Monty B. Montemayor sent a message to J. Paul Raines - Chief Executive Officer of GameStop Corporation - Email Address that said:
Hello Mr. Raines,
The purpose of this message is to report to you the improper manner in which your employee Dakota (store#Pepper Square 14902 Preston Rd Dallas, TX 75254) represented GameStop. My 13 y/o son had saved enough to purchase the game Injustice 2 Ultimate. We went to the mentioned store to make the purchase. My son has reached an age where I allow him to handle items such as purchases on his own. When I realized what had occurred, Dakota (GameStop employee) had talked my son into purchasing Injustice 2 and not the Ultimate game as he intended to buy. The store had one game left of the Ultimate version. My son had it in his hand and for some reason, I do not understand, Dakota talked him into purchasing the lower version with the season pass. Dakota said the Ultimate version would not have the season pass although it cost more. My son made the purchase along with the insurance warranty. We went home and my son opened the game to stick the warranty sticker on inside of game cover. He then looked online to confirm what Dakota was correct; it was not. The Ultimate game did have the season pass and frankly it had additional options than the game Dakota talked my son to purchase. Ultimately...he should have left my son to purchase the game he wanted and saved for...not the one Dakota sold him. When this was discovered, I told my son lets go back to the store and exchange the game for the Ultimate version just as he wanted in the first place. Dakota immediately said he could only give my son the price of a used trade in game and not for what my son purchased the game, not even 30 minutes prior. I intervened and told him the situation, we were not looking for money back, and I then asked why he talked my son out of purchasing the game he originally wanted in the first place. It was then that Dakota got defensive, leaned over the counter, and said what he sold my son was better than the Ultimate game and that there was no season pass with the Ultimate version. I told him he was wrong and then I told him not to take an aggressive stance with me as I was the customer. He did back off at that point but he would not budge of GameStops return policy. I have already 3 times contacted customer service, promised someone would call me, yet no one would ever call me back. On the last call I was told the regional manager would contact me yet again, no one contacted me. I now come to you as I do not believe you would approve of this disrespect, lack of consideration, and lack of customer service. At this point I would love for my son to get the game he wanted but if thats not possible to at least report the conduct of Dakota and the treatment I was given by customer service. If you wish please feel free to contact me if you need a better explanation. Thank you for your time,
Monty B. Montemayor
