ComplaintsforWizards of the Coast

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello,I purchased a digital product from the company Wizards of the Coast. I ran into issues immediately with using the product and followed their steps to resolve the issue but am still unable to use the product. They now have advised me I would be unable to refund the product and have no solution for me to use the product. So essentially they are stealing money from me. I have included a copy of my back and forth email with the support team to prove my accusations.

  Customer response

  08/02/2022

  Hello,

   

  I just wanted to let you know the complaint has been resolved after my report to the BBB. Thank you for your hard work in aiding me.

   

  Sincerely,

  Jordan

• Initial Complaint

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My Magic: The Gathering Online account "utweakin" was banned earlier this year. I want to know if there is any chance I can have my account unbanned. Thank you.

  Business response

  07/29/2022

  Because the account was closed for violation of our Terms of Service, Wizards does not intend to reopen the account.

  Customer response

  07/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband opened a company sealed Zendikar Risings Box Topper pack with Ancient Tomb damaged inside. We contacted Wizards of the Coast for a resolution and they said they would resolve, but sent a pack of midnight ****, which is nowhere near comparable. When contacting wizards of the coast again, the representative said they would escalate the issue for a proper resolution. We have been following up since February and do not get responses from the company anymore! Please help us get a fair resolution.

  Business response

  07/26/2022

  At the time that Wizards received the complaint from the consumer, the product was no longer supported and no exact replacements were available. Wizards never offered a 1:1 replacement, but we can understand the consumer's frustration. Luckily, the consumer still has their original, albeit damaged, product.

  In an effort to mitigate our delayed response to this consumer, Wizards has ordered additional courtesy product to be shipped to them directly.

  Customer response

  08/08/2022

   
  Complaint: 17579744
  
  I am rejecting this response because:

   

  The matter would be closed, if Wizards of the Coast sent the new replacement/customer service item they referenced.  They both communicated this in their message to you and I have an email directly from them saying they would send compensation.  They have not sent this compensation and they now are not responding to verify.  I need this matter reopened until they follow through with the adequate compensation.

  
  
  Sincerely,
  
  ***************

  Business response

  08/30/2022

  Our records now indicate that the consumer has received the make-good replacement.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I created a Magic: the Gathering Online account in 2017. My account was disabled several months ago with no reason or notification, with over $500 worth of virtual trading cards. I submitted 3 different support tickets online with Wizards of the Coast regarding my Magic: The Gathering Online account and they have ignored all of them and closed them with no response or reply.

  Business response

  05/17/2022

  ********************** account was closed on 01/23/2022 due to a violation of our terms of service, specifically pertaining to abusive language/hate speech. 

  Customer response

  05/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  This concerns Support ID #******* on https://mtgarena-support.wizards.com/hc/en-us/requests/2478757?page=1. My claim is that Wizards of the Coast is intentionally misleading customers with false advertising and failing to disclose necessary information appropriately (specifically, you don't know what you bought is useless until you can't return it anymore). In the last few months, I tried to get back into Magic the Gathering by purchasing all the Arena starter kits I could find on Amazon. I wanted to get started playing online with decks that were already complete (which is the point of the kit), but all of the *** Arena codes except for 2 starter kits were expired, which isn't clear until you open the package and thus cannot return it anymore (Complaint 1).The 2 starter kits with codes that worked were both Magic: The Gathering 2021 Arena Starter Kits. The boxes looked different and had different face cards, but they turned out to be exactly the same decks. There was no clear way to determine you were buying the same product twice until you opened them (Complaint 2).On Friday 4/22/2022, I attended a pre-release event where I purchased 6 pre-release kits primarily because each comes with an Arena code to redeem 6 booster packs. The first code worked, but the rest said the code has already been redeemed. I reached out to support and they informed me that there's a limit to 1 code per account per product. This is not stated anywhere on the packaging, the product listing, or even the card with the code (that is, it doesn't specify "per product"). Also, the products were not identical, they were different pre-release kits (except one duplicate). And remember complaint 2 above? The code for both of those kits worked and they were literally the exact same product (Complaint 3).I'm reaching out to BBB first before taking legal action because I want them to stop these deceptive practices whereas litigation would likely focus on damages.

  Business response

  04/27/2022

   

  We're sorry that ************** had a bad experience with our product. Wizards takes great care to print any limitations to the Magic: The Gathering Arena code cards - we clearly state how many may be redeemed per Arena account, as this is required by law.

