Game Over as a company is a great chain of stores that I've been a fan of for years. This location has never been one for great customer service but after this awful experience I've had, I will not recommend it to anyone.
While I was hitting up their stores on Black Friday last month, at this location I happened to spot a crate full of import games that they said haven't been priced yet. For those who don't know, games that are not already valued in their computer system has to be verified by their corporate team. There were two games in the crate that I wanted. I asked them when they may know what the price of them would be, they told me to call back within about a week and they should know.
So I called them later in the week... no price yet. Waited another week and called again... still no price. Repeat those calls until two days ago when they finally had a price for it. The guy I talked to even knew it was me calling and acknowledged that I've been waiting for long. After telling me the price, I knew I wasn't going to make it to their store until Sunday evening because I had plans all weekend. I asked if they could possibly hold both of the games for one extra day, and the guy told me yes they could and took my name down and all was well.
I drove out there from Richmond today after spending the day with my wife, and when I asked about the held games, they seemed a little dumbfounded. They had just finished a rather large trade-in with another customer so I understood. But after waiting for them to get the game for me and talking amongst themselves, they told me that the main game I wanted had been sold.
At that point, my fuse had been lit. Look, I understand the rule is 24 hours but I SPECIFICALLY ASKED it they could hold it for one extra day, since
A) I am (or at least I think I am) a loyal customer who's spent a lot of money and praised Game Over as a company time and time over, especially when people in our hobby tend to bash them
B) I've been waiting for nearly a month for a price on *two* games and THEY KNEW I've been calling weekly asking for them
C) I live nearly an hour away from that store.
Worst thing is, they kept the other game I asked them to hold back (a Japanese music game for PS2) in the hold area with my name on it... hmmmm, I wonder... especially when they were asking each other where it was and one of them shakily said "it sold. ... yeah, it sold. He should have been there within the 24 hour hold limit." The dude who said that didn't look at me in the face after saying that too. Again, hmmm.
They weren't even apologetic over it. One more day of having to hold a game that a good loyal customer has been asking about for weeks shouldn't be a deal breaker. At least in my opinion it shouldn't be. Most of my anger has subsided and now it's just disappointment. Oh well, that's just one less stop in my travels on that side of town and the central Houston location continues to be awesome so my business will just continue with them.
This store has never had anything amazing anyway. This was the one time I was super excited to buy something from their location and in one move they blew it for good.
Their loss. read more