Gamestop, Inc.

Dear [redacted],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. [redacted] [redacted] [redacted] [redacted]

Dear [redacted], I am sorry that you have found the District Manager's resolution to be unsatisfactory. However, transactions that take place in store must be handled at the store level. The corporate office will not override a decision made by the District Manager. Additionally, emails sent to GameStop regarding store experiences are also sent to the District Manager for review and resolution. If you have additional questions, I am here for you. [redacted]

Dear [redacted],On behalf of Gamestop, we apologize for this poor experience in association with our company.  I have spoken with the District Leader of this store.  He stated that your issue should now be resolved.If you have additional questions, I am here for you. [redacted]

Dear [redacted]On behalf of Gamestop, we apologize for this poor experience in association with our company.  Please provide the following information:Store location:Item in question:Any information you can provide will help us resolve this issue.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.  We are no longer supporting the GameStop App for gaming purposes.  Here is the list of PC game codes, if you have any issue with these codes please reply.  All codes can be...

downloaded on Steam, Origin, or uPlay.Product: Castle of IllusionSerial Number: 02I7B-KQ8X3-J8H6IProduct: LEGO: The Lord of the RingsSerial Number: RAETL-J5BJT-KTEVNProduct: MX vs ATV ReflexSerial Number: FCT2E-CK9T4-VQNRH-HIX4Z-K5M6KProduct: Warlock: Master of the Arcane - ArmageddonSerial Number: 4X07J-G4V6P-TVRFWProduct: Warlock: Master of the Arcane - Master of ArtifactsSerial Number: 3VTZ3-GK0L3-FVDX2 Product: Warlock: Master of the Arcane - Power of the SerpentSerial Number: 7EYZG-XC6VI-EALD6 Product: Warlock: Master of the Arcane - Powerful LordsSerial Number: 5H7A5-QGAH5-MPQD9 Product: Warlock: Master of the Arcane - Return of the ElvesSerial Number: 3Y0PM-DPXVR-YH36FThe following games will be refunded via Corporate Check for a total of $75.92Product: Aveyond - Gates of Night: Refund $18.49Product: Baldur's Gate II - Shadows of Amn & Throne of Bhaal: Refund $4.99Product: Black Mirror: Refund $2.49Product: Dead Reefs: Refund $2.49Product: Icewind Dale II: Refund $4.99 Product: Last Half of Darkness: Society of the Serpent Moon: Refund $4.99Product: Lord of the Rings Online: Riders of Rohan Heroic Edition: Refund $24.99Product: The Guild Complete Collection: Refund $12.49If you have additional questions, I am here for you. [redacted] [redacted] [redacted] [redacted]

Hello, I'm writing in regard to complaint # [redacted]. I've attached pictures of one of the items I received from Gamestop.com which was supposed to be new but instead had marks on the case and had previously been opened. The item had a sticker affixed to it by Gamestop as it wasn't factory sealed....

Please include these photos with my complaint. Thanks.

Complaint: [redacted]
I am rejecting this response because:I appreciate that you will be contacting the district manager; that's a good step but that doesn't resolve the issue with the store.You complete ignored the lack of quality control in your on-line operations and made no comments about process improvements there.  Also, a district manager is not going to be able to affect the people that answers the 800 number.  Also, if I were in your shoes, I would have noted that I explicitly called out that the only reason I buy games from Gamestop is the add-on no questions asked warranty and I would have said I'd look into adding that as an option when purchasing games on-line.  That's not critical to resolving my complaint, but I would think it would be a wise business move.Thus I have no reason to believe you are going to make changes that prevent this from happening in the future.
Regards,
[redacted]

Hello [redacted], Unfortunately we are unable to provide a full refund without the return of the items. However, the $10 coupon that you were previously offered is still available should you decide to accept it. We will be happy to refund the incorrect amount back to the credit card and remove the funds from the gift card that you attempted to use as stated in the previous email. There will be no further compensation or appeasements for this matter. Please advise how you wish to proceed. If you have additional questions, I am here for you. [redacted]

Dear [redacted] Thank you for providing the requested information. Our records reflect an active PowerUp Rewards membership account with the email address of: [redacted] However, there is no PowerUp Rewards membership account/number associated with the second email address that you provided: [redacted]You may visit any GameStop store location to establish a new PowerUp Rewards account number. The email address that you provide for the new account must not be associated with the present active account. The store associate may contact our Store Support center to cancel the existing account and transfer any available points balance to the new PowerUp Rewards account upon establishment. Please be sure to bring your drivers license or state identification for account verification purposes. If you have additional questions, I am here for you.  [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.
Regards,
[redacted]
The district manager never contacted me and if he told you he did he is lying.

