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December 28, 2008 6:52 PM

Moderate | Flag for review

Bad service - I had it for a month, and rented exactly one game: The Orange Box. I returned it, and after waiting seven days for a new game (with none arriving), I canceled the service. I was then sent a bill for the one game I'd rented, even though it had arrived and been checked in.

I now get an e-mail every three or four days offering me a special on joining again. When I go to look for any game I'd want to play, there's always a wait...but I can buy a used copy of the game if I'd like!

1 replies

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Brian VanDerlaske

December 29, 2008 3:24 AM

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here's what I got from gamefly customer service after 4 or 5 rounds of complaining. i hope this explains why the game availability and the game you receive never match up:
\"The availability statuses on the Web site reflect inventory in Los Angeles, Tampa, Austin, and Pittsburgh. Therefore, while the game may be \"Available Now\" or \"High\" according to your Q, it may only be available in the warehouse that is more distant from your residence. If this occurs, we search our inventory and ship games from the facility that can best serve you. We do re-order key titles regularly but can still run short at times because our inventory status is also dependent on the number of games returned by other members.

We assign priority for rentals based in part on when the title is placed in your Q. Our system tracks the date you place a game in your Q when determining who is is eligible for the next readily available copy. Since we receive game returns throughout the day, if you have an available rental slot and a copy of the game is returned, and you placed had placed that tile in your Q prior to the other members who are also requesting that game, we would ship that copy to you.\"

so basically the availability may be high at one of the centers and you might get it if that is your center, and if someone else hasn't had that game in their q at a higher level than you. i'm amazed that the stars actually lined up for me and i was able to get a copy of fallout 3 for my 360!

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December 28, 2008 7:10 PM

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Odd - I have fantastic service from Gamefly, awesome turn around times, and excellent customer service(the one time I needed it). Been with them for over a year, bought a few games. No complaints from me.

7 replies

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jrs199

February 7, 2009 6:00 PM

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I used gamefly several years ago and it was pretty good. I stopped using it a few years back and started up again about 3 months ago. So far it has been less than impressive, they don't seem to have enough copies of the most recent games. I have been getting games that are 10-11 deep in my que and it still takes a while to get them.

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December 29, 2008 7:19 PM

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@SomeoneGNU: I've been with Gamefly since near its beginning. While I have been mostly happy with the service, as it has rapidly grown larger, I find that most of the games on my queue have \"low availability\", so I end up waiting days for something to become available to be sent to me. They need to stock up!

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narq

December 29, 2008 6:52 PM

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@SomeoneGNU: I also have Gamefly and only had a problem with the service 3 times. When I first signed up it was taking forever to get my games, so I sent them an email. They were shipping from the wrong distribution center and it was taking longer to get the items to me. They fixed that, now I get them in less than 5 days.

It should be obvious, it's the mail stupid. Gamefly uses fast ship, which is like a tracking number for the mail. Through this, they know when you sent the game back and can send the next one on your list. If the USPS does not scan it, then they aren't notified. I was explained this by Gamefly, the postal service is not dependable. Also, items get rerouted, lost, or stolen. You simply cannot blame Gamefly for the mail taking this long to get the games back and forth. Sure netflix is fast, but you don't know why they are fast and gamefly is slow. Maybe they ship differently.

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December 29, 2008 1:04 AM

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@SomeoneGNU: If I didn't live 2.5 hrs away from one of their distro centers (in Pittsburgh), I probably wouldn't bother with GameFly. Even living this close, it can still take days and days before they get my returned game and then another day or two before they send out the next one.

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December 29, 2008 12:45 AM

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@SomeoneGNU: It all depends on where you live. They don't have nearly the amount of distribution centers as Netflix, so of course millage will vary. Ever since they started their rapid return program my turn around time has shortened greatly. But you have to make sure you drop off your returns to a compatible post office.

If you guys think Gamefly has issues, just take a look at some of their 'competitors'. I tried Gottaplay a few months back when Gamefly was too slow for me - BIG MISTAKE. I just had to send a complaint to the BBB about them this morning. I never heard of a company that has a customer service #, which the number only plays an automated message to e-mail them, to which they never reply. In short do NOT mess with them.

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December 29, 2008 3:48 PM

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@TKWarrior: Dropping off videos at a post office seems like a giant PITA. I had gamefly for a couple months with the 2 out system. If I returned either one it would be 2 weeks before I see another game. So if you returned one at a time it was more like a 1 1/2 game per month. The local Blockbuster offers a similar system but obviously you can trade games out whenever you like, as often as you like.

Until they start offering faster shipping I'll stay away from them.

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Morte42

December 28, 2008 7:26 PM

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@SomeoneGNU: I've only had one time where Gamefly messed anything up, by sending me the wrong game, and 1 email and 1 business day later, they told me they had shipped out the next game on my cue and to simply mark out the barcode the incorrect game's sleeve and send it back. the next day the correct game was there.

Gamefly has just recently started to allow the USPS to inform them of when you send games back via the barcode scan, meaning the Gamefly ships the game as soon as the USPS gets it, not when it gets to the receiving center.

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Jade Robbins

December 28, 2008 7:12 PM

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My only problem with gamefly is the turn around time. Before Netflix got a new distribution center near me I was used to 4+ day turnaround and MAYBE could get over gamefly's horrible turn around time. But now that I literally get a two day turnaround from Netflix the week and a half from gamefly is completely unacceptable.

1 replies

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htifun

December 28, 2008 8:59 PM

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I have no problems with their service either. Its as fast or faster than netflix for me. of course, i live in the same city as one of there warehouses - austin - so maybe that has something to do with it. I love GameFly... My only gripe is that i dont know if i play enough games to make it actually worth while. Jury is still out on that one.

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December 28, 2008 7:13 PM

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I tried Gamefly on two separate occasions. About 4 years ago and again 2 years ago. I canceled both times after only a few months for the same reason:

The time it took after I sent a game back to receiving the next game in my Game Q was between 7-10 days - It's much cheaper for me to stop in at my local video store and rent a game on my way home and I can rent more in a months time than even possible with GameFly.

1 replies

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December 28, 2008 7:14 PM

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@BankerBryan: Correction, the last time I used Game fly was last year, it hasn't been 2 years yet.

I doubt their service changed any.

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Anonymous

December 28, 2008 7:14 PM

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I've had gamefly two separate times now (with a lull during the time I was in Europe), and I have been very happy with the service. The turnaround time can be a bit slow from time to time, but I noticed that after a distribution center opened up in Pittsburgh, my turnaround time is down to about 4-6 days or so. (I live in Northern Virginia).

I have also had a game or two lost in the mail. By using the correct prompt on the website to declare the game lost, everything was cleared up and my new game was sent.

Many times there is a delay in games because of low or no availability. If a user's queue is only filled with games on delay (low/medium availability) then there could be a delay in shipping.

I can agree that there are a few too many emails, but I have been pretty happy with the service as a whole.

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December 28, 2008 7:17 PM

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Maybe it depends on your location. I had the service for a while in Seattle, and it was OK -- decent turnaround times -- and had it again when I moved to Wisconsin and had the kind of experience described above (received one game during an entire month-long billing period).

I don't think Gamefly is a scam, but whatever relationship Netflix has with the postal service, it makes other online rental services look terrible by comparison.

1 replies

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Blitzgal

December 28, 2008 9:23 PM

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@Weirdsmobile: I also live in Wisconsin and can attest to the long mailing times. My mailing center is supposedly in Texas, but I still have the same three to four day wait each way as I did when they shipped all the games from California. I also had an issue of missing games but that was sorted out when I received notice from the Feds that a postal worker in California had possession of several of my rentals and was on trial for hoarding mail.

I've been a member of Gamefly for several years now and overall it's saved me money. Rather than buying a game I think I might like only to find out that I hate it, I can try it first. If I like it, I can buy it right then, with the bonus of having tried it first and knowing that it works and isn't damaged. It can be irritating waiting for new games. But Netflix throttles me on new movies already (at times I wait two months before the title is available), so Gamefly is no worse on that account as far as I'm concerned.

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einstoch

December 28, 2008 7:18 PM

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@BankerBryan: The best part is their 10-day trial in which it takes 10 days to receive your first game. GameFly SUCKS!!!

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jmtb02

December 28, 2008 7:19 PM

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I used the service for three months. I live about 20 minutes away from the West Coast distribution center so turnaround time for new games was about 4-5 business days (not bad from what I hear). I'm an avid gamer so the service made sense and was a nice companion to buying games you actually wanted (in other words, it was a good on-the-fence-about-buying titles that could be played quickly). $20-25 a month is much cheaper than buying a couple $60 games you may play just once.

