ComplaintsforAtari, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 atari cartridges from Atari Age in July 2023 and still haven't heard back from them. I've requested a refund at least 12 times in the past 30 days. None of my attempts have been acknowledged. I reached out via email to the store's email, the owner's email, messaged the owner on ******** and filled out a form on their website several times. I'm owed $69.45.

  Business response

  06/17/2024

  Thank you for being patient with our AtariAge team! The customer was refunded on 5/24/24 in the full amount of $69.45 back to their original form of payment. We have included an email acknowledgement from the customer showing they received the refund email. We have closed the order on our end. 

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a game cartridge labeled "Mr. Run and Jump 2600 - Limited Edition" on August 1, 2023. I've since followed up with Atari **************** multiple times since looking for information on when my item will be shipped, and the last I was told is that it would ship in Mid-December. It never did. I was charged back on 8/1/23 for $64.94 with tax and shipping. They basically stole my money as it's well beyond the time I can dispute the charge with my card issuer, ***************** I want the product, or I want a refund. Additionally, I placed another order for the "Atari VCS PC Mode USB" for a total of $48.73 including tax and shipping. Once again, I was promised delivery in Mid-December, but when only part of my order arrived, I contacted them and have been given the runaround since.

  Customer response

  03/04/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Atari, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased an Atari 2600 from the Atari website (********************************) on 11/30/2023 I did not receive the item until 12/14/2023 My order number is #***** I was unhappy with the product and reached out to Atari to start a refund on 01/03/2024 3 weeks after receiving the item According to their policy I have 30 days to return the item A person named ******* A had sent me an e-mail confirming my return I was given a ticket number ************* for my return and that a duplicate request had been made and was closed I was also told that an agent would reach out to me soon about this matter No agent contacted me I reached out again to Atari on 01/12/2024 about returning the item, and again I was sent an e-mail telling me an agent would look into this I was given another ticket number ************* Again, no agent reached out to me about returning the item

  Business response

  07/29/2024

  Unfortunately, our attempts to contact this customer have gone unanswered. We are happy to help resolve this issue for them if they would like to communicate with our support team. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I ordered a joystick and PC MODE *** for the Atari the I purchased. When I Initiate bought the joystick and *** they said that the *** was on backorder so that was why the long wait in delivery. So we waited and when I received the package finally we only received the joystick no *** I paid a total of $90.18. That was for both. I send email and no response. I don't know of any phone number to call. Can I either want what I paid for or my my money back. $29.99 + tax and shipping all together I spent $90.18.

  Business response

  05/20/2024

  Customer purchased the Atari PC USB, unfortunately, this item was oversold and the product status was on backorder. Customer was made aware of the update and requested a refund. Refund was issued, including partial shipping cost. Customer order issue has been resolved. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an Atari VCS on December 3, 2023 and it arrived defective. Upon further research Atari has knowingly shipped defective units since at least December 2022, perhaps earlier. The issue is that the system can neither register for an account or update the ** due to a bad ** being installed on the Atari VCS. This is a two fold issue, one the device does not function as intended (a retro gaming console) as games cannot be played. Likewise as a user cannot be registered, the user experience is very limited. ********************** has made no effort to fix the issue for over a year. There is an unofficial support page on the social media site Discord. Any updates that are available are not through the site and thus suspect. All attempts to contact Atari has not been answered through Discord and their web page. It is notable beyond a web submission Atari has no means to support customers with issues. This is unacceptable and while they should feel shame for this deception, it is not surprising they are not owning up to the issue which has been a pattern for over a year. While I am within rights for a refund, Atari well they must put this technical issue clearly on their product page, provide a USB drive with the product for an ** update and provide official support on their website for suture customers who foolishly choose to buy an Atari VCS.

  Customer response

  01/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Atari, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business response

  07/29/2024

  Customer opened chargeback and the bank concluded with a refund to the customer, closing the chargeback in the customer's favor. Tracking details of return show it the return was never accepted into the warehouse, nor scanned from originating location. 

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, but I can say the matter has been resolved by taking action to protect myself as a consumer.  ***** helped adjudicate and resolve the issue via a charge back.

  Notably, I never received any communication from Atari, but their communications might have been filtered out as spam via my e-mail provider. 

  It is unclear when they tried to resolve anything based on the fact that their response to my complaint is months after the fact. Were I depending on them for a resolution it would be too late.  
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a Large Atari Lunar Lander sweatshirt and was sent a small. Contacted Atari three times and got one response on 12/08/2023. I was told that their warehouse would be contacted and have heard nothing for twelve days. Wrote to them again and no response.

