GameStop - 0167 - Sun Valley Mall

This store has some serious management issues. They use aggressive and deceptive tactics to boost their sales. They pushed me into signing up for the “pro membership”, calling it free. It wasn’t free, as I noticed on the receipt, but they said that it saved me more than it cost so it basically was free — very misleading. Then, I got home and realized the ps5 they sold me was used, not new. That’s fine, there must have been a misunderstanding. I had never asked for a used console, but maybe that’s normal at GameStop. When I tried to exchange it, I noticed I was getting back $25 less than I should have. They then told me it’s because the pro membership only gives a discount on used consoles, not new ones. I asked to refund the pro membership and they said it wasn’t possible. I ended up returning the console (I did not want to complete the exchange given how poorly they were treating me) and walking out with nothing, with $25 less than I had less than an hour earlier and nothing to show for it. Throughout this process, the manager of the store was clearly angry. He berated me for not understanding that I had been buying a used console and for not being happy about the pro membership. I wasn’t angry at all — really trying to just solve the issue diplomatically — but he didn’t care. He implied that I was trying to scam them (lol) by returning a fake console. While at the store, I noticed them pressuring every other customer. One of them said no three times, and the guy continued to pressure them. Something is seriously wrong with the staff and training here. Do not shop here.

Listen, I worked in tech sales. There’s a way to present value and try to close a deal. Repeatedly insisting that a customer does what the employee wants them to do is a bad look. I know GameStop probably has a KPI for their Pro Memberships and the warranty on the discs, but arguing with the customer isn’t the way to achieve this. I had a $5 coupon and the employee insisted that I use it to cover the game’s warranty. “Don’t worry, I’ll do it for you.” I had to awkwardly explain to the employee that I didn’t want that, and I was positive. Then I was given an attitude when I explained my position. I always liked GameStop. I want it to succeed despite the economy shifting to where it’s just a meme stock now. But because of this experience, I will not return to this location again.

Bought a Switch 2 from this location, but it's the last purchase I'll be making. The sales attendant, Rosa, took it upon herself to add additional services to the bill without disclosing the associated charge, and she kept pushing even after I declined. I hope her behavior is not representative of standard employee training.

Great customer service any time I come in to this store. The staff always makes my kids feel welcome. Since the other GameStop closed I noticed this one gets busier and even with all of the extra business, the staff still are able to meet my needs.

Had a good experience today with Emmy calling me to inform me my pre order was in transit and had eventually arrived. She was very kind on the phone. When I eventually got there later today (5/13) I was greeted by what seemed like the only staff member at the time, the male store leader (sorry forgot his name). But he was just as nice as Emmy was. Informed me that more product was available to purchase, checked to see if i was a pro member to apply the discounts, and hooked me up with a bag. Thanks team!