Marc C sent a message to J. Paul Raines Chief Executive Officer of GameStop Corporation Email Address that said:
Mr. Raines - I posted the below on the Gamestop customer satisfaction survey. I am sure you rarely see these.
Amazing that I went to two separate GameStop locations and the level of service was drastically different. First stop on East Colonial @ Bumby Drive. Associate (Nestor) was extremely helpful. He did not have an item I wanted and checked area locations. He located one in my travel vicinity and called to have an item held. After a few moments he told me no one answered the phone and they appeared to be busy. I called about 15 minutes later and waited almost 10 minutes for a 40 second conversation.
I arrived at your Casselberry location. The store is small, cluttered and cramped. Items were mispriced (different then website) and some items not marked. Only one person working the register. I browsed for 5-7 minutes in hopes that another associate could assist. No such luck. Single employee working the register.
I made my way to the register and observed the same person in line that was present when I arrived. It took quite a while as the associate behind the register continued to “up-sale” items to him(I have no problem with this, but will address later). In the end, the customer had over $200 in items and all his cards were declined. The associate explained that there was a glitch in the system and some credit cards worked while others did not. $200 plus dollar sale….LOST!
Next was a woman and her child. He again stated there was a problem with the use of credit/debit and she stated she was paying cash. Again he spent a tremendous amount of time doing up-sales. This woman and her child also compounded the problem by being undecisive and inconsiderate of others in line by changing purchase items. I found it interesting that the associate mentioned to that customer she had to fill out a pawn application. He stated that the Seminole County Sheriffs Office was coming down on them and all this was new. NO, its not new. The Florida Pawnbrokers Act has been around for many years, and it is apparent this is not followed.
Finally I get to the register and the associate again mentions the credit/debit is temperamental. I have a gaming case and the item I called to have held. I ask for a specific GameStop gift card (Mario Brothers) and he tells me he is not sure if they have it. He certainly cant make the effort to go look for one because he is to busy and no one else is there to help. God forbid he spend time with me after he has spent so much time with other people. I decide to just purchase the gaming case and the held item. Guess what, my credit card does not work. So he asked me if he wants me to “hold” the items so I can come back. What? Why would I come back? Total Sale $13.90. LOSS of potential item/gift cards…$130.00. Remember I spent 20 minutes or more waiting in a line of TWO customers.
Let me address the associate. I would consider him polite, but frustrated. He is also the manager or one of the managers? He does not realize that every time he “up-sales” he spends time making one customer happy but another customer VERY unhappy. I have no problem with an up-sale and there is no doubt it is encouraged or even mandatory, or with an incentive. There is nothing wrong with this practice as long as there is another associate present and its not done at the expense and time of other customers. So GameStop is willing to lose a customer because the associate can distinguish when and when not to up-sale? Or is the corporate policy based on greed? In this case a loss of $130 plus any future business.
As you well know after ever holiday season, more and more retailers post a decline in sales that are usually lost to online sales. It is a shame that you will alienate a consumer such as myself who prefers to come in and touch, feel and look at an item before making a purchase. The more I go into retailers the more disappointed I become. These simple acts on a repetitive basis will no doubt eventually be your demise. Say hello to Sears when you get there.
While my 11 year old loves shopping there, we will now be going to Target and other retailers for any future items. While not often, this is not the first time I have experienced bad service at GameStop. After this experience I will not be back. Thank you! M.C.
