GameStop - 6498 - Airport Center

Got a pre-owned ps5 slim disc for trading in my PS4, controllers and games

I am writing this review as a retail district manager and business owner, and what I experienced at this GameStop location was one of the most unprofessional and unacceptable customer service encounters I have had in years. The employee working at the time, Kyle, demonstrated a complete disregard for customers, company standards, and basic workplace professionalism. Before arriving at the store, I called over eight times with no answer. When I finally arrived, it became immediately clear why — Kyle was sitting on the counter, texting on his personal phone, making no attempt to answer incoming calls. To confirm what I was seeing, I stood inside the store and called again. The phone rang. He looked at me, saw the phone ring, and chose to ignore it. Moments later, he had the nerve to say, “Yeah, someone keeps calling, I’m just really busy.” That was a blatant lie. I was physically standing there watching him do nothing but text. I drove to this location specifically for a DualSense Edge controller, only to be told they no longer had any. Because I had already made the trip, I felt pressured to settle for an alternative — a Victrix controller. When I asked a very basic question about the difference between controllers and explained what features I was looking for, his response was essentially, “Yeah man, I don’t know. It’s a good controller.” That level of product knowledge is completely unacceptable in a specialty retail environment. The situation only got worse at checkout. Kyle continued texting behind the counter while I waited to be rung up, then had to reset the system, forcing me to pay again. At no point did he apologize, acknowledge the delay, or show even the smallest level of urgency or professionalism. Let me be very clear: if one of my employees behaved this way, they would have been pulled aside immediately for a serious discussion — and possibly sent home. Ignoring customer calls, lying about being “busy,” using a personal phone behind the counter, and being unable to explain basic product differences is not just poor service — it is a failure of leadership and training. Kyle should not be in a front-facing customer role until he is retrained, if at all. His actions directly represent your brand, and right now, he is actively damaging it. To other customers: do yourself a favor and avoid this location unless you enjoy being ignored, misled, and treated as an inconvenience. To GameStop corporate and district leadership: this review should not be ignored. This is the kind of situation where a response should be, “We need to speak with this employee immediately.” Because if this behavior is allowed to continue, the loss of customers will be entirely deserved. Do better.

A list of things this store/company does wrong and that I experienced today. 1. They sell “new” games that are open, on display, with broken game cases.. congrats on your “new” game! 2. I bought the gold edition to a game only to find out the code voucher wasn’t inside the game case, and you guessed it, because it was already opened. I was assured the codes weren’t used so thought nothing of it, only to get home with zero codes in the broken opened box I just bought. 3. When I tried to return the game because they didn’t fulfill the purchase of the gold edition of the game, they go on to claim the game is now “OPENED” WHAT?!…. It was SOLD to me OPEN. 4. They pretty much told me they couldn’t do anything about it and I walked out with paying for a gold edition to a new game that was already opened, broken, and missing content. 5. The long hair duded who is always working there overheard my frustration with his coworker, he insisted to text his boss or coworker asking for clarification, only to not give any until he was asked by his coworker, so in theory it seems this other coworker was just talking smack to another coworker about my frustration, because any normal helping person in customer service would’ve stepped in to inform the frustrated customer, not stand in the back texting about my issue to not give any clarification. 6. Horrible service, and to think I just renewed my membership. Never again. The audacity for a company to sell opened/damaged/missing content games as “NEW” but won’t accept a return within 30 minutes after realizing their own mistake is CRAZY. I wish I could rate less. And before I get a response about “we need display cases for the walls” how about you go to the back and print those stupid covers you guys love to print out and give us. Pathetic. Horrible practices. Disgrace of a company.

The staff at this game stop go above and beyond and are legitimately great people. As a parent with young kids I don't know video games and I was able to call the store and get my questions answered, the other two GameStops in the area didn't even answer the phone. Then when I showed up to make a purchase they explain things to me and guided me through the process and didn't try to up-sell me on anything. Meanwhile I observed another customer who was in need of extra assistance and they were super kind and understanding. If you're thinking to yourself most video game stores are awful, this location is literally the one good one.

Nathanial was Excellent with answering all my questions & Addressing my concerns. Bought a Pre-owned Series S & was unhappy with its condition. He was very understanding & his customer service got me to upgrade to a PRO member & decide on a series X instead of just a full return. He’s a good guy.