/7 and yes I have that email too. I dont understand why I can just have one set to the side so I can play the game I spent of 200 dollars and and a warranty? Why was I told they would send one into the store? I keep jumping through hoops and no one is helping in any way . I was a working new 3ds Xl as I was promised its so wrong in so many levels. I hope you can help me and do the right thing. Thank you I look forward to your response
My only additional question is 9 days and counting inbetween responses from the help center normal?
Regards,
Regards,

***********************
Business Response
Date: 12/26/2022
Good Morning ******,

I am sorry to hear about the experience you have had. We are no longer getting any 3DS consoles in since they are no longer being manufactured. The only option we have at this point, is to refund you. Our refund options are as follows:

GameStop digital gift card - receive it within ***** hours.
Corporate check - can take up to 25 business days.

Please let us know which option would work best for you.

Please let us know if there is anything else we can do to help.

Thank you,

******** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/29/2022
Complaint: 18541616

I am rejecting this response because: lets do the corporate check. Thank you.

Regards,

***********************
Customer Answer
Date: 01/03/2023
Complaint: 18541616

I am rejecting this response because:lets do the corporate check. Thank you.

Regards,

***********************
Business Response
Date: 01/09/2023
Good Morning ******,

Thank you for letting us know that you would prefer the corporate check. I have emailed you a return label through ***** so that you can send the product back to us.The email will come directly from *****. I have also submitted a request for the corporate check, but we will need to have the ******** 3DS XL returned to us as soon as possible.

Please let us know if there is anything else we can do to help.

Thank you,

******** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 01/12/2023
Complaint: 18541616

I am rejecting this response because: that all sounds great thank you. Whats the price Im getting for the refund? Also how should we do this? where and who would I get my check from? Imbpretty worries just sending in the devices without the refund as my last7 emails to customer service have been ignored. Sorry for all the questions just want to be able to be done after this as its been over two years trying for a replacement and already close to a month since I got into contact with you. I appreciate your time

Regards,

***********************
Customer Answer
Date: 01/12/2023
Complaint: 18541616

I am rejecting this response because:that all sounds great thank you. Whats the price Im getting for the refund? Also how should we do this? where and who would I get my check from? Imbpretty worries just sending in the devices without the refund as my last7 emails to customer service have been ignored. Sorry for all the questions just want to be able to be done after this as its been over two years trying for a replacement and already close to a month since I got into contact with you. I appreciate your time

Regards,

***********************
Business Response
Date: 01/18/2023
Good Morning ******,

The refund amount will be for the ******** 3DS only in the amount of $105.02. Once our warehouse confirms the system has been returned, they will notify me and then I will notify our accounts payable team to go ahead and proceed with the check. They will then mail it out to. You will no longer be ignored, I will be the one making sure the rest of this is taken care of.

Thank you,

Brittany | Better Business Bureau Liaison | GameStop | Service Matters
Initial Complaint
Date:12/08/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered stuff from GameStop for Black Friday. I accidentally shipped it to the wrong address and when I tried to contact to correct it, I got no answer to my phone call or message. A couple of hours later, I finally got a message back and I told him about the address mix up. He said he couldnt change it since it was different zip codes, but it was the same zip code for both addresses. The next day they said they could try to fix the address but it was probably too late (if they actually read the addresses then they wouldve realized it was the same before it was too late.) In the end, no one received this package not either address despite it saying it was delivered. *** tried contacting every day since the order, calling, messaging, responding to the email that was already going. No one will respond to help. I just wanted my things for the same price I bought them for and I cant even get it because it was Black Friday sale, I would also like to get my money back. Im disappointed with this 24/7 service you claim to have when no one will answer the phone or respond back after days of waiting.
Business Response
Date: 12/12/2022
Good Morning ******,

On behalf of GameStop, we apologize for this poor experience in association with our company.

After further investigation, we would be happy to help with this matter. Can you please advise if you would prefer a refund or replacement?If you would like a replacement, can you please provide the exact address that the products need to be delivered to?

