Business Profile

Video Game Dealers

GameStop, Inc.

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

2,382 total complaints in the last 3 years.
586 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:05/23/2022
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.
Hello - I ordered a *************** Gaming Laptop on 4/30/22. The product description showed the gaming laptop included the *** *****************. When I received the laptop I opened it to find it did not include the *** Ryzen 7, but in fact had the *****************. I called customer service to complain and was advised to send in the original laptop and they would send me the correct one. After shipping this first laptop back, I received an email from GameStop claiming there was a misprint and the laptop I original ordered never had a *** Ryzen 7 installed. I called customer service back and assured that I would receive a laptop with an *** Ryzen 7 chip. I was very clear and explicit with what happened and that I did not want them to send me the same incorrect laptop. A few days later I received the incorrect laptop again. When contacting customer service they offered me a refund and when I refused stating I wanted the laptop that was advertised and then repeatedly promised over the phone, they refused any further action and ended the call. Order Number: **************** Order Total $1,104.59
Business Response
Date: 05/24/2022
Good Morning ****,

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

I understand your frustration. However, we are unable to process a replacement for another model at this time. While I am unable to process a replacement for a different model, I am able to process a pre-paid return label so that a refund process can start.
Please be advised that a refund process will start once our fulfillment team has received and verified the package.

If you have any additional questions or concerns,please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison |GameStop | Service Matters
Initial Complaint
Date:05/20/2022
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 preordered a statue in December 2021 (Order ****************) when it was discounted, and paid the entirety of the cost up front with a gift card. In January, I started getting emails saying that my payment method was failing, even though I had completely paid off my preorder. I started contacting support every day, and every time they said that they would fix the issue after the call ended, but they never resolved the issue and instead canceled my order entirely. I contacted support again after this, and they said that I would be able to replace my order at the original discounted price closer to release. Since then, I have been continuously checking the product page, and even leading up to release, they were never able to place the order, even though I had been assured that I would be able to re-open my order without any hassle as long as I mentioned my previous order number. Now that the statue has actually been released, I still haven't been able to order the statue, and I'm stuck with a gift card and nothing to actually use it on. All I would like to do is re-open the order, use my gift card, and receive the statue that I had already paid for.
Business Response
Date: 05/21/2022
Good Morning *****,

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

I can see that the item is question is out-of-stock at this time, and we are unsure if we will restock. However, I am able to see that the funds are still loaded in the gift card. Since the online order 1100000042607000 was cancelled, the gift card was never charge, there was only a pending payment. Online order are not fully charged until we have shipped out the items form the online orders.

If you have any additional questions or concerns,please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison |GameStop | Service Matters
Customer Answer
Date: 05/23/2022
Why was my order even canceled in the first place then? I can see a charge in the gift card's balance history from January, and according to every call I made to customer service, the balance of the card completely covered the cost of the preorder so there should never have been a payment issue in the first place. Failing that, it feels dishonest to offer the ability to reopen my preorder at a later data, even though you have no intention to restock the product or make it available in any capacity.
Business Response
Date: 05/24/2022
Good Morning *****,

On behalf of GameStop, we apologize for this poor experience in association with our company.
Upon further review, I am able to see that the funds of the gift card would not have covered for the online order. The funds for the gift card is only $175.08 and the cost of the online order (without shipping or taxes) was $229.99. This could have been the reason why the order did not process.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/24/2022
I purchased the statue while it was discounted, so the gift card would cover the entirety of the cost, and why the customer service reps I spoke to said that I would be able to purchase the statue again closer to release at the original discounted price. Were you trying to charge me the original undiscounted price and causing my payment method to fail?
Customer Answer
Date: 05/24/2022
Complaint: 17224129

I am rejecting this response because:I purchased the statue while it was discounted, so the gift card would cover the entirety of the cost, and why the customer service reps I spoke to said that I would be able to purchase the statue again closer to release at the original discounted price. Were you trying to charge me the original undiscounted price and causing my payment method to fail?

Regards,

*******************
Business Response
Date: 05/25/2022
Good Morning *****,

On behalf of GameStop, we apologize for this poor experience in association with our company.
I am sorry for the late response. At this time I ma working with our internal team to see why your online order was canceled.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/30/2022
Hi, is there any update on what happened to my order?
Customer Answer
Date: 06/01/2022
Complaint: 17224129

I am rejecting this response because:Hi, is there any update on what happened to my order?

