Gamestop, Inc.

Dear ***On behalf of GameStop, we apologize for this poor experience in association with our company.I am truly sorry for all of the frustration that has been caused by this issuePlease know it was never in our intentions to put you in this position. I have created a new order for a copy
of Hey! Pikmin under order #***This order has been marked down to the price of $($after tax) and has been provided with free overnight deliveryI felt that this discount and service was especially warranted after everything you've been through trying to get this resolved, and us failing to do so on multiple occasionsI have pulled the funds off of the gift card that would have been used to fund the original order (Order #4170419105628071, Gift Card ***) to be used towards the new orderThere will be a remaining balance of $on that gift card that can still be redeemed if you would likeIf you no longer have this gift card in your possession, please let me know and I will be more than happy to either mail or e-mail you a replacement. I will be keeping an eye out on this order until the product ships- should I see any difficulties arise, I will let you know immediatelyTracking information for your order should be e-mailed once the product has been picked up from our facilityOvernight delivery through UPS can take 1-business days, so there is a chance that the product will arrive tomorrow, however the absolute latest would be Monday, 8/7/If it has been longer than the provided time frame and you still have not seen the product delivered to your address, please let me know at your earliest convenience so that I can assist you further. 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 find that this resolution is satisfactory to me
Regards,
*** ***

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 belowBecause, the email you identified is for a basic card provided a clerk in a store who refused to help me resolve my lost card issueAnd that card has just been updated with points and I have that card in my possession However, the card I misplaced/lost has the following points on it and I would like to redeem my points in week, because I have been trying to get this resolved for over weeks now I need a new card sent to me as soon as possible for this Pro membership card listed below I have provided the ACCOUNT# to the Pro Membership status under the account# section of this Revdex.com complaintTherefore, this information has been given The Revdex.com site states not to provide personal information in the body of the text of a complaint because it can be made publicI will leave out the last four digits of the account number for my protectionHowever to get this resolved I am a PRO MEMBER; Since Sep 2012; PowerUp Rewards* ***; last used Jan., 20, 2015; Pro lifetime value $111.95; Available Points: 16, Please take the information provided and send me a new card as soon as possible.Once again, the full account number has been provided to the Revdex.com under the account# section; Model Name or Number; Order # section; Order, Contract, Account, or Policy Number:
Regards,
*** ***

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
Regards,
*** ***
The response given only addressed two of the issues presented One was trying to re order the item which does not show up in their system but still blocks any and all attempts I make at re purchasing the item The other was trying to reduce the cost of shipping, while they may not be able to do this they should stipulate on their website that shipping is MANDITORY before adding it to the cart For three weeks the site stated that it was available in store even though that statement is completely and the website's main page still displays it as I quote "only 79.99" This is advertising as shipping is required to purchase the item
I was also given a simple apology and three line response This seems forced and does not make me feel like a valued customer After spending over an hour on hold alone and having frankly one of the most unpleasant phone experiences I have ever had the company as a whole has left a bad taste They showed no wish to compensate me for the terrible customer service or abatraily blocking me from purchasing from them when I can shop at other retailers for less The main complaint I have is the bait and switch manner in which they offered this product Instead of making it clear that shipping is required or having polite customer service, they charge an additional nearly 20% to get it when it comes out and asking for assistance results in rude responses and a ban from buying it Again as a sign of goodwill for the blatant anti consumer policies and advertising as well as my wasted time I ask for a copy of taken king limited edition for the Xbox one

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

Dear ***On behalf of Gamestop, we apologize for this poor experience in association with our company Once again as this rebate was claimed, but not received you will need to contact the rebate card company They have asked that you call their phone number at: Phone: *** ***Monday - Friday 7:AM to 11:PM CSTSaturday 8:AM to 11:PM CSTSunday 9:AM to 11:PM CSTThe company is called Prepaid Rewards.If you have additional questions, I am here for you. *** * *** *** *** *** * *** * *** ***
Revdex.com
MESSAGE FROM BUSINESS:
Dear ***On behalf of Gamestop, we apologize for this poor experience in association with our company Once again as this rebate was claimed, but not received you will need to contact the rebate card company They have asked that you call their phone number at: Phone: *** ***Monday - Friday 7:AM to 11:PM CSTSaturday 8:AM to 11:PM CSTSunday 9:AM to 11:PM CSTThe company is called Prepaid Rewards.If you have additional questions, I am here for you. *** * *** *** *** *** * *** * *** ***

