GameStop apologizes to Deus Ex PC customers

GameStop really doesn’t like all this “lawsuit” talk that’s been buzzing around since they were caught with their hand in the cookie jar, ripping OnLive codes out of sealed copies of Deus Ex: Human Revolution for the PC. Now, in an email sent out to customers by GameStop CEO Paul Raines, they’re offering an olive branch to those affected. Customers who bought the PC game before the store decided to stop selling them altogether are eligible to receive a $50 GameStop gift card and a Buy 2 Get 1 Free coupon on used games. Considering GameStop’s history of completely ignoring customer outcry, offering a $50 gift card is sort of a big deal. Usually they just offer to show you the door, and ask if you want to pre-order Madden.

If you purchased the PC version from GameStop, all you need to do is take the email and your receipt or order confirmation from to a retail store. Once there (after being hassled to reserve every game coming out from now until 2014 and talked down to by a 17-year-old), you’ll get some free money, effectively refunding the entire cost of Deus Ex: Human Revolution on PC, so we guess it’s worth it. We doubt anyone was that excited for the OnLive code.

Honestly, it’s tough to blame GameStop for this entirely. No matter which way you slice it, Square-Enix did package a competitor’s coupon in a game without telling them. That’s a thing they did. While gutting the games and tearing out the offer wasn’t the most tasteful way to handle the situation, neither was sneaking in an OnLive code without mentioning it. Seriously, how did they think GameStop would react when they saw that? The email is below—what do you think? Water under the bridge?

"Dear GameStop customer,

Earlier this week, GameStop removed a competitor's coupon from standard edition PC versions of Deus Ex: Human Revolution, a recent release by Square Enix. We were not aware that the product box would contain this competitor's offer. We regret the events surrounding this title release and that our customers were put in the middle of this issue between GameStop and Square Enix, the publisher of this game. And for this, we are truly sorry.

For your inconvenience, we would like to offer you a free $50 GameStop gift card and a Buy 2 Get 1 Free pre-owned purchase. We want to earn back your trust and confidence in the GameStop experience. Please bring in this email and your store receipt or order confirmation from and present it to a Game Advisor.


Paul Raines

CEO, GameStop"

Aug 28, 2011

Hollander Cooper

Hollander Cooper was the Lead Features Editor of GamesRadar+ between 2011 and 2014. After that lengthy stint managing GR's editorial calendar he moved behind the curtain and into the video game industry itself, working as social media manager for EA and as a communications lead at Riot Games. Hollander is currently stationed at Apple as an organic social lead for the App Store and Apple Arcade.