Idiot EB B&M employees not letting me return stuff from the website

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BustaUppa

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Yes, here's an obligatory "bitching about EB employees" thread. But, to be fair, it's my first!

Ordered DOA 3 and Twisted Metal Black. I get them in the mail and there's two problems. DOA 3 is just scratched to hell and won't work, and TM:Black doesn't contain the online disc. Now I spoke to a customer service representative BEFORE PLACING MY ORDER about how I was looking for the Online disc for TM:Black. He assured me that I could order the game, and then just return it to a B&M location if it didn't have the online disc (the GH version is pictured on the site). Such versatility, thanks to their great new "return EBgames.com purchses in-store" policy! Right.

So I go to the mall today to exchange those two games. I really hate this mall, but they have three EB's in there, so I figure I should be able to find the games in stock. So I go into the first EB and tell them I have to exchange games from the website.

"From the website?"
"Yeah."
"Can't do it."

I show them the packing slip with the return policy and reassure them that they can, in fact, do it.

"We can only exchange it for the same item."
"Fine, do you have this game."
"No."
"Can I get a refund then?"
"No refunds on pre-owned games."

I whip out the packing slip that contains the written return policy and show him the part that reads RETURNS OR EXCHANGES MAY BE MADE ON PRE-OWNED MERCHANDISE WITHIN 30 DAYS.

He tells me that you can't get a refund on a non-defective game. I politely remind him that MY GAME WAS DEFECTIVE. More arguing. In the end, all EB's in the mall led to the same line of BS. This was frustrating.

Anyone else encounter such violent resistance to this simple, straightforward policy? Man, these people were pissing me off.
 
Eh. I dunno about all that.. but I'll trade/sell you my twisted metal: black online disc.. come with instructions.. never used.
 
They probably just don't know the policy. The EB in the mall took my return once and followed the policy to the letter. The new EB near me didn't know the policy too well and gave me store credit, which was fine. If worse comes to worse you can just mail back the games and they'll pay the return shipping.
 
Yeah I can always mail back, that's my last resort though. I'm more pissed off that I just wasted so much time in this stupid mall trying to CONVINCE these people (unsuccessfully) what their own store policy was. I could see them giving me trouble over the TM:Black issue, but with DOA3 (which flat-out did not work) they had no excuse.

One of the EB's had nice employees, but unfortunately they didn't know anything. They complained that EB corporate never told them about any policies. They were about to accept the returns, but they said they didn't know how. So they referred me to the manager... in the other store I had just been to.
 
I tried to return 2 defective Dreamcasts instore I got from EB Online and ran into the same problem. The online rep said it would be no problem returning instore so I could avoid the return shipping fees but instore they made me purchase something with the return credit and would not refund it to my credite card or put it on a gift card.
 
You should have politely asked them to please call corporate or a district manager or whatever to get your situation sorted out. Smells like those employees REEKED of laziness and arrogance. If it's a written policy that they don't know how to institute themselves, they should have took the initiative to phone someone so that they could take the proper steps to help you out. Just because they never done it before, doesn't mean it can't be done.
 
I would just mail it back. I had to do it once before and they paid for all the shipping costs too. In fact, I NEVER shop in the B&M stores, such horrible service and selection, it's just better for me to shop online.
 
[quote name='bmarquardt']You should have politely asked them to please call corporate or a district manager or whatever to get your situation sorted out. Smells like those employees REEKED of laziness and arrogance.[/quote]

Absolutely. I had to do this once, and the EB employee, even at a new EB, was very helpful. He didn't have the game (it was Disgaea) in stock, so he called every EB around trying to find it. He found one with a new one willing to trade a new disc for my used. So I did that, of course. Unfortunately for someone else, my disc got put into the "new" disc's case. This game was probably sold new to someone else.
 
First ask for the Store Manager of the EB store you are attempting to return the games. Show the store manager the return policy printed on your packing slip. If that goes nowhere, ask for the District Manager's name and phone number. Call them and explain that his Store Manager is not following EB return policy. He/she will contact the Store Manager in question and fix the problem. I went thru the same thing. I have not had a problem since.

You can also contact EBGames.com Customer Service and explain the problem. They will refund your return shipping charges if you go this route, but it takes more time.
 
First ask for the Store Manager of the EB store you are attempting to return the games. Show the store manager the return policy printed on your packing slip. If that goes nowhere, ask for the District Manager's name and phone number. Call them and explain that his Store Manager is not following EB return policy. He/she will contact the Store Manager in question and fix the problem. I went thru the same thing. I have not had a problem since.

You can also contact EBGames.com Customer Service and explain the problem. They will refund your return shipping charges if you go this route, but it takes more time.
 
It's been my experience that EB employees working in the mall are fucking jerks, while those working in shopping plazas are quite nice.
 
Since when did Twisted Metal: Black come with the online disc? It doesn't mention it on the info page for the game. As for DOA3, I've gone through the same thing with 4 of the past 10 Xbox games I've ordered from them.
 
Ordered DOA 3 and Twisted Metal Black. I get them in the mail and there's two problems. DOA 3 is just scratched to hell and won't work, and TM:Black doesn't contain the online disc. Now I spoke to a customer service representative BEFORE PLACING MY ORDER about how I was looking for the Online disc for TM:Black. He assured me that I could order the game, and then just return it to a B&M location if it didn't have the online disc (the GH version is pictured on the site). Such versatility, thanks to their great new "return EBgames.com purchses in-store" policy! Right.
Click to expand...

