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Business Profile

Computer Hardware

Elgato Gaming

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 7 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:08/27/2024

    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.
    i return an item and the company has gone radio silent and has not given me a refund

  • Initial Complaint

    Date:04/10/2024

    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.
    Corsair (elgato) shipped to the wrong address after I rmad (sent back to them cuz the item was defective) all they had to do was call the shipping company which was *** and give the right address. I called n they said I'd get an email. An email saying they need to g d t ahold of logistics then completely dead silent its been over a week. I see *** is shipping back item to sender now and I'm out so far on a 350 pos

    Business Response

    Date: 05/01/2024

    Dear ******************,

    We sincerely apologize for the late response, which was due to an agent error. I see that you are being helped now on Elgato ticket number ********** - we are waiting for you to send us your PayPal email address so we can set up a return for a refund.

    Kind regards,

    Corsair Customer Care

     

  • Initial Complaint

    Date:12/28/2023

    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.
    I've ordered an Elgato Master Mount ** It was supposed to of been here saying it was delivered, and it's not. I informed Elgato about this a while ago via email, they asked if I looked around and I replied yes, but then they just stopped responding to my emails altogether. I'd like my money back at this point. My order number is E375533.

  • Initial Complaint

    Date:09/18/2023

    Type:Product 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.
    Hello, I had a elgato microphone that I had for less than a month that had warranty (it was initially purchased from amazon and couldnt be returned anymore) so I contacted elgato and they helped troubleshoot and it would not work and asked me to ship the item back to them.I used the return label that they provided me with to ship my item back and it appears that my package was lost. It has been saying "shipment on the way" since august 21, 2023 with no movement and elgato/corsair keep ignoring my emails and disregarding me completely. I shipped back my microphone to them using a return label they gave me and they won't even answer my emails or give me my product back... I am stuck with nothing and I feel like I am being dealt a very bad hand and is not fair at all.I lost my microphone and I didnt even get a replacement.. I am being ignored....

    Business Response

    Date: 09/29/2023

    ******************** contacted Elgato on August 14, 2023 via Telephone.  On that day he reported an issue with his Wave:3 microphone, and so our agent offered a replacement.  ***y asked Waleed for his shipping information.

    On August 16 he was told that he needed to send in his microphone to our warehouse, before we could send a replacement. He said that he shipped it in using the *** label that we provided.

    *** shipment was delayed on the end of *** - it did not show progress in the *** system. Each time that ****** called or wrote in, asking about his shipment to us, an agent responded.  For example, on August 29, he wrote in saying that he wanted a response, and he received one on that same day.  All during this time, our agents did not have access to his package, since it was in transit.

    Since the package seemed to be stuck in transit between ****** and the US, our agent told Waleed that we could see if a replacement could still be sent to him, even though we had not yet received his microphone.  *** standard warranty replaces the device after we receive it.

    Waleed contacted Elgato a few additional times, during the investigation process.  Ultimately, on September 21, 2023, he spoke with our Supervisor, and soon after a replacement Wave:3 microphone was sent to him, even though we never received his package.

    His replacement was sent on September 26 with the *** shipping number of 1Z149A726800554319.  We shared this information with Waleed at that time via email.

    In the end, we apologize for the inconvenience that Waleed experienced.  We did not have any control over the package after it was sent, but we were happy to help him replace it after it was clear that the package was severely delayed, or perhaps even lost (even though *** never reported it as lost).

    If Waleed needs any other help with his Wave:3 microphone, we will be happy to help him - he can call or email, and his ticket ********** is still Open.  He also has 4 Solved tickets from previous calls or contacts, made from August 13 to September 21, 2023.

     

    Customer Answer

    Date: 09/29/2023

     
    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,

    Waleed Banjaki

Elgato Gaming is NOT a BBB Accredited Business.

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