Complaints

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:09/13/2024

  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.

  Discrimination.I go into this store at least 2 times a week most weeks more, with a bag and without a bag. I have never been asked for them to hold my bag while shopping and when they asked I showed them my bag and left.I can't count how many times I've been in and how much money I've spent in the store. I went in the next day to see if there were any posted signs or anything and there was nothing. I asked for the manager and was told "they try and ask for bags while people are shopping and not in the game area".I informed the manager of what happened and that I felt discriminated and it seemed like they could care less.Also while I was in the store I saw a couple people with bags and no one said a thing...

  Business Response

  Date: 10/08/2024

  Hello ****,

  You reached out to us directly via email regarding these concerns on the date of 9/13/24 and we responded there, but I am also responding via this complaint to ensure we have addressed things thoroughly. The policy regarding bags is something that we were implementing within our company and was to be something all customers must abide by. As explained in our email communications, if someone was going to be in our play room only- they are allowed to have their bags, but if someone were to be in our retail store area, it would need to be taken back to a vehicle or held behind the counter. We have spoken with all staff of all levels to ensure they are aware that this policy must be upheld for all customers and that no individual for any reason should be singled out. Upper management is continuing to monitor this situation to ensure that the policy is being handled appropriately. 
  At the time of your original email, we did have signage regarding this policy on the way in the mail. Due to mail delays it had not arrived at the time of your complaint. We do now have posted signage throughout the store of this policy as well as on the front door so that it is very clear what our policy is regarding large bags. 

  Thank you,

  Retro Shark Gaming Management

• Initial Complaint

  Date:11/04/2023

  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.

  On 11/02/23 I entered retro gaming shark. I purused for a while but nothing I wanted was under $40, and I wasn't looking to spend that much money. However I don't like leaving small stores, especially game stores, without buying some small, neat thing, for about $5. So when I saw that they had magic the gathering trading card booster packs that were themed to popular franchises that I like (Dr. Who & Lord of the Rings, respectively) I figured I had found my small neat thing. If you follow MTG you know where I messed up, I'm familiar with the game but I don't follow it, so I didn't know that these cards were expensive. And there was no way for me to know that they were expensive because the store didn't list the prices of these cards - they weren't even on a different shelf than any of the other standard booster packs. When the cashier rang up my charge I thought he said $16.99 (there was no point of sale screen pointed at me so I couldn't see the numbers) I thought $16.99 was too much for 2 packs of cards, and I almost called off the sale. But, it wasn't like $17 would break me, so I tapped my card. When I got my receipt I saw that I had actually been charged $69.99, "This was $69.99?" I asked the clerk, clearly indicating that I didnt understand how much the cards were going to cost me, "For two special edition booster packs, yeah." Was his only reply. I was gobsmacked, I didn't know what to do. Sure $70 wasn't going to hurt me, but it still sucked. I was embarrassed I hadn't stopped the purchase when I thought he'd said $16.99. I'm not a confrontational guy, so I left the store. But as I was driving off I decided that I didn't want to lose $70. I got back inside (within 3 minutes of my purchase) and asked them to take back their cards & return my money. The clerk called the ************ said it was against policy. They wouldn't give me a refund or even store credit. I still haven't opened the packs- I want my $69.99 back.

  Business Response

  Date: 11/04/2023

  Hello,

  I am sorry to hear that you were unhappy with your experience at the store. Our return policy is clearly posted in store, is stated in person by our representatives, and included on every receipt. Our representatives are trained to always state the total price before the purchase and payment is completed, and the items you purchased were collector packs, which are always more expensive than standard booster packs. TCG products are not eligible for return, especially after they leave the store, as they can easily be swapped with fakes (illegitimate/resealed) or damaged. This has happened to us in the past. We are not in any way stating that this was something that you did, but it is why our policy is in place. Because the items left the store, we were no longer able to confirm their validity as legitimate products and we cannot make exception to the stated policy or provide you with a refund. Included below is the stated return policy as included in store before purchase (on the back of our computer monitor) and on every receipt. Had you stated you wanted a refund before leaving the store, we would have considered making an exception, because we understand. But, by your own admission, you left the store with the items, and once those types of items leave the store, we have no way to confirm TCG hasn't been swapped with fakes and we cannot take them back or provide a refund.

  -----Return Policy------
  
  ALL Returns are for Store Credit ONLY
  Receipt is REQUIRED to perform any return
  7 Days against Defect on Video Games & Accessories
  24 Hours for Satisfaction on Video Games
  14 Days against Defect on Consoles & Controllers
  7 Days for Board Games sold as New, must be returned unopened for full store credit.
  7 Days for Clothing/Wearables and they must be returned in original packaging (if applicable), unworn, with tags still attached.
  No returns on TCG products, collectibles, snacks, or drinks. 
  ALL Returns are for Store Credit ONLY
  Receipt is REQUIRED to perform any return

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20825698
  
  I am rejecting this response because:

  A mistake was made, and I have attempted to rectify this mistake in a way that was fair to you, and to me, by offering to return your cards for my hard earned money. But you insist on your ridiculous non-return policy. Because of your deflection I no longer wish to make a return, instead I demand a full refund, on the grounds that you got a sale out of me by utilizing unfair business practices.

  I require you to give me back my $69.99 USD, because you did not disclose pertinent information about the cost of the cards you sold me.

  1:Your store did not have the price for these packs listed.
  2:There was no point of sale screen for me to see what I was being charged.
  3: Your representative didn't tell me what each individual item was going to cost me.
  
  You say that your staff are trained to state the total price before purchase, I'm sure they try to, but It is unreasonable on your part to assume that everyone who comes into your store is going to have perfect hearing, or that you staff are never going to misspeak, as such it is your responsibility to make sure your customers know the price of each item so that they are able to make an informed decision. By not listing, showcasing, or stating in any way the price of these individual items, you abdicated this responsibility, and profited off of the ignorance that you allowed to exist.
  

  with hope that you do the right thing,
  
  ***************************

  Business Response

  Date: 11/21/2023

  Hello again,

  Again, you say you didn't hear the price correctly but admitted to being aware of it before leaving the counter immediately after your purchase. Instead of asking to rectify the situation then and there, you left the store for awhile and came back in for a return after multiple minutes had passed. This is the issue. There is a reason we advertise that we do not accept returns on TCG. It has become a common scam for people to take said TCG packs, leave the store, then open them and search for the expensive cards. Then they will either reseal them or bring back already resealed/fake packs and return them for their money back. This has happened to us multiple times, which is why we created the policy.

  We are a small business that can't afford to deal with that. Had you asked to return it when you claim that you were made aware of the price, we would have happily done so for you. But you left the store for a bit and then came back in afterwards claiming that you hadn't wanted to be confrontational at the time. Now you are demanding that we give you your money back and let you keep the packs. Our policy is displayed right where the purchase was made and is there to protect us. No, we will not be giving you your money back and allowing you to keep the items. Had you asked to return the product in store, we would have happily complied.