Consumer Complaints and Reviews
11/23 - Placed an order for a pre-owned game system online, with a 2 yr warranty plan, and a free game. The next day we got an email that the order was canceled. We waited an hour to talk to a rep, (did not speak good English), who told us she didn't know why it was canceled, so she took the order again, but said we couldn't have the game. We asked to speak to a supervisor, was told one call back. Didn't happen. Then we get an email that they shipped the 2 yr warranty plan, but no game system.
Called again today (11/28) waited over an hour (again). Finally spoke to someone who explained what was going on. GameStop sold to more people than they had systems. He didn't know if we would get a system by Christmas or not. But he couldn't explain why we were sent a 2 yr warranty plan for a non-existent system. He put me on hold so I could speak to a supervisor and the call was ended before I could speak with a supervisor. So I called back, waited another hour - asked immediately for a supervisor and the call was ended again without speaking to a supervisor. Three hours plus, three attempts to talk to supervision, and three failed attempts. My credit card company is suggesting fraud, and I am now inclined to believe them.
I pre-order Forza Horizon 3 from them and wanted the Ultimate Edition. They said they were out but would see if they could get another copy. I called a week later not hearing from them and didn't get a definite answer. So I resigned myself to having the "normal" copy instead. Went into to pick up my order on the day of release and as a show of gratitude and perhaps due to their inability to get me the ultimate edition, they at least provide me with the free gift model car. It was a nice gesture and a surprise. I rarely pre-order but certainly would do it again at this store.
We purchased a used PlayStation 3 from Gamestop on 10 29 2016. The systems are supposed to be roped clean before sold again. My 11 yr old son played his games that were purchased. Next thing we know we are going thru the system and we see eight porno movies on this system. I could not believe it. I called Gamestop and all they could say was that they are sorry and did my son download that porn. Wow Gamestop the system was purchased on the 29th of Oct. The porn was download Oct 22. How could we? It was not in our possession. To me your company wanted to make a quick sale and didn't bother to check. Shame on you. Did not know you were in the porn business.
Called three times to save a poster for my grandson was told they had my phone number and would call me and put it back for me. Called today manager very rude finally said he was busy that he gives them away the night the game is released. Bought the wrestling tape and the code to unlock the men. Should have not been told 3 times and even another game stop store called for me too told the same thing. Very disappointed I spend a lot of money there. I will find somewhere else.
I won't bore you with the details, but... Ordered a Xbox console - added a 2 year warranty. Unit broke, and after 2 months I still don't have a working console. Don't respond to emails until I emailed 3 times, then asked for more info, I gave them it and then no response. The phone was worse... Call center is in the Philippines and they speak bad English. To get a warranty replacement, I give them all my info, then have to call somewhere else to get an RA, then have to call them back to give them the RA. THE WORST CUSTOMER SERVICE I HAVE EVER HAD. The plan must be to make it so hard to get service after the sale that people give up and thus it saves Gamestop money on claims.
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I ordered a used PlayStation 3 overnight mail, it took a 3 week. It last 3 days. I ordered 3 games WWE '13, Max Payne, Watch Dogs. They did not play and was late. I paid for 2-day mail, it was a week later.
Waited well over an hour on the phone after I couldn't get a response from online about my pre-order code. Once I got someone on the line, not only did they have to slow down and repeat themselves because English is very much not their first language (US-based company, right...), but also they took around 10mins to finish pulling up my order information and asked me about 6 different times if I was certain I wanted to cancel my order. Advice, never pre-order anything from Gamestop, buy it direct from the manufacturer or supporting platform for the console or system you intend to use. Unless there's an exclusive, not worth the wasted time, and definitely not the inconvenience.
Pre-ordered game 7-14-16. Funds from my account was deducted Sept 9th. On Gamestop website it reads that the game would be shipped at the time of deduction of funds. But Gamestop had a apparently had a delay with shipping (per Gamestop employee's statement) but failed to notify customers who purchased online. Game was NOT shipped to get the game four days before the game actually sold so I was NOT able to enjoy the game four days in advance!!!
