ComplaintsforController Chaos

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order a controller on April 10, 2024 for ******. Order number: ****** I have not received the controller from Controller Chaos. I called and got no response after being on hold for an hour. My first email was on May 8, 2024. Spoke to a representative shortly after that and they stated controller would be mailed in mid June as it was being made. I emailed again on July 1 and have not received a response back. Just emailed again July 10. I would like to know the true status of the order and actually shipping tracking number as I feel as though I've been treated fraudulently because I have not received my order and I am not getting truthful responses regarding the order.

  

  Business response

  07/12/2024

  Hello, 

  We are very sorry for the delay with your order. Gamecube controllers have been difficult to source in the past months. We do have your order ready to ship out. A customer service rep will reach out to you shortly to make sure you are still wanting the order. Thanks!

  Customer response

  07/12/2024

  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.  I am still interested in obtaining the controller.  I would like a date that it will be shipped if possible.   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been getting the runaround from this company for nearly 4 months. I ordered a custom ps4 controller for my son, *****, on January 9, 2024. I didn't receive a confirmation email so I inquired about that on 1/10/24. They responded by sending me a copy of the receipt and said they expected to have it delivered by the end of the month (January). On February 7, 2024, I inquired again as to where the controller is. I did not receive a response. I waited until March 19th to give them more time to ship it and contacted them again. Still... no response. I inquired again on March 26th. I heard from ************ on March 27th saying it was in the last stage of the process and would be shipping early the following week. It is now April 30th. I want the controller or a refund. My son is currently away at college and has been waiting for this for coming on 4 months now. He won't even be there after May 12th, so I'm afraid if this is even a legit company that they will not get it to him before he leaves. Then what?

  Customer response

  05/13/2024

  I filed this two weeks ago and wanted to update in case anyone else is considering purchasing from Controller Chaos. My son is now home from college (where the controller was supposed to be shipped 4 months ago) so the controller won't even reach him IF they ever even send it. It's absolutely ridiculous that this has taken 4 months and several back and forth correspondences of them saying, "we expect it to ship next week." I sent them another email today stating that if I don't receive a response from them today and they aren't prepared to ship it immediately, I will be fighting this charge with my credit card. I was hoping to come back to BBB and report positive news, but unfortunately that is not the case. 

  

  Business response

  05/22/2024

  Hi - We are very sorry about the delay with your order. We will have a customer service rep reach out to you tomorrow (5/23) to get this resolved.

  Customer response

  05/30/2024

  Complaint: 21649235
  
  I am rejecting this response because:
  They did not reach out on 5/23 or any day since then. The last I heard anything was on 5/20. They were going to have a meeting about mine and other peoples controllers (so Im not the only one) the next day and they would be in touch. Still have not been in touch and its been 10 days since then. 
  
  Sincerely,
  
  ***************************

  Customer response

  06/04/2024

  Controller Chaos finally came through! We received our controller yesterday!

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a gaming controller from them in December 2023 and never received it. Unable to get emails returned I always automatically get hung up on after being on hold for 22 minutes.

  

  Business response

  05/21/2024

  The controller was shipped out on April 3, 2024.  It was delivered on April 5, 2024.  The tracking number is ************.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 01/06/2024 I put in an order for a custom ps3 controller from Controller Chaos. I was given a receipt and an order tracking number that being cc-******, I wasnt however sent a confirmation email a tracking number or any form of correspondence. After roughly a month I placed a call to customer service to check the status of my order which they told me nearly done and should be to my house in about 2-3 more weeks. I said sounds good and that was that. On 03-20-2024 I sent an email to controller chaos support because their phone line was so busy they werent taking calls now. Their response was an auto generated email asking for 24 hours to respond. I waited a week and in a lapsed judgment sent a more rude email to them this morning and then sat on hold with their phone system telling me I was third in line, second in line and first in line over and over again while periodically hanging up on me. This prompted me believe this isnt even a real company and just a scam website but to my surprise this is an accredited business. I would simply like a genuine **** ps3 controller like promised in the description I couldnt even care less about the design on it anymore, theyre just hard to come by and thats the only reason I bought this from you guys.

  

  Business response

  05/22/2024

  The controller was shipped out and delivered on 4/1/24.

