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  • Report: #767202

Complaint Review: Game Stop

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  • Submitted: Fri, August 19, 2011
  • Updated: Sun, August 21, 2011

  • Reported By: websuccessdiva — Chino Hills California United States of America
Game Stop
625 Westport Parkway Grapevine, Texas United States of America

Game Stop www.GameStop.com Horrible Online Shopping Customer Service Grapevine, Texas

*Consumer Comment: UPS

*Author of original report: A So-Called Remedy

*Consumer Comment: Loyal customer?

*General Comment: Question

*Author of original report: UPS Was Contacted, Twice

*Consumer Comment: UPS

*Consumer Comment: Your still wrong.

*Author of original report: Whiny and Entitled

*Author of original report: Seriously a Company Not Held Responsible?

*Consumer Comment: You're wrong!

*Consumer Comment: ripoff?

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LONG, LONG term customer, with 2 teenage sons who one every gaming system in existence (all purchased from Game Stop), the first to pre-order games... have spent thousands of dollars at Game Stop. 


Purchased Star Wars the Force, Unleashed for the PS3 ($29.99) on Tuesday with Overnight Shipping, UPS erroneously marked it as delivered on Thursday.  Called Friday to report and seek a replacement (as it was a gift for my son).  Was advised that a replacement could not be shipped until Game Stop completed its "investigation."  This process of "tracing" the package would take 10 business days.  


When asked to speak with a supervisor and gently remind them of my long term purchase history--I was placed on hold 3 times (for 3 minutes or more) and told that representative had spoken to supervisor and the policy stands.  


When asked additional times to speak with supervisor, was finally transferred to Jamie at extension 7632, who proceeded to tell me that the policy was to protect Game Stop from customers who would abuse them.  I reminded him to view my account, 16 purchases in the past 3 months alone--he said it did not matter, they must be protected.


Directly asked him to explain to me why Game Stop would be willing to lose a long term customer who has spent thousands, just this year alone over $29.99.  He said, "Well ma'am that is certainly your choice." 


Final resolution:  I wait 10 business days for UPS investigation.  Upon it going in my favor, I could receive a refund in 5-7 business days if their claims representative approves it.  If UPS erroneously find it was delivered in hand, I have no recourse.  If the claims representative does not approve the refund, I have no recourse.


My final resolution:  To NEVER, EVER spend another dollar of my hard earned money at Game Stop and to find alternatives.  I would rather spend more money to avoid the drama (total customer service call time 2 hours) of dealing with a business that sees the value of my business as worth less than $29.99.


#EpicFailGameStop

This report was posted on Ripoff Report on 08/19/2011 11:30 AM and is a permanent record located here: http://www.ripoffreport.com/r/Game-Stop/Grapevine-Texas-76051/Game-Stop-wwwGameStopcom-Horrible-Online-Shopping-Customer-Service-Grapevine-Texas-767202. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
4Author 7Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

UPS

AUTHOR: Neutralizer - (USA)

Like I said

UPS really sucks.
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#2 Author of original report

A So-Called Remedy

AUTHOR: websuccessdiva - (United States of America)

Decided to canvas the neighborhood for the package, so that UPS or Game Stop could not argue with the deliverability issue... package, damaged beyond recognition was delivered 7 houses down at a completely wrong address.  

Cancelled refund request as the drama involved in purchasing a simple game is not worth dealing with their poor customer service.  Goodbye Game Stop, hello Best Buy or any other alternative available.

As for the previous comments, as an award-winning strategist focusing on Customer Relationship Management and Customer Service in e-commerce--I'm appalled that consumers would accept anything less than being valued by companies.  Simple enough, as a consumer we have the choice to take our business elsewhere and so it shall be done.

:-)
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#3 Consumer Comment

Loyal customer?

AUTHOR: Ramjet - (U.S.A.)

You sure don't sound like a loyal customer to me.  You've bought from them for years and spent thousands of dollars and as soon as they decide to adhere to a policy you don't like and treat you like everyone else, you throw a hissy fit and vow to never buy anything from them again and post silly complaints on the internet.

Sorry, but you don't get to set any company's policies, you just are required to adhere to them.  A company cannot change their policies for everyone who whines loud enough.

Not a ripoff and I expect they will not miss you.

Call UPS
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#4 General Comment

Question

AUTHOR: Christiana - (U.S.A.)

What makes you think because you have been a customer there for awhile that you should be treated like royalty?  Its a business, not a popularity contest.  They owe you nothing, and your issue is with UPS, not Game Stop.  You need to stop throwing around your excessive use of you being a long, long term customer and call UPS.