The problem came with new or popular games. I could not get them unless I perfectly timed and measured a game release date with the sending back of other games. In other words if a game was coming out Tuesday I better get it in the mailbox Thursday the previous week (and I better pray that the distribution center turns the game around same day). After three mistimed attempts and a game at #10 on my queue being sent before a bunch of others I quit Gamefly. It's too much of a gamble that you'll get what you want. Good in concept, bad in execution.

2 replies

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Adam Holcomb

December 29, 2008 3:07 PM

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If you're 20 minutes away and your turnaround is FIVE DAYS, something is going wrong. Try driving your games over, maybe they have a little slot in the door like most rental places do.

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December 29, 2008 1:08 AM

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@jmtb02: 4-5 days when your in the same state is terrible...well not terrible but if you mail it, they should receive the game the next morning and they should have your game out the end of that day or early the next morning.

Turn around time for 20 miles away should be 2-3 days not 4-5.

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Jeremiah Broske

December 28, 2008 7:19 PM

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I think it really depends on where you live. I live in Orange County which is close to the LA distribution center. I get new games within an average of 2 days after I drop my old game in the mail. They've always been prompt and on time.

The only problem I have had is getting newer titles, which due to demand may take a few tries before they send it to you.

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georgi55

December 28, 2008 7:22 PM

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It is a crappy service but the alternatives are no better so I've had them for about a year and half now.
That means I paid around $300 in monthly fee, which is only 5, 6 games at full retail price.
Over those 18 months, I've saved much more than that thanks to trying a game through Gamefly first,
then deciding not to buy it since it was crappy.
It's true that there are demos, but some demos are great, then when you get the full game it turns out to be repetitive and stupid, and you've just wasted $50 or $60 (if a new release).
Also during those 18 months I've had chance to enjoy some games by finishing all levels then returning them since
they were not something I'd play over again, so I would say it's a better alternative to not having a rent game service at all,
but I just dream of the day Netflix starts renting games. I'd pay more money if they can offer the same fast service as the movies.

I should add that I've also had issues with their shipping even though I haven't had a single problem with Netflix.
Like someone mentioned above Gamefly keeps telling me to contact USPS and notify them of the problem
but I think the real problem is Gamefly.
However, another theory is that a Netflix DVD costs $20 tops,
while a new Gamefly game disc is $60 (PS3/Xbox 360) so it's possible that the Gamefly envelopes are more prone to theft.

3 replies

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Adam Holcomb

December 29, 2008 3:06 PM

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@georgi55:
Considering the penalties for theft at the post office, I don't think people are willing to risk that to MAYBE steal a good game. You'd be more likely to get barbie horse adventures for the DS, get nabbed, and go to federal prison.

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December 29, 2008 7:31 PM

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don't knock barbie horse adventures until you try it

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Michael King

December 29, 2008 11:07 PM

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@trujunglist: don't knock federal prison until you try it

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DePaulBlueDemon

December 29, 2008 12:25 AM

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Good point about the Gamefly envelopes being prone to theft. That didn't even cross my mind, but you're absolutely right.

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h0mi

December 28, 2008 7:23 PM

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I've been on gamefly for about 4 years and it used to be a really good service, especially with Rapid return. But rapid return doesnt seem to work anymore. If I return a game tomorrow, they will not receive it until Wednesday, will not ship a new one until Friday and I'm lucky if I see it this week. Turnaround times used to be so much better.

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December 28, 2008 7:23 PM

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When I had it in Jacksonville Florida a few years back, it was only about 3-4 day turn around time, because once I put the game back in the mail, they'd ship out the next one. It was great. They may have changed since then

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December 28, 2008 7:26 PM

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I've been using GameFly on and off for about 2 years.

What I love about it:
*For the price of 6-7 new full-priced games you can buy at the store, you can rent two games at a time for a whole year. It's ideal for games you want to try, but don't have the cash for. It's also great for playing games that have been out for a while, or games you never heard off and want to try with little to no investment risk.

*They have a decent catalogue (although there are some issues with this). You can go back and play games from the last generation (assuming your console is backwards compatible).

*Their customer support isn't bad. Not perfect, but I admit they have speedy turn-around times for requests and issues. They have re-send games that never made it or had issues during game play. No questions asked.

*A decent online store to buy used games, or the game you have out now. Granted, you have to a little homework to see if the GF purchase price is cheaper than the used section of your local Ye Olde Game Shoppe.

*You can get newly released games sent right away. Example: I had Gears of War 2 sent to me the day after it hit stores. By the weekend, I was playing it. Yes, you have to wait (see below), but I didn't drop $60 on a game I'd likely burn through in 2 weeks.

*They listen: About two-three weeks ago, GameFly dropped the upcoming release The Agency from its future catalogue. Gamers on Kotaku banned together and petitioned GameFly to bring back The Agency. A few hours later, GameFly added back The Agency. They listen. Enough said.

What I do not like:
*The wait time. Sometimes it feels like forever to have a game sent to you. They have four delivery/processing centers, which is a puny number compared to Netflix...so if you use Netflix, Gamefly will seem like a painful wait. And really, they don't have a distribution center in Seattle? Having one node for the whole West Coast (located in L.A.) sucks. That said, waiting has taught me to have some patience and not live a life around my consoles. (P.S. Still waiting for Little Big Planet, guys! You shipped it. Is it lost in the Seattle snow?)

*Holes in the catalogue. Yes, I know I just said the catalogue is decent, but going through the 2009 releases I noticed some heavy hitters that GameFly is seemingly not looking to carry (Halo Wars, Heavy Rain, Infamous). Not they may add them at some point, but it's a little scattershot in what upcoming titles they will carry or won't.

*The GameFly queue: Here's my biggest issue. There's a list of games you can request GameFly to send to you. GameFly ships the first available game to you (assuming you have an empty delivery slot in your queue). Now, if you have an older game in your queue that's easily in stock (Barbie Horse Adventure) and a new game you really want that just came out (let's say Resident Evil 5), it's more likely you'll get the Barbie game. The GameFly queue is based on what's available rather than your priority. Barbie can be your bottom most wanted game, but it can end up at your door before Resident Evil 5, even though RE5 is at the top of your queue. I wish GameFly would create some kind of backup priority system for your queue. Or give you an email letting you know there's a conflict between RE5 and Barbie, giving you the option of choosing one over the other.

GameFly isn't perfect, but I enjoy the frak out of it. I'm hoping that they'll grow and implement better features, but I think in the long run, it's a good service that's saving my a lot of money while giving me access to a tremendous (and hopefully growing) rental library.

Just build a node out here in Seattle, guys. Seriously.

2 replies

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December 29, 2008 12:05 AM

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@DarthVegan: The GameFly queue is based on what's available rather than your priority. Barbie can be your bottom most wanted game, but it can end up at your door before Resident Evil 5, even though RE5 is at the top of your queue.

Not exactly true, if the top game in your queue is not available, they wait 1 day. If it's still not available, they send the next available game. Not a bad system, otherwise you would have to micro manage your queue to get anything.

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kilde

December 28, 2008 7:54 PM

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@DarthVegan: I would love a Seattle/Tacoma distribution center. I am already spoiled with Netflix in the area.

I have had the plan for one month, and I played three games: Dead Space, Fallout 3, and Prince of Persia. I was happy with the service, but it seems like my account was favored because I was new and they wanted to me start paying after my trial. Does Gamefly Throttle to help new customers?

The thing is I tried to cancel my account online. If you threaten to quit the website will automatically offer you $5 off your next month so I stayed on for one more month. Haven't been too happy, I've been 10 days without a game. I am sure that is partially because of the holiday season and NW snow storms though.

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outsiderlookingn

December 28, 2008 7:30 PM

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In a year my son has rented 85 games which averages out to about 7 games a month. Some games are kept for months while some are kept for a day. We would have more rentals if my son was quicker about putting them in the mail. There were many games he played for 10 minutes on his Wii and then realized they sucked and sent them back. It was great to be able to order just Wii games or just Xbox 360 games when we sent a console in for repair. When we go on road trips and vacations he orders rentals just for his Nintendo DS so he has 3 new games for the trip. I hate to think how much money we would have spent on brand new release games that he had to have that he only played for 10 minutes. We also buy games from them during their sales and when we earn coupon codes. I love the service and have seen better turn around then we have with Netflix.