The online disc DOESN'T come with TM:B...and there isn't a trade in value for the online disc anymore, which means you won't find it at a EB store.
 
[quote name='Scahom1']
Ordered DOA 3 and Twisted Metal Black. I get them in the mail and there's two problems. DOA 3 is just scratched to hell and won't work, and TM:Black doesn't contain the online disc. Now I spoke to a customer service representative BEFORE PLACING MY ORDER about how I was looking for the Online disc for TM:Black. He assured me that I could order the game, and then just return it to a B&M location if it didn't have the online disc (the GH version is pictured on the site). Such versatility, thanks to their great new "return EBgames.com purchses in-store" policy! Right.
Click to expand...

The online disc DOESN'T come with TM:B...and there isn't a trade in value for the online disc anymore, which means you won't find it at a EB store.[/quote]

It comes with the latest greatest hits version of Twisted Metal Black. The original black label TMB and the original greatest hits version dont have it.
 
[quote name='pinoy530'][quote name='Scahom1']
Ordered DOA 3 and Twisted Metal Black. I get them in the mail and there's two problems. DOA 3 is just scratched to hell and won't work, and TM:Black doesn't contain the online disc. Now I spoke to a customer service representative BEFORE PLACING MY ORDER about how I was looking for the Online disc for TM:Black. He assured me that I could order the game, and then just return it to a B&M location if it didn't have the online disc (the GH version is pictured on the site). Such versatility, thanks to their great new "return EBgames.com purchses in-store" policy! Right.
Click to expand...

The online disc DOESN'T come with TM:B...and there isn't a trade in value for the online disc anymore, which means you won't find it at a EB store.[/quote]

It comes with the latest greatest hits version of Twisted Metal Black. The original black label TMB and the original greatest hits version dont have it.[/quote]
Thats news to me. I thought the only way you could get it was if you bought a network adaptor, but Im pretty sure that was a limited time deal, so I guess its logical they include it with TM:B.
 
Yeah if you look at a new copy of TM:Black (GH), it will say right on the packaging that it contains the online disc. I knew it was a gamble ordering it used and hoping for the disc, but they CSR reassured me before ordering that I could return it without a problem if I didn't get what I wanted.

And I agree with what someone said about mall employees. There's another EB by me that's just a part of a little shopping plaza, and I've always had a real easy time working with the employees there. They even broke the street date for me on the Zelda Gamecube bundle, last November. I might try returning the stuff there before I finally break down and mail the stuff back.

Oh and I agree, it's ridiculous that any mall would have THREE EB's. Don't ask me why, but this mall here in Long Island does. And they're all extremely close together, like a 30-second walk apart. And there's no GameStop presence of any kind.
 
Sure enough, I went to my "good" EB last night and had great results. When I explained my situation, they politely explained that they couldn't do a straight refund on a used website game. HOWEVER, since they didn't have those games in stock for me to exchange, they had no problem taking both of my games back and giving me full store credit. The really cool part is that they gave me back the normal store prices in credit, while I had actually gotten 25% the games originally. So not only were these people very easy to work with, but ended up getting back MORE in credit than I had originally paid. I didn't even notice this until I checked the receipt back at home... definitely a pleasant surprise!

Anyway I ended up buying Guilty Gear Reload with the credit, and I just got DOA3 new at Best Buy with a GGC. I'm sick of this hassle with Twisted Metal, so now that I returned that used one I'm just gonna get a new GH version at some B&M store, so there will be no possible confusion as to what I'm getting.
 
The one issue I've found with doing returns at the EB B&M store is that they have no mechanism to refund the shipping charge. They can refund you the purchase price and the tax on the purchse price, but not the tax on the shipping or the shipping charge itself.

Plus, you run into the situation like you had, which is them just having no clue that they can process a return from the website in-store. Their register system has to be "faked" in a number of ways to get the return to process, but it can be done, since the info they're looking for, like salesperson ID, and the like, can just be overriden. Since there's no field for them to add in a shipping charge or the like, you tend to be SOL with that facet of the return.
 
Lucky for me I used SAVER.

SAVER + PPLAY15 + Edge code... so sweet! And since they gave me back a full $14.99 for DOA3 in credit (instead of the $11.25 that I paid), I made out even better.

I haven't done this yet, but I hear you can get free shipping on any NEW item as well, as long as any other item in your cart is used. Once there's anything used in there you can use SAVER to get the free shipping. PPLAY15 and the Edge code will only apply to the used items of course.
 
[quote name='BustaUppa']Lucky for me I used SAVER.

SAVER + PPLAY15 + Edge code... so sweet! And since they gave me back a full $14.99 for DOA3 in credit (instead of the $11.25 that I paid), I made out even better.

I haven't done this yet, but I hear you can get free shipping on any NEW item as well, as long as any other item in your cart is used. Once there's anything used in there you can use SAVER to get the free shipping. PPLAY15 and the Edge code will only apply to the used items of course.[/quote]
Yes, you can. I just ordered Deus Ex (new) and Splinter Cell (used) a few days ago, and used Edge card, 15% off, and saver shipping. $15 shipped for it all. :)
 
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