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/13/2022
Better Business Bureau:

We received the package this week, however, Im still upset about the lack of communication and service from GameStop as I went two weeks without response from live chat, phone, and email. Still, no one has reached out to my original messages.

Regards,

*****************************
Initial Complaint
Date:12/08/2022
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order (#****************) online. Immediately upon receiving order confirmation (within seconds of placing the order) I realized the order was going to the wrong address. I called customer service and advised a rep of the problem. The rep got my new address and said he had corrected the shipping address. Before hanging up I asked again if he was sure that the item would come to the new address, which I repeated. He assured me it would. IT DIDN"T! Delivery confirmation shows it was delivered December 6th to the wrong address. I have now been on hold for over an hour trying to reach customer service to see what can be done. This is some of the worst customer service I have encountered, and I will not order from GameStop again if this is what I can expect from them. I want my order and since I cannot get anyone in customer service to answer the phone, I wish to file a complaint.
Business Response
Date: 12/12/2022
Good Morning ********,

On behalf of GameStop, we apologize for this poor experience in association with our company.

After further investigation, we have processed replacement order # ********* with expedited shipping to be delivered to the following address:

12820 North Street
243 PO Box
************* 47018

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/12/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
Date:12/07/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 2 items from gamestop.com that came to $ *****. I received the wrong item in the mail and never received the correct items but i was still charged the $*****. I called to get refunded and they said they couldn't refund my money because they had to investigate the issue and until the wrong item was sent back I would not be refunded. I argued and also spoke with a manager that i never received my correct items but a wrong one and wanted a refund and I would send the wrong item back. They continued to tell me I can't have my.money back until it's investigated. I want my refund!! I took a picture of what I ordered and what I received.
Business Response
Date: 12/12/2022
Good Morning ******,

On behalf of GameStop, we apologize for this poor experience in association with our company.

After further investigation, we will be happy to assist, but can you please advise what items were received? You can either take what you received in store for a refund, or we can send you a return label so that you can receive a refund. Please let us know if a return label would work best for you.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/12/2022
Complaint: 18539664

I am rejecting this response because:
I was charged $ ***** for 2 items I didn't receive and I want my money back. I ed **** a game that is probably worth $20. I want the $***** refunded immediately.
Regards,

*********************************
Business Response
Date: 12/15/2022
Good Morning ******,

Thank you for letting us know. A full refund of your order has been processed. You should receive the funds back to your payment method in 3-5 business days. Please take the incorrect item to your local GameStop store and drop it off.

Please let us know if there is anything else we can do to help.

Thank you,

******** | Better Business Bureau Liaison | GameStop | Service Matters
Initial Complaint
Date:12/07/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/28/2022 I placed an online order at gamestop.com to pickup at store since is always a good excuse to browse Game stop shelves and getting something else; after some days my order keeps Preparing for pick-up but after a phone call, they ask me to be patient since my order is going to be ready ASAP.On 12/05/2022 my order was cancelled because I never pick it up, although I never received an email confirmation, store phone call, or any update at the gamestop.com webpage and app.Since I was unable to re-order the video game with the Black Friday deal. On 12/06/2022, I called customer service to get a NO as a reply because was my fault, but after explaining again the issue the representative promised to add the enough rewards to be able to reorder the game with the black Friday discount.When I was trying to complete the purchase, I discovered that the rewards werent enough to buy it with the original price that I paid, and I called again to customer service to get again the blame of being responsible of a poor shopping system and a representative that dont care about a customer.The representative as a special favor chipped some more rewards that again arent enough with the lecture about everything was my fault and Im able enough to pay the extra because is almost nothing. I accepted the extra rewards since I dont have another option but asked for a supervisor, but he denied transferring the call. I need someone that really take care of me and fix the system since looks like I cannot trust to place an order and get what I bought with the advertised price.
Business Response
Date: 12/12/2022
Good Morning *****,

On behalf of GameStop, we apologize for this poor experience in association with our company.

