I never complained about customer service but I just had the worst for so called loyal customers.
New store, new staffs, new attitude but unnecessarily good. I just received an email from EB 2 days ago telling me "As a special reward to you, we're offering $10 off your game preorder* when you present the voucher below at our xxx store from Thursday 4th September to Sunday 7th September."
I was happy to see such rewards for being a customer there for almost 3 years. However when I went there, I wasn't eligible because I've already put two preorders months ago and the $10 discount only can be applied for "new software preorders priced over $70 placed by EB World members at EB Games xxx from Thursday 4th September to Sunday 7th September 2014".
They can't cancel my existing preorder and put a reduced price on it. I also can't preorder another copy of the game. It has to be another game that I don't want to buy. After that I was disappointed and about to leave the store but one of staffs suddenly told me in a "polite" tone - "I can cancel your preorder now, is there anything else I can do for you today?". I felt angry and annoyed but I can't cancel it because the collector's edition of my fav upcoming games is exclusive at EBGames.
Such a great gesture for loyal customers.
I think it depends on the store. One store that I went to charged me shipping for a pre-order that I picked up in store. That's right, charging me shipping for a game that I had to collect from the store.
However, my local tends to do deals for me or throws in extras so I try to forward my business there.