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Business Profile

Online Gaming

Roblox Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Important information

Complaints

Customer Complaints Summary

  • 1,682 total complaints in the last 3 years.
  • 855 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:01/07/2024

    Type:Customer Service 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.
    My roblox account "Sharkoon" was hacked a while back. I contacted roblox support, verified ownership and got back my account. I emailed back saying "thank you" and the response i got was "We cannot verify you as the account owner. Because of this, we are unable to assist you further." and kicked me out of my own account (changing the email and password on my account". I have spent money on the account, so i have reciepts to verify ownership and the first email attached to the account. I would like the outcome of this complaint to solve this issue and give me my roblox account back on which i have spent money. I have all the email conversations and will be attaching them to this BBB complaint.

    Business Response

    Date: 01/09/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Jan 6th ****] which was responded to by a Customer Support agent on same day. A senior Customer Support agent has already followed up with the request directly. 

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 01/10/2024

     
    Complaint: 21109101

    I am rejecting this response because: Firstly, this isnt the correct ticket number. The ticket number in question is 80497749. Secondly, no one has contacted me regarding this complaint and the issue. Please resolve this as soon as possible.

    Sincerely,

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

    Business Response

    Date: 01/12/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Jan 1st] which was responded to by a Customer Support agent on same day. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 01/13/2024

     
    Complaint: 21109101

    I am rejecting this response because: you team has said they will escalate the case to be reviewed by a supervisor and will follow up, but no one has followed up.

    Sincerely,

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

  • Initial Complaint

    Date:01/07/2024

    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.
    My daughter has a Roblox account. She has been using it for years without any issues. We regularly buy her Robux gift cards for special occasions. On Christmas she received Robux as a gift. When she went to redeem them, she could not because Roblox changed her location to *****. We have never been to Spain, so there is no way we did this. Roblox prevents you from changing to a different country and says you need to contact support in order to do so. I created a case with Roblox on December 25th, 2023 for them to assist with the issue. I got one response saying they are transferring my case to billing. I did not get a response in the allotted time frame they gave. Since then I made 3 other support cases and no responses from those. Its now been 13 days since the original inquiry and no resolution has been made nor communication other than transferring my 1st case to a different department. Since I bought gift cards, I cannot receive a refund from the store as we scratched off the codes already.

    Business Response

    Date: 01/09/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Dec 25th, 2023] which was responded to by a Customer Support agent on [Dec 27th, 2023]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Billing] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 01/10/2024

     
    Complaint: 21107550

    I am rejecting this response because: As stated, the case was created on December 25th and responded on December 27th with no resolution or other communication as of the current date January 10th.  The fact that it has taken this long to process this request is possibly the worst customer support I have experienced from a company.  Roblox switched my daughter's account to a foreign country and all we are asking as that they flip the switch to change it to ***. They changed their policy to prevent an end user to change it themselves and by doing so, you have to request the change from support, which is what we did.  Because it has taken this long to make the change, I am asking for my money back that was spent on Roblox gift cards.  If this cannot be accomplished, then at the very minimum, please adjust my daughter's account to *** region, so she can redeem her gift cards.  I do not see how this is such a hard request that takes several days to accomplish.  Prior, her account was fine and she was able to redeem Roblox gift cards or buy Robux from the site without an issue.  It was until Roblox changed her location that caused this issue.  What also doesn't sit well is that we are paying customers on this platform and probably 80 percent of the users are non paying.  It boggles my mind this is how they treat a paying customer trying to spend money on their site. 

    Sincerely,

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

    Business Response

    Date: 01/12/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Dec 25th, 2023] which was responded to by a Customer Support agent on [Dec 27th, 2023]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Billing] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:01/07/2024

    Type:Service or Repair 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.
    My son has a Roblox account and he is now locked out of it because of the two-step verification method that is required. I cannot get into the account yet I have spent money on his account buying him items to use in the game. I've tried using the online support form but when I submit it I'm told there were too many attempts made even though it was the first attempt. It says to submit later so I waited a few days and tried again and was given the same error message. I tried calling the customer service number but when I choose an option it just repeats the same recording and I can't get through to anyone. This business is using very unfair practices making it impossible to use the services I have paid for.

