Complaints

This profile includes complaints for Glu Mobile Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Glu Mobile Inc

  875 Howard St Ste 100 San Francisco, CA 94103-3032

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  Glu Mobile Inc

  500 Howard St STE 300 San Francisco, CA 94105-3027

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.

• Initial Complaint

  Date:07/14/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 May 27th I informed customer service of a complaint I was having. After several more complaints, they said the fixed the issue, however, in trying to fix the issue they deleted several months of in game progress that I made. I rarely get any response from the company and when I do they always ask for screenshot of what was lost. Then I wait weeks to get any response. They are constantly giving me the run around and changing agents. It is now July 14th and still no resolution on a problem they created.

• Initial Complaint

  Date:03/23/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Purchased 4 Welcome Back Offers for 1.99 each from Design Home House game. Every time I purchased it, it would give me an error message but I got charged. Reached out to their poor customer service team and the lady begin arguing with me. Then she stopped responding and I cant get in touch with them because the chat is still open. Their customer service is the worse I have ever experienced.

• Initial Complaint

  Date:10/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 won a headpiece for a game, but wasnt allowed to use it, and still wont be able to. I asked for the reason why, and no one would provide and answer to my question but only said they would send the information elsewhere to be looked into. Because I couldnt use it, and still cant use it until who knows when, I asked for compensation, like a similar headpiece. Instead of them addressing my questions about why this happened, and addressing my request for compensation, I waited days and days, and was literally passed from 1 agent, to another, to another, to another. I was not escalated. I was simply passed on for someone else to deal with. Each new agent provided a similar template response simply saying that they are looking into the problem. Each time I answered no to the question as to whether or not my issue was resolved, and selected reopen the case with the same agent, I would get a new agent with the same dismissive non-answer. It became infuriating. Its like a joke they play with you until you give up and go away. Thats their level of customer service. They couldnt care less that you spend actual money to get ahead in these games, but then dont honor your legitimate request when they fail to provide whats due to you! I finally asked for a supervisor, and waited days again, only to get another agent with the same template response and no resolution. If they cant provide an answer as to why I couldnt use my headpiece and have no way to resolve the glitch in their system, they should be able to at least provide another headpiece which costs them nothing. They have the absolute WORST customer service I have ever seen and they are more than difficult and unfair to their players!

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 writing to express my extreme frustration with the recent challenges I've encountered in the game Cooking Dash. While I initially found the game enjoyable, I've reached a point of significant difficulty that feels insurmountable. Despite investing in in-game currency to acquire faster characters, specifically to overcome different stages of the game, I'm now blocked from progressing even with these advantages. The game's design at this late stage appears to actively prevent further advancement, even with the purchased speed enhancements.This feels like a deceptive game mechanic, rendering my in-game purchases effectively useless and causing a considerable amount of wasted time and resources. I feel strongly that a full refund for all my purchases is warranted, given the game's failure to deliver on the implied promise of progression facilitated by these purchases. I've invested both my time and money in this game, and I'm deeply disappointed by this experience. I would appreciate your urgent attention to this matter and a prompt response outlining the process for obtaining a refund.

• Initial Complaint

  Date:04/12/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 4.7.25 this company's game Design Home billed me $105.49 via my REMOVEDpay for a "Trunk of Diamonds" ..I never made such a purchase...I don't even know what Trunk of Diamonds is! And when I've asked, no one has told me. I have messaged them and provided a screen shot of the receipt and they have told me there is nothing they can do. By the way REMOVEDpay had already looked into this for a refund, to no avail.

  Business Response

  Date: 04/22/2025

  Hello,

  We've reached out to the player and the issue has been addressed.  We welcome them to contact us via the in game support channel for any future issues and we will be happy to assist.

  Thank you,

  Design Home Customer Experience

   

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 started playing Deign Home on Dec 31, 2024 (account mrsgeege, level 9), not realizing that I had an account from years before. On Jan 17, 2025 I received a message that I could link my email to save my game data. When I did, my old game (mrsg170610, level 60) was loaded onto the game and I lost the current game, where Id purchased some items and bundles as well as their premium pass. I reached out to customer services hoping to restore some of those purchases and the premium pass that I purchased during the weeks of Dec 31, 2024 to Jan 17, 2025. I was asked to provide screenshots of invoices for proof of purchase. I uploaded the screenshots of invoices and was told the accounts couldn't be combined, I had to choose one and I couldnt get access to the items I purchased in the new game (level 9). When I asked if I could get credit, or at the very least access to the premium pass, since at this point the level 9 account was inaccessible since I had linked my email. I was told they could not do that and thanked me for the information theyd use for future improvements, then closed my ticket. Not satisfied with the solution, I re-opened the ticket and was again told there was nothing they could do and that ticket was closed. I contacted them again, told them I was not asking for all the items, that there had to be some compromise. I was told to download the game on another device and access my other account that way. I pointed out that I did not want or would not use 2 accounts, but tried their solution. When I downloaded the game on another device a 3rd account was made, so I deleted the game since I dont need a 3rd acct. When I contacted them to let them know this, I again asked for some sort of compensation for the money I had just spent. I was told they couldnt do that and my ticket was closed again. I dont understand, after seeing the proof of purchase for some of the extras, how they could not credit me for some of the items.

