Business Profile

Video Game Rentals

GameFly Holdings

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for GameFly Holdings's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

31 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/05/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So i my bf wanted to get gamefly so I let him use my card and he ended up telling I owed them money so I called them and explaing that the only game that didn't get returned was pokemon diamond for the switch and that it got lost in the mail and then said I owe them for Diablo 4 (ps5) and I knew that was owed cuz I lost my place and that got left which I was willing to pay for that game cuz at that point it my fault and need to pay it . Im just not willing to pay for pokemon cuz I put it in the mail at that point it was out of my hands.
Business Response
Date: 05/05/2025
Thank you for letting us know you never received Pokemon, we have marked that game with a shipping problem. For the game Diablo please contact **************** at ********************************** and let them know you are interested in paying for the lost game. **************** can assist you in resolving the missing game and allowing service.
Please let **************** you are wanting to take care of the game on the other account ******** and they will be able to help, you are not responsible for the Pokemon game.
Customer Answer
Date: 05/08/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
Date:04/14/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They never send me games on time as I pay for a monthly membership for nearly $30 a month I get nothing in return . Worst company to ever deal with . No help from anyone and they continue to charge me and not send me anything
Business Response
Date: 04/14/2025
The account for ********************************* was cancelled on 7/15/2022 and no games have been rented from this account since then. Please let us know the email address for your account so we can review this complaint.
Initial Complaint
Date:02/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for a free trial in December. I only rented 1 game and sent it back well within the time frame and decided to cancel before the trial even ended. Well on Feb 7 I was charged on my debit card for over 50 dollars. I then called my bank and reported this as I did not make any purchases from them. I then called gamefly and that's where the fun begins. A very rude man answered the phone and kept calling me "******" I said "air, that's not my name" he then got rude and said "okay ******" I kept telling him that not my name. He just kept saying the name "******" and then said something about "which one of your accounts would you like me to look at ******" I said excuse me?? He said "okay ******" "yea right ******" I asked for a supervisor and he said "that's not gonna happen ******" after I asked repeatedly. To which my boyfriend did curse at him for not listening and the *** says "I'm not talking to you little man" and hung up on me. I then called the number back hoping to get someone else to which he answers "welcome back ******" "how's it going ******" again, telling him that's not my name and I want a supervisor. He then says "don't call her again ******" and hangs up on me again. I call back and finally got a different person who was then able to help me. I told her how he treated us. She said she would report him. But I want to make sure this is reported and this *** gets fired!! This happened Friday around 2:30 to 3:00. I cannot believe a company would hire anyone who does this. This is unacceptable and I will not do business with them anymore. I'm not sure where he got the name or what his problem was. But if you are going by phone numbers, people's cell phone numbers change. I didn't even give him any information for him to even try to help me.
Business Response
Date: 02/12/2025
Dear Chloe,
We apologize for any confusion and for the interaction. When the call came into customer service from ***** ******** it linked to an account for a ****** ******** in ******, *** Your account (***** ********) in **************, ** did not pop up so the customer service agent called you ****** and when you told him that was not your name we should have asked for your name and for that we apologize. Both accounts have the same last name and have the same phone number and that could be why the agent called you ****** instead of Chloe. The account for ****** had a game that was not returned, and our policy is to not refund until the game has been returned. We can see that you have returned the missing game and the charge for $53.49 was refunded on 2/8/25, please allow a couple days for the bank to process the refund.
Customer Answer
Date: 02/12/2025

Complaint: 22931440

I am rejecting this response because: That doesn't matter, He needs to be fired. This is no way to talk to anyone at all!! No, I am not her. I ask that you go back and listen to the phone calls. The fact that anyone in customer service thinks this is okay to talk to someone is down right ridiculous. You cant even acknowledge here that you are doing anything to him. You think this is acceptable behavior? I don't live in ******, I never have. I would like something done about this.

