Let me tell you the story of a guy who went to Level Up Games and bought some stuff and then traded…read morein some stuff. Normal, right? Then fast forward at least 15 maybe even 20 years and this guy entirely forgot he had credit because his job took him away from Santa Cruz. But one day he returns to get the batteries changed in his old Pokemon games (which they did quickly and for a very reasonable price) and he was informed he had almost 20 bucks sitting there. That's me. I'm the guy. It's been so long that they could never have told me and I would never have been the wiser. Also, even if I remembered they could have kept the money after so much time had passed and I would have fully understood. But nope, they held on to it and even told me about it. Their collection of retro games is amazing and you can buy modern games there too? It's all you could want in a game store.

I've had a week to get distance from this experience and mull over whether or not I should write a…read morereview, but I felt that it's right to respond instead of just letting it slide because shoppers should be aware of what to expect. I took several gaming hardware items - controllers, adapters, chargers, cases, and a GBA game - to sell because I wanted to get rid of them. I've been a regular customer at this local game shop for years and have always had decent experiences there. When I dropped off the items, the employee at the counter gave me a very firm rundown about policy, percentages, and profit margins right off the bat - not exactly the warmest greeting, but fair enough. They had a backlog of other trade-ins to appraise, so they let me keep the items there and said they'd follow-up over the phone with their prices later, which they did after a couple of days. During that phone conversation with their employee (who was not the employee I dropped off the items with), I asked if she could list out the prices on each item. She provided me with that info and I told her that I agreed to the prices on the smaller items, but that I'd come by in a few days to pick up the GameCube controller because the price was lower than I was hoping for. I didn't argue about it - I just said I'd pass on that one and pick up the rest. About 3 days after that phone call, I came into the store to pick up my items and had what was honestly the worst customer service experience I've had at any local shop, which is why I'm writing this review. There were two employees behind the counter who I recognized from previous visits. After I walked in and asked for my items, one employee handed me the bag and then brought up an old issue from a few weeks earlier where I had attempted to purchase METROID PRIME 4: BEYOND from their website when it was mistakenly listed for $0.00. Immediately after checkout, they had sent me an email revoking the purchase, explaining it was an error on their site. I understood and moved on from it at the time - these things happen. I wasn't actually expecting the game. However, it felt strange to have this brought up again now, especially in a tone that seemed like I had done something wrong by placing the order in the first place. The employee said, "no worries," but the context made it feel like I was being called out rather than reassured. At this point, I was just standing there ready to complete the transaction for the items I'd agreed to sell (a GBA game and one of the cases aforementioned). But then the other employee - the same person I had dropped off the items with initially - told me that they had actually decided to pass on ALL the items and would be offering me $0 instead. I said, "Oh, so you changed your mind from what was offered on the phone?" He then told me that I had haggled with his coworker on the phone and had come back into the store in-person on a different day to push for better prices on all the items. This was completely incorrect. I never came back to the store between drop-off and this pickup, and I never haggled - I simply declined the controller and accepted the other prices. I tried to clarify: "That didn't happen. I didn't do that. You have the wrong information." He dismissed this and launched into a lengthy explanation about their policies and evaluation process, talking over me even when I tried to correct the misunderstanding a second time. His coworker even attempted to interject and redirect the conversation, but he waved him off and kept going. Eventually I just said, "have a good one" and left because I was feeling very uncomfortable. Look, I understand trade-in shops need to make a profit, and I understand that pricing errors happen on websites. What I don't understand is the conflicting information (being offered prices, then being offered nothing), the accusation about behavior I didn't engage in, and the unwillingness to hear me out when I tried to correct the record. I've spent a lot of money here over the years and have always been respectful and nice. I'm disappointed that this is how things ended, but I won't be returning to this shop or spending my money here ever again. I'm posting this so others know to get clear, written confirmation on any trade-in offers and to be prepared for potential communication issues as well as some pretty bad customer service overall - particularly from certain employees.

If you're looking for a piece of nostalgia or to walk down memory lane of your childhood, this is…read moredefinitely a place that you would want to check out. They have new school, old school video game, consoles games, movies and Pokémon cards. I just wish that they were open on Sundays. Service is friendly but parking at times can be a bit difficult since it is on a busy street in downtown San Jose. Definitely recommend checking them out and supporting this business.

Absolutely fantastic shop! I found myself randomly in need of a mouse for a beautiful old Atari…read more520ST computer I'm restoring, and a pal suggested I reach out to Gameshop Downstairs. To my happy surprise, the had the mice in stock and at a very reasonable price. I stopped in and was amazed by the awesome displays, massive inventory, and super friendly and helpful staff. We're blessed to have a few retro-gaming stores around the Bay, and this is right up there with the best of them. I can't wait to go back!