1 replies

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December 28, 2008 8:31 PM

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@outsiderlookingn: This is why a rental service is GREAT for children who play video games. Honestly every parent with video game playing kids should be signed up for one. If they don't like the game, you aren't out $30-50. If they blow through the game in a day which is very very likely then you aren't out $30-50 either for a very short game. My cousins already blew through at least one game each just on Xmas day alone, one they will never play again. You don't have to worry about waiting for price drops on that game they really want, I can wait for price drops but its very difficult to get children to wait for games to drop in price. You don't have to worry that your kid's game of choice is sold out on release day and you don't have to worry about feeling stupid for paying too much for a game.

Children are more likely to want every brand new game, and this is a less costly way to give them exactly what they want rather then going to the store and buying every game brand new on release day and spending hundreds if not thousands of dollars on games not to mention the time that it takes to track down every game at a store.

Most stores don't rent out DS games either, at least around here, so that is an invaluable service in itself to have.

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Chip Marshall

December 28, 2008 7:32 PM

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I think people are just spoiled by the awesome service of Netflix. GameFly only has 2 or 3 distribution centers, so turn around times are going to be slower than with NetFlix, which seems to have shipping center in nearly every state now.

1 replies

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rainbowsandkittens

December 28, 2008 10:06 PM

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@Chip Marshall: Maybe it was a postal service issue, but I had horrible problems with Netflix. It seemed as though every other movie my husband or I returned in the mail would never get there, and they would try to charge our card for it. Perhaps we had an unscrupulous mail carrier who was too tempted by the telling bright red envelope, but I ended up canceling because the problem occurred frequently. The concept is wonderful, but I can't rely on a chain of individuals to all be responsible with an item tied to one of my accounts... it sucks to drive to Blockbuster, but at least I know that I am the only person responsible for returning my rental safely.

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Anonymous

December 28, 2008 7:33 PM

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I have used gamefly for over a year. The only issue I seem to really have with them is the week turnaround to get a new game. Usually they have the titles I need but sometimes it takes a few tries to get the most popular games but if you wait about 2 months you can get it no problem. It doesn't work as smoothly as I would like it to but it works well enough and I will stay with it.

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HAL1300

December 28, 2008 7:37 PM

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Been with gamefly for a few years. Turnaround time is the biggest issue but what do you expect when they have like 5 distribution centers around the country where netflix has a lot more. They started this \"fast return\" or something service to help on this fact. Basically, your local USPS scans it in and sends off to Gamefly a notice -- if the local USP has the scanner). They then send the next game, but with this I'm lucky to get a game within a week.

Unlike netflix though, games actually work -- my netflix movies skip or have so many scratches that they don't work at all.

Their second main issue is availability of games. It can take weeks for you to get a popular game. With netflix, even the most popular movie was available within a few days. I suppose it's the cost of the games that keeps them from having a good stock of them.

1 replies

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December 29, 2008 1:06 AM

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@HAL1300: Ive used 7 post offices. Some in MA and some in NH and not a single one had this magic scanner.

Also in the 3 years I've been using Netflix, on the 4 disk a month plan I think I've had 5 movies that really did not work.

I rent about 6 movies a week from them, sometimes more so if you are having these major issues you have to be in the minority. When you report a movie as damaged it gets removed from circulation so maybe people in your area treat disks like crap and never report issues.

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corinthos

December 28, 2008 7:44 PM

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@BankerBryan: I got the free month. My first two games didn't arrive until 17 days after I joined. I actually had forgot I even joined the club and was like oh yeah. Then I played the games for thee days and sent them back and removed the game from my queue that same day. According to them that took awhile to process me removing it from my queue and they sent me another game so of course i ended up going over my 30 days with them. Signed up with a prepaid visa, they are lucky I just didn't keep their games.

1 replies

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Craysh

January 1, 2009 1:08 AM

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@corinthos: It would have been legal. You cleared out your queue, so they sent you the item without you requesting it.
Via U.S. law that's considered a gift.

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December 28, 2008 7:46 PM

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people complain way too much.

yes they're not fast.. but they're still very new and they're adding new distribution centers as they grow.

You only pay 20 odd bucks a month to rent 2 games which costs 50 dollars each.

really complain more I'm sure there's something better out there.

I like them and have used them now for a few months much better than paying for a game only to beat it in 6 hours .

3 replies

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December 29, 2008 1:02 AM

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@Skankingmike: How do you figure they are still new? Netflix is only a couple years older and have day it better since day 1.

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December 29, 2008 1:57 PM

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@parad0x360: 4 years ago games weren't almost 60 dollars. Now they are. Their business model is good but they don't have the customer base.

we'll see what the economy does to them. it'll either destroy them or make them huge.

I still dont' have issues and i know about 10 other people that use them and don't have any issues. Again just because a few people on this site complain doesn't mean that the company is horrible.

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December 29, 2008 6:37 PM

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I tried Gamefly for a month, and didn't like the long turn-around times. It worked out cheaper exploring local options.

@Skankingmike: You only pay 20 odd bucks a month to rent 2 games which costs 50 dollars each.

Blockbuster has an unlimited \"Games Pass\" for $21/month, so if turn-around times are an issue you could (based on Blockbuster's selection/availability... which is also lacking) find a better deal there.

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cbcowan

December 28, 2008 9:29 PM

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They've been around for 4+ years... not that new.

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Patrick Henry

December 28, 2008 8:08 PM

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People need to understand the difference between netflix and gamefly: Netflix movies cost 20-30$ each. A video game cost DOUBLE that, 50-60$. Because of the price, they can't have an unlimited supply of them at any given time.

It took about 3 weeks before I got Left 4 Dead and Prince of Persia, because they were the top requested games of December. I did get them and I have them both now, and when I return them I'll get new games in about a 4 day turnaround time.

The alternative is to pay 60$ EACH for the games, and I saved 200$ in December alone by not paying for each release that I wanted.

Yes, you have to wait a little longer to get the games you want. But if you really care about saving money, then it's totally worth it. If you want it faster, fork over the 60$ and buy it.

22$ a month for the service they have is not bad. I can accept about a weeks wait for a game when I'm paying only a few dollars to rent and enjoy it.

Oh, I live in Washington state, and the nearest distribution center is in CA. They do sometimes send from other warehouses when the nearest isn't available. I got Left 4 Dead from Texas because CA didn't have it.

So in short, people need to put their money where their mouth is. You want it faster, pay more money. You like it cheaper and don't mind a few days-a weeks wait, then use gamefly.

2 replies

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GMFish

December 29, 2008 1:32 PM

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@Patrick Henry:\"The alternative is to pay 60$ EACH for the games\"

Gamefly is not the only alternative. You could buy the games used. You could wait and buy them on sale. You could borrow them from a friend. You could rent them locally. Heck, you could even not play the game and go outside and get some exercise.

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December 29, 2008 1:04 AM

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@Patrick Henry: It doesnt matter if a game is twice as much as a movie. 2 customers pays for a game.

You can bet GameFly pays less for a game than you would at retail because they are a promised sale and they buy in bulk. I'd wager they are paying $30-$40 for a $60 game and then when they sell the copy they split that money with the publisher.

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December 28, 2008 8:10 PM

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Gamefly is a fantastic service, if and only if you live within two states of a shipping facility. I have used them twice in the past three years with two different results.

About three years ago, I signed up for GF for the first time, and the service was pretty terrible. 10 day turn around time, games lost in the mail, and other problems similar to the ones listed above. Eventually, I got fed up and cancelled.

About a year ago, I signed up the second time, following the opening of their Pittsburg PA shipping facility. I live in NJ and wanted to see if there would be any difference in service when the games were coming from PA instead of CA. Guess what? Haven't had a problem with them at all. Games arrive within two days of shipping either to or from GF. One game got lost in the mail, but it turned up after a call to the USPS.

They've got four (?) shipping facilities - PA, FL, TX, and CA. If you live close to one of those, go for it. You most likely won't be disappointed. If not, take the free trial for a spin - if they can't deliver on time, cancel - it's that simple.

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Anonymous

January 13, 2009 10:08 PM

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@What The Geek:

Hate top burst your bubble, but I am a GF subscriber and I live in the bay area (same state as the CA shipping center). It takes on average 8-12 days for me to see a game. So even living in the SAME state as a shipping center does nothing to the shipping times. Honestly, I think they throttle like NetFlix used to do. I am not going to hang on to a crappy game, so since they tend to ship the least popular (arguably bad) games first, they get returned faster and my account suddenly becomes a \"high volume\" renter. There is simply NO way it should take that long to get from LA to San Jose (I can drive that in 6 hours), so something is causing a delay somewhere. The fault IS with Game Fly.

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British Benzene

December 28, 2008 8:11 PM

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I used to have it and got rid of it b/c I was buying games more than renting them (mainly because this was not during the Xmas rush and there were only a handful of games worth buying from January to July). I liked it, but at the time there were not enough \"good\" 360 games to make the service worthwhile. Yes, there were delays, however, I was in the Southeast US and they only had the one distribution center on the West Coast. Now that they have new distribution centers (and there are more good games out; no more Vampire Rain), I'd like to try it again and see if they are getting things in and out faster.

