GameStop staff lied to me, what should I do?

Have you checked your account to make sure the Power Up points were actually used?

Considering the extra layer of this is probably that you opened the game (normally voiding your ability to return it for a refund) before realizing what they had done, I'd be furious. A little more time attempting to escalate via their recommended channels is worth it, then I'd go quickly to revealing the situation on social media. I would also recommend asking about where to contact at a different location, if that's an option. I wouldn't assume the people who did it in the first place would be candid about what to do.

This sounds like behavior bad enough by staffers that there's no simple/official way to respond on corporate's end.

Time to raise a stink on their Twitter seems like.

burn down the store

Wooooooooooooooow that is some absolutely horse shit. I have no solution but good lord that is wrong.

Sue them.

Send them a message on Twitter.

CALL THE FUCKING POLICE RIGHT NOW

Holy shit, that blows. Make a big deal about it, post on their facebook page and then they'll listen

Call corporate office. General CS can only do simple things. Corporate has been awesome for the few times I needed extra assistance (mostly on online shopping issues).

Edit: Really guys? Police and suing? Corporate CS can re-add points if needed...

Shit. Don't know what you should do, but it sucks.

This just seems off. Like I don't have an issues believe than a low level retail employee may lie or even more likely have made a mistake... but what.... "I want to hide some details because I'm wary of reprisals."

Contact their customer service, or contact them on Twitter.

low-G said:

Yep. First sign was I got an email that the points were redeemed. I checked the site and they're gone.

Click to expand...

Click to shrink...

Okay, yeah, time to tweet them then. Raise a stink, that will get their attention. May also want that to post on Reddit, since Reddit is good about getting these companies' attention.

low-G said:

I want to hide some details because I'm wary of reprisals.

Click to expand...

Click to shrink...

From whom? Gamestop?

I'd return whatever you bought and get back what you paid, leave a complaint, and take your business to another store.

If the receipt shows the promotion and not the Rewards then I think they stole your rewards for one of their personal transactions.

Call the store or another store in the area and ask for the district managers number.

Ya, I don't know what "reprisals" you're wary of but there are some details that would be helpful. What was this promotion?

And why would they lie about the promotion to try to get a sale from you? How did they even know you had enough points to cover the difference, or any at all?

Twitter. Do it

Doesn't this turn into a "We Said, They Said" issue when it gets escalated? I don't see how it can be anything but that.

Good luck, OP.

Contact their district manager or corporate.

Sounds like the employees did some shenanigans to up some numbers. I hate that they feel forced to do shady things to get more hours or even keep their jobs. The employees still did what they did but the pressure the company puts on them to sink to these levels is absurd .

Curler said:

Call corporate office. General CS can only do simple things. Corporate has been awesome for the few times I needed extra assistance (mostly on online shopping issues).

Edit: Really guys? Police and suing? Corporate CS can re-add points if needed...

Click to expand...

Click to shrink...

Yep, and don't go blast on social media UNLESS corporate refuses to fix this. And of course don't take it out on the poor bastards who are phone support, make it clear you're upset with the particular store/staff, not the person answering your call.

low-G said:

Well it's a gaming forum. Just don't want to give the potential employee my exact info for no good reason.

The receipt also shows it being a legit discount, there's even a promo code, so it could all be a horrible fuck up.

Click to expand...

Click to shrink...

Like annoying but its rewards points, if its so terrible, stop going to gamestop. This thread makes Gamestop sound like some evil Cabal that's going to send said employee to give you a swirlee for making this post. Go back to the store and talk to a manager. More likely to get someone to deal with you when you're physically there.

Speaking from experience, GameStop customer service sucks sooooo much. Waited an hour on hold once for them to tell me that they couldn't really do anything for me (preorder promotion was never delivered).

Gamestop lady asked me if I wanted to re-up my pro rewards. I said sure why not. She used a ton of my saved up points to renew it for a year. I told her I did not ask for that and she said she couldn't do anything

Check your PMs OP.

Arkaign said:

Yep, and don't go blast on social media UNLESS corporate refuses to fix this. And of course don't take it out on the poor bastards who are phone support, make it clear you're upset with the particular store/staff, not the person answering your call.

Click to expand...

Click to shrink...

That's why I PMd.

Wait, did you sign in to the tablet at the store to use points? That's the only way employees can use points outside of a Powerup Pro Renewal. They shouldn't of had to use points to discount an item...

This sucks OP. I wish you luck in getting a resolution. It is not surprising to me though with how GameStop tries to push stuff on customers

I have a good number of points on my account for a while. Almost every time I shop now I will get asked if I want to use my points to upgrade my membership to there Elite Pro level.

I have had a few reps here and there frame it as "You can upgrade your membership for free" without mentioning it will use my account points. I would be wary of any reps trying to push "free/discounted" price because of shady stuff like this. Again really sorry and hope you get some compensation.

Stop giving Gamestop your business.

Dishwalla said:

burn down the store

Click to expand...

Click to shrink...

Stevey said:

CALL THE FUCKING POLICE RIGHT NOW

Click to expand...

Click to shrink...

Wow guys, really?

