ComplaintsforGameStop, Inc.

Video Game Dealers

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate that GameStop, Inc. has a pattern of complaints concerning delivery issues, refund issues and customer service issues. Consumers allege that GameStop, Inc. accepts payment, and the complainant experiences extended delivery times, or deliveries being marked as delivered and complainant alleges, they never received the package, or the wrong item was delivered. According to BBB files, GameStop, Inc. also has a pattern of complaints concerning refund issues. Complainants allege a request for refunds, and/or returns are either not addressed, delayed, or denied. Complainants allege in some cases; the delay prompted a denial as the issue was now past the window of resolution for a refund. Consumers further allege they experience limited or confusing and /or conflicting communication from the company citing numerous attempts to communicate with GameStop, Inc. through calls and emails to reach a resolution. Complainants have also cited rude treatment from staff. On 5/14/2024, BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of 6/13/2024, BBB has had no response.

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Initial Complaint
07/16/2024
Complaint Type:
Product Issues
Status:
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.
Today I drove all the way to the location to trade in a game system. It was verified as working and functional, however the store told me that it needed to be updated and that their WiFi wasnt strong enough to do it there, so I needed to take it home and come back.I spent time and gas to come here and for that to be the reason is by far one of the worst customer experiences I have ever been apart of.
Business response
07/16/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

I'm sorry to hear you had issues with the store. Unfortunately, we don't have any option to offer compensation for in-store transactions. We recommend you to reach out the store to see if they can offer you one but that would be at the store's discretion.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/16/2024
Complaint: 21997736

I am rejecting this response because: it should not be my responsibility to rectify an awful customer experience and the waste of time and gas because your store doesnt have sufficient internet. Here is the store address.
The fact that your response is for me to put more effort into this interaction is further disappointing.
******************************;
***************************************************************************************************************;

Regards,

***************************
Initial Complaint
07/16/2024
Complaint Type:
Product Issues
Status:
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.
On July 7, 2024, I ordered 10 Crown Zenith Unown V and *************** Collection boxes from GameStop.com. The large GameStop price tag was removed by a GameStop employee from 8 of the 10 boxes prior to shipping, resulting in the removal of a large section of the gold layer and cardboard underneath. This damaged was due to a policy or procedures followed by the employee and not during transit of the order through ***** I called GameStop on July 15, 2024 at ************** and was denied exchange, replacement, or return of the damaged boxes. They offered no other resolution after waiting on hold for 45 minutes.
Business response
07/16/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

I'm sorry to hear you are having issues with the return. Unfortunately, The following items are not eligible for a return or exchange and are considered final sale at time of purchase: Trading cards, *********************, clearance products, seasonal products, consumable products, ********************** issues, individual bundle components, digital products, POSA cards, gift cards, and bundles containing digital products.
?
You can read the full policy at **************************************************************;

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/16/2024
Complaint: 21994335

I am rejecting this response because: This complaint goes beyond a case of buyer's remorse. I intended to keep these boxes sealed as an investment, but due to GameStop's handling of the product at time of order fulfillment, they are solely responsible for the damage caused by removing the price tags on the front on the box (see photos). This was not a request made by me and therefore, the damage caused by GameStop's policy to remove all price tags prior to shipping should be reviewed and I should be allowed the opportunity to exchange these boxes or have the ability to return the boxes for a refund. I have been a long time customer of ********************** and have spent thousands of dollars on Pokemon and Magic the Gathering products in GameStop stores and online. The poor customer support I've received so far is unwarranted and I wish to make my issue as clear as possible while being open to fairly resolving my issue.

Regards,

*************************
Initial Complaint
07/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I got an Apple gift card at Gamestop and I peeled off the backing on the numbers the code was not on the paper just a few of the code showed. I was told to call Apple I did 3 times they said that because I was nor an apple user and did not have an apple I'd they could not help me. They suggested I go back to the store . Which I did they could not help either said apple they only sell the products up to apple. This was this month on 7/9/2024
Business response
07/16/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

I'm sorry to hear you are having issues with the Posa card. Unfortunately, these items are considered as final sales and we are unable to process ar refund or replacement. Only the manufacturer will have access to the code. We recommend you try again to contact the manufacturer.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/16/2024
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.