  Customer response

  01/15/2024

  At this time, I have been contacted directly by Atari, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I was asked if I received my replacement sweatshirt. I replied no. This was on 12/29/23. I have not heard from them since nor have received any replacement sweatshirt.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer response

  01/26/2024

  At this time, I have been contacted directly by Atari, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   I have received my correct size sweatshirt today 1/26/24. My complaint is resolved.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a complaint concerning the Atari VCS All in One bundle. I bought the system along with other items, on November 28, right out of the box there were problems, the system will not update. *** contacted customer service and tried a fix to the problem, which did not work. Upon researching the update issue, this is not a new or recent problem. *** contacted them about a return, at least 3 times. The first time is when they suggested the fix, and there has been no reply to the other two requests.

  Customer response

  01/12/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Atari, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a tempest game and the ** E, F were damage. and h was miss two screws. I have contacted them and left my number on customer service page. all I keep getting generated emails. all I want are these parts I spent to much money not to be able to play my game. The game is Tempest Legacy Arcade machine

  Business response

  05/20/2024

  With the information provided by the customer we cannot find any order or correspondence from the email, name, or address provided. We advise the customer to reach out to our support team via our contact page **********************************************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Atari VCS and other misc accessories for the console on 11/27/2023.Order number: ***** Subtotal: $215.98 Total with tax: $231.10 I received the unit on 12/05/2023. *** tracking# ****************** That day I opened the box. Attached the console to the **** port of the *** Attached the power supply and network cable to the Atari VCS. I powered on the console. The light came on, the screen showed green lines and it shut right off. I turned it on again. Same thing. No picture except for green screen with vertical lines all over it. Basically a garbage data screen. I looked for support on their website. There was none. I did finally find contact Atari. I select 'Returns'. There was no product support. I wrote about what happened and that the unit was DOA. Someone on 12/06/2023 wrote me back by the name of ******. He said that most units were repaired using a flash stick and ** update. He sent me instructions on where to download the ** and how to install. I followed them but it did not fix the unit. The Atari VCS turns on, has green screen with lines, and turns off again. I have contacted them daily and only have heard from them once, on 12/06/2023 and no further. I have pleaded with them that this was purchased for my kids Christmas. No replies, no emails, no nothing. I asked for an RMA to return the unit, in every email I wrote, but I have yet to receive a reply.

  Customer response

  01/08/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Atari, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business response

  05/20/2024

  We appreciate your patience and we apologize for the inconvenience caused throughout this return/replacement process. Due to issues with the third party processor, a replacement was not shipped out until the issue had been resolved. A replacement Atari VCS was delivered on 4/30/24. Customer issue has been resolved. 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company knowingly sent me a defective unit. Now, they aren't processing my return.I purchased a VCS 800 video game console. The system didn't work out of the box--this is the standard experience, as evidenced by online consumer posts. The company expects users to manually repair the operating system. Begrudgingly, I did this (I shouldn't have).Once I had the software working correctly, I then found out there is an issue with the included joystick. The joystick is stuck in the down position when using via bluetooth. I repaired the software, but I am not repairing the hardware too. So I requested a refund. Atari support said they would send me a shipping label to return the defective item. However, they never sent a label. I've emailed them multiple times, trying to get them to initiate the return. It's been almost two weeks since they said they would give me a shipping label and they won't respond to emails.

  Customer response

  10/16/2023

  At this time, I have been contacted directly by Atari, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

  Atari did contact me after I filed a complaint with the BBB. They apologized for ignoring me and finally sent a shipping label to return their defective merchandise. I shipped their merchandise back to them. I never got the refund from Atari. So I decided to contact them about it. Once again, my email was ignored. I have a dispute open with Discover card. Hopefully, Discover recognizes that Atari is behaving unethically and I deserve my refund. It is extremely disappointing to see a large company behave in this manner. Is it criminal? 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer response

  11/09/2023

  At this time, I have been contacted directly by Atari, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  The business did contact me. They claimed they refunded me the money, but they never did. I also had a dispute active with Discover. The dispute resolved before Atari got around to refunding the money. I was promised a return label on September **** Discover resolved the dispute on October 20. Atari had over a month to refund the money--it seems like that wasn't important to them. Horrible experience, thankfully Discover protected me from Atari.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

*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. ↩