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GameStop Canceled My Wii Order

Posted Wed November 5, 2008 12:00 pm, by Christy S. written to GameStop.com

Write a Letter to this Company

This order was placed November 1, 2008 and extra shipping was paid to get it in 2 days (USA 2-Day - $19.98 and USA 2-Day - $27.48). Apparently this order was marked as "closed" and upon further inspection it was "cancelled". No email was sent regarding this, of course.

Once I finally got through to Gamestop, I spoke with a representative (says he's the only one there by that name so he should be easy to find). He stated the order was cancelled because the number used was not a working number. It is a working number, it is in fact a fax number which is ALWAYS used when my mother places orders. It's in her and my father's name, on her credit cards and in her home. She has an unlisted number and that number in the past as been "given" away to other business. So this number is the one used for EVERYTHING and has never been an issue until now. So he went on to explain it's Gamestop's "policy" to not accept fax numbers. No where on the order page or any where else on the website does it state a "call for verification" will be made OR that a fax number is NOT acceptable. Only specifications made are that you will not deliver to a PO Box.

Now that is a problem and a major lack of communication from Gamestop. So a $600 plus order was canceled and the representative was rude and not helpful. He kept spouting off what a supervisor was telling him. The supervisor refused to get on the phone and speak to me. I asked what Gamestop was going to do to help make this problem better. The representative said "nothing" b/c it was my and my mother's fault we used a fax number when that is against Gamestops policy (which I again asked where is it stated that I can't use a fax number and he told me no where but that "everyone" knows you can't). I asked for free shipping on this order as I was willing to place it AGAIN. I was told no over and over again. He got ruder and very disrespectful talking about how he has never had any one use a fax number before and that this was fraudulent and he's been shopping at Gamestop since he was 16 yrs old...great for him, doesn't make me happy. I have several witness' that were in my office at school who overheard this ENTIRE phone call and were appalled at the rudeness I encountered from customer service at Gamestop. And amazed that the supervisor refused to get on the phone and make things right. How hard would it be to give me free shipping so I would place my order again? That a lot of money Gamestop is now losing.

This is one company that obviously does not care about the customer! Why would I or anyone else I know want to shop here ever again? Because we aren't talking about a 20 dollar game we are talking about a 600 dollar Wii console, games and fit bundle that is now not going to be here in time. So, would have free shipping had been such a bad thing to offer now?

Free game for Wii that I have now ordered elsewhere.


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by Leah T. Posted Sun November 9, 2008 @ 3:10 AM

"Your receipt of an electronic or other form of order confirmation
does not signify our acceptance of your order, nor does it constitute
confirmation of our offer to sell. GameStop reserves the right at any
time after receipt of your order to accept or decline your order for
any reason."

that is directly from Gamestops website. it toook me less than a
minute to find. went to gamestop.com....scrolled all the way down.at
the VERY bottom, click where it says"condition of use". go down to
order policy.....there? see it? good....now...

they reserve the right at ANY TIME after you place the order, to
DECLINE it for ANY reason. it being a fax machine number, falls under
the ANY reason category.

i do wonder why your parents fax machine is being used...is this their
card? if it is, shouldn't they be the ones to be reporting the
problem? if they can't use the internet, or phone, how would they use
the Wii? correct me if im wrong there,though. i could be.

also...about the whole school thing....you had the conversation on
speaker phone? isn't it a bit rude to broadcast your personal life at
your place of work? maybe your 'witnesses' at school were also
appalled at the fast they had to listen to it period. not just because
of the game stop representitive, but because you choose to take care
of this there, and obviously, on speaker phone.

it had to be speaker phone, cause otherwise, they would have just had
your side, and wouldn't be able to judge if you were just being rude
to the representitive, or if you were being rude because they were
being rude.

so, would reading the right part of the website have been such a bad
thing to do now?


Correcton by Wolf Mon November 10, 2008 @ 10:20 AM

i wasn't fully clear by Leah T. Tue November 11, 2008 @ 11:48 PM

Ah by Wolf Wed November 12, 2008 @ 10:09 AM

by MayDay Posted Fri November 7, 2008 @ 10:47 PM

When I was working in optical, we would get patients who would provide
a fax number and when their order or if the Dr. needed to speak to
them we had no way of contacting them. It would infuriate us to no
end.Or if they made an appt. and no showed we would call and get that
annoying beeping/static thing.