Regards,

*******************
Business Response
Date: 06/03/2022
Good Morning *****,

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

I am sorry for the late response. I was able to speak with our internal team about this matter. After further investigation it does seem like there was an error with our system that canceled the online order. I am very sorry about this outcome, because of this I was able to process *****pts into your ********* Rewards account.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 06/06/2022
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:05/20/2022
Type:Delivery 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.
On 4/28/2022 I ordered an Xbox Series S from GameStops online store for $315.55 and requested next day delivery. On 4/29/2022 is when the product was set to deliver, I was informed that it was being delivered via DoorDash which I would not have approved. The delivery instructions were for the product to be left at the door. I was told by my neighbors that the delivery driver didnt feel comfortable leaving my product outside while I wasnt home so he picked the product back up after he had taken the Delivery Confirmation Photo, while also telling my neighbors he was going to take it back to the store. The product was never returned to GameStop. Fearing my product was stolen I reached out to GameStop for them to launch an investigation into the matter and get me a replacement product. On 5/3/2022 I received an email from a Morgan ** that represents GameStop and was informed Upon investigating your order and based on our findings with Door Dash, we are unable to provide any further assistance and you will need to contact your financial institution for further assistance which I did, the email went on to say, If you believe your package was stolen then I recommend filing a report to your local law enforcement as well. Which I have not gotten to do yet. On 5/11/2022 I received another email asking how I was enjoying my product, I left an unpleasant review and was reached out to by an **************** who also represents GameStop concerning my review. I explained my situation and expressed how I felt as if I was told were not held accountable by GameStop. I requested their assistance in getting the Serial Number for the product so I can report it to the authorities for them to track but I was told that I wouldnt be given that information. I filed a dispute with my bank on 5/3/2022 as well.
Business Response
Date: 05/21/2022
Good Morning Desmoud,

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

I understand that you have already processed a dispute with your financial institution. If you are wanting to still process the police report, please provide the assigned officer this email address " *************************************************"-

The officer will need to provide the following in the email:
-Officer's first and last name
-Badge number
-Officers phone number
-Case number
-Reason for requested information
Please include all available information, i.e. customer name, Power Up account number, dates, purchase location, serial number, product type, etc.
Please note: incomplete information may delay processing of the request

If you have any additional questions or concerns,please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison |GameStop | Service Matters
Initial Complaint
Date:05/19/2022
Type:Customer Service 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.
Oct. 2021 /Ordered birthday gift for grandson. I specifically ordered I was promised the item would arrive.Oct.5-6 2021 item arrives late.I called to enquirer & was told its their fault & was told Id receive a refund. Feb./March 2022 I received a ****. I dispute & again I was told a huge mix up my account will be credited & offered points. Well, then they send me a letter & say they will investigate they have no knowledge of any refund. They cut my credit card amount. I dispute & I get the run around. Their final today is that I received the item so I need to pay! WOW! I pleaded my case & nicely told them that their agents said it been so long & that this should be credited. They didnt care. Point blank said you owe! WOW! What they say on the phone & what they write on their notes is a total fraud!! SHAME on GAMESTOP. I will cancel credit card once this issue resolves. They failed & promised & lied!! UNBELIEVABLE. Please CREDIT MY ACCOUNT ACCORDINGLY. Please send me via ************ that this account has been credited ASAP. Good grief
Business Response
Date: 05/20/2022
Good Morning *******,

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

Upon review, I am able to see that a dispute was already filled with your financial institution. I am sorry to say that we are not able to process a refund at this time. I recommend to please contact your financial institution for further assistance.

If you have any additional questions or concerns,please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison |GameStop | Service Matters
Customer Answer
Date: 05/20/2022
Complaint: 17219904

I am rejecting this response because:GameStop is a HUGE LIAR & FRAUD!. THEY NEED TO CREDIT MY ACCOUNT IN FULL. Not just $30.00 & points! SHAME ON YOU. Oh! This below was the recent email GAMESTOP sent me!!
****************** (GameStop)
May 19, 2022, 10:21 AM CDT
Hey *******,

Thanks so much for getting back to us. I'm so sorry to read about your experience. I was able to
locate your order and phone call records and it appears we attempted to refund the shipping
cost of $13.99 on this order back in October.
In order for this refund to be credited back to you please reach out to **************** Bank
at **************. They will have to release that refund credit to you.