Honestly, the problems I had with Gamefly about a year to 18 months ago are the same ones I had with Netflix in 2003-4. I'll do the same thing as I did with Netflix, let them mature for a year or two and then come back and be pleasantly surprised.

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December 28, 2008 8:13 PM

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We've been with GameFly for a bit, now. It usually takes them about a week to get a new game out to us - but GF has actually saved us quite a bit of money, as we use GF to find games we want to own rather than relying on it as our sole source of games.

One of the first two games we got through GF was F.E.A.R. I had been considering buying it, but after playing it for a bit, I hated it. That's $60 saved right there - or, more accurately, GF paid for itself + 2 additional months. The other game (99 Nights) we had was mediocre and repetetive - another $60 saved. GameFly has just paid for itself for the next six months.

We also don't mind the availability issue - they send us the first game in our queue that is in stock. It's no different from going to a video store for a film and finding it already checked out. And we DO have other games we enjoy that we have purchased, so the week or so delay doesn't keep us from playing games.

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December 28, 2008 8:17 PM

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I hated the service. It took over a week to receive a game and even longer for them to receive it as well. Also, it's not very clear when you'll actually get a game. It tells you the level of availability a game has but it doesn't say you'll get X game on X day. Nextflix is awesome in that way, with gamefly, it's just a guess.

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daze

December 28, 2008 8:19 PM

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i had gamefly for a year or more and only canceled because i had too many games and not enough time to play. never had a problem. i'm in los angeles, so maybe i'm just close to a warehouse. the games arrived in a day or so... just as fast as netflix did.

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Russ Looney

December 28, 2008 8:21 PM

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I've had a pretty good experience with Gamefly. Been a member since last April. I agree with other commenters that probably the biggest upside to Gamefly is the money saved. Even if you only play one game a month, that's still only $17 instead of paying the full $60 retail price for most games. As for turn around times, I've been very happy--usually about 3 days for me (a day for the postman to pick up the game, a day to return it to shipping center, and a day to deliver a new game).

It kind of sucks not getting a game near the top of your Game Queue, but understandable. I think having an option to just wait for a particular game instead of being sent the next game on the list would be a great feature.

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mythago

December 28, 2008 8:28 PM

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Hm. Grandma gave the kids an Xbox 360 Elite this year, so I signed up for their introductory offer. I do live in CA so we'll see how their service is - I don't expect them to be Netflix-quality, but if it's cheaper for me to download trial versions or borrow from friends than wait weeks at a time, I'll cancel.

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December 28, 2008 8:32 PM

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Considering Gamefly has like a total of 4 distribution centers, I can under stand the problems. They have two centers in California and one in Florida. One in Texas.

So with the few distribution centers, you should know what you are going to expect when you sign up.

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December 28, 2008 8:38 PM

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I live in California so turnaround is generally good, though if it wasn't I can certainly see people being unhappy. I've had a few SNAFU but everything got resolved.

The single biggest problem is that the \"customer service\" email is a black hole from which nothing but automated emails are released. If you actually want customer service you have to call their customer service number (888.986.6400) which I couldn't even find via their website, I had to google for it. Once you get an actual human being their customer service isn't bad.

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Superawesomerad

December 28, 2008 8:40 PM

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GameFly isn't perfect, but if you're a big gamer, it's a thousand times better than every alternative. We've been spoiled by Netflix.

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MoreFunThanToast

December 28, 2008 8:41 PM

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They do sent out a lot of emails. As frequent as spam.
I've been getting ones telling me there are some special promotional offers right now.

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December 28, 2008 8:42 PM

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I've had the service for about 4 or 5 months now and just recently encountered my first \"item not received\" problem. I don't know how it will be resolved, they've been quick to email me but they also told me to go talk to my local USPS which I thought was very strange. Otherwise I've really enjoyed the service and quick turn around (Im in Brooklyn, distribution center is in Pittsburgh). HOWEVER- I've had Mirror's Edge on my #1 spot since 2 weeks before it was released and still haven't gotten it - I don't know why because I got Fable 2 on the release day! Overall, it's better then buying and I like it more than Blockbuster's service.

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outsiderlookingn

December 28, 2008 8:43 PM

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Oh one suggestion for returning gamefly games. Make sure the number on the game sleeve matches the one on the return mailer. We have noticed that when they match, games get marked as returned much quicker.

1 replies

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custommadescare

December 28, 2008 9:03 PM

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@outsiderlookingn: Thanks Outsider...That's good info right there!

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Sorentso

December 28, 2008 8:49 PM

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Wow, so what I have heard from friends is true. Tsk tsk.

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DePaulBlueDemon

December 28, 2008 8:56 PM

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This could truly be a fantastic service if it worked correctly. I wish Netflix would rent video games... They already have the warehouses/infrastructure in place!

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custommadescare

December 28, 2008 9:02 PM

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I've personally had Gamefly for a couple years now, and my experience is more positive than negative.

I know the wait issue bothers a lot of people, but they've been noticeably better in the past couple months. My wait time is only around 3 or 4 days and the rapid return has actually worked lately. In fact, I just sent in a game and got the replacement within the same week. Huzzah!

One problem that I had with GF (and somebody mentioned it in a post earlier, I believe), was that they would send the most available game in the queue, not necessarily the highest ranked. This made me feel like I was being punished, as I'd normally hold onto a game for a day or 2 and send it back.

In this case, I submitted an email to GF and actually got a response from them. The individual I dealt with was actually receptive to my issues and explained that they were still working on getting the queue problems addressed. Since then, I've really had no other issues and would still recommend them to people.

One thing I do for myself, is just keep about 10-15 new games in my queue at a time and a seperate spreadsheet for games I'd *potentially like to rent. This way, it makes my management easier and I simply plop in the title for the old skool game that I want next!

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Anonymous

December 28, 2008 9:04 PM

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Terrible, cancelled after a week. Turn-around time is lousy, and games released as far away as three months ago were still not available for rental! (But I COULD buy them, which smells of scam to me.) I'm not paying $22/month for a service that will only let me have Lego Batman.

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Jacob Schumer

December 28, 2008 9:21 PM

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I had Gamefly for about eight months and in general had good service. They shipped me a couple XBox360 games that were unreadable, but that was during the heyday of disc scratches.

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Ben Morrell

December 28, 2008 9:34 PM

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Gamefly's turn around time is horrible when compared to Netflix. I assume this has something to do with not having as many processing plants as Netflix does.

On the upside I haven't had any issues with Gamefly other than the turn around time. And honestly in the two months I have had them they have saved me WELL over 120 dollars by me avoiding crappy game purchases! I think they are probably worth the cost/ time as long as they don't start pulling anything funny on me.

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James Proctor

December 28, 2008 9:48 PM

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Ive been using the service for around 6 months now in DE and I've had a very good experience with them. My only complaint is that it can be hard to get new titles.

However, a friend of mine who lives in the same zip code has had way longer turn around times than I have, and I can't think of any reason why this would happen.

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huginn

December 28, 2008 9:54 PM

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Turn around time and availability.

Turn around time? A no brainer given how it's been covered here completely. I return a game on monday, I'm lucky to get one back thurs-friday.

Netflixs? I send it out monday, I might get it tues-wens.

The big issue, is aviliability. I had a game at the top of my queue for 3 months. THREE MONTHS! Never even came in. This wasn't an obscure title either, it was a newish, fairly popular one. Even when it was listed as 'high' when I sent my game back, by the time it reached them, it had magically went back to low and I'm stuck with my seventh choice of titles.

Gamefly is a great system for people with several, or for those without money to burn in this economy and don't mind playing the lottery when getting games. But until there supply picks up and there shipping times increase, I'm not touching them.

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December 28, 2008 10:39 PM

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I'll bet they don't have the support staff or the processing centers that netflix has. It's too bad. I hope they get funding in order to hire more people. Yeah, I'll bet they're doing the douchey thing of blaming the customers in this when really they just need more money.

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Scott Harvey

December 28, 2008 10:47 PM

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I've only been a member for about 6 months but am already getting disgruntled. Turnaround times used to be good, but have fallen off in the past two or three months. When I complained, they told me I only had \"Low\" or \"Medium\" availability games in my rental queue.

So? I'm not going to fill my rental list with old junk just so they have something to send me.

Is it a coincidence that my turnaround times plummeted immediately after I dropped down to the one-game plan? Somehow, I doubt it.

