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Business Profile

Online Gaming

IMVU

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

This profile includes complaints for IMVU's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

IMVU has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • IMVU

      1001 Marshall Street, Suite 100 Redwood City, CA 94063

    • IMVU

      PO Box 2772 Redwood City, CA 94063

    Customer Complaints Summary

    • 52 total complaints in the last 3 years.
    • 16 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/23/2024

      Type:Billing 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.
      I've been with IMVU for the past 18 years!. My account was put on hold a month ago I have provided all information necessary, including my ID my ****** account information, my email and even credit card information. I have been providing all this information on a DAILY basis for the past month and still your agents at IMVU refuse to remove the hold on my account. They can clearly see that this is my account cause this is the third time I have provided my ID to you guys and my account is verified. I'm tired of providing this information daily and having ny account on hold. I'm making this complaint to see if someone can actually help me. Since your agents are not helping me at all and I want my account back like I said, i've had it for eighteen years and have already provided all necessary information...

      Business Response

      Date: 12/24/2024

      Hello *******, 

      Thank you for reaching out and for your long-standing loyalty to IMVU over the past 18 years. We deeply value your dedication and sincerely apologize for any frustration caused during this process.

      At IMVU, we have strict policies and guidelines in place to ensure the safety and security of our users' accounts. These measures are designed to protect account owners and prevent unauthorized access. While we understand this process can sometimes feel inconvenient, it is critical to safeguarding your account and personal information.

      After reviewing your account, we are happy to confirm that the hold has been removed, and the account has been returned to you. If you experience any further issues or have additional concerns, please do not hesitate to reach out directly to our Support Team so we can assist you promptly.

      Thank you for your patience and understanding as we worked to resolve this matter.

      - IMVU Support Team

      Customer Answer

      Date: 12/24/2024

      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:12/13/2024

      Type:Sales and Advertising 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.
      Personal information shared on the platform

      Business Response

      Date: 12/13/2024

      Hello *****, 

      Thank you for sharing your concerns regarding advertising and personal information on our platform. We take your privacy and trust very seriously and want to clarify how we manage these aspects on IMVU.


      First, we would like to assure you that we do not share your personal information with third parties without your explicit consent. Your privacy is important to us, and we have robust privacy policies in place to safeguard your information. You can review these policies in detail here: ********************************************************************.


      Regarding advertising and earning credits on our platform, we offer opportunities to earn credits through third-party partners. These activities are entirely optional, and the details of how information is managed in these cases are outlined in our privacy policies.


      If you wish to delete your account or remove associated personal information, please contact us at *********************************** and our team will assist you promptly.
      We appreciate your feedback, as it helps us improve our platform and services. Please feel free to reach out if you have any additional questions or concerns.

      Thank you, 

      IMVU Support Team

      Customer Answer

      Date: 12/14/2024

       
      Complaint: 22681703

      I am rejecting this response because:
      Does not adequately address privacy concerns. Involves accounts of individuals that cannot be accessed. 
      Sincerely,

      ***** *****

      CEO ********************

      Business Response

      Date: 12/17/2024

      Thank you for your response and for providing additional feedback. We understand your concerns regarding privacy, and we want to ensure that we address them thoroughly and to your satisfaction.

      To better assist you, could you please provide more details about the specific privacy concerns you are referring to? For example:
      - Are there particular instances where you believe your privacy was compromised?
      - Are you encountering issues accessing your account or other accounts related to you?

      Your input will help us investigate further and determine how we can best resolve the situation. At IMVU, we are committed to safeguarding your privacy and ensuring your experience aligns with our Privacy Policy.

      Please feel free to share these details either here or by contacting our Privacy Team directly at *********************************** Were here to help and work toward a resolution that meets your expectations.

      Thank you for your patience, and we look forward to assisting you further.