Once again we're so sorry to read about your experience, as this is something we never want for
our guests. If you have any questions please don't hesitate to reach out and let us know.
SHAME ON YOU GAMESTOP!!!

Regards,

***************************
Business Response
Date: 05/21/2022
Good Morning *******,

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

I understand your frustration. I am sorry to say that, I am able to see that a dispute was already filled with your financial institution. We are not able to process a refund at this time. I recommend to please contact your financial institution for further assistance.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/23/2022
Complaint: 17219904

I am rejecting this response because:GameStop continues to pass this TORCH to COMENITY BANK the known financial institution. This financial institution has specifically told me that GAMESTOP must RELEASE the CREDIT to them in order to fix GAMESTOP mess!! Again, I cant stress this enough. GAMESTOP ruined a birthday & failed & lied & DO NOT WANT TO RECTIFY! UNBELIEVABLE!!!!!

Regards,

***************************
Customer Answer
Date: 05/23/2022
Complaint: 17219904

I am rejecting this response because:GameStop continues to pass this TORCH to COMENITY BANK the known financial institution. This financial institution has specifically told me that GAMESTOP must RELEASE the CREDIT to them in order to fix GAMESTOP mess!! Again, I cant stress this enough. GAMESTOP ruined a birthday & failed & lied & DO NOT WANT TO RECTIFY! UNBELIEVABLE!!!!!

Regards,

***************************
Business Response
Date: 05/24/2022
Good Morning *******,

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

Upon further review, we are able to see on our end that a dispute was already processed. Since a dispute was already processed with your financial institution, we are not able to provide a refund on our end. I am sorry tp say that we are not able to take any action at this time.

While we are not able to help at this time, I recommend to please contact your financial Institution.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/24/2022
Complaint: 17219904

I am rejecting this response because: Typical of GameStop to pass the torch. Fess up to your errors & authorize the credit to ************** Theyve said you have the authorization. I never initialized a resolution with *************** I dont know where you got your false information. Your error (GAMESTOP) your false & fraudulent activities & you fail to work this out! My goodness!! You (GAMESTOP) literally ruined a birthday! Your operators or reps said this was being taken care of. NOW GAMESTOP has no records & you do. Make up your mind! SHAME ON GAMESTOP & Comenity BANK!!
PLEASE ADJUST MY ACCOUNT ACCORDINGLY ASAP

Regards,

***************************
Customer Answer
Date: 05/24/2022
Complaint: 17219904

I am rejecting this response because:Typical of GameStop to pass the torch. Fess up to your errors & authorize the credit to ************** Theyve said you have the authorization. I never initialized a resolution with *************** I dont know where you got your false information. Your error (GAMESTOP) your false & fraudulent activities & you fail to work this out! My goodness!! You (GAMESTOP) literally ruined a birthday! Your operators or reps said this was being taken care of. NOW GAMESTOP has no records & you do. Make up your mind! SHAME ON GAMESTOP & Comenity BANK!!

PLEASE ADJUST MY ACCOUNT ACCORDINGLY ASAP

Regards,

***************************
Business Response
Date: 05/24/2022
Good Morning *******,
We sincerely apologize for any frustration this may have caused you. After further investigation, we have decided to go ahead and help with the refund of this order as a onetime courtesy. Unfortunately, we would not be able to reverse the funds back to your PowerUp Rewards credit card because we are receiving an error when attempting to do so. The options we have available for a refund are as follows:

GameStop digital gift card receive by email within ***** hours.
Physical GameStop gift card - receive via mail within **** business days to home address.
Corporate check by mail can take up to 25 business days.

Please let us know which option would work best for you and if you have any other questions or concerns.

