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Business Profile

Video Game Dealers

Square Enix, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Dealers.

Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/17/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Downloaded FF14 via Mogstation Windows edition on 3/15/2025. I'm an older player coming back after 2 years. I've already seen all the stories so I opted to skip them and go straight to pvp. My previous character was maxed out. I purchased two of my favorite classes to fight in PVP. I use to love to PVP in this game, so I figured why not have some fun, that's what games are for right? I switch between the two and there is no option to to pvp any longer. At ****************, where the skills are supposed to be for pvp, I have my normal skills there instead. I meet all the requirements, and not to mention I just was in eight matches before I switched characters. This company always had a favoritism vibe, and I could possibly sue for discrimination, but I will not. Refund my card, I will go my way, you go your way, and we'll leave it at that.

    Business Response

    Date: 03/17/2025

    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 Answer

    Date: 03/19/2025

    I wanted to inform the BBB that Square Enix is no longer at fault and has made everything right.

    Thank you for assisting me on this matter and please notify Square Enix that I am happy with their services and I apologize for any inconvenience.  Thanks again.

  • Initial Complaint

    Date:03/17/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I'm attempting to log into my account that I've purchased $1,359.70 in digital items for. My old Steam account was linked to this Square Enix account. That steam account is now deleted. Square refuses to unlink my steam account so I can associate the new one, taking away my access to that $1359.70 in items I've purchased.

    Business Response

    Date: 03/17/2025

    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

    Date:03/17/2025

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Square Enix the above named business has been using my media for monetary gain and for gifts and donations without prior or proper authorization for myself or from any representative thereof. Also, without providing myself or any representative thereof fair compensation.

    Business Response

    Date: 03/17/2025

    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

    Date:02/12/2025

    Type:Product Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Their website charged me twice for the same item. I requested a refund, they told me no. Then they told me to circle around to in-game services to try to work out a substitution instead of giving me a refund. I tried that, they don't have records of the customer service number. I want my money refunded.

    Business Response

    Date: 02/13/2025

    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 Answer

    Date: 02/25/2025

     
    Complaint: 22882578

    I am rejecting this response because:

    Refusing to respond is not a response.


    Sincerely,

    **** *********

  • Initial Complaint

    Date:02/03/2025

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have had my Square Enix account since 2015. I played for years, spent plenty of money, and I stopped playing for a while. I've been trying to log back into my account, but the ********************** support (which is ABYSMAL) has been completely unsupportive or helpful. I've provided all the evidence I have to show it is MY account but they won't help. They say it's in another name, which COULD be a previous last name, but when I try to verify they do not help me because they "can't confirm this information"??? PLEASE JUST LET ME PLAY THE GAME. you're the WORST company to try to get support from.

    Business Response

    Date: 02/03/2025

    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 Answer

    Date: 02/18/2025

     
    Complaint: 22887791

    I am rejecting this response because:

    I have ALREADY gone through your unhelpful steps to provide ALL information you requested, I have gone through multiple processes and "support emails" but you are unwilling to help. You KNOW that I am not the only one to experience this exact issue and yet you refuse to help. I have spent so much money on you and I regret ever doing so. 

    You should be ashamed of yourselves. 


    Sincerely,

    Oase Erkamp

  • Initial Complaint

    Date:02/03/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dear Better Business Bureau,I am filing a complaint against Square Enix due to their unhelpful and ineffective support regarding the recovery of my Final Fantasy XI account. Despite multiple attempts to verify my identity and provide all possible details, their support team continues to reject my requests, claiming that "most data is incorrect."I have owned this account for many years and have invested significant time and money into it. Over time, people change devices and may lose access to certain information, but I have offered to provide official documents, such as my passport, to verify my identity. However, Square Enix refuses to assist me in any meaningful way.Their customer support has been completely unresponsive and unhelpful, making it impossible for loyal players to recover their accounts. This level of service is unacceptable, and I am requesting BBBs assistance in addressing this issue.I would appreciate any guidance or action that can be taken to resolve this matter.Sincerely, (To assist in verifying my account, here are the details I can provide:Main Character Name: Liveevil bahamut server level 60 sub Characters: Enm, Boyahdah Secret Question: "Whats your first pets name?"Possible answers: Asf000r or Asfoor (not entirely sure of the exact spelling).Account ID: It could be either ******** or ******** (uncertain). my gmails ************************************************************************************************************************

