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26 Customer Reviews
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Review from Chancellor G
1 star09/30/2024
Ordered a handheld game system from them. Days after it the shipping notification, no shipping details were available. I was denied a refund and they declined to provide further information about the shipping.
Retro vGames Response
10/01/2024
Hi Chancellor,Thank you for reaching taking the time to write this review.We have checked your order details and can see that you placed your order on September 27 (Friday). Please note that, for standard orders, it is 2 to 3 business days processing time + 5 to 7 business days shipping. We can see that your order was handed over to the shipping company on September 30 (Monday). You should have also received tracking details in an email. If you didn't, please reach out to our customer support team at ******************************* and they will be more than happy to share it with you.The expected delivery date of your order is October 05 which is well within our promised time.We have checked and we cannot find any record of you reaching out to our customer support team with your concerns regarding your order.Should you have any concerns or questions, please reach out to the our customer support team at the email address mentioned above or you can call us at *************** (8AM-8PM EST). You can also contact us by going to our website and starting a chat from there.We hope this clarifies any confusion.Regards,Retro vGames teamReview from Tracey R
1 star08/24/2024
Very poor customer service. I ordered a Wii bundle (console and balance board). The balance board does not work. I have spoken with a Sarah H*******, who states she will send a replacement but the defective board needs to be returned. Sarah states she will send a shipping label - which she has not done. This company is a fraud - selling defective products and taking people's money.Retro vGames Response
08/28/2024
Hi ******,We are really sorry to hear about this experience. We have confirmed with the customer support team and ***** has requested for a label from the processing team. It doesn't usually take this long but during a surge of orders, this happens and we are really sorry for this.Please note that a 'scam' company, does not provide support for their orders and does not respond to the queries. As ***** already requested your patience, please do not worry at all, ***** is handling your case and will follow through with the replacement process.We really appreciate your patience and understanding while we resolve this issue.Regards,Retro vGames teamReview from Michael B
1 star08/13/2024
I placed an order for a Deadpool XBOX ONE edition on their website. I paid $80 for the game and two weeks went by without any information or email traffic in regards to the order. I finally emailed them about the order and they replied saying that the order was canceled due to some error and to go back and re-order the product. Once I went back to theory website to re-order, I saw that the product had a $60 markup on the same exact game. In my opinion, they saw that they could make more money on the game so I was screwed over in the end. Their buisnesses should not continue due to their horrible and illegal practices.Retro vGames Response
08/14/2024
Hi *******,Thank you for taking the time to write this review. We completely understand your disappointment.As we deal with used items, the prices are not really in our control as they depend on factors like at what price our team can procure it. As the inventory is limited and demand for a particular item increases, stocks can run out sooner than our team has a chance to procure it. This is the reason your order was canceled.We are sorry that our team did not reach out to you regarding this issue. We will review this and make sure this does not happen going forward.We apologize for this experience!Regards,Retro vGames teamReview from Jonah K
1 star06/06/2024
Ordered 10 ******** 64 extension **** only to have 2 come in the mail. They disputed any actions because they have proof of the 2 out of 10 extension paks arriving through the mail. The package weighed in at 1lb when the 10 extension paks would have been 2 and a half to 3 lbs. I was told from customer service that I would be contacted regarding the matter within 3-5 business day multiple times without ever receiving support. I highly do not recommend anyone to do any business with this company as they are scamming their customers. I will still fight to get my situation resolved as this is completely outrageous.Retro vGames Response
06/06/2024
Hi *****,We sincerely apologize for the discrepancy with your order of ******** 64 extension paks. We understand your frustration and want to assure you that we are actively working to resolve this situation.We have reviewed our records and can confirm that we received your order for 10 extension paks and have escalated your case to our highest priority. We will also be reviewing our internal processes to prevent similar issues from happening in the future.We understand that you were promised an update within 3-5 business days and apologize that this did not happen. Our customer care team is going to reach back to you soon.We appreciate your patience and understanding as we work to make this right.Regards,Retro vGames teamReview from Heather H
1 star05/01/2024
I ordered an NES and received a broken controller, non functioning games and non functioning console. After sending complaints of the problem , answering their questions and experiencing delay after more delays The only response I've received was telling me where to ship it back because I changed my mind I couldnt get a prepaid label and I would be charged a 10% restock fee (for items that DO NOT WORK) . I am very frustrated with the experience and clearly should have done my research as this company is not reputable and already has a very poor online presence. Retro vGames drop ships their items, so you as the buyer never know who your seller is. Everything comes from different people , different addresses , and shipped separately. I am guessing since Retro vGames is "middle man" and they are unwilling to provide customer service on any level. This is apparent by the numerous negative online reviews. Steer far clear from this company and use a local game store instead!Retro vGames Response
05/02/2024
Hi *******,We are truly sorry to hear about this experience as this is not the type of experience we want our customers to have. We understand why you would think that we drip ship the items, but please note that we stand by our items and give a 30-day return and 121-day replacement guarantee.To look into this matter further and to find out why you were asked to return a non-working console yourself and were denied a shipping label, can you please email us your order details again as we cannot find any email sent from ******************?We can assure you that we will look into this and resolving your issue is of utmost importance to us.Regards,Retro vGames teamReview from Ryan J