  Business Response

  Date: 01/31/2025

  Hello,

  Thank you for the message.

  We've reached out to the customer to address the issue.  For any other issues or concerns, we welcome them to contact us via the in game ticketing system and well be happy to assist.

  Thank you.

  Design Home Customer Support

  
  

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED-REMOVED

  Customer Answer

  Date: 02/11/2025

  I filed Complaint ID: REMOVEDon 1/24/25 and received a response from Glu Mobile/Design Home Customer Support and was told I'd get credit for the items I purchased as well as access to their Design Premium Pass for February. A representative reached out to me and told me that I would have to wait until Monday February 3 to get access (see attached). I still do not have access and whenever I've messaged customer service about this I am told that they need to check with their team and get back to me, and I hear nothing unless I contact them again. I'm submitting this complaint because I would like the Glu Mobile/Design Home Customer Support to honor their resolution and provide the access that they said I would receive on February 3rd before this month is over.

  Business Response

  Date: 02/12/2025

  Hello,

  Thank you for the message. 

  We've reached out to the customer to address the issue.  For any other issues or concerns, we welcome them to contact us via the in game ticketing system and well be happy to assist.

  Thank you!

  EA Help

   

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22855572
  
  I am rejecting this response because:

  Part of the resolution was that along with diamonds, I would be given access to to REMOVEDPremium Pass (more specifically,  I woild have access on February 3, 2025). I received the diamonds, but not the Premium Pass. 

  I've used the ticketing system to address this, multiple times, and all I am told is that they will be in contact with the team and update me when they hear something. I would like both parts of the promised resolution to be honored and have access to REMOVEDPremium Pass to be added to my account REMOVED, as soon as possible.

  
  Sincerely,
  REMOVED-REMOVED

  Business Response

  Date: 02/21/2025

  Hello,
  
  Thank you for the message.
  
  We've reviewed the issue again and have reached out to the customer to address the issue. The issue in question has now been solved. For any other issues or concerns, we welcome them to contact us via the in game ticketing system and well be happy to assist.
  
  Thank you.
  
  Design Home Customer Support

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED-REMOVED

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 took advantage of their Covet Fashion hairpiece holiday sale which offers 2 headpieces for .99 cents each. I purchased both for that price, but the system cheated me out of one of them, didnt honor the offer, and is telling me I need to pay 8.99 to redeem it now. I contacted the customer service chat days ago, but seem to have been put on a blacklist because I contacted them a few times recently as well since I got cheated out of a bunch of diamonds. This company needs to be held accountable for how they REMOVEDtheir players. I want my Headpiece that I paid for and I also want my diamonds that I wasted a half hour of ad watching for nothing! They tell me to contact TapJoy about it, but they conveniently dont have a reply button. So the useless chat convo goes something like this: What is the issue youre having? I told them the issue. They respond with a question and then advise that if I dont answer it within a certain amount of time, my case will be closed. Well theres no reply button! Isnt that convenient? I asked Glu Mobile to Look into it, but conveniently, they said they cant. I asked them to contact this contracted company REMOVED, but again, conveniently they cant. Did they offer to give me my diamonds and make it right? No! And now when I contacted them about a completely separate issue on the heels of this (my .99 cent payment for the headpieces), Im being conveniently ignored or blacklisted!

  Business Response

  Date: 12/13/2024

  Hello, 

  The customer has been in touch with our support and the issue has been properly addressed. We welcome them to reach us again via the in game REMOVEDchat should any other issues arise.

  Thank you.

