Can you help Rusteen?

September 25, 2007

Rusteen, from Pleasanton, California, has a question:

Hi. I have been reading your website for a couple months now and, after doing some research myself, have decided that GameStop is not where I want to work. As a gamer, I was kinda disappointed when I realized there weren’t many other places that I would like to work at. As a teenage gamer in the US, do you know of any places where a gamer such as myself can get a job that I would enjoy? Thank you.

Anyone?

Store: GameStop
Location: Victorville, California
Employee Description: Lying D-bag
Submitted By: Joshua Searls

I went to my local GameStop and I was waiting behind this sweet old lady and her grandson. The customer in front of them left and she took up a copy of Shawdowrun for the kid. During the sale Lying D-bag says that she needs to pre-order Halo 3 or else she wouldn’t be able to find it until next March. Now I can deal with a little bit of under-handedness but that was excessive. I spoke up, “Ma’am, Halo 3 is going to be a very popular game and you will have no trouble finding it during the week it comes out.” She looks at him and says, “No, thank you,” as I get the dirtiest look I’ve ever seen. So she left and I went up to the counter and said, “I’d like my pre-ordered copy of Bioshock.”

“On the house…”

July 21, 2007

Store: GameStop
Location: Fullerton, CA
Employee Description: Wise-ass Teenager
Submitted By: Rafael Hernandez

I went after work to GameStop to purchase the Final Fantasy IX strategy guide. The 2 teenagers behind the counter were constantly making stupid remarks to each other. I was browsing around the PS1 and N64 Games. I ask the teen, if he had any more copies of FF9 guide. He said “No”, then checked on his computer and said “no” again.

So I tell my sister lets check around. While browsing through I hear my sister find the guide. I tell the guy “I found what your computer couldn’t track…” He was acting shocked and he eyed his co-worker. I believe they were hiding it from the public so they could purchase it at the end of their shift. Or just being pricks, probably both.

So I go up and pull out my money. He starts looking around. He felt like a dumbass, so he says “I will give you the guide.” I tell him that’s funny, and to ring me up I have the money. He said “No, really it’s on the house… I am sorry for telling you it was not here.” I argued with him on money. I even showed the money to the camera and said “LET THE RECORD SHOW THIS EMPLOYEE IS GIVING ME THE BOOK, WHEN I OFFERED TO PAY!” Took the book and left. I further think it was the dude’s last day too.

Reservation Tango

July 21, 2007

Store: GameStop
Location: San Bernardino, CA – Campus Crossroads
Employee Description: Tweedle Dum & Tweedle Dee
Submitted By: Silence7

I went in to to the GameStop at 2pm in the afternoon on a Sunday and the place was empty except for the two employees behind the counter and me. One employee greets me with a “how ya’ doin’ ” when I walk in and then leaves me alone to browse without interruption, which is a rare treat in this store.

Being as there are only three people in the store, and I don’t have anyone to talk to, the store is extremely quiet, which makes it very easy to hear the employees talking back and forth approximately 15 feet from me. There was some chatter about various games and that’s when my anger began.

Employee #1: Dude, you should have been here yesterday..
Employee #2: Why?
Employee #1: This guy came in and wanted to cancel 2 pre-orders and put a pre-order on another game.
Employee #2: Yeah…..
Employee #1: I asked him if he had a receipt, and he said no. So I told him he had to have a receipt to cancel a pre-order.
Employee #1 & 2: Hahah ahahaaaaaaa
Employee #2: Man, I’m gonna’ have to start using that one!
Employee #1 & 2: Hahaha hahaaaaaaa

I had pre-ordered 2 games at another EB a week earlier (voluntarily) and was told I could keep the receipt if I wanted but I didn’t need to because they had me in the computer and all I would need to pick up my games was my I.D.

Their evil laughs and *wink-wink* attitude leads me to believe that the policy of needing a receipt to cancel a pre-order is all a bunch of BS to keep people from canceling a pre-order.

If they talk this openly about their lying and cheating right in front a customer, it makes me wonder if they either don’t care, they think I’m too stupid to know WTF their talking about, or they didn’t think I could hear. Honestly I think it’s a combination of the three.

