Horrible ebgames experience

[encendido5]

I don't want to write it all out again, so here's the letter I am sending the corporate offices as well as the disrict manager. Is there anything else I should do? I know, it's kinda long, but I am so pi$$ed...

I wanted to recount to you the horrible experience I had at one of your retail stores. I recently ordered a couple of pre-played games from your website but was unsatisfied with the condition they were in. I had read on your website that it was possible to return items bought online to retail stores for a refund or exchange. I went to the Electronics Boutique store #*** to return the games I had as this was the closest location based on your online store locator. I was attended by a person named ***, who claimed to be the manager of the store. I told him I wanted to return the games I had bought online and showed him the packing slip. He said that he would not give me a refund for the games since they were purchased online. I told him that I had read on the website that I could return items to retail stores and proceeded to show him the packing slip, which on the back reads, "Original packing list is required for all returns and exchanges. Returns and exchanges of new and Pre-Played merchandise will be accepted within 30 days." Please note that the date on my packing slip reads 03/15/05, which is well within the accepted 30 days of your policy, and also note that the gameboy games are still sealed in the EBGames plastic wrap and box in concordance to your policy. In addition, below is your return policy, quoted from your website, which states that I can return merchandise in-store:

"Return Policy for Merchandise Purchased at EBgames.com Returns and exchanges of new and Pre-Played merchandise will be accepted within 30 days from the date on the packing slip.

Exceptions: Video games, computer software, video game systems, computer hardware, action figures and DVDs may NOT be returned if opened or unsealed and non-defective. You may exchange these items for the same item if the original is defective. Terms and conditions of manufacturer's warranty apply to defective video games systems and computer hardware after 30 days.

New merchandise must be returned or exchanged in new condition with all original packaging and contents. Pre-Played merchandise must be in the same condition and with the same packaging as when purchased.

Items may be returned or exchanged by shipping them to EBgames.com, or by taking them to an EB Games store location in the United States. Items returned to an EB Games store location must be accompanied by the original packing list. To ship a product to EBgames.com, include the packing list, identify the reason for the return and send it to the address on the return shipping label. Shipping costs are non-refundable. If the reason for your return is due to our error, please contact us for a shipping credit. We will issue a full credit via your method of payment for the price of any merchandise you return that meets these conditions."

He told me that in the five years he has been working there he has not given credit for any online merchandise but he could offer an exchange. We went back and forth with this issue until I asked if he had the same games so that I could exchange them. He checked in his system and did not find the games I wanted so I asked him for a gift card with the amount due, which I thought would be a reasonable request. He said he could not do this for me either. At this point my friend who had come with me to the store came up to the register and asked me, "What happened?" I do not know why but the manager seemed to get very upset over this and asked if he was my lawyer. Then he proceeded to yell at my friend for cutting into our "one-on-one" conversation. Once he was done, I asked to have the district manager's name and phone number so I could ask him about the return policy. He wrote down the district manager's name and number only after my reminding him that I needed all seven digits to complete the phone call. I said thank you and walked out of the store thinking that was the end of it.

Shortly after, not more than 100 feet away from the store front, the "manager" confronted my friend and I while in a conversation of our own about the series of events that happened inside the store. He insisted on harassing us over the so called "interruption" my friend had done by asking me what happened. Oddly enough, someone who claimed to be a customer, a 6'-0" African American gentleman, who was not wearing a jacket got involved in our argument, taking ***'s side and began to verbally assault and threaten me, calling me a "f***ing *****" many times to my face. I stopped counting at ten. I found it odd that the "customer" was not wearing a jacket since we are still in the middle of winter weather, so either he was ***'s friend or another employee from said store. *** also did not stay quiet saying that I looked like the type who has nothing better to do but to come into places to cause trouble. *** seemed to defend this kind of behavior saying that he was on his lunch break and he could do whatever he wanted. I do not find this series of actions appropriate for any of your employees, let alone the manager of one of your retail stores.

I do not feel as though I should have been treated this way because 1, I was only returning a couple of pre-played games to an in-store location as stated in your policy, and 2, my friend and I were followed outside of the Electronics Boutique and were harassed after we had already walked out of the store and politely told the manager thank you. I believe that even though *** may have been on his lunch break, he was still representing the EBGames name and should not have confronted us in the way that he did. He made us feel unsafe and unwelcome all for an issue that could have been resolved in a matter of minutes. I will not be returning to that particular store for obvious reasons and will be very weary anytime I shop at any other EBGames location.