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JimK

December 28, 2008 10:48 PM

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I think it;s all defendant on where you are. In CT, I get *ok* service. A bit slow, but not terrible. Worth the price for now.

Never had any crazy billing issues at all.

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wsycng

December 28, 2008 10:57 PM

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Tried to sign up for the 30-day Free Trial. Received an e-mail from GameFly accusing me of previously signing up for a Free Trial.

Further e-mails to GameFly were ignored.

Will not give the company my business, EVER.

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Eyebrows McGee (now with double the baby!)

December 28, 2008 11:11 PM

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I have two video-gaming brothers. I wait for them to buy, beat, and get bored of games. Then I \"rent\" them for free. I recommend this strategy. ;)

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Anonymous

December 28, 2008 11:18 PM

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I've been a member since 11/6/04(currently on the 4 game out at a time plan), I can count on one hand the # of times I've had to deal with customer service because of an issue in those years. While Fast Return doesn't always work (and as I understand it thats more a post office issue than a Gamefly issue), I've been extremely happy with my rentals and game purchase through Gamefly.

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Anonymous

December 28, 2008 11:40 PM

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Really? I've never had a big problem with gamefly.

I live in New Mexico. Gamefly had 2 places to ship to, one in California and one on the East coast. That's when I got horrible turn arounds like that. But they recently opened a store in Texas, so I'll wait about 3 days before I'm getting a new game.

The queue is a problem, I've had to wait weeks with one game on my list because that's all I wanted. But the service is good.
I've had one problem. I got a broken copy of Bully, emailed them, they said they'd send out a new one and return mine. Before I even had a chance to send it out (1-2 days?) I had my new copy. Sent mine back the night before a huge snow storm. We had 16 inches in one night. So obviously the post office shut down. About 3-4 days later I got an email \"you haven't sent us back the broken game. You have 24 hours to reply or you bought it.\" I immediately wrote back, saying the post office was shut down and god the message \"someone will be with you in 48 hours.\"
So I get charged for it. It was right before payday so bam. Overdraft. A day later they get the email and they reverse the charge but don't care about my overdraft fee.

Ugh. You have me a 24 hour threat but customer service needs 48 to care...

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December 29, 2008 12:11 AM

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Guess the majority of people here weren't members when their only DC was in LA. That wasn't fun if you live on the East coast. I'm in NY and receive my games from PA in 2-3 days. Netflix has a LOT more DC's so it's not a fair comparison.

My only complaints with the Gamefly service at this point is the speed of the website and the availability of new release games. I assume this is a case of too much success and will be improved over time, much like the shipping issues.

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planetdaddy

December 29, 2008 12:20 AM

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It costs more but I prefer to just hit cockbuster. I don't rent games with the idea to beat them as I am not a game binger. I might play everyday or once in a week.

I only rent games to preview for buying purposes.

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December 29, 2008 12:52 AM

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i've had zero problems with netflix in about 10 months. I just had one instance where they didn't get a game back, but it had already been scanned at the post office for \"smart post\" or whatever, so i could prove i mailed it. since it went that way i got another game shipped right away and the game showed up about a week after i mailed it.

Other than that, zero problems whatsoever, but then i'm on the west coast...

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Jack Doyle

December 29, 2008 12:55 AM

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yeah, I can't speak for GameFly. I just use the old brick and mortar store to rent games.

However, my experience with Netflix has been awesome so far. It's never taken more than two days for a movie I place back in my mailbox to be replaced with another.

I have no idea how Netflix does it, but it seems that GameFly isn't playing the same game (pun definitely intended).

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December 29, 2008 1:00 AM

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I joined Gamefly when they first started and they were great. I would get games really quick and never had to wait.

About a year later my games started taking longer to get to me and longer to receive which made little sense. I came to the conclusion I was renting to much per month for me to be a profitable customer so they slowed me down.

I also started noticing games had extremely long wait times. I had one game on my lists for 6 months before I gave up and bought the damn thing. They just dont seem to have enough copies to go around.

They added a new distribution center sometime last year which is a good idea I suppose since they started with just one in CA. They really should have put one on the East Coast instead of the Midwest. The new center didnt seem to help speed anything up so I ended up quiting because I was paying money and only getting games I didnt really want.

The great thing about Netflix is even if a movie in on Long Wait it still only takes about 2 weeks to get it. On GameFly a long wait can mean months. Netflix also ships faster since they have distribution centers all over the Country.

IMO Netflix should start offering games. I would gladly pay a little more for the service from them. They have proven they can do it right with movies so I see no reason why they couldnt do it with games and quick kill GameFly.

GameFly has had plenty of time and made more than enough money to improve their service but things never change. Everyone I know who has joined (even recently) has soon after quit because its just not worth the money.

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December 29, 2008 2:00 AM

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I had it a few years ago and was happy for the first few months. Unfortunately, twice I didn't receive the game in the mail. I file the report on the site, it all seemed amiable at the time, and I was relatively happy afterwards until I canceled my service (I canceled it, myself) a bit later. There weren't a lot of games coming out, didn't want to count on the mail anymore, etc.

I recently got a new job and there's a Blockbuster a block from the office, so I got their gamepass thing. It seemed handier, since I could just go there and not rely on the mail. Unfortunately, they never get the new games on time, and often not at all (I've yet to see Last Remnant or Banjo Kazooie there), so a few weeks ago I tried to rejoin Gamefly, see if they would deliver to my work address since it would probably be more reliable.

This was years after I canceled the account on my own, and I got a message that they would not re-open my account. I just have one personal email address for accounts and services and I don't want to split up important billing stuff (or any actual notifications I care about) to a secondary address I'd rarely check, but Gamefly's blackballed my email address and identity.

I sent them an inquiry and they said that they couldn't re-open my account at all, unless \"If any of the games previously reported with a shipping problem are recovered, please contact us immediately. We will then review to determine if your account can be activated.\"

This is years later now. I don't know what games they even were, and I didn't get them to begin with. I also canceled on my own, though they deny that, and I just don't appreciate being called a thief when I'm trying to re-open my account so I can pay them some more.

Also, first time poster, hi everyone.

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Dancing Milkcarton

December 29, 2008 2:06 AM

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I literally just cancelled my service 5 minutes prior to seeing this story. The turnaround time is ridiculous. I live in Ohio (the distro center is in Pittsburgh). It takes ~ 7-10 days for my returned game to be listed as 'returned' - then tack on another 3 or 4 days before they ship out the next one in the queue, and then add on ~3-4 additional days for shipping.

Yeah, sorry GameFly, this just isn't going to work for me.

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Tammy Garrison

December 29, 2008 2:36 AM

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If it counts for anything, my husband has not had a problem with turnaround or account mis-crediting. I wonder what the deal is with the vastly different experiences people seem to have?

I personally see that as a SERIOUS issue with service, if everyone's having different experiences like that.

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Joe Lyga

December 29, 2008 3:02 AM

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I've used gamefly for a few years now. They have excellent customer service and pretty decent turnaround times. I live in new york, and the turn around times used to be pretty bad, over 5 days. Now with their Pittsburgh distribution center I'm getting games in around 2 - 3 days on average. It all depends on where you live.

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arkangel

December 29, 2008 3:15 AM

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They seem to push recruiting new members a lot. I'd like to see them do something that benefits the recruited, and speed up their service before I do that. I can't recommend the one game plan at all, you need the two game plan minimum so you've got something to play while you wait for the next one. Turnaround for me takes around 10 days, which seems kinda long.

That said, their Keep It and used game prices work out pretty well for me.

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December 29, 2008 3:39 AM

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Quoting Consumerist: What's up with GameFly-are only the disgruntled emailing us, or are they truly a bad service?

Don't the ones who have the most to say usually happen to be complaints???? How many \"this went perfectly\" stories do you have vs. complaints?

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December 29, 2008 4:04 AM

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It just depends where you live. Netflix is a big company -- hell, they're listed on the NASDAQ! Gamefly has just one or two distribution centers because they can't afford it, and so you'll have to wait a while (unless you live in... Conneticut or something). But it gets better after a while, and I hope that GAefly expands their service.

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December 29, 2008 4:43 AM

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I have had gamefly for over a year now, only had a few problems. Nothing too horrible. Sometimes it takes a up to 5 days to get a game to my mailbox, which is crazy since i live in San Francisco and there nearest shipping location is LA. I have also received game discs so scratched they are unable to play, how ever after an email to support they quickly sent my next game. Only had damaged Wii games, PS3/blu ray are much more durable and are scratch \"proof\". Over all i like there service and often recommend it to others. It sure does beat blockbuster!