Gamestop figured it wasn't a legit order if they couldn't reach anyone
by phone, they don't want to get screwed out of $600. I'm sure by
giving them a regular phone number that they would never contact you.


I mean other than.. by MayDay Sat November 8, 2008 @ 5:08 PM

by dulynoted (aka duttycalls) Posted Fri November 7, 2008 @ 5:25 PM

Christy...just on a want to know basis...when you purchased another
system/bundle package was the price the same as git was at Gamestop?


by Donno Posted Fri November 7, 2008 @ 10:53 AM

that Gamestop has the common sense to cancel an order in which someone
provide's a FAX number where a contact telephone number is called for.
That is standard fraud prevention.

Free game? Free shipping? I think totally not. Witnesses to what?
Attempts to bully the company reps into compromising standard policy?


by calm Posted Thu November 6, 2008 @ 7:33 PM

and not TTY or something else -- and I agree with them that it's
common sense that they want a number at which they can easily reach
you during the day, not your mom's fax machine, and reach you
immediately for an order with second-day shipping -- you wouldn't have
been there to respond immediately.

Meanwhile, the clock was ticking. People who pay extra to get items
in two days do not tend to appreciate it taking an extra day or two
for the items to ship because there's a question they need answered or
a problem they need solved (and I agree that it may have been as
simple as wanting to reduce the chances that you were a scammer hoping
the item would ship before they caught on).

I can absolutely see why, when they were unable to reach you using the
contact information you provided they canceled the order. If you had
a way to respond quickly to calls to the fax number -- if your mom had
Caller ID and was ready to check and call you ASAP if GameStop showed
up on it, for example -- you could always get it straightened out and
place the order again in time for the Wii to shop.

I can absolutely see why they wouldn't offer you free shipping, if for
no other reason than that it would cost them money once word got
around that by making it impossible for them to reach customers who
make expensive last-minute orders with small errors that need to be
corrected customers could force them into free shipping. That's the
downside of the internet when it comes to customer service: companies
have to keep in mind that today's "just-this-once courtesy" can be
tomorrow's established precedent, and I don't know what the profit was
on that Wii console, games, and fit bundle, but I bet it wouldn't take
too many customers getting free shipping to cancel it out -- even if
you only meant standard shipping, not two-day or next-day.

by C D. Posted Thu November 6, 2008 @ 7:31 PM

There is a very good reason that you are asked for both a bill to
address and phone number when you place an order online. An extremely
common method to verify orders against fraud it matching this address
and phone number against the information your credit card company has
on file for you. If they do not match the order will get canceled.

Now onto you situation, for larger orders many fraud departments will
take the additional step of calling the verified phone number to speak
with (hopefully) the cardholder to verify they are aware of this order
(guards against things like kids using parent's credit card without

Having a fax number on file with your bank is FOOLISH, you might has
well have given them a fake number. If someone was every to use your
card fraudulently the bank would have no way to contact you besides
through the mail. This number is not used to market to you, its used
to protect you. By not having a valid contact number you open yourself
up to fraud.

You'd probably be even more mad if someone using your card info made
and order and Game stop shipped it. You can't have it both ways as far
as canceling your order for not being able to contact the cardholder
they were right.

The rep you spoke to didn't explain the situation properly at all.


by Erik the Plumber Posted Thu November 6, 2008 @ 5:06 PM


Phone numbers and fax numbers are two different things.

That is all.

by Nin Posted Thu November 6, 2008 @ 3:45 PM

First off, yes, you should have provided a working number. Maybe the
number to your office?

However, I do know where you are coming from with Game Stop being
rude. I have all but stoped shopping there. Their loss seeing as hubby
and I both are HUGE gammers and go though games like TP.

I get so tired of the whole "*snort* you are buying THAT game"

Sorry we are not as cool as you Game Stop employee. You know, cool in
the way of living with our parents, working at a game store and
spending your nights playing D&D with your buddies.

I have no solution, just wanted to rant with you.


I love this response! by RedheadwGlasses Fri November 7, 2008 @ 9:12 AM

Gee, thanks. by marty22 Tue November 11, 2008 @ 6:27 PM

by RowdyRetailer Posted Thu November 6, 2008 @ 2:12 PM

I am assuming you ordered online. Perhaps they called to verify and
your mothers fax machine was beeping doing its thing. Why not give
them a home phone number or cell number, not a fax line number. Seems
a bit odd to me.

