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Business Profile

Video Game Dealers

GameStop, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Dealers.

This business has 1 alert

Complaints

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

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    Customer Complaints Summary

    • 2,404 total complaints in the last 3 years.
    • 604 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/05/2025

      Type:Product Issues
      Status:
      Resolved
      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 paid 501.97+tax and loan interest for an Alienware Gaming Monitor on 10/8/2024. I bought the replacement plan for it in case anything were to happen to the monitor. I took the monitor to be replaced to the Cicero, NY Gamestop store but the clerk there could not replace it since it was bought off their website. I had to mail it in. I did that. They received it back for replacement on 3/27/2025. According to their phone messages, replacements occur within 3-5 business days and that an email should be received. I never got one. I've called numerous times only to be put on hold and told a callback would be given. I even emailed them. They have not responded to me and basically took the monitor back without the replacement contract being honored. I either want the replacement sent or my money refunded.

    • Initial Complaint

      Date:04/29/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Fix your website and overall system for auto renewal, 2024 the same issue happened and I was assured it was fixed and low and behold I received two emails within 72 hours and was double billed for my pro membership. 4/27/2025 - valid no issue 4/29/2025 -- I would like a refund and this issue to be fixed.. I can't even cancel my auto renewal so I am just honestly just over this.

      Business Response

      Date: 05/08/2025

      Hello *****,

      On behalf of GameStop, we apologize for this poor experience in association with our company. I have submitted to have your autorenewal cancelled and refunded per your request.  

      Cheers,

      ****** *.

      ****** *. | Better Business Bureau Liaison | GameStop

      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.

      Regards,

      ***** ****

    • Initial Complaint

      Date:04/29/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 purchased 3 used games. You delievered to me 1 game incomplete missing disc 2. And the other 2 game cases arrived with no games inside. You cometely ripped me off after I called and complained to you to send me a replacement of the first incomplete game. I already called once to tell you the first half of my order was wrong. Im not calling a second time. I want a refund ASAP. FYI Im still waiting for the Customer Call Back I scheduled with ********************** TWICE because you have no one available to pick up the phones.THAT WAS YESTERDAY AND YOU STILL HAVENT CALLED RETURN MY CALL!!!

      Business Response

      Date: 05/08/2025

      Hello ******,

      On behalf of GameStop, we apologize for this poor experience in association with our company. I looked into your order and I see our customer service agents have already processed a return for you.

      Cheers,

      ****** *.

      ****** *. | Better Business Bureau Liaison | GameStop

      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 BARELY satisfactory to me.

      It was only after I presented all my evidence to ****** and they filed a claim on my behalf did you start to treat my issue seriously. You guys attemmpted to insinuate Im a thief. Your CSR Supervisor rejected my claim the firts time claiming **** delivered my games just fine ignoring the fact I kept telling him they shipped out from the gamestop warehouse empty. Ive attached a screenshot of his email. I can confirm I recieved a refund and I am accepting this response to adhere ny the BBB guidelines, but know this was a nightmare and Im considering leaving the Gamestop Pro membership if this is what I need to do everytime you get my order wrong. Im no thief.

    • Initial Complaint

      Date:04/27/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Placed an online order through ************************** for an in store pickup and the transaction went through successfully in the amount of $11.79 yet I never received an email confirmation from them nor did it show up in my orders on my account. I called customer service and they simply said file a complaint with my bank and offered no refund. They could see the purchase and wouldnt process it manually for some reason so at this point it seems theyve got my money with no product received on top of this Ive used my coupons Ive earned by spending money there and they also offered no recourse to getting those back either.

      Business Response

      Date: 04/30/2025

      Hello *******,

      On behalf of GameStop, we apologize for this poor experience in association with our company. I looked into your order and I can see the authorization was cancel on 4/27/25. You should see any pending charge fall off automatically within 3 business days. If it has not fallen off you will need to contact ******** for further assistance. 

      Cheers,

      ****** *.

      ****** *. | Better Business Bureau Liaison | GameStop

      Customer Answer

      Date: 04/30/2025

      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.