After further investigation, we have confirmed that the price of the item online is only $39.99 (You originally paid a total of $41.73 after tax) and we provided you with ****** points for the issue. This would cover more than the amount of the black Friday deal from your original order purchase. You are welcome to go ahead and place the order and use the points/coupon to discount the order as we have compensated you for.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/13/2022
Complaint: 18538036

Good afternoon Britany,
Thank you for your response, also I need to let you know that the price of the item online when I purchased the product was $59.99 (12/07/2022) and after the rewards that I need to request twice after 5 hours over the phone (first 15K, second 5k) don't cover the original price that I paid of $41.73 after tax, but I gladly paid the difference for my child, despite the comments of your employee: "you can paid the difference since is not that much for you".
I don't get anything free as looks like on your system, I waste enormous amount of time waiting the original purchase, calling customer service plus on the second purchase I suffered again the same hassle of a system that doesn't work and needs to rush to the store preventing someone decided to cancel my order again without notice.
Your system doesn't work, I tried separately to get one your promotions with another purchase that I made the past month, the promotion never appear on the cart and of course I never receive it, but called customer service is worthless.
It's extremely frustrating trying to buy online with you guys.
Best Regards,

****************
Business Response
Date: 12/19/2022
Good Morning *****,

Thank you for letting us know. I will review the phone calls and make sure each agent you encountered that did not assist you properly is addressed. Im sorry to hear about the trouble you have had with ordering from us. I have added another ****** points to your account to resolve the issue.

Please let us know if there is anything else we can do to help.

Thank you,

Brittany | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/19/2022
Better Business Bureau:

I accepted the business response in reference to complaint ID ********. I appreciate the compensation although don't cover the amount of the other promotion that I mentioned doesn't work on the webpage but keeping on the holiday spirit, I'm not going to discuss further and I hope BBB and Gamestop have a happy holidays and a great 2023

Regards,

****************
Initial Complaint
Date:12/07/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order, in the amount of $273.95 on Friday, November 25. I have called customer service multiple times, and usually get a recording saying they are too busy and to call back the following day. Since I initially placed the order, I checked the Game Stop website repeatedly to learn the order status and expected delivery date. As of 12/1/22, the website continued to show the order as "in progress" with a note at the bottom of the screen "we will send tracking information when your order has shipped." On 12/1, I called customer service to get a verbal order status update. I was then informed by "******" and, subsequently, ******* (who I was transferred to upon request to speak to a supervisor) that my order had been shipped and was delivered on Monday, 11/28. ******* stated he put in a request for my order to be replaced and I would be contacted within 3-5 days. I have not been contacted.I let each of them know that I had not received the order, I had not received any shipping information, and that the GameStop website still showed the order as "in process." I was told something was wrong with the website by both ****** and *******, but they have confirmation that the order was shipped and delivered. *******, then, on 12/1, sent me an email saying that my order is confirmed delivered with a tracking link. Before that, I received no shipping or tracking information or other information regarding my order. The order was not delivered to my address. I work from home, and I was home all day on 11/28, no ***** order was delivered.I have uploaded a screenshot of the order confirmation email and attached two pictures from the ** website showing my order status on 12/1/22 approx 6:30 p.m.I have since emailed twice requesting to pick-up my order from the ****** ** store. I have received no response.
Business Response
Date: 12/12/2022
Good Morning ******,

On behalf of GameStop, we apologize for this poor experience in association with our company.

