ComplaintsforSquare Enix, Inc
Video Game Dealers
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Complaint Details
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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;//******************************************.Initial Complaint
03/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased the collectors edition of Final Fantasy 7 Rebirth from this retailer for a total of $379.78 when I made this purchase we enter a contract where I pay the money and they ship me this game in time for the 2/29 release. Square Enix has failed to uphold their obligation of my package along with being silent about any resolution.*** has told me to contact Square Enix to open up an investigation and Square Enix has not responded. Numerous people have been talking about the same issue here on Reddit so this is not unique to me: ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************* you can read from these posts Square Enix has made a ton of money off of preorders but being silent about the delays or when we could see our purchase. The simple fix would be to give these people download codes for the game to bridge the gap between the delays. At this point I am hoping the BBB can make Square Enix respond and refund a portion of these purchase to people getting delays.This wasn't purchased through a third party website this is the Official website for pre-orders and they cant get it right. I am begging you to please look into this and force a correction for not only myself but countless others who did not receive their item today. If you would like my personal tracking number for this purchase at *** is: 1Z3Y70370307602898. I have already opened a claim.Thank YouBusiness response
03/29/2024
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 ****************************.Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Square enix has a zero refund policy for some games but also at the same time they make their design so aggresive where not only me but a couple of my friends buy products from them that they cannot play due to one issue or another. Granted if you forgot some account ********************** they can be very forgiving, however, i bought a game final fantasy 14, and it has no refund. I am fine with that I just wanted to play it, but due to their account design its kind of hilarious, I cannot play the steam version of the game, and I cannot get a refund for it.They do not try to resolve my issue, I have tried working with them several times, but it always ends up with them ghosting me. If I could just play the game I would be happy, I don't even mind the no refund, and theres got to be some kind of representation for this kind of thing. I have bought a few of their games through the years, but its getting really old now. I would at least like to play the game I bought even if a refund isnt possible. Its not my hardware, its their account management system and their user aggresive design.Business response
03/28/2024
Thank you for reaching out to Square Enix, Inc. 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 http//******************************************.Initial Complaint
03/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Squareenix uses a bug ridden web interface. Due this, my checkout wound up with a quantity of two copies of one of their games as opposed tot he single one I needed. I contacted their customer support with ample time and they assured me they were cancelling the order.I suspect they chose not to as pre -order sales numbers have a positive affect on their earnings reports and stock price. They shipped my order and I would like a refund of my ****** plus any further shipping costs immediately.Business response
03/15/2024
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
03/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is (mostly) satisfactory to me.In addition, SquareEnix would be far better served with adequate customer service, and a website that wasnt designed in the early 2000s. I represent one of many loyal customers to SquareEnixs franchises and it is a shame I was left in the dark for so long on this issue.
Sincerely,
*************************Initial Complaint
01/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Last transaction was $30 on 1/02/2024 for an online subscription service to Final Fantasy 14. The business was committed to providing an online service for a subscription fee. Account was terminated with the business on 1/04/2024 and the subscription lasts for a month. Requested a refund for the service of that month for $30 but was ignored. I have invested at the minimum $1000 into the business over the past 3 years and 10 months. Account was with **********************Business response
01/25/2024
Thank you for reaching out to "Square Enix, Inc." 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
01/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This business makes retrieving a password exceptionally difficult. It hides the unsubscribe in a list of similar links with obscure language and multiple secondary actions required to even enter the page. They are putting the payment button on hi speed and being extremely obtuse when you wish to unsubscribe. I recommend people block the merchant because its far easier that way. Im seeing this with several tech companies recently. They all are protecting profits by making the unsubscribe button less and less accessible and the fact that bbb not anyone else does nothing to reign in on what is so obviously an ********* and corrupt form of business practice makes me sick to my stomach.Business response
01/23/2024
Thank you for reaching out to "Square Enix, Inc". 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
12/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i purchased sixty three dollar game from square enix games they have been commiting acts of theft by selling games that wont work and has well known errors itd widely reported yet nothing is done im not the only one who has been robbedBusiness response
01/03/2024
Thank you for reaching out to Square Enix, Inc. 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 http//******************************************.Initial Complaint
11/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
This company takes large amounts of money from its clients with 0 communication, then refuses to communicate in any way, they have removed all contact numbers and customer service agents. They do not ship your item and wait for you to file a complaint to even acknowledge they took your money. They are just holding money and not mailing the items, and they have cut off all forms of communication to validate or acknowledge receipt of any communication. This company does not deliver or produce the products it sells. This c9mpany provides no tracking numbers, or any communication regarding its shipping. This company is openly stealing from its customers.Business response
11/20/2023
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
12/05/2023
Complaint: 20825312
I am rejecting this response because:
It is automated garbage
Sincerely,
*************************Initial Complaint
10/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I pre-ordered "Final Fantasy XVI Deluxe Edition" from SquareEnix on 2023-06-12. Order #**-12723. Despite of receiving notifications from *** saying the were waiting to receive the merchandise from the merchant (tracking #: 1Z3Y70370307001368) a few days prior to the release date Jun 22nd, I didn't get it delivered until Jun 27th - Five days after the release date. According to the company website I am eligible for return of the unused, unopened merchandise. I contacted the company numerous times providing pictures of how the merchandise was still intact, they still haven't been able give me a shipping label to return and get a full refund. All they could answer was several apologies and saying they were escalating the matter. Oh, if I took more than 48h answer them, they would close the case. They took their sweet time to answer me everytime and kept closing the case and giving me a hard time to do a simple return! I am seeking to return the merchandise and get a full refund including the shipping fee. I also would ask for extra *****% since the purchase date. That's the average APR for most credit cards in *** in 2023. I think that's more than fair regarding the trouble and the information inconsistency provided by the company.Business response
10/06/2023
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
10/09/2023
Complaint: 20679191
I am rejecting this response because I've tried to contact Square Enix numerous times and their customer service is inconsistent and incompetent. I have provided every single information they requested to make this return. But Square Enix doesn't take my inquiry seriously. At this point I am feeling discriminated by a company that refuses to own their mistakes.
Sincerely,
**********************-*******
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Contact Information
Customer Complaints Summary
60 total complaints in the last 3 years.
24 complaints closed in the last 12 months.