1 star04/11/2024
I ordered a PS3 and received a broken controller. After sending a video of the problem as requested and several emails, I have been met with complete silence. The only response I've received was the one asking me to further document the problem with a photo and/or video. I am very frustrated with the experience and clearly should have done my research as this company is not reputable and already has a very poor online presence. Retro vGames drop ships their items, so you as the buyer never know who your seller is. If your seller is terrible, you will have a terrible experience. I am guessing since Retro vGames is "middle man" in the situation, they are not able to provide customer service on any level, and this is apparent by the numerous negative online reviews. Steer far clear from this company and use a local game store instead!Retro vGames Response
05/09/2024
Hi ****,Thank you for sharing your experience and we apologize for the inconvenience you faced.We ask for pictures or videos of the issue because they paint a clearer picture of the issue and help us assess the issue in more detail. If we are not able to resolve an issue remotely, we move on to providing a shipping label for replacement.We have checked and can see that we received the first email from you on April 09. After the agent found that the issue could not be solved by troubleshooting it, he shared a shipping label with you on April 13 but reached back on April 16 advising you that you do not need to send the controller back. We had already started processing your replacement. and according to the tracking details here: ****************************************************************************************** we can see that the other controller we shipped was delivered to you on April 20, 2024, at 1:19 pm.While it may take a few business days, we never shy away from assisting our customers and do whatever we can for their satisfaction. All we expect is patience from our **************************************** teamReview from Amanda E
1 star02/03/2024
I ordered 2 NES console, 2 controllers & 2 game cartridges. I only received a partial order of 1 controller & the games ( all in different packages). I am missing the console. The package carrying the actual tracking number was the one with the controller and no console could have fit. I emailed & called the place and all they do is send me the tracking. Total amount of order was $285.97. I wasn’t sent the expensive console. I’ve reported the company to the Federal Trade commission.Retro vGames Response
05/16/2024
Hi ******,Thank you for taking the time to write this review.We understand your frustration with the delivery delay. We see that your console was delivered on February 6th, as confirmed by the tracking information here: ******************************************************************************** While we process and ship orders promptly, unforeseen circumstances with the shipping carrier can occasionally cause delays. Although this is outside of our control, we apologize for any inconvenience this may have caused.We appreciate your patience and the fact that you reported our business because of cause for concern with the delay in delivery of the console.Regards,Retro vGames teamReview from Karl S
1 star01/30/2024
Worst experience I've ever had online. This company is a scam. Sent a non-working product. Didn't send half of the order. Pretends they don't have returns. COMPLETE SCAM. I hope the BBB will work to shut them down. The owners should be put in jail for stealing. Horrible.Retro vGames Response
05/17/2024
Hi ****,We appreciate you taking the time to share your feedback. We apologize for the inconvenience you've experienced.Upon investigation, we couldn't locate any messages sent from the email address associated with your order. To best assist you, please contact our customer support team at ******************************** Kindly include the email address you previously used so they can quickly access your previous interactions and resolve this issue.Regards,Retro vGames teamReview from Chris O
2 stars01/08/2024
Horrible customer service. No replies to emails. They actually don't sell anything that I can see. They take your money and buy the items from E-Bay. Bad quality items for high prices.Retro vGames Response
05/17/2024
Hi *****,We reviewed your previous communication and confirmed our response on December 16th apologizing for the condition of your console in order ******. The holiday rush can be hectic, and we regret the oversight that led to this inconvenience. Please accept our sincere apologies once again.To address your inquiry about available items, we have a fully stocked inventory at our store located at ************************************. You're welcome to visit us anytime!Additionally, our customer support team offered a 10% discount code for your next purchase as a token of apology for the inconvenience caused.Regards,Retro vGames teamReview from Sam P
1 star01/08/2024
YOU CAN CANCEL YOUR ORDER BEFORE THEY SHIP IT FOR A FULL REFUND. DON'T WAIT. I tried to purchase a handheld console and accompanying game, which was a huge mistake. First red flag is they don't send you a a verification email, nor a tracking number unless you pester them, which includes calling, texting, and using virtual live support (which they turn off randomly!). When the item console arrived, it came dirty, rubber falling apart, scratches on the case and screen, and without the game. After more days of pestering, they sent me the game. Surprisingly, the game came in acceptable condition and worked perfectly fine. I tried to return the console, and with further pestering, I was able to secure shipping details and a full refund. Please do not buy from this company, and only go through means which you are guaranteed a refund. Additionally, the console came with a $12 receipt from the actual seller to Retro vGames. It's not just a scam, it's a lazy and careless scam.Retro vGames Response
05/17/2024
Hi ***,Thank you for sharing your experience. We understand your frustration and want to assure you that we take customer feedback seriously.We apologize that your experience with us did not meet your expectations. We are actively working to improve our communication and order fulfillment processes, including:Order confirmation emails: Implementing a system to ensure every customer receives a confirmation email immediately after placing an order.Proactive tracking updates: Providing tracking information without requiring customers to reach out multiple times.Quality control: Enhancing our inspection process to prevent damaged or incomplete orders from being shipped.Returns and refunds: Streamlining our return process to make it easier for customers to initiate returns and receive refunds promptly.We value your feedback and are committed to making the necessary changes to provide a better customer experience.We apologize for the inconvenience you faced again.Regards,Retro vGames team
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