[quote name='blindinglights']Most of the time I've been able to exchange, but you can get some employees that will say no to swapping.
The last time I tried to exchange one was at a store I don't normally visit and I asked about exchanging for a copy of the game with the case and manual and the guy, who identified himself as the manager and was the only one working in the store, said to me "Ordering online is a crap shoot. Sometimes you get the box and stuff and sometimes you don't." So I told him that I knew that, and I was just trying to exchange it here in store and he said "We don't do that." So then I asked if he could tell me what other stores in the area had the game in stock and he just flat out refused, saying that no other stores will exchange it either. I just left after that.
I drove about 5 miles down the street to another store and the guy working there exchanged the game no problem. I told him about the other store and he seemed surprised and said they did exchanges like this pretty regularly for online orders.[/QUOTE]
The "manager" was more than likely a newly promoted shift manager that didn't understand how inventory and end of day profit lines works. Employees there are told to keep returns to a minimum.
You, and anyone who wants to return a game ordered online, is completely in the right. In this case there is actually no return necessary unless the game is defective. Even then it does not effect your profits at all because the product is removed from your inventory as if it were shipped to the warehouse, not as if you did a real time move.
Shift management at GameStop is probably the easiest key holding position in all of retail to get into to. I was promoted there the very day I turned 18 and would have gotten it earlier had it not been for legal issues. Looking back, I wasn't really even good at my job until I had about a month of experience. I'm sure I made some bad calls. It really stinks for the customer.
EDIT: Just got my package. I order 1 copy of "Wii - Lego Star Wars III The Clone Wars" which arrived complete and 2 copies of "X360 - Carnival Games: Monkey See Monkey Do" both had cases and one was missing a manual...both discs are lightly scratched and you can even see where they put a tag over top of the defective tag. Here's hoping amazon will still take the copy without a manual. Otherwise I'm stuck with this rotten game because nobody has it around me.