   

  Customer response

  04/27/2022

   
  Complaint: 17103248
  
  I am rejecting this response because: None of my complaints have been addressed and the response to Complaint 3 is misleading. The first two images show what the codes look like for the starter kits (Complaints 1 and 2). You will notice that they specifically say the code can be redeemed twice, but only once per account. This is accurate. The last two images are codes from the Pre-Release, which say "limit one code per account." It does not say anything about limiting it to one product. The fine print refers to the code itself and each of the 6 Pre-Release kits have a different code, but I was only able to redeem one. Furthermore, this fine print is only on the card with the code, which is inside the box. You can't see it until it's too late to return. And as mentioned in my complaint, you also can't see when the code expires until it's too late to return. This ties back into my other complaints about the company's deceptive practices. But I would like to thank the company for confirming that this is a legal matter as well as an ethical issue.
  
  Sincerely,
  
  ***************************

  Business response

  05/01/2022

  Wizards stands by its actions and has been fully compliant in regards to notifications. 

  Customer response

  05/04/2022

   
  Complaint: 17103248
  
  I am rejecting this response because:Who is this response from? What notifications have they been compliant with?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi am sorry i have to resort in trying to contact you guys because am at the end of my rope. let me explain what is my issue first about the game. I logged on one day and a lot of cards where missing in my collection when i noticed this i knew i must have been hacked or something, so i quickly submitted an email thru their support webpage and its been over 2 months, after the first month i send another, 2 weeks after that i sent another, i even tried to call the head office in the states ( I live in canada ) to try to get some help even a phone call, email, text whatever just to hear a voice. All i got was a secruity guard who anwered the phone at the front desk, I also left a voice message to the few people that was working on that day and i didnt get reponse from them either, this got me so fustrated that a company which i spent Hundreds of dollars, years of playing and had a subscription with them for 10 years is not answering my plea for help. Am I wrong to ask for some reponse at least. That is what really ticked me off, on the support website it shows me that all the tickets I submitted to them said it was solved, but it wasnt not even close, they didnt even tell me what they did to fix it , or find, or at least tell me something what happened. I currently have another Ticket submitted and its still shows opened ( Its been another month of wait) total amount of time waiting for some help is 3 months. Please can anyone in your department help me out and get in contact Wizard of the Coast or Magic the Gather Online game. anything please, every lit bit would help me out. Just in case you need to know my user name in MTGO is leofalletta1 .Can you also please let me know you gotten this email and send an email back to me that you did, thank you so much if you can.

  Business response

  03/16/2022

  Unfortunately, this customer has been the victim of a bad actor gaining access to his account. Wizards is currently investigating the incident, but the sheer number of people involved has delayed our response to this customer - our apologies for the delay.

  Wizards Digital Security team reached out to the customer on February 23, 2022 but he must not have seen it.

  Wizards Digital Security has reached out to him today as a follow-up.

   

• Initial Complaint

  02/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company in question operates an online game. The accounts on this game store digital cards that are purchased and hold in game value. At the end of January I was playing Magic the Gathering Online and was in game when my account was logged out. I logged back in and was returned to my game only to be immediately logged out again. When I attempted to log in again I received a message saying my login information was incorrect. Being that I knew my login information just moments before it is somewhat obvious that I didn't forget that info. It was clear to me that my login password was changed and my account was potentially compromised. I immediately reached out to their support through the only option available at that hour which was email. The first opportunity I had to reach out to their online chat I did as well. Their chat told me that they can't help me and I have to go through the email process. Several weeks have passed and I haven't received any response. When I log into their support site I no longer even see the support ticket. At this point I feel like I have suffered financial damages and have no way to communicate with this company to even attempt to resolve.

  Business response

  03/01/2022

  Wizards apologizes for the delay in responding to this customers troubles.

  They delay in our response was due to confusion - the customer service tickets were created under a different email address than the Magic Online account. We were able to contact the customer today.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to get evidence from wizards of the coast about their shuffling system and how the fair play and free play values are added, and after spending about ******************************************************************** any proof to back up what they said, i want my money back because they are fraudulent about it being a free game and that their systems "work correctly" it is very easy to notice that the game is rigged towards players who pay the most and that people who try to play for free or simply can't afford to spend money on it like crazy like me who are on SSI are robbed of everything and even induced to triggers from my issues because of how everything is so blatant and obvious and they WILL not provide any evidence, any support, or any help of any kind, as far as i am concerned they make millions if not billions on this product that does not work right, along with the issues i have stated above the game constantly can't connect to the server, no matter what the computer i am using or how much RAM or how good of a video card i am using it is the same issue, or when i do when 1 or 2 games in a row i magically suffer a "freeze" that makes me instantly lose to prevent me from ever getting any of the "free bonuses" they offer, all i want is my money back!

