How is Gamefly's return policy?

Just got a game in the mail from the latest sale they had.  There's several smaller scratches, and one big scratch that goes from front to back.  I tested the game and it works initially, but something tells me the game would lock up at some point whenever the game needs to access the location of that huge scratch.  Sent them a message about the issue saying I would prefer a replacement rather than a refund.  Has anyone had to return a game to them before, and if so, how did it go?  This is rather disappointing since I've gotten games in near-mint condition from them before.  Seriously considering never buying used games online again; every game I've bought online recently is supposed have been in "like new" or great condition and ends up coming heavily scratched.

Contact them and find out? No better way to find out than from the source instead of wasting time waiting on answers from people who may or may not know for sure.

I personally dont know. Only problem I ever had was a case get damaged during shipping and I sent them an email, 1 day later they replied saying they were 2 daying me a replacement case, I got it and that was that.

I bought Mirror's Edge from GameFly years ago. Usually when I buy used games I test/install them same day to make sure they work, but for some reason I forgot to do this, stashed it on my shelf, and kind of forgot about it. Two months later I went to play it and it wouldn't install. I contacted GameFly not expecting them to take it back and they refunded me and sent me a prepaid label. I was shocked and impressed.

That said, I don't think they do exchanges but I could be wrong.

I remember their phone support being very helpful and very friendly when I had to call them a few years ago about a game I bought getting lost in the mail.  Turned out the game was delivered to the wrong address.  So I bet they'd be pretty easygoing in helping you out there... if not, might want to try their phone support instead of e-mail.  But yeah, GameFly sticks out in my mind as having one of the better support teams I've ever dealt with.

Mercer said:

Contact them and find out? No better way to find out than from the source instead of wasting time waiting on answers from people who may or may not know for sure.

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I did, but I did want to know CAG experiences just for reference.

I'm not surprised their customer service is pretty good. This is the only issue I've ever had with them. But it does make me wary of buying any used games online anymore in combination with past experiences.

Got a response already, which is impressive, but I had to share this for how absurd it is:

"Thank you for contacting GameFly. We are sorry the game arrived damaged to you. If the original packaging is unopened, please do not open and simply write "return to sender" on the package. We can issue a refund to your account when the game is received back in our facility located at:


Currently, our system does not support a 1-for-1 exchange. If the packaging has already been opened, please contact us for further instructions. If you are interested in buying the game in the future and it is available to purchase on the Web site, you can re-purchase it at that time."

Of course the ing package was opened-- I said it was heavily scratched!  How the would I know that if it wasn't opened?!?!  Canned response fail.

Update: I sent a reply to the support@gamefly email and then submitted a new "Report a Problem" form.  Almost a week had gone by with no response as to how the hell I should return the game.  So I ended up calling them and the CSR I spoke to was very apologetic and immediately authorized a return, sent me a shipping label, and refunded my credit card.  So basically, if anyone has issues with Gamefly in the future, emails/using their website form is useless.  Just call them.

I have returned a few games to GF by using the report a problem link. They send a return shipping label and send a refund. No exchanges.

Process was smooth each time,

Dead of Knight said:

Update: I sent a reply to the support@gamefly email and then submitted a new "Report a Problem" form. Almost a week had gone by with no response as to how the hell I should return the game. So I ended up calling them and the CSR I spoke to was very apologetic and immediately authorized a return, sent me a shipping label, and refunded my credit card. So basically, if anyone has issues with Gamefly in the future, emails/using their website form is useless. Just call them.

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I've had a few games bought from them that have been damaged/non-usable, and they just do a refund without trying to do a replacement. Surprised that they send you a return shipping label to send back the game to them, though maybe they're starting to change how they're handling it.

I know when I ordered Wolfenstein from them and it never arrived, they didn't send out another one, they just refunded my credit card and on follow-up, sent me a $5 coupon for the issue.