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Business Profile

Online Gaming

Chess.com

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 7 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:10/12/2022

    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.
    Three months ago I was emailed a coupon code for a discounted membership to ********** so I took them up on it, I purchased the midline membership for *** a year retail. ************** they did not give me the discount price that I was quoted. ********* they did not upgrade my membership from the BASIC free membership either. Thirdly, what is supposed to be random, I have been assigned BLACK pieces every single match up. I have contacted them 8 different times and as a result of contacting them, I have had my account ********** I am tired of their games and at this point, I just want my money ********* They are a bunch of ***** and ****** and I will never do business with them again.

  • Initial Complaint

    Date:07/22/2022

    Type:Order 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 am a subscribing member of this website and I have never been told or informed of any wrong doing on my end. I am a paying member and am unable to access tournaments. I have rarely used the services, however when trying to enter a tournament, I found out that my account is restricted. I am demanding a full refund of my subscription services due to the restrictions of my account and am not able to fully benefit from what I have paid for. This is wrongdoing by the company and I am EXTREMELY dissatisfied with my services. I have put up with threats, accusations, and verbal abuse from other members of this website and nothing has happened to them. There is no way to reach out to chess.com services and there has been no notifications whatsoever to any wrongdoings I have committed.

    Business Response

    Date: 08/10/2022

    Business Response /* (1000, 8, 2022/08/08) */ Hello! First, my apologies for the delay! This just crossed my desk this morning. I see this was filed on 7/22. We first heard from **. ******* on that same day. We responded within 48 hours, agreeing to give a full refund and asking him for needed information to give that refund (at the time we were not aware of which account we needed to refund, and we needed to verify after we got the account that he was indeed the owner) . After several back and forth messages, we completed the authentication process within 24 hours, however, at this point, **. ******* felt that the support he got was sufficient, and asked NOT to get a refund. He was instead worried about a technical issue which was preventing him from watching specific tournament games on our site. He advises us that this issue has been resolved. I will include that correspondence hereI have redacted, and marked that redaction, where he provided us with personal information in one of his messages out of concern for his privacy. The eldest correspondence is on the bottom, and the conversation continues upward! I'm sure if you check in with **. ******* he will advise you that all is well and that we handled his issue promptly and professionally in this case. you replied Keep in touch if it happens again! Good luck in your tournaments! Customer viewed on Jul 27 @ 14:03 ********************************************************************************************************************************************************************************************************** First, an update here. I closed duplicated accounts made by you in 2021. None of them was used recently, so I think you will not mind. We do offer duplicate accounts so long as they're approved through us. Let me know if you want to open one and I can get you the duplicate account approval form. I think it's an automated abuse response, because I don't see any fair play block on tournaments. To be sure, can you let me know the error you get when you try to join a tournament? Or, if you want, I can join one as your account with our admin tool and get the error myself (although if we do end up joining the tournament I'll have to withdraw. Let me know, and we'll get you back up and playing tournaments quickly! ****** ******* replied Jul 25, 14:55 My apologies for being rude. I just wanted access to the tournaments to watch. If you look at my history, I don't understand why I was banned from tournaments. I only play 1-2 minute games and I only watch people play mostly. (REDACTED BY CHESS.COM TO PROTECT MEMBER PRIVACY) and I can't play chess much due to these issues. I don't want a refund. I just want to be able to watch the tournament games. Thats all I want. Consumer Response /* (2000, 10, 2022/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have reached a resolution.

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