OP, definitely reach out to them on Twitter, and definitely call customer support again. As soon as you encounter someone saying that they can't do anything about it, firmly request that they escalate the matter and demand to speak to the next most-senior rep available. If the points are gone, then this can definitely be traced back to the transaction and the employees who lied to you can definitely be held accountable.

It may be uncomfortable, but you may need to go back to the store in person and ask when a manager will be in, and then go talk to them directly.

Hit the gym.

Do they still have magazine racks? If not, maybe destroy their FunkoPop displays.

Step 1: Stop giving GameStop your business. They don't deserve it.

leaving a negative survey from the receipt has a decent chance of working

Turn that place into an insurance claim.... on a serious note though, contact the Better Business Bureau and see if you cant find a regional managers number online, CS reps are not going to help you, you need management.

Can you give any more details?

I don't understand how this conversation would even start.

How did they know to tell you a certain game is cheaper than what its priced?

How would they know you had enough points to even have a discount?

This is really confusing.

What was the promo?

If your receipt doesn't show any points being redeemed then I would inquire to customer service about your last points transaction explaining that you had points that are now gone despite the transaction not appearing on your receipt.

They must have a record of transactions, right?

See what they say before accusing any employees of wrongdoing and possibly prompting them to circle the wagons.

low-G said:

The receipt also shows it being a legit discount, there's even a promo code, so it could all be a horrible fuck up.

Click to expand...

Click to shrink...

Sounds silly but see if the account is on an auto-renewal. That automatically uses your points to get you coupons on a monthly basis so go to the power up rewards section and check. Again, there is no way an employee can just use your points outside of you signing in a tablet and then walking you through the steps to redeem. Also, See if they renewed a Powerup Pro membership on the receipt.
Edit:

low-G said:

Also fine fine guys, it WAS for PowerUp Rewards Pro and they said it was FREE. Said it was a limited time promo.

Click to expand...

Click to shrink...

If this is the case, complain to the manager of the store about this. It isn't a "limited time promo", it's something employees can do anytime. If they tell you it's a promo, that's screwed up. Points aren't easily refundable but managers tend to try to make it up to you, especially if the employee lied.

low-G said:

Think I have a plan though guys, thanks.

1. Wait for CS email response (maybe the CS guy on call just wasn't any help. I did ask to escalate and other things, got a lot of run arounds).
2. Go to other nearby store and explain the situation.
3. Another user did give me corporate phone, will call if #1 & #2 fail.
4. Tell all 12 of my Twitter followers how horrible GS is.
5. Never shop there again.


I don't normally shop there but I was gonna put 15,000 rewards points towards Smash.


Also fine fine guys, it WAS for PowerUp Rewards Pro and they said it was FREE. Said it was a limited time promo.

Click to expand...

Click to shrink...

Ohhh

Was it a "its free because the extra amount it will add to your trade will pay for it" type thing?

Bragg said:

Can you give any more details?

I don't understand how this conversation would even start.

How did they know to tell you a certain game is cheaper than what its priced?

How would they know you had enough points to even have a discount?

This is really confusing.

Click to expand...

Click to shrink...

It's not confusing, and with the way promotions are handled; Many stores don't have fully updated stickers for shelved games. That's complicated further when you take into account online specials. Example: At the start of the current summer sale, Monster Hunter World dropped to $39.99 in stores. Those physical copies wouldn't have necessarily been changed right away, just due to the volume of other changes happening for the sale. That's part of why there are the pamphlets for sale pricing. That same game is also $29.99 online for some reason. Those all contribute to it being totally reasonable to take a staffer's claim like this at face value.

Secondly, regulars are easily recognized, and part of the salesman training is specifically to build up enough rapport that you don't need to be constantly asking for information. A staffer remembering a name or a phone number means they can pull up your profile. That's totally normal. It's also normal to notice/recall if they have a bunch of reward points, as that's part of the pitch for the Pro/Elite memberships.

It's incredibly easy to imagine someone looking at a game, wishing it was cheaper, and having the staffer get cute to try to get the sale.

low-G said:

I'll PM the promo code if it helps.

Click to expand...

Click to shrink...

If there is a public promo code or email code, then okay.

Otherwise it sounds like they just noticed you have the amount of credit/points to get a free subscription, misled you and then got you to approve the subscription. It's shady but it's a technique they use all the time because it makes the customer think they are getting a deal.

I had a bad experience with gamestop a few weeks ago. Here's what I did: write up a professional email describing your experience, include, dates, store address, employee names and IDS, receipts, power-up rewards #, and blast it out to all of their executive emails. You can figure these emails out just using their quarterly reports and press releases and website. Just find the head honchos name and put it into whatever format gamestop uses for their email ie [email protected]. I sent in an email and within a day I was called directly by executive customer care, district manager, regional manager. They ended up giving me a bunch of coupons and $40 off my preorder. PM me if you want a copy of my email.

Good luck. I would recommend talking to the store manager or call corporate. I was able to get points redeemed and a partial refund on both accounts of the same GS employee screwing me over twice on two separate occasions. One was unintentional because they caught him removing pieces from collector's editions soon after (which is what happened to me.) and another time he gave me the "New" copy they display on the front so he could open the other and snag the Club Nintendo code.

I wish I could help you out more. All I can say is I can't recommended keeping calm throughout the entire ordeal highly enough.