Gamestop, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
However, I have not received a refund yet from my American Express card and GameStop did not reach out to me to get my credit card number in order to process the refund. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The order for which I am submitting the complaint was most certainly not canceled. I made two separate orders for two versions of the game Zero Time Dilemma. I ordered a copy for the Vita system via Gamesetop.com, which I later canceled since I found a better price elsewhere. I was never charged for that order, so it is not the issue. I also ordered a copy of the game for the 3DS in a brick and mortar Gamestop location, and THIS is the order for which I am submitting the complaint. At that time, I paid cash in full, and the game was supposed to be sent directly to my house after release. I never canceled this order, and even now it continues to show up in my Power-up rewards dashboard under the 'My Orders' section. The status given there is 'Not Shipped'.  I initially tried to resolve this issue at the store level. They confirmed that the order is not shipped, but repeatedly told me it is out of their control, and they could not process a refund or ship another copy due to limitations of the system.  My attempts to resolve this with Gamestop customer service have also been unsucessful. The e-mails I have sent have either been completely ignored or simply given a token response after weeks and weeks of waiting. I have attempted to call as well, only to be thwarted by incompetent service reps who insist that they cannot look up the order since I made it in store. So I have both the store and the Gamestop customer service telling me that it is the other that needs to fix the mistake. I am extremely frustrasted, I have wasted quite a lot of my personal time, and I am fed up with getting the run around. Please make arrangements to issue my refund promtply.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
As for all the exchanges of emails with the business prior to this complaint, the business does not offer a solution, but asks again questions that have already been answered. As I said in my initial complaint message, a replacement was eventually sent, but only two games out of the three I ordered and was charged for were in the replacement package. There was a yellow envelope for the third game in the replacement package, but the envelope was not sealed and empty. One game (the Lego Star War game) is therefore still missing and it is for this one that I want a refund (price of the game + taxes + part of the shipment fee).

Dear [redacted]On behalf of Gamestop, we apologize for this poor experience in association with our company.  I have placed a replacement order for this item, it will be shipped overnight.  This item should arrive no later than Thursday 12/24.If you have additional questions, I am here for...

you. [redacted] [redacted] [redacted] [redacted]

Dear [redacted]On behalf of Gamestop, we apologize for this poor experience in association with our company.  We have notified the district leader of the store in which this issue has taken place.  You will be contacted by them shortly.If you have additional questions, I am here for...

you. [redacted] [redacted] [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted],On behalf of Gamestop, we apologize for this poor experience in association with our company.  I have reviewed your order and show that PayPal rejected this order with this information "PayPal : The Authorization Transaction encountered the following errors, Transaction refused due...

to risk model"  We will refund the amount you were charged for the remote.You may choose to place a new order for this bundle, but we would advise speaking with Paypal before placing this order.  We apologize as this bundle is not currently sold in stores.If you have additional questions, I am here for you. [redacted] [redacted] [redacted] [redacted]

Dear [redacted] On behalf of GameStop, we apologize for this poor experience in association with our company.    It is most unfortunate that you have been experiencing issues with your order. Upon investigation, it appears that your order has cancelled due to payment failure. What I find...

odd is that your trade card has enough credit on it to cover the order. I am a bit concerned that the programing cancelled the order for payment failure. I will investigate further on your behalf. In the meantime, I do encourage you to place another order for the download code you were hoping for in the beginning. If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison| GameStop | Service Matters

Good afternoon, AndrewOn behalf of GameStop, we apologize for this poor experience in association with our company.I sincerely apologize for the frustration and confusion that we've caused you. Online membership renewals and sometimes take upwards to 7 days to be processed and updated in our system....

After reviewing your account, I'm showing that it processed and activated properly, however I have still provided a full refund of $16.19 (after tax) to your original mode of payment. Your membership status and benefits will still remain, and if you continue to experience similar issues like you described during your next visit, then please do not hesitate to reach out to our Guest Services team for further assistance. You can reach them at [redacted] Their hours of operation are from 8AM-10PM CST, Monday-Saturday, and 8AM-8PM CST Sunday. If you have any additional questions or concerns for me, please do not hesitate to let me know- I am here for you.Best Regards,[redacted]|Revdex.com Liaison| GameStop | Service Matters

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have confirmed that the refund has been processed. I find that this resolution is satisfactory to me.  Thank you for all your assistance in this matter.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I spoke to the district leader and he stated that he will correct the situation and educate the store employees.  I will be sure to follow-up on this issue (either by phone or in person) with the store employees and inquire what Sony's length of warranty is on a new PS4. 
Regards,
[redacted]

Dear [redacted]
On behalf of Gamestop, we apologize for this poor experience in association with our company.  Please provide the following information:Transaction Date:System Serial Number:Transaction Information:Store Location:If you have additional questions, I am here for you. [redacted]...

