GameStop
Reviews and Complaints

251 west 125th street is a cesspool of gaslighting, inept and unprofessional individuals that lack decency, integrity and respect. I speak as a person that has spent well over 1K in this store this year ALONE. It is beyond anything I have ever experienced. I will never spend another dime with game stop, and they have their poor choice in management to thank for that.

As a passionate gamer, I've had mixed experiences with Gamestop. While the store offers a wide selection of games and consoles, the customer service and online shopping experience have left much to be desired. I've encountered issues with delayed deliveries, unhelpful support, and even faulty products. It's disappointing to see a once-beloved gaming retailer struggle with such fundamental aspects of customer satisfaction. Despite the convenience of trading in old games and the allure of exclusive deals, the overall experience has been marred by inconsistent service and questionable policies. For fellow gamers, I recommend approaching Gamestop with caution and managing expectations to avoid potential disappointments.

Store # 5736 on Sullivan Road. Baton Rouge La. has horrible customer service!

My Grandson brought is new 2 month old Xbox to the store to sell. The guy hands him $87 and no receipt. I was told by two other stores that their policy is to hold the merchandise for 30 days ( like a pawn shop). and the charges could be reversed. I went to the store and the RUDEST "manager" claims there is no X box at his store and he has no record of the transaction. In other words: Where is the X box since its only been 7 days.. His house perhaps?!.

I have filed a formal compliant with customer service.. STAY AWAY FROM THIS RUDE STORE!

To whom it may concern.

I have an unused Trade-in card valued at $150.00. On 4/6/25, I attempt to use it to make an online purchase and it was not accepted. The error message stated my card number was unknown. I received this card a few years ago from the Game Stop that closed in Miami, Florida located at 9540 SW 160th St. Miami, FL 33157. For reference: I traded in a complete Wii console, 1 remote, 5 accessories, 5 games, and 2 controllers.

I contacted customer service multiple times and finally spoke to a representative that was unhelpful. She asked for my name and address repeatedly and still called me by the incorrect name. She claimed my card was deactivated and offered to reactivate my card in the amount of $64.00. When I asked what happened to my 150.00 she stated that she could only reactivate my card for $64.00. I tried to explain to her that the value of the funds do not expire per the printed policy on the back of my card and she over talked me, would not listen, and was adamant about giving me only $64.00. I told her that was absolutely ridiculous and requested to speak with a supervisor.

I provided my contact information again and she said a supervisor would call me within 2-3 mins.
45 minutes later, no telephone call, no email. nothing. I called back multiple times (see attachment) and could not contact anyone. The call queue recordings stating the call volume was high but pressing #2 would guarantee a call back. However, pressing #2 onIy prompts a call back with a recorded message that instructs you to email. This is horrible customer service at its finest. You can’t speak with anyone, the representative was rude, and no one contacts you back.

However, I am requesting to have my card reactivated with the correct amount of $150.00. Your policy states the amount does not expire so why was an unused card deactivated and why was I offered less than my initial value? This is bad business. I am requesting that good business is done and I receive what I am owed. Lastly, I am still requesting a call back from a supervisor.

I look forward to your prompt response and If the account number & pin from the card is needed, I will gladly submit it upon request. Thank you.

J. Sandifer
[protected]

Copy of an email sent to your customer relations.

To whom it may concern. Recently purchased expansion hard drive. Was sold wrong drive (Not compatible).
Here's my experience.
Visited a game stop, with my grandson, for info or purchase of expansion drive for Xbox series X. Walked into your store in Southington CT (store # 7651). Not knowing what was needed, i asked the salesperson if he knew what we needed, his (condescending) answer was, "I work here don't I". Letting the attitude go, we told him what we were looking for. He indicated he knew, reached behind him and said, "you need this". after a few efforts my grandson couldn't get it to work. (He's 18 and knows his xbox). He returned to the store without me because i live an hour away. The people in store said he couldn't return it because it was opened. 1st, your "expert" employee, who by the way dresses like he lives out of a car, is the one that pick the drive. NOT US. 2ND, how could we know it didn't work without opening the box?
I conversed with them over the phone (Remember I'm an hour away now) and was put on hold while they called the DM (Nelson), who also said we could not return it. They gave me a "support" number of 877-610-7529 and hung up. I called. Had to speak with a foreign accent person that i could barely understand. She gave me a reference #, 232351, and said I had to call this number from the store so she could speak to the salespeople. I gave my Grandson the info and asked him to go the next day to straighten it out. He called me with, not surprised, a no results message. Turns out when he gets to the store, there's a note on the door, "On Break back at 7:15PM". he waited and when they returned, more of the same nonsense. He called the 877 number, was disconnected and had to call again. Your people spoke and then your employee called his "DM" with the same result. Do not refund the money. By the way, we're talking about $100. My Grandson called me with the ridiculous news.
Can someone call me, [protected], to rectify the situation. this is the second dealings with Game stop. The first was almost as bad. So please do not recommend a store credit.

