When New Jersey teacher Steven Titus sent emails to GameStop Corp. complaining about the slow shipping of an order, he received a late night call to apologize – from a director on the video game retailer’s board.

Ryan Cohen took it upon himself to speak with the New Jersey teacher.

“I just got your email, I’m so sorry this happened. Let me get to the bottom of this,” Ryan Cohen told Titus.

Ryan Cohen then asked GameStop’s new customer service chief Kelli Durkin, who spearheaded initiatives at Chewy that included written personal notes to customers, to look into the matter.

Titus was reimbursed for his purchase, even though he had not requested a refund and was only complaining about the tardiness of his order.

This phone call is stated to have occured in early March.

As previously speculated, it’s safe to say that some of Ryan’s first initiatives at GameStop will be to revamp the customer service experience, as proven by his recruiting of Kelli Durkin into the role of Senior Vice President of Customer Service at GameStop.

Source: Reuters

1 thought on “Ryan Cohen: Let Me Get to the Bottom of This

  1. Jonathan Cieri says:

    Hello my name is Jonathan Cieri, I recently started working for Atento GameStop and a large problem came to my attention. GameStop has lost millions of dollars from packages lost in transit, in my opinion GameStop should make mail companies like FedEx to take a picture of packages as soon as they’re dropped off and post them on a live GameStop website or app. We would know for certain if packages actually were lost in transit or if customers are just misleading support teams. GameStop could save millions, thank you for your time.

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