GAMESTOP SANTA ROSA PLAZA DECEPTIVE, CORRUPT, CANT TELL THE TRUTH, BAIT AND SWICH, LIARS, SCUMBAGS SANTA ROSA , California

KIDS AND MEN BEWARE THESE PRICKS WILL RIP YOU OFF JUST TRY AND TRADE IN YOUR  XBOX YOU PAID THREE HUNDRED DOLLARS FOR AND SEE WHAT THESE CHUMPS WILL GIVE YOU FOR YOUR IDEXPENSIVE XBOX./ THEY WILL PAY YOU ABOUT 60.00 GOT YOUR CONSOLE AND GAMES YOU PAID 59.05 FOR THEY WILL JIP YOU AND GIVE YOU AN INSULTING A PAYBACK OF 16.00 AND RESELL YOURGA,ME FOR 49.95 THESE F*KERS AT CORPORATE GAMESTOP DONT CARE ABOUT THERE CUSTOMERS THEY CARE ABOUT PAYING YOU AS LITTLE AS POSSIBLE AND RESELL YOUR STUFF FORHUGE MARGINS AND THEY WILL RIP YOU OFF GUARANTEED YOU WILL LEAVE LIKE YOU BEEN CHEATED AND YOU WILL REGRET YOUR DECISION TO TRADE YOUR STUFF FOR CASH SO BE PREPAIRED TO BE DISIPOINTED THEY WILL SHORT CHANGE YOU THAT MUCH IS CERTAIN SO SELL YOUR STUFF ON CRAIGSLIST YOU WILL FIND BUYERS AND YOU WILL GET TOP DOLLAR FOR YOUR EXPENSIVE CONSOLE AND GAMES 

First off, it is not Gamestop's corporate policy to hold items for customers unless it was something you pre-ordered (that is, something for which you placed a deposit). If the manager said that he would hold a game for you, that is just him being courteous. He is not required to hold anything.

Secondly, how long was the period between your phone call and your arrival at the store? I have often had customers call and ask for something to be held, then never show up to pick it up. Others show up much later than what was expected or discussed, and then are angry when the item has been sold. If you have a store hold an item for you and never pick it up, it is both an inconvenience to the store and could potentially mean lost sales. Five people may have come in while that game was being held for you looking for the same item and were turned away. Perhaps one of those people would have bought extra items, such as a system to play that game on, or even a membership or pre-ordered other games. But that employee has made a commitment to hold the game for you, so he passes up these other sales.

You don't give a lot of details, so it's hard to judge, but maybe what I mentioned above isn't the case here. It is possible that this is just an honest mistake. The store could have been very busy when you called and Matt simply forgot to put the game aside for you. By the time he had a chance to grab a copy to hold for you, the other employees (who hadn't spoken to you) had already sold the game.

At any rate, this doesn't sound like a case of bait-and-switch. People use that term very freely without any real regard to what it means. Here's a basic definition of bait and switch marketing for you:

A sales tactic in which a bargain-priced item is used to attract customers who are then encouraged to purchase a more expensive similar item.

I'm pretty sure that doesn't cover selling a game they were supposed to hold for you.