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Business Profile

Video Game Services

Lukie Games, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 2 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:05/04/2023

    Type:Delivery 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.
     
    Better Business Bureau:
    This company is extremely helpful and professional. I had just reached them on a busy day and a simple error was corrected immediately . Therefore , 
    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *******************

    Business Response

    Date: 05/08/2023

    We spoke with the customer **** by phone shortly after the complaint was filed and resolved the issue.  The order was processed the day after it was placed, however there was initially an issue when the *** label was created causing it to show as cancelled. The label was reprinted with *** tracking 1Z1802AR4296099727 and this was provided to customer, and is currently scheduled for delivery on 5/10/23.

    We apologize for any confusion the label issue caused. As a small business we have limited the hours we offer phone support but still respond to emails 7 days per week, generally within 24 hours or less. Most issues can easily be resolved through email.  If there is anything else we can assist the customer with we ask that they reach out by email.

  • Initial Complaint

    Date:05/02/2023

    Type:Product 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.
    Bought a item from them by mistake on **** thanks to my kid having my phone. Sad thing is I did put the item in my cart just to save them as a seller and go back and buy some stuff. *** had phone and clicked and bought a couple things. I noticed two minutes later and messaged all three people she bought from and recvd proper cancelations within minutes. This place marks item as shipped at 3 oclock in the morning and tells me they wont refund. So I had to cancel with my bank. Just a ton of steps I should not have had to taken and any company that cares about customer service wouldnt make you take.

    Business Response

    Date: 05/02/2023

    Customer placed an order through **** after normal business hours on 5/1/23. His order was packed at 7:19 AM (EDT) today 5/2/23.  Our customer service department does not open until 9 AM. When our rep got to his message requesting to cancel the order had already been packed and shipped. We stated to contact ** once the received the item to return and we would then refund the $7.42 payment.

    The customer proceed to get agitated and argumentative and then left spam messages over our multiple social media pages. After management review we have issued an immediate refund as a one time courtesy, asking that the customer **** the package return to sender once received. The **** Refund ID is **********.

  • Initial Complaint

    Date:03/03/2023

    Type:Service or Repair 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.
     
    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,

    *****************************

    Business Response

    Date: 03/07/2023

    I'm very sorry you had a negative experience with your purchase.  I have reviewed the order and the tracking we provided **** Surepost 1Z1802ARYW91657583) shows the post office made the delivery on 3/2/23.  Based on your email communications with our team it seems it may have been mis-delivered or taken after delivery.  We will be pursuing a claim with the shipper, and a refund was issued on 3/4/23 back to the original payment method.

  • Initial Complaint

    Date:08/14/2022

    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.
     
    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,

    ************************* I was talking about when I do know that the word "complete" to a collector (any collector) means all the items are in the case that came with it (except maybe the ads). I asked to return the 2 games if those digital white inserts were not able to be sent to me and I didn't receive a response. If a return or exchange is accepted, I want Lukie to pay the shipping cost and if a refund is presented, I want the full amount for both games and not be assessed a restocking fee or some other charge. I just began shopping with Lukie this summer and I thought they were better with customer service than this. If the ********************** are "complete" they need to define what "complete" means. I look forward to settling this issue and possibly resuming business in the future if the situation can be resolved.

    Business Response

    Date: 09/09/2022

    Complaint was resolved with customer.  Prepaid return postage was provided on 8/14/22 and once received a refund was issued on 8/20/22. 

Lukie Games, Inc. is BBB Accredited.

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