      Regards,

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

    • Initial Complaint

      Date:04/27/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 am a pro member at GameStop who makes frequent purchases and spends a lot of money with the company. Lastnight I went online to make a purchase and take advantage of a prop member deal that was ending for buy 2 and get one item free. When attempting to make the purchased I received all kinds of errors, I tried paying with multiple different payment methods, one including a GameStop gift card and the purchase would not go through. I called and spoke to customer service who confirmed it was a website glitch and tell me the only resolve is to only shop in store since there website is not reliable. I think thats an absurd request but I asked what can be done about me missing the pro deal due to the companys website being glitchy. I was told there was nothing they can do and received 0 understanding or help. I was to be credited in some form or fashion to get the guy 2 get 1 free deal as it should be honored and I shouldnt be punished for the website not working

      Business Response

      Date: 04/30/2025

      Hello Carlton,

      On behalf of GameStop, we apologize for this poor experience in association with our company. We are not able to honor any expired promotion but I did look into your attempted orders and I can see they were rejected by our system. You are welcome to wait ******************************************************************************************************************************************* store from now on instead. I do apologize for the inconvenience and I have put ****** points on your account as a one-time gift so you can use them the next time you decide to shop in store. 

      Cheers,

      ****** *.

      ****** *. | Better Business Bureau Liaison | GameStop

    • Initial Complaint

      Date:04/26/2025

      Type:Product Issues
      Status:
      Answered
      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.
      On April 22nd, I purchased two $10 *** gift cards at your location at ********************************************************. Today, I noticed that the voucher codes on my receipt **do not match the codes** on the gift cards I purchased, after scratching off the back. Neither the codes on my receipt nor the cards on the gift cards appear to be valid or active. None of the codes work when trying to redeem on the *** app. It appears the employee did not match up the cards with the activated codes. I have been a Gamestop member for many years and a former PRO member too. I expect Gamestop to refund me the $20 I lost or give me a VALID PlayStation gift card in the amount of $20.

      Business Response

      Date: 04/30/2025

      Hello *****,

      On behalf of GameStop, we apologize for this poor experience in association with our company. I was able to look up your receipt from 4/22/25 and am happy to provide the two PlayStation Network codes you purchased. I will do so with included redemption instructions via a separate email for your privacy. Digital codes are all sales final so we would not be able to offer any kind of refund.If you continue to have issues with your codes you will need to contact **** for further assistance.

      Cheers,

      ****** *.

      ****** *. | Better Business Bureau Liaison | GameStop

    • Initial Complaint

      Date:04/26/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 pre-ordered an action figure from GameStop's website on November 24, 2024. The Item was set to release April 2025. My issue is the wrong item was delivered, and I was given a reciept for the correct item (which I did not get) After calling the GameStop **************** number on numerous occasions for 3 buisness days in a row, I never was able to speak with anyone or was called back. My emails to their **************** have also been completly ignored for many days now.

      Business Response

      Date: 04/29/2025

      Hello ******,

      On behalf of GameStop, we apologize for this poor experience in association with our company. I looked into your order and have processed a replacement shipment for you. Your new order number is 191484171.

      Cheers,

      ****** *.

      ****** *. | Better Business Bureau Liaison | GameStop

      Customer Answer

      Date: 04/29/2025

      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.

      Regards,

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

    • Initial Complaint

      Date:04/26/2025

      Type:Product Issues
      Status:
      Answered
      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.
      This is a follow up to Complaint #********. I thought this issue was resolved regarding the GameStop Pro account never crediting. I never did get the pro account. ******* at their corporate office responded to my previous complaint, we talked on the phone and agreed that refunding the $25 to a non-expiring gift card would resolve things. That was in November 2024. Since then, their website has continually refused to accept the gift card so I finally gave up and went down to the physical store here in ***********, where they told me there is not and has never been any money on that gift card. So ******* gave me an EMPTY gift card claiming he was refunding me just to get the BBB complaint resolved. We have been GameStop customers for many, many years and at this point, I will never spend another dime in this store. This has been an absolute fiasco and all I want is my $25 back. The membership was never used. The gift card was never used. They just took my money & have given me nothing but the run around since.

