Gamestop, Inc.

Complaint: ***
I am rejecting this response because:
Its poorly explained, and you don't have enough stock to fulfill a trade like that anyways It seems a little like bait and switch, where you literally people in with an offer, and then tell them the offer isn't available because you don't have something in stock This isn't very fair, and just makes me less likely to patronize your store
Regards,
*** ***

Hi ***I'm truly sorry for the delay in this response, I have been working closely with all teams in our Banking and Cash Management department to verify this settlementThank you for all of your patience. After researching this further, the settlement that is shown on the provided bank statement is not associated with a GameStop.Com In-Store Pick Up OrderIt is instead a reflection of a purchase you had made at our Mary Esther Boulevard location for an Xbox One Wireless Shadow Controller on December 22nd, for $I have attached a copy of this purchase to this response in the form of a PDF filePlease let me know if you experience any difficulties viewing or downloading this file. All purchases made online will show as *** and/or *** on your bank statementPurchases that are made in our retail centers will usually reflect as POS, and then the GameStop's 4-digit store number and/or locationWe have researched all available information (In-Store Pick Up Confirmation #, Last four digits of card, first/last name, address, phone number and e-mail address) and have been unable to show any settlements or charges for Monster Hunter World in our stores and through our websiteAt this time, GameStop is unable to provide a refund as there is no documentation to reflect the charge of this In-Store Pick Up order. While I am unable to fulfill the desired settlement at this time, I understand the frustration and stress our Guest Care team has caused you, which I again am truly sorry forFor the time you have spent working with us trying to get this sorted out, I feel that you are owed compensation in some wayWith that in mind, I will be sending you a copy of Monster Hunter World at no additional expense to youThis was processed under Order *** and this will be delivered via *** Overnight deliveryYou can expect for this item to arrive no later than Thursday, 2/Tracking information will be sent to you once *** picks the item up from our facility. If you have any additional questions or concerns for me, please do not hesitate to let me know- I am here for you. Best Regards,*** *** **|Revdex.com Liaison| GameStop | Service Matters

Complaint: ***
I am rejecting this response because: You are still not making me wholeI would have to pay $for the game (it now costs $60) instead of the $you offered when it was on saleMost companies I have dealt with when they mess us (like take your money but don't give your the product you ordered) go above and beyond to make you wholeThis is not good customer serviceYou guys are not even offering me the original deal even though you messed it up I am very disappointed with the lack of service and effort by GameStopMaybe you should put on your website you make no guarantees to honor the price offered if the GameStop website fails to properly process a transaction, because that is what you are doing to me
Regards,
*** ***

Good afternoon, *** On behalf of GameStop, we apologize for this poor experience in association with our companyAfter contacting our E-mail and Marketing department to research the issue further, we were unable to show that your information was registered in our data set at Experian, or in
the list that is directly from the websiteUnfortunately we are unable to contact a guest if they are not registered on the listWhile we do offer these programs to keep our guest informed on when a highly anticipated item is available, and store representatives are encouraged to promote new and upcoming releases- neither of these channels guarantee the guest a reserve, and it is the guest’s responsibility to secure a reservation for the productI do sincerely apologize, however unfortunately at this time we are unable to fulfill the desired settlementIf you are still interested in purchasing a bundle for the Xbox One X, we recommend staying tuned to the website and/or checking with your local GameStop store for availabilityIf you have any additional questions or concerns, please do not hesitate to let me knowBest Regards, *** ** *** **|Revdex.com Liaison| GameStop | Service Matters

Dear *** On behalf of GameStop, we apologize for this poor experience in association with our company. Upon investigation, it appears that the order has been failing to collect payment with *** We are currently trying to uncover the reason behind this error to ensure a fast resolution
At this time, we do not have this item in stock and we are waiting on replenishment from Nintendo which is expected sometime in AprilI have been attempting to upgrade the shipping for you however, the program I use is failingI have paired with our Online Orders team to get more clarification on this order. We may need to cancel this order and place a new order over the phone for you to try and straighten things outFor your trouble and hassle, I would like to offer one of the accessoriesShould you call in to attempt to place the new order, we will add one of the Nintendo Switch Starter Kits at no cost to youThis is a $value. Please reach out to our corporate main line at *** Monday through Friday AM to PMWe will not be able to accept *** over the phone and will need an alternate form of payment.If you have additional questions, I am here for you*** *|Revdex.com Liaison|GameStop|ServiceMatters

