Good Morning,**I’m writing today because I need help as a result of what I experienced...
GetHuman-jlstone's customer service issue with GameStop from November 2020
Help with my GameStop issue
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The issue in GetHuman-jlstone's own words
Good Morning,**I’m writing today because I need help as a result of what I experienced while bringing two items into a GameStop store for a cash trade. I will express everything that happened in precise detail, starting from when I arrived at the store and following in exact order until I left the store. **I arrived at a GameStop store on ********** with my ***GB PS* and a *nd PS* controller, approached the counter and asked the associate if I could trade these for cash, having with me the day’s trade for cash values for both items. The PS* was valued at $**.** and the *nd PS* controller was valued at $**.** cash. The items were both in excellent working condition and the associate verified this before accepting them. **After they were accepted, he confirmed with me that the PS* carried a store credit trade value of $***.** and cash value of $**.**. Completely failing to acknowledge the *nd controller I brought he asked me which trade option I preferred for the PS* and I told him I’d prefer the cash trade. He then finalized this transaction and handed me a cash payment of $**.**, thanked me and said have a good one. I was confused by the payment total and had to ask him for my receipt. This allowed me to quickly realize he also processed the *nd controller in this transaction as a cash trade with a payment of ** cents. **It was quickly apparent to me that he manually adjusted the total from $**.** to ** cents without asking if I agreed to that change, paid out the total and tried to get me to leave without a receipt and without noticing his decision. I asked him right away to please tell me what the payment for my controller was and he first explained to me that a PS* is sold with one controller so there’s no extra payment, it must be included with a PS* trade. I told him I was aware of that requirement and pointed to the *nd controller I brought with me to trade for cash asking him why I was given ** cents and not ** dollars. **He then told me ** dollars was only an offer for store credit and not cash. I told him I brought this after confirming the cash offer on GameStop’s website and he replied that a cash offer for this trade only applied to Pro Rewards members. I had this offer readily accessible on my phone and showed him the Regular Value cash offer of ** dollars and asked him if he would please pay out the correct offer. **He then changed his story for a fourth consecutive time and told me that the cash offer is only a suggestion set daily by corporate and he is not required to follow or honor it. He said his store has too many preowned Black PS* controllers to pay out that amount. I started to explain again that I do not agree to a ** cent payout for my PS* controller and I noticed his tone rapidly becoming hostile and defensive while again telling me that he doesn’t care about buying PS* controllers. **I decided right then to deescalate it and leave, thanked him for that information and said have a great weekend before exiting the store. I really didn’t have any much time and needed to head out but it was also clear that this associate who continued to lie to me was unwilling to remedy the issue at the store. He was actually the only visible employee the entire time I was there so the only appropriate course I saw was to leave and seek help from other GameStop outlets. **I tried to call the GameStop customer service hotline that evening to appeal for help and before I could explain any part of what happened I was told by the rep that she won’t get involved with something that occurred in a store. I want to really be clear that I remained calm and respectful in the store all while knowing I was being lied to and also in my very brief phone call with customer service.**I decided it’s necessary to put this experience in writing and I’ve detailed the entirety of my in store experience honestly and accurately. I have my receipt for the trade showing that * items were taken, an ** dollar payment for PS* and ** cent payment for PS* Dual Shock Black controller. I’ve scanned and printed this receipt, have my cash offer printout and also have a printout showing only * preowned black PS* controller was available at the store I visited on ********. I will be more than happy to email these you documents to anyone who requests them. **The business decisions made by the GameStop store employee who processed my two cash offer trades on ********** were intentionally fraudulent, deceptive and unfair to me as a customer of GameStop. I’ve emailed GameStop for help in resolving this issue because I don’t believe any resolution will happen at the store level. I truly appreciate any assistance that I receive and please let me know if anything further is needed.**Best Regards,**John Stone
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