You are simply NOT special with Game Stop and the sooner you accept that the sooner you can get this issue solved. 
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#5 Author of original report

UPS Was Contacted, Twice

AUTHOR: websuccessdiva - (United States of America)

UPS was contacted before Game Stop was contacted, to ensure it was not a mistake on their part.  They claim, per their agreement with Game Stop--all contact on missing shipments must go through Game Stop directly as the transaction originated with them.  They would not note or deal with the issue at all.

So, yes.  All additional remedies had been sought out, before consideration had been made as to whether to contact Game Stop. 

Again, what does a customer do when neither party will take responsibility--even when that customer was wiling to do the leg work to ensure a fair remedy for all?

Seriously, its not about "believing" the customer--its about looking at a customer's history and using a bit of common sense, which some seem to lack and are in good company with Game Stop.

It's one thing to walk away from an unreasonable request made by a first-time, tyrant customer. Another entirely different thing to deal unfairly with a customer who has attempted to follow all paths to a remedy, only seeking a common sense solution from the company in which the transaction originated--as a last resort.

All other remedies were sought and yet, still no remedy can be found from a company that clearly does not value customer service.  It's unfortunate that these types of policies and a company's lack of responsibility for failure to meet reasonable expectations (receipt of product after purchase) is the norm and easily accepted.

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#6 Consumer Comment

UPS

AUTHOR: Neutralizer - (USA)

Really Sucks.
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#7 Consumer Comment

Your still wrong.

AUTHOR: Robert - (U.S.A.)

UPS shows they delivered the package, so your issue is with them. 

You can not expect GameStop to treat you special because you have spent money with them in the past.  They probably have been scammed by just as many "Long Term" customers trying to throw their status around as they have "First Time" customers.   After all what's an extra $29.99 every now and then to a big company when you are spending as much as you do right?

You say that because you have bought thousands of dollars worth of items they should automatically believe you.  Well how about UPS who probably delivers thousands of their packages every month?  I guess that means nothing in your mind. 

By the way did you ever call UPS?  My guess would be no, so perhaps you should.
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#8 Author of original report

Whiny and Entitled

AUTHOR: websuccessdiva - (United States of America)

So you find the value of a customer who has spend thousands the same as a first-time customer who could obviously be fraud?  It's called common sense and good business.  Just as police evaluate the letter of the law and the spirit of the law separately, would it not be reasonable for companies to do the same when it comes to policies that directly impact customers?  

Whiny or entitled is not the issue, you have a company that dominates the US market for games--who has thousands of complaints across the Internet... clearly, their priorities are in the wrong order... unless everyone who feels they are treated unfair is whiny.  

Common sense and balancing treating your customers fairly over policies and profits is important.  How smart is it to keep $29.99 and lose a long-term, loyal customer?  Anyone who does not see the value of the latter obviously does not own a business... which would definitely explain why they have the time to post anonymous comments in response to legitimate complaints.
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#9 Author of original report

Seriously a Company Not Held Responsible?

AUTHOR: websuccessdiva - (United States of America)

Seriously?  A company is not held responsible for their shipping policies, when it is far beyond reasonable?  A total of 21 days (up to) for a customer to wait for a refund OR REPLACEMENT--forcing the consumer to bear the burden of shipping issues, rather than the two companies involved.  

Game Stop is responsible (1) they sold the product, (2) they defined the policy to only benefit themselves and (3) they chose the shipper, (4) what happened to common sense and empowering your employees to make good decisions for the customer?

This is a dispute between Game Stop and UPS, the customer should not be the only party responsible when one company does not deliver what the other promises.  Not to mention, Overnight shipping was an additional charge.
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#10 Consumer Comment

You're wrong!

AUTHOR: anonymous - (United States of America)

So....UPS made a mistake in their shipping process, and that is the fault of GameStop?  I don't think so.  Why should GameStop ship you another game before anyone has even looked into the issue?  For all they know, it may get delivered to you in an hour anyways when they find it on a truck.  I for one am glad to see a company use the same policies for all customers, you aren't anything special that they should bend over for.  If you don't like it, by your games somewhere else, I'm sure GameStop won't miss you.  I hate whiny, entitled people.
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#11 Consumer Comment

ripoff?

AUTHOR: Ashley - (U.S.A.)

I"m not seeing where gamestop has ripped you off. They shipped it properly after you bought it and UPS is the one that goofed up somewhere. Do you expect gamestop to issue a refund to every person that calls up and says "Herr durr, UPS LOST MY GAME IN THE MAIL I MY MONEY BACK"

No buisness is going to issue a refund without proof the item was lost. if gamestop were to start issuing refunds without investigations, I would like to know so I can start placing orders to them and demanding refunds while pocketing some primo video games.

What you SHOULD be doing is contacting UPS. Did you contact them? What did they say about trhe package? Who signed for it? The UPS driver is the one that made the mistake, you should be filing this report on UPS not gamestop.

No ripoff here on gamestop's part.
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