[redacted]

Dear [redacted] On behalf of GameStop, we apologize for this poor experience in association with our company.    It is most unfortunate that the store did not have the product available at that time. It appears that they were trying to provide you with a better model which was...

incidentally more expensive since the model you were looking for was out of stock at their store.   The advertised sale is kept up at all store locations in order to properly represent the sale across the whole company. The inventory might not be at one specific store but could be at another.   We would like to send this information to the store’s district manager on your behalf, however there are two GameStop stores in Lebanon, PA. If you would please let us know which store it was you went to we can forward your concerns to the correct place. If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison| GameStop | Service Matters

Dear [redacted]On behalf of Gamestop, we apologize for this poor experience in association with our company.  We have notified the district leader of the store in which this issue has taken place.  You will be contacted by them shortly.If you have additional questions, I am here for...

you. [redacted] [redacted] [redacted] [redacted]

Good afternoon, [redacted]On behalf of GameStop, we apologize for this poor experience in association with our company.I'm truly sorry for this experience and for the delay in getting this matter resolved for you. Please know that it was never in our intentions to put you in this position. I...

personally contacted the district leader that oversees the store in question about your experience, and for your request of assistance. I was made aware that the district leader, Jarolin, had reached out to you today and has invited you into the store to receive a full refund for this item. It was also advised that contact information was exchanged. Going forward, this issue has been resolved however I would like to advise that if you ever have any additional questions or concerns for me, please do not hesitate to let me know- I am here for you.Best Regards,[redacted]|Revdex.com Liaison| GameStop | Service Matters

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I just received my rebate yesterday in the mail. I appreciate you resolving this issue for me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Dear [redacted] On behalf of GameStop, we apologize for this poor experience in association with our company. A replacement order was successfully created for you with the order number [redacted]. If you would please allow one business day for processing  you should expect an email by...

tomorrow. If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison| GameStop | Service Matters

Dear [redacted] On behalf of GameStop, we apologize for this poor experience in association with our company.    Upon investigation, your order did not flow through properly. Not to worry as you will not get charged in any way as we had no way of charging for an order that couldn’t be...

completed. If you would please call us at our corporate office we will place a new order for you over the phone.   Since there is no order in our system we will have to collect a form of payment at the time of your call. Should you see any pending charges on your account now then lease allow 3-5 business days for those to fall away. After that time frame if they are still there then please contact your financial institution.   You can reach the Guest Care Escalations department by calling the front desk at [redacted] Monday-Friday 8am-5pm. Please dial 0 to speak with an operator in order to get transferred to Guest Care in the corporate office. If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison| GameStop | Service Matters

Dear [redacted]On behalf of GameStop, we apologize for this poor experience in association with our company.I am truly sorry for the trouble you have gone through shopping with us- From our failure to honor our promise on holding the product and honoring the promotion for you, to the lack of follow up...

you've received from our representatives. This is not our standards as a company, and by no means how we strive to treat our guest. Rest assured, I have escalated the feedback regarding our Guest Services team and our Store team to the appropriate parties to be further reviewed. Please know that it was never in our intentions to put you in this sort of position. I will be more than happy to honor the $50 gift card promotion for you, along with an additional balance as compensation for the inconvenience and frustration we have caused you overall. Typically when we issue gift cards, we can provide them either digitally or physically. Digital is sent to your e-mail and can take up to 48 hours for arrival, while physical is mailed to your preferred address and can take 7-10 business days to arrive. At your earliest convenience, please let me know which method you would most prefer and I will gladly get everything arranged for you.I greatly look forward to your response. If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.Best Regards,
[redacted].|Revdex.com Liaison| GameStop | Service Matters