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zekedms

December 29, 2008 4:57 AM

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I've had spectacular service from Gamefly, personally. The rare times issues have shown they've been fixed in two days or less. The turnaround time for me is usually around a week if I'm waiting on new or popular things, but with a full queue I can get things in as fast as 3 days.

I've been with them for four years now, and wouldn't hesitate to suggest them to people around here. I know they don't have nearly as many distro centers as Netflix, but that aside it's been great.

Hell, I even got a free copy of Rock Band 2 out of them. I went to buy a game and use my 10 dollars+10 percent off, but the order screen never asked me which card to use, just charging one automatically.

I wrote them about it immediately after my purchase (really, within ten minutes), they refunded the money and the coupons the next day, and I still got the game I bought. That's pure awesome.

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Anonymous

December 29, 2008 4:59 AM

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Funny, I subscribed t o Gamefly years ago when they were new. Within the first month of subscribing, so many games either never arrived or arrived cracked that I canceled the account. I always just assumed someone on my mail route was stealing the discs. It never dawned on me that gamefly was lying about it to stall turnaround time or to force me to buy games. If so, I can't imagine that being a terribly viable business plan cause it sounds like we all canceled within the month or two.

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KHook321

December 29, 2008 5:17 AM

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I had a bunch of problems with GameFly when I did a trial last year. I don't know whether all the problems were theirs or if it was just the USPS, but it seemed like every other game I rented either never showed up to my house or didn't get back to them when I sent it.

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Anonymous

December 29, 2008 5:49 AM

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I've been a member of GameFly for over a year now, on the 2 game tier. They've been satisfactory so far. I shipped a game back one time, but apparently it got lost in the mail. I didn't even have to deal with a representative, I just used the online help form and I didn't get charged for lost game or anything shady like that.

Turn around times have been good for me. Never longer than a week, usually get a game within just a few days.

note: I live in Indiana, and the games are shipped from PA.

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dry-roasted-peanuts

December 29, 2008 6:14 AM

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Too slow and too expensive.

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December 29, 2008 6:21 AM

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I've been with Gamefly since August of 2003, I've never had to deal with their customer service at all and I've never had any real issues with them.. Don't get me wrong, every once in a while there will be a shipping issue on the delivery or return, but they send another straight away and turn around has always been reasonable. I live in Houston and they just recently opened up a distribution center in Austin so turn around is getting even better. It only takes a couple of days to receive games from them and they usually get them in a day or so when I return them. I buy games from them to at great prices as well, especially if I have \"Gamefly bucks\"

So personally I've had nothing but great service from them from the start. I've never been charged for a game or any other issues like that. Billing is always on time and never an issue.

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White Guy

December 29, 2008 6:51 AM

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I used gamefly for 3 months or so in San Francisco. I gave up after realizing it took over a week each time to get my next game, and the last games never arrived.

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December 29, 2008 11:46 AM

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I have only had one real issue with GF. It does take too long to turn around the discs.

My issue was a lost game, and I was not impressed with their reaction of \"USPS, stolen, not us, not us, not us.\" I waited the proscribed number of days, e,ailed them again, and they sent me a new one. MONTHS later, the first one showed up, too. No explanation. Just lost in the mail.

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Sean Hoyt

December 29, 2008 12:27 PM

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As a rental service, it's not so great. I also had problems getting games in a timely fashion, but that was before they had distribution centers in the midwest. Not sure if that helped things or not.

I do BUY games from their used store all the time and haven't had any problems yet. They arrive within in 3-4 days usually and are always in great shape for the money. Way better than Game Crazy or GameStop used.

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GMFish

December 29, 2008 1:27 PM

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Netflix works so well because it has so many distribution centers around the country. It takes one day for movies to get from Netflix to me and vice versa.

Netflix also has fantastic customer service. From what I'm reading here Gamefly automatically charges you for lost games. Netflix does not do that. I should note that despite using Netflix for several years, I've never had a single movie lost there or back. Although, I did have some movies accidentally sent to my neighbor who started an account.

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December 29, 2008 1:55 PM

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This is just weird. I've been a member of gamefly for over a year, and I've had no real issues. My only issue it that I don't seem to get the game at the top of my queue as often as I like. They typically ship me a new game as soon as one is in the mail. It's rather awesome. I've bought several games, at good prices.

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December 29, 2008 2:18 PM

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I had Gamefly a year ago and canceled because of the turnaround time. I was paying $15/mo for 1 game. I'd get a game, play it for a week, then wait 2 weeks for the next one. Cheaper to go to Blockbuster...

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Adam Holcomb

December 29, 2008 2:19 PM

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The thing that finally made me cancel my GameFly membership was when I got an email from them saying \"If you don't return the game you've had for 2 weeks you're going to be paying for it.\" I've had NetFlix movies sit around waiting for me to find some free time to watch them for multiple months, and there's never been an issue.

I bought some cheap 360 games before canceling, because I had some credit for their store, and I canceled my account. When they get bought by NetFlix I'll sign up for that, though.

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Scott Wishart

December 29, 2008 2:21 PM

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The 10 day turnaround was my basic experience and biggest reason I dropped them like a bad habit. Not to mention, the only way to get the game you want is to take everything else out of your queue.

You can save just as much money by buying single-player games months after they release. Fable2 or Fallout3 anyone? You can usually pick up the blockbusters a few months after release for $39.99 (used) or cheaper and just sell them on eBay for $30+.

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Etoiles

December 29, 2008 2:43 PM

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We've used GameFly for PS3 and Nintendo DS titles. Never had a problem with it! We do turn our subscription off and on, though, when our backlog of games-at-home-already gets too big to justify renting.

We live in the metro DC area, on the Virginia side. Maybe we're just lucky?

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Sam Wille

December 29, 2008 2:48 PM

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I had Gamefly for a few months last year when I purchased my Nintendo DS and didn't know what games to actually go out and buy for the system. I canceled it after the holidays and because of my own ignorance to holiday schedules for the postal service, I got stuck with fees on my account that I didn't expect. When I called into Customer Service they explained the situation to me and as they assured me, the charges were credited back as they received the media from the USPS. I started up again earlier this month before I got my Xbox 360 and it took over a week to get the 2nd game on my list - The Orange Box - which freaked me out a bit because I had wanted the games before I got my 360.

I will continue to use them, but if after a while more games don't become more widely available I'm just going to rent from the local video store.

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December 29, 2008 2:57 PM

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It takes about on average 10 business days to get a game shipped and I only live one state from the shipping center. As well games are almost nearly never available, if you're looking for a new game it will take nearly 2 months to finally be eligable for it. I'm thinking of cancelling it and going back to Blockbuster.

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Scott Stephan

December 29, 2008 3:43 PM

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On the East Coast, try Gamerang.com . The turnaround is maybe 3-4 days and you can almost always get new titles ASAP

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December 29, 2008 3:44 PM

Moderate |Flag for review

The happy to unhappy ratio is not working in Gamefly's favor right now. I used Netflix a long time ago but then stopped using them b/c they couldn't get movies out to me reliably.

After much junk mail from them I opted to sign back up and they have been golden since. Even sending me an extra movie now and again.

Being a gamer, Gamefly sounds right up my alley, but with so many people bitching rather than sticking up for them....I have to stop and wonder..

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December 29, 2008 3:55 PM

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HORRIBLE service. I signed up, and put 10 games in my que like they tell you too and waited patiently for one to arrive at my door. A week goes by and i get no emails or alerts to anything being sent or any issues with my account, so I call up their customer service to ask what the hold up is. They banned my address because someone who lived at my old apartment 3 years ago never returned a game, even though he was apparently billed for it? So I ask them why 1. I was never told about this, 2. I was billed my first month already, and 3. why they would ban an apartment (it seems like banning a location that people move in and out of a lot is kind of stupid)and that I wasn't the person who did not return the game, and I am using a completely different credit card?

Well long story short, they told me they don't care, literally. I get a customer service managers email, don't ask how, and email him. A week later I get an email apologizing for the misunderstanding and offering me my first months money back, which they refused to refund me the first go around, and a free extra rental for one month! joy! two months later i received a total of 3 games after waiting about two weeks per game to show up and canceled. WORST EXPERIENCE EVER. The two games I received where so old I had them at the bottom of my que just to try them out once i played through all the new games I wanted to rent. I never got close to receiving a game made that year, they were always out of stock.

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Repique

December 29, 2008 4:41 PM

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Dittoing most of the original complaints here. We tried it. We were lucky to get one game turnover a month and Gamefly customer service was difficult to contact and seriously implied that we were reporting one that never did arrive lost because we were personally trying to steal it. We had to pay for an extra month's worth of service on canceling because it took them two weeks to report our last games as being in, and we were told that if they weren't received within X days (I forget the specific number) of canceling we'd be billed for them. Mind that mail from California to here has, in the past, usually taken about two days, so it's not a depot location issue.

