Complaints

This profile includes complaints for GameFly Holdings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  GameFly Holdings

  6701 Center Dr W #670 Los Angeles, CA 90045-1555

• 

  Game Fly

  Po Box 535280 Pittsburgh, PA 15253

• 

  GameFly Holdings

  PO Box 30013 Tampa, FL 33630-3013

• 

  Gamefly

  12860 Interurban Ave S Tukwila, WA 98168

• 

  Game Fly

  1 Herron Avenue Pittsburgh, PA 15202

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in regards to my monthly service agreement. This incident occurred March 2023. I agree to pay $22.95 per month for 2 games mailed to me and I return back when finished renting. They commit to provide functioning game discs. However instead of testing the game first before sending it to me they sent me a non playable disc. This now meant after waiting 5+ days for this disc to arrive, now I'll have to wait at least 7+ more to get a replacement disc mailed in its place. I asked ethically and politely for a simple resolution as a small credit put toward my monthly bill to adjust for this failure to provide services that I'd already paid for. Gamefly refused so I'm here now making this complaint and seeking help.Thank you.

  Business Response

  Date: 03/13/2023

  We apologize the game was not playable and per your request we have submitted an 8 day service credit which will appear on your next billing, sorry for any confusion this might have caused.

  Customer Answer

  Date: 03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I find the way Gamefly, does business to be inappropriate and borderline discriminatory I went to purchase an Xbox series X from them. I called them to confirm that they had stock and they said plenty. The service rep informed me that after I placed the order, I needed to call back to verify the purchase, I placed the order online and did even receive an order confirmation. My credit card easily covered the purchase, and I received the verification from my credit card company as they always do for every purchase via text and then called back as I was instructed. I was very polite and happy to make the purchase. I did nothing to disqualify me from purchase . I made no request for credit from them or any payment plan. I paid in full. The representative told me I do not qualify for this purchase and cancelled iIf customer wants to make a purchase in good faith and has paid for it with no issues why would they cancel the order? I asked the representative on what basis. She said she couldnt tell me. I then asked again about their stock and they said they have plenty. I asked if they saw that my credit card was approved, they said yes. I was given, no indication of why and I made a good faith purchase approved by the credit card company. This is bad business and was not a good practice. I need to know why and I need the approval to purchase the item without prejudice. we will live in a free market society, but I found this to be oppressive. this BBB complaint may not be the only action I take if I find that their answer in solution is less than acceptable. Solution would be to sell me the product without prejudice and stop this oppressive borderline discriminatory process.

  Business Response

  Date: 03/13/2023

  The customer attempted to purchase an Xbox Series X and our internal fraud protection service flagged the purchase.  We reviewed the purchase and the information provided and we determined that we could not verify the information and because of that the order was cancelled.  It is the policy of GameFly that if we cannot verify the purchase information that the order is cancelled.

  Customer Answer

  Date: 03/15/2023

  19550833
  
  I am rejecting this response because:  I placed an online order in good faith. My credit card was approved and I received a confirmation. I was polite on the phone to the customer service representative. I guess anyone can refuse to sell to anyone. I am a valid customer. I have purchased from various companies online for years. I have never had a company void a legitimate transaction for frankly, in my opinion, no reason. This is America and free trade is a corner stone of our democracy. Selective trade is a repressive approach. I cant let this one go. This is never happened to me. I have decided to seek out other people who have also been affected by GameFlys, repressive Policy and after I do, I will decide what to do next. But this one I cannot abide. Thank you for your time.  .

  Business Response

  Date: 03/28/2023

  We at GameFly apologize for any confusion, but we have an internal fraud detection service that analyzes every order and unfortunately, we cannot provide service at this time.

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB officer,Please see the attached. I don't know why I got repeated charges from this website : ****************************** $16.91 since March 23,2022 for a total of 12 times. After complaining with their customer service, I was told they could not find any activities in their end either. Then the lady told me that the full refund will be issued back to me. I waited and waited, only got 5 months back, still waiting for the remaining 7 months. $16.91 x7 = $118.37. Thank you so much for your help.

  Business Response

  Date: 02/23/2023

  The customer created a free 30 day account on 11/23/2021 and entered their email address, physical address, phone number and credit card information into the GameFly website.
  
  The customer then was charged a monthly membership fee starting 12/23/2021 for the next 10 months until they cancelled the account on 10/22/2022.
  
  The member reached out on 11/10/2022 and asked for a refund for the monthly membership fees and we explained our policy is to refund 6 months if the member did not use the service.
  
