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Business Profile

Computer Software Developers

Gearbox Software, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

This profile includes complaints for Gearbox Software, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Gearbox Software, LLC has 2 locations, listed below.

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    • Gearbox Software, LLC

      5757 Main St Ste 500 Frisco, TX 75034-3262

    • Gearbox Software, LLC

      5757 Main St STE 100 Frisco, TX 75034-3234

    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/02/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had made a purchase last year for a PC game called Homeworld 3 that is being published by Gearbox Software. I purchased the collectors edition of said game and was supposed to get an Art of Homeworld 2nd Edition Book shipped to me. I have not received it. There were issues with it being shipped the first time last year. The 2nd time here recently I still have not received it. I have asked the company several times to look into the issue and I get the reply of "we're looking into it" and "we cannot give out individual shipping info." All I want is to know where my book is and to have my book even if it has to be overnighted to my address. And usually the replies took months or several days. And recently it's been several days with no answers. Everything has been documented.

      Business Response

      Date: 12/30/2022

      Business Response /* (1000, 5, 2022/10/10) */ We have looked into this and found the book was sent out on October 5th. We weren't able to pull up the order's tracking information, so to be especially safe we sent out a second copy on October 7th, so they'll actually have two orders on the way. Consumer Response /* (3000, 12, 2022/10/20) */ I have been waiting to receive my package(s) since they were supposed to have been shipped Oct. 5th, 2022 and Oct. 7th, 2022. I have yet to receive said items. Business Response /* (4000, 14, 2022/10/24) */ We were able to verify the status of the second book that we sent out on the 7th. It seems UPS returned it due to a failure of delivery to the address provided by the customer. We will have it resent now. Consumer Response /* (4200, 16, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wish to know what address is on file? The correct address should be *** *** St. Piqua, OH XXXXX. If it is not then it should be changed to the latter. Send more books till I get one or all of them. Consumer Response /* (2000, 20, 2022/11/08) */ I have received my Art Book as of this date 10/27/2022. It arrived undamaged. I am satisfied with the results and that this case can now be closed.

    • Initial Complaint

      Date:09/27/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The game was release to be playable and has Single and multiplayer functions. It also had an online feature to play with people online or coop. The game was. removed from servers from the company and the way it was created makes the entire game functionless. Without that server it can not even access the data on a physical copy of the game because it was routed through a log in only the server hosted. All of their other games work independently and do not have this issue, including ones predating this atrocity. I bought the game to be able to play it and it even has multiple functions not online and they shut it down entirely thus deleting the product that I paid for. Either want it back or a full refund of the game for what I paid for it. The guarantee of buying a game is to be able to play it. You can shut down server applications but removing the functionality of components that shouldn't be inside that is ridiculous. I want a working copy of the base game that I paid for.

      Business Response

      Date: 12/29/2022

      Business Response /* (1000, 5, 2022/09/29) */ The consumer doesn't mention what product they purchased, but it sounds like this an inquiry for Battleborn which was published by 2K Games. This complaint would then be meant for 2K Games and not Gearbox Entertainment. Consumer Response /* (3000, 7, 2022/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is about Battleborn but was developed by Gearbox meaning it was designed to not work if ever removed from servers by the developers. Business Response /* (4000, 9, 2022/10/06) */ Thanks for writing back and expressing your concerns. As Battleborn was published by 2K, we are legally and operationally unable to provide a solution for you. We would encourage you try reaching out to the Battleborn support team here: https://support.2k.com/hc/en-us/requests/new?ticket_form_id=XXXXX From there you see in the Game drop down an option to inquire about Battleborn. Consumer Response /* (4200, 11, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is a massive problem with companies just pawning it off. The published but did not make it. The production and its performance is on you not them and there might not be anything you can do about it, but it is still a reflection on you and your company. BL3 and the dlcs for wonderlands were examples of you continuing this poor treatment on players. The use of the BBB is to stop this from happening and publishers dont have to report to the BBB as the fund and own the ip. Deflecting it to a company that cant be reported doesnt make this ok, to me it just makes it worse and acts like some scam business practice that borderlines on fraud.

    • Initial Complaint

      Date:05/10/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Gearbox support has yet to respond to a ticket that I placed at the beginning of April. I reached out to 2k and they referred me back to gearbox stating that they can't help. I need to have the email address changed on an unverified account so I can verify it with my 14 year old daughter email address and I can't get anyone to help me. They only response I have gotten from Gearbox is an automated message stating they closed\merged my ticket with the one I already had open. I have attached my email chain with 2k to this complaint.

      Business Response

      Date: 06/08/2022

      Business Response /* (1000, 5, 2022/05/11) */ *******, thanks for reaching out and bringing this issue to our attention at Gearbox Customer Support. We reviewed your communications with 2K Customer Support and took action for you. We found the original email and updated with the new preferred email. If you have any other issues, please feel free to contact me directly at dan.h*****@gearbox.com and it'll be my pleasure to assist you. Thanks - Dan H***** Consumer Response /* (2000, 7, 2022/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

    Gearbox Software, LLC is NOT a BBB Accredited Business.

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