ComplaintsforRetro vGames

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My last email to the company. I can supply all emails for proof. Hello, I will be submitting a case to the better business bureau of my experience. We can go through their process of helping with marketplace challenges. Clearly there was no chance of meeting your 30 day requirement with delays and employee mistakes. Summary of experience with RetroVGames Product order on April 2nd Product delivered on April 7th Email on April 14th for a return request April 14th email requesting a video of the problem April 30th Video finally sent May 2nd Video link provided to correct problem May 3rd Link was unsuccessful in correcting the issue May 4th email saying return was approved with label attached – No label attached May 17th Request of a return label sent again May 19th email saying return label is provided through link – Link is a PDF of customer order summary May 27th Request for shipping label again May 29th Email with return label(wrong address) June 9th product put in the mail with return label provided June 10th product turns out to return to my house as return label was incorrectly provided June 10th return label requested and a full refund June 15th reply that full refund is denied due to length of time since purchase, replacement offered June 22nd a return label is supplied with an apology July 7th product is put in the mail July 12th return email is sent with all information required July 19th email of receipt and replacement product being sent once available

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a ******** *** XL with a two game bundle for a total of $425. They sent me a Japanese refurbished console that is unable to play or even recognize the American games sent with it. I returned the items 5 days after receiving them with tracking and I have uploaded proof below that the items were delivered to them by *** on 6/16/2023, I purchased paid tracking and it was in fact delivered to their warehouse, the address they provided and I have the proof. For the last month I have been suffering from anxiety trying to contact this people so they can refund my hard earned money and all they do is play games. They tell me that they have to check and call me back, they never call back. I leave voicemails, support tickets and no answer. When they do answer they act like they don't know what I am talking about. They worst costumer service in the planet, truly unprofessional and it is clear all they want to do is scam their costumers. This company is a total scam and should not be allowed to do business. They sell you products that are not compatible knowing that you will return them. When you do return them they drag out the return process by ignoring your support tickets, voicemails, calls, emails until the return date passes the 30 day mark. They they say that they cannot refund the money because it is past the refund time frame policy. They are scammers and there are multiple websites with countless complaints issued against them, my only regret is that I thought they were legit and bought from them before doing my research.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In the middle of June 2023, retro vgames purchased from me a video game from my **** page. Instead of having me mail it to their warehouse or business in Allentown PA, they told me to thoroughly clean the game, test it and mail it without any receipts or invoices to an individual in ************* (likely a buyer from their website). 1 month later, I received an **** notice that they were trying to force a return as the game "did not work." However, the photos provided definitively showed the copy of the game they were trying to return to me was not the same. There were scratches on my game that were not present in their copy. Their copy had scratches not present on mine, and my sold copy had grey staining which was not present in their pictures. This company is likely buying from **** sellers in order to drop ship to their own personal buyers and then declaring for scamming refunds as their physical location does not match the buyer's address.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered *********** *, game and controller as a Fathers Day gift on the day my husband opened gift, we realized the controller was defective. I emailed the company about the issue on 6/18/23, company replied and asked me to video the issue and sent them said video. I did, 2-3 times now. From 6/23/23, 6/25/23, 6/28/23 and I have received absolutely nothing from them. No attempts to make this right. No instructions on how to exchange controller for one we can actually use, no refund information, nothing. They just ignore their emails. Thank for ruing the Fathers Day gift. Please send a refund or an actual working ************ controller and take your broken on that you sent to us back.

• Initial Complaint

  04/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I live in Ontario, Canada. On April 10, 2023, I have ordered through ******* marketplace a ******** ***, meant to be a birthday gift to my son, who had specifically asked for that console. The delivery date was April 20 and I was fine with it. On April 20, at night when we realized that it was too late for delivery, I emailed ******* customer service who put me in co tact with the seller, Retro V Games, which is based in TX, US. I was contacted by the seller and told that “Cross border shipments tend to take some time and I expect this to be delivered before the end of the month”. Needless to say, this is NOT what I agreed when I purchased the console. Retro v games should take responsibility with clients when setting a delivery date.

