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Business Profile

Video Game Supplies

CastleMania Games, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Supplies.

Complaints

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

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    Customer Complaints Summary

    • 43 total complaints in the last 3 years.
    • 9 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:01/06/2025

      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.
      I ordered a controller from *********** on Nov.4th. Still have not received it. Got tired of waiting for the product and asked for a refund over a week ago. Tried to call them, but nobody answers the phone. I want a refund from them. Please respond on my email. My email is ********************** Thank you.

      Business Response

      Date: 01/17/2025

      We apologize for the delay (from the manufacturer) on this and for missing your previous request to cancel. 

      We have issued a full refund. 

       

      Thank you,

      ** ****

    • Initial Complaint

      Date:12/23/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 pre-ordered Data East Arcade 2 and Toaplan Arcade 3 for the ******** through **************. The ship date when preordered was November 28, 2024. I have emailed Rondo Products 4 times, which has generated a customer support ticket each time, and I have not heard anything back from them. I know individuals who have ordered these games from ***** Products since November 28, 2024, and they have received them, so they are available. I've also tried to contact them through Castlemania Games on ******** and I have not heard nothing back. To recap, I have paid for products that I have not received, I have contacted Rondo Products and Castlemania games several times and have not heard anything back. Thanks.

    • Initial Complaint

      Date:12/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Hello, I made a pre-order on the website Rondo products on 11/13/2024 for an HD Retrovision. My preorder also included an adapter. On 11/24/2024 I inquired about a 3.5mm audio cable that goes with this HD Retrovision, I was notified on 11/25/2024 that they received it, I never heard from them. Another website was selling the same item but at a discount for black friday, so on 11/27/2024 I made a cancel preorder request. Both inquiries were ignored, and the item was shipped on 12/2/2024. Upon researching, I discovered that Rondo products is a sister company to Castlemania games, a company I have had to file a previous complaint against for a similar issue of not responding to customer service inquiries. So not only did I reach out to ***** once again for a refund on the order that was supposed to be canceled, I also wrote to Castlemania games LLC. To date, I have yet to hear back from either of the companies regarding the issue. Although I received a "confirmation" Email that they opened a ticket for me, their e-mail does not state what that ticket number is, and you cannot check it online.

    • Initial Complaint

      Date:11/21/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Castlemania Games continually refuses to answer any of my inquiries regarding an outstanding order from over 2 years ago. They never respond using their fresh desk system, and I know they're still open, as their site is still up and they're very active on their social media. This isn't an accident, it's intent. They actively refuse to respond to anyone, and looking online both here and on other websites, I'm clearly not alone.I will never buy from Rondo/Castlemania ever again. I continually warn others to avoid them as there's no chance they'll ever respond to you if there's an issue. This isn't even the first time, it took them over a year to respond to my initial inquiry, and now I'm on one pending 6 months. Opening new tickets doesn't help.

    • Initial Complaint

      Date:08/07/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 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

      Date:06/26/2024

      Type:Delivery 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.
      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

      Date: 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

      Date:06/04/2024

      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.
      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

      Date: 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

      Date:03/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 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

      Date:03/08/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      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

      Date: 03/19/2024

      Hello Devin, 

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

       

      Thank you,

      CMRyan

      Customer Answer

      Date: 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 Answer

      Date: 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

      Date:02/29/2024

      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 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 Answer

      Date: 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,

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

    CastleMania Games, LLC is NOT a BBB Accredited Business.

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