      Regards, 

      IMVU Support Team

    • Initial Complaint

      Date:10/28/2024

      Type:Service or Repair 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.
      I am filing a formal complaint against ******************. (IMVU) regarding the unjust flagging of a product I created on their platform. I have been a content creator on IMVU since 2007 and have always followed their Terms of Service (***) and Virtual Goods Rating Policy.The issue involves my product, an animated snake leglet (Product ID: ********, which was flagged as Unfit for IMVU (UFI) without a clear explanation. This product does not violate any of the *** guidelines, such as cruelty to animals, intense violence, or sexual content. The flagging is particularly unjustified because the original mesh from which my product was derived remains available for use on IMVU without issue. Additionally, I have submitted other similar products, and they passed peer review without any problems.Despite my attempts to resolve the issue through Help Ticket #******, I have only received vague, canned responses from IMVUs support team. No detailed explanation has been provided as to why my product was flagged, nor have they offered any way to rectify the situation. I escalated the matter by contacting IMVUs CEO, ***** ****, but I have yet to receive a meaningful response.This situation has caused significant emotional distress and financial loss for me. As a disabled veteran, I have invested a lot of time and money into the IMVU platform, and the unfair treatment I have experienced is unacceptable.IMVUs actions appear to be a case of inconsistent enforcement of their own rules, lack of transparency, and a refusal to engage with their users in a fair and respectful manner. This is a clear case of unfair business practices, and I am seeking the BBBs assistance in facilitating a resolution.

      Business Response

      Date: 10/28/2024

      Hello ********, 

      Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused. Upon reviewing your complaint, we discovered that your product was mistakenly flagged as Unfit for IMVU (UFI). We have since corrected this error, and the product has been re-rated to General Audience (**) status in accordance with our Terms of Service and Virtual Goods Rating Policy.


      To ensure a better experience for our creators, we have also taken steps to address the handling of this situation. The agent involved has been coached to prevent similar issues from occurring in the future. We appreciate your patience and feedback, which helps us improve transparency and fairness for creators on our platform.


      As a token of our apology, we would like to offer you a choice of either ******* Dev Tokens, which can be used towards a Creator Ad to promote your shop, or ****** Promotional Credits. To learn more about the Creator Ad Program, please visit: ************************************************************************************. Let us know your preference, and we will apply it to your account promptly.


      Thank you again for your understanding, and for allowing us the opportunity to make this right. If you have any additional questions or concerns, please dont hesitate to reach out.

      Warm regards, 

      IMVU Support Team

      Customer Answer

      Date: 10/29/2024

      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.

      Hello,

      Thank you for your prompt response and for addressing the issue with my product. While I appreciate that IMVU has re-rated my product to General Audience (GA) status and has taken steps to prevent similar issues in the future, I would like to reiterate my concerns regarding the initial handling of this situation.

      Firstly, I was deeply disappointed by how the matter was managed, especially the misclassification of my product as Unfit for IMVU (UFI) without proper justification. This not only caused undue stress but also impacted my confidence in the platform's processes. As a disabled veteran who has invested significant time and money into IMVU, I expect a level of transparency and professionalism in handling such cases.

      Additionally, I appreciate the offer of compensation, whether it be ******* Dev Tokens or ****** Promotional Credits. However, it is important to me that IMVU acknowledges the distress caused by this experience, rather than solely focusing on remedying the financial aspect.

      Lastly, while I am glad to hear that steps have been taken to coach the involved agent, I hope to see a broader commitment from IMVU to uphold its Terms of Service and ensure fair treatment for all creators moving forward. I believe that constructive feedback should be welcomed and that every interaction with the support team should reflect respect for the community members who contribute to the platform's success.

      Thank you for allowing me to share my thoughts on this matter. I look forward to seeing continued improvement in the way customer service issues are handled.

      Warm regards,

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

    • Initial Complaint

      Date:10/08/2024

      Type:Product 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 went on the classical website to buy credits cause they were on sale,there was credits on sale for $29.99 CAD, but the settlement amount was $41.87 CAD i had $50.00 on my card. But when it went through it took my money and didnt give me my credits which i don't understand. I want my money back or least the credits i tried to purchased. I am so upset

      Business Response

      Date: 10/09/2024

      Hello,

      Thank you for reaching out to us regarding your recent order attempts. We understand how concerning this can be, and we're here to clarify what’s happening on our end.
      We found two recent orders associated with your account, co76970492 and co76971553. Both of these orders were unsuccessful in processing, which may explain the “pending” status you’re seeing. These pending charges are actually pre-authorizations—temporary holds placed by your bank to verify funds are available for the transaction. Since the transactions were not completed, these pre-auths will automatically expire within 3-5 business days (this timing may vary depending on your bank), and the funds will be released back into your account.

