Original post from April 11, 2023 - Tx - Gamestop gave my prepurchased ps5 to someone else. Did not check their ID when handing it off.

Happened in Dallas. My Son's 15th is in a week and I was getting him a PS5 I got off gamestop's site for shipped to store. It was the GOW Ragnarok bundle digital edition.

Long story short. I get there and they cant find my order. They check and it showed it was picked up. At first they threatened to call police claiming I was running a scam until they checked the camera as it was picked up just an hour before I got there.

Turns out the clerk did not check ID of the guy picking up the order. The clerk had all ship to store orders sitting on the back counter with the invoices taped to them. The guy had apparently read my name off of the order. The clerk grabbed it, typed up some things in the system and the thief left with my package.

I got pretty mad during the ordeal and started recording. The manager was verbally telling the clerk everything he did wrong there during the interaction but was refusing to make it right.

He said they only had disk versions of the ps5 GOW ragnarok bundle available and I ordered a digital version. (The one with no disk drive.)

They are refusing to refund the money or give me another ps5. I need to know if they are responsible here. The way they tried to explain it, since I prepurchased the unit, I was the theft victim. Not the store. So they were under no obligation to make it right. They are full of shit right? They are responsible for this as they were the one who got scammed right?

Update from April 14, 2023

I called the corporate line like most of you suggested. Thanks for that. Also F you for that. Holy hell that line was the WORST customer service I have ever dealt with. Including comcast.

Anyways. After being transferred from India to China to Taiwan and then to Malaysia. Or just 3 different departments whom had no clue what the hell was going on. Seriously… Warm transfers anyone? I finally got on the phone with someone who mattered. I had to send the video from my phone to them, but they finally agreed that the store screwed up. They gave me a replacement right away. They asked if the same store was a good place to pick up the unit, I said yes and they gave me some instructions for the supervisor there.

Get to the store and new employees are there. Manager I talked with had been hired yesterday so apparently this was bad enough for the previous people to be gone. Either that or they just hired a new manager. He had to make 3 phone calls to get the transaction processed. Its like they hired a kid off the street and didn’t train them. Either way doesn’t matter to me. Ill never be back to gamestop ever.

I get the unit home and noticed it was the disk version. At that point I no longer cared that it was an upgrade. I was done and never wanted to go through this process again. I just spent the day transferring his ps4 games to his ps5.

Side note. The guy who stole the ps5 got caught. The manager realized the situation halfway through and told me they caught the guy. Said he did it to several gamestops and got caught in the act at one of them.

Reminder, I am not the OP. This is a repost.