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
06/05/2024
Complaint Type:
Sales and Advertising 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.
Order: **************** Order # **************** Orders were placed on Gamestop's website for items advertised at a deep discount. Orders were confirmed by e-mail. Later Gamestop decided to cancel the orders without any reason provided.At the time of the orders being canceled, the items were still in stock on the website, but at double the price. Made numerous calls to gamestop to get the issue resolved and the agents were incredibly rude and unprofessional, refusing to honor the sale price or redo the order.This is 100% false advertising.Since these orders were canceled, it has been impossible to place any orders on the website. The system errors out ever time, and customer service does nothing to resolve the issue after dozens of emails. In addition I was charged for a membership that is unusable since I cannot place any orders on the site.The website needs to be fixed. Refunds need to be issued for the pending orders that have still not been refunded, or delivered, and a refund is required for the membership.
Business response
06/05/2024
Hello,

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

I'm sorry to hear your orders were canceled. I see that you used PayPal as a payment method. The pending authorization can take up to 15 days to be removed from ******. This depends on PayPal's policy. 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
06/05/2024
Complaint: 21802923

I am rejecting this response because: The orders took place months ago so there is no reason that the refunds have not been processed. You also did not address the fact that you refused to honor the sale price after the orders were canceled, even when the items were still in stock, which is false advertising and illegal.
In addition, this is not the first time this has happened, and I am now unable to make ANY orders on the site.
If these problems cannot be resolved, we need refunds for the products not delivered as well as a refund for our membership.

Regards,

***********************
Business response
06/06/2024
Hello ******,

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

Thank you for the response. I was able to send an escalation to another department to review those orders and see if there is a pending authorization on those orders that can be removed. Unfortunately, we are unable to get the deals for those items that were listed on the day you placed the order. 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
06/06/2024
Complaint: 21802923

I am rejecting this response because: Most of the comments in my letter were completely ignored. Nothing has been resolved to fix any of the website issues or the ability to place orders. The false advertising has not been addressed and is an ongoing problem.
I also still need a refund for the membership, since the company refuses to honor its sale prices.

Regards,

***********************
Initial Complaint
06/05/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered 9 games from GameStop online and only received 7
Business response
06/05/2024
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
Customer response
06/05/2024
Complaint: 21804574

I am rejecting this response because:
This is my order number 1100000067231882. I am missing 1 copy of diablo and 1 copy of stardew valley. I reached out to GameStop support and got no responses. 3881211331491 this is my member ID which I will be cancelling with all the trouble this is causing me

Regards,

*************************
Business response
06/06/2024
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. I see that one package is still on the way to be delivered today and it's out for delivery for the game Diablo IV. For the item missing of **************, I can help you to process a refund or replacement for this item. Let me know what option you prefer.

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
06/12/2024
Complaint: 21804574

I am rejecting this response because:

A refund will be fine. I will close the complaint as soon as the refund is issued. Thank you

Regards,

*************************
Business response
06/12/2024
Hello ******,

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

Thank you for the response. I was trying to process a refund However since those items were on promotion, our system shows that if I process a refund that would process a $0 refund so the best option would be to send you the replacement for the missing item.

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
06/12/2024
Complaint: 21804574

I am rejecting this response because:
A replacement is fine, as soon as it's received I can close the complaint
Regards,

*************************
Business response
06/13/2024
Hello ******,

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

Thank you for the response. I was able to create a replacement for the missing item and you will get a tracking number in the next ***** hours. The new order number is 186936365

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
06/14/2024
Complaint: 21804574

I am rejecting this response because: ok sounds good. As soon as it's received I will close this

Regards,

*************************
Business response
06/17/2024
Hello ******,

?
You are more than welcome, our system shows that the replacement was already delivered to your address. We hope you enjoy your package.

