I have been shopping with you guys for years, choosing to opt for paying a little extra because I always loved your stores, and they were a core part of me growing up with lots of good memories.
I have always had great customer service until the past two days, as I purchased my step daughter (The next generation of gamers in my family) Disney Infinity for her birthday and finding out less than 30 minutes later that her dad has already purchased it.
I called up the Bristol Gloucester Road store right away to be told that I was entitled to an exchange of credit note. (Fair enough - I shop with you guys all the time, probably spending over £50 a month on games or DVDs)
When I returned to the store last week and then asked the assistant why he was unable to offer a refund on this occasion, as it clearly stated that refunds are at the discretion of the manager. He abruptly told me that its because "we don't"
I then asked why this is the case? Especially as I called up 30 minutes after buying it, and in my opinion a great customer.
The assistant continued to be rude stating that "We are not a rental company!", and when I asked for the managers name he said "Jordan" then once I asked for his last name, he said: "Its just Jordan, why do you even need to know?" I explained to the lad that getting angry or aggressive is not a good way to speak to customers, and it won't do him any favours.
After biting my lip and feeling annoyed I left with a gift voucher, which frankly I don't feel like spending in that store again! As someone who has hoped that Pink Planet would continue - even into the next generation of cloud based and downloaded games, I can't help but feel like you will struggle retaining customers with such poor customer service. read more