Gamestop.com should have at least gave option to pick up at store if they were having issues. Gamestop.com should have shipped games with two-day shipping INSTEAD of sending regular mail with USPS. I'm not even going to receive the game until two days after the release date! (Sep 22nd) I would like some sort of financial refund since gamestop.com did not hold up their end of the agreement. I ENCOURAGE FUTURE ONLINE SHOPPERS NOT to purchase anything from GAMESTOP.COM
So I decide to save a few miles of driving an order an Xbox live annual membership and a digital copy of Fallout 4. Order goes in at 5pm EST at 7pm EST... No codes okay a bit irritated but, I can cancel for sure and get to the store before it closes... nope, not happening. There's no link to cancel the order when I pull it up in my order history so from 7:10pm EST until about 8:20pm EST my battle is trying to get a live person to look into this order and assist with cancelling. Rep finally picks me up from the queue after near 40 mins, sounds very confused and uninformed then places me on an extended hold only to come back any say, "they don't have any codes". No codes, seriously. How crappy is the digital shopping arrangement when you can generate a unique code to sell so a customer can download software from a server?
So 3 hours and 20 mins later I have no product. If the response time was better I may have still spent money with the company but no, they take near half a regular work day to blow a $120 sale leaving no time for a would be customer to choose brick and mortar over webstore. Gamestop you absolutely failed 100% on customer experience this time. Business lost. Goodbye.
As a kid, I enjoyed shopping at GameStop. So as an adult, I obviously take my children there. But I think I have hit my wit's end with this store. A couple years ago, around Christmas time, my oldest daughter wanted an Xbox 360 so I purchased one from the store nearest to us. We set it up only to find that it wouldn't turn on. I contacted Xbox support for them to tell me that the Xbox I bought was faulty. I refunded it some days later. At this point, this was my first real negative experience with this store.
Fast forward to September 2, 2016, my youngest was online and saw a very affordable deal for an Xbox 360 bundle so I purchased it and it shipped in a timely manner but when we got it and set it up, it too did not work. I contacted GameStop immediately, wanting a refund but the representative told me to contact Xbox support to be sure that it was broken so I did. After about an hour of going through things to see if the Xbox was working or not, the Xbox support representative told me that it was indeed faulty. I then called GameStop back to ask for a refund again and might I say, the lady I talked to was extremely rude and unsympathetic. My situation is still not solved. Moral of the story: Do not buy an older Xbox 360 (it did not say how old the Xbox was on their site) from GameStop. I'll even go as far as to say it makes no sense as to why they sell things that do not work.
Gamestop corporate, if you guys are reading this right now, you just lost over $1400.00 in sales. It's my twin boys birthday and I tried to surprised them. I started to purchase gift cards at $500.00 a piece and I couldn't get one through. Your "3RD party helpdesk in india", they were even less of a help and it sucks because being out of the state right now, the folks at the store were really helpful. Long short... "Walmart got my business". Have at it!!
I preordered a game from Gamestop.com and that was a huge mistake. The game was released 12 hours ago, and the code still does not work. I should have drove to Walmart or Best Buy and bought a copy instead. Sony told me it should have worked 9 hours ago, but try again in 4 hours. What is the point in preordering if you can get the game easier and quicker by not preordering? This company will never see another penny from me and I will make sure many people are warned via social media.
Game Stop, 3513 Hempstead Turnpike, (516) 735-8030. MANAGER WHO HANDLED SITUATION: **. 6:00 PM. TODAY 8/22, my daughter went into the store to see how much she could get for some of her games to use the money for school supplies. The manager on at that time was **. She took 6 good wii games from my daughter and gave her a total of $1.39.
What a rip off. Within seconds my 16 yr old child asked her to give her the games back and she would refund the money because something did not sound right, and she called me and I also spoke to the manager who informed me even though it was less than a few moments ago, my child would have to buy back her games at 10.00 a piece. ARE THEY KIDDING ME??? What a rip off this store is. We have spent tons of money at this store over the years... I will never ever shop at this store or any other game stop again this is a fair warning. ** was less than helpful and did nothing to try to rectify the situation. Great manager skills!
My career of over 30 years is in the Customer Care & Sales & Marketing Industries. I know what it takes to retain a customer, in particular a new customer like myself. Bottom line, I will never use GameStop for anything again, nor ever recommend them to anyone. I ordered a $20 Gift Card as a birthday present, paid in full for it immediately, and requested download/print instructions in the event the item did not reach me in time to present to the gift recipient. That took place five days ago, on Friday, and as of today, I still have nothing. No response, no download/print instructions, no gift card, nothing! I attempted to contact them at their customer service line and was informed that due to the high quantity of calls, I would have to wait for at least 15 minutes.