Sincerely,

***** *********
Initial Complaint
Date:01/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I did a free trial with game fly to try one game for 30 days, I received the game for my son and he really liked it and wanted to try more games so I went to upgrade my account from the free trial to the two games out at once plan. I never received another game. I tried three times to get another game and when I reported the 3rd one lost they closed my account. The games come in an envelope that says gamefly very clearly, they don't have any tracking and I couldn't use **** informed delivery. I asked if they could do discreet packaging and they wouldn't. I asked for a refund and was told they don't usually offer any because they made me cancel my free membership to have the two game plan and the game I had before upgrading my account counted towards that plan. I was offered an $8.66 refund (the difference between their one game plan and two game plan even though I never had the one game plan I had a free trial) when I told the representative I was frustrated because If they hadn't made me cancel my trial to upgrade I would have been eligible for a full refund. I asked if I could file a claim with my bank and they representative told me they would fight it because they fulfilled their side but I think that it's pretty terrible they can keep my money over a technicality, especially considering how easy it is for people to tell expensive games are being delivered with no tracking.
Business Response
Date: 01/03/2025
The member was on a free trial and was shipped a game "Super ********************* and then upgraded to our 2 game out at a time plan for $28.09. The member then had 2 different games that were shipped to them "Pikmin 3 Deluxe" and ******* Epic ******* Rebrushed" twice and all 3 games were reported as lost. Due to the amount of lost games reported on the account we were forces to close the account and we issued a refund of $8.66 because the first game was never returned. GameFly will issue a full refund of the remailing $19.43 once the game "Super ********************* has been returned to our warehouse.
Once you receive confirmation the game has been returned, please reach out to **************** at ********************************** and let us know and we will verify with the warehouse and issue the refund.
Customer Answer
Date: 01/06/2025

Complaint: 22758495

I am rejecting this response because: Why are yall holding onto my money when it's this ************ who has been at fault the whole time? The response I got on here reminds me of the same feeling I had when I called and reported the games missing; although it goes through so many people's hands untraced it's the customer who reports shipping issues that isn't trusted. The call agents were nice at first then became cold and almost rude after I told games were missing. Why does it take me having to file a complaint to give me a full refund if it was possible the whole time?

Sincerely,

Vanity Karlissa
Business Response
Date: 01/15/2025
GameFly has shipped 4 games to this member and none have been returned, the member has acknowledged receiving the game Super Morio Party Jamboree. The account was closed on 12/17/2024 and as of 1/15/2025 the game has not been returned. Please return the game *********************************** we will issue a full refund.
Here is a list of the games that were sent and have not been returned to GameFly.
Disney Epic ******* Rebrushed - $49.99
Disney Epic ******* Rebrushed - $49.99
Pikmin 3 Deluxe - $57.10
Super ***** Party Jamboree - $74.41
Customer Answer
Date: 01/17/2025

Complaint: 22758495

I am rejecting this response because: Company didn't address anything I said in my last response. Keep your refund.
Initial Complaint
Date:12/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started the GameFly membership on or around Nov 21. The account was a 30 day trial. I completed the 9:99 payment and waited the Thanksgiving weekend for the game to ship. We never received **** 25 so we emailed GameFly on NOV 26th and was told to wait. They then sent Dragon age Veil guard. We notified gamely that veil guard had not come and was again told to wait. We Waited. On Mon Dec 16th we were notified that we had returned veil guard. We again reached out and explored GameFly to look into it. They then mail another game Warhammer *****, despite me never getting any game and one being returned. I have asked for signature required and been denied. We are now being told to wait 7 more days past our trail end for the disk. So we have waited the whole trial and are will now be paying despite never receiving a dial. We want the service and have asked over a dozen times via email.
Business Response
Date: 12/20/2024
We apologize for any confusion, we can see that the game ***************** Football 25 was shipped out on 11/22 and because you contacted **************** and reported it as lost we marked the game with a shipping problem. We then sent you another game Dragon Age: The Veilguard on 12/2, and it was returned to us on 12/16, and because of the return postal scan we sent you the next title in your Q Warhammer ******: ************ 2 on 12/12. We are not sure what happened with the game Dragon Age, we do show it was returned which is why the next game went out to you, not sure how or why you did not receive it.
The game Warhammer is on its way and if it has not been received by you by 12/22 please contact customer service at ********************************** to report a shipping problem.
The $9.95 charge you see is just an authorization to test the card on file, we do not take any funds and that money is released back to your bank.
Unfortunately, we do not have the ability to ship games with a signature required and again we apologize for any inconvenience.
Customer Answer
Date: 12/20/2024

Complaint: 22711439

I am rejecting this response because: They have been contacted over 20 times now. They reject what I am saying.

