Complaints

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:04/08/2025

  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.

  Subject: Repeated Warranty Failures and Ignored Support Requests Scuf Gaming RMA #******* Complaint Summary:I am filing a formal complaint against Scuf Gaming (a Corsair subsidiary) regarding repeated warranty failures, poor customer service, and refusal to honor reasonable requests after multiple defective products.Details:I purchased a Scuf Instinct Pro Wireless Controller that is still under warranty. Since the original purchase, I have had to return the product three separate times due to hardware malfunctions. Each time, I followed all return instructions and shipped the defective units back with proper documentation.Each replacement I received was refurbished, and the issues persistedmeaning Ive gone through this process multiple times without a reliable product. In the latest case (RMA #*******), I requested either:A brand new replacement controller with express shipping,OR A full refund of $275.92 USD, equal to the cost of a new Scuf Instinct Pro Wireless controller.That request was ignored. I received a templated response restating return instructionseven though I had already sent proof of shipment, and the tracking number (1Z966E659192766588) confirms the package is already in transit.This repeated failure to resolve the issue, combined with dismissive support responses, shows a clear lack of accountability. A premium product at this price point should not require three warranty returns with no lasting resolution.Resolution Sought:A full refund of $275.92 USD,OR A brand new, express-shipped replacement controller.If not resolved promptly, I will escalate through consumer protection channels, Corsair corporate offices, and public platforms.Sincerely,***** *********** PLEASE NOTE MY PRONVINCE IS QC NOT ON (the Quebec province is missing in the dropdown...)

  

  Business Response

  Date: 04/09/2025

  Good morning,

  
  We understand that you are not happy with the past **** you have had done. Our team is actively working with you to provide all realistic options available. We cannot provide a refund since you did not purchase the controller from us directly. As such, we do not have your funds to refund you, so that option is not available. Our team has already advised that we are happy to help you with a warranty replacement per our warranty policy. However, your RMA will have to follow our usual RMA process, that process cannot be changed or deviated per your request. If you have further questions or concerns, please reply directly to the email thread you have with our management team. Thank you.

  Best,

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23176014
  
  I am rejecting this response because:

  Dear BBB Representative,
  Thank you for your message and for assisting with my complaint regarding Scuf Gaming.

  
  After reviewing the companys response, I must respectfully state that I do not find it satisfactory. I would like to provide additional context and clarification, as well as quote statements from Scuf Gaming that ********** the companys recent response.

  
  I purchased my SCUF controller on April 21, 2024, through ****** (an authorized third-party retailer). Since that timeless than a year **** have had to go through three ***s due to persistent hardware issues. The quality and longevity of the replacements (often refurbished) have not met any reasonable standard of customer satisfaction. Despite my patience and cooperation, Ive been met with broken promises and shifting accountability.

  
  Most importantly, SCUF Gaming explicitly instructed me to return the controller for a refund. Their representative, *****, confirmed this in writing via email on April 8, 2025, stating:
  "Your controller can be considered for a refund as long as the controller is received at SCUF Gaming by 4/30/25."
  SCUF *****, ******************** Specialist

  
  She also requested I proceed with sending the controller back, which I complied with immediately. The product is currently en route to SCUF, with tracking showing it will arrive by Friday, April 11, 2025.
  Following this, ***** wrote:
  "I can make the *** for you, and since the controller has already been shipped, there is nothing else you need to do. Your refund will be processed after the controller arrives and is checked into our facility."

  
  Despite these two clear written commitments from SCUF that I would receive a refund, a different representative (****** *.) has since denied this and stated that no refund can be issued due to the item being purchased via *******

  
  Amazons customer service, however, has advised me that because **** is handling the warranty/***, the refund must be issued by ****. Now, both parties are referring me to the other, leaving me without a product, without my money, and with broken trust in the process.

  
  I strongly believe this falls under consumer protection principles, especially given:
  The product failed repeatedly within the warranty period.
  The company explicitly promised a refund, in writing.
  I acted in good faith and returned the product as instructed.
  SCUF is now denying responsibility after taking possession of my property (valued at $356.64 CAD).

  
  All communications and screenshots can be provided upon request. I have also posted the issue across social media, and I am prepared to continue escalating this through all available consumer protection channels.