Regards,

*************************
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My husband and I purchased a brand new controller from GameStop less than 1 year ago and purchased a 2 year warranty. The receipt states that if defective an identical replacement would be provided as long as it was within the time frame of the warranty. GameStop refuses to honor this warranty on the account that their policy has changed. However, their policy changed after our purchase. I called to speak with a representative and a supervisor. Both informed me that there was nothing they could do. They would not even offer to refund the original warranty since we have now purchased something they are not providing. Item was purchased on 8/18/23 for the total amount of $279.13.
Business response
07/16/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?
Under our current policy, if you have a product replacement plan for your item you can bring your defective item in and get an as close to equivalent as possible pre-owned or refurbished working unit to replace it. This replacement may vary in color or style based on availability at the time. If you would like a new version of the item, you are then welcome to trade in your working pre-owned item and use the store credit towards purchasing a new one. The store is not able to make any exception to this policy. Our product replacement plan terms and conditions states:
?
PRP Coverage: PRP coverage will provide for replacement, at Our sole discretion either with a new or refurbished item, of the hardware covered by this PRP in the event of a Failure not covered by insurance or any other warranty or service contract, up to the value of the item.
?
These terms did not change, only the way we elect to provide a replacement, which is at our discretion. You can read our full terms and conditions at *****************************************************************************;

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/16/2024
Complaint: 21991646

I am rejecting this response because: This is the exact information that I was informed of on Monday. The warranty GameStop is currently providing is not the same as the warranty that we originally purchased (ie. receiving a brand new item in replacement of the current defective one). We were also told by GameStop **************** that "no refund or store credit would be allowed since it was past the date of return", even though we were not returning the item. This information that we can turn in the defective item was never mentioned by an employee. GameStop is giving us contradicting information. We only want the original 2 Year ******** honored that we original purchased which states that we would be given a new working identical (not equivalent) item in lieu of the defective one.

Regards,

***********************
Initial Complaint
07/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 6/18/24, I paid almost $1000 for a game system, but one Oculus accessory the representative recommended didn't work with my Mega Quest 3 game system. I paid cash because this was from my disability back pay. They keep telling me about a refund policy because it was opened but it was the associates fault for saying it would work. I even purchased a warranty. I can do other things I need for self care with this money and not feel scammed because I'm disabled.
Business response
07/12/2024
Hello ********,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

I'm sorry to hear you are having issues with the order. I just want to confirm some information about this situation. The item you are referring is for ****** - Oculus 2 Elite Strap with Battery. If so, can you please confirm if the item wasn't working as being defective? or if it was not compatible with the console itself?

Also can you please confirm, when did you visit the store about this situation?

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/14/2024
Complaint: 21959954

I am rejecting this response because:
I have yet to receive a refund.
The answers to their questions are the Oculus is not compatible, even though it was recommended to me. I was even sold the warranty.
I went back to the store within 3 days, which would have been my next off day and the same associate said it couldn't be refunded and turned his back on me.
Regards,

*****************************
Business response
07/16/2024
Hello *********,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

Thank you for the information. Unfortunately, since the item was already opened, the store associates will not be able to return the item for a refund as opened new items are not eligible for return unless the item is defective. We apologize for the inconvenience.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/18/2024
Complaint: 21959954

I am rejecting this response because:
The Oculus was suggested to me by a GameStop employee to extend the battery gameplay on the Meta quest 3. How would I know it wasn't compatible until I attempted to attach it?
In addition, i had to search a few houtube videos when my live in aid got home to verify it was incompatible. I am on disability and this came from my ssdi money, so i definitely reject it.
We just didn't walk in the sgore and randomly pick these items up. I was suggested the oculus as if he was on commission or something
He really pushed how mush longer gameplay I'd have. I'm on a fixed income with an aid.
- *****************************;

Regards,

*****************************
Business response
07/19/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

We would love to take your item back to us. However, our return policy does not allow us to make any exceptions. Also, since this was an in-store purchase, you must contact the store to see if they can make an exception but that would be at the store's discretion. We apologize for the inconvenience.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Initial Complaint
07/07/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered an Xbox on the 29th of June. Here we are July 7th and I still dont have my order. The order number is **************** and the tracking number is **********************. The email under that order is *************************** the number is ********** and address is *******************************************************************************. It has been 8 days since I placed that order. So I put in a replacement request then I get another email telling me I have to wait another 7 days. No I will not. I will not wait another 7 days. I want a replacement sent to me. Also I never did receive points for that purchase even though the person on phone told me I would. But then I got ahold of someone else who said I have to be pro member to get points. That is crazy. Since I was lied to not only do I want a replacement I also want a pro membership put on my new account under email **************************** and the number on that account is **********
Business response
07/11/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

I'm sorry to hear you had issues with the order. Our system shows that the order was already delivered. If you did not receive the order please let us know so we can send an investigation to our loss prevention department to get a refund or replacement.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/11/2024
Complaint: 21952260

