ComplaintsforGameStop, Inc.
Video Game Dealers
Multi Location Business
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
So I placed a order for my son's Christmas and I ordered as you can see in the pictures red and blue and you can see I got pink and green I go online to chat and get told 4 times they will help me with this to just stop responding at all and no resolution I email and never got a response from that either so I figured I'm going to have to buy new controllers to fix their problem and I did and paid by PayPal pay in 4 and PayPal charged me and so did they do I got charged twice for it. Seems they are con artist and this is how they con people into having to spend more money I want my money back for the controllers all together and they need to call and apologize and fix their own problem I will NEVER use GameStop ever again Amazon sells the same stuff I would include a screenshot of my transactions but my bank blocked screenshotsBusiness response
11/30/2021
Good Afternoon Tia,
On behalf of GameStop, we apologize for this poor experience in association with our company. I can assure you that we will address the absence of communication and no response issue that you endured with this matter.
After further investigation, I went ahead and processed a refund of $73.66 back to your PayPal for the incorrect type of joy con controllers that you received. You should see this credit processed back to your payment method within the next 3-5 business days.
If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.
Best Regards,
******************** |Better Business Bureau Liaison | GameStop | Service MattersInitial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
November 21st I ordered three games online the 23rd I received them only the most expensive game that was $19 arrived empty. I filed a complaint the 23rd and they said they would get back within 24 hours and they didnt. I reached back out and didnt receive a response.Business response
11/30/2021
Good Afternoon *******,
On behalf of GameStop, we apologize for this poor experience in association with our company.
After further investigation, I was able to confirm that a refund for the game that you received empty, was processed on 11/25/2021 in the amount of $20.13. You should see the credit apply back to your payment method within the next 3-5 business days.
If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.
Best Regards,
******************** |Better Business Bureau Liaison | GameStop | Service MattersCustomer response
11/30/2021
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
11/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
The ammount paid was $1729 on 11-22-21. The item was to get here either 11-23-21 or 11-24-21 because i paid for the fast shipping service. I contacted Gamestop to see why it still hasn't shipped and they stated it was going to be delayed. I asked for a refund of my shipping cost and they declined and even tried to state i didn't pay shipping cosr for which I sent proof. They then continued to tell me that it was in there timeframe which it was not according to the site. I continued to ask for a refund of my shipping cost and they will not allow it. I would like my service fees returned. I have the screenshots from my communications if needed. Order# ****************Business response
11/30/2021
Good Afternoon *****,
On behalf of GameStop, we apologize for this poor experience in association with our company.
After further investigation, I went ahead and credited you the additional shipping charge you paid, since your order was delayed. You should see the credit added back to your payment method within 3-5 business days.
If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.
Best Regards,
******************** |Better Business Bureau Liaison | GameStop | Service MattersCustomer response
11/30/2021
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
11/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I began receiving emails in October as though I had made a purchase and subscribed to a program. I had done neither. I tried unsubscribing via the emails twice, neither time was successful. I then contacted Gamestop support three times--Oct 25, Nov 4, and Nov 18--and twice they told me my account was closed or deleted and once that I had been unsubscribed. Since the 18th I have still been receiving emails--sometimes two on the same day.Business response
11/30/2021
Hello Branson,
On behalf of GameStop, we apologize for this poor experience in association with our company.
If you want to delete all of your information from our records and stop receiving promotional emails, please click on this link and follow the steps to proceed with your request.
https://submit-irm.trustarc.com/services/validation/6e5e4be9-1778-46d4-b0e3-03a0e3a9153f
In the meantime, I would advise you to **** all the unwanted emails as spam.
If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.
Best Regards,
**************** | Better Business Bureau Liaison | GameStop | Service MattersInitial Complaint
11/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased a few items as a gift on November 9th, totaling $254. I received an email stating my item was delivered that same, but I never received anything nor did my neighbors. Two hours later I was told my support that I should be getting a refund within 3-5 business days; that was two weeks ago. Every time I try to reach out, I keep being told to wait longer. Ive been more than patient considering I still dont have the items in my possession nor do I have any of my funds. I feel as if Ive been completely robbed and this is incredibly disappointing coming from a long time customer. I would like my refund issued ASAP, as well as my membership canceled.Business response
11/30/2021
Good Afternoon Maya,
On behalf of GameStop, we apologize for this poor experience in association with our company.