      For more information on pre-authorization holds, you can review our help article here: http://im.vu/help622.

      We also noticed that the last transaction was declined due to insufficient funds. If you’d like to try placing the order again, we suggest either selecting a lower amount or confirming your balance with your bank first.

      Thank you for your understanding, and please let us know if there’s anything else we can assist you with.

    • Initial Complaint

      Date:08/07/2024

      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.
      I had earned money through their creator program, and now they are trying to make me subscribe for 20$/month to get the money out that I earned when I first signed up. The total amount I have earned is only 52$. They have not responded to any requests in an attempt to resolve this.

    • Initial Complaint

      Date:08/04/2024

      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.
      Accounts being banned for no reason

    • Initial Complaint

      Date:04/11/2024

      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.
      I paid for vip last month on march 10th and on march 11th I redeemed two imvu prepaid cards valued at $25 and $10 each. The $25 one I redeemed for 3 months of vip. However and already today you guys tried to charge me for vip and I requested a vip chat and the guy named ******* was given screenshot of my purchase. However he claims I only used the $10 card which was incorrect because i redeemed the $25 one also for 2 more months of vip. This needs to be fixed. I am reporting it to the bbb for legal action since the fact that I spent $25 and redeemed a card wasn't tracked on the site even though I entered the codes on the site.

    • Initial Complaint

      Date:02/28/2024

      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.
      Dear Team, IMVU is an online game that allows ingame purchases.About *********************************************************************************************I have used this pass ever since. I had a dispute with them once over them suspending my account due to inactivity. When they finally (after about 6 months of argument) agreed to reinstate my account, they mentioned that it was not usually accepted for someone else to pay for the access pass but they would accept it this time. A few years later (about 6 months ago) they suddenly removed my access pass status and returned some credits in copensation. They insist that I must pay for my own Access Pass or verify my age. After much argument they have accepted that I am an adult, and that the pass can be purchased with the credit that they returned to me. But they wont do it. They argue around in circles and won't listen to logic, and now they refuse to answer me at all. I will not identify my credit card details to their app. Various friends have had their account hacked and had an awful time trying to contact them and reinstate their account and lost money on their cards. At first I only wanted them to reinstate my AP status, but now they have messed me about so much I want to claim money for the incnvenience and stress.Thank you

    • Initial Complaint

      Date:02/26/2024

      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.
      IMVU is requiring users to provide a government-issue ID to prove your age for their services, however, that is a violation of Title 18, US Code Part I, Chapter 33, Section 701, and is subject to fine, imprisonment or both. It is also a really stupid idea with so many issues of identity fraud out there.I would like them to drop that requirement. They used to allow you to prove your age by using a credit card, that should be enough.

    • Initial Complaint

      Date:01/17/2024

      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.
      This business has questionable practices. I paid for one month of an exclusive membership on their website and chose the option to NOT SAVE my credit card information for future purchases. This company blatantly ignores my MULTIPLE REQUESTS and attempts at removing card/payment information and tries to bill me DAILY or EVERY OTHER DAY. It is frustrating, as they make it very difficult to contact customer service, even their supposed "live agent". When you contact them via phone, you are met with an automated message, and then promptly hung-up on and dismissed without any resolution to the issue at hand. Multiple times, almost daily, I go to my account settings and request to delete/cancel payment information (via clicking a button), but it is always to no avail and the information remains there every time. This resembles fraudulent/scam like behavior, and I believe this company needs to be investigated. It seems as if they are trying to punish their users for a bad financial decision that they've made and that they're doing everything in their power to take money in the most scheming of ways by making many features of their website inaccessible, dysfunctional and by being negligent.

    IMVU is NOT a BBB Accredited Business.

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