David Peterson sent a message to Paul Raines that said:
I just wanted to reach out to you and let you know that your GameStop Location in Locust Grove, GA is not doing a very good job in the customer satisfaction area. I went there back in July with my son to trade in some games and the manager ended up talking us into signing up for the "Elite Pro" program. It was more money, but my son wanted it.
To my surprise, we went yesterday for him to buy a game and the manager who was there, not the same one as before, stated that my son didn't have the "Elite Pro", and after wasting 30 minutes of my life that I'll never get back trying to explain everything to him, he only stated that the other manager must have made a mistake and recommended I contact customer service.
The reason I'm writing you is that I understand leadership positions pretty well. I am the VP of Operations for a company in Atlanta and a lot of crap hits my desk. One thing that I really see as unbearable is when the leadership I have in place do not try to make things right before passing it on to me. The manager who I met with yesterday did not offer to do anything to rectify the situation and only asked that I contact customer service. This is not good for your brand. There was no empowerment. There was no desire to keep a customer happy.
While this matter is not a big one, I can only assume I'm not alone. I'm not asking for anything Mr. Raines, unless you can get me the "Elite Pro" that my son paid for. I just want you to know that it was very aggravating sitting in that store for almost an hour just to be offered nothing and told to contact corporate. I just wanted you to know that there are still people out there who believe in doing the right thing even when it costs money. I make decisions like that everyday and hope you will do the same concerning this matter. I have the original receipt and anything you would need to verify the story if you want it.