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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

  • 1,687 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/02/2023

    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.
    The Roblox corporation has a "group system" on their website that allows you to earn Robux, the on-site currency, through selling cosmetics for your avatar. In order to recieve these funds they have to be processed for around a week. My group currently has 350+ Robux that has been sitting in pending for a month now, the farthest back going to 11/2/23. I have contacted Roblox only to recieve a response saying that this is a "verification review" and that the payout feature will be disabled during this time. This is completely unrelated to my issue since the payout feature works for me and it's not a matter of payments, but Robux being witheld from me. I sent a response back detailing this only to be told that they can't provide me with anymore information and that was all they can do to help. I would very much appreciate it if your could help me recieve these funds which are being unrightfully witheld.

    Business Response

    Date: 12/05/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 30th] which was responded to by a Customer Support agent 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
    **********************

  • Initial Complaint

    Date:12/01/2023

    Type:Order 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 have tried for over a year to cancel this subscription to Roblox. I have tried every avenue possible, the bank, Apple and Roblox. Nothing is happening and everyone kicks the rock. It should not be this difficult to cancel an unwanted subscription. Roblox makes it as difficult as possible with no return phone calls, no one available during regular business hours. Its a total rip off and sham.just cancel my subscription.

    Business Response

    Date: 12/01/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. We have been unable to locate a Roblox Customer Support ticket with the provided email related to this inquiry from the report made. For assistance please reach out to the Roblox Customer Support team directly by filling out a contact form at roblox.com/support and choosing the appropriate topics.

    Sincerely,

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

    Customer Answer

    Date: 12/01/2023

     
    Complaint: 20943990

    I am rejecting this response because:
    Roblox Corporation did not research this complaint nor try to contact me for further details. The account name is under ***************************. Payment for the subscription is under *********************. Therefore try again to CANCEL the subscription. 
    Sincerely,

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

    Business Response

    Date: 12/05/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. We have been unable to locate a Roblox Customer Support ticket with the provided email related to this inquiry from the report made. For assistance please reach out to the Roblox Customer Support team directly by filling out a contact form at roblox.com/support and choosing the appropriate topics.

    Sincerely,

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

  • Initial Complaint

    Date:12/01/2023

    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.
    Recently, I have found out that a ROBLOX account of mine that I have owned for over 14 years was hacked 2 months ago, so I filed A ROBLOX Support request to attempt to get it back, in that same request I mentioned that I can verify ownership of said account and I remember specifically saying this very vividly, such as with receipts, the last few letters and numbers of the email and etc. I had this type of situation in the past and most of the time ROBLOX has screwed me over with bot replies instead of helping me get my account back, they are doing this once more, "Hello there,Thank you for contacting Roblox Customer Support.We cannot verify you as the account owner. Because of this, we are unable to assist you further.Sincerely,******* Customer Support ********************** Support" This is the email they have sent me, as you can see they gave me no details on why they cannot verify my ownership or why they are unable to assist me further, I didn't even get to respond yet this is the first thing they said after I was waiting for a reply after filing the support request, I am highly upset if I lose an account that I made about 14 years ago due to some lowsy bot moderation, this has happened to me and many others alike and this still has not been resolved, my support ticket is ********.

    Business Response

    Date: 12/01/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 30th] 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: 12/01/2023

    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,

    Whatalaffs Sp

  • Initial Complaint

    Date:11/30/2023

    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.
    Accounts keep shutting down and you lose all money you have spent and I have spent over ***** dollars and cant play the game and this is the second time so they have to fix it or give my money back

    Business Response

    Date: 12/01/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 29th] which was responded to by a Customer Support agent on same day. A senior Customer Support agent has already followed up directly 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
    **********************

