ComplaintsforSquare Enix, Inc
Video Game Dealers
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Complaint Details
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Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Square enixs title final fantasy 14 has been given access to consumers who are enrolled in ********* gamepass. In order to use said title, you have to make an account to play. They give you an option to sign up a new account when you open the game to play. Many complaints online and self experience this method proves to fail over and over regardless of approach. Forcing you to go to the website to make an account. So I make an account ******************** through the website, but can not use these credentials to log in on the Xbox. Getting an error of invalid ID/password, yet Im logging in and out of the website. Changed the password. Updated my square enix ID name to something different, changed it back to the original, reset password again. Mind you I can do this all in the website no problem. But I get to the Xbox and it will Not recognize me. I send this to customer support where they inform me they can not find my account name, or email address. Yet Im logged into their website this is very bothersome. After a few more exchanges with support they simple repeated they could not help me because they couldnt verify my account. Now my original Complaint was very different than the second complaint of why can you find my account or info in your system. In a line to send in a ticket to support they ask for a physical address but hide so by asking for an email address instead of an address mind you this field come right after confirming your email address so why have a third box confirming your email again but also stating its for a physical address. I feel as though they are farming new account via mad methods to creat accounts or get them working. Asking for info that is not needed what so ever especially if you cant even find my email address in your system. To boot, customer support refuses to go any further. They refused my screen shots of me Logged into the website stating their system doesnt allow them to view it because my account wasnt verified.Business response
06/12/2024
Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.
To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.Initial Complaint
06/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
On 15 March 2024 I ordered two items from the SquareEnix merchandise website for my daughter's birthday which was 21 April 2024. I ordered her the 'Final Fantasy VII Rebirth' Offical Soundtrack Collection on cd and a Red XIII plushie, a beloved character from the game 'Final Fantasy VII'. While the soundtrack eventually arrived on or around 25 April the Red XIII plushie still has not been shipped. I have sent them multiple emails which they have outright ignored, not even having the common decency to inform me as to why the plushie has not been shipped to me or when it would be shipped. It is now an hour and a half from the 6th of June and those a******* still have not sent my daughter's present or informed me as to when they will; they still have my money but ignore my emails. A few weeks later I ordered her the 'Final Fantasy XIV Dawntrail' Physical Collector's Box for her Christmas present, which should be shipped to me fairly soon as the launch for the 'Dawntrail' expansion is currently scheduled for 2 July 2024.Every time I have placed an order with Square-Enix's merchandising website it has been a massive headache. It was a few years ago that I ordered my daughter and myself the 'Final Fantasy XIV Endwalker' Collector's Box. They sent ONE and charged me for THREE. Because they couldn't be bothered adjusting the mailing address I still have never gotten my copy and I never will unless I suddenly win the Powerball and can afford $1,000+ on **** for a $200 item, which isn't very ****** likely.The Red XIII plushie cost me somewhere between $33 and $40usd. I do not have the exact amount available at the moment but I can get it for you if required.I want my daughter's birthday gift, now MONTHS OVERDUE, shipped to me air-mail/overnight at their expense, and I would like for you to ensure that they do not s**** me out of her Christmas gift when it ships near the end of the month yet again. They don't give a **** about me, but maybe they will the BBB.Business response
06/06/2024
Thank you for reaching out to SQUARE ENIX, Inc. ("SQUARE ENIX"). Please be aware that SQUARE ENIX does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services. To submit feedback or customer support requests directly to **********************, please contact SQUARE ENIX Customer Support at **************************************************.Customer response
06/17/2024
Complaint: 21809684
I am rejecting this response because there is literally no response from the company that is showing up here for me to read. I want my orders and Im **** tired of waiting for literal MONTHS for an order that I placed in March. This is ridiculous!
Sincerely,
***********************Initial Complaint
05/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
Two issues re: same order Date of Transaction: April 6, 2023 Date processed/bank billed: April 7, 2023 Online order of item that included preorder items Amount charged: ****** Order number: ******** Date order was cancelled BY COMPANY: May 7, 2024 First issue, I was told I would received full compensation in seven business days. On May 14, 2024 I received an email saying they could not process the refund and requested "Name of the account owner Customer physical address Bank name Bank address Bank account number Bank routing number SWIFT code number"Multiple times, I requested a secure way to provide the information other than via unencrypted e-mail. After receiving the same request to each reply, I said I would contact a lawyer to find out how. There has been no response since May 17. I was advised to contact the BBB. I want the full refund promised.Second issue, over this time period, the preorder item' release dates were changed multiple time, and I never received contact about that. The order is not viewable on my account on their current website and I had to contact CS for the details. I never received contact when two of the items were released but not sent to me, and I had to contact customer service (They were to be sent to me with the release of the final item). Without warning or explanation, I received an e-mail that the order was cancelled and would received a full refund in 7 business days. I had to again contact CS to find out why (The order was placed with the 'old store'). I was sent a code for 20%/20 dollars at most and free shipping for this trouble. Given that the three items not received cost around ****** USD from the Japanese website *** international shipping offered) and ****** on the US, a 200 dollar store credit is what I want.Business response
05/30/2024
Thank you for reaching out to SQUARE ENIX, Inc. ("SQUARE ENIX"). Please be aware that SQUARE ENIX does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services. To submit feedback or customer support requests directly to **********************, please contact SQUARE ENIX Customer Support at https;//******************************************.Customer response
06/03/2024
Complaint: 21776437
I am rejecting this response because: the reasons I contacted the BBB in the first place was because I stopped getting replies from customer service about receiving a refund when requesting a secure way to get a refund for an order the company cancelled, and lack of pro-active customer service contact regarding delays, shipping, and the reason for/any forewarning about the cancellation.
