ComplaintsforBandai Namco Entertainment
Video Game Manufacturers
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Complaint Details
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Initial Complaint
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
order placed march 8th 2022. item never arrived. tracking at the time showed the item was sent back to them. over 7 months of emails from them saying they have excluded the issue and that department has still been unable to resolve the issue. would like a refund at this point.Initial Complaint
11/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order #****** I placed this order for a game called Dragon Ball the Breakers special edition. It was advertised that the game would come with a steelbook if ordered through the site. I placed the order and when it was received, I realized they had sent a steelbook for a PS4/5 or Xbox game, as the case was made for a disc. I bought the game on ******** Switch, which does not use discs. I contacted Bandai about this matter. They advised me there are no Switch steelbooks. This is not listed anywhere on the website, I have taken screenshots as proof. I have asked for either a discount due to the discrepancy or to initiate the return process. for over three weeks, I have been asking for an update and am only told to be patient. I have asked to escalate the matter and they have refused to. I have now advised them I do not want the product at all due to the poor customer service. I have now been told I cannot return the item because my issue is being handled by a different department, who they will not provide me contact information to. The game has been out almost a month and I have not been able to play it as I have kept everything sealed until this issue is resolved. At this time, I would like them to initiate the return and have them set up the pick up for the product or a full refund and allow me to keep the products. I would like to mention as well that as of today, they are putting another product online called Tales of Symphonia and it appears to have the same language, not mentioning if the steelbook will actually work for the game purchased. This appears to be a common tactic of Bandai to lure people into spending more money. They have also yet to answer my via social media either.Initial Complaint
11/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order ******; Received defective item 9/7/2022.I have sent at least a dozen emails to Bandai Namco Entertainment regarding my request for a refund or replacement, and have been stonewalled by their customer service. An RMA number has not been given either. It has been more than 60 days since I received the defective item. I have even asked to contact a manager. They refused to provide any managers' contact information or any further details, other than my ticket is on hold pending review.Initial Complaint
11/03/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
i purchased collectible video game goods from this company. expensive items that should be shipped in a box to insure safe delivery. especially when spending $12+ on shipping. instead, they ship in a paper bag, and my items are damaged. i kindly asked for a replacement to be send in a box, and they will not help me solve the issue.Initial Complaint
10/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a limited edition ***** ring collectors edition box set of vinyl records. They arrived damaged. The records were shipped in a cardboard mailer with no protection from damage of any kind. This box set had duplicate disks reported by many different people.I am unable to contact customer support in any way. Their submit a ticket for support is broken and flashes in an endless loop asking to log in. I would like a replacement sent to me, with appropriate packing materials and no damage. If there are none left to ship me I would like a refund for my trouble with this company. This was a $190 purchaseInitial Complaint
09/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased in there app for pac-man, to remove adds. However, after they updated there app, it shows me adds anyway. I tried to restore my purchase, but the app says a never bought it. I still have the receipt of my purchase. I want a refund or access to the game with out adds.Initial Complaint
09/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order date: 3/14/2022 Paid $132.97 Ordered 2 copies of Dot hack last recode for *********************** only sent one copy of the game.Reached out to the company 20+ times, every response says they are still looking it. With no results. A shipping label was created april 1, never delivered to carrier.Order number ***** Tracking 1ZEA59530377931218Initial Complaint
08/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
i Bought their game black clover on steam but it didnt work and bandai refused to help so i want my money refunded and maybe a apologyInitial Complaint
07/31/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a collectors edition of ***** Ring from the Bandai Namco store on Thursday, March 10, 6:45 PM for $209.98. A month passes, the item has not been delivered and I've received no update. I contact customer service and say my item has not arrived. They say they will look into it. 3 days later the item arrives, so naturally I was excited that there was a quick resolution. That excitement faded the moment I opened the item and saw that the collectors edition statue of ******* had piece of her helmet broken off and taped to the inside of the box. This was clearly an item that was returned by someone else and then put back into circulation to be sold again.Obviously, I immediately contacted Bandai Namco telling them what had happened in hopes of returning the item and receiving a replacement. It's going on 4 months now that I've been emailing back and forth with customer service as they continue to tell me that they appreciate my patience as they process a RETURN ****************** crews have finished 2 highway expansions near my house in the time it has taken Bandai Namco to NOT process a return label for the broken item they sent me. I've tried resolving this with them for far too long so now outside entities need to get involved.Initial Complaint
06/18/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Feb 15th, I purchased Katamari Damacy Reroll through the eshop on my ******** Switch. I was able to play the first level but on the second level the controls would no longer function. After confirming that it was a problem on all of the controllers we own and ruling out broken remotes as an issue I contacted ******** and was told to contact Bandai Namco to let them know about the problem and request help. My initial email contact with them was on Feb 26th letting them know about the problem. They did not contact me back by email until March 27th. At that time, they acknowledged how long it had been since Id emailed them and asked if I was still having the problem. On March 27th I emailed them back and said yes I was still having the problem. On April 24th I finally heard back from them again. They said their team couldnt replicate the problem and that I could be having a remote control issue. When I had not replied after 48 hours, on April 27th my ticket was closed and I was asked to provide feedback. My feedback was that I should be given more time to reply especially considering they have taken a month to respond to my messages each time. I explained that its not a remote control issue and that I just wanted my money back for the game since its not working. On May 5th they responded to that email and asked for a copy of my official receipt for review since Id asked for a refund. On May 5th I emailed them the official receipt they requested stating that the price was $9.89, I had used $2.85 in credits, my subtotal was $7.04, my tax was .49 cent and the total was $7.53. I was emailed back on May 12th and told that I purchased the game from a different retailer and they only refund games purchased through the Bandai Namco store. They recommend that I contact the ******** support team. May 12 I replied that is done that and would contact the BBB if this wasnt resolved. May 19 my request was forwarded to someone else. I want my full $9.89 back as a resolution.
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Customer Complaints Summary
38 total complaints in the last 3 years.
8 complaints closed in the last 12 months.