After almost four months of phone calls and emails to GameStop Corp. complaining about the slow shipping of an order, New Jersey teacher Steven Titus received a late night call in early March — from a director on the video game retailer's board.
On the line was Ryan Cohen, the billionaire co-founder and former chief executive of online pet supplies retailer Chewy who is now leading GameStop's push into e-commerce. Cohen was responding to an email Titus had sent 12 hours earlier to more than two dozen GameStop executives and board members.
"NOBODY has attempted to respond except a muddled voicemail with no distinguishable callback number or extension. E-commerce requires a customer support team and processes that are responsive," Titus wrote.