Thirty five minutes later, after having to listen to an endless tape of GameStop promotions and products without even a stop to tell me thank you for waiting, and your hold time is now... I disconnected the call. The birthday recipient of the gift card wound up with a birthday card and a copy of the GameStop paid in full receipt with a promise of "Sorry... soon"... Embarrassing to say the least! I guess they don't care about their customers as passionately as I do mine!
I visited this store twice this week with my father. We just wanted to look around and see what new games were out this year. We asked a worker some questions and I was super surprised to find out he actually knew what he was talking about. We ended up talking to him for about maybe a half hour and I left the store feeling so happy someone knew about games and books as much as me. So to Ryan that works at the Block in Orange store, excellent work. You were really cool and I hope you get a promotion or something because you are perfect from any job you get. I'm glad I made a new friend like him. I'll come back to see you again!
I bought a digital code for a sims 3 expansion in the crossgates mall store in albany ny, and when I got home the code didn't work. I called the store and they said there was nothing they could do, even though we paid for it, and had the receipt. They said, "Call origin", and origin said since I bought it through them, it's them who needs to make this right, but they won't.
I purchased XBox 360 Bundle on June 7th, and they sent me the wrong set. I contacted them online, and not get any response for two weeks. I called customer service, stayed on the line for 15-20 minutes, then finally they sent me the return shipping label for the exchange. I returned the item and they received it on June 24th but I still have not heard them about my replacement item as of today, July 2nd! I've contacted them couple of times during this period, and they responded me by generic answers. I am completely unsatisfied with this experience and still not have the purchased item.
Ordered an Xbox and a protection plan and they sent us a defective one. So we sent the Xbox back and they sent us a second one. This Xbox was defective as well. Instead of offering to replace the Xbox they said that we could send back the Xbox and get our money back because they only send one replacement. Waste of a protection plan.
Several years ago I ordered several games to be accessed by the Gamestop application. The promise was that I would own these forever. Recently, I got a new computer. I loaded the application that is still available on their website and it did not work - the games did not show and it asked for a one-time password that did not generate to my mail. I called the support lines given and got India or somewhere. The first lady hung up on me without giving me any information or help. The second lady told me she escalated it - but I never heard from anyone. The third man decided to generate a non-existent password and tell me it would work in six hours. That never happened either. The fourth man was a little better as he at least told me the application is no longer supported. He also escalated it and again I heard nothing. At this point I did some research and called the Corporate Office in Texas.
After listening to the prompts I again got India - so I called back and punched a different option. The lady who answered talked to an escalation person who emailed me with special codes for two of my games on Steam - those worked yay - and for four of my games on Uplay those codes did not work - she sent me four new ones and they did not work either. I contacted Uplay support and they said nothing they could do to help me. The Gamestop person told me she would help me get a refund but when I emailed her again she did not respond back. So in the end I have lost three out of four Ubisoft games - one of which I repurchased on Steam for 25.00. NOW, I believe Gamestop is in breach of contract with hundreds of customers at this point and I believe they care less. DO NOT DO ANY BUSINESS WITH THIS COMPANY PERIOD!!!
I am reviewing with regards to Gamestop's online customer service. It started in the store but moved to online when I contacted them. I started contacting the online customer service in early March and there is still no resolution or even anyone who seems to understand what the problem was in the first place. All of this started with Gamestop's Skylanders Day promotion. It is a really good deal. Buy one get one free deal and was very fun. On their flyer they put out they tell you to ask to join the Skylanders Adventure Club in the store. If you do, then you get a free Skylanders for every 6 you purchase. I went to 3 different Skylanders Days (December, January and March) and was not able to join the club.
At the March one I asked the guy at the store if I could join the club. (This was the same guy who had told me on the phone in January that the specific characters I asked about would be there on that Saturday and they were not. When I asked him about it he just said they didn't have those ones.) He went to the back to get a card and came out and said he did not have any but told me I could return to the store on Tuesday (he may have some then) and he would do a return and give me credit for the latest ones. The store is 25 miles from my house. Also, if he did a return on that day it would not reflect the sale price most likely and would have been a huge mess (been there done that elsewhere). I then asked him for the free poster that the flyer promised as well. He checked the drawer and did not see any. He said he would get me one in the back. He came out with it rolled up and a rubber band on it. I thanked him and left.
