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Business Profile

Online Gaming

Integral Reality Labs, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Complaints

Customer Complaints Summary

  • 6 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:07/23/2024

    Type:Sales and Advertising 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.
    This business offers 3d printed models of starships. They had a sale back that ended end of October 2023 because they were ending their partnership with Star Trek Online. I received an email on July 10th telling me they are ending production and issuing refunds. I have not received my refund yet. Their website is essentially shut down, can no longer log into it and their email address doesnt work anymore. Clearly they ran with everyones money. I am seeking a refund of my orders since they did not fulfill them.

  • Initial Complaint

    Date:06/06/2024

    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.
    Order placed with Integral Reality for 3D printed items (licensed ships based on the game Star Trek Online) back in October 2023. Invoice #Dko5uIbTt2Z1PuLWA. Charge for $68.91 cleared my bank on 10/31/23. Was told the order would take 4-6 weeks. Did not receive any contact from company until February, after multiple attempts to reach them starting in January 2024.Was told the company would be shutting down printing by May 2024, and afterwards refunds would be provided for orders not fulfilled by the cut off date.It is now June. No product has been delivered, no refunds issued, and no response to any further emails sent to their available contact emails.

  • Initial Complaint

    Date:05/25/2024

    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.
    Failed to deliver online merchandise. Company does not respond to inquiries. Company made false promises that if merchandise wasn't delivered in April that a refund would be issued in May.

  • Initial Complaint

    Date:04/22/2024

    Type:Sales and Advertising 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.
    Company ended their partnership with Star Trek online October 2023 but offered to take orders up till October 31st 2023, I did my orders they gave no production deadline now they decided that their deadline would be April 30th 2024 anyone who hasnt had their orders shipped will have their orders canceled and refunded I dont want a refund I want my order as there was no deadline given at time of order Theres nothing on their fb page or website of going out of business or bankruptcy Im seeing posts of printing other star trek products and other licenses so why cant they forfill our orders But we want our orders we been waiting since October its April now we dont want a refund we want what we ordered

  • Initial Complaint

    Date:04/19/2024

    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 22 orders for 3d printing services to provide model ship products based on the Star Trek brand to be delivered to my residence. In November 2023, the company IRL reached out to ask me to make revisions to 3d models since some were non-printable. After complying with their request, I asked for updates on the printing orders and they became non-responsive to my email attempts. When I called their phone number listed ************** and it would not connect or ring. At the end of March 2024, the IRL customer service rep ******** ********************* informed me that the company has laid off all the customer service ********s and that it was his last day of employment. He informed me that the company is still printing but also will be shutting down soon. I emailed ********************************** and requested an update for my 22 orders and received no response. I emailed again in April 2024, and received a automated response that they will refund customers for orders not fulfilled and that someone will reach out to me. No one has contacted me from the company. I noticed on their ******** page that there are many angry customers with orders unfulfilled with similar emails from IRL received and promising refunds. So far the company has not printed any of my orders and ghosted me. They claim it was due to logistical reasons. My orders are below:JBp0TG0sEPyTJDy2r - $26.14 XDVuABnU9PbyQlNQf - $686.34 Yu1Y7vj3hURs2fj4U - $250.72 tppHShmTVnLwQzsjK - $306.68 mr3afQsNqsQqpFXKh - $2285.65 FM1pVFDxmkkfymLrG - $34.22 CRvrq1j0e4gzmTFOs - $115.97 SB9XE0s20cn5e6eCK - $899.86 Lcwwjw27N3QGVQjPW - $323.59 4XW0AO4vPR7PNWTBr - $204.04 EuHt0amlRpgbJSTCq - $7076.35 iImxLbcCYUVvWYolP - $233.71 lbf6azgpHQDRUx7FU - $9864.65 oTqt5pSn15uKJIAzk - $1970.14 CSmaVSK7Y7xSXXj0O - $4985.55 CpVao8HqbIRafH9aW - $64.21 PCZLOMc33g5BXpgVx - $160.34 T6DDeIR4LbFd0NHQc - $51.98 wex87LNqOQXHdui4u - $507.95 GMcA8jD5vHn0USl8d - $46.00 YFYriflTMYShiqhr1 - $373.07 H5mLJa6Bcv7DZsliH - $122.56 Total: $30589.72

  • Initial Complaint

    Date:03/27/2024

    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 an order for a model starship on Oct. 8th. I was told it would be 2-3 weeks. After this time passed, I emailed for a sratus and was told that there were supply ***** issues and they were swamped. I was understanding and gave them more time with the occational check. Six months later I'd had enough and asked for a refund. They stopped answering me.

Integral Reality Labs, Inc. is NOT a BBB Accredited Business.

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