ComplaintsforBig Huge Games,Inc

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  BHG is the owner of a game called Dominations. In this game there is a structure called the council. In the council there is a section that provides rewards for achievements accomplished. The final 2 of 3 achievements are called mystic chests. These chests offer 11 cards to earn legendary counselors at a 75% chance rather than the usual 0.1% in the rest of the game. With 75% odds and over 20 cards drawn I should have received atleast 2 legendary cards. I received 0. I brought this to customer service attention and even paid for a few of these books at 14.99 each. The ones at 14.99 were my stupidity knowing how cheap this game is at offering rewards at a decent rate to players but the mystic chest cheated me. I should have received atleast 2 legendary cards with those odds and customer service told me that’s just the way it goes. Better luck next time. Those odds weren’t my odds they were odds set up by the company and they did not provide me with those odds. That’s fraudulent advertisement. They purposefully withheld rewards and then claim that I’m just mad because I didn’t get what I wanted. It’s not what I wanted it’s what they offered and they did not follow through. No one else in my alliance has had this issue and they all advised me to talk to customer service but any complaint I have ever made to this business falls on deaf ears. They are cheating their customers out of thousands of dollars then claim they’re looking into it but never do.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 5, I tried to purchase a Pet Similator X Titanic Hippomelon Plush on the company's website -shopbiggames.io. I was online at release time and as soon as it was available I added it to my cart - which implies item is available and reserved for me until I check out. I was placed in a queue to check out. While waiting in this queue, I was suddenly informed that the item in my cart was now sold out and my check out process was cancelled. I missed out on the product. The same thing happened on Feb 26 when trying to purchase the Titanic Red Ballong Cat - had it in my cart and while waiting to check out was told it was now sold out. I ended up buying that for my son for $649 on ****. This business engages in deceptive practices and encourages price gouging by allowing items that are in customer carts to be reallocated to others who then buy in bulk and end up selling them for up to 5x the retail price on ****.

  Business response

  03/07/2023

  Hi ******,

  While I understand your concern and would like to do my best to assist you, we are not actually the company responsible for Pet Simulator X. We are Big Huge Games - a game development studio located in Timonium, MD with several titles to our name; though we are currently only supporting our mobile game: DomiNations. 

  The company responsible for Pet Simulator X is BIG Games; a developer that uses ****** as its platform. We are not, nor have we ever been, associated with BIG Games or any of its titles, including Pet Simulator X. I have found that, for some reason, when you try searching for their customer support email, our contact information is what appears and we have received many emails regarding Pet Simulator X. I have contacted their studio and asked them to make their information more readily available but it appears they have not done so. The only email address associated with BIG Games that I know of is [email protected]. I highly recommend reaching out to them to assist with your issue.

  Regards,

  Luke

  Customer Support Manager

  Customer response

  03/09/2023

  
  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,
  
  ****** ********

• Initial Complaint

  10/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6/10 payment of $50 to pay for crowns to speed up my progress. My alliance had been working for months to earn the university speed up bonus of 5hours per day. 5hours is roughly 50-100 crowns. We achieved the milestone but the game had a defect/bug that didn't award the bonus. I have documented the flaw over weeks to customer service. At first, it sounded like they would give me speed ups to compensate for the bug. Today they told me that losing 50-100 crowns a day for months didn't warrant any compensation and they had no idea when they would fix the bug. Why did I pay for crowns if they were going to just steal them back? I want my $50 back.

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2021/10/22) */ Contact Name and Title: Luke, CS Manager Contact Email: *******@bighugegames.com Hello ******** I'm very sorry to hear that you had this problem with our customer ******* department. My name is Luke and I am the Customer Support Manager with Big Huge Games. I would love to help you resolve this problem, but I am unable to find your ticket based solely off your name; I'll need your player ID or some other in-game information to find your account - and associated ticket - so we can find a solution to your problem. I have included my email - which is only reviewed and answered by me - for you to forward your game information to. Regards, Luke Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, Luke what I got doesn't have your email attached. I'll do my best to provide any much detail as possible. Account name-Pickles III Player ID: ******** The alliance is: Englnds @rmy My email is: ************@hotmail.com I was alliance leader at the time but I demoted myself over the frustration behind this. Business Response /* (4000, 9, 2021/11/02) */ Hello! I'm very sorry about the previous response, I thought it included my email. I have just sent you an email, but in case there's some issue with that, it's *******@bighugegames.com. Thank you for sending your player information as well! Regards, Luke

*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. ↩