When I got home, it was a Naruto poster instead of Skylanders. So, that's when I decided to contact the online customer service. We spent over $200 on those Skylanders Days and much more than that over the years at Gamestop. I contacted Gamestop thinking it would not be that much of a hassle. I have had to contact Amazon, Walmart and other companies before and have never had as much trouble as I have had with Gamestop. I spent months with Blue Cross Blue Shield trying to get my insurance fixed and also a long time with Tracfone trying to get a refund but in the end I got it fixed. Gamestop not so much. They are horrendous!!! First time I wrote to them, I explained that all I wanted was to join the Skylanders Adventure Club and get credit for the Skylanders we bought, that we should probably have 2 or 3 free ones by now. Time after time, I got copy and paste responses from them.
Most of the time, the responses had nothing to do with my problem. Copy and paste responses are insulting. They are just a way for them to get rid of you and not even listen to you. With some, it was obvious they had not read any of it. I finally, got someone many days later that asked me for all my receipt information. I spent 30 min or so typing all that information for him plus some other info he asked for specifically. I even scanned the receipts in. He then wrote back and said it was escalated to another team and he could not promise me anything. After a few more days of not hearing anything, I wrote him back and he just told me to remember he escalated it and could not do anything about it. Then after a few more days I got a response on the other ticket I had opened. There was nothing there. Just the Gamestop ad and a thank you from an employee.
I wrote back that I could not see any message. A response came back and it was another no response email! I perceived that she was trying to get rid of me and make it look like she had answered me. I called her out on that. She responded with a copy and paste email that she would be frustrated too and to go to the store. I had had that told to me a few times already and had already explained why I was not going back to the store (would you want to go back to that store?). She told me to call the number. I had told them why I would not call as well because it would use my time and my minutes on my phone and cost me. It got so stupid with all the copy and paste emails. They were not reading my emails at all even though I asked them to. I asked them for a manager 6 times at least and they would not have a manager talk to me. They kept copying and pasting responses that did not address my problem. I kept at it.
I even got a response one day from a girl that said all my points were there for those purchases (I am a PowerUp Pro Rewards member and get points) but she would give me 2,000 points as a courtesy for the confusion. She even bolded that line as if I am some dolt or something who was confused all this time. I bolded back to her that I knew the points were there and that this had nothing to do with points. I asked for a manager again and copy and pasted (told them I would since they love to do it so much) for the third time all my information and what the problem was in the first place. Now, the problem was their horrible customer service and attitude. Another person answered me and said they could see many people had handled my email. She said they had limited knowledge of the Skylanders Adventure Club and to call customer service. UGH!
I copied and pasted it again and asked for a manager again. Another guy wrote me back and said he forwarded all of it to an upper level of management at the store. At the store?! Give me a break. It has been many days now and I still have not heard anything. I have wasted too much time on all this with Gamestop. I have had bad customer service before but Gamestop is probably the worst ever. I told them I would go to this website and complain and even write the HQ out in Texas. It didn't seem to faze them. Asking for a manager did not help at all. I wrote a letter but I have not sent it yet. I am thinking about it but this is just ridiculous. I don't think I will be buying much at Gamestop from now on.
I have three active email support calls and one phone in support call that have been escalated and are awaiting response by the 'appropriate' group that these complaints were escalated to. I purchased approximately a dozen of online only games via the GameStop PC app (formerly Impluse/ImpuseDriven from StarDock). These games allow you to install them on your machine or download them and install them later. After a crash, I reinstalled just one of those games and was recently going to install others, but could not get the GameStop PC App to show those games. Therefore nearly a dozen of the games purchased are now apparently lost.