This EB is close to home and very convenient, but I have vowed to drive the extra distance to another that always treats me right if I need an immediate fix, and order games online if I can wait for delivery. At least stores online can’t lie to you right in your face.

I’ve been actively gaming since my parents bought us kids a home Pong machine before the Atari 2600 came out, and have owned almost every system since then (PS3 and NeoGeo excluded) and have seen a lot of crap, but in the last few years it just seems to be getting worse and worse as all the small game stores are being put out of business by the big chain stores.

You guys are doing a great service by exposing the BS that goes on in these places.

Online vs Store

July 21, 2007

Store: GameStop / EB (Both Stores)
Location: La Habra/Fullerton California
Employee Description: GothicGuy (Fullerton) / Nerd (La Habra)
Submitted By: Rafael Hernandez

I ordered a game on GameStop’s website. It came to my home. This was during the transition of EB and GameStop merger. Well the game I ordered came scratched and not playable on my PS2.  So I called the 1 800 GameStop number. They tell me I can return it to any EB or GameStop store in person. Also on their official website it stated the same thing too.

So I call my local La Habra EB Games. Which I hardly go to. The nerdy manager over the phone tells me, I can not return it to his store. Mailing it back was the only option. I explain to the manager that his headquarters has the policy on their website in plain english. Which I quoted to him. He got angry and and said to check with Corporate since he NEVER got the memo, or knew anything of this matter.

I call my Fullerton shop which is in the next town. I frequent this place a lot. I call them before driving anywhere. Again, we can not do that. Also I do the quoting of their corporate web page. This time I tell him to check the website while I wait on the phone, He brushed me off and said he had other customers that needed to be attended to. I yell at him “Who do you think I am! I am your customer I bought the game from your company’s online shop. It clearly states you can exchange or return my money back GUARANTEED!” Again their reply is, “I never got that memo.”

So I called Corporate and threw in both managers to the fire. Then corporate told me to hang on. Corporate called the managers at both stores and straightened them out. I checked by calling both places 20 minutes after my conversation with corporate. Both were very happy to do this transaction. The guy at the Fullerton store remembered me and said to come on down. I went down to the Fullerton store and he gave me my money and APOLOGIZED! I left the store and now I order most of my games online. I hardly use GameStop unless they have a game that is very cheap and used.

Crusading for Games

June 26, 2007

Store: EB Games
Location: Monterey County, CA
Employee Description: Chunky African-American male
Submitted By: Alex

Tomb Raider: Anniversary Edition came out last Wednesday. I hadn’t pre-ordered it because I figured the demand for this game wouldn’t be as high as other such games. I was pretty confident I would be able to walk into EB Games and pick up a copy. I was right, or so I thought.

My local EB gets their packages from UPS at around 11:30am to 1:00pm. About 90% of the time, their packages arrive pretty early. Last Wednesday was no different.

I called EB at around 11:30 and asked them if TR: Anniversary Edition had arrived yet. The manager told me that a few boxes had arrived but they hadn’t checked them yet, to call back in 30 minutes. Ok, I thought, they are probably swamped over there so I’ll just run my errands first and get there around 12 to grab my copy.

Half an hour later, I arrive to an empty EB store with 3 employees working. One of them was doing something around the DS games, the other one was doing some sh*t behind the counter and the manager was standing there looking at some binders. The manager asks me “How can I help you boss?”

I tell him I want to grab a copy of the new Tomb Raider, to which he proceeds to tell me that they still haven’t opened their boxes. I stare at him, then at the other two retards acting like they are working and I ask, “Well, when are you going to open them?”

He then says, “Come back in 30 minutes and we’ll have them open by then “. To which I say “Dude, I’m on my lunch break and you said that to me 30 minutes ago. Can’t you just open them real quick and grab me a copy for the PC?” He then gives me this blank stare probably thinking, “Ugh, annoying *ssholes.”

I respond by just standing there waiting. Needless to say, it was a very awkward situation but f*ck me if they weren’t blatantly being lazy about their jobs. After what seemed like a good few minutes, the guy realized that I was on a mission from God and that to me, this was the f*cking Crusades.