  • Initial Complaint

    Date:11/29/2023

    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.
    Submitted first complaint on 11/15/2023, I was responded and told I would recieve a email from a senior but it's been 15 days. Complaint ID: ******** on August 2nd, I made a DEVEX request to turn my 50k robux into USD. I was met with an error page and suddenly the robux disappeared without a trace, I assumed it was sent to ROBLOX and I would get my money, after a month I reached out to support and from August 27 to today November 15, I have been going back and forth with support and a person named **** who is refusing to read my request and just send me the same script for 3 months +, I've provided evidence of this money existing and disappearing but I have had my time wasted and I've put in many requests but this individual at roblox support is holding on to my ticket and responds once a month. after today's exchange he said that "Further inquiries may not be met with a response." I need my money.ROBLOX Response: Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Aug 26th] which was responded to by a Customer Support agent on [Aug 29th]. A senior Customer Support agent will be following up with the request directly.I have sent emails to ROBLOX, which have been ignored. my latest being 11/17/2023. I shouldn't have to beg and send multiple emails for months to resolve an issue regarding a glitch, I've provided proof. my further options would be going to court.

    Business Response

    Date: 11/30/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Aug 26th] which was responded to by a Customer Support agent on [Aug 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
    **********************

    Customer Answer

    Date: 11/30/2023

     
    Complaint: 20934442

    I am rejecting this response because: this response was given to me 16 days ago. I received the same reply and have yet to receive any communication from a senior  support agent. It's hard for me to trust you as I've been promised responses multiple times. I just want my 50k back and be done with this. I provided photos, my robux just disappeared without a trace. 

    Same issue: ************************************************************************************************************************************

    Sincerely,

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

    Business Response

    Date: 12/01/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Aug 26th] which was responded to by a Customer Support agent on [Aug 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
    **********************

    Customer Answer

    Date: 12/06/2023

     
    Complaint: 20934442

    I am rejecting this response because: this is the third time I get this response and it has been 20 days. I have yet heard anything. this is an issue from August it shouldnt' be this hard. give me my money. I don't want to take this to court I"ve been more than patient met with copy-pasted response at it each route. 

    Sincerely,

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

  • Initial Complaint

    Date:11/29/2023

    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's account got hacked. I showed them proof many times over that there were log ins from outside the state and country (I live in *********). They have the ability to check IP address of log ins to prove that information.I have also shown them emails sent to me by them WITH the username in it but they continue to say that the email is not attached to the account. They also have the ability to see all emails that the account was ever tied to.

    Business Response

    Date: 11/30/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 29th] which was responded to by Roblox team 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: 12/01/2023

     
    Complaint: 20932383

    I am rejecting this response because: I have responded to that ticket via the support page and replied to the email you guys sent me. I was told that I would get a reply within 24 hours but its been 48 hours and no response. I have sent so much proof of the account being mine and hacked yet it seems all I get back is the same response from an "agent" but feels like an auto generated response.

    Sincerely,

    ***********

    Business Response

    Date: 12/01/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 29th] which was responded to by Roblox team 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: 12/05/2023

     
    Complaint: 20932383

    I am rejecting this response because: You guys have not acknowledged anything I have said nor have you replied to said ticket. It has been 6 days since you guys have said you will reply in 24 hours with no reply.

    Sincerely,

    ***********

  • Initial Complaint

    Date:11/29/2023

    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 account was hacked and after contacting support i've receive absolutely no help. Ive been transfered back and forth between multiple "customer representatives" who most of which dont even bother to read my message. Other "Representatives" not even bother to read my message. I was asked to provide a reciept in which I provided Multiple, even though ive made dozens of transations on different accoubts over the years. So providing a receipt for a single account without any sort of information such as an date(which I dont see how a date of purchase..could be a security measure for anyone....at all) seems to be a process not to protect the Customers but to protect this Business "Representatives" from not having to assist their customers. The account does not have a registered email but I have made purchases and there is also my personal information on it which was used to verify information on it and also matches other accounts with the a very very Similar name. One of the Representatives attempted to help me but did not read my message properly and sent me the details to the wrong account GalacticEzzKick, instead of the account that i need back which is GlacticEzzKicker. These accounts where made at similar times in the same location using the same personal details all of which I can provide along with Bank Statements, Card Numbers, and any other necessary information, ive been hacked by someone in ******...meanwhile my IP is in *******...*****....this is quite ridiculous.

