My children recently traded in several games and received $25 in store credit. We used that credit to order a game for home delivery. During checkout, the employee did not verify our address. I immediately noticed the incorrect address on the order and brought it to his attention. He assured me the address had been corrected and that everything was taken care of.
However, I later received an email confirming the order had been shipped to an address we have not used in over eight years, located in another state. I contacted the store and was instructed to call customer service to cancel the order. I followed those instructions, successfully canceled the order, updated my address again, and received a confirmation email indicating the cancellation was complete.
When we returned to the store to reorder the game, expecting the store credit to be restored, the store manager informed us that the item had already shipped despite the cancellation confirmation. As a result, we were told we must wait until the package is delivered to the incorrect address, gather documentation (including delivery confirmation, cancellation confirmation, and identification), and submit it to customer service before the credit can be reinstated.
This situation has been both time-consuming and frustrating, particularly because the issue originated from an in-store error that I attempted to correct immediately. It is disappointing that the store does not have the ability to resolve mistakes made during the transaction and instead requires the customer to navigate a lengthy process for resolution. I am still waiting for this matter to be resolved. read more
