Gamestop has caused me serious stress and unhappiness during what is, for me, generally a tranquil and happy time. I am one of the few people I know who actually really enjoys Christmas.
I attempted to start my Christmas shopping with Gamestop.com on December 2. I placed an order online, but due to some glitch one of the items I ordered was showing up in my shopping cart for $30 but the advertised price was $6.99. I called the 800 customer service number and after being on hold for 63 minutes, spent half an hour in the most frustrating and incompetent customer service loop I have ever suffered. The customer service team were not given power to solve problems.
They were not able to receive an email with the screenshot, they were not able to investigate the problem and they were not authorized to fix the pricing. The ONLY option they gave me was to email the escalation team. I did that on December 2. By December 6, I had hear nothing back. I let the items remain in my cart because without the item with the pricing problem, I did not have enough for free shipping.
By the 6th, I had heard nothing back, so I called again. Again it was explained that your customer service team was not given the ability to have the phone service team communicate with the escalation team or the email support team so they were not able to know if my email had been received or was in process. I told them I would no longer wait and they must get a manager to solve this problem because I had been waiting for many days.
The actually offered me a solution and were able to override the pricing issue, but this created 2 additional problems they said they would not address. They would ONLY sell me the item separately and not with the rest of my order. This meant I had to order the rest of the order and pay the extra shipping with added about the amount I saved by them fixing the pricing issue. TO add insult to injury, while I was waiting for Gamestop.com to address their error, 2 of the items in my cart were marked SOLD OUT. I found a couple other things I liked so I was able to place an order online and qualify for free shipping and the extra things I ordered were perfect gifts, so I was just going to let it go at that.
On December 8 I received the items I ordered on December 6, but one item was missing and on the packing slip it said it was going to be shipped separately. On December 8 there was no update so I called and I was told there was no way to know if the item would ever come or not. It was something shipped by a third party and again your failed customer service model allowed no way to actually follow up and check with the vendor.
The manager who told me she was unable to track my item (perpetual marble machine by Think Geek, did do one thing right after i nearly started crying. She refunded my money to a gift card.
Well, since Gamestop.com did not meet my wishes, but I now had a loaded gift card, I went to the local store here in Lawrence, KS.
I was looking around, but the store is small and selection limited. However, I told the manager about my online experiences. He said he felt bad and was the first person who made me feel appreciated as a customer.
He asked what items I had missed out on, and I told him. He got on his computer and found a Star Trek Coaster set at the Blue Springs Missouri store, He actually called the store, confirmed they had it in stock and asked the manager to mail it to the Lawrence store. That was Wednesday, 12/13. After calling the store every day to see if it was in, on Thursday, 12/22 they admitted it was never sent and sold. They did not apologize, but rather became defensive and said NOT MY FAULT. No offer to find a solution, no empathy, no accepting responsibility.
Now I go to the OTHER game store. Gamestop NEVER AGAIN. read more