EXTREMELY UNWELCOMING…read more -I went here for a pre release event a few months ago, One Piece OP-09. It went Ok, worker behind the counter was somewhat helpful as I have never been to a pre release event before. But him and no one else would have any kind of friendly/communication. I get it most people in this scene tend to be socially awkward. But that isn't what this review is about. Today I went to the next pre release event. A full house compared to last time. The "locals" crew was there looked me up and down, wasn't greeted and just looked at as if I should not be there. Very bad and unwelcoming energy. The guy behind the counter, (same as last time) verified me through the Bandai + app before i went to the room where the event and games would take place. One more "local" showed up and then he comes to the back, asks to look at my application again, and made an excuse saying I have the wrong one and that I am not part of the event anymore. Instead of causing a scene I just left. Absolutely terrible. Bandai makes the app and these events a specific way. Just because your group who comes to locals night regularly wants in and shows up late, you make up a reason to eject someone who was properly registered for an event. F- Will not be going back to this place again.

Came in to get some games and some trading cards. Guy working said hi and pretty much ignored us…read morethe rest of the time, he was to busy chatting with another customer and looking through Pokémon cards to help anyone else. Extremely disappointed. I would rather drive to the Capitola location where they are friendly and actually help people.

So many games! And puzzles! I love going here to buy gifts for little ones and people that I don't…read morealready have a gift idea for.

The attendants were very patient and helpful with all my questions. Considering my server lack of…read moreknowledge of pokemon trading cards and the like. I will def be coming back 10/10

Had a fantastic collection of retro games, consoles, and games/anime memorabilia. The big draw for…read moreme however was the selection of Japanese arcade games, including WACCA my personal favourite. These were all in excellent condition and with the latest updates. Staff were always friendly and helpful. I was extremely sad to hear of the The Retro Fix II's closure, and wish all the staff the best of luck moving forward.

Bought a "refurbished" DS here for my kid's Christmas present here Dec. 2025 (and a bunch of other…read morevintage consoles and games over the years). Seemed to work fine to me, but my kid found a problem with the contrast and/or screen when he tried to play Christmas morning. We took it back to the location on Campbell Ave where I bought it. Showed the manager/owner and provided receipts. He said they would fix the DS because it was sold "refurbished." He said it would be ready in a few weeks, after the new year, and took my contact into. Never heard back. Called the store after the first month came and went. No answer. Months go by and my kid keeps asking about it. I keep calling the location but then I read on their instagram that the shop is permanently closed. But they they're still doing business online. So I reach out to their instagram and email the address on their Shopify, where in fact they are now selling a metallic blue DS, just like the one I bought in December! Still no reply. Hope to hear back now that I'm posting about this problem.

I appreciate the rising number of anime stores showing up in the Bay Area. I always have a fun time…read morebrowsing these types of stores for the figures, keychains, and other merchandise. They tend to focus on the most popular anime obviously (think One Piece, Demon Slayer, My Hero Academia, etc.). I haven't bought anything recently because I'm particular about the blind boxes that I buy and I haven't seen anything I really liked yet, but I will always stop by the store and get my anime fix. They also have some shirts in the back as well.

I am far removed from being a teen but came here since I was looking for a gift for one. There were…read moresome very interesting anime related items and fun tshirts. Cool store overall.

Any negative reviews that this place receives are left by people who grossly overestimate the…read morequality of service a hobby store should provide. Stores like these are becoming a dime a dozen because more often than not it is becoming less and less profitable to maintain a hobby shop with so many online competitors. The people who run stores like these are usually very passionate about the community and safety they can provide to individuals who sometimes struggle to find community on their own. Yes the service feels awkward and sometimes stand-off-ish but if you're in the store to begin with you've likely encountered personalities like this before that exist within the TCG circle. I always get what I want at an affordable price and I know I am welcomed even if the service doesn't explicitly read as welcoming when you first walk in. This store is great and I'm lucky to have it in my town - lower your standards and see what a privilege a shop like this is.

I don't live in the area but have family that does, so I stop in pretty much every time I come up…read morehere. The owner is friendly and is quick to help you out. I'll be back there next time i'm in the area.

My partner has recently been into collecting retro games, more specifically Pokémon. When we called…read moreto inquire about their inventory they took the time to go over everything they had that we were looking for while telling us the quality and price over phone. We had a 2 hour drive to their store and they put everything we needed on hold which was super helpful! Upon arrival their store was welcoming and FILLED with so much retro games and consoles, exactly the vibe we were looking for. The staff was super knowledgeable about all their products and the topic of retro games in general. We were able to pick up a great condition console and we even picked up an additional game that we were excited to find! We will definitely be returning for future purchases and recommend them to anybody looking to build their collection.

Had a really great experience here. The staff were very helpful and knowledgeable. Quite a good…read moreselection of games as well. I was sold a cartridge that didnt work. They tried cleaning it and testing it and then were able to get me a replacement that same day. They went above and beyond in customer service! Highly recommend.