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EBGames / Terrible Service

1 Montreal, Qu├ębec, Canada Review updated:

I called customer service and after explaining I was told thatt here was nothing they could do and i should email the regional director. I absolutely doubt that i will ever get a response. here is that email.

Hello, my name is____________ and I have an issue that I would like to discuss with you regarding the service I received at one of your stores. Your email was given to me when I contacted customer service. An employee at the store in question told me the manager was on vacation, so the customer service rep told me to contact the Regional Director by email. I have been going to EB Games at Place Versailles for years and have always resolved the minor issues in store amicably with the employees. I do not wish to write my whole story here for it would go much quicker on the phone, however I am sure you are quite busy, so I will write as much as I can trying to keep it short.

I did not appreciate the service I received at all. I called (at least 6, 7 times before being answered) and asked if a promotion was applicable (he said it wasn't) but it turns out it was on your website (I was browsing the next day and I was stunned when I saw the exact promotion I had asked about the day before) I then called the store immediately and I was told they would fix my problem. Once in store I was told that nothing could be done. According to the promotion I should have gotten a free game (heavy rain) when trading in 3 used games, instead I had to trade in a 4th game to get it for free (and I still didn't get the extra credit I was due because of an inactive edge card?). Initially, when I was told the trade 3 get-it-free promotion didn't exist for heavy rain, I traded in Buzz Quiz TV for 13.75 credit. When I saw the promotion online the next day I went back to the store (after calling first) with 2 games to have my bill fixed (I was told it would NOT be a problem.) When I got to the store I was told it would not possible.

The story is a bit complex, and for that I'm sorry. I am trying to keep my cool about all this and I treated everyone respectfully, but I was clearly frustrated at their lack of effort, and they did not even apologize for giving me the wrong information, etc! I wish to be heard, it is very unfair that I have to trade or pay extra when I did everything I was supposed to do. Had the employees been informed and told me on the phone, I would have traded 3 games and gotten the new release for free-end of story. Instead, I traded 1 game for some credit, went back to trade in another 2 games, to be told they actually couldn't do anything and that I would have to trade in my 2 ps3 games towards heavy rain, use my previous credit from buzz quiz tv and then pay the difference? (to which I unwillingly traded a 4th game to cover the difference.)

THIS is unacceptable. The last thing I want is to go in on Tuesday for my game and get angry with a few employees. This is not how I want this issue to end, but rest assured I will discuss this situation with your employees, especially the ones whom weren't informed about the promotions. I am very displeased and would like to have this issue resolved in a manner acceptable to both sides. I, for one have been a loyal customer for some time and have recommended EBGames stores to colleagues, friends, family and many students over the past few years. I have traded in games, bought new and used games, guides, accessories and more. Please feel free to respond to this email or you can reach me by phone at_____________ or ___________. When I left the store I was completely unsatisfied and very disappointed by the service I received, as well as the careless attitudes of the employees from beginning to end.

Thank you for your time Mr. Drury. (Stephen Drury)

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Comments

  • Ma
      1st of Apr, 2010
    0 Votes

    Everything was solved, receipt fixed. The people who served me were ###s and gave me the wrong info. The people that were working when I went to pick up the game were not surprised about the wrong info I got from a co-worker. I am 100% satisfied. It was solved a few days later. I completely forgot about coming back on here. I don't see where I can erase the complaint so I am writing to say it was taken care of very well and professionally, eventhough I never did get an email response from the director. EB Games may get some more business from me in the future.

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