Pro Console Repair In Retro Madness

I had a very frustrating experience with this shop and the way my situation was handled. I received a pickup text for my PSP on 2/10/2026 and went to pick it up on 3/9/2026. That is only 27 days. The contract/receipt I signed clearly states that a console will only be considered abandoned after 30 days. Based on their own written policy, my system should not have been treated as abandoned. When I arrived, the employee behind the front desk initially told me my PSP had already been moved to their “abandoned shop,” which is located somewhere else. Because of the way he explained it, it sounded like getting my console back would take a long time or might not even be possible that day. Considering I live about 30 minutes away, this was extremely frustrating to hear after already making the trip. When I explained that it had only been 27 days since the pickup notification, the manager Gill eventually stepped in. He called the person who supposedly had the console and took my paperwork. However, he walked away without clearly explaining what was happening or how long it would take. In reality, it only took Gill about 20 minutes to retrieve my PSP and return with it. This made the whole situation even more frustrating, because the initial explanation made it seem like recovering my console would be a much bigger issue than it actually was. What made the experience worse was the lack of customer service throughout the interaction. There was no apology for the inconvenience, no acknowledgment that the policy had not yet reached the 30-day limit, and no attempt to offer any kind of discount or gesture for the hassle and time wasted. If a store has a written policy that clearly states items are considered abandoned after 30 days, that policy should be followed. Customers should also be treated with clear communication and respect when issues come up. Overall, the situation could have been handled much better. The lack of communication, poor handling of the policy, and absence of basic customer service made this a very frustrating experience.

My sons Meta Quest 2 charging port melted a cable and the plastic 9n the device. I called and they said they could fix it so I brought it in! They fixed it in about a week! The repair was $100 with a 30 day warranty and you only pay if they can fix it. They did a great job!

Overall, a great place with a nostalgic vibe and excellent customer service. They repaired my son’s Nintendo Switch, and the experience was so positive that I felt compelled to make a purchase. I ended up buying a PS2 and Dragon Ball Z: Budokai 3. The staff was really cool and welcoming. I’m giving 4 stars instead of 5 because the prices were on the higher side—I paid $300 for a PS2, two controllers, and one game. That said, the convenience and the kindness of the staff made it worth it.

Took my PS4 in and got it back the same day thanks guys so much for fixing it. Paid $50 Bucks for labor to put in hard drive and PlayStation update, I couldn't do it my laptop sucks! I'm happy my wife told me about this place. Thanks again Retro Madness! 🎮