    Business Response

    Date: 01/09/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Jan 9th]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:01/05/2024

    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.
    Hello, I need your help with a serious issue. My Roblox account was locked or hacked and I cant access it anymore. The username is rad and the display name is blond. I am not the original owner of the account, but I have the permission of the previous owner, who is my cousins friend. He gave me the account because he doesnt play Roblox anymore. I have spent $20 on this account and I have the receipts to prove it. The receipt numbers are #****-5614-6584 and #****-0948-7242. I also have a premium subscription and I dont know if its set to renew automatically. I dont want to waste money on an account that I cant use. Please help me recover my account as soon as possible. The last four digits of the card I used are ****. Thank you for your attention and assistance.

    Business Response

    Date: 01/05/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Jan 3rd] which was responded to by a Customer Support agent on same day. A senior Customer Support agent already followed up with the request directly. 

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 01/07/2024

    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:01/04/2024

    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.
    On December 23rd, 2023 I helped my daughter redeemed a $25 roblox gift card on the website on her account. We successfully completed the security check and everything. After which her account never received the $25 and after going back and forth with their customer support for multiple days they've basically told me they're not going to do anything about it and have tried to blame it on user error when there's no possible way it could've been redeemed on anything but my daughter's account since we do not have login info for any other account. Attempts to redeem after not receiving the funds resulted in an error stating it had already been redeemed. All I want is for my daughter to receive the credit from her gift card.

    Business Response

    Date: 01/05/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Jan 2nd ****]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:01/03/2024

    Type:Service or Repair 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.
    My duaghters roblox account has been hacked, her password and display name were changed, the email was removed from the account so I no longer gee get the password reset emails. The person who got into the account also keeps trying to charge the debit card on the account but it has no money at the time. I have submitted multiple request to roblox for assistance and I get an email the received it and to verify I am the parent and neeed assistance. I reply back I am the parent and need assistance to then get another email to submit a new request with the ticket number in it. I submit a new ticket and include the ticket number just to start the whole process over again. I have been trying for 2 1/2 days not to get help.Her roblox ID is **************** a d the email address that was associated with the account was ***********************

    Business Response

    Date: 01/05/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Jan 3rd] which was responded to by a Customer Support agent on same day. A senior Customer Support agent has already followed up with the request directly. 
     
    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:01/03/2024

    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.
    Hi there,My daughters username is Not_Raynaaa and she was banned because I asked for a refund because she made a purchase on the wrong account- she rebought a monthly subscription with her own card and I asked for a refund on mine! Her entire account is banned and she is devastated- had I known that she was going to be banned I would not have asked for money back but we are trying to teach her to use her pocket money card.Can you please give her another chance?Thanks ***************************** **********

    Business Response

    Date: 01/05/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Jan 3rd] which was responded on same day. A senior Customer Support agent has already followed up with the request. 

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 01/05/2024

     
    Complaint: 21093896

    I am rejecting this response because: I have not had the account reinstated yet and need a phone call **********

    Sincerely,

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

  • Initial Complaint

    Date:01/03/2024

    Type:Billing 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.
    Failed to provide a non-automated response from customer service.Locked my account by the fault of another user and will not provide any information onto how to reobtain my account on which I have spent hundreds of dollars on in transactions.

    Business Response

    Date: 01/05/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [28th Dec] which was responded to by a Customer Support agent on [Dec 29th]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:01/03/2024

    Type:Customer Service 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 am writing this complaint because I recently tried to log into one of my accounts that I havent touched in a couple of years, after waiting patiently to hear back for many days, I get this response: We cannot verify you as the account owner. Because of this, we are unable to assist you further.Sincerely,********** in mind, this was their first response to me! They have asked me no questions, they havent tried to verify my ownership, they reply with a copy and pasted message in hopes that the complaining customers just calls it a loss and moves on and creates another account to spend more money. Well, I will not be one of those people. I know they will respond to this with yet another copy and pasted reply but I want actions, not talk. Ive gone through multiple of these complaints and many of them are the same issue wont verify my account ownership. Depending on their response, I will consider a lawsuit. This will continue to happen to people if someone doesnt do something about it. Instead of replying to customers with we cant verify youre the owner of the account. How about replying with Can you verify your accounts ownership? Do better roblox.Respectfully,******

    Business Response

    Date: 01/05/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Dec 30th] which was responded to by a Customer Support agent on [Jan 1st]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:12/31/2023

    Type:Service or Repair 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.
    We bought 2 unscratcgee Roblox gift cards online and they came as already redeemed. They must have been used by the person who mailed them. They wont give us new cards

    Business Response

    Date: 01/02/2024

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Dec 25th] which was responded to by a Customer Support agent on [Dec 30th]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Billing] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

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