After further investigation, I was able to confirm that a full refund of $254.53 was processed on 11/29/2021 for this order. You should see the funds return to your payment method within 3-5 business days.
If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.
Best Regards,
******************** |Better Business Bureau Liaison | GameStop | Service MattersCustomer response
12/02/2021
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
11/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello, I had a same day delivery for October 30th 2021 and it was supposed to be delivered to my address. Order #****************. The carrier was Doordash (3rd party) It was marked delivered on the website but I still didn't have it. My building as a secured section for deliveries and the concierge did not see anyone bring anything to the area. Also there was no picture taken of the delivery. This is a required and important accept of same day deliveries. The tracking link they gave me at the time, was broken. Gamestop gave a me broken link so I couldn't even track my own delivery. I contacted a customer service rep and they offered a refund or replacement order, I picked a refund. They said it'll take 3-5 business days to receive my money back. I waited a week and nothing in my account. I contacted again and the ** rep told me a different story.. they the GameStop system declined my refund. How was that possible if I had a rep initiate the refund and I asked another rep and tried to initiate another refund request and somehow it fall through. I am asking for my refund of $618.95 for the 5 items I never received. It will be almost a MONTH and I still have yet to get a refund.Business response
11/30/2021
Good Afternoon *****,
On behalf of GameStop, we apologize for this poor experience in association with our company.
After further investigation, our order investigations team was able to verify that the products were delivered and have denied your request for a refund. If you feel this is incorrect, please contact your financial institution to file a dispute and reach out to DoorDash to start an investigation as well.
If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.
Best Regards,
******************** |Better Business Bureau Liaison | GameStop | Service MattersInitial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I had a $30 trade in credit with this company in which I combined $24 from my debit card to get a controller from the website. When I placed order I had pressed new and somehow it went through as pre-owned. I canceled the order so I can replace order in next couple days for new one. Upon doing that Gamestop is telling me it can take 15 or more days to give me my $30 trade in credit and up to a week to give me my refund on my debit card. No where does this say this on any of there faqs or site. It only states 3-5 business day for card refund and a new trade in credit being mailed out immediately. This seems like some kind of snake policy from them.Business response
11/30/2021
Good Afternoon *******,
On behalf of GameStop, we apologize for this poor experience in association with our company.
After further investigation, we were able to confirm that the funds were never taken off the trade card for the order you cancelled. However,we were able to verify that you placed another order on 11/25/2021 and used the trade in credit for that order (****************). Since that order was placed with those funds, there are no refunds or anything further that you are owed at this time.
If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.
Best Regards,
******************** |Better Business Bureau Liaison | GameStop | Service MattersInitial Complaint
11/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I went on the game stop website,and a ordered a Play station 4 ,on November 5 2021 .It was deducted from my bank on Nov 8 th .I had not heard anything by Nov 19th . I sent Game Stop a email .that day . They responded and said they show no record of it . I called on the 20th .They still said they have know record of my order .The paper I have says it was a third party sale . They have know record of this . I want my money back from someone it was $149.99 and supposed to be a christmas present for my grandson .. ,Business response
11/30/2021
Good Afternoon *******,
On behalf of GameStop, we apologize for this poor experience in association with our company.
After further investigation, we were not able to locate an order or any charges under your information. If you can locate an order number, please respond back with that information, but if you did not receive an email with the order number,please reach out to your financial institution and dispute the charge.
If you have any additional questions or concerns, please do not hesitate to let me know- I am here for you.
Best Regards,
******************** | Better Business Bureau Liaison | GameStop | Service Matters
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Customer Complaints Summary
2,506 total complaints in the last 3 years.
744 complaints closed in the last 12 months.