Thank you,

Brittany | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/24/2022
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,

***************************
THANK YOU!!! I will gladly ACCEPT a BUSINESS CHECK in FULL AMOUNT! This is the GAMESTOP Ive always dealt with. Ill be expecting a check! ??????
Customer Answer
Date: 07/05/2022
Complaint: 17219904

I am rejecting this response because:GAMESTOP continues to fail on sending me MY FULL REFUND!! We agreed on 25 business days!!! PLEASE REFUND NOW!!! Send via **** NOW!!! Thank you

Regards,

***************************
Business Response
Date: 07/07/2022
Good Morning *******,

We sincerely apologize for any frustration this may have caused you. After further investigation, we have decided to go ahead and help with the refund of this order as a onetime courtesy. Unfortunately, we would not be able to reverse the funds back to your
I will go ahead and process a ticket for your Corporate check to be sent out to you. While It can take up to 25 business days for your corporate check to be sent to you, I will go ahead and notate on the ticket and ask if we are able to expedite the shipping.

Please let us know which option would work best for you and if you have any other questions or concerns.

Thank you,

**** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 07/08/2022
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,

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

wow! I cant believe they will process a check in 25 more days! Please expedite! Thank you.
Customer Answer
Date: 08/15/2022
Complaint: 17219904

I am rejecting this response because:Dear Maam:
Per our agreement with GameStop. THEY HAVE NOT REFUNDED.
This has been going on since
05-18-2022.

Please let me know if they are still standing by their agreement.

This is totally ridiculous.

Thank you.

Regards,

***************************
Customer Answer
Date: 08/19/2022
Better Business Bureau:

Hello. I would like to personally thank you. The check was finally delivered today. Again, THANK YOU ?? for all YOUR FRIENDLY HELP!

Regards,

***************************
Initial Complaint
Date:05/19/2022
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.
May 16th, 2022. $123.44. PlayStation 4 video game: Stranger of Paradise, Final Fantasy Origin. Dispute: video game wasnt delivered to my apartment complex and my apartment. It was delivered to apartment #*** at the wrong apartment complex. I called DoorDash, who does deliveries for GameStop, ****** customer service representative for DoorDash (case#*********) called delivery driver Toyea F, driver stated he was unable to retrieve video game and deliver it to correct apartment complex: ***************, apartment #***. GameStop refused to replace or refund me for the video game. GameStop order number: ****************. I have email thread that has entire conversation with myself and GameStop escalation team. I have photos too, if needed. Instructions for delivery per myself (customer) are stated in one of the pictures, it gives the following detailed delivery instructions: apartment complex name, gate code, building number, and apartment number. Delivery instructions also stated: please call customer when you have arrived and coordinate a safe place to deliver package, which was not done.
Business Response
Date: 05/20/2022
Good Morning ********,

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

I was able to process the refund for the game on your online order. The refund will process back to your original form of payment within 3-5 business days.

If you have any additional questions or concerns,please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison |GameStop | Service Matters
Customer Answer
Date: 05/20/2022
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:05/16/2022
Type:Delivery 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 ordered xbox all access through gamestops website. This requires a line of credit which I was approved for and gamestop sent me a confirmation email with an order number stating my order was accepted. The order never showed up on my account and after weeks of back and forth and multiple hours on the phone with them and citizens one, where the financing is through, I still have not received my Xbox and they refuse to compensate me more for my time spent trying to solve a problem they caused. I would like to request the BBB to help get this issue solved and help me get the compensation that I believe I deserve for their bad business.
Business Response
Date: 05/17/2022
Good Morning Nick,

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

I am able to see that there was an error with the payment. Since the line of credit has already been opened, you are able to process the order again in our website. please be advise, you must fill out the exact same information that you have added when the original order was placed

I recommend to please contact your financial institution for further assistance for your method of payment issues.

If you have any additional questions or concerns,please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison |GameStop | Service Matters
Initial Complaint
Date:05/16/2022
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.
HI,I redeemed ****** points for three $10 rewards and placed Order # ****************, Order # **************** and Order # ****************. the orders get cancelled, haven't receive a refund for three $10 GameStop (total $30) reward certificate or points.
Business Response
Date: 05/17/2022
Good Morning Zheng,

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

I was able to add the *****pts back into your account.

If you have any additional questions or concerns,please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison |GameStop | Service Matters
Customer Answer
Date: 05/17/2022
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:05/16/2022
Type:Customer Service 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.
When I try to make a purchase online A payment error pops up I called my bank and nothing wrong with their end and I contacted GameStop via phone and ******* private message and they told me theres no issue in there end they told me to make purchases at the store or they can make purchases online for me at the store . After doing a lot of research I read that GameStop blocked me from making purchases on there online website which they gave me no reason of why they would block me I did nothing wrong but pre order and make purchases for my self. I just want to make purchases again I even lost out on 2 pre orders that are not available to purchase anymore because they wouldnt take my payment
Business Response
Date: 05/17/2022
Good Morning *******,
On behalf of GameStop, we apologize for this poor experience in association with our company.