[gtguru]

That sucks, some people are just jerks I guess. So did you end up keeping the games?

[Kayden]

...:shock:

[arsenalgear]

Mentioning the African-American thing just seems a tad racist, like you're trying to say that he was more intimidating because he was black, but you wanted a nice way to say it. I'd leave that out if you're going to send the letter to corporate.

[Rig]

Woah. That sounds pretty shitty man. I probably would've gotten myself into trouble with that situation. ;) Glad you stayed calm, and keep us updated!

[gmzone]

Be sure that you calm down first before sending the e-mail. That way you have a clear head about things. If you say you had that kind of experience, that's not a good thing obviously.

As for Gamestop/EB, there has been a lot of bashing of both on the boards, but I must say this. Bottom line - they care only about your money. These aren't mom and pop stores. And even if they lose you as a customer, they probably have more people lined up around the corner waiting to take your place.

[supermariomelee]

That sounds like someone that hates their job and seriously needs to be fired. Also, you could've asked him to call the EBgames.com customer service number and they would explain what to do for the refund.

[Ugamer_X]

That sucks, some EB stores have great employees, others don't...I hope you get somewhere with this.

[Steggy]

damn man, if I was put in that situation Id be totally shocked and Idk what the hell id do.

[DT778]

Mentioning the African-American thing just seems a tad racist, like you're trying to say that he was more intimidating because he was black, but you wanted a nice way to say it. I'd leave that out if you're going to send the letter to corporate.

Yeah you need to take that out.

[GuilewasNK]

Mentioning the African-American thing just seems a tad racist, like you're trying to say that he was more intimidating because he was black, but you wanted a nice way to say it. I'd leave that out if you're going to send the letter to corporate.

I am black, it is NOT racist.

[Nirvanaguy777]

Thats $$$$ed up man, really $$$$ed up, I hope you get some retribution on this matter.

[encendido5]

That sucks, some people are just jerks I guess. So did you end up keeping the games?

yeah, there was nothing else i could really do. i might go to another one later on and return them.

[encendido5]

Mentioning the African-American thing just seems a tad racist, like you're trying to say that he was more intimidating because he was black, but you wanted a nice way to say it. I'd leave that out if you're going to send the letter to corporate.

oh, i didn't think of it that way. i wanted to describe the person to see if he was an actual employee or not.

[cag1000]

i was declined an online purchase return last week. THE REASON... Cause the guy says I scammed him a few days earlier by trading in 6 Outlaw Golfs for 2 PSP games(which was a legitmate trade).

[Ugamer_X]

oh, i didn't think of it that way. i wanted to describe the person to see if he was an actual employee or not.
I'd keep the African American part in, but take the 6'0 part out...sounds like you are doing a report for the evening news.

[norkusa]

Mentioning the African-American thing just seems a tad racist, like you're trying to say that he was more intimidating because he was black, but you wanted a nice way to say it. I'd leave that out if you're going to send the letter to corporate.

It's not racist. encendido5 didn't know his name and it sounds like the man may of worked there. He's just giving a description of what he looked liked in case this is followed up by corporate so they could possibly dentify him if he was an employee. I'd leave his height in there too. I don't see how that is wrong.

encendido5, please let us know what happens. I'd really like to know if EB decides to do anything about this.

[JasonTerminator]

That sucks, but be happy that you had the first problem, or else you have nothing to complain about.

EB has no control over what employees do over breaks, despite how you felt about it.

[maxflight]

It's not racist. encendido5 didn't know his name and it sounds like the man may of worked there. He's just giving a description of what he looked liked in case this is followed up by corporate so they could possibly dentify him if he was an employee. I'd leave his height in there too. I don't see how that is wrong.

encendido5, please let us know what happens. I'd really like to know if EB decides to do anything about this.

yeah probably even more description wouldn't hurt, as well as adding something that would suggest that the reason for the description is to potentially identify the man as an employee or not.

[supermariomelee]

Just curious, did you ever call the district manager?

[encendido5]

I will definitely let you know what comes out of this. I did call the district manager and left a message on his machine, we'll see if he calls me back or not. thanks for all the input.

[sisco1986]

All i know is if that happened to me, someone would be leaving with a black eye and it wouldn't be me.

[vanlandw]

i would have been furious...i am sorry to hear about that...hopefuly you will get this all sorted out :-(

[MorPhiend]

Wow, and I thought that I had bad experiences at EB.