Furthermore why cant you just walk into the store and order one there?

I am not sure if those are still in high demand or not. I know the
toy guitar game is quite popular for some reason. Strumming a toy
guitar, seems quite childish to me, but whatever.

Good Day


by dulynoted (aka duttycalls) Posted Thu November 6, 2008 @ 8:04 AM

You can use a fax number but you have to tell them it is a fax number.
If you did this then yes, Gamestop was wrong to not forward a faxed
message to you regarding this order. However, if you failed to mention
or write down that this was a fax number I am sure if they tried to
reach you they got that dang high pitched noise which is horrible to
have to hear.

On a lighter note...you are lucky they cancelled this order. You can
(as a previosu poster wrote) probably get this on Ebay for 1/2 the
price...and that is for the complete system you were ordering.
Maybe saving $300 doesn't matter much to you but if you do decide to
buy this system on Ebay for 1/2 the price you were going to pay at
Gamestop, please forward me your savings...I will gladly put the money
to good use.


We bought ours today by Casmly Thu November 6, 2008 @ 4:21 PM

he must have really ordered a lot of extra games or something by dulynoted (aka duttycalls) Thu November 6, 2008 @ 4:38 PM

by MA Cunningham Posted Wed November 5, 2008 @ 8:17 PM

If you paid that much for a Wii with the Fit bundle, even with
expedited shipping, you should be grateful they 86'ed your order!
That was a rip off! Even 2 years ago when the system was brand new
and people were clawing the shelves for them, they only went for that
much on eBay!

Secondly, you (or your mother, or whoever placed the order) used a
credit card if this was placed online. It stands to reason that in
the anonymous, faceless online world, that they would need some way to
reach the cardholder. It's a safety precaution, not a marketing ploy
and I don't blame them for rejecting a fax machine. If no one answers
that phone but the machine, it's considered invalid.

If you claim they don't care, you bought the system elsewhere and they
treated you so rudely, what reason would they have to give you a free
game or free shipping or free anything?

They asked for a valid phone number. You did not furnish that. They
canceled the order. I don't see how this is Gamestop's fault.

by Zan Posted Wed November 5, 2008 @ 5:13 PM

Companies request telephone numbers in case they need to speak with
you. I'm guessing that due to the high price of the item purchased -
and perhaps it was your mother's name on the credit card and your name
as the shipping address - the order was flagged as a potential
security issue. They tried to contact you to verify that it was a
legitimate order, and couldn't reach you because you provided a fax
number instead of a telephone number.

I'm sorry you won't get your Wii, but I don't think the company did
anything wrong. In fact, I find it reassuring that they take such
measures to prevent credit card fraud.


by BlueGirl Posted Wed November 5, 2008 @ 4:00 PM

You have to see it from their point of view. Someone places an order
for a large ticket item and request expedited shipping. Gamestop
attempts to contact the customer at the number provided and that
number is no good. For all they know someone is trying to run a scam
or it is a fraudulent purchase. A fax number may have been fine for
other companies, but then maybe they didn't try to get in touch with

It is not okay if the representative was rude, but you can't be upset
that they tried to protect themselves from possibly being scammed.

by petalmom Posted Wed November 5, 2008 @ 3:54 PM

They asked you for a telephone number. A fax number is NOT a
telephone number it's a fax number. If you chose not to provide it
that's up to you but they are perfectly whithin their right to cancel
your order.

Also, something tells me that you were not all that polite either.
That crap about the customer is always right is just that, crap.


by Just Plain Harleycat Posted Wed November 5, 2008 @ 11:18 AM

I think not accepting a fax number is a perfectly acceptable policy.
The reason you provide a number is so they can contact you if they
have any questions or perhaps have issues with your credit card. What
are they supposed to do, send you a fax?


LOL! by MA Cunningham Wed November 5, 2008 @ 8:19 PM

Or.. by Just Plain Harleycat Thu November 6, 2008 @ 9:51 AM

by Christy S. Posted Wed November 5, 2008 @ 10:24 AM

Don't worry, I realize getting a free Wii game is unrealistic, just
thought I'd throw it out there!


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