This occurred previously when GameStop changed its password methodology and broke the connection to its online games server. It took nearly 3 months for it to recognize my new password and show those games. No explanations or apologies to the thousands of users was ever given. When I loaded the GameStop PC App a month ago, I noticed only the single installed game (TA) was showing. The others, non-installed games, usually show up grayed out indicated I can download and install them. No luck, not showing. There is a diagnostic tool that writes out to a log file what the app is doing during log on or errors. That log was reporting 404 Not Found. The App tries to log in three times then bypasses and goes to the main screen to allow installed games to be played. But, since it can't make contact to the game server, it doesn't allow access to your purchased games.
I have a complete screen shot off all my purchased games and their serial numbers. I sent these in with one of the interchanges to the cs rep so they know that my claim is valid. Two email and the phone support call have 'escalated' to the 'proper department'. It is approaching a month with NO access to my games and three weeks with NO solution or explanation to the cause. Not even an estimate as to when a solution will occur.
Also, GameStop apparently doesn't keep its order history from when it dropped active support of the GameStop PC App / ImpluseDriven program for online games and switched over to just Key codes for Steam. Therefore my account shows no order history. _OR_ they have a drop dead date for how far back they show orders. I asked the Rep several times this question and never got a response. I have attached images of the GameStop PC App showing what it shows now (just the TA game installed) and another one showing a slate of the games that I should have access to. More detailed files are available upon request.
The GameStop PC App never allowed you and option to download and _not_ install the game. Aka archive for later. When you downloaded it you _had_ to install it. What good now are all those games to the thousands of people who bought them if their PC crashes? Which Windows is so prone too. Which is what occurred to me 6 months ago. GameStop also never indicated that there was a deadline or time that it would not allow downloads in the future. E.G., a cut off final date for the PC App games to be downloaded for a final time. I believe this is because if they had said that they would have had to create a mechanism to allow those thousands of customers to download their games and that feature wasn't in the PC App's mechanism.
GameStop needs to come clean and say that it will screw thousands by not allowing them access to their games or fix their server. At least have the common courtesy of admitting the issue and giving us some sort of timeline for its solution. Finally, all I can add is purchase online games from GameStop with the assumption that they will drop support or accessibility to that game after a time.
I ordered my husband's Birthday present 2nd day air. They didn't even ship out his present until the next day. So he didn't get a birthday present on his birthday. I called the corporate office which was in the Philippines. They sent me to Puerto Rico, then they sent me back to Philippines. It's a big joke to be honest. I think it's going to be next to impossible to get a refund on my expedite shipping. I will not ever shop with Gamestop again.
I placed an order for my son's birthday - 2 weeks prior to his birthday. They sent a confirmation of the order the following morning. They then sent an email that the card was declined and asked that I contact the bank to clear and respond to the email with the word "RESOLVED" in the email title. I did this immediately. A week later, and 4 days prior to his birthday I received an email stating they had cancelled the order.
The customer service rep I spoke with stated that the person responsible for reviewing my "RESOLVED" email didn't review it, that I should have called after speaking with my bank (although their email instructed me to contact them via email) and that she had no way of resolving the issue, other than me replacing the order and paying for overnight shipping myself. I had to wait 15+ min on hold and then this took her another 20+ min for her to "help" me by informing me she could do nothing. She then asked why I hadn't just looked for the items I wanted at a store (you know, after I was under the impression I had an online order completed). She offered to give me some Gamestop points but was unable to locate my account with any of the information I provided (name, my last 3 phone numbers and my email address, the latter of which I've had for 7+ years).
I then waited another 10-15 min and spoke with supervisor, Mike. He placed the order and agreed to free expedited shipping. This was the resolution that the cust. service person should've offered without me having to get frustrated and angry and demand to speak to a supervisor. Unfortunately, one of the items had increased by $20 and I had to point this out, to which he made a "one-time exception" to honor the price of the original order. The whole phone call took over an hour and 14 minutes. Very disappointing overall service so far. I gave it a 2 only because the supervisor seemed semi-reasonable. We'll see if it all arrives in time and functioning.
Update an hour later - my credit card bank account again declined Gamestop. I called Gamestop to use a different card, which took over 45 minutes and had to repeat the new credit card information about half a dozen times, which was very suspicious. The first card now has a $45 fraudulent online charge on it for the first time in the account's 7-year history (for movie tickets). Coincidence?
Shopping at GameStop is already a drag. They are the only option for new/used games locally and the trade in vs shelf prices are robbery. But I would rather shop there than Walmart or wait days shopping online. But they clearly have a new policy where the employee must approach all customers who walk in. It's annoying! I just want to browse. If I have a question I will ask.
