Gamestop, Inc.

Complaint: [redacted]
I am rejecting this response because: This response doesn't address my problem at all. This is the root of the whole situation. Not only was my complaint obviously not read (or I wouldn't have been directed to read an FAQ that I have gone over numerous times since the first day of suspecting an issue), but this is another instance of being directed to a non-solution in hopes that the problem/I will just go away.Just to be crystal clear. I have read every FAQ. I have talked to countless representatives in both Gamestop customer service and Gamestop rebate center, both on the phone, and over email, and live chat, across a dozen hours. No one seems to be able to even address the problem. I am constantly pushed off on someone else, told to go somewhere else, or contact yet a different place with only the same thing happening on the other side. I have been explicitly lied to about the problem being addressed so that I will cut contact.My purchase record, along with all of the phone and email correspondence *must* be accessible for review. There is absolutely no reason at this point to not know the full depth of the problem and my effort to resolve it.
[redacted]

Dear [redacted]On behalf of GameStop, we apologize for this poor experience in association with our company.  We have notified the district manager again of the store in which this issue has taken place. According to the notes left on the store issue report, an attempt was made to reach out. I have...

included your notes on the report to that district leader to inform that you have received no such contact. You should be contacted by them shortly, however, should you not receive a call or an email within 3 business days please respond by rejecting this resolution to let me know.If you have additional questions, I am here for you.[redacted]|Revdex.com Liaison| GameStop | Service Matters

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

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

Complaint: [redacted]
I am rejecting this response because:[redacted] I appreciate your response and efforts for resolution.I am ok with having new gift cards issued for the original amounts.Best Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the whole reason I bought this for my son's birthday was because of the bundle - I was charged $71.99 - in addition to that extremely rude customer service and putting me on hold for over 2 hours and the disconnecting my call by Gamestop Customer Service - I could have easily bought the Fire Emblem Fates Conquest from [redacted] for $32.69 and saved money - refunding me $21 on credit card and sending me a $8 gift certificate is a very poor tradeoff. The least you can do is refund me half of what was charged
Regards,
[redacted]

Dear [redacted]On behalf of Gamestop, we once again apologize for this poor experience in association with our company.  I spoke with the district manager for this store.  He advised that he called to speak with you and left a message with your voicemail that this item could be returned for full price in this store.If you have additional questions, I am here for you. [redacted] [redacted] [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.As I have stated I don't want the product anymore I want my refund of $90.91, I can not trust the company to even send the product if a replacement had been sent as you (GameStop) claim then why was I never notified of it prior to this complaint. And I state again I do NOT want the game, I want my REFUND of $90.91.
Regards,
[redacted]

Dear [redacted]The refund was added up to include the full price of what was paid for the specific digital code. The amount in question would be the shipping charges for the physical copy of Birthright that was shipped to you. Usually shipping is non refundable however I have manually added the remaining $2.46 to the gift card that was sent to you.Please feel free to use this gift card at your leisure either online or inside a local GameStop store!Thank you.   If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison| GameStop | Service Matters

Good afternoon, [redacted]On behalf of GameStop, we apologize for this poor experience in association with our company. I am truly sorry for the run around and lack of assistance you've received from our Guest Care and store representatives. Please know that it was never in our intentions to put...

you in this position, and I cannot apologize enough for the stress and frustration it has caused you. I would be more than happy to provide further clarification, and assist you as much as I can. In-Store Pick Up Reservations do not charge or settle on payment methods. In-Store Pick Up Reservations simply allocate an additional copy of the game to your preferred GameStop store location for you to pick up on release day, without having to wait for the item to be shipped but while having the convenience to secure your pre-order online. The only reason that In-Store Pick Up requests for card information is for security purposes. I have partnered with our Banking & Cash Management departments to attempt to locate an authorization or charge for $63.59, however they were unable to locate this. Do you by chance have this charge or authorization visible on a bank statement that you would be willing to provide? Any information that can help us help you is highly appreciated, and again I would be more than happy to assist with as much as I can. Best Regards,[redacted]|Revdex.com Liaison| GameStop | Service Matters

Complaint: [redacted]
I am rejecting this response because: When the game is opened, it is no longer factory sealed, therefore it is not new. This is a fact, not an opinion. GameStop has the resources to print game info for display, there is no need to gut a copy, and if you do is should be sold as used or at best used but opened at a slight discount. This policy is bad for your customers and bad for your company. Not only that, it leaves room for your stores to sell used games as new, and that’s happening if you believe it or not. It’s unethical and leaves room for fraud. I will never accept this and will continue to fight until GameStop does the right thing. New=FACTORY SEALED. Period! Can I reseal your milk with a sticker and you feel okay with it? No, and you know I’m right. This isn’t for me, this is for the gaming collecting community as a whole, we deserve it.
Regards,
[redacted]

Dear [redacted],On behalf of Gamestop, we apologize for this poor experience in association with our company.  Here are your missing bonus codes for your order:[redacted]If you have...

additional questions, I am here for you. [redacted] [redacted] [redacted] [redacted]

Dear [redacted]On behalf of Gamestop, we apologize for this poor experience in association with our company.  I created a replacement order for the missing Gift Card.  This card should be received in a few hours; the gift card order number is [redacted].If you have additional questions, I am here for you. [redacted]