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12728378, and find that this resolution is satisfactory to mePlease maila paper check out
Regards,
*** ***

Dear *** On behalf of GameStop, we apologize for this poor experience in association with our company. We are very pleased to see that you were able to place the order for this much sought after bundleThat is very good to hearWe apologize for the delay in some of your itemsWe can
see how this might be frustrating for youAllow me to clear this up for you to help ease that frustrationWe have the option to place an online order through the store directly as to help those guests who want to place an order but do not have a credit card or a gift card available to fund that orderIt allows our guests to have access to the games and accessories that might not be at their home storeWhen an order is placed at the store, the funds you pay at the store are transferred to a digital gift card on that online order to hold until we have the product available to ship outWe as well do not charge until we shipHowever, you might see it a bit differently since you paid right at the store and were not aware of our processYour items might not have shipped all at the same time as we had sent what was immediately available and the very moment we received replenishment from Nintendo we shipped that product nextYour order shipped separately from different GameStop warehouses and you were able to receive the overnight shipping when the items did shipYou should be expecting the last portion of your order, the extra Joy-Con accessories, as soon as it becomes available! We thank you for your patienceIf you have additional questions, I am here for you*** *|Revdex.com Liaison| GameStop | Service Matters

Dear *** On behalf of GameStop, we apologize for this poor experience in association with our company. Upon investigation, it was discovered that the system had finally delivered on 12/20/with tracking number ***Should you wish to exchange the console, feel free to
head up to a local GameStop store for assistance with thisFor questions or concerns the store may call their store dedicated hotline for assistance If you have additional questions, I am here for you*** *|Revdex.com Liaison| GameStop | Service Matters

Dear *** I was able to see that the gift card now been mailed outIt should arrive at the address from the original order within weeks depending on how quickly USPS delivers mail in your areaShould you wish to get the funds pulled manually from the card we can do so! All you will need to do is visit your local GameStop store with I.Din handThey will call their Store Dedicated Hotline and transfer the money to a new card for you! If you are alright with waiting the estimated time frame of 5-business days, you should be able to receive your gift card shortlyWe thank you for your continued patienceIf you have additional questions, I am here for you*** *|Revdex.com Liaison| GameStop | Service Matters

Dear ***,On behalf of Gamestop, we apologize for this poor experience in association with our company I have spoken with the District Manager *** and he stated that the issues that you described were explained and that if you had any further issues to contact him back.If you have additional questions, I am here for you. *** *** * *** *** *** *** * *** * *** ***

Good morning, ***On behalf of GameStop, we apologize for this poor experience in association with our company. Thank you for making us aware of these issues, I have cascaded the feedback you've provided within your complaint to the appropriate parties to review further, as we strive to
provide concise and accurate information for our guestsTrade values do fluctuate on a daily basis, however if there are inaccuracies it's important for us to review them in case a correction is neededFor the inconvenience of this, I have processed a GameStop digital gift certificate valued at $under order #***You can expect for this to arrive in your e-mail inbox within hours, however I would like to advise that if it's been past the provided time frame and you still have not seen this come through, 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,*** *** **|Revdex.com Liaison| GameStop | Service Matters

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.I have never recieved any valid code from Gamestop, can you kindly send it again?
Regards,
*** * ***

