Kathy sent a message to J. Paul Raines – Chief Executive Officer of GameStop Corporation – Email Address that said:
I am currently on day 3 of calling your customer service department and my phone displays that I've been on this call for 1 hour and 23 minutes, of which, 10 minutes were spent to talk to a human being. Your representative went to find a manager about 30 minutes ago. The past two days were no different.
For clarity, I ordered a game online for my son on 8/16/2016 (Order # 114308741 – Pokémon Black w/ 1 year warranty). On 8/23/16 I received an email saying my order was cancelled with no explanation. I called your customer service (waited 35 minutes to speak to someone) and spent 30 minutes working for a solution. She was unable to tell me why the order was cancelled but told me she could place the order and expedite shipping. I was guaranteed it would be here by today, 8/25/16.
I called again on 8/24 because I hadn't received a tracking number. This time I had to wait 40 minutes to talk to a human being and spent an additional 30-40 minutes with Neil Cruz (the GameStop rep who answered my call yesterday) trying to find out if I would receive my item today or not. He wound up taking my name and number and swore he'd call me back – that he would continue to look into the matter and find an answer. I'm still waiting.
An hour and a half ago I called your customer service department again to get answers. I explained that my son’s birthday is Saturday and we are going on vacation tonight, which is why I need the game today – he’s been asking for this for months. On today’s call I was originally told that the item hadn’t left the warehouse so I asked the rep (I didn’t get his name) if he could look at stores in my area and see if they have it in stock and I’ll go pick it up. He put me on hold for 18 minutes, only to come back and tell me that the warehouse gave it to UPS so I should get it soon. I tried to explain to him that UPS picking it up in Texas today, does me no good to get it to New York today. I asked again, if he could look up and see if a store around me has the item. He put me on hold for about 12 minutes only to come back and tell me that the warehouse said UPS is delivering it and when no one claims it tomorrow it will be sent back and I’ll get a refund. I explained that the item is being shipped to my office so someone will be here to sign for it and it will sit on my desk for 12 days until after I get home from vacation and after my son’s birthday has passed. I asked to speak to a manager and I’ve been on hold for about 30 minutes. I swear they are just waiting me out until I hang up. And they’ve won.
I Googled GameStop’s customer service while I was waiting and it seems this is a problem for your company. I notice within the top few searches there is someone advertising that for $20 they will take care of my GameStop problem Unbelievable!!
I have to say, that as a professional who does a great deal of online shopping, I have NEVER experienced a customer service department that was this bad. I’m sorry to say you’ve lost a customer who has spent a lot of time and money in your stores and I will encourage all my friends to find products you sell elsewhere.