  Glu REMOVED

   

  Customer Answer

  Date: 12/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:06/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 game Design Home basically stole money from me. They made a mistake in the game where players could claim rewards like cash and diamonds over and over again. To fix this, the game reset everyone's cash and diamonds to pre-glitch status. Well, they did this 3x. The 3rd time they did it was after I had purchased a $199.00+tax package from their VIP website on 6/1/24. (It posted in my account on 6/2.) I had over REMOVEDdiamonds and unknown cash. When they reset it, I went down to around REMOVEDdiamonds and $26,000 in cash. I reached out to support with multiple attempts. The game is refusing to reimburse my diamonds and cash that I actually purchased even after sending them screenshots as proof that I made the purchase, and it was done after the glitch. They are claiming nothing can be done on their end and that this is their way of being "fair." They are refusing a refund.This is not fair at all. They stole my money.Designer ID REMOVEDThank you

  Business Response

  Date: 06/07/2024

  Hello,

  Thank you for bringing this to our attention.

  We have already reached out to the player and the issue has been addressed. 

  Should any further issues arise in the future, we welcome them to contact us via the in game ticket creation system where we would be happy to assist.

  Thank you!

  Kind regards,
  
  Glu Mobile Customer Experience

  
  

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received diamonds doing TapJoy offers through the Design Home game. EA/Glu Mobile just REMOVED all of these diamonds due to some glitch that happened several days ago. These are diamonds that I earned through TapJoy that were awarded through TapJoy and Design Home/EA/Glu Mobile has no right to remove these diamonds. They originally removed diamonds that were earned during the glitch. That makes sense. Then they went ahead and removed them ALL OVER AGAIN. So now the diamonds I earned are GONE. I expect these to be restored immediately. The attached documents show the diamonds I had after they were restored my account to before the glitch, and then SOME of the diamonds I earned thereafter, and the diamonds and cash balances as of a couple of days ago AFTER I earned them through Tap Joy and game play AFTER the glitch.

  Business Response

  Date: 06/05/2024

  Hello,

  Thank you for bringing this issue to our attention. 

  We are unable to find any tickets under the email provided here; perhaps if a ticket number could be provided we could try investigating.
  
  We are unable to provide support through this channel but the user is encouraged to contact is in-game as follows:
  
  To create a ticket from within Design Home:
  1.)From your main screen, in the black menu strip at the bottom of the screen, tap rightmost icon that looks like a person's head and shoulders.
  2) From there you will see a question mark in a circle, next to the word "Help."
  3) From there help section will pop up; pick any FAQ; at the bottom of the screen you should see a "Chat with us" button. Tap that to begin creating an in-game ticket.

  We are unable to discuss account details without verifying the account holder and request the customer to open a case with us where we'll be happy to assist.

  Kind regards,

  Glu Mobile Customer Experience
  

  
  

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21797413
  
  I am rejecting this response because the company is refusing to solve the problem. The email I provided is attached to my account. I am once again attaching a screenshot with my other information. I have an open ticket in Design Home and they have done nothing to correct this problem. Glu/EA needs to fix the fact that they stole diamonds and cash that I rightfully earned through game play and Tap Joy offers. Design Home took these diamonds and cash that I had earned. This is fraudulent business practices and needs to be fixed. 

  Business Response

  Date: 06/10/2024

  Hello,
  
  Thank you for bringing this to our attention.
  
  We have already reached out to the player and the issue has been addressed.
  
  Should any further issues arise in the future, we welcome them to contact us via the in game ticket creation system where we would be happy to assist.
  
  Thank you!
  
  Kind regards,
  
  Glu Mobile Customer Experience

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  
  

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello I have been on the phone with the people from the REMOVEDgame, run by Glu Mobile, for Months trying to get rewarded close to REMOVEDdiamonds they owe Me. It was when I passed the million REMOVEDfor diamonds they started to Cheat me out of my reward, they said it was a website issue so that's who i tried to contact with no response. Design Home stopped answering me and it started to become more and more difficult to log onto the site, sometimes taking up to 5 min to sign on. I Don't know why they made it so hard to design on their site, boredom, jealousy, whatever. THEY OWE ME A MILLION DIAMONDS OR MORE. PLEASE help me and Thank You.

  Business Response

  Date: 01/08/2024

  Glu does not provide support by phone, perhaps the user is referring to the in-game ticketing service within the game on their device.

  We are unable to find any tickets under the email provided here; perhaps if a ticket number could be provided we could try investigating.

  We are unable to provide support through this channel but the user is encouraged to contact is in-game as follows:

  To create a ticket from within Design Home:
  1.)From your main screen, in the black menu strip at the bottom of the screen, tap rightmost icon that looks like a person's head and shoulders.
  2) From there you will see a question mark in a circle, next to the word "Help."
  3) From there help section will pop up; pick any FAQ; at the bottom of the screen you should see a "Chat with us" button.  Tap that to begin creating an in-game ticket.