After further investigation, we have processed a full refund of your order as a onetime courtesy in the amount of $273.95. You should see the funds applied back to your payment method in 3-5 business days. Please note, if this issue is to happen again, we will not be able to further assist.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/12/2022
Complaint: 18538398

I am rejecting this response because:
Complaint: 18538398

I am rejecting this response because:

I did not ask for a refund. I asked that my order be replaced. I ordered the items during the Black Friday sale. I have now missed out on Game Stop's and all other Black Friday sale pricing due to my order not being handled correctly by Game Stop. After I received the initial email confirming my order, 1. ** website consistently showed (at least until 12/2/22 my order as processessing and that I would be notified once the order shipped, 2. I received no shipping or tracking information or order updates from Game Stop until after I called on 12/2/22 to check on the status of my order, 3. I was then told the had shipped and been delivered days prior to my call on 12/2/22 -- I never received the order.
I requested that the order be filled and sent to the ******, ******** store for pick-up. That is the remedy I am seeking. By simply giving me a refund you are not honoring the prices I purchased the items at, not are you honoring the confirmation of my purchase stating that I would receive a tracking number and shipping information once the order shipped and you are not talking responsibility for the ** website consistently misinforming me.

Thank you for replacing my order and sending it to the ******, ******** store for pick-up.

Regards,

*************************

Regards,

*************************
Business Response
Date: 12/15/2022
Good Morning ******,

Thank you for letting us know. The refund has already been processed, due to being out of stock of the console. You are welcome to place a new order through the website at the current price, and then once you have placed the order, we would be happy to discount it to match the Black Friday prices.

Please let us know if there is anything else we can do to help.

Thank you,

******** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/19/2022
Complaint: 18538398

I am rejecting this response because:
Thank you for agreeing to provide a price adjustment to honor the Black Friday sale prices I paid. There are still a few issues that need to be addressed, and then I will happily accept your offer.
1. I ordered a console, a controller and a game, not just a console. I want to clarify that the prices adjustment offered will apply to all of the items, not just the console.
2. I need specific details of how to have my order price adjusted once I place the replacement order.. Who specifically will I contact to get the price adjustent processed? How will they know that they are authorized to make such an adjustment. The idea of me calling into customer service, waiting on hold (the last times I have waited around an hour), and getting the runaround because no one knows what I'm talking about is not attractive.
3. You have not addressed my request to have the order shipped to the ******, ** store. Since the delivery process is what caused all of the problems in the first place. I am not interested in using delivery. What is the process that will be used to ensure the order, once placed, can be shipped to that store for pick-up and that I will be sufficiently notified once the order is available for pick-up at that store.
Regards,

*************************
Customer Answer
Date: 12/19/2022
Complaint: 18538398

I am rejecting this response because:Thank you for agreeing to provide a price adjustment to honor the Black Friday sale prices I paid. There are still a few issues that need to be addressed, and then I will happily accept your offer.

1. I ordered a console, a controller and a game, not just a console. I want to clarify that the prices adjustment offered will apply to all of the items, not just the console.

2. I need specific details of how to have my order price adjusted once I place the replacement order.. Who specifically will I contact to get the price adjustent processed? How will they know that they are authorized to make such an adjustment. The idea of me calling into customer service, waiting on hold (the last times I have waited around an hour), and getting the runaround because no one knows what I'm talking about is not attractive.

3. You have not addressed my request to have the order shipped to the ******, ** store. Since the delivery process is what caused all of the problems in the first place. I am not interested in using delivery. What is the process that will be used to ensure the order, once placed, can be shipped to that store for pick-up and that I will be sufficiently notified once the order is available for pick-up at that store.

Regards,

*************************
Business Response
Date: 12/21/2022
Good Morning ******,

My apologies for not clarifying your questions properly.

Yes, the discount would be for all the products that were on the cancelled order.

Once you have placed the order online, you will respond back to this complaint with the new order confirmation number. Once I have received it, I will go in and manually adjust the order to credit you the discounted amount for the prices that were on the original order.

The only option would be to place a Buy Online pick up in store order and select the store you would like to pick them up from, if all of the items are eligible for this option. You would not be able to place a manual order to have it shipped to the store.

Please let us know if there is anything else we can do to help.