    Business Response

    Date: 11/30/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 25th] 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
    **********************

  • Initial Complaint

    Date:11/28/2023

    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.
    Roblox has wrongfully banned my account citing that I broke their no sexual content rule. My offense was saying I was going to pee myself when there was a moment in a game that involved a character breaking into a house, which obviously would be scary. Saying I was going to pee myself was obviously nothing sexual. So, I tried to explain this to their support line. Roblox support responded with copy and paste messages about how they wouldnt do anything about it. I continuously asked for them to point out where in their rules it mentioned that pee was sexual, and there was zero answer. I cannot believe such a big company has a team that thinks saying pee is sexual.

    Business Response

    Date: 11/30/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 28th] 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:11/28/2023

    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.
    I've had a ROBLOX account for well over a decade and recently ran into an issue where I forgot my PIN. I hadn't changed it in years and the only way to change it was to contact support. After I got a response, I was locked out for no good reason. I had my legal government ID linked to the account along with my verified birthday, 2FA, and a code that I can access through the Authenticator app to provide maximum security. My account isn't banned. I've got a good standing record on the platform since my childhood and have never violated the terms and conditions. I tried reaching out to them to explain this around early 2023 but I had no luck twice. Because of this, I'm filing a complaint hoping for a resolution.

    Business Response

    Date: 11/30/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 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 [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:11/28/2023

    Type:Customer Service 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've had this problem with Roblox Support for many years. They aren't helping me solve my problem of accessing my old account called ***********. It has been around 7 years since I started sending messages about it to Roblox Support. I have provided lots of information about proof that it is my account but they keep telling me over and over that "We understand your concern over account access. However, we need to verify ownership in order to ensure that we're dealing with a real owner of the account."That's the message I've been getting told all the time except a few days ago I got the message "We totally understand how important this situation is for you however to assist you further with this account, please contact us via our Support Form by using the email address that begins with [ lut ] and is an @[hot.ee] address." I know that email used to be my mothers which is ***************** We can no longer access it because the domain "@hot.ee" doesn't exist anymore and all of the email accounts which used @hot.ee domain were deleted, including ***************** I've told Roblox Support countless times that if possible, I'd like to talk to a real person in real time (in text of course or something like that) about the problem I'm facing. I would provide as much proof as possible and answer as many questions as possible about my account *********** to prove that it's mine.Oh and Roblox Support also told me that "Kindly, contact us via our Support Form by entering the email address that begins with [She] and is an @[gmail.com] address.".I have never in my life owned an email account that starts with "She" and neither have any of my family members.I'm not sure if ricox123451 had a phone number attached to the account but if it did, then it was probably an old phone number that we no longer have. If there is one, I could search and find what that phone number was and tell you the number. I hope that we can solve this problem. Thanks.Best wishes,****

    Business Response

    Date: 11/30/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 29th] 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: 11/30/2023

     
    Complaint: 20925875

    I am rejecting this response because I didn't get any help nor did I get any useful information out of this. I've tried to get my old account back for 7 years but so far, no success at all and I'm going to keep trying and trying until I get it back. If possible, I would like to talk to someone from the Roblox team in real time, not send one message and then I have to wait a few days to get a response that isn't useful at all. I also realized that I wrote the wrong email address of my old account into the ******************** complaint. I think it was **************** not ***************** I got them mixed up. It would be really good if I could answer some questions about my old account that I no longer have access to. Might be able to provide proof that it is my account. I have some old emails from 2011 in my current email address that might be useful but I'm not sure. That's why I would like to talk to someone from the team in real time. If these complaints get posted on the BBB, I would like that all of my personal information and the email addresses get removed. 

    Sincerely,

    Rico

    Business Response

    Date: 12/01/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 29th] 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: 12/04/2023


    I have reviewed the response made by the business in reference to complaint ID ********, and find that this wasn't any help and it was just a waste of time. Anyone reading this, do not contact Roblox BBB if you have problems with your Roblox account. They can't do anything about it, that's how much I learned. Accepting this business's response because I'm not trying to waste *********** here. Again, if you post this complaint on the BBB, please remove all of my personal information, email addresses and names. 

    Sincerely,

    Rico

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