I am rejecting this response because: yes please start whatever you need to. I do not want a refund. What I want is a replacement of the item I ordered which is the Xbox ************** 1TB. I ordered this for my niece for her bday. She been upset because it never did come. Just please send a replacement to the same address on the order number I gave you. Also please this time send it with ***** and request a signature upon delivery this time. Dont use *** because *** dont deliver on Tuesdays and Fridays where I live but ***** deliverys everyday. Also please provide me a tracking number. If you need my number for shipping purposes it is ************ but you may need to put a 1 in front of the 606. My address is down below.
*******************************************************************************

Regards,

*****************************
Business response
07/12/2024
Hello ******,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

Looking into your order, I see a chargeback has been filed with your financial institution. Once a chargeback has been filed, we cannot assist any further with the order regardless of the outcome of the claim. You will have to work with your financial institution to resolve the matter.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/12/2024
Complaint: 21952260

I am rejecting this response because: I closed that dispute days ago when I called to put in I never got my item because the person told me I would get a replacement. So once I was told that I closed the dispute down. I have attached a screenshot showing the dispute is not open. So again I closed that down because I was told I would get a replacement. So send my replacement please.

Regards,

*****************************
Business response
07/16/2024
Hello ******,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

Thank you for the response, Unfortunately, since the chargeback was filed we don't have the option to process a refund or replacement. Also, I looked into your order and your communications with our customer service department, and I see you were informed by our loss prevention agent that we cannot offer you a refund or replacement for this order. The shipping carrier has claimed full delivery to the address on the order, if you believe they have made a mistake we encourage you to file a claim on their website.
If you believe your shipment was stolen after delivery you may also file a police report with your local department. The officer assigned to your case can reach out to us at ************************************************* for assistance with their investigation.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/16/2024
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.

Regards,

*****************************
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
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.
My 10 year old daughter purchased a Gotcha Generation watch on clearance on 06/29/2024 at this Gamestop. When we tried to charge the product, it was defective and would not power on or accept charge from the charger. We attempted to return the defective item and were told that Gamestop will not accept returns on clearance items. This is clearly an attempt to sell defective merchandise to profit at a customers loss and I would like them to refund or credit the purchase price of the defective item they sold.
Business response
07/05/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

Our clearance items are sold as is and are all sales final. They may have some cosmetic damage, missing items, or small functionality issues; this is why they are sold at a deep discount. Per the return policy you agreed to when placing your order:
The following items are not eligible for a return or exchange and are considered final sale at time of purchase: Trading cards, *********************, clearance products, seasonal products, consumable products, ********************** issues, individual bundle components, digital products, POSA cards, gift cards, and bundles containing digital products.
?
You can read the full policy at **************************************************************;

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/07/2024
Complaint: 21928741

I am rejecting this response because: Selling broken items on clearance and then claiming it's company policy is unacceptable. The policy states that defective items at the time of purchase are eligible for return. This item was broken when it was removed from the package.

Regards,

*****************************
Initial Complaint
07/02/2024
Complaint Type:
Product Issues
Status:
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.
PURCHASE AROUND 30 DAYS AGO FROMT HE LOCAL GAMESTOP IN ********** NC THE TENNIS **** PURCHASED FOR MY SONS BIRTHDAY DOESNT WORK IN THE PS5 SEEMS TO BE AN ISSUE WITH PHYSICAL GAMES NOT WORKING IN A LOT OF PS5's AND HAVING TO GET THE DIGITAL VERSION. WE JUST WANT THE DIGITAL VERSION OF THE **** IF POSSIBLE.
Business response
07/02/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?
I'd love to look further into your request for you however I am unable to locate the transaction information associated with this issue. Please provide as much of the information below as possible as it relates to your inquiry. Once we are able to find your transaction we'd be more than happy to further assist you:?
?
Transaction Date:?
Store Location:?
Date of Purchase:
PRO Member ID#:
Any Associated Product Serial numbers:?
Order Number:
Receipt information (top of your receipt directly to the right of the date. Format Example: *****/ 01 - 002):

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Business response
07/02/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?
I'd love to look further into your request for you however I am unable to locate the transaction information associated with this issue. Please provide as much of the information below as possible as it relates to your inquiry. Once we are able to find your transaction we'd be more than happy to further assist you:?
?
Transaction Date:?
Store Location:?
Date of Purchase:
PRO Member ID#:
Any Associated Product Serial numbers:?
Order Number:
Receipt information (top of your receipt directly to the right of the date. Format Example: *****/ 01 - 002):