[judyjudyjudy]

I think the overall tone of the letter is very good; I'm surprised you wrote that much without going into straight ranting. The way you described the other black guy did sound kind of weird to me though. Maybe you should be more explicit in your wanting to know if the guy was an employee or not. Instead of saying "some big black guy named <name> came up to me and harassed me and maybe he wasn't a customer", you should say something like "some other guy came up to me and harassed me, I'm wondering if he was an employee, he was a big black guy named <name>". That's just my opinion tho; I might be overly sensitive.

[soulwish2003]

1 - Kick over magazine rack

2 - call the cops

[jho]

The last line of your email - you put weary instead of wary. Sorry about the bad experience - some people are just rude. You could probably try another EB and have no problem returning the stuff.

[Lina]

Damn... sorry to hear about that.

You have a lot more patience than I.

I'd be having my posse of muscleheads beating everyone that worked at EB currently.

[RBM]

I hope you get something more than a form letter/email in response to your complaint, but I won't hold my breath... :-&

Although I can appreciate the prudence of your withholding the store number or location in this thread, I'd be glad to know which store it was, so that I could avoid going there (assuming that one or both employees, whichever it turns out to be, remain employed & stationed there.) Too bad the store feedback database is kaput, or this would be a good basis for a negative review.

..and just to throw in a completely irrelevant comment: I find the new layout of the forums to be painfully ugly. I like some of the new features, but preferred the "cleaner" appearance it had, before.

[MorPhiend]

1 - Kick over magazine rack

2 - call the cops

a ahahahaha

This is not DDF, though.

Anyway, I think it is a good letter. I think people are making way to much of the "black" comment. Sure, someone could blow it out of proportion if they wanted to, but given the rest of the circumstances, I think they would be the biased one in that case. I didn't even notice anything, reading that comment, until someone brought it up. But then again, I wasn't raised very PC (and I hate it when people insist that everyone else be PC). I grew up in Las Vegas with just as many different minority friends as white friends, and they all made ethnic jokes all the time. It was not at all a PC atmosphere. So you may just be getting advice from the wrong person here, I don't know. But if anything, you should definitely give even more detail and ask them to check up on this guy as well. Just my 1.772453 cents...

[Tromack]

I am black, it is NOT racist.

That's your take on it. However, since he didn't say the race of everyone else, it obviously is rascist, no matter how benign it was. Just because it wasn'it hateful doesn't make it not rascist.
If the letter is sent, then there is no use crying over spilt milk. However, if the letter has yet been sent then he should take it out since it certainly doesn't improve his letter and I would say it detracts from the letter.

[encendido5]

I'm tempted to post the store location and the manager's name, but I will see how and if this gets resolved before I do. I am going to fix the letter a little with all your suggestions and send it out first thing in the morning. Here's the kicker, the manager wrote the district managers name and number on a piece of the ebgames receipt. I was reading through the back and saw this: "Returns & exchanges of ... Pre-played merchandise... will be accepted within... 30 days from the date on the PACKING SLIP if purchased from EBGAMES.COM!" I wish I had seen that before I left the store...

[Samurai X]

What the fuc* are these people doing in a video game store where kids go buy their toys they should be in the gutter.

[Samurai X]

Do everything you can to get those people fired !

[mykevermin]

I'd keep the African American part in, but take the 6'0 part out...sounds like you are doing a report for the evening news.

I'd agree with this assessment, though I'm loathe to accept reports that only discuss race when it's a non-white. Yes, the person's race is important (at least you have the clerk's name), but the treatment of "white" as the default category (what we assume the clerk is in the reading, since his race was not mentioned) is, to me, a bothersome way describing anything that is too frequently used by many people.

His height though? I'd not bother with that.

myke.

[darkshadows6000]

>> verbally assault and threaten me, calling me a "f***ing *****" many times to my face.

Okay. I give up. What's the 5 letter curse word that he was calling you?

[encendido5]

>> verbally assault and threaten me, calling me a "f***ing *****" many times to my face.

Okay. I give up. What's the 5 letter curse word that he was calling you?

sorry, i miscounted. it's fa*g*t

[jetlag16]

I also recommend that if you put in the race of one man, you put in the race of all of the men. Some people might not think its big deal, but you could get in trouble. To be on the safe side, describe everyone, or describe nobody.

[vietgurl]

dang man, that really sucks. i work for eb games and i still would have ended up completely losing it if something like that happened to me. nice letter, hopefully they'll do something about that manager.

[encendido5]

I also recommend that if you put in the race of one man, you put in the race of all of the men. Some people might not think its big deal, but you could get in trouble. To be on the safe side, describe everyone, or describe nobody.