And even when all the stuff at the top of the queue was supposed to be immediately available, we never got anything in the order it was in the queue, which made things very difficult as a two-gamer household.

Then one minor last quibble: they don't clear out saved games on cartridges before they ship them. We're thankfully both adults, but \"Drawn to Life\" arrived with two of the saved games being remarkably carefully-drawn naked female characters. Given the amount of time processing takes, you would think they could wipe the saves first.

By the end, I'd come to the conclusion that it wasn't any one thing that they have a prayer of fixing, they're going to have to totally revamp how they do business to get me back again. They need more accessible customer service, more reliable processing facilities, a better relationship with the post office, and most of all, to stop treating customers like we're automatically out to scam them.

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reviled

December 29, 2008 5:42 PM

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Their prices on used games are WAY better than GameStop or Game Crazy so they aren't bad for that. However, I echo the comments of many users relating to the unusally long turn-around times on rentals. It has often taken a week or more for me to receive games they say they've mailed. Certainly the transit times are far beyond other mail traveling the same distance. But, given that my local Blockbuster almost never has decent selection in stock, I'll probably stay with Gamefly.

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Lin. Jose

December 29, 2008 6:00 PM

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Service was OK for the first month, but it seems now I have to remind them to ship out my second game as I am on a two-game-at-a-time plan. I always return my two games at once, receive notification via email that Gamefly has indeed received both, but they only ship out one. This isn't because of low availability of a particular game either. It's getting a little frustrating.

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Anonymous

December 29, 2008 6:27 PM

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Never had a problem with Gamefly. Turnaround time for me is three to four days. It would probably be more efficient to rent from a brick and mortar store, but I don't have a car and the closest videostore is a half-hour walk away from me. The post-office sends a shipping confirmation after I drop a return in the mail, I've had my next game shipped as early as the same day on occasion. I've had two games lost in the mail and never had any backlash about it.

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December 29, 2008 6:32 PM

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I've been interested in Gamefly but haven't signed up. Maybe if I ever get that PS3 I will, but not yet.

There is just no way that the Gamefly experience can match that of Netflix. Netflix is renting a $20 disc that people will watch once, maybe twice and then send back. Gamefly is renting you something that costs 3 times as much that people tend to keep and play for days or weeks. So for a given amount of capital, Gamefly can carry only 1/3 the number of items in inventory and people keep the rentals for many times longer.

And many more items are going to get \"lost\" in the mail. They're videogames worth $60 each in easily identifiable envelopes - they're being stolen left and right.

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Jason Probst

December 29, 2008 7:45 PM

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I also have very little to complain about concerning gamefly. My only issue with them is the turnaround time. I've now been with them almost 3 years. At first it would take a week to get the next game, now it's down to 3-4 days. As they get more and more distribution centers, the faster they get. If you go up to a week without them receiving your returned game or without getting your new game, just report the problem. Next game sent very quickly after that. I recommend gamefly all the time, always mentioning the caveat of how long it takes, but still well worth it.

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December 29, 2008 7:48 PM

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I just cancelled my account:

The turnaround time from me sending in an old game and them issuing an email saying it was received / second email saying a new game is being sent was about 3-5 days maybe - Acceptable, albeit slower than i'd like

The turnaround time from the aforementioned email and my inbox at my apartment was about 3 weeks - 100% unacceptable for a service I pay for by month.

Canceled them as soon as they got back the 4th game I rented from the service - The cancellation steps give you the chance to back out for a discounted month - I already had one thanks to prior complaints about the slow service, but at this point I had had enough.

Until they fix whatever problem delays a small envelope for more than 2 and a half weeks, I can't in good conscience give them my money

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ephdel

December 29, 2008 8:14 PM

Moderate |Flag for review

i've never had any issues with Gamefly. i drop my game in the mail box and within 5 day's i have a new one. on top of that they've always been courteous when i've had to contact their customer service.

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KRayGolf

December 29, 2008 8:16 PM

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I had the service for about 9 months back in 2006, right when they opened up their new distribution center in City of Industry, CA, about 20 minutes away from where I live. The AVERAGE turnaround time from returned game until new game arriving was 17 days. 17 days? Really? I continually reported the games as lost or not arriving (per their suggestions from customer service), and finally they suspended my account and tried to charge me for every single game that I reported (about $600 worth). 6 months of litigation later, I owe them nothing, but they cancelled my account and I am banned for life.

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December 29, 2008 8:38 PM

Moderate |Flag for review

I won't use gamefly until it lowers its rediculouse price and also incrases its amount of centers. They have 4 DCs. Los Angeles; Tampa; Pittsburgh; and Austin.

Thanks Wiki.

Anyways, I live in Seattle, I get netflix in 2-3 days pending on when I got them in the mail. And its about 10 bucks cheaper for 2 dvds compared to 2 games. Yeah games costs more, but after 4 rentals its payed off..

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December 29, 2008 8:54 PM

Moderate |Flag for review

I've been a member two or three years, and the service I've had has improved with time: in particular, once they opened the Pittsburgh distribution center. I typically get a new game within about a week of sending the old one in, and they've never tried to charge me for any game I or they didn't receive (I'd say three or four total have been lost in one direction or the other). I just report them promptly as \"missing\" and that's that.

I think they'll continue to improve over time as they can get enough business to have more distribution centers and stock them better.

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Anonymous

December 29, 2008 10:50 PM

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I've been a Gamefly subscriber for over 2 years now, and have never had a reason to complain. Both times I've had a shipping mishap they've been on my side. Shipping has always been pretty decent, not Netflix fast, but close if my game hits their \"fast-return\" deal.

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itrenorg

December 30, 2008 1:03 AM

Moderate |Flag for review

Ugh, the turnaround time for games was a full 7-day week for me when I lived in Michigan. Don't plan on getting the service again, too expensive for the time waiting then. It's probably not much better now either.

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December 30, 2008 2:05 AM

Moderate |Flag for review

I had GameFly for four years. When I first joined GameFly it was easy to get the games I wanted in a timely manner. Hell, I got Grand Theft Auto: San Andreas from them the day it came out and was able to buy it for $45! I was one of their happiest customers and recommended them to everyone I knew who played games.

My problems with GameFly started in 2006 with my purchase of the Xbox 360. Elder Scrolls IV: Oblivion was unavailable from launch until December 2006. The copy I received was severely damaged and would not play. Since they were out of Oblivion they sent me a copy of Gears of War, which was also damaged and unplayable. Two copies of Gears later I finally got one that worked.

Gears of War was the last new release I would receive while the game was still relevant. I would typically have to wait 4 months, at least, to get a new release on the Xbox 360. Before long, the same applied to their DS and PS2 selections.

The final straw came this October, when I bought my Wii and found that, aside from the games I bought with my Wii and bargain bin fodder like Ninjabread Man, pretty much every Wii game was \"Low to Medium Availability.\"

I saved a fortune thanks to GameFly, through both renting and buying games through them. I understand they, as a service, have to serve more people than ever and I also understand they do lose money on stinkers like the bargain bin fodder, but how goddamn hard is it to buy a few more copies of a popular game; especially when a long time member has been waiting 4-6 months, at least, to get a game.

If GameFly gets their shit together, let me know so I can sign back up. I really do miss the service but I refuse to support them if this is how they treat their customers.

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Anonymous

December 30, 2008 3:31 AM

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I used Gamefly for a while and didn't have as many problems as you guys are talking about but a few months later my gamefly email address started received tons of random spam and still does. I usually create a custom email address on my domain for different services just for fun and just so i can tell who sells my email address and I'm getting a few email messages a day on the gamefly one.

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Brian Westermann

December 30, 2008 3:39 AM

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They have 4 distribution centers for the entire US?

No wonder I didn't receive a single game I requested in the 2 week trial I signed up for. I live in VA, and I canceled the trial on the last day. 14 days and not a single game or notice that any of the games I had in my Q were available.

I cannot recommend their service to anyone.

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Lilija

December 30, 2008 4:30 AM

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I'm a Gamefly fan, too. There are multiple gamers, and multiple game systems in our house, and we're all happy with the diversity that Gamefly offers. The turnaround time has gotten longer in the past 3 months, I've noticed that I'm waiting a week for games that I would usually wait 3 days for, but I don't hang out on my porch pining for it, either. With 3 games, we always have something keeping us busy till the next one gets here. The very best thing is the discounts on purchasing. Seriously, I'm spending $12 on games I see at GameStop for $45. In the year I've been a member, I've only had one issue with a game, it arrived scratched and unplayable. They sent a replacement out the same day. No complaints here!