  
  I am requesting that SCUF Gaming honor its original written agreement and issue a full refund. I will consider this complaint resolved only once that refund has been received. If a resolution is found, I will gladly remove my social media posts and close my BBB complaint in good faith.

  
  Thank you again for your help and support.

  
  Sincerely,
  ***** ***********
  

  

  Business Response

  Date: 04/10/2025

  Hello,

  We do understand that a refund was previously offered. However, that offer was made before you advised us that you did not purchase the controller from our site. Since you did not purchase it from us, we cannot offer a refund. Our team is willing and happy to help you with a replacement. Thank you! 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23176014
  
  I am rejecting this response because:

  Unfortunately, I am not satisfied with the response provided by Scuf Gaming. I would like to reiterate the full context of the issue and clearly explain why their proposed resolution is unacceptable.
  
  Background & Timeline:
  April 21, 2024: I purchased a SCUF controller via ********* for $356.64 CAD.
  The product was purchased less than a year ago, and should be fully covered under standard consumer protection laws and the manufacturers warranty.
  From the beginning, the controller was defective. I initiated support with SCUF and went through three separate RMAs, receiving replacements that were each faulty.
  Eventually, SCUF support (*****) stated that my controller can be considered for a refund. Based on this communication, I was instructed to send the product back, which I did in good faith, clearly understanding this was for a refund, not another replacement.
  At no time did I approve another replacement or agree to receive one.
  
  Amazon Involvement:
  I reached out to ****** support, and even spoke directly with a supervisor regarding this issue.
  I was informed that, due to the high value of the item, ****** was unable to process a refund at their level and advised me to continue the process with SCUF.
  This effectively left me caught between both companies, each pointing responsibility at the other while I, the consumer, am left without a controller and without a refund.
  
  Why SCUFs Response is Unacceptable:
  SCUFs representative initiated the refund process and instructed me to send back the controller. It is not acceptable for them to later retract this offer and proceed with a replacement without my consent.
  A fourth replacement is not a resolution. I have already received three faulty controllers and this continuous loop shows a failure to provide a functional product.
  As the purchase was made less than a year ago, either Amazon or SCUF must honor the legal guarantee and provide a refund under applicable consumer protection laws.
  
  Desired Resolution:
  I am requesting a full refund of $356.64 CAD either from SCUF Gaming, ******, or through coordination between both.
  The refund can be issued via the original payment method, an Amazon account credit, or an e-transfer.
  I do not accept another replacement and will not consider this issue resolved until a full refund is processed.
  I am prepared to provide all documentation, including shipment tracking, communication with SCUF and Amazon, and screenshots as evidence. I respectfully ask that this matter be escalated and resolved promptly and fairly.
  Thank you for your continued assistance.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:03/26/2025

  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.

  I purchased the Envision Pro, after a few months of random use the right trigger has stopped working. I contacted their support in attempt to resolve the issue. There is no way to contact via phone and they do not reply to their support ticketing system. The only option is AI chat that links you to their support page or to create a support request. I've done so twice, no response over the course of a month attempting to contact them.

  

  Business Response

  Date: 03/31/2025

  Good morning,

  I am happy to see that one of our representatives was able to already assist you with your request via email. It looks like a free shipping label was supplied for the warranty service request on 3/27/25. You should have all the information needed to send your controller in. Thank you for reaching out.

• Initial Complaint

  Date:03/12/2025

  Type:Product 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.

  I paid $205 for a scuff controller which came faulty. I requested a refund and was approved; I sent the product back for a refund. I received my return back 2 months later, with an email saying I did not respond to their emails to resolve my request. In the emails explaining the instructions for returns and refunds it says to send the return in and await a refund within ***** business days; never mentions needing to give them further instructions while they have your product for return. i was approved for a refund 10/15 & sent my controller back 10/23. On 11/24 i asked about my refund and you said my order was too old for a refund. As of 2/25 you say my order is too old for a refund, despite me starting the refund in October.. I tweeted this with screenshots of their email and still no help. TLDR; I sent in controller after being approved a refund. They sent product back due to me not responding to their email even though it clearly states once return is sent in the customer simply waits ***** business days for money back. Once I get my controller sent back I request another RMA and tracking label to send for refund; they claim I can only get a repair since its after the return window. I initially made the return window and was approved for a refund; then they sent my product back without permission.

