I'll start by saying that I had no choice but to drive almost half an hour from my home, to this location. Because this location was the only store that had the headset I was looking for brand new. The store opened at 11:00 I went to this location, and got there about 11:05 got straight in line behind another customer. This associate was helping someone at the register. There were a few customers who came in after me, and meandered around the store, but this associate never acknowledged any of them with a greeting or a simple "I'll be right with you guys", "Did you guys need any help finding anything?"
The store was starting to get very busy, and instead of trying to move the line a long. This associate kept offering the people at the register time consuming options, instead of trying to keep the flow of customers coming and going. He spent at least 15-20 minutes with this customer, because he offered the people at the register service plan, after service plan, even though the customer declined the offer. Then, he offered to call other stores for a particular title, and when that failed.. he went online to help the customer order the title from the computer.. taking his sweet sweet time.. never did this associate look up and acknowledge the line....or at the very very least apologize for the wait time. which has now gone out the door.. I witnessed customers leaving things they were going to purchase behind because the line had grown so long.
After he finally finished with that customer.. the next one went up.. and tried to trade in a game... which the customer was not of age so he could not complete the trade in... instead he suggested to the customer that he bring in an older friend, or somebody to do the trade in...for him. The customer asked for a particular title, and when this title was sold out. This associate then went on to take at least another 15 minutes trying to convince the customer to buy a game the customer did not want.. again.. the line still had not moved.. and this associate still had not even looked up and apologize to any of the customers who were getting very very impatient.
When it was finally my turn.. I was very irritated, and wanted to get out of there as fast as I could. I told the associate I had a pair of Turtle Beach X04's on hold for me... The associate went to the back room... and took at least 2 minutes searching for it... when he came back with my product I paid for it with a gift card and even though I told him that I did not want to upgrade to the highest level of the Power Up rewards program he kept pushing the subject. I finally told him that that I would renew it when I got back to my home store in Visalia.
This is by far the worst experience I have ever had with a Gamestop. I've been a both loyal customer for many many many years, to an employee of the company for a few years. And I have never ever had or seen such poor customer service skills. When I was with the company the goal was to keep the line moving, and not have customers get up and leave because the wait time was so long.
I will never shop at this location again, and will tell every one of my friends, and family about this store. I personally do not believe that this store deserves the Prestige title. Especially if this associate is employed by the company, maybe it was the store manager who did not train him well. Who knows, but I am very very upset with this.
Very upset with this visit. read more