Will someone with common sense return my call.

Frustrated, soon to be non-customer

Bill Bafundo

PS, left a call back request at your corporate customer service number. I either get a callback from someone with such a thick accent I can't understand them or after they hear my problem, they put me on hold, then the call is dropped

HELP!

purchased ps3 with wireless remote from GameStop on 1/17/25 Order #[protected]. Ps3 console is perfect, but wireless controller is defective. I purchased ps3 to replace my old ps3 for overheating, so i used my old remotes to program console, When I contacted them, they said " Our policy requires that I must return both console and remote together. I responded I am disabled and had family set up console to my entertainment system, ie: power, HDMI, camera and ethernet. I do not want to have my family come back to uninstall and box up a working console just because they sent me a broken remote. Plus I have already installed about $50 OF ADDON GAMES FROM Play store, They never respond. I know that a used remote is about $30, so its not about the money, It is the principle. This no way to treat a customer.

7/30/24- 11:15am EST

I have never in my life experienced such horrible service. I truly feel my son was scammed by your employees at the gamestop in Toms River NJ- The customer associates name is Gabby. My son had previously visited the Brick NJ location with his Xbox one to sell. The store advised him he could get between $50-$100 depending on the condition. My son and his twin both had their xboxes ( same exact kind and condition) . My son Owen got $65 for his as they told him because his remote was missing the backing they deducted $25 ( this alone is insane as the backs to remotes cost $3) but what ever. The agent in brick told his twin Wyatt that his was missing a power cord and remote and to get that first- Which we did. So today my son wyatt walked into the toms river store because brick was closed- He had a fully working xbox one, a fully working remote and power cord. The agent there named Gabby told my son that because there was a small mark ( a W in sharpie) that the gaming system was considered defective and gave him $10- This is actually robbery. That system fulling working with all needed extras is worth a whole lot more than $10- She scammed him and took advantage of his youth and ignorance. I then proceeded to call the store to say I would be back to get the unit as i felt they had absolutely tricked my son- and she refused- I asked for a manager who she also refused to put on the phone.

I can tell you i have never in my life written an email about a customer service experience until now- This is unacceptable and borderline illegal. I am floored and disgusted.

-I want someone to please reach out to me with a solution , I will be contacting corporate as well.

-Bonnie Vetter [protected]

This is in reference to store number 2670 in West Virginia. They have an employee, Soma Cather, that cusses at customers, didn't give me my game, when finally got the game the next day it was broken, and has threaten to have my spouse letgo by GameStop whatever the means. How was you stand behind someone like that. I have personally been cussed at by this person. I have seen with my own eyes her tell other customers to *uck off. I saw her damage games and then try to blame the customers when they say something and have even told them to leave the store when they complained.

Turn of events gamestop has the worst customer service! I had been going to gamestop before they bought out eb games and them went straight to the dumpster over the time span I had spent thousands of dollars on games and consoles. It looks like I will not make any more purchases through them.

6:53 am

Gamestop

Gamestop

Sorry to hear that kelvin. Is there anything that we can do to assist you today?

1:01 pm

You sent

I will be closing my account and I will not recommend gamestop to anyone. At one time I thought very highly of your company but you have gotten as worthless as best buy. Nothing but exscuses

12/29/23

My GameStop location is very convenient to get to and has a lot of character. It puts a damper on my experience when Adam is talking badly about customers in the store or who call. He complained about having to check prices and availability of store items. He actually said he wasn’t a “manservant” to his coworker! Buddy, isn’t that your job? Overall, the guy is a jerk who seems to hate his job. I don’t feel comfortable shopping while he is there.