      Business Response

      Date: 04/29/2025

      Hello ****,

      On behalf of GameStop, we apologize for this poor experience in association with our company. I looked into your previous communications and I see you were issued a gift card on 11/20/2024 and that gift card was used to purchase WIzard101 Pet Trainer Bundle Card in store on 11/27/2024. That is why it no longer has any funds.

      Cheers,

      ****** *.

      ****** *. | Better Business Bureau Liaison | GameStop

    • Initial Complaint

      Date:04/25/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Hello, on April 23 2025 I went to the gamestop located at ***************************************************** to use my store credit to buy steam cards (Traded in my xbox series x console because I recently starting gaming on a new pc). I had a total of $346.30 prior to the transaction and tried to buy $340.00 worth of steam cards (Total cost is ****** due to Pro membership discounts). After swiping my trade card the register locked up and had to reboot. Once the register was back up we checked my card balance to see if the transaction went through: it was now ***** so at first glance it did. They gave me the cards but I asked for a receipt for proof that they were activated but the cashier told me they couldn't print one since the register rebooted, so they printed another paper that looked similar to a normal receipt that showed the card activation.The issue is: $200.00 of the $340.00 was activated successfully while the others were declined so they only gave me 4 of 8 cards, cashier told me to call the customer service number to get the rest refunded to my trade card. **************** told me this was an issue that needed to be resolved at the store, that the store needs to call the support line if they have trouble refunding it. The next day on the 24th I was told to call customer service again and that the cashier would call their district manager for assistance and they would call me back same day. They didn't call back and I tried calling customer service again and they gave me the same message as last time. I will provide pictures of the transactions. The store is a 2 hour round trip and I would not want to drive a 3rd time there for nothing.With pro membership discounts in account it looks like $133.00 is missing from my store credit trade card.

    • Initial Complaint

      Date:04/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      GameStop advertised that they would accept pre-orders for the ******** Switch 2 and the ******** Switch 2 Mario **** bundle starting today at 8 am PST. I rearragned my schedule and procured childcare so that I could be on their web site prior to 8am and order my Switch 2 Mario **** bundle but they chose to take their site offline approx. 2 minutes prior to 8am. As of now, 838 am, they are still not allowing access to their site and based on comments on their social media accounts they have no more Switches available to pre order. It is clear that this was just a marketing stunt to get people to talk about their business with no intention of providing the services/goods they advertised.

      Business Response

      Date: 04/29/2025

      Hello ******,

      On behalf of GameStop, we apologize for this poor experience in association with our company. Unfortunately, ******** switch 2 online preorders were first come first serve. If you were not able to get a preorder online I would suggest you contact your local GameStop store or other video game retailers and see if they may have preorders available in store.

      Cheers,

      ****** *.

      ****** *. | Better Business Bureau Liaison | GameStop

      Customer Answer

      Date: 04/29/2025

      Complaint: 23245144

      I am rejecting this response because:

      I understand they were first come first serve but the business did not acknowledge that they took their website offline to strategically discriminate against people in my region. Furthermore, their suggestion that I contact local Game Stops is offensive because they know good and well that none of their locations have this item available. They need to sell me a Switch 2 and admit that what they did was unethical  


      Regards,

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

      Business Response

      Date: 05/08/2025

      Hello ******,

      Thank you for your response. As previously stated we are unable to offer separate preorders to any individual beyond the ones already offered to the general public on a first come first serve basis. You are welcome to keep checking back on our website for future preorder availability. 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 it will be taken into consideration as we continuously strive to improve our customer service experience.

      Cheers,

      ****** *.

      ****** *. | Better Business Bureau Liaison | GameStop

      Customer Answer

      Date: 05/09/2025

      Complaint: 23245144

      I am rejecting this response because:

      They refuse to accept responsibility for what they did. It is clear that they will not do the right thing so I guess this complaint should be closed and left as a negative remark on their profile. Ideally, they should lose their BBB accreditation.  


      Regards,

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

    GameStop, Inc. is NOT a BBB Accredited Business.

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