Square Enix's customer support is free to continue the e-mail exchange that they halted.
Sincerely,
******************************************Initial Complaint
05/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
See attached. I purchased something from the mog station for in-game use. They sent to the wrong character even after I confirmed it to be going to the right one. They have been unresponsive, not helpful, and blame me for having sent it to the wrong character when it was THEIR error. Horrendous customer service. No phone number, all email correspondence, and they do not answer ever. Horrible everything all around. I have been playing and a loyal customer (considered a legacy player) since 2013 and that means nothing to them. They ****. Fix the problem, send item to right character, or refund me so I can get the item to the right character. I am not accepting financial blame or responsibility for THEIR error and they need to address this.You sent the phial of fantasia to the wrong character. It needs to go to Dexsin Morningstar on Siren. It went to my deleted character Dexsin Morningstar on ********* and it is the mog station websites fault because I confirmed it to be going to Dexsin Morningstar on Siren, the site reloaded and had me confirm the character name but did not state what server and it sent to the one in Brynhildr which has since been deleted and the item never claimed.This is the error with the mog station, NOT my own error as I did confirm the correct character and when the site reloaded, it went to the wrong ones so I do not accept any responsibility. Fix this - Ive been a loyal player since 2013. I refuse to have to purchase another phial of fantasia because of the websites error, NOT mine. I will keep following up until I get a response.Thank you.Will certainly be following up with them until I get a resolution.Business response
05/17/2024
Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.
To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had an established Square Enix account, tied to my personal email address. I had troubles logging in, so I did the password reset process.This did not work and put me into an endless loop of not being able to access my account, which means I can't play the game (Final Fantasy 14).Upon contacting Square Enix, they told me I could not delink the Square Enix ID from my Playstation Network ID, and that in order to get this all corrected, i'd need to provide:-a new email address -copy of my driver's license or passport I'm fine using a new email address, but I find it absurd that for a video game I already bought and have played previously, that I have to provide my personal identification over an unsecured email chain with them.When I asked if there was another way to go about this, I got a firm no.I find it appalling that now, I can't use the product I purchased unless i'm willing to risk my own personal online security.Business response
05/16/2024
Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.
To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Tried to access my account and can't due to deleting a security key app on my phone. I have done business with the company before and never had an issue. Same bank account, same name, same address, same e-mail, pretty sure same phone number. Not sure why any private company would need my passport or ID info sent over the internet except to sell or use for identity theft.Business response
05/16/2024
Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.
To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.Customer response
05/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a video game license from them and no where on there website does it easily mention to the consumer that after the purchase of the video game license, you also still need to pay a subscription to use their servers monthly and I do not want to pay that, in addition to the game that I already bought. I think it is bad business practice to not make that easily known information since the absolute vast majority of games do not operate this way. I have only created an account with their website, and have not even downloaded or played the game yet. I would just like a refund for the game that I bought. Here is the order number Order US-******Business response
04/29/2024
Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.
To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at https;//******************************************.Initial Complaint
04/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
There is a problem with my account order history that needs resolved and I can not get them to email me back, at this point I want to talk to someone on the phone and get things resolved as soon as possible.Business response
04/20/2024
Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.
To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at https;//******************************************.Customer response
05/17/2024
Complaint: 21520258
I am rejecting this response because:SquareEnix customer service is non existent, as in they only have self help sections (that don't help) and no real live customer service. But you can close this complaint because it seems that any attempt to get actual customer service is pointless.
Sincerely,
*****************************Initial Complaint
04/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
On February 16th 2024 I purchased a video game from square enix. After not hearing from them in over a week in regards to them receiving the payment and shipping out the item I canceled the order and asked for a full refund. I asked them not to send the game to me that I did not want it. Finally after a week and a half somebody did respond only to tell me that "we're sorry we sent the game out." I then tried to contact the shipping company to stop them from sending me the game and I had no luck in doing that. So after the game finally arrived almost 3 weeks after I ordered it, I immediately contacted them and told them I wanted a return. I wasn't going to pay for shipping since I tried to stop the transaction before they shipped it and I wanted them to print a shipping label so I could send it back. Once again they took about a week to get back to me and asked for my information?! Which is ridiculous because They have my information. I purchased the game from them. They had my email my shipping address my name and everything. Which I told them, to which they took another week to say sorry we need your information. So after I provided the information they then said to send them a picture of the game. I sent them a picture of the game in the box to which it took a week for them to get back to me only to say please open the box even though the box itself shows their shipping address coming straight from them. So I sent them a picture of the game and they told me that they would look into a resolution and that was eight days ago for my last contact from them. I want them to provide *** shipping back to them without any charge to me and I want a full refund.Business response
04/19/2024
Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.
To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at https;//******************************************.Customer response
05/08/2024
Complaint: 21507801
I am rejecting this response because: there is no response. This is lining up with exactly the same disregard as I received. They don't respond to the Better Business bureau?? That is absurd. So square enix did not offer anything to the BBB in order to rectify the problem. No I do not accept this and I wish to escalate it in whatever way is possible.
Sincerely,
***********************Initial Complaint
04/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I bought Final 14 downloaded it and cant play it because theres some kind of account that I supposed to have made I guess 20 some years ago and since I cant remember nothing about it they wont help me out and wont give me my money backBusiness response
04/19/2024
Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.
To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at https;//******************************************.
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Contact Information
Customer Complaints Summary
61 total complaints in the last 3 years.
23 complaints closed in the last 12 months.