  

  Business Response

  Date: 03/17/2025

  Good afternoon,

  After looking into this matter, I do see here that a return RMA was requested on 10/7/24. However, we did not receive the controller to our facility till 10/31/24 and the original order for this controller was placed on 8/11/24. As such, our 30-day return period had closed before the requested a refund. The email that was received was informing you that the controller was outside of our return period and could not be refunded, but that we would be happy to issue an in warranty repair. Since we did not receive any reply, the controller was shipped back with no work completed. This controller is still covered by warranty today, so if the owner would like a repair, we would be glad to assist with that. Please reach out to our staff via our live chat bot for further assistance.

  Best wishes,

• Initial Complaint

  Date:02/08/2025

  Type:Product 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 purchased a Scuf Reflex FPS controller on 12/6/2024 for $232.97. I then wanted to cancel the order before it had shipped and did not hear back after multiple attempts to reach Scuf support. Once I did hear back, I was informed it was too late and I could return it for a refund when it arrived. As soon as it arrived, I initiated a return request with Scuf which took multiple attempts to get my prepaid label. Once I sent the package via *** tracking number 1Z966E659095757745, I tracked it and it was delivered to Scuf Returns on 1/6/2025. Since then I have been told it is still processing over and over again. Yet on ***** site their return policy says 5-7 business days. I want my refund immediately and do not want to have to pursue further action as this is a form of fraud.

  

  Business Response

  Date: 02/11/2025

  Good afternoon,

  We are happy to see that one of our representatives was already able to assist you with your refund. If you have any questions or concerns, please reply to your ticket so our representative can provide further assistance.

  Customer Answer

  Date: 02/11/2025

   
  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:02/06/2025

  Type:Delivery 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.

  I ordered a controller costing $200 from this company around 12/28/2024. I received a package from said company that was not what I ordered. This companies customer service is ******* to say the least. I have been unable to reach an actual human to get this issue resolved as of 02/06/2025 I have not received the item I ordered or a refund. Essentially Scuf has stolen $200 from me. To run a massive company this way is puzzling and in all honesty unethical, you should be taking care of your customers not swindling them.

  

  Business Response

  Date: 02/07/2025

  Hello *******,

  We are sincerely sorry for the inconvenience. Upon reviewing your order, we show that it was refunded on February 6th. Please let us know if you have any further questions.

  Best regards, 

  Scuf Gaming

• Initial Complaint

  Date:01/13/2025

  Type:Sales and Advertising 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.

  Purchase date was 7/3/2023. We have a one year warranty. The controller has a drift on left joystick. We have reached out to them with no response for two weeks now other than an automated prompt to fill out a ticket, which we did two weeks ago. The phone number ************ is also automated and says they are not taking calls. The chat is also automated. We want the controller replaced with a New controller or our money back.

  

  Business Response

  Date: 01/16/2025

  Hi ********,

  We are sorry for the delayed reply. As stated on our website, we are experiencing a high volume due to the holidays and we are quickly catching up. We can confirm that your ticket was reviewed earlier today and will receive a reply by tomorrow.

  Best regards,

  Scuf Gaming

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22804073
  
  I am rejecting this response because:
  
  Scuf gaming has received our order number and original email of order confirmation proving that we bought the controller from them. Now they want pictures of the controller which we sent. There has been no resolution. Just more hoops to jump thru. The controller does not work. After 5 months and spending $250 for it it should be replaced or refunded. They continue to give us a hard time.
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 01/17/2025

  Hi ********, 

  
  We are sorry for the confusion, Per our policy, and as stated via email, we do need a photo of the controller's seal of approval. Upon reviewing your messages, this information was not provided. In order to proceed with the *** and help you as soon as possible, please ensure to provide us with this information. 

  Best regards, 

  Scuf Gaming

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22804073
  
  I am rejecting this response because: I did send them photos of our controller. Multiple photos. The same controller we have from them is still for sale on their website showing the one year warranty! Here is the website:

  *********************************************************************************
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 01/22/2025

  Here are the photos i sent them.

  

  Business Response

  Date: 01/23/2025

  Hi ********, 

  We emailed you on January 7th, but we never heard back from you. In order to help you better, please reply to our email with the requested information. 