I and my wife recently made a purchase using the on-line App to purchase a game for us and the kids, Grant you we are all adults. As in the past the purchase of the item went without issues. Recently our experience was less than favorable, We both work excessive hours at times and don't have a lot of time to run around shopping or going 30 + minutes out of the way to pick up things we need or would like to have. We ordered the game between 11am and 12pm to have it delivered that day on 11/24/23, this would allow us time to get home have dinner ready, then when we were done the game would arrive and we all could play it together. Delivery was scheduled for same day by 8pm. By 8:30pm to our dismay no game. After several calls to customer service we were finally able to get the number for the store and were told to contact them to find out why the order had not been dispatched. The store, located at 1320 Greenbriar Pkwy, Chesapeake Va 23320, did not answer the phone. the automated system would let it ring then tell you to call back in a few minutes and hang up. After customer service informed me that the store had to refund the delivery fee, after talking to the attendants at store,(mind you there were multiple calls and passing the buck before this), I was told by the store that I had to call the delivery service to get a refund for the delivery fee. Now I call customer service and they finally passed that information on to me, 24+ hours later. This is what concerns me the most, the contract for the delivery service as I understand it, is between the company and Gamestop. I was charged by you for a service that was not rendered, not by a third party. So the undying question is, at what point is it the customers responsibility to approach a third party to request money that was not collected directly from said customer. The information of this is not listed, nor is it explained clearly anywhere for the customer. A receipt allows me to request a refund from the parties in which the exchange took place for a product or service rendered and since no exchange took place between me or the delivery service you use, then at what point would I or any customer have the right or knowledge of this or how to go about it. After working with the manager and associates a the store we finally came to a solution that, after a fashion), that would work and I was able to get my purchase, but wasted time and aggravation of a overly complicated solution, which could have been avoided.

In October I traded in a PS5 and the trade in amount was put on a GameStop Trade Card.

That same day, I used the card to make a purchase at another location, because I wanted a specific controller color that wasn’t available at the first store. My card wouldn’t scan, so they had to manually enter the info and I watched them scratch and reveal my pin. The three guys working in the store got pretty excited when they heard that I had a balance of $270 on my trade card.

Fast forward to November 10th. Went to pick up a copy of the new COD and was told my card only had $2 on it.

When I pulled up the detail, whoever drained my balance did it the exact same day I made the controller purchase. That card never left my wallet.

I called the store to report it and the manager told me there’s nothing he can do. I called customer service and reported and was told someone would follow up in 3-5 days. Nothing.

I called twice yesterday. The first agent told me to call the police. The second told me to call my bank. I then emailed customer service and got the same response… call your payment provider.

Nobody understands that this is a GameStop issue, and there is no way to properly contact someone. It’s maddening.

I placed an order for a Meta Quest 3 on September 29, 2023, through the official website. The product arrived on October 12, 2023, but unfortunately, it was defective. Upon contacting customer support, I requested a refund, and they advised me to return it to any local Gamestop for a full refund. However, when I attempted to return it at a local Gamestop, they refused, stating that since it was an online order, it needed to be sent back.

Following Gamestop's instructions, I contacted them and was directed to send the item back through FedEx. I paid the requested $8.99 for shipping and returned the product on October 16, 2023. On October 18, 2023, I received an email from Gamestop confirming the item's arrival and assuring me that a refund would be processed within 3-4 days.

Despite the confirmation email, I never received the refund. I have reached out to Gamestop customer support more than 10 times, seeking a status update. However, they consistently claim they have not received the item, despite me providing screenshots of their confirmation email and FedEx tracking information.

Order # [protected]

Fedex tracking # [protected]

Date of incident: 9/26/2023

Brought a headset into the game stop located at 1575 N 52nd Street for a replacement headset as I had a warranty. They did not have a headset in stock, so I ordered one online however the order was cancelled for some reason. Now I have no headset, and no one will help me not the store or customer service line. I have gone to the store several times about my issues. However, the workers are rude and do not wish to help me with my problem..

Just bought an Xbox one from Moscow Idaho gamestop.

The side panel was detached in the box, and the corner where the disc goes in didn't hold together.

Bought a new monitor and HDMI cable. The monitor works with other things, but is "no signal" with the Xbox.

I think this Xbox was broken and no signal when we bought it.

This was only a few hours ago.

I was told this product was tested before sale, but it seems to be broken out of the box.

