ComplaintsforGameFly Holdings
Video Game Rentals
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Complaint Details
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Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate business
I ordered a game that never arrived ***** ring that was shipped on the 20th of June and it's now July 1st and still nothing brought the game so that way if it showed but still the game never came and the case supposedly arrives on July 2nd. The cancelled my account for no reason calling it fraudulentInitial Complaint
03/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I reached out to support by email because of the shipping time plus I received a game that is apparently damaged because it won't even play. I requested to have another game sent to me and be reimbursed for a month since I haven't had a game to play and was told I could get a 25% discount for the following month. I was promised another game would be sent to me as well. It says it was shipped on March 11th and once again, I still haven't received a game. This is not an address issue, it's a shipping issue. I already had to switch from getting games at my home address to a P.O. Box because last year the delay was blamed on my address. If games take weeks to get to customers, maybe the solution is to switch carriers. Games are constantly unavailable, damaged, or take at least a week or two for me to receive. I'm now driving all the way to my P.O. Box daily, checking for a game that still hasn't arrived. I would like to be reimbursed for two months and would like to speak to someone about this experience. **************** wasn't helpful. I don't want to be offered a small discount when I haven't had a game to play in months. Thank you for your time.Initial Complaint
03/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I called gamefly to cancel my membership. My email is *********************** Gamefly has now charged me for TWO MONTHS worth of membership, and they failed to cancel my memberhip. I am demanding a refund for two months worth of membership, which is $39.14, because gamefly deceived me into believing that they would cancel it. I am ready to escalate this further if Im not refunded for the two months of membership fees.Initial Complaint
02/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I started a budget subscription with GameFly on 2/4/24 which is advertised as unlimited game rentals with one rental at a time. Only after I signed up and tried to rent a game did the website tell me the game I wanted wasnt available on my plan. The budget plan only has selected titles available. This is misleading when you sign up and see the word unlimited.Initial Complaint
12/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Hi, I recently resubscribed to gamefly on December 6,2023 after my subscription was cancelled on November 24,2023 and today December 10,2023 I got an email from gamefly about coming back to be an elite member and save 45% on first month back after the fact I just paid $35.71 for the 2 games at a time plan there offer in that email promo was 2 games only $17.95 so very annoyed by this seeing what can be done if anythingInitial Complaint
10/23/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order some thing never received order. Ask for refund never received refund. Order was placed on 5/29/23Initial Complaint
08/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have canceled my subscription 4 months ago but I am still being charged every month .I have not received any games during this period. I have went to there website and logged in and canceled every month for the last 4 months but I am still being chargedInitial Complaint
07/25/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I reactivated my account and I was going to rent some games but I can't even purchase or rent because they say it was a problem with my account and yall charge me $19.25 for a membership I can't access. Man I'm very upset with this. I need yall to refund my money since I can't have access to my account. This is ridiculous.Initial Complaint
05/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Unauthorized charges. First paid $24 for a game. THEY canceled the order stating it was declined....it was not. Was never notified and then 2 weeks later charged 3x that amount for the same game. Now they refuse to refund me for their Unauthorized charge.Business response
05/19/2023
Dear ******,
God Afternoon, I wanted to reach out because it appears we did not do a good job of communicating with you. On 5/5 it looks like you attempted to purchase the game Two Point Campus and that purchase failed and that purchase was cancelled. Your account cancelled on 4/22 and our system saw the game as still out and not purchased and our system then charged you the replacement cost of $63.60. I can see where this was confusing because on your end you thought the purchase was successful, and on our end the system saw a game as not returned and a replacement charge was processed.
If you still have the game and want to keep it just let me know and i will refund you the difference so that you are only charged the $26.49 which is the original keep price.
Again, sorry for any confusion and for not explaining it thoroughly to you.Customer response
05/20/2023
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
03/22/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I subscribed to their service in hopes of renting the new Hogwarts game. When I opened my account and requested the game, they website did not let me process the transaction as it said it was out of stock and therefore I never received the game. A few months later I was charged in full for the game after I canceled my subscription causing me to overdraft. I never received the game to begin with because it wasnt available! I have attached a copy of the receipt with date from the actual PlayStation store where I went ahead and bought it. Why would I buy the same game twice??Business response
03/22/2023
The member opened an account on 2/13/2023 and was shipped the game Hogwarts Legacy for PS5 on 2/14/2023. The member then cancelled their account on 3/8/2023 and was asked at that time to return the rental or they would be charged. The member was charged the replacement cost of the game on 3/20/2023 because GameFly never received the rental back, and the member never contacted GameFly to let us know they did not receive the game. The first contact with the member happened on 3/21/2023 where they contacted **************** to complain about being charged for the unreturned game. The member in the email explained that they did not get the game and based on that notification GameFly processed an immediate refund on 3/21/2023 and notified the customer of the refund. If the member had responded to any of our previous emails to let us know they did not receive the game we would have immediately marked the game as lost.
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Contact Information
Customer Complaints Summary
29 total complaints in the last 3 years.
8 complaints closed in the last 12 months.