Dear *** On behalf of GameStop, we apologize for this poor experience in association with our company.Upon investigation, your information matches both of the online orders, the reason your orders were cancelled is because we received an email from your email address requesting to cancel one of
the orders. I am unsure as to the reason why your first one was cancelled and will continue to research the reason why the agent had interpreted your initial email as a cancellation request. This was the information included from your direct email for the second order.01/23/6:48amFrom: ***First Name:***Last Name:: ***Mailing Address:: *** ** *** ** *** *** ** ***Phone Number::***Order Number::***Message:: Please cancel this orderYou have not fixed my issues and I refuse to do business with you. Should you still desire to order this specific item, please reach out to our customer service line and I will leave detailed notes explaining that we need to place another order for youI will ensure they understand to NOT cancel this third orderPlease have your order number handy when you callIf you have additional questions, I am here for you*** *|Revdex.com Liaison| GameStop | Service Matters

Dear *** On behalf of GameStop, we apologize for this poor experience in association with our company. Upon investigation, this order shows for a PlayStation and not a PlayStation as stated in your complaintThis order is unable to ship out as it is now out of stockWe can most
definitely set up a refund if you would like to cancel this orderI was able to see that you paid $on a GameStop gift card but the remainder was with a debit card totaling $The refund process does get a bit complicated since this was an order placed inside of your local GameStop store but rest assured that we can help! I can issue you the entirety of the funds spent on a GameStop gift card to be emailed out to youYou will just need to respond to this complaint by rejecting the resolution to let me knowIf you would rather get the cash back since you paid majority Debit card, then we would need you to pop into your local GameStop store to set that upAll we ask is you bring your identification to the storeThe store will need to call their Store Dedicated Hotline with the order number in order to facilitate the cash back refundIf you would like the cash back then please visit your nearest GameStop store at your earliest convenience so we may be able to get you the resolution you needed much soonerWe appreciate your continued patienceIf you have additional questions, I am here for you*** *|Revdex.com Liaison| GameStop | Service Matters

Dear ***On behalf of GameStop, we apologize for this poor experience in association with our company.I am truly sorry for the frustration this experience has caused you, and our failure to assist you accordinglyPlease know it was never in our intentions to put you in this position.Upon
reviewing the order further, I was able to show that when you initially contacted us to change the shipping method, the order was too far long in the process for us to make any changes or cancellations to itIt was already pooled and manifested by courier services at that timeOnce an order is manifested, GameStop has no ability to manage or adjust the order. Because of the inconvenience this has caused you, I provided a discount of $on your orderThis will go back to your original payment method and depending on your financial institution it can take them anywhere between 3-business days to accept and process. If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.
*** *.|Revdex.com Liaison| GameStop | Service Matters

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

Dear ***,I apologize for the confusion Please provide the gift card number that you are having issues with There are two gift cards on your orders and one has $and one that has $306.80.If you have additional questions, I am here for you. *** *** * *** *** *** *** * *** * *** ***

Dear ***On behalf of GameStop, we apologize for this poor experience in association with our company. I am truly sorry for all of the trouble you've been through trying to get this resolvedI would be more than happy to make an exception on our return policy for your case and offer a return
and exchange on the defective product you have receivedI have processed a paid for UPS Return Shipping Label to be sent to your e-mail addressWhen this is received, you're able to drop the product off at your local UPS Store to have it shipped back to our fulfillment centerOnce we're able to show that the product is in transit, I will process a replacement to be shipped to you via UPS Overnight DeliveryTracking information will be sent once the replacement has been picked up from our facility, and should arrive within 1-business days. If you have further questions or concerns, please do not hesitate to let me know- I am here for you.Best Regards,*** *** *.|Revdex.com Liaison| GameStop | Service Matters

Dear ***On behalf of Gamestop, we apologize for this poor experience in association with our company We have notified the district manager of the store in which this issue has taken place You will be contacted by them shortly.If you have additional questions, I am here for
you. *** *** * *** *** *** *** * *** * *** ***

Dear ***On behalf of Gamestop, we apologize for this poor experience in association with our company Please provide the following information so we may assist in this matter:Store #:Store Location:Any information you can provide will help us resolve this issue.If you have additional
questions, I am here for you.
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