Ok, not really but c’mon man, I didn’t want to have to come back later, especially with gas prices costing an arm and a leg plus your soul. So stop being a lazy git and get me my f*cking game! It will take you all of one minute to cut open a few boxes and find the correct item. And, honestly, it did because a few minutes later he came out with my PC copy of Tomb Raider. Which was good news because Wayne Brady was about to choke a b*tch. And no, I don’t want all the other crap you are selling to me either.

By the time I got out of there I was fuming. Does it really have to be this bad to pick up a game? I think not.

/end story

I know my story cusses a lot but I think it perfectly reiterates how most people feel when dealing with this kind of crap.

Store: GameStop
Location: Hollywood, CA
Employee: Tall Blonde
Submitted by: Serpico

OK so, I’m a manager for EB Games (laugh it up). I’ve been reading your site, and I’d have to say that every single thing on here is 100% true. I’ve seen some employees do some dirty stuff to appease their managers, who in turn have to appease THEIR managers. It’s nasty and unfair, because the people who are forcing these high-pressure pre-order goals on the employees are not the ones that actually have to sell them. It creates a stressful environment where people get desperate to keep their jobs. And it makes exchanges like this happen.This happened when I was an assistant manager transferred into a new store:

Customer: “Do you have any more Halo 2?”
Tall Blonde: “All the copies I have have been reserved but I can do something for you. I’ll go ahead and sell you one anyway, but you have to reserve something else. It’s just a way to trick my computer.”
Customer: “OK, I’ll do it.”

The kicker is, this girl knew that our reserve copies were all already picked up. The copies we still had were completely and totally first come, first serve. Needless to say her numbers were high so her store manager just let it go.

That’s why when I got my own store I lay off the pre-orders. I let my employees focus on fun and enthusiasm, and sometimes that translates into pre-orders, sometimes it doesn’t. Whatever. Since my customers feel comfortable in my store, and my employees like their job, my sales are generally high even if my pre-orders are low, and no one can really argue with that.

Also, I see a lot of stories of horrendous customer service experiences on here, and while I agree that there is no excuse for an employee to be rude to a customer in most cases, you have to look at who’s training these people and how their being treated. Working in a game store should be the most fun job you can get without being naked. It’s a shame that some of these management types ruin it.

Ex EB Employee Rant

June 12, 2007

Store: EB Games
Location: San Francisco, CA
Employee Description: Rude Lady & Suspicious Clerk
Submitted By: Jaegerneo

I used to work at the San Francisco Powell EB Games about 2 years ago, and yes the turnover rate is very high as one poster mentioned. I originally wanted to work there for the supposedly fun environment but over time that was impossible due to the store being understaffed for a busy location (downtown SF is a big shopping/tourist area) and the stupid sale pushes we had to do to “earn” work hours and keep my job.

I understood exactly how many customers felt about this underhanded BS, and I tried to avoid the pushes when possible. But having my manager constantly complain about my poor sales performance (i.e. used games, membership/magazines and “game insurance”) and cutting my work hours for that and my conscience eventually made me lose interest and seek employment else where.

Coming back to the store as a customer, the current staff’s attitude and professionalism is worse than I could imagine. They are very sloppy with dealing with bonus items and one experience showed how devious the new staff can be.

I pre-ordered Castlevania: Portrait of Ruin and came to pick it up on launch day. The lady I talked to was rude from the moment I started talking to her, and told me the game got delayed even though I got a call to pick it up the night before. As I requested for her to check the shipment boxes that I clearly saw coming into the store, she told me to come back tomorrow, but not before another employee comes out from the back with a crate of the games. She quietly rang my game afterwards, but that wasn’t the end of it.

They supposedly didn’t get the pre-order bonus that day and they would put my name on a list for item pickup and I had to check in the next day. So, the following day I come to pick up the item and I was greeted by another new employee and I told him of my situation. I show him my copy of the receipt for the game and without even a glance he tells me he can’t give me the item. I specifically mentioned that the item was on hold for me under my name, and asked another employee to assist me.