    Business Response

    Date: 02/03/2025

    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

    Date:01/06/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a game from them (through steam) on December 18th.The game ran fine, at first, on my brand new pc. Then more and more performance issues began to occur. After intense research, many other users are experiencing similar issues due to poor pc optimization, similar to memory leak problems. Steam refuses to refund, and only says to work with square Enix.Square Enix support isn't responding now, after offering ineffective bandaid solutions to their shoddy product.I just want the product I purchased to work.

    Business Response

    Date: 01/21/2025

    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 Answer

    Date: 01/29/2025

     
    Complaint: 22758293

    I am rejecting this response because I am still waiting on a reply from your customer service team from much earlier this month. I provided photographic evidence that the minimum hardware requirement your team is quoting to me is NOT what is listed on steam. Lying to your customers is wrong. 

    Sincerely,

    ***** ********-********

  • Initial Complaint

    Date:12/09/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is related to another BBB complaint made against *** Logistx side under the same name and email address of this complaint and will also include the same tracking number. I made a purchase for a plushie on 11/11 that was sent by Square Enix **** that was sent on 11/12. Movement on the package for delivery was fine until it reached ***. Once the package had left their facility to be delivered to **** and has had no movement whatsoever since. While Square Enix's support has been rather understanding, there has been some things they have not been answered while they are doing their own investigation. They had not mentioned if the package was insured, have avoided giving a resolution with another plushie being sent as a replacement as of so far as this seems to be lost in traffic and out of my control. As the senders, they should take responsibility for this (they are attempting with an investigation, but no result so far). This is something time sensitive for me as it will be seen in the screenshots. But all I do want is a resolution for this with the item being replaced and delivered to me from a different shipping facility that can make this happen as soon as possible over getting a refund. It is not in my hands to jump through all of these hoops for the package to reach me promptly and safely, but theirs as their responsibility as a seller fulfilling their end of the bargain. Though they are trying what they can, I do not see any sort of resolution happening any time soon and I'm running out of time for what I needed the item for. So I now turn to you, BBB, for assistance. I will include receipts of the purchase and conversation with Square Enix support, as well as the tracking number. In their records, it should be under inquiry #********. And hopefully the information from the complaint of *** can also help for this.

    Business Response

    Date: 12/19/2024

    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 **************************************************.

    Customer Answer

    Date: 12/23/2024

     
    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

    Date:07/11/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The product was purchased through the Steam marketplace. The database must have misplaced the account ********************** on their end because none of the login information or account security questions were able to reset the account. I also don't have access to the email because none of my emails are showing up in the recovery process. I'm stuck in an endless cycle of an automated customer support response about the account ********************** I or the servers do not have. I have yet to even play the game and it's been over a year of hassle with no results. I just want to play the game but the way the login system works I can't do that.

    Business Response

    Date: 07/11/2024

    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 Answer

    Date: 07/17/2024

     
    Complaint: 21953780

    I am rejecting this response because:

    Unable to resolve issue using response.


    Sincerely,

    *********************

  • Initial Complaint

    Date:07/11/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been a paying subscriber of Square Enix's Final Fantasy XIV game since 2019.I recently discovered that my account ********************** with them is erroneous and have made numerous attempts to correct this with Square Enix via phone and email.Square Enix has refused to assist in correcting this issue, even flat out hanging up on me during our most recent conversation.I have recorded the most recent phone calls I've had with them to prove my case.

    Business Response

    Date: 07/11/2024

    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 Answer

    Date: 07/23/2024

    Hello,

    I was given your contact information regarding my complaint filed against Square Enix.

    I understand that I did not respond quickly enough to the company's seemingly automated response to my complaint as I have been traveling the past week and a half for work. I would like to re-open my complaint as no actual resolution has been offered at all by the business.

    I am looking at the communications via the BBB portal and I am astounded that the BBB would even consider this resolved when it clearly has not been.. 

    Any assistance would be greatly appreciated.

    Thank you.

Square Enix, Inc is NOT a BBB Accredited Business.

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