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
10/25/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing in regard to my purchase of the Metaphor Collector's Edition for PS5. I pre-ordered the game, in full, back on April 23rd of this year for $158 and have been highly anticipating the game. With that said, I believe I have been fair of the issues regarding my order up until now. Initially, I received an email on Oct. 8th, which was the release date, that my order was on the way. I never expected it to arrive the day of release and I was ok with waiting 3-5 days later. I patiently waited and checked my tracking which said it was in pre-shipment. A week passed and there was no update on the status of my order from either GameStop's side or ****** side, so I emailed GameStop through their contact us page and waited another 3 days to no reply. 10 days later from "shipment" I still had no update. I called support (ticket #*******) and they assured me a replacement was coming given the timeframe, however I have not received any email confirmation of the call or that the item has shipped or is actually even coming for that matter. I sent another email I believe 3 days ago with this almost exact message to them, and again no reply. As someone who has already paid a lot of money for this game months before release, I figured my copy would be secured. It has been frustrating going through these hoops and I have received little to no communication on the issue. If it's possible, it would be so appreciated if I could have confirmation that my item has shipped. Any help would be much appreciated. ****
Business response
10/30/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.
Thank you so much for reaching out to us and sharing your experience.
I am truly sorry this experience has caused you to feel anxious and I would feel the same way.
I can tell you some good news! It shows your replacement order was delivered today around noon.
If you have any additional questions or concerns, please do not hesitate to reach back out.
Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop
Customer response
10/30/2024
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
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am filing a complaint against GameStop located in *************. I called the store on October 4, 2024 and October 16, 2024 inquiring about a game I wanted to order. Later on I decided on two games. I was told that I could come into the store, order the game and get free shipping. I informed the guy on the phone that I was not a pro member and he said it was ok. I went into GameStop on Saturday October 19th to place the order for a game to be shipped to my house. A GameStop employee with blond hair and a hoodie told me that I could not get free shipping and that the information given to me on the phone was incorrect. I left the store without the game. I am requesting to speak to a District Manager and would like free shipping since this is what I was told over the phone. Please listen to the store call for proof.
Business response
10/29/2024
Hello,

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

Thank you so much for reaching out to us and sharing your experience. Please know that this information will be shared with the District Leader so that they can review handle it appropriately. One of our representatives will reach out to you should any further action be needed.

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

Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop

Customer response
11/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I do not accept it and I am not satisfied because I was told I would receive free shipping and would like to receive what I was told by a GameStop manager in *************. This complaint will be closed either way, even if I disagree with the outcome.

Regards,

******* ******
Initial Complaint
10/15/2024
Complaint Type:
Billing 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 a online pre order on June 23rd 2024 with a 100 gift card and my credit card for a game that was going to total ****** . I called on 9/19 to ensure that they will use the gift card 1st and not the credit card . I was concerned about this issue so I asked the customer service *** and he said yes they will use the gift card 1st and then credit card . I asked if I can change my credit card and put my debit card instead and he said yeah . On 10/3/24 I received a notification that they have put a hold on my bank account for the full amount. I called in a spoke to a agent and explain the situation in several occasions now they indicate that I never used a gift card and is no longer in their system. I was told by a ***resentative that even tho the transaction is pending they will only take ***** from my bank . I called again and was told that they started the refund process for the $100 to be put back in my bank and for them to keep the gift card. Now I called yesterday and were told that they do not see the Gift card and will not be issuing me a refund to my bank or return the gift card because it magically disappeared from their system.
Business response
10/22/2024
Hello,

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

I reviewed your screenshot you sent and noticed you were trying to use a **** Gift Card along with your Debit/Credit card.
The **** gift card resembles a credit card, and our systems only allows one credit card for payment.

We are sorry for the confusion and the inconvenience this has caused.
Any authorizations held against other cards should drop from your account.

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

Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop
Customer response
10/22/2024
A **** gift card was never used in this transaction. I pre order the game with a gamestop gift card that magically disappeared on your system and a **** Credit card. I called on 9/19/24 to get confirmation that u would not be debiting the full amount on my cc and I was told that I wasn't. I asked if I could change it to my debit card instead because i.did not trust your company with my Credi card # .
I called when I saw the debit and was told that they used my debit card 1st and since the payment went through they didnt use my Gift card . I was told several lies and misinformation while i called the customer service and the gift card used magically disappeared and you guys couldnt find it at all .
please do the appropriate research and look into the case or account before giving me another excuse of an answer .

