We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Video Game Manufacturers

Bandai Namco Entertainment

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Manufacturers.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 12 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/30/2022

    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.
    I made a preorder purchase upon receiving the item it came damaged, opened and i reached out have been told **** days and to be patient and it has been over 30 days. The team refuses to help or provide any more information. Even supervisors just state to be patient and will not provide any estimate times.

  • Initial Complaint

    Date:11/28/2022

    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.
    order placed march 8th 2022. item never arrived. tracking at the time showed the item was sent back to them. over 7 months of emails from them saying they have excluded the issue and that department has still been unable to resolve the issue. would like a refund at this point.

  • Initial Complaint

    Date:11/09/2022

    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.
    Order #****** I placed this order for a game called Dragon Ball the Breakers special edition. It was advertised that the game would come with a steelbook if ordered through the site. I placed the order and when it was received, I realized they had sent a steelbook for a PS4/5 or Xbox game, as the case was made for a disc. I bought the game on ******** Switch, which does not use discs. I contacted Bandai about this matter. They advised me there are no Switch steelbooks. This is not listed anywhere on the website, I have taken screenshots as proof. I have asked for either a discount due to the discrepancy or to initiate the return process. for over three weeks, I have been asking for an update and am only told to be patient. I have asked to escalate the matter and they have refused to. I have now advised them I do not want the product at all due to the poor customer service. I have now been told I cannot return the item because my issue is being handled by a different department, who they will not provide me contact information to. The game has been out almost a month and I have not been able to play it as I have kept everything sealed until this issue is resolved. At this time, I would like them to initiate the return and have them set up the pick up for the product or a full refund and allow me to keep the products. I would like to mention as well that as of today, they are putting another product online called Tales of Symphonia and it appears to have the same language, not mentioning if the steelbook will actually work for the game purchased. This appears to be a common tactic of Bandai to lure people into spending more money. They have also yet to answer my via social media either.

  • Initial Complaint

    Date:11/07/2022

    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.
    Order ******; Received defective item 9/7/2022.I have sent at least a dozen emails to Bandai Namco Entertainment regarding my request for a refund or replacement, and have been stonewalled by their customer service. An RMA number has not been given either. It has been more than 60 days since I received the defective item. I have even asked to contact a manager. They refused to provide any managers' contact information or any further details, other than my ticket is on hold pending review.

  • Initial Complaint

    Date:11/03/2022

    Type:Order 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 purchased collectible video game goods from this company. expensive items that should be shipped in a box to insure safe delivery. especially when spending $12+ on shipping. instead, they ship in a paper bag, and my items are damaged. i kindly asked for a replacement to be send in a box, and they will not help me solve the issue.

  • Initial Complaint

    Date:10/07/2022

    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.
    I purchased a limited edition ***** ring collectors edition box set of vinyl records. They arrived damaged. The records were shipped in a cardboard mailer with no protection from damage of any kind. This box set had duplicate disks reported by many different people.I am unable to contact customer support in any way. Their submit a ticket for support is broken and flashes in an endless loop asking to log in. I would like a replacement sent to me, with appropriate packing materials and no damage. If there are none left to ship me I would like a refund for my trouble with this company. This was a $190 purchase

  • Initial Complaint

    Date:09/21/2022

    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.
    I purchased in there app for pac-man, to remove adds. However, after they updated there app, it shows me adds anyway. I tried to restore my purchase, but the app says a never bought it. I still have the receipt of my purchase. I want a refund or access to the game with out adds.

  • Initial Complaint

    Date:09/09/2022

    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.
    Order date: 3/14/2022 Paid $132.97 Ordered 2 copies of Dot hack last recode for *********************** only sent one copy of the game.Reached out to the company 20+ times, every response says they are still looking it. With no results. A shipping label was created april 1, never delivered to carrier.Order number ***** Tracking 1ZEA59530377931218

  • Initial Complaint

    Date:08/05/2022

    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 Bought their game black clover on steam but it didnt work and bandai refused to help so i want my money refunded and maybe a apology

  • Initial Complaint

    Date:07/31/2022

    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.
    I purchased a collectors edition of ***** Ring from the Bandai Namco store on Thursday, March 10, 6:45 PM for $209.98. A month passes, the item has not been delivered and I've received no update. I contact customer service and say my item has not arrived. They say they will look into it. 3 days later the item arrives, so naturally I was excited that there was a quick resolution. That excitement faded the moment I opened the item and saw that the collectors edition statue of ******* had piece of her helmet broken off and taped to the inside of the box. This was clearly an item that was returned by someone else and then put back into circulation to be sold again.Obviously, I immediately contacted Bandai Namco telling them what had happened in hopes of returning the item and receiving a replacement. It's going on 4 months now that I've been emailing back and forth with customer service as they continue to tell me that they appreciate my patience as they process a RETURN ****************** crews have finished 2 highway expansions near my house in the time it has taken Bandai Namco to NOT process a return label for the broken item they sent me. I've tried resolving this with them for far too long so now outside entities need to get involved.

Bandai Namco Entertainment is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.