Gaming Support

[Dookie]

Usually go to Gamestop to trade in games but after seeing some trade in prices on the BB website i decided to try them out.

First i was greeted by a guy at the door who i asked where to go for video game trade ins,he told me that i needed to go to customer service so i stood in line there for some time before being helped.When i finally made my way to the desk the person told me i needed to go to the gaming section of the solutions center,i went there and stood behind a man that was having problems with something for quite some time before a manager had to show up and help the employee to take care of the man in front of me.When the employee completed the transaction she walked off and a new employee that was already helping another costumer stepped right in and started a transaction on a computer purchase.

At this point i had been in lines at BB for well over an hour and decided to ask the employee that stepped in about the situation,he told me to talk to another employee at a different section of the solutions center.

I went the section that was pointed out and again waited behing another customer and once again when the employee completed the costumers transaction the employee started to leave.I stopped him and explained i wanted to trade in games and was sent to his section and he told me i needed to go back to customer service.

At this point my frustration was weighing heavily so i explained in detail to him how long i had been in lines and how many times i had been passed off from one employee to another.He then asked me to wait and said he would find someone for me.

Finally after waiting a bit more i was greeted by yet another employee.This time the employee said he could help me.He took the games from me and said they were not taking one of the games i had brought,i then told him i checked the website for the trade in amount before i left by entering the UPC code on the back of the box and it told me they were giving 25 dollars.He then took the game back and told me i was right after scanning it.He then stared blankly into the computer for a few minutes before asking me my weight...Yeah he asked me how much i weighed in order to trade in my games lol.The rest of the process was smooth and only took a few more minutes but byvthat time i was already regretting my decision to go to Bestbuy to tradevin my games.

Bestbuy did give me a better trade in value than Gamestop but the time and frustration was not worth it.I will never go back and will actively work to inform others so they may be spared the aweful experience of this.

[zztoluca]

Sounds like the employes where confused and had no idea what they where doing. Its usually a straight forward as you described in the end.

[Bill-BBY Community Connector]

Hello Dookie-

Alex, from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Alex-BBY Retired: Community Connector]

Hello Dookie,

I’m a firm believer that trading-in is the best way to keep up with all the latest games available. We do have some great trade-in values and deals so I can understand why you gave us a try but I’m very sorry the experience was neither timely nor efficient. Your frustrations are certainly understandable; our employees should have been clear, correct and concise in their directions on where to go to perform a trade-in.

Regarding the weight question, we are using a new system for tracking traded games and that would be why we’ve asked your weight and likely took a photo of you. We certainly did not mean for that to come off as offensive but I can see how it would have been received that way considering how long you had been waiting.

We appreciate you sharing your story with us. We can use this feedback to improve our store trade-in experience and ensure our employees are properly trained on how to assist customers seeking that service when they visit. If you have any further questions or comments, please let me know here and I’ll assist you.

Thanks for connecting with us,

[k41]

It seems this store doesn't have many people trading in games.  All the stores I have traded at get lots of games traded in; unfortunately I have encountered several employees at each store that had no idea what to do etc and have waited too long at times too often.

In regards to the weight question, I think local and state laws affect the requirements to trade in.  When the trade in system started in 2011, only one store asked for weight/height/eye color/race/etc while the other stores only needed my state id.  This past summer into fall, it seems more stores asked for weight/height and one place asked for eye color.  It also seems to vary store to store although all these stores are in the same city so I don't really know.

FYI, one Gamestop I traded in at a few months ago had my height/weight/eye color printed on the receipt after trading in.

[Dookie]

The weight thing did not really bother me but just added to the weirdness of the entire situation.

I appreciate the responses but i have had bad customer service here enough to know that next time there is a very likely chance of things repeating themselves.

No hard feelings about it but i think i will stick to gamestop.