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Joshua Bodrey

December 30, 2008 4:45 AM

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I have had a Gamefly account on two separate occasions: The first time about 2 years ago, it was a pretty good service until the USPS lost two of the games they sent and suspended my account, after I got a email basically accusing me of stealing them. When I moved back to where I live in Central Virginia, I started Gamefly back up again under my wife's name( they wouldn't let me under my name). I got Gamefly so I could play recent releases before I buy them, but it seems that the only games that are ever available are ones that have been out for 6+ months, and it takes forever to get them. I have Netflix too, and I send a DVD back they receive it in 1-2 days, Gamefly takes 6-7 days or more, it's only Pittsburgh! Their availability thing is messed up too, I had a game with \"high\" availability at number 3 on my GameQ, and they send the Number 13 game. The only people who this works for are the ones who can afford the 3-4 games out at a time plan. Everyone else stay away.

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XTC46

December 30, 2008 12:35 PM

Moderate |Flag for review

their service has been great for me. From the time I put a game in the mail box, to the time I get a new one is about 5 days, which is fine since i usually play on the weekends and can typically complete a game in 2 or 3 days.

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December 30, 2008 2:04 PM

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I've had them now for 4 or 5 years now, and for the most part things have been just fine. A few games were lost in the mail, but I was never charged for them. At some points in the year, the turn around times do get a little up there in terms of length, and typically the turnaround time is between 5 and 7 days (it was down to 3 at one point, but they don't seem to mail out your next item when the first is scanned by the post office anymore)

Plus, where I live the rental options are shit.

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krylonultraflat

December 30, 2008 4:15 PM

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I have been a gamefly member for bout 5 months now and have good experiences so far. I mailed my copy of Wii Sports back to them by accident and they managed to get it mailed back to me in a week and a half or so. I expected to never see it again.

Mailing times have been acceptable, never had an issue with lost stuff. My distro center must be the ok one.

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Chris Kurtz

December 30, 2008 5:27 PM

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I've been a Gamefly customer for more than 6 years, and have had only a single issue (a game that never reached me) which was dealt with quite fast. In fact, just recently I was notified by the Department of Justice that I'd been the victim of mail theft by a postal employee (along with lots of others), and that in fact that was one of the things taken!

I'm in Phoenix, Arizona, and one \"hop\" from the main post office near downtown:, so mail is generally darned fast.

Turnaround for Gamefly from California is usually 3-4 days (mail Monday, new game Thursday) for me, which fits my schedule.

By comparison:

Netflix has a local center, and its usually 2 days (mail Monday, get new disc Wednesday).

Amazon also has a local distribution center, and their free slow-boat shipping is here the next day, more than 85% of the time (order Monday, have it Tuesday).

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SJ Stanaitis

December 30, 2008 6:44 PM

Moderate |Flag for review

I had Gamefly for a little over a year until January of '08, and was absolutely thrilled with it. The only reason I terminated my account was because I simply didn't have time to play. During that first experience, turnaround time was on average - 2 to 3 days from shipping a title back. Right before I left, they had even trumpeted opening new distribution centers.

Since rejoining however, I have discovered that the turnaround time is now on average 7-10 days. The last game I shipped back took nearly a month for them to receive. To their benefit - their customer service marked the game as lost and immediately shipped me a new title.

Still, compared to my Netflix account, and my previous experience with Gamefly - the shipping turnaround is horrendous now.

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Anonymous

December 30, 2008 7:36 PM

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Gamefly is great for me. Im in LA so I get immediate turnaround. I had many problems with games mainly not getting back to them in a timely manner or at all. After discussing with them I switched my drop off place and never had a problem since.

I think its good to remember that these games are $50 and $60 and easy to pocket (as opposed to the $10 value of a dvd) and so are subject to much postal scamming and nonsense. Try mailing them at a different location.

Overall Ive never had to pay for a lost game (several have been lost) and have been a loyal customer for almost 5 years.

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Patrick Duggan

December 31, 2008 2:43 AM

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I use GameFly with the understanding that if I want a brand new game, I am either renting it from a store or buying it, but for the thousands of games that I have a curiosity about, or games that I don't want to dish out $60 for, the service suits fine.

Also, if I end up enjoying a game, the price-point to keep the game I find to be pretty good (I have yet to pay $30 to keep a title from them yet)

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cruster

December 31, 2008 4:44 AM

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I had Gamefly for about 8 months back in 2006-ish. I gave it up after going through way too many 10-day turnaround cycles. It's a good concept but...in application, not worth the money. I would rather pay a little more and get reasonable turnaround times. I can send a letter to CA (I'm in Washington state, so that's the closest distribution center) and get one back in far less time than it takes them to receive and ship a game, so I'm not sure exactly what the issue is. If I ended up with a crappy game and sent it right back, I'd be sitting upwards of two weeks waiting for a replacement. If Gamefly is intended to be a substitute for paying full price...that's hardly a suitable arrangement. If they ever figure out transit times I'll gladly rejoin.

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Gordon Dexter

December 31, 2008 4:16 PM

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I used GameFly for a few months and had no problems. I'm not a heavy gamer, so I found the service wasn't really ideal for me--I just don't \"finish\" games that often, and sometimes I like to play them again. I did get two games used from them (Metroid and No More Heroes) and I loved the fact that they shipped the game case.

I didn't really have any issues with their shipping speed, although I didn't pay close attention to it, since as I said I'm not a heavy gamer. I did enjoy trying out a game or two, but mostly just ended up buying the games used instead of returning them.

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January 2, 2009 6:44 PM

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4-5 day turn around if you're lucky, and this for $15-$23 per month? Man, I'm glad I didn't start up again! I had it a few years ago and it worked ok, but I recall it being cheaper (I could be wrong about that though).

Still, and maybe Netflix has spoiled me (if I mail a movie back on Monday the next one in my queue will be in my mailbox on Wednesday), this really doesn't seem worth it. About a week ago I bought two brand new PS3 games off Half.com and Amazon marketplace for about $25 apiece, or a month of the 2-game plan from Gamefly. One of them is Grand Theft Auto IV, which I wouldn't return to Gamefly for a looong time, so it definitely doesn't seem cheaper to me.

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Anonymous

January 11, 2009 12:24 PM

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Well Gamefly is meh. I had it about 2 1/2 years ago when they only had a shipping center in CA. I live in NY so that really sucked for me. But I just joined again 2 days ago after seeing tha they opened a Pittsburgh, PA shipping center. So the day AFTER I joined Friday. I get an email saying the have shipped the top 2 games on my QUE which were both on low avaibility NBA 2K9 and Madden 09. Boy did that make me really happy. I am hoping to get my games by Monday, Wendesday the latest if that happens. I will really start to enjoy Gamefly.

Thanks guys.

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Anonymous

January 28, 2009 10:36 PM

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I love the IDEA of Gamefly, but their service totally sucks. The games take forever to get back. They claim to have Fastreturn, but the USPS in my area knows nothing of them. It has been a real bummer for my kids, and me: considering it's $25 a month. Go to Big Bang Blogs to see more.

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Anonymous

February 23, 2009 8:08 PM

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I have had them for a couple of months. Avg time it seems to take to get a game from when they ship it (even though they claim they have multiple warehouses) is about 5 days. I had an online rental service for anime based out of Florida, and it was about the same, so I doubt they have multiple centers like they say they do (I am almost smack dab in the middle of the country). I have gotten about 3 games, all 3 games required some kind of cleanup as they would not play initially. 1 of them never would play at all, and another played once before never playing again due to being scratched.

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January 31, 2011 5:18 PM

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As a customer of Gamefly I had an issue with the company. On Sunday, January 30, 2011 I contacted them via web chat. I could not call the coustomer service line since it is only available 4 hours a day during the week. When the customer service representative could not help me I asked to chat with a supervisor. I was told one was not available but if I would supply my home telephone number a supervisor would call me shortly. I gave my number and shortly thereafter a supervisor did call me. The supervisor was extremely unhelpful and the conversation became somewhat heated. Since that time I have received several hang up phone calls. My telephone caller ID shows all the calls were from Gamefly's customer service number. That number is 1-888-986-6400. Yesterday (Sunday) and this morning caller ID shows that is the number making the calls. All those calls were made at a time when the customer service line is unavailable to customers. Each time I answered the phone nothing was said the caller simply hung up. I recieved the last call from that number at 2:03 this afternoon (1-31-2011). I believe that there is serious criminal activity at Gamefly. I think you should stay away from this company at all costs. Thank you, Gary E. Johnson

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