Jordan sent a message to J. Paul Raines – Chief Executive Officer of GameStop Corporation – Email Address that said:
Hello Mr. Raines,
(I doubt you will ever even look at this)
My name is Jordan, I'm a 23-year-old gamer, graduating with a degree in International business.
That being said I have loved Gamestop as a company, I been a fan of Gamestop since I was three years old. That means I have been a loyal customer for 20 YEARS! I also am a huge fan of your story; I hope to one day be in a position where I can work for a company that I truly believe in and love.
Compliments aside, I have noticed in recent months your company has some major flaws. Your customer service (if you can even call it that) is below sub-par, I have moved and changed numbers/emails and unfortunately lost my original card that means I can't access my rewards card points, points that I have never accessed in about 12 years. All 12 years of which I have been a PRO member buying at least $1000 of games and consoles yearly. I emailed your customer support on the Gamestop website about my problem, after ignoring me for two weeks they finally replied and said they would send me a new card with my reward points. I waited two months before the card finally arrived. The card apparently had already been activated for an account that isn't mine. I emailed them again (3 weeks ago) and still haven't received a reply. I tried calling the 1-(800) number supposedly for Gamestop Corporate and was told by the robotic answering machine that the wait time to speak to someone was "over 30 minutes", I waited a total of 2 hours and 12mins. I am not the only one; I see Gamestop isn't affiliated with the website "ConsumerAffairs.com". Your company has a terrible customer relations reputation, and you actually can read all the complaints (209 customer complaints currently but may go up by one after I email you) on the consumer affairs website page that I'll attach a link for at the bottom of this email.
Also, many people complain about your product Logistics and distribution system. Logistics is the topic I am studying currently. From what I can tell from an outsider view your team has little to no communication when it comes to customer orders online. Some clients have even complained that after ordering $400 consoles online, they have yet to receive their orders after months, and have no way to reach a 'functional' customer support number or email. I was honestly surprised that Gamestop, such a long-running leader in the industry, would have such a huge problem with fulfilling orders. What's even worse is that no one has even addressed the issue. If you want help with such a simple problem as distribution, I graduate in April and would be happy to solve your Distribution and Customer Service problems. Also, I want to write in detail about the Gamestop website being visually appealing, but having appalling consumer usability. Unfortunately, this email is running a bit long, so I'll just mention it instead.
I hope you take the time to read this (still doubtful). If you do end up reading this though I would be incredibly excited to receive a reply back.
