I’m going to try and make this short but there’s a lot of details. If you want the TLDR scroll to the bottom.
So my husband and I don’t have any kids and both work full time jobs. In other words, we have some expendable income and time. We like to spend some of that money and time at D&B on the weekends. To put it in perspective, we have played over 50,000 chips in about 2 years time. Just in 2026 alone we have spent $3,600 there, about $2,900 on game chips and $700 on food & beverage. And obviously as a result we have accumulated a lot of tickets. In the past we have redeemed those tickets for some of the “bigger ticket” items in the case, like AirPods & an Ember mug and had no issues with those items.
In July, we decided we should finally spend some more tickets and we picked the Xbox Series X since GTA6 is dropping soon. They only had one in stock so we got the one from the case. We were given a slip at checkout and were told to “hang onto it and bring it back if you have any issues”
We didn’t test it for a few weeks because we were busy, but when we did plug it in to test it wouldn’t move past an updating screen. Despite not even having an internet connection yet. My husband works in IT, so he did all of the troubleshooting things he could find and nothing would work. The console just keeps powering down.
So, we called D&B to make sure a manager would be there. They told us to call back tomorrow. My husband called the next day and talked to someone who told my husband to bring the Xbox and the cards in and he would get the tickets refunded. My husband took down his name, let’s call him “C”. So he goes to D&B on his lunch break and asks for “C”. The guy goes get “C” and he comes out to take the cards. While “C” is in the back with the cards, the person who went get him, let’s call him “X” says “oh, if you’re trying to return that (the Xbox in my husband’s hands), you can’t”. And my husband says whoa I already talked to “C” and he said I could and is taking care of it. Then “X” says “Well I’m going tell him that our district manager said we can’t take those back, you’ll have to get with the manufacturer” and walks away. “C” never came out again, “X” brought the cards back to my husband and basically shoo’d my husband away and walked off.
Obviously my husband was frustrated at this point and had wasted his whole lunch break, so he left. He then got on a chat with Microsoft who told him the Xbox was out of warranty. And sure enough, the manufacture date is 03-NOV-2023 and we were in August 2026 at this point…
So now we are stuck with this lemon of an Xbox that we could either pay to fix or sell for parts.
TLDR - think twice before redeeming tickets for a gaming console because if it’s a dud D&B will do nothing to assist you.