  Best regards,

  Scuf Gaming

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22804073
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

   

  They have heard from me and they now have my controller. They emailed me a return label and it was sent back to them in 24 hours. It is unclear what they are doing. We have asked for a new controller after spending $250 not the broken one fixed. They have told me this will take 20 days but still it is unclear what they are doing. The his is unacceptable. We want a new controller and not wait 20 days for it. I sent the broken one to them within 24 hours.

  

  Business Response

  Date: 01/30/2025

  Hello ********, 
  Your controller was received on Friday afternoon, and was checked in on Monday morning. Your replacement is currently being process. Please respond to your ticket if you have any further questions.
  Best regards,
  Scuf Gaming 

• Initial Complaint

  Date:12/24/2024

  Type:Product 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.

  I purchased this controller from Best Buy on October 23, 2024. Since then this controller has been nothing but problems. The controller disconnects mid-game no matter how it is connected. I tried troubleshooting using the options from the Scuf website and no matter what I did the problems persisted. I took this to Scuf and they agreed to replace it under the warranty. I received the new controller and it still disconnects making it is unusable. I have done plenty of research and learned that this issue happens often with the Scuf Envision Pro. This is a broken product that the company is profiting from. I would like a full refund from Scuf.

  

  Business Response

  Date: 01/16/2025

  Good afternoon *****,

  We are sincerely sorry to hear that you're having issues with your controller. We can see that you were provided with our RMA information in December. Please feel free to respond to your ticket if you have any further questions.

  Best regards,

  Scuf Gaming

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22728080
  
  I am rejecting this response because: I do not want another repair. I purchased this controller through Best Buy. They will not do a return. The controller is a defective product due its reliant on iCUE; therefore, it will never work properly. I would like a refund in the amount I paid for the product. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/17/2025

  Hello *****,

  We understand you would prefer a refund over a replacement. However, please note that since the controller was not purchased directly on our website, we are unable to proceed with a refund. Only Best Buy can refund this transaction. We apologize for any inconvenience this may cause.

  Best regards, 

  Scuf Gaming

• Initial Complaint

  Date:12/19/2024

  Type:Delivery 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.

  ordered PlayStation 5 scuf controller for Christmas i paid shipping to arrive before Christmas and scuf sent an apology email saying it won't arrive by December 24th they asked if i wanted a 75$ credit for my next order or to cancel my order i asked them to cancel my order and it didn't work they said to return when i receive the order that didn't even ship yet and there will be a 15% restock fee this is there mistake and the order should be canceled there is no customer service it's all Electonic responses they don't have a phone number they won't even give me a mailing address to return. this worse company in the world this is the second time i tried to order from them and the order was all wrong took way too long to fix this company shouldn't be in business i uploaded all the emails that i send that got me no where

  

  Business Response

  Date: 01/16/2025

  Good afternoon ****,

  We are deeply sorry for the delay with your order, and we made sure to communicate with our customers as soon as possible. As stated via email, your order was refunded in full on December 22nd, per your request. No restocking fees were applied to your refund.

  Best regards,

  Scuf Gaming

• Initial Complaint

  Date:12/19/2024

  Type:Sales and Advertising 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.

  Business is refusing to honor their listed warranty, even though their own records indicate it is within warranty. They ask questions with the specific intent to squirm away from fixing their own manufacturing defects.

  

  Business Response

  Date: 01/16/2025

  Hello *****, 

  We are very sorry to hear that you are having issues with your controller. 

  As mentioned via email, the seal of approval provided is attached to a Scuf Gaming order, that does not match any of your information. As outlined in our Warranty Terms, the warranty is non-transferable. We're happy to help you with an in-warranty RMA if you can confirm the information on the order, or provide us with an original proof of purchase. 
   
  Best regards,

  Scuf Gaming

• Initial Complaint

  Date:12/13/2024

  Type:Delivery 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.

  ******* ******* date of purchase 11/27/2024 package was returned to shipper so am requesting to have my package redelivered to my residence with the option to pick up at fed ex location near me in case there are any complications with the delivery of my package. i need my package redelivered in a timely fashion because it is a christmas gift to my 12 year old child

  

  Business Response

  Date: 01/16/2025

  Hi Charrah,

  We are very sorry to hear that you have not received your order. We see that ***** attempted a delivery 3 times before returning the package to us. We received it back and emailed you on December 23rd, asking how you wished to proceed. Unfortunately, we have not received a response to this day. Please respond to our email so we can help you further.

  Best regards,

  Scuf Gaming