ComplaintsforCastleMania Games, LLC

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed a pre-order for a "MiSTer FPGA" electronics kit from CastleMania on February 25th, 2024. My order was for $617.99 USD and my card was charged at order time, and I did receive an order confirmation email, but after months and months have received no product, only broken promises and radio silence of when I'll receive it. ** I just want a refund but cannot even get that. **The first word I hear on the order is a March 30th update email, saying that ETA for orders is "the week of (April) 8th, if not the following". On April 28th I reached out to their support email asking for an update, no response.On June 11th I found their active ******* profile, where many other users were complaining about silence on status updates. They said "Plan is to ship early next week and will be sending out an email update to customers this week." No email update was ever sent.On June 26th and July 14th I reached out on ******* again, but no response.On July 29th at this point I wanted to cancel my order. I sent in a support ticket requesting a refund. The email said my request would receive a response "usually within 72 hours". No response was received.On July 29th, August 5th, and August 7th I called their customer support number but only received an answering machine message. The message mentioned to only call during business hours, as I had. I left a message but have never received a call back.I want to note that components of my order are still for sale on their website, advertised as "Estimated to ship February 2024" ****************************************************************************************** .

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction: 05/01/2024 Amount Paid: $352.99 Company Name: Rondo Products a.k.a. Castlemania Games Website where products were purchased: ************************************************************* ************************** Ordered custom made ******** Game cube Shells and parts. Some area had showed pre-order. I had reached out several times via email and through the website support ticket and have never once heard anything back on when these items will be produced or any expected shipping dates. I really wanted an update on the products, but they have failed to provide any response back for almost 2 months after payment.

  Business response

  06/27/2024

  Hello. 

  We apologize that you feel left out of the loop on your order. 
  Rondo has been sending out periodic updates on the status ot this product and you should have received those. 

  We cannot give more specific information on these than is contained in the email updates.

  We have contacted ***** on your behalf and can confirm they have cancelled and have refunded your order. 

   

  Thank you, 

  *************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a product return with this company and followed their RMA procedures. They received my return on 5/13/24 via **** I filed a customer service support ticket on 5/22/24 since I had not heard anything from the company nor had I received my refund for the returned merchandise. As of 6/4/24, the company has not refunded me nor have they returned any messages or responded in any way to me despite checking in with them three times since filing the support ticket.

  Business response

  06/28/2024

  Hello ****, 

  We contacted Rondo Products on your behalf and have confirmed with them that the refund has been issued. 

  We apologize for the inconvenience and for the frustration. 

  Thank you,

  CMRyan

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order with CastleMania Entertainment on 1/21/2024, order #CE1808, in the amount of $652.99 charged to my credit card in full at the time of purchase. This item was supposed to ship in February. I submitted a ticket with the company on 1/24/2024 to clarify some questions I had about my order. I received an automatic email response from the business stating I would get a response in about 24 hours. No communication, a week or two later I attempted multiple calls to their business line ************** during their normal business hours, M-F, 9-3 pacific time. I left vm's with my contact number requesting follow up, no communication. On 2/29/2024 I sent a follow up communication ticket to request status of my previous questions submitted on 1/24/2024, no answer. I submitted a new communication ticket on 3/7/2024 requesting order status and estimated ship date, no communication. 4 days later I submitted a follow up query to request an update, I finally got a response with what appeared to be another automatic reply. From the company "We appreciate you reaching out and would like to acknowledge that we have received your request. A support team representative will be reviewing your request and will send you a personal response shortly (usually within 24 hours)." It's been over 8 days and still no reply. Finally on 3/14/2024 I submitted a ticket to cancel my order. It's been over 24 hours and no reply. At this point I'd like to resolve this by getting my order canceled and having my credit card refunded.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On May 18, 2023 I placed a pre-order for a game set called Hammerin' ***** - Concrete Collection for $114.46, Order #: C100987. Shipment started on February 16, 2024 and says it was delivered on February 22, 2024. However I did not receive the package and I put in a helpdesk ticket with Castlemania Games on February 23, 2024. As of March 8, *********************************************************************************************************** the impression they haven't done anything to help me with this issue..Looking at the tracking #: ********************** it says it was delivered in ******* ********, *****. I don't have an address in that area and my actual address is in *************** ********, *****. I contacted my local **** and they explained that tracking number was for someone under a different name. This tells me Castlemania games shipped the same product to someone else but they used the tracking # on my order causing them to skip over shipping out mine entirely.As mentioned I have never heard back from Castlemania games and I tried to call them on Saturday March 2, 2024 and said they are open 9 AM - 3 PM Mon.-Fri. I called back today on March 8, 2024 multiple times during business hours and it instantly goes to voice mail every time. I don't have any other option of getting ahold of them about this issue other then here.I'm requesting a full refund on this order and don't care if they have one available for me because I will take business somewhere else with this being my second BBB complaint against them.

  Business response

  03/19/2024

  Hello Devin, 

  We apologize for the oversite on our side and have refunded you per your request. 