  The customer was issued 6 months of refunds on 11/11/2022 (6mo @ $16.91 = $101.46)
  
  GameFly has issued 1 additional refund in the amount of $16.91 on 2/23/2023 as a courtesy to the member.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing this complaint in regards to how my circumstances on why I was not able to receive the game titles that were shipped out to the addresses that was on file at that time unfortunately since November me and my family have been experiencing a lot of hardship. We were put out of our home due to the landlord trying to raise the rent from there we didnt move to a friends house which was the lake Isis address, and their landlord wanted us gone from there due to it being a violation of their lease. I received an email from GameFly today, saying my account would be canceled due to me not being able to receive none of those titles and that I will not be able to continue services until one of those titles are returned Ive explained to game fly and to GameFly management team why I was not able to receive any of the titles. When speaking to the manager by the name of ***************** interaction number ******* handled the car very wrong he expressed that the company has the right to make that decision. Regardless of the nature of what the customer is going through. He clearly didnt have a cure and were only focused not truly providing customer service. I personally felt my my situation wasnt understanding one . We now stay in our own apartment where I would not have been receiving any issues on receiving the games. The manager clearly wasnt trying to hear that and wanted to exercise companies, right? Im asking that this situation be looked at by someone above ****** maybe upper management listen to the phone call and see how the call was handled into identify if there was an alternative option instead of escalating the situation my experience and customer service. I have never been able to handle a call like it was handled today I gave him a legitimate reason on why I didnt receive the titles, and the manager didnt have a care in the world because he made it seem it was affecting him personally, they refunded me my money, but refuse to allow me to establish services

  Business Response

  Date: 03/09/2023

  The member opened an account on 1/13/2023 and rented 3 games and then reported all 3 games as lost.  We were also able to locate another account where the member rented a game back in December of 2018 and never returned the game to GameFly.  Service will not be allowed until the property of GameFly is returned to our warehouse.

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gamefly falsely claims that Game items they shipped have not been returned to them.

  Business Response

  Date: 01/26/2023

  Customer rented the following games from ********************** and once in their possession removed the label from the cartridge and switched it to a different game. The label attached was not from a game they rented from GameFly, and then they returned the wrong game made to look like the game they rented.
  
  -Dragon Quest XI S: Echoes of an Elusive Age-Definitive Edition
  -Mario Kart 8: Deluxe
  -Splatoon 3
  
  Once this was discovered by our warehouse staff we immediately contacted the customer to let them know their account is now closed and that we need them to return the correct games we sent them, back to the warehouse.
  
  GameFly will process a full refund once all of the correct games that were sent to the member are received in our warehouse, but as of today the member has not returned any of the switched label titles.

  Customer Answer

  Date: 01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  GameFly (Business) continues to make false claims and statements, and change their story. Instead of being straight-forward and consistent, the Business for some reason chooses to give the BBB, ***************** and the Customer each a different list of disputed items.
  
  As Customer indicated in the initial Claim, Customer has also provided all email records sent to Customer from Business, of the Business confirming they already received any and all disputed items. Obviously, once a business confirms they receive an item, a customer has no power or custody over whatever the business' representatives may do to items in their possession.
  
  Please see the attached transaction records, direct from Customer's credit card provider, for proof of more false claims made by Business. Business made 3 fraudulent, unauthorized charges of $60.32 each on 2023-01-22, totaling $******, for a MONARK: Deluxe Edition (PS5), which Business will also fail to provide any proof of delivery to Customer. This is fraud. The Business is committing credit card fraud.
  
  Also, if you view the *** in each attached transaction ************** from AmEx, you will see that business also charged more than the price listed for Monark on the GameFly website. As of this writing, the GameFly listed price for Monark (PS5) is $39.13. Is it legal to charge a Customer for items which the Business has not and did not deliver to a Customer, much less misrepresent the nature of such transactions to a credit card provider? Is it illegal to lie to a credit card provider? Is it legal to charge a customer, even for items not requested or purchased by Customer, after Business confirms Customer account has been closed?
  
  For proper claim resolution, Customer demands a full refund of its one month of subscription dues ($ ***** + $ ****), and a full refund of the fraudulent charges made by Business ($ ******), for a total refund to Customer of $ 204.85.
  See Attachment/File: 2023-01-30 Ref. No.D-40180306 89f7cb3d-4394-4d01-95f2-b49404a35845

  Business Response

  Date: 02/09/2023

  The customer received the games then switched the label off of the game and returned to GameFly what appeared to be the original game.  The game sent back was not the same game, but it did have the original sticker that the customer switched.  ********************** will refund the cost of the games once the customer returns the stolen property.  Below is a list of the games that were not returned by the customer to ********************** and they were charged per our terms of use for a replacement.