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Business response
07/02/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?
I'd love to look further into your request for you however I am unable to locate the transaction information associated with this issue. Please provide as much of the information below as possible as it relates to your inquiry. Once we are able to find your transaction we'd be more than happy to further assist you:?
?
Transaction Date:?
Store Location:?
Date of Purchase:
PRO Member ID#:
Any Associated Product Serial numbers:?
Order Number:
Receipt information (top of your receipt directly to the right of the date. Format Example: *****/ 01 - 002):

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
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.
On June 28th, 2024 at the ************ GameStop the associate ******** helped me. I traded in my PlayStation 5 and PlayStation portal and 2 games in exchange for store credit in the amount of $530.10.I bought a ******** Switch **** and a few other items. Upon trying out the **** I had a few issues via it causing migraines. I am not the only person that has this problem as online others stated it too from the screen. The associate told me this model was much better for game playing however I cannot use this handheld console. I wanted to exchange for store credit so I could get the original model. I was told I should sell it on marketplace or trade it in. Seriously GameStop. Every other store out there has a policy open box 15 days. Even Amazon. I was not aware or told about their policy. This is not right. I even called a few other stores to try to explain the situation to a manager but was told sorry cant do anything. Bad way to do business. Especially in this situation. I want a store credit for the ******** **** switch in the amount of $332.65. Yes its an open box. Yes its in excellent condition. In the future I think associates should tell the customer about the return policy as I had no idea,Also used the email address ****************************** to sign up for their pro membership.
Business response
07/01/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?
Thank you for the information provided. If the item is still under the return policy, you can return it to get the credit for this console. However, if the item is outside the return policy, the best option would be to trade the item at the store. We apologize for the inconvenience.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/01/2024
Complaint: 21924887

I am rejecting this response because:
this seems like an automated response. Secondly they didnt even reach out nor care to help with this situation. This company should be penalized for how they treat consumers. They take your money and fail significantly. Beware.

Regards,

*******************************
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
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.
I went to the ******************* store in ********* ******* on 8 June 2024 at 1:46pm and my son purchased an XCloudStinger2 wireless headset. Before purchasing, I asked my son if this would work for XBox. My son, A CHILD, said Yes, I think so. So I asked the employee working that **************************, and she said Yes, it will work for Xbox. She did not look anything up to verify this. We purchase the headset for $102.11. When we get home, my son tests it out and it does not work. I call ********* and ask her about this the following morning. She then looks it up and says it is because it is only for PC. I tell her Id like to return this item and she says she cannot take it back because the box has been opened. This is ridiculous. She is the associate and should therefore be well versed on the product she is selling and she sold us this headset under false pretenses. She blamed it on my son, saying that he also said it worked on Xbox but the last time I checked, hes a child and isnt employed by GameStop and she is. That same day, I filed a complaint with corporate and they said the District Manager would be in touch. The case number is *******. I followed up over the next two weeks and they told me the case is pending his review; however, it has now been three weeks and Im done waiting. I want my money back and I want this employee coached on her mistake.
Business response
07/01/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

I'm sorry to hear you are having issues returning the product back to us. Unfortunately, open new products are not eligible to be returned. Store associates are not expected to know everything about every product. Our store associate can absolutely help but ultimately it is the customer's responsibility to know exactly what they are purchasing. We apologize for the inconvenience.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/01/2024
Complaint: 21918489

I am rejecting this response because:
I understand that the associates cannot know everything; however, when I called her to complain the next day that the product did not work, she took 2 seconds to look it up in the system and provide me with an answer. Had she just done this extra step before I made the purchase, especially knowing her stores strict return policy, we could have avoided this whole thing. Had I not asked her, that would be one thing. But I asked her and she provided incorrect information to the customer. If she was not sure, it is her JOB to look it up and give correct info. To not do so is just horrible customer service. If she didnt know the correct answer, she should have said I dont know.

Regards,

*********************
Business response
07/02/2024
Hello,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?

I understand the outcome we have provided is not the one you were looking for and I apologize for any inconvenience it has caused. We appreciate your feedback and will take it into consideration as we continuously strive to improve our customer service experience.

If you have any additional questions or concerns, please do not hesitate to reach back out

Best Regards,?
Ever M.
Ever M. | Better Business Bureau Liaison | GameStop
Customer response
07/02/2024
Complaint: 21918489

I am rejecting this response because there is no resolution. Id like to get my money back or some sort of store credit or SOMETHING. This wasnt my mistake, it was your associates mistake.

Regards,

*********************

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