At this time, you are unable to place any online orders with us. While you are not able place online orders, you are more than welcome to shop with us in store.

If you have any additional questions or concerns,please do not hesitate to let me know- I am here for you.

Best Regards,
Joel | Better Business Bureau Liaison |GameStop | Service Matters
Customer Answer
Date: 05/17/2022
Complaint: 17201935

I am rejecting this response because: You did not give me a good reason why I can not make purchases online. I have done nothing wrong I spent over 30k in your business with receipts showing proof. Ive been a customer for years. This is how you treat customers that been shopping at your establishment. You couldnt give me a good valid reason why you guys blocked me from buying your items online? This is Unacceptable.

Regards,

*****************************
Business Response
Date: 05/18/2022
Good Morning *******,

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

I understand your frustration, but going forward you are unable to place any online orders with us. While you are not able place online orders, you are more than welcome to pre-order and shop with us in store.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
Joel | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/18/2022
Complaint: 17201935

I am rejecting this response because: Ok. You said that already but you are not giving me a valid reason to WHY I can not place orders online.

Regards,

*****************************
Customer Answer
Date: 05/20/2022
Complaint: 17201935

I am rejecting this response because: Ok. You said that already but you are not giving me a valid reason to WHY I can not place orders online.

Regards,

*****************************
Business Response
Date: 05/20/2022
Good Morning *******,
We sincerely apologize for any frustration this may have caused you. The reason you are no longer eligible to place online orders with us is due to multiple complaints of not receiving products on multiple orders that were able to be confirmed as delivered. This placement has been issued by our order investigations team and cannot be reinstated. However, as stated by the previous agent, you are able to continue shopping with us and ordering in store.

Please let us know if you have any other questions or concerns.

Thank you,

Brittany | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/20/2022
Complaint: 17201935

I am rejecting this response because:Thank you. I appreciate some
one finally telling me why I was blocked online but even though your investigation team said that they were delivered but some of them wasnt delivered and I have proof. I have cameras facing the streets and my doorbell has a camera we get packages everyday from ********************** We had the same issue with ************ and ******** Its not all the time but sometimes I wont get it. Some of them I had to file police reports. I wouldnt lie to get free items also due to recent health events I cant be out all the time. Hence why I canceled a lot of my pre order in store and pre ordered them online. Its just more convenient for me. Also we been havent issue with the post putting packages in the wrong mailbox and we had to file a complaint and some times ***** would give **** packages to deliver to us which they did with my Apple Watch I bought form you guys
I do apologize if it seems like I was trying to steal from you guys but I would never. I can go through a list with you guys of what orders I got and what orders I didnt so we can fix this issue I can even show video evidence and police reports. Ive been a customer with you guys for over 11+ years I just want to resolve the issue I wouldnt go this far to even contact BBB if I was at fault

Regards,

*****************************
Customer Answer
Date: 05/23/2022
Complaint: 17201935

I am rejecting this response because:one finally telling me why I was blocked online but even though your investigation team said that they were delivered but some of them wasnt delivered and I have proof. I have cameras facing the streets and my doorbell has a camera we get packages everyday from ********************** We had the same issue with ************ and ******** Its not all the time but sometimes I wont get it. Some of them I had to file police reports. I wouldnt lie to get free items also due to recent health events I cant be out all the time. Hence why I canceled a lot of my pre order in store and pre ordered them online. Its just more convenient for me. Also we been havent issue with the post putting packages in the wrong mailbox and we had to file a complaint and some times ***** would give **** packages to deliver to us which they did with my Apple Watch I bought form you guys
I do apologize if it seems like I was trying to steal from you guys but I would never. I can go through a list with you guys of what orders I got and what orders I didnt so we can fix this issue I can even show video evidence and police reports. Ive been a customer with you guys for over 11+ years I just want to resolve the issue I wouldnt go this far to even contact BBB if I was at fault

Regards,

*****************************
Business Response
Date: 05/24/2022
Good Morning *******,

On behalf of GameStop, we apologize for this poor experience in association with our company.
At this time you are no longer able to process online orders with us at this time, and I am sorry to say pre the last email this can not be reinstated. While you are not able to purchase online with us at this time, again you are more than welcome to shop with us in store.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
Joel | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/24/2022
Complaint: 17201935

I am rejecting this response because: I will be contacting a lawyer. With the proof i have i feel like i was wrongly accused of not receiving orders when you guys stated i did when in fact i did not get certain items and now have been blocked from making purchases online. No need to respond you will be hearing from a lawyer soon.