   

  Thank you,

  CMRyan

  Customer response

  03/22/2024

   
  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,
  
  ***********************

  Customer response

  03/31/2024

  As of today the company still has not refunded me despite them saying they would in their response. I've checked my bank everyday since their response and I've never seen a refund go through.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an open preorder with CastleMania Games, LLC. on July 2, 2023 @ 9:27 AM PT (Order #C103612: total $156.21) for Sol-Deace Collector's Edition and El Viento Collector's Edition, and an in-stock order for a Retro Fighters JAB Nes Controller. I received the controller on August 15, 2023, however, even though the preorders were yet to ship (Estimated to ship Quarter 1 of 2024) the company, updated my full order as being fulfilled, attached tracking to all three items, and sent me a confirmation email stating this as confirmation for their records.On 10/05/2023, I created a support ticket with CastleMania Games to update my address when I found that my order was no longer showing on the castlemaniaentertainment.com main website, and that they were migrating their website to Rondo Products, and their *** states that my order history would be transferred to the new website which was not the case and I had to migrate back to the *** to use a third website/hosting that showed my old order, still showing fulfilled with tracking attached to the preorders and the one delivered item.I began emailing ********************************** on 10/05/2023, which went on with multiple emails and requests for updates, unanswered phone calls to the store during business hours, until I was finally able to reach **** directly via phone in mid November, who promised an email confirmirmation of the address update, which he never did.I received many auto replies in Jan from my original ticket, and group email updates in late Dec 2023 confirming that the games would ship early Jan, then another early Feb as a final ship. I again created a support ticket on Feb ********************************************************* update, and I called the store with no one answering or returning calls.Where is my product, or its status, or its tracking #? Why does the company website show that my order was fulfilled back in Aug 2023, with tracking attached to preorders that Ive never received?

  Customer response

  04/17/2024

   
  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

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed order ORDER #C96968 for **** ADVANCE GBA CONSOLIZER 1 on 02-21-2023. I received a partial order with 3 of the 4 items on Jun 14, 2023, but not the **** kit. Reached out on Sep 9, 2023 for an update and was told the pre-order status would be updated shortly.CastleMania tweeted on Sep 14, 2023, *************************************************************************, about order's shipping soon. Never received an email to elect case color, nor did the CastleMania Entertainment respond to a request on status. I have emailed repeatedly and submitted multiple tickets since September 2023, and have not received any shipping notification, response, nor a refund.

  Customer response

  04/16/2024

   
  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

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On April 28, 2023, I purchased a gcomp Automatic 8:2 Component Switch from Castlemania. The purchase was a pre-order, with the expectation that it would ship to me later in the year. Castlemania makes their pre-order status available via a webpage, which is sporadically updated throughout the year, but I was comfortable waiting several months for the item to ship. It finally did ship to me in early December, 2023. Unfortunately, what I received on December 19, was only _part_ of the order. The item arrived unassembled and did not include the case that the switch is mounted to. This renders the switch largely unusable. This was disappointing given the 8 month wait, but not a huge issue, assuming they mail me the case. I contacted the company about this issue on December 19 (the day the incomplete item arrived) which resulted in customer support ticket #******. Given that this was right before the holidays, I waited patiently to hear back and have the issue addressed, but there was no response at all. On January 4, 2024, I did some Google'ing about the business and found posts on Reddit where others were having similar issues getting responses from the company and suggested contacting them via ******** so I contacted them via that service. I also followed-up on January 5, by leaving another comment on support ticket #****** asking if there were any updates. On January 5, I also opened a new support ticket (#******) outlining the issue, referencing the earlier one, and stating that I'd initiate a chargeback if there was no response by January 12. On January 8, they replied to my tweet, apologizing and stating that the missing parts were "going out today!" So, I waited. No responses at all on either ticket, until January 16 where they left an automated response telling me to reply with "closeticket" if my issue had been addressed. The item had still not arrived by January 30, leading me to assume that they had not, in fact, sent it. On January 30, 2024, I initiated a chargeback.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Placed and order for two controllers (Order #CE1140). The controllers shipped however it appears they were mislabeled by Castlemania and were returned to the sender, Castlemania Games, without a delivery attempt. I reached out to Castlemania immediately and received no response. I have since reached out to Castlemania no less than 8 times through their online forms, their email and via phone. There is never anything but an automated response. It has now been several months with no contact, no reshipment, and no refund.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered two products (order #RP5344) that were in-stock, and in a month they have not sent them out. Instead, both items are shown to be out of stock, and they have never communicated with me.Order was placed on December 16, 2023. Cost was $42.98. I have emailed, called, and messaged on ******* with no reply.At this point, given they have failed to give me any sort of information or my product in a month, I would simply like a refund of all outstanding orders I have ($42.98 for #RP5344 which is the problem order, and $302.99 for #RP5340 which I have lost all faith in their ability to deliver)

  Customer response

  04/16/2024

   
  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,
  
  *************************

*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. ↩