Michael sent a message to J. Paul Raines – Chief Executive Officer of GameStop Corporation – Email Address that said:
Hi,
I wanted to talk about my experience as I am incredibly frustrated with how little care was given to me as the customer today. I went to my local Gamestop to preorder a Pokemon Go Plus band. When I got there associate explained to me that he was not able to order it. I asked him if it was a local constrain of inventory or if it was a company constrain. He said he wasn't sure. I called the Gamestop on Lincoln Street in Worcester, MA and the associate whose name I didn't get told me he didn't know what product I was referring to and said the only Pokemon related products he knew of were the new upcoming Sun and Moon games. I then called the Gamestop at 11 Tobias Boland Way in Worcester, MA and spoke with an associate whose name I will leave out. I asked him if they were still taking pre-orders and he assured me that they were and also added that he talked with his local Nintendo rep the day before and that person said that there will be no issues pre-ordering. I clarified with the associate a few times to make sure that I would be able to get one as that location is about an hour drive for me. He said yes and that he will be out by the time I get there but that his manager, whose name I will also leave out, would be. I also asked him about pre-ordering 2 as there is someone that I wanted to surprise with as a gift. He said hes 99% sure that wont be a problem. when I get there the manager explains that 20 minutes after my call they got an email from corporate saying that they will not be taking any more pre orders. As a customer, this experience is totally unacceptable. I was clearly over promised and wasted my time driving 2 hours for something that I couldn't even purchase. This whole experience has been such a disconnect and for me it was like pulling teeth. I have been a Gamestop customer for about 20 years and over the years I have had more and more experiences like this and it is so frustrating. I want to feel valued as a customer and today was just the opposite. When the manager told me that they got the email, he didn't seem to care at all that I drove an hour and that I was promised product. The situation is cut and dry that I could not purchase the product but that does not mean that you don't try your best to make the customer happy somehow and try to understand where they are coming from. Again, I am sending this email because I don't want to have this experience as a customer anymore. I am tired of feeling like this company doesn't care about its customers. I also tried emailing this exact email through your customer support line and couldn’t send it due to the 250 character limit. How can you help your customers to the fullest if they cant even write their full story? Please make this right somehow. Feel free to contact me through email or phone if you have any questions.
Thank You,
Mike
