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Business Profile

Video Game Dealers

Arcade Time Machine

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Dealers.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:25/07/2024

    Type:Product 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.
    Contacted company in Oct 2023, ordered 4 machines. They gave me a 10 week delivery quote. I was asked to pay for 1/2 order before they could get me in the que. Gave him credit card over phone. Never heard from him again. After several attempts he finally responded by sending me another bill! To date I still have never received the arcade games I paid for or the requested refund.I see several complaints like mine on ****** for this company recently.

  • Initial Complaint

    Date:24/10/2022

    Type:Service or Repair 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.
    purchased full cost on January 26, 2022
    April 14 - I requested delivery for May 9, 2022- replied not ready
    April 20- requested update on delivery- saying on schedule
    May 12- messaged saying they were not yet delivered- saying parts outstanding
    May 13- machines just being built
    May 19- no date available yet
    June 21- required more money to ship- as paid in full nothing we could do as they were being held
    June 30- received onsite- incredibly poorly manufactured and programming did not work
    July 12- no response emailed again- said arranging tech
    July 25- said would fix in September
    August 4- system failed - no response on how to fix
    Sept 14- no service date- sent email, responded looking into it
    Sept 27- said would be there Oct 10 or 11, we responded with the 11th as 10th was a stat
    Oct 6- f/up to confirm service call on the 11th
    Oct 11th- said missed due to scheduling- requested new date, replied the 13th or the 15th could work, onsite staff confirmed both dates, no response
    Oct 17- sent an email regarding my complete frustration, responded with an apology and then they would schedule another appointment
    Oct 18- sent request to book with site
    Oct 20- no f/up with site, sent email saying was going to leave reviews
    *** *** ****** ***** * * ******** ***** ***** **** *** ******* ** ***** **** * ***** **** * **** ** ****** **** ******* **** ******* *** ********** *** * ***** ******** ******************************** *** **** ****** ******* *** ******** ****** ******************************************** 

    Business Response

    Date: 24/10/2022

    As per our last email 6 days ago:

     

    Dear *****,

    I agree that this is completely unacceptable behaviour, this constant lack of communication and missed service calls between my customers ultimately falls on my shoulders and I, as the owner and founder of Arcade Time Machine am very embarrassed. I take full responsibility, this has been an ongoing issue within my company for far too long and I am taking new measures to make sure this doesn't happen any longer.

    Myself and my investors take this company extremely seriously and it's unfortunate that some of my team members don't have the same passion, vision or plan for the future of Arcade Time Machine.

    I am extremely sorry for any misrepresentation of my company that my staff has continued to do. This does not represent the quality, craftsmanship and customer service that I have maintained over the last 12 years of business in the arcade manufacturing business.

    I can reassure you that I will have a technician headed over to fix the machines this week and make you a happy customer like intended.

    I hope after you read this email you can sympathise with me, we can work this out - professionally and in a timely manor as I am unfortunately in no financially position to be able to take the machines back.

    Thank you for taking the time to read this and I will reach out to you ASAP to set up a new service date.

Arcade Time Machine is NOT a BBB Accredited Business.

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