  Splatoon 3 (Switch)

  Animal Crossing: New Horizons (Switch)

  Super *********** Ultimate ***************************************************

• Initial Complaint

  Date:11/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the free trial and was charged a hold on my account for 16 bucks. No big deal I knew it would happen. I started this on the 15th of this month and I'm now on the 25th of the month and no game. Two contacts with support later and I canceled my account. The agent was just like okay I'm canceling your account then. Lol okay. Save me the time of having to do it. If I could give neg stars I would. Expedited shipping my a** 10 days isn't 2 to 3 days turn around ********** and done with your trashy company.

  Business Response

  Date: 12/05/2022

  Member started a free trial on 11/15 and a game was shipped to him on 11/16/2022. The member then reached out on 11/25/2022 to say they wanted to cancel the account because they never received the game. We responded to the member to let them know the account was closed and that they were not responsible for the missing game. The member was not charged for the free trial or the game, so there is nothing to refund.

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed for a free trail to the company GameFly but canceled before the end date so I would not be charged but they proceeded to charge me 81 dollars for a game I did not order. Then I revived an email saying send the game back but I never ordered or received any game.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/23) */
  Member created an account on 11/1/2022 and entered the game ******************************* into their Q and the game was shipped to the member on 11/4/2022. The member then cancelled their account on 11/4/2022 right after the game shipped and did not return the rental so they were charged $81.55 for the replacement cost of the game. The member has not contacted GameFly to explain why the game was not returned and that is why they were charged for the game.
  
  GameFly will refund the cost of the game once the rental is returned to the warehouse.

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up after a while away. Received an email saying my account was closed due to already having one before. Well if I had one before i'd of used it perhaps. But to instant close an account is rude. No reaching out nothing. Then I complain and im told to make a phone call if i have issues. Well if I wanted to make a phone call i'd own a phone, or working ears. Which I dont.
  
  The whole process was rude and uncalled for, and Ive been shown exactly how much gamefly wants me as a customer. Zero. Wish granted.
  
  There is absolutely nothing you can do to fix this short of filing chapter 13 and closing up shop.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/14) */
  The purpose of the free trial is to give a new member the opportunity to try the service for free for 30 days to see if they like the service. This member had a free trial from 2/7/2022 until 3/8/2022 and then cancelled the account. On 11/7/2022 the member tried to create a new free trial and a member of Customer Service reached out to let them know that there was already a trial used and that they would need to restart their old account or they could create a new paid account but that they would not be allowed a free trial since they had one already. We ask that the member contact us via phone because it gives us the opportunity to explain in detail and offer any promotional offers if they qualify.
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No this isn't anything to do with a free trial. This is everything to do with creating an account and having that account deactivated.
  
  
  Business Response /* (4000, 9, 2022/11/28) */
  The new account that was cancelled was a second free trial and because the member had already had a free trial that was closed in March of 2022 the new account was closed by GameFly because it was a second attempt to open a free trial. Members are allowed 1 free trial per household and then they can either continue as a paid member or they can cancel the account, but we do not allow a second free trial to be opened.
  
  Account ******** was opened Feb 2022 and closed March of 2022 and the member opened account********* in Nov 2022 and was closed by GameFly because it was their second free trial.
  
  
  Consumer Response /* (4200, 11, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The buisness is stuck on this free**************** I care less about a free trial. They closed my account I had created. They are the ones the made the account have a free trail. Its not somthing you can pick on signup for an account.
  
  The issue is they cloesd the whole account. Then told me to take issue with a phone number and when told I cant I was told to use someone else to make the call for me.
  
  They can go****** themselves with eachother.
  
  
  Business Response /* (4000, 13, 2022/12/16) */
  The member is allowed an account, they are just not allowed a second free account. They are welcome to restart any of their previous accounts as a paid account, they just cannot open any more free trials.
  
  Here is a list of previous accounts that they can reopen as a paid account, or they can create a new paid account.
  *****************************************************************
  
  These accounts are in good standing and can be restarted as a paid account.
  
  
  Consumer Response /* (4200, 15, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no way to just create an account. I tried. It auto gives free month. You didn't even bother to make contact, just closed it down. You obviously don't want to fo buisness so you've lost a customer. My reviews on any place for your company will be as bad as they can be.
  
  You can remove and ban any account you think is mine as ill never be using your service again.
  
  I reject all your responces. ********************************

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a lost game today and for some reason they canceled my payment.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */
  The customer contacted customer service on 9/6/2022 to pay for an outstanding game. On 9/7/2022 we processed the payment for the missing game and emailed the customer to let them know the payment went through and they were now eligible to re-open their account.
  
  The customers account is in good standing and they can now reopen the account and start service.