This is a review of the WEBSITE, not the store its...

This is a review of the WEBSITE, not the store itself. I have never visited the store, it is probably pretty cool.

The website, however, has the most awful customer service I have ever experience in my 20+ years of being a consumer. My first interaction was an online chat where the rep did not respond to me at all for the first five minutes, was incredibly disengaged, and closed the chat before I was done answering my questions.

Beyond that, their policies and practices for trade-in processing and purchases is pretty convoluted, but I thought I understood it from all the text on their website. However, there are a number of things that are not stated or are misleading, which has led to every transaction I have completed not working out how I thought it would. And every time I try to get an explanation for something or point out that they are not honoring their stated policies, the response from customer service is to either ignore, deflect, or claim they answered my questions (reminds me of a certain world leader). I complained about that first online chat - along with the fact that their shipping reimbursement suggests you used a shipping method that it is not actually allowed for shipping video games - and I never received any response. Their website information about your orders and available credit is often not up to date; same with their stock.

I hate conflict, and they have given me so much anxiety every time I try to do business with them. Their prices are the best on the internet, in terms of both out of print games and trade-in values, but it's really not worth it to shop there if you care about businesses being honest and open, and honoring their policies.