Regards,

*****************************
Initial Complaint
Date:05/12/2022
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.
Purchase was made from GameStop.com website. The website claimed that the items shipped were new and unused. However, when the items arrived, the shrink-wrap was removed and some of the contents were removed/missing. Purchased items were returned for an exchange. Exchange completed. Second batch of items arrived in the same condition. Correspondence ended with the GameStop.com support agent saying that GameStop.com can not guarantee that items shipped are sealed and in "new" condition. This appears to be a case of false advertising. Items Purchased from website: Knockout Home ******* ********* Switch) YS IX: Monsterum *** ********* Switch)
Business Response
Date: 05/13/2022
Good Morning ****,

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

I understand your frustration, However I do see that the games came from our stores. When "NEW" games are opened this means that the stores opened the games up for display. The games were not sold or used in any way. The games are still new.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/16/2022
Complaint: 17193658

I am rejecting this response because:
Typically, "NEW" means that the item is sealed with the manufacturer's packaging. If the item has been removed from this packaging, it is no longer new. Would you buy a frozen dinner from a store if the packaging was tampered with? What if the store slapped on a "New" sticker on the box? This process of gutting collectable video games is absurd. They loose most of their value, when the original seal has been removed. As a collector of modern and vintage video games, the value of any video game is based on whether it is "sealed", complete, or loose. In the past, most video game retailers used "dummy boxes" for their inventory. Why has GameStop abandoned this practice?

Regards,

**** Saint
Business Response
Date: 05/17/2022
Good Morning ****,

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

I understand your frustration, Here is what can be done-
I am able to process a pre-paid shipping label so that the items can be returned for an exchange, or you are able to process an exchange in your local GameStop store.

Please let us know know which option you prefer.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/23/2022
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.
However, I am awaiting an email from GameStop.com regarding my exchange.

Regards,

**** Saint
Initial Complaint
Date:05/11/2022
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.
On 3/16/2022, my GameStop Powerup Reward points expired. I had ****** (about a $64 value when redeemed) at the time. I was aware that these points expire after a year of not making a purchase at GameStop (which was the case here). However, GameStop never bothered to contact me in any way to warn me that my points were about to expire, which is something pretty much every other business does. I became aware of the points expiring on 5/5/2022 when I was trying to make a purchase. After realizing what had happened, I was still trying to make my purchase and was having an issue using multiple gift cards online. I called support and was told by the woman I talked to that she didn't think I could use more than one gift card at a time (she was wrong). I also asked about warnings for impending point expirations and she said she didn't think they sent any warnings (but she was wrong about the gift cards so how good is her credibility?). I later contacted GameStop support on ******* about the issue and they said that they do "generally send an email with a warning", so the company policy is unclear. Either way, I received no such warning and ended up losing about $64 worth of reward points.
Business Response
Date: 05/12/2022
Good Morning Matt,

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

I was able to process back your expired points back. Please be advise this is a one-time exception and we will not be able to process back anymore expired points.

If you have any additional questions or concerns,please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison |GameStop | Service Matters
Customer Answer
Date: 05/12/2022
Complaint: ********

I am rejecting this response because:
Thank you for agreeing to return my piints, but I just checked and my points have not actually been returned. Also, can I get a clarification on GameStop's policy on warning customers about impending point expirations?

Regards,

***********************
Business Response
Date: 05/13/2022
Good Morning Matt,

On behalf of GameStop, we apologize for this poor experience in association with our company.
Please allow 72 hours for the points to reflect into your account. Since your points were expired, we are not able to appease the points back. However, I was able to do a one-time exception and processed back your expired points.

If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.

Best Regards,
**** | Better Business Bureau Liaison | GameStop | Service Matters
Customer Answer
Date: 05/13/2022
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,

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

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