ComplaintsforWizards of the Coast

• Initial Complaint

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Wizards of the Coast uses a product that allows you to play Magic the Gathering online called MTG: Arena. The issue is that Wizards internally manipulates the ordering of a deck as you play to bring about desired results and no individual wins too many games. This has been fairly public knowledge and is a known issue, but with the release of the most recent set this has become much worse to the point that the game is nearly unplayable.I build a deck that will either go through every land in my deck, even with constantly shuffling the land and not having playable cards, or not drawing any land at all while the opponent continues to get exactly what they need at any given moment. Generally one game in five or so the deck actually performs decently and seems to be statistically accurate to the draws.The further manipulation by Wizards has made this game essentially no fun to play and I have request a refund from the company for the money I have spent on it and then if they desire they can erase my account.They advertise this game as a realistic alternative to playing the game in paper, but with the internal algorithmic manipulation this is not accurate and therefore I feel that I spent money and time on something that was falsely advertised.At this point I would be happy with a full refund and removal of my account

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I want to preface this, I've never once complained about a company, or been compelled to write a negative review. After this most recent experience I just couldn't believe that this company gets away with treating it's customers the way it does.On July 29th, for the release of the BloomBurrow Showcase Secret Lair. I had placed an order for a set, but before finalizing I realized that one digit on my zip code was incorrect, so I go back and cancel the transaction. After updating the address I finalize the process and complete my order.I received an email a few minutes later with the correct address and the order number and I'm a happy camper. Then about 30 minutes later I get ANOTHER email, with the incorrect email.I go check the profile and it appears that both orders had been placed. I IMMEDIATELY go to the website to find customer support of any kind and to my surprise there is no customer support number or email of any kind to contact. I did end up submitting a ticket and just in case they weren't able to help me through the ticket I changed the address for the order and in my profile to correct the second incorrect order.I get an email back from the ticket asking for name and other such information, I provide it and then I don't hear back for another day.It is today July 31st, the order has not shipped, they tell me I cannot refund the order as it has already been processed, AND to make it worse they couldn't even help me with the address change, as it turns out when I changed the address in the profile the day prior it never updated for their system so *** has the incorrect information regardless of me updating it a day prior and the object not even shipping yet.They couldn't even ship both of the products in one package to reduce shipping costs for **** may as well have been flat out ignored by their "support". If they don't have the infrastructure to fix the smallest of issues they just shouldn't be conducting business the way they do currently.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I would like a refund for my purchase of the assassins creed collectors box. I am accusing wizards of the coast of fraud and will file a class action lawsuit. They purposely seeded collector packs with multiple playsets worth of rates to reduce the amount of hits per box and increase profits. They also have reduced the number of full art cards significantly from past sets. There has been enough streaming evidence to document a case for this. I am asking for a refund of their product They sorted.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a sealed product and when I opened it the product was damaged. I submitted a ticket to get a replacement product after 12 days I haven't received any response. There isn't any other way to contact them that I could find on their site.Attached are picture of the damaged product that I sent the company along with a screenshot of my ticket.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the "Deck of Many Things Includes The Book of Many Things, 66-Card Deck of Many Things + Card Reference" from Amazon on April 17, 2024. I opened the product on 5/20 for the first time to use in my D&D game. Sadly, I had 22 duplicated cards and 22 missing cards. I reached out to Wizards of the Coast customer service on 5/20 and opened a ticket and uploaded a photo as required. (******* - transcript attached - photo of cards as well). WOTC rep stated that they would replace the cards. Ticket was closed on June 23 and I hadn't received the replacement cards. I opened a follow up ticket on June 25 asking for a status (******* - transcript attached). That ticket was closed without a response, and I still don't have the replacement cards. I opened another ticket 7/1 (******* - transcript attached) just before opening this one. I don't expect a response from WOTC, so I reached out to you. All I want are the replacement cards that were promised.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased the necessary amount of in-game currency to cover the cost of a particular bundle the WotC offered on their MTG Arena platform. Recently I noticed part of the bundle is no longer accessible for me to use. I reached out to WotC's customer service and have not received any resolution in over a week now.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a book on pre-order but the book was never sent. I received a notification from *** that they were never provided with the package from Wizards of the Coast. This is clear from the automated post notification from them saying the book was ready to ship, but had not been shipped yet.Reaching out to their customer support, they maintained that *** had not picked up the package, so it was ***s fault that I didnt get my book. Since the book never left their warehouse, by their own records, it cannot be *** at fault.They no longer respond to my emails.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was playing a magic arena event on day 2 this is an event that you have to qualify for and is one of the larger events that magic arena runs. In the middle of my draft I get disconnected and am basically unable to compete because I was disconnected from their server and not allowed to rejoin with an error stating cannot authenticate . As soon as the draft was over I was allowed back on to the platform with virtually no chance to compete due to not having the ability to draft pack 3 of a 3 pack draft. I contacted wizards support immediately and still havent heard a word back from them and this was 4 days ago. This is not the first time their support team has been absolutely worthless, but in this case it might have cost me 2000$ because that was the prize for achieving a certain amount of wins. I notified wizards yesterday that I would be filing a complaint with the BBB today if I hadnt heard back, and despite letting them know this was coming, they still havent said a word. The customer support for this company is horrible and I want restitution. My problem is mostly with their support not even attempting to make this right and completely ignoring my complaint. I understand things happen on a virtual platform but there is no reason for support to just completely ignore my request for help.

  Customer response

  05/31/2024

  They got back with me after they received word from yall and gave me what I wanted. I appreciate yall assistance in this matter and would like to withdraw my complaint. Which is ID number ******** 

  thank you so much for your assistance in holding these companies responsible for bad business practices and helping us get compensated as a customer. Thank you so much. 
  

  josh 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  For the past months, Wizards of the Coast has been advertising that those who preorder their content "Vecna: Eve of Ruin" would be able to access it two weeks early on May 7, 2024. When the date came around, they turned around and said that only preorders for a certain bundle (digital + physical) on a certain site (D&D Store, as opposed to D&D Beyond where the content is actually housed and is also owned by Wizards of the Coast) and before April 30, 2024 would be eligible for early access. None of these restrictions were made clear beforehand in advertisements or on the product page. The product page on D&D Store still reads, "Early Access to Digital Content on D&D Beyond: May 7, 2024" which is completely misleading, as anyone who purchases this product now will not receive early access due to the order not taking place before April 30, 2024.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Your quick draft system is beyond bugged and cost me several attempts worth of gems. Your support ignored every attempt at making this right so here we are

*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. ↩