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GameFly Reviews

Updated Feb 24, 2014

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All Employees Current Employees Only

2.7 9 reviews

50% Approve of the CEO

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Dave Hodess

(4 ratings)

13% of employees recommend this company to a friend
3 Employee Reviews Back to all reviews
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    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO


    Great colleagues but disappointing company.

    Customer Service Representative (Former Employee) Austin, TX

    Pros- I met great people that I love to this day.
    - Variety of channels used to respond to customers (Phone, E-mail, Chat).
    - Free GameFly account.
    - Small customer service team. It provided a sense of camaraderie.

    Cons- Working on weekends and overtime around holidays.
    - Pay was mediocre for the industry, but the amount of my raise after a year felt insulting.
    - Some reps valued speed more than quality and the metrics only reinforced this attitude.
    - A lot of reliance on your specific Lead's philosophy of how to handle certain issues.
    - It seems as if the upper management was more worried about advertising than investing in the company's infrastructure.
    - No room to move up without someone leaving the company.

    Advice to Senior ManagementInvest more in operations. Slow shipping or lost games were the complaints faced on nearly every call, so perhaps those things should be addressed. More shipping sites might help and tracking might be a huge help. A lot of reps kept quiet because we had to assume that tracking must cost more than the amount of games lost or stolen.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO



    Customer Service Representative (Former Employee) Austin, TX

    ProsFree GameFly account
    Friendly co-workers
    Some scheduling flexibility (based on need)
    Good healthcare package

    ConsLow pay: Starting pay was about what you would expect for a contract worker, but not in line with permanent employment at other companies.

    Few opportunities for advancement: Regardless of how much work you do and how well you do it, you may be held back based on very arbitrary reasons. Management may even start training you in a leadership position and then stop training you without explanation.

    High turnover: Within 1 year of my starting employment at the company, almost the entire leadership team within the customer service department left the company. It's also extremely common to see only one person stay from a group of 3 or 4 new hires.

    Increased workloads without increased benefits: As stated previously, you may give it your all and still not see any advancement. This also applies to things like raises. Unless your job title changes, you are extremely unlikely to see a raise. If you participate in the technical support team, you will be trained for two jobs, paid for one, and expected to switch between them at moment's notice on someone's whim.

    Poor structure: Training was haphazard at best, and the department is actually split into two halves, one of which doesn't actually have a structured training at all. There's also very little provided in the way of knowing WHAT you're actually supposed to be supporting. Sometimes you will be asked to handle situations and issues that you've been explicitly told by someone else not to handle. There are few, if any, resources provided after initial training, and responses to specific situations are often based on how whatever lead you ask feels the situation should be handled. There are also some pretty outdated policies and procedures, and a general resistance to updating them. Suggestions for improving efficiency were typically ignored.

    High metrics substituting for correct staffing: Because of the high turnover, we were almost constantly understaffed. When metrics weren't being hit, new management's response was an increase in monitoring. Prior to that, the stated goal was and the goal that leads actually expected staff to hit were not in alignment at all. Although the quantity of cases handled increased dramatically, quality generally suffered. During this period of increased monitoring, there was also regularly mandatory overtime in effect.

    Advice to Senior ManagementSince management has changed recently, I'd say keep the cons in mind. It's been about a month since I left the company and I sincerely hope that things are improving.

    No, I would not recommend this company to a friend

    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO


    Just a job to pay the bills (barely)

    Fulfillment Associate (Former Employee) Austin, TX

    Pros- Free GameFly rental account
    - Got out of work at 4:45 pm
    - Frequent breaks
    - Able to check out games before they're released to the public
    - Decent healthcare coverage

    Cons- Pay was average for the job type, which means it sucked in general
    - No room for advancement past a few $0.50/hr raises
    - Work on Saturdays
    - Extremely boring manual work (filling envelopes, printing shipping labels)

    Advice to Senior ManagementTry to make the work environment more tolerable for such a boring, repetitive job. Have more company events and parties.

    No, I would not recommend this company to a friend

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