Gamestop, Inc.

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.
I placed two orders today, each with identical shipping and billing information. The first order, [redacted], seems to have gone through without cancellation. However, the second order, [redacted], was cancelled in the style of my previous cancelled orders (an order review followed by a cancellation). Thus, the problem is not completely resolved.

Good morning, [redacted] On behalf of GameStop, we apologize for this poor experience in association with our company.After reviewing the issue further, it appears that our store was able to make a one-time exception for you and exchange the device out, despite the item being outside of our return...

policy. From what I'm showing here, that replacement device is outside of the return policy as well, and cannot be exchanged. With this information in mind, that is why our representative Briant suggested trading in the device for store credit, so that you would not be paying for a new device completely out of pocket, and encouraged to consider a warranty should you follow through with purchasing a new device. I assure you it was not in his intentions to come off rudely, and that all options available to assist you as much as possible were explored. While we never want to force our guest to pay for something they do not wish to purchase, we still always encourage purchasing a warranty on all products that we offer it on, because we want to make sure our guests are covered for any accidents or defects and do not have to face issues such as this. I sincerely apologize, however at this time, we will not be able to fulfill the desired settlement within this complaint. 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

Dear [redacted]   Thank you for bringing this to my attention. I just checked on the order I had placed for you and see that it won’t process. The order keeps coming up with the same error of “invalid pin” when the pin wasn’t entered in when placed from our end. I am not sure why and its becoming extremely frustrating. To correct this, I will manually debit the cards for the amount owed, minus $10 as a courtesy to you, and place a new order. I will pair up with our online order team to try to get it to process quickly. This should process in the normal estimated time frame of 4 -8 hours. Again, we do apologize for the hassle this has caused you.  Thank you for your continued patience as we try to resolve this for you. If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison| GameStop | Service Matters

Good afternoon, [redacted]On behalf of GameStop, we apologize for this poor experience in association with our company.I sincerely apologize for my delay in response to this- thank you for your patience. Unfortunately the order was too far long in the shipping process for me to modify the shipping...

method, however I would be more than happy to provide a refund for the $6, along with an additional balance for the inconveniences we have caused you. This would be in the form of a GameStop digital or physical gift card, and would be valued at $35.00. Digital is e-mailed to you, while physical is sent to your preferred address.Please let me know which option works best for you and I will be more than happy to get this arranged 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 am sure you will  abide by the agreement made here and appreciate your being helpful. I will repurchase the item as I have your email stating you have already issued the refund and it is in the process of being credited to my account. 
Regards,
Jeannette Ford

Dear [redacted]On behalf of Gamestop, we apologize for this poor experience in association with our company.  You order was refunded on Jun 15.  Please allow 3 to 5 business days for this refund to be reflected in your account.If you have additional questions, I am here for you. [redacted]...

[redacted] [redacted] [redacted]

Revdex.com:
I would like thank everyone involved in getting this problem solved. I have received all the items I had expected at the proper price and am satisfied. 
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]

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.BUSINESS REQUESTED THE BELOW INFORMATION IN ORDER TO INVESTIGATE:Transaction Date: November 12, 2015Amount Disputed: $463.24Last 4 Digits of Card: [redacted] 
Regards,
[redacted]

Dear [redacted], We have notified the district manager 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]
*

Dear [redacted],On behalf of Gamestop, we apologize for this poor experience in association with our company.  Please provide the new order number that you received the wrong product so we can further investigate.If you have additional questions, I am here for you. [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 would please like to clarify that I am aware that several of the aforementioned orders arrived within their delivery window, and was not necessarily concerned about these.  There seems to have been some confusion in that regard.  I mainly sought to bring attention to the 2 orders which involved a rather lengthy processing/ delivery time.  The first of these took 9 business days to arrive, while the second will likely take about that long as well (it took 6 business days simply for the order to be marked as shipped, and it still needs to be delivered after that).  I thank you for taking the time to look into both of these orders.Please know that I sincerely appreciate the prompt response, as well as the offering of a partial refund in relation to both instances. I hope you can understand, but I am concerned with one section of your response, specifically when you reference shipping delays that can result from "lack of inventory."  If an item or items is/ are shown as being "In Stock" at the time of purchase, then the expectation of any customer is that these items are in the physical possession of a company at that time.  Indeed, for such items the GameStop website itself includes the following message on their individual pages: "This product is in good supply at one of our main distribution centers and is available for immediate shipping."  This leaves little room for interpretation, and is very different from purchasing an item that is on backorder (but will be fulfilled when a new shipment arrives).  I would like to ask that if, as you implied, this message is not always truthful, then the GameStop website make an effort to clearly signal to customers when or if an item is no longer available for immediate shipping. Thank you for taking the time to communicate with me.Regards,[redacted]