Dear [redacted] On behalf of GameStop, we apologize for this poor experience in association with our company. Upon investigation, I was only able to locate a handful of transactions that were tied to the phone number provided. I pulled up every transaction and the math doesn't add up...

unfortunately. Would you by any chance remember any of the other phone numbers tied to your account?My search only goes back to 2014. (and even then the points adding up would be -18670 after you used 30000 on coupons in 6/15)I would very much like to help you and your son with this as there seems to be a glitch in our system and it wiped the original account. If you would please reply with any other phone numbers by rejecting this resolution. Thank you. If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison| GameStop | Service Matters

Dear [redacted], 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....

[redacted]|Revdex.com Liaison|GameStop|ServiceMatters

Dear [redacted],On behalf of Gamestop, we apologize for this poor experience in association with our company.  We have stated that you are welcome to place this order again.  I have check our order servers and do not show that you have attempted this order again.  All orders that are placed on GameStop.com are subject to shipping costs.  The shipping cost is relevant to the delivery time you chose.Please accept the following $10 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] [redacted] [redacted] [redacted]

Dear [redacted]On behalf of Gamestop, we apologize for this poor experience in association with our company.  I have two orders under your information, both have a PlayStation 3 with a 2-Year Plan.  Is the system you are having issues with one of these PlayStation3 (you have mentioned a PS2).  What are the issues that you are having with the said system?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.  You have been refunded the shipping costs for this order.  If you have additional questions, I am here for you. [redacted]...

[redacted]