Please
Business response
10/29/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.

We do apologize, our payment screen never showed a Gamestop gift card provided for payment.
The screenshot provided shows a **** Gift card entered as a payment option instead of a Gamestop gift card.

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

Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop

Customer response
10/30/2024
Complaint: 22423084

I am rejecting this response because:

Regards,

***** ******
Initial Complaint
10/09/2024
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 made an online order to Gamestop on the 31st of August this year. I waited for almost a month and never received the order. The status was stuck at "shipping label created, awaiting item." At some point during week of the 20th of September I called customer service to get a replacement. My replacement was supposed to come the 5th of October but it never did and the status of the order is still "shipping label created, awaiting item." I called customer service once again but all they did was tell me the status of my order, which was still the same. They were not helpful at all. I would appreciate a refund but I'm worried I will not get my money back because I originally paid with a gift card.
Business response
10/16/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.

I apologize for any inconvenience this has caused.We appreciate your feedback and will take it into consideration as we continuously strive to improve our customer service experience.
A refund has been issued on 10.14.24 for the amount of the item. The shipping fee will appear in your email as a gift card refund.

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

Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop
Initial Complaint
10/08/2024
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 made on Saturday, 10/05/2024.We were TRYING to do a SPLIT payment of $15 on a Cash App card and the rest in cash.Idiot employee wasn't clear enough and APPARENTLY couldn't just handle the "SPLIT PAYMENT" on the employee system... Full charge made to the Cash App card.We proceeded to do a RETURN of items to fix the issue. I was charged AGAIN but did the SPLIT PAYMENT correctly that time... The money has YET to be returned to the Cash App account and no matter how many times I EXPLAIN ALL OF THIS to GameStop customer service over calls, they just keep saying "returns done in store are handled in store" basically.THE STORE in question has their name... Their uniforms... Products MADE BY THEIR COMPANY to SELL IN THEIR STORES! And ALL I WANT! IS CONFIRMATION THAT THE RETURN WILL GO THROUGH!!! AND THIS COMPANY IS EFFECTIVELY INDIRECTLY DENYING ME THAT!!!
Business response
10/15/2024
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,
******* J
******* J | Better Business Bureau Liaison | GameStop
Initial Complaint
10/08/2024
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.
Hello, I recently pre-ordered The Legend of ****** Echoes of Wisdom. It was delivered on 9/26/2024. I pre-ordered the game because it was supposed to come with a fabric poster. Please reference ******************************************************************************** However, I did not receive the poster in the mail with my purchase. Furthermore, I would have picked up the order in store, but that option was not available when I put in the order.Also, I have two GameStop accounts. One under ******************* (which is t he account I ordered Echoes of Wisdom) and one under ********************** and I would like to merge both accounts under **********************
Business response
10/15/2024
Hello,

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

Thank you for pre order for the Legend of ****** Online and Store preordering are separate entities.
We apologize for the confusion surrounding that process.
Online preorder bonuses involving physical items must be picked up in store while supplies last.
We are unable to merge accounts but as long as both accounts have the same phone numbers you shouldnt have any issues picking up your pre orders.

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

Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop

Customer response
10/16/2024
Complaint: 22392982

I am rejecting this response because: nothing about the response resolves either of my issues. There was literally no option for store pickup during the preorder process.
as for the two accounts - there should be a way to move order history from one account to the other and delete the one account.

The whole response is really not acceptable. Im going to consider legal action.

Regards,

***** ******
Business response
10/22/2024
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.

I wish it were a way for us to do this as I would be more than happy to do so, but the data is primarily driven by the phone number listed on the account which always pulls up the data history.

Merging accounts is not an option we have available.

We appreciate your feedback and will take it into consideration.

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

Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop
Customer response
10/22/2024
Complaint: 22392982

I am rejecting this response because:
GameStop needs to figure it out instead of giving me an excuse of why their system cant sort a profile merge.
Regards,

***** ******
Initial Complaint
10/07/2024
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.
****** a year warranty for a product. Went to exchange it for a new one like the warranty I paid for said I could and they refused and instead gave me one used not even worth half the value. P.S the item they replaced it with is broke.
Business response
10/16/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.