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
06/17/2024
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
06/04/2024
Complaint Type:
Delivery 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.
Placed an order only because H*2*0*7*9*4*9*4*4*8*0H said how long it would take for me to get the order. Gave them money for the order, now because they got my money H*4*4*0*1*9*8*6*2*1H thinks they can just sit back and take however long they want cause they already have customers money. Order placed on the 28th. When placed it said 1 to * days for me to get. i have an Email stating this in BLACK AND WHITE!!!!! It's now the 4th and the order has not even been picked up by a shipper. How can H*4*4*0*1*9*8*6*2*1H just LIE to customers to STEAL customers money????? If you are not going to get the order to customers on the time you should cancel the order and or talk with the customer!!! you cannot just sit back and make them wait weeks!!!!!!!!! I will keep filing with the H*2*9*2***4*6*0*5*6*1H. FTC. and attorney generals office each time H*4*4*0*1*9*8*6*2*1H scams me so their is a clear record of their SCAMS!!!!! H*4*4*0*1*9*8*6*2*1H.com thinks they can just LIE to customers in order to get their money. It's 7 days after i placed my order which they said would take at max * days to get!!! and it has not even been shipped!!!!!!!When i told them the call was being recorded they hung up on me!
Business response
06/04/2024
Hello,

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

I'm sorry to hear you did not receive the order yet. Our system shows that the package might be lost in transit with ***** we can help you to send an escalation to process a refund or replacement. This request can take up to 3-5 business days. Please let us know what option you prefer.

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
06/07/2024
Complaint: 21799948

I am rejecting this response because:
It still shows not picked up by the shipper so how can you guys blame them? It's now way over 3 days. You guys know i have got NOTHING. Yes please resend my stuff!!!! Of course I still want the stuff i paid for!!!!!!!

Regards,

*********************
Business response
06/07/2024
Hello,

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

Thank you for the response. I was able to send the escalation to have this order replaced. As soon as the replacement is approved, we will send you an email.

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
06/13/2024
Complaint: 21799948

I am rejecting this response because: I should not have file with the bbb in order to get Gamestop to do their job and ship stuff they are PAID for! Then to blame the shipper when the shipper never picked up the package is joke just like gamestop customer service. This complaint can be closed with me being ripped off. Cya for life scammers!

Regards,

*********************
Business response
06/14/2024
Hello *****,

On behalf of GameStop, we apologize for this poor experience in association with our company.
?
I was able to check the request. However, it was denied as the order was confirmed as Delivered on June 10, 2024, at 12:05 pm. If you did not receive the order, we can submit a Delivered not received investigation for this order.

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
06/14/2024
Complaint: 21799948

I am rejecting this response because: It was picked up by the shipper well after I sent my last reply!!! It took you guys over a week for the shipper to get the item. After the shipper got the item it got here quick. You guys 1st lied about the arrival time then blamed the shipper when they had not even picked up the item! The shipper was never the issue. GAMESTOP lying ablut the arrival time and then taking 4 times that eta was! This complaint can be used with me being 100% dissatisfied. Cya for life!

Regards,

*********************
Initial Complaint
06/04/2024
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 game stop account was hacked. The hacker changed my account password and charged 50$ on my credit card I had saved on there. Game stop refuses to issue a refund or to try to catch the hacker.
Business response
06/04/2024
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 this order. Unfortunately, since this was an unauthorized transaction not made by you. We recommend you contact your financial institution and dispute the charge with them.

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
06/04/2024
Complaint Type:
Delivery 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.
This business never game me my item in order. I asked for a refund and I wanted a time frame. I was lied to multiple occasions. And the item was supposed to originally ship and be here May 31st they never sent it out they only created a label and let it sit. I was told I was going to be refunded. I told them if they didn't give me info on the time frame I wouldn't have a choice but contact PayPal so I did and now they magically found the package and sent it off. I got scammed and lied too.
Business response
06/04/2024
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
Initial Complaint
06/03/2024
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.
In the summer of 2022 I created a GameStop pro membership account with the promise of a five dollar credit that could be used for a redemption at any time. That is how it was explained to me when I signed up at a GameStop store in person. About nine months into my membership GameStop suddenly changed the conditions of how the certificates can be redeemed and I did not agree with this change which did not benefit the customer the same way and so I decided not to renew my membership. However, what I did not realize and what was not made clear to me was that all my certificate that amounted to about $50 or more Expired one year after my membership ended and that was not made clear to me. I feel this is a very unfair business practice, and I simply wanted to redeem the credits for my sons birthday and I was shocked and disappointed to find out that I could not only upon arriving in store. I spent a lot of time visiting in person GameStop stores to redeem the five dollars certificates every month and I was unable to benefit from any of my fees or efforts. I would like GameStop to issue all my credits back in the amount of approximately $60. The cost when including the time spent redeeming the certificates as well as the initial membership fee is far greater than $60
Business response
06/03/2024
Hello,

