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Business Profile

Games

SEGA Of America, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Games.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 5 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:04/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 websites for Sega of America's games prominently display the phrase "Buy now" for PC games which are purchased digitally. However, if you dig into the ***** for said games, which are hidden quite deep in their website, they admit that what's being offered is in fact not a product you can but buy rather a license. The use of the language "buy" to refer to an act of licensing rather than purchase is also illegal in their home state of ********** under the law AB 2426.

  • Initial Complaint

    Date:02/22/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    **** has created and made the game angry birds 2. I am a current player of angry birds 2. The last few months the game has had many issues crashing that has resulted in lost items that cost real world money. Upon bringing this up to support their only answer is we cant verify you spent these gems and have a strict policy not to refund any. This is unacceptable. Gems in angry birds 2 cost real money. Over the last few years Ive spent $100s of dollars on this game. Ive made very few complaints for lost rewards but recently lost 370 gems when the tower of fortune crashed on floor 40 that Id spent to get that far. Ive read all of the troubleshooting for the game troubleshooting in the past. Ive reinstalled the game. I play next to the router in my house with a strong 1GB connection. The issue is the game. I would like my 370 gems returned or equal monetary compensation. Their support also asks for screenshots for this issue. You cant screenshot a game that has crashed. It crashed.

  • Initial Complaint

    Date:11/27/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    In 2022 and 2023, a Sega game, ******************, added rewards for Twitch Prime members.These rewards were not available elsewhere so I specifically took out a Twitch Prime subscription to collect them.Since creating a new save in the game, these items are no longer available to me, despite my accounts being linked.I have spoken to multiple members of ****'s support team, who have all refused to help me. I have also emailed a number of executives who have ignored me.Therefore, I am filing this complaint in an attempt to get some kind of resolution to my issue.

  • Initial Complaint

    Date:09/30/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    My apartment number was left out of my delivery address by mistake, so the shirt was sent back to **************** in *********. The business **** partnered with, ********************, does not have BBB profile, so this complaint is being sent to Sega of America instead.I contacted the phone number on the **************** website, their only point of contact, on September 4th asking about my order. I received a text asking for my full address, which I gave. As of today, September 30th, I have not been able to get in touch with anyone about my order. I have left 4 messages with them now, as well as texted several times asking about the status of my order. No one has reached back out to me about resending my order or issuing a refund.

  • Initial Complaint

    Date:06/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    SEGA owns rights to the game known as Project Sekai, aka ************: Colorful Stage. On June 11th, 2024, I lost access to my account on Project Sekai. The account was made through ****** Play and my email ******************** and had the name TheAd or TheAdvert. My phone was irrepably damaged and needed to be replaced. Before I turned in my broken phone, I transferred all the data on it to my new phone. Despite this, and despite the rest of my ****** Play data being transferred, my account on Project Sekai was lost. I had only found out I had lost access to my account after I had traded my old phone in and wiped its memory, meaning it was nlt recoverable through my old phone. So I turned to Project *****'s support page, which promised it could ***** me access to my account again if I filed an inquiry. The following week I messaged the support team back and forth, answering various questions about the in-game data of my lost account. Keep in mind many of these questions were very specific and allowed no room for error, such as how much of it's in game currency of crystals I had, which an average player will have thousands of. Despite answering every question as best I could remember, I was not told if any of my answers were correct, and were repeatedly asked questions I had already been asked. After about 5 sets of questions from the support team, they claimed I could not prove I owned the account. I emailed them back saying there must be some mistake, and tried to work with them, but they kindly told me to not message them. I decided to file a new report, using as accurate as information I still had, and this time provided multiple in-game screenshots from various times using my old account. Despite this new proof, they gave me the same response that they would not even consider it and that they decided the account wasn't mine. All my subsequent emails have been ignored. I ask only for SEGA to give me a human response and aid in recovering my account.

  • Initial Complaint

    Date:12/26/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Sega recently released a scam called Sonic Origins Plus. It's supposed to be a compilation upgrade to Sonic Origins, however it's a fake. They sell you a physical copy, then then you have to buy the actual expansion again, because they use fake codes and you're not able to actually get the content you already paid for without paying twice. All codes to redeem for the content that they cut from the physical disc is fake; they all will give you a "code is already used" error. You have to buy what you've already bought again.

  • Initial Complaint

    Date:08/15/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    My issue is the anti consumer practices that Sega/Atlus has taken in regards to their approach with dlc. I was gifted the Collectors Edition of Soul Hackers 2. To my dismay, upon receiving the gift three dlcs were not included in the purchase. They said if you preordered the game you would be given the phantom thieves outfits dlc. And it turns out that was a lie because that was only available to digital copies. Which isnt fair because for me to have already spent over $199 you would expect that your preorder entitled you to that dlc but alas I wouldve had to buy the game twice if I wanted everything which is unfair. What is also unfair is that I paid for the collectors edition and I have a statue for a game character that wasnt included in my edition. In order for me to even get that character I wouldve needed to buy the premium digital deluxe edition of a game never mind that I already spent over $199 on one copy of the game. For people that bought physical copies of the game atlus is making us have to buy the game twice to get everything. Nor do they offer the dlc individually for purchase.I would like for Atlus to either provide me the above digital content or offer those individual games for purchase.They also lied by saying it was available for purchase as dlc which it is not.The other thing is in ***** they gave the dlc code for the Ai-ho kun and the phantom thieves costumes as physical codes for those bonuses. Only in NA did they choose to go the anti consumer route.For me to get everything I would need to buy a Time Machine and buy the game twice. And I also spent an extra $40 thinking that included all of the dlc but sadly it doesnt because one is gone forever and the other is locked to the fabled premium digital deluxe edition. It completely alienated physical game purchases.

  • Initial Complaint

    Date:08/12/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Terrible costumer service

  • Initial Complaint

    Date:02/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On February 18th I purchased Sonic Frontiers Deluxe edition through Steam. I paid extra for the deluxe edition and I have received none of the content included in it. SEGA customer support has been no help and they are purposely closing me off because they view me as a nuisance. I have not harassed or threatened them. I simply want what I am owed. I also, redeemed their promo content prior to January 31st (the content being a simple pair of shoes in game) and they are refusing to look at my evidence and are not providing me with the correct phone numbers to call to get contact with someone. In fact, SEGA has a scam phone number listed online as their customer support number. In short, I have paid for content and it has not been delivered per Sega's actions. The only things I have as of right now are emails and I am waiting to see what SEGA says regarding what I have just told you. I have made it very clear to them but they seem to be not understanding what I am saying or pretending to not in order to simply brush me off and hope that I will let it go. I will not as I paid for that content and redeemed it on time, therefore, it is rightfully mine. I wouldn't have even made a BBB report if I wasn't so sure I was in the right.

  • Initial Complaint

    Date:08/11/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased a shirt from this company that arrived damaged. I sent pictures to their support team. Said team referred me to another department whose email and ********************* was no longer being used by the company. I sent months trying to get a return and or refund, going through the hoops they laid out for me. Recently, after speaking to them again, they said that since the sale happened over 30 days before, they did not have to rectify the situation. However I initially contacted within the ************************** months to go through all of the faulty and no longer functioning digital infrastructure. Currently, they are refusing to remedy the situation.

SEGA Of America, Inc. is NOT a BBB Accredited Business.

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