Complaints

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a video game from this place and when it arrived it wouldn't load past the ******** splash screen. I emailed them explaining the situation and asked how I could go about returning the defective item. Weeks later I get a response. Every time I email these people, someone different responds and pretends like the last 10 emails aren't in the thread. They're filling out a template or using chat gpt to respond I swear. It's taken me 17 emails, so far, and I still don't know who's paying for me to ship the defective product back.

  Business response

  10/16/2023

  To whom it may concern,
  
  We appreciate your feedback and concern, and we sincerely apologize for any inconvenience you've experienced. As per our return policy, items that are defective need to be returned within 30 days. Unfortunately, your request came in after this period had expired.
  
  To address the issue, we've been in contact with you through email, and we kindly requested a video or picture demonstrating the problem with the game. We take product quality very seriously and ensure that all our items are thoroughly tested before shipment, making it highly unlikely that they would arrive in a non-working condition.

  We're eager to assist you further, but we require this evidence to better understand and address the issue. As soon as you can provide the requested proof, we will work diligently to find a resolution that meets your needs.
  
  Thank you for your cooperation and patience.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a video game (******* Platinum Cartridge) on August 16 - upon receiving it turns out the game was in fact a fake disguised to look like the real thing. Attempted to complain or ask for a refund, but received no response and the Help link led to 404 Error Page. Another product I had previously ordered was what it claimed to be though so obviously damaged it should not have been sold.

  Business response

  10/16/2023

  To whom it may concern,
  
  We're genuinely sorry to hear about the issue you've encountered, and we take this matter very seriously. To assist you better, could you please provide us with more details about your order, including the order number and the specific problem you've encountered?
  
  We want to assure you that we do not sell fake games, and all our products go through rigorous testing to ensure they work perfectly before they are shipped. Your feedback is essential to help us resolve this issue and ensure that you receive the quality service you deserve. Please share the additional information so that we can address your concern promptly.
  
  Thank you for your understanding.
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  July 26, 2023 - $53.90 I ordered the game Harvest moon more friends of mineral town They sent me instead Harvest moon friends of mineral town A similar but very different game than the one that i paid for.I contacted their support for help with this issue and they responded a few times dodging my request for help with this mishap.Lately they have stopped responding at all and have not even attempted to make this right.Attached is my conversation with their support. I provided pictures and links to the product I paid for and the product they sent me as well. There are a few parts where i didnt respond for a while, but that is because my day is usually too busy to focus on emailing them when they arent going to respond.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company sent me a product which does not work. I reached out to them before the warranty expired about this issue. They gave me options to fix it, then when I gave them a response, they claimed out of warranty. Warranties are supposed to be for working product that break, not for products that were shipped defective. This is a nice little scam they are running. Send individuals broken products, then when they reach out for assistance, they drag their feet responding, so that they can claim out of warranty. This complain has nothing to do with the warranty, it has to do with a company shipping a broken product and not replacing it with a functioning one, then keeping my money and leaving me with nothing. Many people would consider this a scam. Especially since I see this is a common practice of theirs. Can you please help me receive a refund.

• 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.

*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. ↩