Dear [redacted] As per discussed on previous occasions, Greg will be handling your case and will reach out to you shortly.We thank you for your patience. If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison|GameStop|ServiceMatters

Dear [redacted] On behalf of GameStop, we apologize for this poor experience in association with our company.  Upon investigation, it was discovered that the shipment had not been processed to return yet. However, I have gone ahead and created a replacement order for...

you.Order: [redacted]While I was looking into your issue I saw that the shipping address might have been the issue. I have updated that to reflect the address you included in the complaint filed. Due to the New Year holiday, shipping will be delayed. The order will start processing on 1/2/17. Please allow 1-2 days for processing and 5-10 days for shipping to your PO box.We thank you for allowing us to resolve this issue for you and appreciate your patience. If you have additional questions, I am here for you. [redacted]|Revdex.com Liaison| GameStop | Service Matters

Complaint[redacted]
I am rejecting this response because:It does not address my concern of deceptive sales practices; nor does it correct the problem of customers unknowingly purchasing open-box games that do not have the same return policy as sealed-box "New" games sold at the same price. Due to this inadequate response I have filed a FTC deceptive sales practices complain[redacted]
Regards,
[redacted]

Dear [redacted] On behalf of GameStop, we apologize for this poor experience in association with our company. According to our records, your return was received and a refund was issued on 1/5/17. This refund usually posts within 7-10 business days in accordance with your financial...

institution. your refund reference number will be [redacted]. Please provide this to your financial institution so they may locate our refund. 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 was informed that you spoke with a Customer Care Associate Yesterday by the name of [redacted].  You were given four options to purchase items with our company.  This information...

was given by our Order Verification Team:1.  You can place an Order via a Store Web order2.  You can purchase a gift card for the amount of the order in store and then place the order online.3.  You can preorder the item in store.4.  You undispute the previous purchase dispute with GameStop.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.  Please provide the following information so we may further assist you.Order Number:Items in Question:If you have additional questions, I am here for you. [redacted] [redacted]...

[redacted] [redacted] [redacted]

Dear [redacted]I've attempted to locate the charge through our 3rd Party Client associated with [redacted] using the transaction ID you've provided however I have not been able to locate the transaction. By chance has [redacted] been able to provide you an order number for the attempted order? Please let me know at your earliest convenience. I look forward to you response.Best Regards,[redacted]|Revdex.com Liaison|GameStop|ServiceMatters

Dear [redacted],On behalf of Gamestop, we apologize for this poor experience in association with our company.  I have reviewed the information from this order and found that this reason you did not receive your package was due to UPS not being able to find your address.  They were asking for an...

update of an apartment number.  We are sending a physical gift card to your mailing address and need to make sure we have the correct address.Once you receive this Gift Card you can take it to the GameStop that you purchased the online order.  The GameStop can assist you in receiving your refund to your debit card or cash for the debit card purchase.If you have additional questions, I am here for you. [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.
[redacted],While your information may show this in the system, this information does not show up on my account, nor does it show up on my App. I have spoken to someone with the company who stated that because another card was shipped to me that the money was frozen until I get the card. It seems as if every person i've talked to thus far in regards to this situation has given me a different answer each time. I feel as though everything with your store has been a big run-around and it gets tiring. I want access to my money ASAP or I will not consider this matter resolved.
Regards,
[redacted]