Complaint: [redacted]  Dear Office of the President,   I am rejecting this response because:    Your reasoning goes against your company slogan which is "Play Trade Save Repeat."   You wrote "It is not the purchase and trade of your switch console that set the trade suspension. It is the misuse of the promotion and previous history your account has. While GameStop does offer special trade promotions for their guest to take advantage of, the intention is that those promotions are one-time use per guest."   See here: [redacted]   Your promotion stated:  Get $100 Extra Credit when you trade toward a new HTC VIVE. Eligible trade categories are: Switch, PS4, PSVR, XB1, Smartphones: iPhone 6 & Samsung Galaxy S6. Valid toward a new HTC Vive. Offer valid on system and smart phone trades only. Not valid toward cash trades. Trades must be in full working condition to receive full value. Defective items may be eligible for trade at a lesser value.  Trades subject to manager approval. Cannot be combined with any other offer.  See store associate for details.  No dealers.  Offer valid in the United States and Guam only.  Void where prohibited. GameStop, Inc. reserves the right to cancel, terminate, modify or suspend the offer for any reason without notice. Offer valid 8/15/17 - 9/5/17.   The promotion was valid and not terminated and the above terms and conditions do NOT spell out any one-time per guest limitation. [redacted] | [redacted] was extremely helpful at the Beverly location (he can attest to my character as well).  I had 2 systems, the Switch and the PS4 Pro. The PS4 Pro had a missing cable and imaging issue so I traded the Switch toward the HTC Vive (just as the above promotion stated) - How is trading 1 system toward the HTC Vive a "misuse of the promotion?" No one at GameStop corporate, or regionally has explained what I actually did wrong... 3 days after the promotion the Vive dropped $200 Nationally. I went back for a price adjustment. The sales agent returned it. I inquired about trading the PS4Pro toward it as I had found the cable and after your employee read the terms and conditions,  I was told that I could. I went home, came back with the system and that is when I found out that I was trade banned. This means that during the time between trading in the Nintendo Switch and before attempting to trade in the PS4 Pro, I was banned, thus, I was banned for trading in the Nintendo Switch based on logical reasoning.  Also, what previous history? Last Christmas GameStop corporate sent me a $60+ loyalty gift card and thanked me for my year of being a loyal customer. I was a paid Pro member up until 2019. One representative on 9/20 from the Rewards Pro department said that I was banned because I FORCED [redacted] to give me a free game. Your site claimed that there was a 40% extra trade credit towards Splatoon 2. (See below) and your system only applied a 20% extra credit. There was no argument, I just pointed this out and [redacted] kindly helped by adjusting the price of Splatoon 2 to $0.00. (Luckily for me [redacted] was covering at the Liberty Tree Mall) -- Side Note, give him a raise, he's a great energetic employee. He knows policy, reaches out to corporate and just always makes shopping at the Beverly location great!   [redacted] LEGAL - 40% EXTRA CREDIT TOWARD SPLATOON 2 Offer valid for game and accessory trades only. Credit must be applied toward the pre-order or purchase of a new copy of Splatoon 2. Not valid toward cash trades. Trades must be in full working condition to receive full value. Defective items may be eligible for trade at a lesser value.  Trades subject to manager approval. Cannot be combined with any other offer.  See store associate for details.  No dealers.  Offer valid in the United States and Guam only.  Void where prohibited. GameStop, Inc. reserves the right to cancel, terminate, modify or suspend the offer for any reason without notice. Valid through 8/13/17. It also showed - [redacted] LEGAL - 20% EXTRA CREDIT TOWARD: SPLATOON 2, HEY! PIKMIN, MIITOPIA, & AGENTS OF MAYHEM Offer valid for game and accessory trades only. Credit must be applied toward the pre-order or purchase of a new copy of Splatoon 2, Hey[redacted] Miitopia, & Agents of Mayhem. Not valid toward cash trades. Trades must be in full working condition to receive full value. Defective items may be eligible for trade at a lesser value.  Trades subject to manager approval. Cannot be combined with any other offer.  See store associate for details.  No dealers.  Offer valid in the United States and Guam only.  Void where prohibited. GameStop, Inc. reserves the right to cancel, terminate, modify or suspend the offer for any reason without notice. Valid through 8/13/17. Kindly notice that the EXPIRATION DATES on these two contradictory promotions match. You also wrote "Because there were signs of misuse and a violation of those terms & conditions, the decision has been made to suspend trade transactions indefinitely both by regional and corporate loss prevention."   What loss? Your company creates promotions for customer to take advantage of. If you run a 60%+ boost promotion for trading 6+ games and at the same time you are running a buy 2 get 1 free on preowned games promotion , is it my fault for noticing that you are taking back games at literally the price of admission? I didn't violate any terms, I just merely UTILIZED the current offer to be able to "Play Trade Save Repeat."   GameStop really needs to consider how they word trade promotions and also SPECIFY clear LIMITS on trades etc. Nothing I have traded was stolen. Nothing I have traded you was fraudulent. Everything went by the terms and conditions and your systems allowed them.     My requests:   My trade account reinstated.The ability to buy the NEW Elite Pro Membership.A memo sent to employees, letting them know that there was a misunderstanding and that [redacted] is NOT and that corporate made a mistake by banning him for merely UTILIZING AN ADVERTISED PROMOTION ONCE.I want a written and verbal apology from [redacted] the regional manager for the way he spoke to me on the phone. I was merely trying to explain my side of the story. If he's going to call me, refuse to let me speak, refuse to give any sort of evidence, refuse to show me any history that justifies his point, and THREATEN TO CALL THE POLICY if I inquire about it, then he's NOT doing his job. Especially since,  the store told me to call corporate, corporate told me to talk to the regional/ district manager and go to the store to get that information. The store states that they cannot give out Regional/ District manager information and then finally district (or regional) call me and literally just DID NOT LET me explain anything and he refuse to provide any sort of evidence of fraud and threaten to call the police if I contacted him again.   Kind Regards,   [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.  I would happily comply with their return policy if I had actually gotten the product I ordered.  
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]

Dear [redacted] On behalf of GameStop, we apologize for this poor experience in association with our company. It appears that your attempts at any digital content orders on 2/25/17 would not complete at all, for this we do apologize as we were experiencing technical difficulties that day. I...

researched this further for you and accessed a program that speaks directly with your financial institution and see that we never authorized for a full amount on that day. This will need to be addressed by your financial institution as we never settled or authorized for any funds.Sine there is no official order that was created, I unfortunately do not have access to the gift card number. I was hoping to look into the card to see if it was stuck in our "balance check" portion of online orders. Would you please reply with the gift card number (usually starts like [redacted]) but do not include the pin number. If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison| GameStop | Service Matters

Dear [redacted]On behalf of Gamestop, we apologize for this poor experience in association with our company.  I have recalled this package to return to our warehouse.  I have also issued a fulled refund for this order, please allow 3 to 5 business days for this refund to process fully.  If for some reason the package reaches you with the recall in place please refuse the package.If you have additional questions, I am here for you. [redacted]

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. I will wait to hear back form the district manager
Regards,
[redacted]