Complaints

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, This location has an employee by the name of *****. I have been treated very poorly by this person who has zero customer service or people skills. I purchased a used PS5 controller from here that does not charge correctly and didn't have the receipt. While pumping money into the arcade game sover this past weekend, I asked a different employee on duty about possibly exchanging this. This other employee with red hair and glasses was very nice, and said actually just come by Monday and I'll take a look at it. Today being Monday, March 20th, 2023 I arrived at the store and the nice employee eas not there. So I explained everything to *****. This guy acted like I had stolen the controller from here and that he had never seen me before. I offered to show him the transaction from my checking account. He continues to be rude so I asked for my controller back and the owners information. He says, I am the manager. I said I would to speak to the owner. He said, it's ******* ****** and refused to give me his phone number or email. I will never go in this place again. I have been gaming since the 80s, been in customer service since the 90s, and NEVER been treated like this in my life. I would love to be able to actually talk to the owner here and tell him personally what a subpar employee ***** is. Thanks in advance, CW

  Business response

  04/01/2023

  Hi **, I'm very sorry to hear that you had a negative experience at our store. I understand your concerns, and I apologize for your negative experience. Our employee ***** can be socially awkward at times, which is common in the "nerdy" culture of video game stores, and I'm sorry if he came off as rude or did not respond in a manner that was appropriate to you in the moment. I assure you ***** has a good heart and the best intentions, and does his best to abide by our store policies, and once getting to know ***** a little better most people understand his good intentions and social awkwardness a little better. After speaking with both employees about the incident, it is to my understanding that the controller was purchased roughly 2 months ago, while our return policy is valid against defective items brought back to us within 14 days. In the used commodity business, it's very unlikely to know the life expectancy of any item, as the conditions they are put through once they leave the store in tested and working condition are unknown and unpredictable. We established a 14 day return policy to allow enough time for an item to be tested more thoroughly than it may have undergone at our store. For a controller we test charging capabilities, joystick drift, and button functionality. All of our pre-owned items go through this process before getting placed out for sale. Since the purchase was well beyond the return policy, we are unable to accept the return for a refund. We also require receipts for purchases to verify the serial number on the controller purchased, to avoid potential incidents where a customer may bring us a broken controller that we simply did not sell them, this protects us from fraud which is very common in this business unfortunately. The first employee that you spoke with mentioned to me that he said he would "check the controller out" when you bring it up to the store, and claims he did not agree to any sort of return or refund, only to offer assistance and see if he could test the controller or get it working for you and replaced/refunded only if it's under our return policy window. We typically try our best to assist in any way even if outside of our original return window by inspecting the item or even doing repairs when possible. When speaking to *****, he claimed that he mentioned that you did not have the receipt that we require for the return. He still took the time to look up your transaction and found that it was outside the return window. He also said that he inspected the controller and that it still powered on, implying that it was holding a charge. He also mentioned that your son is using a third party charging dock, many of which are not compatible with playstation 5 controllers, even if sellers claim so. Typically only sony approved 3rd party or sony brand chargers will be guaranteed to be compatible. Our employees are also trained not to give out any personal information regarding any other employees, owners, etc. so they both properly followed that protocol as well by not handing out my personal information, as I'm sure you understand why that is a safety concern for anyone these days. As the owner, I have access to the store facebook page, google page, and store email, all of which are public information should you need to contact me in the future. I can also be found at the store different times throughout the month if you would like to meet in person. If your controller is still found to have issues and is not charging even through directly being plugged into a USB cable, you are still welcome to bring it into the store so that we can look into it further. Due to being outside of our return policy window, we are unable to offer a full refund, but we would be willing to offer you a discount on a brand new sony playstation 5 controller to ensure proper functionality, or an even more significant discount on another pre-owned controller for any inconvenience caused outside of our return window. I am glad to help out in any reasonable way we can, I certainly appreciate all the business we can get in such a small town, and we would hate for your last experience with us to be a bad one. Thank you for trying to get in contact with me, I apologize for such a delayed response, and I hope we are able to reach some sort of agreement to make your experience more pleasant. Thank you for your feedback, and I hope you have a great day!

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