Sincerely,

**** ********-***
Business Response
Date: 12/20/2024
This is a summary of the communication we have received from the member.
11/26 - customer reported a shipping problem and GF responded on 11/26 asking the member to allow more time for the **** to deliver the game, and if it was not received by 12/2 to let **************** know.
11/30 - customer reported another shipping problem and we marked the game as lost and issued a 10 day service credit and let the customer know we would work to ship them another game ASAP.
12/5 - customer reported the next game as lost after it had been shipped out on 12/2, we asked the member to allow the **** time to deliver the game and if it was not there by 12/9 to let us know. This game was then returned to GameFly and based on the Fast Return scan it sent the next game in Q to the member on 12/12.
12/14 - customer reported the 3rd game as lost, the game was sent 12/12 and we asked the member to give it until 12/19 for the **** to deliver the mail.
12/19 - customer emailed **************** explaining that they did not receive the second game, and we do not know what happened, all we can see is that it was sent out and returned. They also asked for the game to be sent Signature required, and we do not have that option for rental games, it is sent first class mail.
We are sorry that the first game got lost and that the second game was returned but we have done everything we can to make sure that the games are sent out in a timely manner and when a game gets lost we report a shipping problem. The customer has not been charged for any of the games that were lost and if they can tell us what number they called from we can look into the 12 calls because we do not see any calls to GameFly from this account.
We can see the member has cancelled the account as of 12/19.
Initial Complaint
Date:12/09/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I decided to try a membership with the company GameFly in order to rent game titles. Unfortunately the first game they tried to send me never arrived at my house. They are now claiming that they have information from the post office saying that it was indeed delivered and that I need to send it back, but due to the fact that the game was never delivered to my home I'm unable to do so and I am now under threat of being charged full price for a game that I never received.... I've emailed their loss preventions team twice and have yet to hear a response. If anyone at your organization can help me find a resolution to this matter I would be very grateful!
Business Response
Date: 12/09/2024
We apologize for any confusion, and we can see the 2 copies of the game were mailed to the address provided. The first copy was sent 11/4 and it was reported as lost on 11/14 and on 11/15 we shipped out another copy of the game to the member. The email communication we received from the member states that they did not receive the first copy and that copy has been marked with a shipping problem.
We do work with the **** and based on the postal scans the first copy that was shipped 11/4 should have arrived by now, and if it has not the customer just needs to respond back to that email that the game did not arrive.
We have not received any lost reports on the second copy of the game that was sent so that copy still shows as out as rental to the member.
Customer Answer
Date: 12/09/2024

Complaint: 22660131

Unfortunately this doesn't clear anything up for me. I've had one member of loss preventions tell me one thing, then another agent tells me exactly the opposite. How can you guarantee me that I will not be charged for the title in question?

Sincerely,

***** ******
Business Response
Date: 12/09/2024
The first copy of the game that was shipped on 11/4 was marked with a shipping problem and you will not be held accountable for this game. The Loss Prevention team can see that there was a postal scan which is why they reached out to question if you did finally get the game or not. It is very common for a game to be reported as lost and then show up a day or two later, after the second copy is sent. The Loss Prevention Team just reaches out to verify if you did finally get the first copy or not.
The first copy that was sent on 11/4 is marked as lost and you will not be charged for that game.
Customer Answer
Date: 12/12/2024

Complaint: 22660131

I am rejecting this response because:
The information that you are providing me is contradictory to the information given to me by the loss prevention team... You're saying they were just checking in, however they did not check in. They simply stated that they had reason to believe that I was in possession of the first copy of the game and said I needed to send it back. They didn't ask to see which copy was received or not or when. Just stated **** told them I have it and I need to send it back... Honestly this whole experience with GameFly has been anything but good. First copy didn't get delivered, didn't get a replacement until about 2 weeks after the 1st one was supposed to be here, and now all this drama because of it. This is completely ridiculous! I still have yet to receive any ACTUAL reassurances... Because everything you are telling me goes against everything loss preventions has been telling me. You're 2 departments need to communicate!!! I shouldn't have to middle man this entire thing! Please escalate this issue to the most senior agent available. I need someone who can address this issue AND find a solution!

Sincerely,

***** ******
Business Response
Date: 12/16/2024
The first copy of the game has been reported as lost and the member is not responsible. The mailer for the second copy has been received in our warehouse and the game was not inside. We have marked that game as lost as well at the request of the member. Due to the number of games reported as lost the account has been closed, the member is not responsible for either of the games that were reported as lost but because of the excessive loss the account has been closed.
Customer Answer
Date: 12/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:11/20/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband purchased a gamefly acct for my son. He did use it two times. The company charged my credit card for almost 3 years. My husband saw this charge and cancelled gamefly immediately. I contacted the company and they refunded my card 4 months of the subscription but that is just not satisfactory. The total they charged my card was about $960 and they refunded amount was $110. How long would they have continued to charge my card. The service had no activity on it at all from my son. Only two uses in the very beginning. This is just wrong.
Business Response
Date: 11/20/2024
Thank you for reaching out, we are a subscription based service and how the member utilizes the service is completely up to them. We offer members the opportunity to rent as many or as few games per month as they want as long as they have an active subscription. When a member decides that they no longer wish to use the service they can cancel via our app or website, or they can contact **************** and they can assist to cancel the service.
The member did not reach out or cancel until 11/11/2024 and at that point reached out to **************** and was issued a total of 4 months of refunds. We do not charge based on the number of games/rentals the member uses but rather a monthly charge to use the service.
We have issued an additional 2 months of service @ $27.67 per month.
Customer Answer
Date: 11/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
*** Thank you for your help. I can't ask you to do more than you have done. I am not satisfied with the amount refunded but I that is not the fault of the BBB. I have also reached out to my credit card to file a claim.
Thank you ahain
Sincerely,