Good morning, [redacted]On behalf of GameStop, we apologize for this poor experience in association with our company.All GameStop locations are required to represent the games they have in stock by having a case of the game out on the sales floor, and manufacturers are aware of our sales and marketing...

techniques. GameStop's procedure for this is to "gut" new copies that are sent to our retail locations. First, the disc or cartridge and any sensitive materials (such as booklets and downloadable content) are taken out of the case and safely stored in a sleeve. The case from this "gutted" copy is then displayed on the sales floor with the appropriate price sticker.New copies of games will always have at least one “gutted” copy on the sales floor while our pre-owned games will usually have two copies. Our new games are still new, even though we have to open one copy to represent it on the sales floor. This policy was put in place to accurately represent a manufacturer's product to our guests and to show what is in stock at our retail locations. Should one of our guests ask for a sealed copy, we do what is in our power to provide that to them if possible. While we completely understand your frustration with the situation we always try to offer our customers an option outside of taking the display copy from the shelves, such as visiting another GameStop location, or having the product shipped to your home from our warehouse. If neither of these options are available, and a "gutted" copy is sold, the associate on duty will re-seal the case with a resealable bag or label. Our return policy of new games still applies to "gutted" copies, since they are still new, and have not been used in any shape, form or fashion. If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.Best Regards,[redacted].|Revdex.com Liaison| GameStop | Service Matters

Good morning, [redacted]My sincerest apologies for the delay in response to this, I was out of office. The ETA to receive a call back from the district leader after re-opening the ticket is within 72 Hours. After returning to office I had checked my e-mails and saw that the district leader informed me he had attempted to contact you at the phone number provided, but I hadn't received any updates after. Were they able to assist you further in resolving this matter? Since this was an incident that took place on a store level, the district leader is looped in to resolve the issue and address any other concerns our guest may have. If it has been past the provided time frame and you still have to hear back from the district leader, please let me know so that we can continue to assist you. 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,[redacted]|Revdex.com Liaison| GameStop | Service Matters

Dear [redacted],On behalf of Gamestop, I once again apologize for this poor experience in association with our company.  Please accept the following $20 promotional code for a future purchase on GameStop.com:[redacted]Please note that the item(s) must be currently in stock and the total must be over the coupon value.  Some restrictions may apply.  Online coupon codes cannot be used for in-store pick-up orders.If you have additional questions, I am here for you. [redacted]

Complaint: [redacted]
I am rejecting this response because: I had to call back and wait another hour and a half the day I wrote this because NO I did NOT receive my products on time. I attached photo proof of the day I ordered and the money I paid for the shipping since you can't see it. I should of gotten them on the 11/30/17 but I didn't receive them until 11/1/17 which is not on time and not what I paid for. I also got the last game this morning the morning of 12/4/2017. Please explain to me how that is "on time" as you state it was. At this point I am waiting for a FULL refund that I was promised from the last manager I talked to on the night of 11/30/17 but it has not come through yet. I will close this complaint once I see the refund on my card. I was promised a full refund and that is what I plan on getting. Please refer to that phone conversation it happens right before close that day if you need a more specific time. Well that is when someone finally answered. I will say a manager was supposed to call me back as well but that didn't happen so I'm glad I actually called just in case. The last manager I spoke to was the only one who was professional and not rude as well. So that was a plus. 
Regards,
[redacted]

Good morning, [redacted]On behalf of GameStop, we apologize for this poor experience in association with our company.I sincerely apologize for the frustration and disappointment we have caused you. Records show that a survey had been submitted to the district leader that oversees the store in question,...

and that the district leader had attempted to contact you to discuss this experience further. Have you received any contact or voicemails from the district leader regarding this? At your earliest convenience, please let me know so that I may continue assisting you. I greatly look forward to your response.If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.Best Regards,
[redacted].|Revdex.com Liaison| GameStop | Service Matters

Good morning, [redacted]Just to provide an update- Your copy of Injustice 2 is currently packed in our warehouse and is waiting to be picked up by courier services. You should receive tracking information shortly. As for your refund, I'm showing that it was successfully transmitted to your financial institution on 12/4/17 under transaction reference #[redacted]. Providing this to your financial institution may expedite the process on them posting the refund to your account, however it is still recommended to allow 3-10 business days for refunds to be processed. 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,[redacted]|Revdex.com Liaison| GameStop | Service Matters

Good afternoon, [redacted]On behalf of GameStop, we sincerely apologize for this poor experience in association with our company. While the Product Replacement Plan does state that if the original item is not available it can be replaced with a like item and in some instances, a reimbursement can...

be given, it is at the store's discretion and all returns and refunds are subject to manager approval, per our return and PRP policy. Unfortunately at this time we are unable to issue a refund, nor are we able to require our stores to provide a refund either, however I have confirmed with the district leader that the Camp Wisdom location is more than willing to perform an exchange for you and is still holding a Blue Forza Xbox One 1TB Console to do so since your product replacement plan is still valid and does not expire until 12/7/2017. If you have any additional questions or concerns, please do not hesitate to let me know.Best Regards,[redacted].|Revdex.com Liaison| GameStop | Service Matters