Complaint Review: Gamefly

  I have been a customer of Gamefly for quite sometime. And I have used there services for my family off and on for many years. As of late I discovered a problem with Gamefly's delivery. I would send a game back and await my next game in the Que. It would be many weeks and I would not receive any of the requested games I asked for. I would then send an email to Customer Support. And they would promptly write back and tell me “We apologize for the inconvenience. And we will send out the next game in your Que”. This would happen from time to time. And sometimes I would receive an email stating that they indeed did receive the game. And other times I wouldn't receive anything at all. This same issue took place a few weeks ago. I awaited my next game to be shipped out. And the same problems as before occurred. I did receive an email but this time it frankly stated “We are canceling your service”. I asked them directly thru many customer service representatives as to “Why would you cancel my account? Im a paying customer. Why send me an email terminating my membership so abruptly?” There reply was this address was “High Risk” and they cannot send out games based on the “Ratio Of Loss”. As mentioned I have been a member on and off for many years. And rather than taking into consideration the games that have been received. They based there conclusion on the games that have not (Which I later was told it was three). - I begged for someone to call me. They stated that the correct number was not on file. I gave them the correct number and no one called me. - I asked to speak with a manager they refused. - I asked for the corporate office number. They refused to give it out. The constant refusal of “Customer Service” from agents who represent “Customer Support”. Was getting very redundant. But when the communication turned from redundant to disrespectful this is what prompted me to file this report. They advised me “If the games that are missing do indeed arrive back to us. Then we will review your account and make a determination on if we will re-open it”. Basically indicating to me that I stole these games. And if I return this “STOLEN” property that they would consider reopening my account. I have never been so insulted in my life. I asked for help and nobody gave it. I asked to speak with a higher ups and they responded with a robotic corporate denial. The appropriate way of handling this issue would have been very simple: 1.) They should have given me some sort of warning. Stating that the games have not been returning to our warehouse. And KINDLY suggested I use another locked mailbox. Otherwise the account would be terminated. 2.) They should of reached out to me. And explained the reasoning behind shutting down the account respectfully. And offered some sort of resolution. Not a take it or leave it ultimatum. 3.) As a customer. They have had no problem collecting my monthly payment. But when asked to speak with a corporate officer. They didn't entertain it. And they did not even give a managers extension and or email. They basically gave me a 1-800 NUMBER and told me good luck. Video games are suppose to be stress relievers. Entertainment for families. And distractions from everyday frustrations. And as a customer. I should be listened to. Assisted. And most of all respected. Gamefly has not only refused to offer these games. But they refused to offer this service. When a company monopolizes the industry. And becomes a corporate entity without any attention to Customer Support in return for Customer Loyalty. Then that company will be doomed to fail. We have been a loyal customer to Gamefly for many years. And rather than taking that into consideration they closed the account based on a unreliable mailbox. But not considering the reliable customer. I do not recommend this service to anybody. And I do honestly believe you are better fit renting from a local Blockbuster or Redbox Kiosk. Then dealing with a discriminating entity known as Gamefly.