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 had to contact Steam support on multiple occasions to have this resolved but of course they followed through faster than Gamestop would haveI think there are more games (other than the received) under my account that Gamestop is failing to provide meWhich includes Nancy Drew: Ransom of the Seven Ships; Nancy Drew: The Haunting of Castle Malloy, Nancy Drew: The Phantom of Venice and Nancy Drew: The Danger by DesignIt would be just like Gamestop to only provide the games that a customer service work told me aboutI went two years before they would even tell me that I had an account!
Regards,
*** ***

Good afternoon* ***On behalf of GameStop, we apologize for this poor experience in association with our company. I am truly sorry for the lack of assistance you've received and for the frustration this has caused you, please know it was never in our intentions to put you in this
position. This product was packaged and sealed by the manufacturer (Gearbox) and not by GameStopGameStop only packaged the Collector's Edition into a shipping container to be provided to courier services for deliveryIf there were items missing from the package, such as the steelbook case, and the package didn't appear to be tampered with when you received it, then that would be a packing error with the manufacturerWe would recommend contacting Gearbox to inquire about receiving a replacement case, as we did not receive any additional supply of those cases since they were not considered a "pre-order bonus" You can contact Gearbox further at: ***Should Gearbox need a proof of purchase or any form of documentation verifying the shipment of the item, GameStop will be able to provide you or them with that information. 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

Good afternoon* ***On behalf of GameStop, we apologize for this poor experience in association with our company. I'm so sorry to hear about thisUnfortunately, we are unable to delete or remove information from our servers at this time, as this information acts as documentation for any
receipts or purchases made with the companyWe recommend updating your password for your e-mail address, and if applicable, set up 2-Step VerificationWe also suggest logging into your Guest Account on the *** website, and removing or modifying any sensitive information that may have been stored on the account when you last signed in, such as an address or phone number. If you have 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

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 you since the associate had informed you everything would ship immediatelyAllow 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 outYou are correct! We 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 processSince the funds you paid in store were transferred to a digital gift card, which would have been the reason why a gift card refund option was offered to youYour 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 shipWe am happy to see that all of your products have now arrived! We thank you for your patienceIf you have additional questions, 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 have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.Consumer called the Revdex.com 1/18/and stated as of today he has not received a phone call from the district manager.Regards,
*** ***

Dear Mr*** * ***On behalf of GameStop, we apologize for this poor experience in association with our company. Our records show that your GameStop PowerUp Rewards account has been cancelled as of 6/15/and is now past the grace period to be reinstatedThis account is no longer
active and can no longer be accessed online or used on transactions in our retail locations. If you have any 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

Complaint: ***
I am rejecting this response because: When it comes to Injustice jersey, the website stated that a jersey is available as a pre order bonus for individuals who pre order the gameI understand "while supplies last", the complaint is because no where on the advertisement did it say the jersey's will be raffled offThe website said it is a pre order bonus, not a raffleThe store informed me that the company changed it mind on the pre order bonus and changed it to a raffle, no where on the website did it say a raffleWhen it comes to crash bandicoot, I pre ordered the game when it was first announced, so when the pre order bonus popped up on the website and after I talked to the local Gamestop, they said if you pre ordered before the bonus was announced, you do not get oneSo my receipt stated "Crash bandicoot (No Keychain)No where on the advertisement did it say anything about early pre orders will not be fulfilled with the keychain
Regards,
*** ***

Dear ***On behalf of Gamestop, we apologize for this poor experience in association with our company I have forwarded this issue to the District Leader of this store.If you have additional questions, I am here for you. *** * *** *** *** *** * *** * *** ***