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

As you have been made aware starting in December all points accrued before December 2022 and all points on non-Pro accounts have expired and will not be returned. Under our new rewards terms and conditions points will expire after 1 year if not used. If a reward is redeemed and used or expires the points will not be returned. No exceptions will be made to the new policy. Non-pro members are not able to redeem points or use rewards except to upgrade their account back to Pro in store. You can read our full GameStop Pro & Account Terms & 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
06/03/2024
Complaint: 21795471

I am rejecting this response because:
These conditions were not made clear and the policies changes were made without proper warning or communication.
Regards,

*******************
Initial Complaint
06/03/2024
Complaint Type:
Delivery 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 placed an online order with gamestop. They claimed they shipped the package and provided a tracking number. The post office has never received the tracking number. I asked for a refund after the delivery date had passed. They told me I couldn't receive a refund until they found the package .. as a customer, I order the item and paid for it. They claim it is on **** because the shipped it. They shipped it on Sunday by ****. I worked 18+ years at **** **** doesn't make pickups on Sundays. And I can not get a refund on the order until the package is returned.... How is this a customer problem? ******************** says they shipped it, but the post office says they never received it. And gamestop claims that **** doesn't update their site for 7 days. Is it gamestop or **** that is responsible for my missing $224 game system?
Business response
06/03/2024
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 is available for pick up at the **** facility at the following address:

*******
212 N MAIN ST
******* NC 28174-8289
W 0800-1200

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
06/03/2024
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.
5/29/24 Received a GameStop debit MasterCard for a trade. The MasterCard doesn't work. Called the number on back of card. The representatives were of no help. They only apologized but would not do anything to correct the situation. Went to GameStop. The supervisor was nice and let us call the credit card company from the store. The rep from the credit card company once again no help. He said he would send forms to fill out to my email but he never sent them. Call credit card company again with someone else listening. Asked to speak with a manager. They only have supervisors. Supervisor says he will email. We ask if we can hold to make sure we receive the forms. Apparently, he is unable to email with us on hold. Long story short, still haven't received a refund nor forms. We call GameStop again and ask to speak to a manager. Only supervisor is available. Called 5/31/24. Spoke to ****** after like 15 minutes. He was of no help and could care less. Yes that was his attitude. GameStop gave us a card that does not work. They took (stole) our merchandise and gave us a card that does not work and refusing to refund it assist. We got the card from GameStop. It is not our fault if you give us a card that doesn't work. The only one the tried a little was the rep at their store. We deserve full value of this card that did not work OR our merchandise back that was traded in and in exact same condition or better from when we bought it in. They are refusing to do either. They could at least contact the credit card company and keep on them until we receive a replacement card or refund. Or do that. Give a replacement card that works. We Even showed GameStop the card and the receipt which we are attaching here showing the card GameStop gave us was declined or Incomplete.
Business response
06/03/2024
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 refund. I checked the transaction and our system processed the refunds successfully. Unfortunately, you must call the manufacturer again to get a solution for this situation. 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
05/29/2024
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 May 24, I traded an Xbox for $154. The employee put the money on a prepaid card. I can not use the card at the atm or online. I tried a several times and nothing. Called the store and the number behind the card, all I get is a bag of excuses. Did I do this and that to the card. Today is the 29th, still can not use the card. GameStop is running a scam.
Business response
05/30/2024
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 pre-paid card. I was able to check the card and we see that it was activated without any issues. We recommend you contact the manufacturer for further assistance.

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
05/29/2024
Complaint Type:
Sales and Advertising 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.
Order date: 05/25/2025 Order Number: **************** order total: ***** Item purchased: F1 24: Champions Edition - Xbox *************** was suppose to be received on 5/28/2025 Contact customer support spoke with **** who transferred me to her supervisor *****. After 51 minutes he disconnect the line. Case id *******
Business response
05/30/2024
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. I was able to see you already contacted our customer service team and requested to cancel the order. The pending authorization will be removed soon. However, this will depend on your financial institution's time frame.

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

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