Thank you,

******** | Better Business Bureau Liaison | GameStop | Service Matters
Initial Complaint
Date:12/07/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11/17 I purchased a nintentdo switch animal crossing edition; a legend of ********************* HD ******** switch game, and a ***** plus rabbids kingdom battle ******** switch game ( order number ****************). On 11/23 the package was delivered however instead of receiving the ******** switch console I received just the animal crossing game. After days of trying to get through to Gamestop.com via phone I finally was able to get through via phone on 12/3 and a ticket was filed (ticket number *******) which said I would be contacted within 3-5 business days. I was not. ON 12/7 I called and waited on hold for over an hour for the representative to say that he added a note (reference number *******) stating I could bring the game that was sent in error back to any GameStop and pick up the ******** switch device. I called the ******************** located in ******** ** and they told me that is not the case and they do not know how to rectify the issue. At this point Gamestop has stolen funds from me, have not offered a refund or to ship out the correct product due to their error and instead expect me to chase down the item I purchased.
Business Response
Date: 12/12/2022
Good Morning *******,

On behalf of GameStop, we apologize for this poor experience in association with our company.

After further investigation, we have processed a refund for the console you have not received, since we are out of stock and unable to replace it. You should see the refund of $315.41 applied back to your payment method in 3-5 business days.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters
Initial Complaint
Date:12/07/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 4th 2022, I wanted to sell my PlayStation 4 pro console to GameStop on ***********************************************************************************. The sales associate *****, processed my trade in and gave me an offer of $110 in store credit. I accepted the offer and when I got home I realized on the receipt that a refurbishment fee of 55 dollars was taken off. I was supposed to get 165 dollars in store credit. ***** did not mention a fee nor did he state any problems with the PS4 I was trading in.The sales associate ***** led me to believe that 110 dollars was the *** offer and did not mention a deduction of any kind. If I was informed of this deduction I wouldn't have agreed to the transaction. I went back to the store and another associate told me there's nothing that can be done after the transaction is made. This is unacceptable, I was lied to by omitting information to part with my property. I want the rest of the credit that's owed to me or my PlayStation 4 pro console returned.
Business Response
Date: 12/12/2022
Good Morning Antron,

On behalf of GameStop, we apologize for this poor experience in association with our company.

I have personally notified the district leader that oversees the store in question about your experience and have requested further assistance. You can expect to be contacted shortly, however I would like to advise that if you have not received any contact within 3 business days, then to please let me know at your earliest convenience so that I may continue assisting you.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/20/2022
Complaint: 18536646

I am rejecting this response because:

Hi this is *************************. I have not heard from GameStop about my complaint despite them saying they would.

Regards,

*************************
Business Response
Date: 12/27/2022
Good Morning Antron,

Thank you for letting us know you have not been contacted yet. I have reached back out to the District Leader and looped in the regional leader to make sure you are contacted as soon as possible. If you are not contacted in the next 3 business days, please let us know.

Please let us know if there is anything else we can do to help.

Thank you,

******** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 12/27/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:12/07/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a gift card online on 11/25/2022 after waiting 3 days no gift card information was emailed to me. When I finally got someone to answer the phone they told me the order was lost and I needed to be refunded and place the order again. So they refund me and I place the order again on 11/28/2022 now here we are 9 days later and AGAIN I have no gift card information. My card was charged on 11/29/2022 BUT THEY DO NOT GIVE YOU THE **** YOU ORDER AND YOU CANNOT GET ANYONE TO PICK UP THE ****** Why don't online gift cards work and why does no one work in the call center? This was supposed to be a birthday present in time for the recipient to take advantage of black Friday deals. How embarrassing.
Business Response
Date: 12/12/2022
Good Morning *****,

On behalf of GameStop, we apologize for this poor experience in association with our company.

After further investigation, we have processed a refund for the order in the amount of $40. You should see the funds credited back to you within the next 3-5 business days. The reason the email may not be getting received,is because the email domain is idrive.com. That email domain may not be registered to receive emails from GameStop. We also no longer process physical gift cards.You are welcome to visit your local GameStop store and purchase a physical gift card once you have received your refund.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,

******************** |Better Business Bureau Liaison | GameStop | Service Matters

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