  Customer response

  05/23/2024

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

  Customer response

  05/23/2024

  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

  01/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered a controller on 9/25/23. Order number *********. I paid 324.98 dollars. I have emailed this company at least 1 x a month asking when the controller would be shipped. They replied that it was being polished. Whatever that means is beyond me. The last email from this company was 1/11/24. They thought they were funny by saying " i will update you, as soon as I get a uodate." This controller is for my son. In my opinion they have robbed me. They have committed a theft. I paid them money, I didcnot get my product andcthey jept thevmoney. CLOSE THEM DOWN. There are other peoplevout there sending this company for nothing. This is not a custom controller. Please do what ever you can to close them down. I have come to the conclusion thst I will never see a refund,nor a controller. ***** I am unable to upload the photos from my phone of the orginal order and all the emails. Everything was done on line. I want my money back and I want the business closed down. The real gamers should know that this company is Fake and Fraudulent.

  

  Business response

  01/17/2024

  Hello - There was a product shortage with the ***** ********. The manufacturer has recently released a new model for the new consoles(PS5). We have responded to your request and refunded your order. Sorry for any inconvenience this may have caused you. Please contact us if you have any further questions.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  cc-****** Order confirmation date 5/23/2023, with an estimated production time of **** business days. After those days flew by I noticed that their tracker hadn't updated to any of the next steps. I followed up on 6/5/2023 through their support email and received an estimate of my order being "...painted, clear coated, built, tested, with an estimated send out time of later this month." After a full month (July), I reached back out again on 8/8/2023 and this time they said; "We had a supply chain issue with the boards, however we had them arrive over the weekend. They are being worked on now and I suspect your controller should send out within the next day or two." And as those next few days passed and turned into weeks, nothing from them or not even an update on the tracker. As of today, 8/23/2023, nothing, no update to the tracker. This is getting ridiculous. After paying close to $200 for a custom controller, one starts to fear that I threw that money down the drain or didn't go through a different company. The only resolution I will accept is either my controller I ordered and for Controller Chaos to admit that what their doing is wrong and immoral to their customers.

  

  Business response

  08/25/2023

  Hello, We are sorry for the delay with your order. We are a bit behind in production due to several factors that are not completely in our control. A customer service agent will be reaching out to you very shortly to help find the best resolution for your order. Please feel free to give us a call M-F (9am-5:30pm CST) if you have any additional questions or concerns.    

  Customer response

  08/28/2023

  Complaint: 20512159
  
  I am rejecting this response because:
  
  Although I did receive a call on the 25th regarding my controller. It was the same reason in saying that parts have just arrived, shipping out soon, and in hand the following Friday at the latest (9/1/23). I respect the call and the reassurance that it will be shipped out, but as of the 28th at noon the tracker still shows that it's being assembled. I would like an email with a tracking number when it is shipped out to avoid the website tracker being off in any way. I will update this page when; I hear back, receive my controller, or of any further complications.
  
  Sincerely,
  
  ****** **********

  Customer response

  01/17/2024

  01/17/2023 AB: Called consumer and left a vm. 

  02/01/2024 AB: Spoke to consumer and the issue has been resolved by the business. 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/28/2023, I ordered a gaming controller from the website controllerchaos.com. According to their website " Normal production time is between 7-14 business days. Rush Processing cuts you to the front of the line and cuts this time in half! Any orders with Rush Processing should expect to be built and shipped within 1-3 business days, dependent upon the level of customization and modifications made to the controller. Any order that needs paint to be applied should expect a minimum of 3 business days to process." I did pay the 19.98 for rush processing as I wanted to give this to my son in time for a gaming competition that he is in. It is now June 2nd and I have still not received my order. I have been in contact with Matt from their customer service department, and every time I call him, he has an excuse for why I don't have my order. The excuses have ranged from - 'the information on our website is pre-covid, now it takes us about twice as long', 'the person working on that stage is absent from work' , and now he states that he cannot provide a tracking number, but assures me that the order has been shipped. I worry that I have just thrown $220 down the drain and that this company is just a total scam. I want the controller to show up, or a refund. I would like them to change their website so that the order FAQ's are accurate. there is no chance that their customers are going to receive the product in 1-3 days as their FAQ states. This is false advertising in my opinion. There is a also a banner at the top of the webpage with a countdown timer for when their "sale" ends - as the banner has been on the top of the page since I made the order back in April, I think it's fair to say that there is no sale and that it is only a tactic they are using to create urgency in sales; for products that I am unsure even exist. I think these tactics are immoral and likely illegal. Please help.