• Initial Complaint

  04/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 22, 2023, I ordered a refurbished New ******** *** ** from Retro VGames. I paid a total of $288.87, which was financed by ******. In the description, it was stated that this console was a Japanese model, but "..has been converted to US Firmware and cannot work with *****. Otherwise the functionality is the same.". Once the game was received, I installed an SD card with a game installed into the new system. It did not work. I contacted ******** and was told that nothing would or could work on this system because it was dedicated to a different region (Japan). I returned the console, but was told that because, technically, the system 'worked', and that I would be charged a re-stocking fee, in addition to return shipping. My ****** account was credited $259.99. I am on the hook for $28.88, plus $11+ for shipping. It's not the amount I'm angry about, it's the principle. This crooked company should not be allowed to get away with the deceptive, misleading information they have posted, then turning around and charging money for re-stocking and return shipping.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a huge ******** lot with 11 games, 2 consoles, multiple controllers, and accessories. I spent over 1,000 dollars on this purchase with expedited shipping. Placed order on 4/4/2023 and didn't get anything going on their end until 4/10/2023. I payed extra for shipping, and only received a single game on 4/13/2023. They mentioned the condition might have a few scratches which is understandable because of the age of item, but the game I got in was a complete wreck. The cartridge has damage on it, sticker is faded and damaged, the cartridge itself is covered with scratches and damage. The cartridge also rattles, which indicates interior damage. This game in particular sells for 25 dollars online but this business charged me over 65 dollars! absolutely ludicrous! They talk in their online chat like they have the best conditions and then defend the whole "refurbished" thing just so they can get away with selling damaged products at ridiculous prices. They mislead me intentionally with the quality of the items, and the promise I would receive my entire order in a timely fashion. What's the point of paying extra for shipping when it doesn't come when promised, and when I payed for it! A huge red flag for this business and It is absolutely false advertisement and huge money grab. If they showcased the condition you would be getting, no one would pay those prices! They have to use stock photos for all of the items they are selling so no-one can see the real condition. Just look at their BBB reviews 1 out 5 stars for everyone in total. I want action on this! I'm still waiting on the rest of my order to come in, and if the rest is as disappointing as this I REALLY want action on this. Also, when I received the item, it came from a random, non-related address with **** tape all over it. Super suspicious in my opinion.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  02-17-2023 $45.95 including 3-5 business day expedited shipping. Going by the time frame of when I ordered it should have arrived no later or at the latest on the 24th I had a notification that it was delivered on the 25th but I received nothing in my locked mailbox and there was nothing on my cameras indicating that the post office came or delivered anything I waited a while to see if it would come because it was a gift for my son's 50th birthday and never arrived I eventually found the product somewhere else and purchased it and let this company know I never received the item they said well we confirmed it was delivered all because of post office said it was delivered and I had proof it wasn't they're refusing a refund they said the only thing they can do is once I file a lost claim in a police report they can issue me a store credit or a replacement item I don't need a replacement item because I don't need it I purchased it somewhere else I Don't need a store credit because I don't want to do business with that company anymore how cold and rude that they have been I don't want to deal with them I've tried back and forth to reason with them talk with them speak with them just like hey listen I don't need these options All I am simply asking for is my $45 back I never got the item I can physically prove I never got the item The options they're offering me do not help me at all because I don't need those options All I want is my money back that is it That's all I'm asking for I'm not being difficult I'm not refusing I just want my money back that is it I have no reason to lie and again I could prove I never received the item All they're going on is a confirmation from the post office who is notorious for not delivering items

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello!On June 23, 2022 I purchased a ******** gaming console from Retro VGames for $129.97 using ****** Pay as my payment method. The console was delivered but quickly stopped working. Retro VGames authorized an exchange which was shipped to me on July 17th (I returned the original order in early July). In September the second console stopped working as well, which as again authorized for return and replacement which was completed. In early November the third console again stopped working due to software issues. At this point Retro VGames said I was past the 121 day warranty of the original purchase and thus would not help me, even though this particular product was not in my possession for 121 days. I thus contacted ******** Support, wondering if they could help. Using the serial number on the back ******** determined the console was a Japanese model never intended or authorized for use or purchase in the US. This was the cause of the consoles problems, it cannot be updated in the US and thus end up having critical errors in their software. I don't have the other console's serial numbers but I believe they had likely the same issue as they all stopped working in the same way. These consoles should have never been for sale in the US and the software would need to be hacked let them work in the US in the first place. Thus, Retro VGames was intentionally selling faulty product.After letting Retro VGames know this they said they would give a full refund. I returned the product and it was delivered to them Nov 12 as stated by **** tracking. Since then they have not given me a refund despite many, many emails back and forth with many excuses. The most recent is that ****** Pay needs to refund my account. I contacted ****** and they said the refund has not been put in by Retro VGames, and ****** contacted their company on Feb 11 to help resolve the issue. As of this morning, 3/01, Retro VGames is still saying ****** is responsible. Please help! Thank you!

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Me and my fiancé ordered a ** **, and paid $208.44. It was not shipped, and we started to do research into the “company” that shows that these people are a bunch of scammers. So today we requested a refund, and then we finally received a message stating that our order was “partially” shipped. Coincidentally right after we ask for a refund they send a “shipping” confirmation? I have never heard of something being partially shipped. Many people are being scammed out of their money by these people. I don’t understand why they are still on the internet allowed to take peoples money. I’ve attached our transaction and also the newest “partial” shipping confirmation which is just fake. It looks like someone typed it up.
  
   I just wanted to touch base with updates. So finally the product was sent out AFTER we told them we wanted a refund. Come to find out the product that was given to us, was not what they portrayed it to be online. We bought a ******** *** **. What we ended up getting is hacked Japanese version of the console that they made into English, said “New” ******** “LL” on it. And what I have found is sure, we could have done our due diligence and seeing if this sight were a bunch of scammers first, but when you surround yourself with good people you don’t always expect this to happen. The return police states we can only get an exchange or store credit. We do not want any of those because one, nothing in their site is accurate - it’s all “fakes” to the antiques. Is like going to NYC to by a ***** bag out of what they call “***** Town”. What these people do, is if you keep up with them - they finally sent out some sort of product - but they but a cheaper version that’s not even close to what you paid from someone else and give them your address to sent it to. I’m not frustrated because we spend $200 on an Item that doesn’t even have an ***** we can buy games for, or my son can use to put in his game collection for antiques (this was the whole point, to get the real original “. - I’m not even upset we had to spend an extra $400 on ****** to get the real thing after so know we are out $600 for one item. I’m upset because the business is still rerunning and scamming people. They may put in very fine print after you buy it that it isn’t what you thought it was, so they cover their butts, but they are putting images on the site that are not what they are selling. In an economy where it’s hard to afford anything, why are these people allowed to just take money out of the peoples hands who work hard for theirs? I’m now the 15th complaint just from the one site I seen to the BBB about them. There’s another site with all warnings about these people. Please, shut down these people. It’s not even about my money anymore, it’s about saving others hard earned money and not giving to to someone who doesn’t care or deserve it. Please contact me back to see what the updates are. I’m determined to see action on this site. We asked our bank for a charge back when they never sent anything after two weeks, they told us to ask for a refund, then that day we received a notice they were FINALLY shipping it out but guess what? It wasn’t even close to being what we saw in the site. Please stop them before they take money from someone else. It’s happened more than one time, that’s one too many. 
  
  Thank you, 
  *********************;

*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. ↩