Well, I think given the store manager's name, one can pretty much figure out what his background is, but I'll see if I can add a small description.

[emceelokey]

Post the name and the store number. None of us CAG's will side with any store especially if it has to do with a return of a used game that's still within warranty. Remember, EB Games will be around even if you don't shop there anymore and EB Games will still be there wether or not that guy is still working there. We can help get that guy fired though. Post the district managers number too.

[encendido5]

You're right.... I will give them till tomorrow and if I don't get a satisfactory response from either the DM or for the email I sent out, then I will definitely post it.

[Rodimus]

Sorry to hear about your story. I'm lucky nd found an EB with alot of nice people.

Anyways I'm not acusing you of anything but the story you wrote seemed like you might of left out parts. It's just that I've never seen anyone lose their "marbles" over something little like the store manager did without someone "egging" him on more. But maybe the guy just decided to go postal on you. If that's the case go get'em tiger.

[Quillion]

I'm the first to type this, but probably not the first to think it.

The story sounds almost too bad. I mean excessive. All you did is enter the store, politely ask for a refund, show him the receipt, politely ask for the DM when he refused, and then politely leave?

I doubt it went down exactly as described.

He then followed you (a polite customer who took no inflammatory or aggressive action) out of the store, and had his friend/employee verbally assualt you more than ten times, during which time no passers-by or Mall Security heard the altercation or decided to intervene?

The story doesn't wash.

[encendido5]

I did get annoyed at the fact that he didn't want to give me a refund, and may have raised my voice, but I don't think I gave him a reason to get so upset. My friend came up and asked me what happened and this is when he decided to go off on us. After all was said and done, I said thank you and left, I could have made it sound sarcastic, I don't know. Honestly, I think his beef was the fact that my friend came in and started arguing with him, but I don't think it was all that and definitely did not deserve his following us out and harassing us.

Oh and I did see a security guy pass by, I was going to ask him to help out with the situation but decided I didn't want to get security involved. He just passed by looking down at the floor pretending nothing was going on.

[Rodimus]

I'm the first to type this, but probably not the first to think it.

The story sounds almost too bad. I mean excessive. All you did is enter the store, politely ask for a refund, show him the receipt, politely ask for the DM when he refused, and then politely leave?

I doubt it went down exactly as described.

He then followed you (a polite customer who took no inflammatory or aggressive action) out of the store, and had his friend/employee verbally assualt you more than ten times, during which time no passers-by or Mall Security heard the altercation or decided to intervene?

The story doesn't wash.

Guess you didn't read the post above you.

[encendido5]

at least one good thing came out of this... I am now a cheap ass regular :)

[wubb]

Wow, that is a pretty crappy experience. My only suggestion would be on this:

"Shortly after, not more than 100 feet away from the store front, the "manager" confronted my friend and I while in a conversation of our own about the series of events that happened inside the store. He insisted on harassing us over the so called "interruption" my friend had done by asking me what happened. Oddly enough, someone who claimed to be a customer, a 6'-0" African American gentleman, who was not wearing a jacket got involved in our argument, taking ***'s side and began to verbally assault and threaten me, calling me a "f***ing *****" many times to my face. I stopped counting at ten. I found it odd that the "customer" was not wearing a jacket since we are still in the middle of winter weather, so either he was ***'s friend or another employee from said store. *** also did not stay quiet saying that I looked like the type who has nothing better to do but to come into places to cause trouble. *** seemed to defend this kind of behavior saying that he was on his lunch break and he could do whatever he wanted. I do not find this series of actions appropriate for any of your employees, let alone the manager of one of your retail stores."

To take out the part about the 3rd party coming up and taking the manager's side. You really have no way to know if it was another employee or the manager's friend. I'd just say the manager followed you out of the store to continue yelling at you. But you've probably already sent the e-mail anyway.

Too bad we can't get the manager's take on what happened here. I'm sure it would be very different. Don't want to say I doubt your story, but it does seem that you 'left parts out' as RD said.

Just to clarify, I'm not trying to say you did anything that warranted this kind of reaction. A retail employee should be professional enough to not scream at a customer except under extreme circumstances (physical abuse for example) IMO. Hell, I've argued with employees before and probably pissed one or two off.

[Kaijufan]

Sorry to hear about your experence encendido5. I hope that your future visits to EB games (if you ever go back) will be better.