I play a lot of games, so I am there about once a week. And rain or shine an employee always ambushes me the second I walk in, asking if I need help finding anything... again. I hate this form of sales. It's too aggressive. Let customers have some freedom. At this point I dread going in there because I know I have about 30 seconds of peace, tops. Just let your underpaid employees stand at the register where they belong and if I have a question I will walk over and ask. Or I will ask when I am checking out. Whatever marketing idiot came up with that tactic should be fired.
I just can't believe the way I've been treated by this manager. Apparently returning a faulty product while the store is busy, means it's alright to be disrespected and treated like a complete piece of garbage. This was done by the manager, Chad something, at the store in prince frederick, MD. From now on I'm sticking to amazon.
Call in on the phone prior going to make my purchase to make sure item in stock. ** store assistant manager told me that he has one in stock and he will hold for me. I quickly left my house with my disabled son to go buy his gift. When I got to the store Lakeside Town Shops 5810 S. University Dr Bay 118-119 Davie, FL 33328 ** the assistant store manager told me he could not sell me the item because it was pre-ordered for someone else. At that point I asked him what we can do. He very rudely told me "tough luck" and there is nothing he can do about it. Me and my son left the store empty handed and with a lot of sadness on my son's eyes. This is not the first time that this store has done that to me and I'm sure to a lot of other people. I will never set a foot into this store ever again, I had enough of their BS.
I purchased this game (Rise of the Tomb Raider) approximately 3 weeks ago. At the time Gamestop had the price listed at $17.99 (**). Initially I was charged this price. However Gamestop charged me an ADDITIONAL $59.99 a few hours later. I called customer support and (after waiting 3 hours to talk to someone) was repeatedly told that the game was never $17.99. I proceeded to send Gamestop a screenshot of the game at that price, as well as my bank statement, clearly showing both charges.
Finally, after quite a bit of debating the point with them, I told them that I did not want the game at all. I was informed that, despite the fact that I did not activate the game code, that issuing a refund was against policy. The supervisor that I spoke with finally agreed to grant an exception to policy, and issue a refund. I was then informed that it would be processed in 3-5 days. Now, 3 weeks later, I still have not been refunded and Gamestop is not responding to ANY of my emails.
GameStop is terrible. I pre-ordered The Legend of Zelda: Twilight Princess HD with one-day shipping. The game came out yesterday, which, as far as I can tell, was when I was supposed to get my game. A few days ago (February 27th), I received an email from GameStop saying the bank blocked the purchase of the game as a suspicious purchase. I missed it until I noticed my credit card was blocked on March 1st. When I investigated, I found GameStop's email and followed the steps in the email. It said to contact my credit card company, so I did. It said to reply to the email and add RESOLVED to the subject line, so I did.
Yesterday (March 4th), I kept waiting for my order to ship, but the status remained "pending," which, according to GameStop, means the order will normally ship in one business day. Today, I woke up to an email saying my order had been cancelled! I spent nearly an hour on hold for customer service trying to rescue my order, along with the pre-order bonus of the game's soundtrack (a GameStop exclusive, and the only reason I ordered from them). I gave up. Instead, I placed my order with the (in my experience) 5-star service that is Amazon, and my order will be here on Wednesday. Now, I've ordered from the place I would've pre-ordered from had they had the bonus. I'm never ordering from GameStop again. Ever.
On 2-17-2016 I order a 3-month membership for my ps4. It stated on the website it would take 12 hours to receive the digital code to log on to the game site. Now after 7 days, several emails, and a series of failed phone calls, I got an e-mail stating that my order is under management review. I tried to call customer service but gave up after being on hold for 45 minutes repeatedly and not being able to talk to anyone. My advice don't waste your time on this website.
Bought a PS3 with a bundle package and it had a different model that I didn't like. Wanted to return and was told that I could not after one of the worker had specifically told me I had 30 days to return it. Gamestop is full of **. If you buy something at this location I recommend recording the conversation with the employee for they seem to lie to their customer just to sell an item. Not even a star. Filled with liars. I recommend you buy a PlayStation 4 at Best Buy. They will take you returns back and will refund you the full amount.
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