He finally tells the first guy there’s a hold list on the desk for the item. The first guy finally checks my receipt carefully and hands me my bonus item and even has the nerve to ask for my I.D. as if I was trying to scam them somehow by picking up a freebie.

So good riddens to that job and a shout out to all the great SF customers I’ve met over the short time I worked there.

Store: GameStop
Location: Anaheim Hills, CA
Employee Description: Cool Guy with the motorcycle & Manager
Submitted By: UCRJed

The day Mario Party 8 came out for Wii I went to a Target figuring they would have it for sure, but the guy in electronics said they had not been unpacked yet so it would be a while. So I decided to go to another shopping center with both GameStop and Target. I went to GameStop first, thinking I’d get in and out.

I walked up and there was an employee sitting there on his motorcycle in front of the store. I asked him if they had the game and he told me they would be in the next day. I asked him if he knew if Target had them yet. His manager walked by and said if they are selling them they are in big trouble, it’s not launch day. He then goes on to tell me that today is “ship day” and nobody can sell the game until the next day. They also told me I should pre-order the game and I would be guaranteed a copy the next morning. They both agreed that neither Target nor anywhere else would have the game to sell. I walked next door to Target and bought the game 2 minutes later.

Store: EB Games
Location: San Francisco, CA on Powell Street
Employee Description: Honestly, I’ve seen so much employee turnover at this store, that the faces are lost to the sands of time.
Submitted By: Lee

I’d learned long ago that anything I preordered at EB would be in stock at Best Buy on the same day.  However, one game was important enough to preorder: the Limited Edition of Neverwinter Nights 2. Preordering gave you the game editor ahead of time, and the LE itself included not only the usual in-box goodies, but a special ability for your in-game character (including access to special vendors).  I had helped run a world server for Neverwinter for a few years, so this was the one game of the year where I wasn’t messing around.

The preorder itself was where it all started.  Upon preordering, I was supposed to receive a card with my access code for the game editor.  I didn’t get the card, and was told to check back in a week.  I kept checking back.  When the editor had been out for a few days (and I still couldn’t get it for lack of a code), I went in and insisted that they must have the codes for preorder customers.  After watching someone scrounge around for fifteen minutes in the back room, I picked up the small sign on the counter that explained the preorder promotion, to point out what it said… only to discover a stack of preorder codes tucked into a convenient holder on its back.  They had been there, in view of the employees, the entire time.  I took mine and left.

The week of release rolls around.  Monday night, I get an automated message, letting me know that my Limited Edition copy of the game would be in on Tuesday.  I stop in late Tuesday, to be told that it was not there, and that I should come in Wednesday.  On Wednesday, I was told to come in Thursday.  On Thursday, I was told to come in on Friday.  On Friday, I was told “We’ll call you.”

On Monday, I was reasonably upset.  If I had acquired the game by any other method, I would have been playing it for nearly a week.  I went in and insisted on an answer; what on earth was going on?  Finally, the truth came out.

They hadn’t ordered enough Limited Edition copies.  I was the one shortchanged. By Friday, when they figured out that I wasn’t just going to go away, they actually went and bought a spare LE copy from a nearby store.  It arrived just after I had left the store on Friday.

At that point, one might think, “we should go that extra step to make sure this customer gets this game, which we went to all that effort to acquire.”  One would be disappointed.  They left it to the automated system to call me.  The automated system never called.  They held onto the game for 48 hours, then when Monday rolled around, they sold it to someone who walked in the door.  After relaying this information to me, they inform me that they could not acquire another copy. They
ended this tale of sorrows with a half-hearted, “I guess we could call the district manager…” and then turned away.

You know that moment when you go completely silent and outwardly calm, and everyone around you suddenly realizes they were better off when you were furious?  That was me.

I asked for my money back.  They provided a refund.  I put the receipt in my wallet, and pulled out a different one.  I said, “This is a $600 receipt for a console preorder in three weeks.  It’s paid in full. Your company will deliver this to me on release day, as per our agreement.  That will be the last business we perform.”

Within a few weeks, a Best Buy opened near my house.  It had tons of copies of NWN2 Limited Edition.  Coincidence?