A police report was filed on 7/21 with the local city police department for my device (Iphone 14 pro max) that was stolen from my vehicle. Confirmed with the local store 1845 the device was sold and purchased at this location. Up until a week ago 8/7-11 the device was physically in store, and I was assured with police assistance and approved/filed report my device would be returned. I've contacted the location on a weekly basis communicating with different representatives including a General Mgr. named Doyle who promised a call back with next steps. I have yet to hear from anyone regarding the next steps. This device is currently leased with my current mobile carrier, and I am actively still paying to own/purchase with monthly payments. I contacted the office this week on 8/16 to speak with Doyle with and was advised he would be out of office until next week. The lack of assistance, communication and/or action behind this matter is disappointing. As someone who is a manager on a corporate level, I am taken aback back at the level of customer service I've seen/experienced. The local store representatives have been great and as helpful as can be, but the tone and expectations of managers are subpar to say the least. I am not happy that I was misled and deceived on multiple occasions by managers who suggested my device was already shipped to warehouse despite the fact I physically went to the location and could see the device in store. At this time, it's almost been a full 30 days and I'd appreciate some follow up on a corporate level now as this matter has been handled poorly.

On July 21st 2023 I made an ONLINE purchase for a refurbished Ninendo Switch, and two games. More than $325. The details of the order stated it would take ONE to THREE days to ship, and should be delivered on/around the 25th of July. This was a gift for my son, who worked VERY HARD to earn this gift. On the 26th of July, the tracking status changed to "AWAITING CARRIER PICKUP" that PRESHIPMENT INFORMATION was sent on the 22nd, and NO ACTION since then.

I emailed Gamestop, several times, and was told that "per their policy with their carrier" that I could not file any kind of complain till the 1st of August?

None of that "information" was available to ME when I purchased these items. I wasn't told that if GAME STOP messed up the order I would have to wait TEN DAYS before I could ask for them to TRACK THE ITEM? Replace the items? Then, when I stated OK, Cancel my order! I was told it would take SEVEN TO TEN DAYS for a refund?

I have been a PRO MEMBER for GAME STOP for more than TEN YEARS! And ya know what that got me with this order? NOTHING

Will not be renewing my membership, and I'm DONE with Gamestop unless - they can rectify this situation - Immediately!

I purchased a PS4 VR bundle with an extended warranty. I went to the game stop in Sherman to file a claim. This was before Christmas in 2022. Tyler is the manager at that location. He filed the claim, reordered my item, took my info and said he would call back as soon as any information came back to him. A month went by and no call. I was told that the PS4 VR was no longer in production but when a refurbished / pre-owned one comes in I will recieve a call. Well another month goes by and no call. It has been 4 months now and this store has still not honored their 2 year warranty. I keep getting snow balled. He says that the best he can do is offer me value credit. That is $200 of in store credit. I have read the entire warranty which says there are three options which Tyler is not upholding to any of them. 1 is replacement, 2 is repair, and 3 is a full refund minus the cost of the warranty. I have called corporate 4 times. A supervisor from corporate has called him and told him to give me my refund, I also have a letter from a different supervisor from corporate stating the same thing and he can reach out to his dedicated hotline to confirm the information and Tyler has not. I called corporate earlier today and they are escalating this situation and recorded Tyler's response to me. I will never buy anything from Game Stop in store or online ever again. The manager at this game stop location in Sherman made sure of that, all over his actions for not following the hassle free 2 year warranty that they are Legally suppose to follow.

On Jan. 19 I ordered two games for $71. On Jan. 20 they said it was delivered to my old address. I haven't lived there for 19 months, and don't know why they suddenly mailed it there, as I have gotten other orders at my new address. Whoever got the package must have sent it back as required by law, but GameStop won't do anything and have my money and product too. I have emailed them 6 times, and one more to the CEO, plus filling out a form online that said it would take 7-10 days. This is just another of GameStop's tricks to save money. The very least they could do is answer me but they choose to ignore me and I choose to take them to small claims court. My name is Neal Buchwald [protected]

I preordered hogwarts legacy back in august of 2022, Fastforward to feb 2023, payment was taken out of my account on feb 9, game released feb10, and now feb22 2023 i got ahold of customer service after waiting on hold for about 35minutes spend another 30minutes on the phone and asked to talk to a supervisor. and no talked they said they would give me a call back. they offer no solutions. they didn't check stores around me to see if they had any. they didn't call fedex to see where the package was that got lost. nothing i just want the copy of the game i preordered. can provided order number as well.