Angry Letter Final Draft

GameStop
1450 Ala Moana Boulevard
#1235 Honolulu, HI 96814


Dear Gamestop Management,

Over the past years, my family and I have been satisfied customers of your store. We enjoy the countless genres of games, toys and movies that you offer to your customers, We also enjoy the different types of services you offer such as trading in.

However, within the past couple monte or so, we have had quite some issues with your customer service and you're employees. About 2 years ago, I witnessed "un-friendly" service. While standing in line at the Ala Moana store, a senior citizen that was standing in front of me was asking about buying a Nintendo game for his grandson as a birthday present. The man obviously did not have a clue about what he needed to buy, but that wasn't the problem. The issue was that the employee did not have proper manners when assisting the man. I and other people in the store at the time were getting a little frustrated by the way the employee was speaking to the old man. This therefore caused my family and I to immediately leave. Another incident that occurred just about 2 months ago at a different location was while my brother was trying to return a game. My brother, still being a minor, received a game as a present that was inappropriate for his age.  Being a gift, the game did not come with a receipt for obvious reasons. While trying to return the unopened, perfectly new game, we were told that we weren't able  to do so because we did not have the receipt. The cashier, however, did not have the best attitude. The tone of his voice and his body language really offset my family, causing us to once again, leave.

While shopping at other video game/entertainment store such as "Best-Buy" or "Toys-R-Us", I have noticed a more friendly type of customer service. Not that all Gamestop employees are unmannerly, it is that these other stores have better trained their employees to handle all types of customer issues and situations. I would request that employees would be not only trained on the basic protocols of the store, but on also having better customer service.I have noticed that there isn't a training program for these employees. I see that there is a video entailing common customer service manners, but I feel that newly hired employees should be trained more efficiently in some type of program or mentoring. 

Regarding the issues I do have with your store, I feel that is a wonderful place to purchase games and electronics. Your services are quite convenient. Also, I have no objection or disregard for your store policies. I just feel that the people in charge of your location could be more qualified in customer service.

I hope that you are able to fix the weak customer service aspect of your business, for it will indeed make locations more pleasant to purchase items from.  .


Sincerely,



Lennon Sullivan