I am sorry to learn your replacement controller is broken. If it was within the return policy, should be able to get another controller.Please visit the store for more details.
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,
******* J
******* J | Better Business Bureau Liaison | GameStop
Initial Complaint
10/07/2024
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 made an online purchase of an Xbox series s and a game ************ 2. Delivery date was October 2 2024. Purchase date was 09/28/2024. The tracking never updated it still says awaiting carrier pickup. The **** says awaiting item. I have spoken to customer service multiple times. On Friday the 4th of October I was told they were processing a replacement. Today I found out that the customer service representative did not do that. It was not even listed in my call log. Today Sunday the 6th of October 2024 they finally escalated my file. They have had no answers for any of my questions and I cant get a supervisor on the phone any time I ask for one. Now they have told me to wait 3-5 business days for an update. I paid a lot of money for this product and they keep giving me the run around. I just want the Xbox and game I do t understand the disconnect from the shipping facility and customer service.
Business response
10/15/2024
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.
Upon reviewing your situation, I noticed the order was delivered within the estimated time on 10/11/24 at 12:05p.

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

Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop
Initial Complaint
10/07/2024
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 placed my order on October 2nd, 2024.The total spent on the order was $84.78.The Magic the Gathering commander deck I wanted to purchase was the deck shown on the item page. "Styles may vary" was listed in the title, but on mobile it gets cut off. I only purchased the booster to get free shipping. Their return policy for card items is not listed on the page for the item. Only a link to a different page that is borderline hidden. I no longer want either and GameStop absolutely refused to budge at all. Everything is sealed and will be kept that way until this is resolved.I want my money back. I don't want a replacement. I want to have nothing to do with GameStop and their deceptive practices again. I will gladly return the items to the company at their cost if that is what they wish.
Business response
10/15/2024
Hello,
On behalf of GameStop, we apologize for this poor experience in association with our company.
The following items are not eligible for a return or exchange and are considered final saleat time of purchase: Trading cards, ***** *****, clearance products, seasonal products, consumable products, Game ***************** issues, individual bundle components, digital products, POSA cards, gift cards, and bundles containing digital products.

Listed under product description it also states: You'll receive either the Endless Punishment, Miracle Worker, Jump Scare, or Death Toll Commander Deck. Selection is random. Specific deck is not guaranteed.

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,
******* J
******* J | Better Business Bureau Liaison | GameStop
Customer response
10/15/2024
Complaint: 22382669

I am rejecting this response because:
The return policy was not clearly available. Your listing title for the item ran over the available space to view on mobile so it was cut off on the mobile page.
Looking online this seems to be an incredibly common complaint. It seems to me like it's purposely deceptive as if you wanted us customers to be satisfied with what we purchased you would have the return policy more clearly displayed and the names of the items fully displayed instead of failing to display half of the title of the deck.
I haven't opened either item that sent to me and the packaging on them is untouched. You can't pretend there's a fair reason that I can't get my money back.
I purchased the deck under false pretenses and purchased the collector pack high over market value just to get the free shipping. I want my money back and I'm not being unreasonable. I will gladly return the items at GameStop's expense.

Regards,

***** *******
Business response
10/22/2024
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.

The items purchased are in our category as a final sale item.

We appreciate your feedback and will take it into consideration.

If you have any additional questions or concerns, please do not hesitate to reach back out
Best Regards,
******* J
******* J | Better Business Bureau Liaison | GameStop
Initial Complaint
10/04/2024
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.
On October 1, 2024 I went to my local GameStop store. I purchased three razor gold cards two for $200 each and one for $100 each totally $500. I put my debit card in the machine and entered in my passcode. On the screen of the card machine is ready "approved $500'. At that time the computer went down and no receipt was printed. I am trying to get that $500 back. Corporate said that's the store problem. Store has contacted someone higher up than store review this. I faithfully paid the $500 for those cards and I did not get the cards. How do I get the refund of $500. time is of the essence. I've been talking to ***** at the store but she can't help me it's out of the store's hands. My bank account was debited the $500 on October 1st.
Business response
10/10/2024
Hello,

I called and left a voicemail. We need more **************** back please for further assistance.

Thank you

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