Dear ***I apologoze for the confusionAs the retailer for this product, we do not have any codes to provide youThe manufacturer has not sent us any to provide as a back upYou will need to address these concerns with PDP, should they require a proof of purchase we are more than happy to provide you with this. If you have additional questions, I am here for you*** *|Revdex.com Liaison| GameStop | Service Matters

Complaint: ***
I am rejecting this response because: Free shipping is not anywhere near an adequate response to the mishandling of this preorder, absence of communication, and rude and improper treatment by your customer service representativeFurthermore, this behavior has led to my owning a system that I cannot adequately protectI have also had to purchase a separate screen protector directly from Nintendo snd pay for expedited shippingGameStop clearly took too many preorders for this itemThere are currently two bundles and the item itself listed on the website and I believe there were other bundles available in the pastWorse than that fact is the complete lack of communication from your companyTo this date--days after this product was released--I have received no communication from GameStop (except in response to inquiries I initiated) that this item would not be availableI should have been notified immediately when GameStop was aware that it would not be able to provide this product when it indicated it would be releasedThis should have been before the release date so that consumers could look into other optionsFurthermore, to be treated the way I was by your customer service representative is inexcusable: accusing the customer of not listening, placing the blame on the customer for poor customer service experience, denying things stated earlier in the phone callAll these things were recorded in the phone call by GameStopWhile GameStop likely cannot provide the product that was preordered over a month in advance, free shipping is a terrible offer to remedy their mishandling of this entire situationI spent $plus $for expedited shipping for a screen protector that was part of the starter kit which is the product I should have received on 3/3/Having to spend this extra money is a direct result of your not providing the product when promised and offering no help for protecting the system while waiting for the manufacturer to provide more productsNumerous reports of scratched screens from regular use of the Nintendo Switch have arisen so just waiting and trying to be very careful was not a reasonable optionThe expedited shipping was essential because of the risk in having the screen scratched and screen protectors were not available in storesIt is not the customers fault that GameStop did not communicate (and still hasn't communicated) about their insblility to fulfill this order on timeThe customer should not have to go out of his way and pay additionally to protect his system when this was to be provided by the product in questionFinally, the customer should not be mistreated when calling in about concerns about GameStop's mishandling and absence of communication about a product they are not providing when they said they would
Regards,
*** ***

Dear *** Due to the extremely limited availability we had to restrict the Master edition to be online onlyWe apologize the store's system allowed you to create a preorder that they later had to cancelUnfortunately we no longer have any preorders available for the itemOur website is updated frequently as availability permits and you are welcome to place a preorder for the master edition if the item goes live at a later time The amount of Master Editions we receive is not dictated by GameStop and we are at the mercy of the Manufacturers with the number we getWe do not have any product in our warehouses to fulfill your request as this item has not released yetIf you have additional questions, I am here for you*** *|Revdex.com Liaison| GameStop | Service Matters

Dear *** We apologize for any frustrations this may have caused youIt is most unfortunate that your email didn't go throughRest assured we would always inform you of an error with your orderThat way you can stay in the know in order to make any necessary updatesShould you change your mind please feel free to call out corporate main line instead of the regular customer service line so we may try to place an order over the phone for you.Thank youIf you have additional questions, I am here for you*** S|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 *** On behalf of GameStop, we apologize for this poor experience in association with our company. I came across your email directed from our facebook pageI was about to reply when I noticed you stated you filed a complaint with the Revdex.comLuckily, I am our Revdex.com liaisonThe first thing I
would like to do is apologize for the delay in your refundThe agent you spoke with did submit the request for refund properly, however the request wasn't addressed until business days laterI was able to locate your orders and saw that they started the refund process as of 2/22/Our automatic programming for online refund orders starts the refund process fairly quickly and I was able to hunt down both of the reference numbers you would need.If should be able to provide these reference numbers to your financial institution so they might locate the refund and post them a bit faster for you. ***
***I would also like to get the calls pulled for you in which you had the bad experienceThis will help in retraining the agents in order to better help our guests in further questions and concernsI have submitted the information to those team leaders to get them pulled as soon as possible. We thank you for bringing this to our attention as feedback is extremely important to us.If you have additional questions, I am here for you*** *|Revdex.com Liaison|GameStop|ServiceMatters