Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My debit card was suddenly charged Feb 16 and I immediately tried getting ****** and backbone to please issue me this refund as I don't even OWN A BACKBONE. I have emails from both ****** and then from backbone where they both keep telling me I need to collect my money from the other and I am tired of it. It's July now and I just want backbone to give me back my ***** for this subscription I've never ever even used nor asked for. I don't know how my card got charged. I have tried and tried to reason with these people and they just won't give me back my money. Please!! I need my money back!!

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This company sells remote game controllers for mobile devices. They prematurely sold and shipped a new USB-C version before they were able to update their software to be compatible with the new USB-C iPhone like they claimed it to be. I purchased it in October of 2023. I have emailed their support multiple times over the course of 6 months trying to get a new one (an exchange they are publically offering because they knew they messed up). I have been tossed around from support agent to support agent, and have now not heard back from them in weeks since providing the same information I have already provided, but now to a new support agent. I am getting nowhere with them, and I can't even use a product I bought over 6 months ago.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  backbone labs inc.electronic phone/gaming company.supposedly sells a controller device for your phone, for mobile gaming September 21st 2023- date of purchase order confirmation # SPY-******* product: backbone one playstation addition price: $99.99 purchased on website. sent numerous emails, inquries into shipping time, shipping service.sent inquries through website email, ********* instagram, ********no reply, no emails from company stating backlog of product or emails stating wait in email reaponse.waited awhile just to make sure.they have numerouse reviews and statements that they now hide on all social media platforms, for other customers stating same lack of communication.if this isnt fraudulent, i dont know what is.

  Business response

  10/25/2023

  Hello There!

  We completely understand the customer's complaint and tried to make it right as soon as possible. What had happened was after the iPhone 15 Launch, we had realized that our latest models of our controllers that would work with the iPhone 15 needed a firmware update that couldn't be done without an Android device, our Marketing team had gotten ahead of themselves and sent out an email blast stating all of our products in our warehouse globally would work with the iPhone 15 out of the box. Which was untrue, we had to pull all of our inventory from all warehouses and send to our return center in the US to process firmware updates and ship back out to our warehouses for fulfillment. Our return center had completed this quickly and we made a special return program for any users that purchased our USB-C model in the last 30-days to exchange their device for a device that had the latest firmware update.  We had put a hold on all orders for these two models and this customer was one of them.  We did get all of her tickets but with our ticketing system ever new ticket that is submitted gets put down at the bottom of the ticket list and our CSX team works on tickets from oldest to newest. There is no way to flag tickets from the same user unfortunately and we had over ****+ tickets with only 2 CSX team members trying their best to work through it all.  Our CSX and Ops team did find a bunch of shipments with the "Label Created" status and ended up sending all new units which this customer was part of the group that received a new shipment and our Shopify site was not updated with the new tracking details so they wouldn't have known that the order had shipped. We have since messaged the customer letting her know that a replacement device was shipped and delivered over the weekend and let her know if she'd like to return for refund to please reach out to us and we'll get the process going ASAP.  We are currently awaiting her response and will work diligently on her request which ever way she chooses.  We take pride in making thing right for the customer as we want all of our customers to have a good experience when purchasing from us, we were very unprepared for this latest launch and have learned a lot and will continue to make process improvements to ensure we do right by our customers. Thank you and we greatly appreciate your time in looking at this response.

  Customer response

  10/25/2023

   
  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

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered 2 controllers from Backbone on 11/30/22. One for the Iphone and one for the Android. I received a shipping notiification on 12/7/22 stating that both controllers were shipped. I received the package on 12/12/22 but only the Iphone controller was sent. I have tried contacting the company through email (which is the only way to do so) and can't get a response or resolution. Backbone has charged me for both systems in the amount of $216.48 on 11/30/22. When I use their "chatbot" system, it says that the order has been fulfilled.

*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. ↩