  Business response

  02/28/2022

  Wizards is sorry that the consumer is experiencing negative feelings about our game. Wizards stands by the algorithms used in Magic: The Gathering Area - I'm unclear what "proof" the consumer believes we would be able to provide him. 

  Magic: The Gathering Arena is a free-to-play game with in-game purchases available. At no time is any consumer required to spend money in-game.

  Customer response

  02/28/2022

   
  Complaint: 16781255
  
  I am rejecting this response because: 1 you have not proven your algorithms work, and that is blatantly obvious to anyone who PLAYS THE ***** and 2. YES you do have to spend money to do anything on the game, otherwise do you have incentives on spending money on the game? it is free to play, but not free to enjoy or win, you have to spend money and lots of it to do anything on the game, and for anyone on low income like myself it is a blatant slap in the face of a "free game" that is why i want my money back and i will NEVER accept anything less then what i paid to your FRAUD game, it is not FREE, you have to pay to get ANYTHING worthwhile or be able to compete and you know that is a fact, also if your so called algorithms work so well and are so correct, how come you never showed, told, emailed, anything except having to take your word for it, your word to me means about as much as Putins word means to the world, NOTHING, your algorithms do not work, it is blatant, and the odds of me getting the 4 cards i build my deck around in a 60 card deck and i see the card once out of 15 games? yeah keep telling yourself that your stuff works right when you know it doesn't and you are caught being dishonest to me, many other customers and now the BBB can see it, you don't care about anything but your bottom dollar and don't care who you upset, s**** or pull one over on and that is why i will not accept anything other then what i told the BBB, you can deal with them as far as i am concerned Wizards of the Coast no longer exists and i will protest anywhere i see anyone playing it and why they shouldn't play
  
  Sincerely,
  
  *********************************

  Business response

  03/07/2022

  Wizards is dismayed that the customer feels that we are deliberately defrauding the public. We hope they have a better experience with our products in the future.

  Customer response

  03/08/2022

   
  Complaint: 16781255
  
  I am rejecting this response because it was not a response, and they told me to enjoy their products in the future, i will NEVER purchase anything to do with Wizards of the Coast and will make sure EVERYONE knows they are a fraud, their Arena MTG game is nothing but fraudulent and they know that why they will not prove anything and why i will not stop fighting until i get what i deserve back FROM A COMPANY THAT FLAT OUT ADMITS IT IS A FRAUD BY LAUGHING AT A CUSTOMER WHO ASKED FOR REAL EVIDENCE TO PROVE AND BACK UP WHAT THEY SAY! companies like this are exactly why the BBB was invented, to keep companies liable for what they do and MTG and Wizards of the coast do nothing but promote cheating, fraud and spending money to accumulate happiness, they should be ashamed of themself of putting the dollar over anything else and i will not EVER support a company like this and either should you!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  For the last two "seasons" I have purchased a service called "Mastery Ranks" using "gems" which is the *** Arena equivalent to real world money, with rewards totalling, as advertised, in excess of $200 value per season.I have since lost access to my account, including all collected cards, cosmetic cards, "Mastery" cosmetics, pets, avatars, and decks. No one has been able to explain my loss of access to this content that I paid for.Since I can no longer access this content, I would like a refund of $400 from the business to compensate me for my loss.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  So this all seems to have started from a missing/late order. My product was extremely late and had not been updated in almost a month. It had been shipped but had sat in an airport for a month or so. In response I contacted WOTC and they had `Scalefast` deal with it, however they were slow to respond to my initial message. So I contacted my bank regarding the missing item and they took steps, they initiated a hold and reached out to the company. When the `scalefast` responded they said `said sorry and we cant do anything`, I said i could contact my bank if they could just sort it out. They simply repeated `said sorry and we cant do anything` and proceeded to ignore me.Fast-forward, I had another order with them. I had placed it around the previous incident, I asked where is it and had it been shipped. They said your order has been cancelled and since it was a limited run item they couldn't do anything. I asked what had happen and they answered with a vague `I dont know, not my department`, so naturally I kept pressing then finally the woman, *******, responds detailing the before incident but avoids key points and accuses me of fraud, which amounts to slander.

*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. ↩