**** **** Best
Initial Complaint
Date:11/12/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Gamefly repeated fails to deliver their promise of games delivered within 3-5 days, with 7 being the maximum, yet multiple games have failed to arrive within those times. They do not take responsibility for this failure and basically tell me "too bad" even though they agreed to the business contract of the subscription I paid for. A disc was supposedly shipped 11/2, due by 11/9 at the latest. It's 11/11 and still no sign of delivery. I reported this to them and asked for a very modest and fair partial credit to my account to make up for this lack of service that I PAID FOR. They replied "too bad" and would not offer any refund whatsoever. If I went to a restaurant and ordered a burrito and it came missing 10% of the burrito, I would ask why is this missing? And if they said "too bad" then that would be completely unacceptable and unethical. So why should gamefly be able to do this repeatedly to their customers and keep getting away with it?Thanks to the help of BBB I just want gamefly to admit to their lack of ethics, failure of customer support for a product I WAS SUPPOSED TO RECEIVE and refund me the fair, modest amount to my bill. Thank you ahead of time for your help.
Business Response
Date: 11/12/2024
The game in question was shipped out 11/2 and we can see that it was reported as lost on 11/9. We have shipped out a replacement copy of the $70 game on 11/11 to the member and responded to let them know a replacement copy is now on the way.
We apologize for any inconvenience; we placed the game in the mail to the member and at that point we trust that the mail will deliver that to them. If the delivery fails to make it to the member, we (GameFly) eat the cost of that game and ship out another copy.
GameFly has issued an additional 7 day service credit to the member for time lost due to the extended time for delivery.
Customer Answer
Date: 11/12/2024

Complaint: 22540935

I am rejecting this response because:
I made clear an apology for the lack of ethics and poor treatment I received was required. Also, this supposed credit seems it will be applied to a Dec monthly bill cycle, which I also made clear I WAS NOT GOING TO RENEW FOR DECEMBER, so it's meaningless. The credit needs to be applied to my current bill cycle as a refund.
Please help ensure these requirements.

Thank you.

Sincerely,

**** *******
Business Response
Date: 11/21/2024
GameFly has issued a full refund for the last months service, please allow a couple days for your bank to process the refund.
Customer Answer
Date: 11/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Still you did not address your lack of ethics nor the miserable customer support that led to this outcome. This cost you now more money and time when weeks ago you could have just refunded the partial discount I humbly requested. This is the second time I've had to seek help from BBB so I'd like to think you're learning, however the facts tend to dispute that.

Sincerely,

**** *******
Initial Complaint
Date:10/17/2024
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Did a free trial of their service. Returned all games and canceled before end of trial. Went back to start a membership as I was interested in some rentals and found my account was canceled. Over the last 5 days I have respectfully requested and explanation and the most I have gotten was that there was suspicious activity on a previous account. I told them I had no previous account but they explicitly refuse to provide further information and repeatedly close the case as solved. This is deplorable customer service.
Business Response
Date: 11/08/2024
We apologize for the delay we are just now seeing this complaint.
The reason service was denied for this returning member is because on a previous account we detected fraud. It was determined that this member returned games that were not sent to them with the label from the game that was sent in an attempt to deceive our company. Service will not be allowed for this member.

Customer Answer
Date: 11/08/2024

Complaint: 22437493

I am rejecting this response because:
This is a lie. I have said as much. I did not swap labels on anything and I think it's ridiculous that this is still their story despite not presenting any evidence.

Sincerely,

**** *******
Initial Complaint
Date:09/23/2024
Type:Sales and Advertising Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Yes I tried to signed up for a free trail of game fly last night, it said someone had an account with my address which is not true. I never had a game fly account I never rented movies or games from GameFly, I just wanted to try GameFly out since it had a trial and the **** or managers dont care about anything but them self

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GameFly Holdings is NOT a BBB Accredited Business.