  

  Business response

  06/06/2023

  Hello, 

  
  We are very sorry you are not happy with the production time of your custom controller, and we apologize for the delay. The 1-3 days you refer to is only the transit time once the controller is given to Fed-Ex. Every controller is made to order and hand airbrushed, so it takes us some time to produce. Your order was already shipped out via overnight Fed-Ex. Please let us know if you have any other questions or concerns. - Thanks! 

  Customer response

  06/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  their prior response is not true, the controller was not overnighted.  I was told today that FedEx lost the controller and they would be rebuilding a new controller and sending it overnight now.  
  
  
  Sincerely,
  
  ******** *******

  

  Business response

  06/06/2023

  Hi ****, 

  Thanks for your time today on the phone. We have overnighted your controller today. Please let us know if you have any questions or concerns once you receive the controller tomorrow. 

  Customer response

  06/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The website states rush processing ships in 1-3 days.  This website needs to change to prevent further consumers from being tricked. 
  
  Sincerely,
  ******** *******

• Initial Complaint

  02/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on December 9, 2022. I followed up on 1/7/23, 1/25/23, and 1/31/23. On 1/9/23 they responded saying they were "backed up" but I have received zero responses to my 1/25 and 1/31 communications. I paid $139.98 for a product I still haven't received and something that was promised within 14 business days. I need to know if they do or do not intend on providing the product I purchased so I can move on, file a chargeback with my bank and find a more reliable producer. At this point, I am starting to get nervous about what quality we will be receiving if they can't even respond with a solution. I need an accurate status of finishing the job, and to receive a courtesy discount as it is appropriate at this stage as our order agreement has not been honored by this business.

  

  Business response

  02/06/2023

  Hi *********, 

  Your order will be shipped out very shortly. We are currently experiencing some delays getting ******** products. The controllers are currently in transit to us so the delay won't be much longer. We will also have a customer service agent reach out via phone to explain the current situation. We appreciate your patience.

  Thanks, 

  Controller Chaos

  Customer response

  02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID. I have since received my product. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a custom PS5 controller from this company. It took a while for the controller to get to us, the company said it was due to the QC testing. We still received a controller that we are unable to use due to the right thumb stick getting stuck in the “6 o’clock” position. Tried contacting the company so they can honor the warranty. But no reply. We are still under the 60 day warranty as I write this. But I honestly rather get a refund. I wouldn’t trust any products from this company.

  

  Business response

  02/06/2023

  Hi, 

  We are sorry about the issue you are having with your thumbstick. It looks like you sent an email for support over the weekend which is not our normal business hours. Our customer service team tried to reach you via email and phone on 2/6/23 to help get your controller fixed. If you are still experiencing the issues with the contorller please call or email us back during normal business hours.

  Thanks, 

  Controller Chaos

• Initial Complaint

  01/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had placed and order with the company as long ago as 12/30/2022, their advertised processing time for orders is 7-14 business days, it does note that it may take longer depending on the season, which is fair. However, It has been nearly one full month since placing my order, I have emailed their support team on several occasions during this time requesting just and UPDATE as to what is happening with my order, and when the order will ship to me. I had even paid an extra $40 dollars to expedite processing and shipping when the order was placed and it has taken more than double their "regular" time. At this rate I'm already so frustrated with the company that I would not only like my shipping to be refunded but I want to cancel the order entirely. Had I known at all that I would not receive any communication from the business despite making an attempt to contact them for weeks, then I would never have placed the order. The initial event I wanted to receive the item for has already passed and so my need for this order has already come and gone, and I still have no word from the business yet on when I will even receive the item. This entire experience seems at the very least shady, and at the worst a complete scam.

  

  Business response

  02/01/2023

  Hello ******* 

   

  We are sorry about the delay with your order. Things are a bit backlogged from the holiday rush. We have refunded your order per your request. Please feel free to give us a call if you have any other questions or concerns. 

   

  *******  ********** *****

*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. ↩