[tauruskatt]

Bummer of a story there, there are jerks everywhere i suppose. Just keep in mind that unless this guy went totally out of the blue crazy on you ("postal" as a previous poster put it) that it takes at least two egos to have an argument, and there was probably a point where you put this guy on the defensive (i'm guessing somewhere between you raising your voice and your friend coming up and arguing being the last straw) now i'm sure from his point of view he was probably thinking, 'great, now i'm going to have Two guys yelling at me in my store'. Where there other customers in the store? was he busy? is he a new manager / is he on the chopping block? where you standing outside the store afterwards loudly declaring his incompetance? did his dog just die?

Well, you may not know about his dog, but, everyone has bad days. I'm not saying at all that any of that could be an excuse to his actions, especially the following you out of the store, which is ridiculous (and i'm pretty sure impossible/way against policy if he were the manager on duty). Just seems like the wrong things happened, maybe instead of getting defensive yourself, you could have cut off any arguments he had by asking him to call another store or his dm while you were there.

I for one would actually frown on you posting the store number and any names. If you feel seriously that you were threatened or accosted then you need to settle this matter with the dist. manager and possibly the police. Posting names and locations isn't really fair #1. You would be letting one sour grape stain that whole store, when there isn't need for it and #2 It could be considered slanderous or defamation of character, the internet isn't all annonymity.

I'd suggest cooling down before taking any rash actions, and also if anyone really does want to know desperately what store this was, they can PM you. besides, what are us posters in completely other states going to do with your info anyway? i'm never going to that eb. =P


~

[JibbaJabba]

I would also file a complaint with the BBB.

[manofpeace20]

I wish you luck with this, but sadly they will take the side of the manager and at worst he will be put on probation.

I won't go into details, but a few years back my sister was 16 at the time, and her 23 year old manager started coming onto her. At first she liked him, and they kissed and all that crap. But then the guy started demanding sexual favors, and she declined. After that, he tried to fire her and heavily scrutinized her. She turned to me for help as I am the oldest sibling, and I got my parents involved. My parents (mainly my dad) wrote complaint letters and even had an attorney involved. To sum the situation up, the guy got a slap on the wrist, the head corporate person stopped returning calls, and our lawyer backed down. Sadly, this isn't the first time we tried abiding by the law only to get shunned.

Wanna know how we get justice now? We fall back on our italian roots and take matters into our own hands. Lets just say this manager had trouble driving to work for awhile.

[tauruskatt]

jeash, manofpeace20's horror story > OP's

although...i dunnot know how peaceful this is...


Wanna know how we get justice now? We fall back on our italian roots and take matters into our own hands. Lets just say this manager had trouble driving to work for awhile.

luckily for you he didn't have some lawyers of his own come for you. i know some people who wanted to super glue a giant dildo on their old boss's car, i thought it was stupid and stopped assuming they could act their age, lol. =P

[manofpeace20]

jeash, manofpeace20's horror story > OP's

although...i dunnot know how peaceful this is...



luckily for you he didn't have some lawyers of his own come for you. i know some people who wanted to super glue a giant dildo on their old boss's car, i thought it was stupid and stopped assuming they could act their age, lol. =P

He never knew it was us. We aren't stupid in calculating revenge.

[supermariomelee]

Did you get a reply back yet?

[DenisDFat]

Sheesh. That's almost as bad as my EB experience a few months back.

[MorPhiend]

Sheesh. That's almost as bad as my EB experience a few months back.

Yeah, it's too bad that he didn't read your thread DDF. Then he would have had an example to follow and he could have went back in and kicked the magazine rack off of the counter. That would have showed them.:lol:

[2poor]

whoa. you kicked the magazine rack off a table DDF? when did you do that?

[MorPhiend]

whoa. you kicked the magazine rack off a table DDF? when did you do that?

About six weeks ago. (http://www.cheapassgamer.com/forums/showthread.php?t=40869)

[zionoverfire]

Although you really can't be blamed for missing it, it's probably the only topic/post/idea that he's ever written which is worth reading. I still wonder why in the hell he didn't just knock it over with his hand.

[2poor]

man DDF kept it realer than the eb employees.

[MorPhiend]

Although you really can't be blamed for missing it, it's probably the only topic/post/idea that he's ever written which is worth reading. I still wonder why in the hell he didn't just knock it over with his hand.

It's all about the Sweet Chin Music, zion.
:rofl:

[encendido5]

nope, no response yet. i'll see if i call the DM again today. I sent out the letter last week so I don't expect to receive a response from them until at least the end of this week.