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Business Profile

Video Game Supplies

Scuf Gaming

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Supplies.

Complaints

Customer Complaints Summary

  • 68 total complaints in the last 3 years.
  • 26 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:12/19/2024

    Type:Sales and Advertising 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.
    Business is refusing to honor their listed warranty, even though their own records indicate it is within warranty. They ask questions with the specific intent to squirm away from fixing their own manufacturing defects.

    Business Response

    Date: 01/16/2025

    Hello *****, 

    We are very sorry to hear that you are having issues with your controller. 

    As mentioned via email, the seal of approval provided is attached to a Scuf Gaming order, that does not match any of your information. As outlined in our Warranty Terms, the warranty is non-transferable. We're happy to help you with an in-warranty RMA if you can confirm the information on the order, or provide us with an original proof of purchase. 
     
    Best regards,

    Scuf Gaming

  • Initial Complaint

    Date:12/13/2024

    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.
    ******* ******* date of purchase 11/27/2024 package was returned to shipper so am requesting to have my package redelivered to my residence with the option to pick up at fed ex location near me in case there are any complications with the delivery of my package. i need my package redelivered in a timely fashion because it is a christmas gift to my 12 year old child

    Business Response

    Date: 01/16/2025

    Hi Charrah,

    We are very sorry to hear that you have not received your order. We see that ***** attempted a delivery 3 times before returning the package to us. We received it back and emailed you on December 23rd, asking how you wished to proceed. Unfortunately, we have not received a response to this day. Please respond to our email so we can help you further.

    Best regards,

    Scuf Gaming 

  • Initial Complaint

    Date:12/13/2024

    Type:Sales and Advertising 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 placed an order online for a controller that was $406.07. The money was taken out of my account on 12/5/24. I never received a confirmation email saying the controller was purchased. I have tried to contact the company in multiple ways: by phone, by X, instagram DM, email, scuffs ticket system, with no response from the company. I can show $406.07 left my account but cant provide a confirmation number which is what their AI system requires.

    Business Response

    Date: 01/16/2025

    Hello ****,

    We are sorry for the inconvenience. Upon reviewing our records, we do see that we responded to your emails back in December. Your order was placed using a different email address, and the confirmation email was sent to that address. Please feel free to respond to your ticket if you need any further assistance.

    Best regards,

    Scuf Gaming 

  • Initial Complaint

    Date:12/12/2024

    Type:Service or Repair 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.
    Purchased a controller which broke at click intensive locations due to the cheap plastic materials they used. File a claimed and provided images, after they got my controller they voided my warranty and sent me a bill to fix something that should be covered by warranty and already knew about the type of damage prior to me sending them my device After investigating, it looks like this is a known issue with these controllers and is a manufacturing issue , they are lucky there is no class action lawsuit (yet). I have provided images of other users with the exact same issue as me (they are aware of this known issue, yet they refuse and void warranties)

    Business Response

    Date: 01/16/2025

    Hello *******,

    We are sorry that you're having issues with your controller. 

    Your RMA was auto-approved, because our system determined that your controller was still under warranty. However, upon inspection, we discovered that the controller had sustained significant damage. A normal use could not have cause the front part to detach from the controller. As stated via email, we did already cover the cost of the repair on this occasion only.

    Best regards,

    Scuf Gaming

  • Initial Complaint

    Date:12/09/2024

    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.
    Purchased gaming controller on 6/30/24. Contacted for refund request on 7/16 and was approved to send back and used their shipping label Email communication shows that they received the controller and it was approved for a refund but we have never received it. They contradicted their communication saying it was sent back and we did not receive this. Upon tracking, it was never sent to our address. We did everything asked and were left waiting over and over and still no resolution. I have emailed again today and they are still asking for more information- the same over and over again. I have sent all of the communication and tracking again to them today. They just responded that they issued the refund in 2022. The purchase was made 6/30/2024 so that is not possible. It's unbelievable how long this has gone on and they have everything they need for the refund.

    Business Response

    Date: 01/16/2025

    Hi ********,

    We are sorry for the inconvenience. It seems that the seal of approval you provided when creating the ***, was incorrect, which caused the confusion. However, we see that your order was refunded back in December.

    Best regards,

    Scuf Gaming

  • Initial Complaint

    Date:12/05/2024

    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.
    Order place on 08 NOV. Controller still not received. Marked by ******* as requiring signature, not relayed to customer at time of purchase. Contacted company on 16 NOV to coordinate pickup / delivery by ***** as I did not have the authority to do so as the customer. **** replied on 20 NOV asking if Id like to proceed with a schedule pickup. I replied back the same day I would like to proceed. On 21 NOV SCUF submitted my request to their ***** liaison. On 22 NOV I was still not given a pickup location so I asked SCUF to escalate my case. On 24 NOV I was reached out with a generic message saying they are experiencing long wait times for customer service, nothing personal related to my order. On 25 NOV I was provided a pickup location the controller would be sent to. On 26 NOV I was contacted that it arrived at the ***** pickup location and I had 5 days to pickup the controller. On 28 NOV l went to the provided address and my order was not present and subsequently reached out to **** and ***** asking for the location of my package and further assistance which I have not received. On 02 DEC I received another automated generic message from **** about long customer service wait times. It is now 05 DEC and I have not received a response. This has been the worst customer service I have ever received. I am demanding a full refund and action to be taken on SCUF. I have wasted my time and efforts trying to deal with these charlatans and there is zero accountability or action taken by their customer service.

    Business Response

    Date: 02/13/2025

    The customers case is resolved as he was able to pick up his order. Please let me know if there is anything else we need to do on our end to resolve this matter. 

  • Initial Complaint

    Date:12/05/2024

    Type:Service or Repair 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 was gifted a scuf prestige controller. It does not work. I do not have the receipt, but when I contacted the company, they informed me that the controller was discontinued. They refuse to refund or exchange my broken controller! The controller has not even been used & they still refuse to satisfy or stand by their products. I mean it was discontinued for a reason & now they refuse to work with it at all!

    Business Response

    Date: 01/30/2025

    Good afternoon ******, 

    We sincerely apologize for the inconvenience you've experienced. After reviewing your request, we noticed that your controller is 4 years old, and unfortunately, this model was discontinued several months ago. As a result, we're unable to offer a refund at this time.
    However, well be reaching out to you via email later today with a discount code as a gesture of goodwill for the inconvenience caused.

    Best regards, 

    Scuf Gaming 

  • Initial Complaint

    Date:12/03/2024

    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.
    Complaint Against Scuf Gaming - Request for Refund Business Name: Scuf Gaming ****************** Order Number: S64087204 Serial Number: ************** Description of the Problem:I purchased a custom Scuf controller under order number S64087204, which was delivered approximately 25 days ago. However, the controller has a defect: the ** trigger is not functioning at all.I attempted to contact Scuf Gamings customer service multiple times, but I received no meaningful response. I have also seen reports from other customers online stating that responses from Scuf Gaming often take weeks or even ********* my controller is still under the 30-day warranty period, I am requesting a full refund for this defective product. I would also appreciate clear instructions on how to return the controller.Resolution Requested: A full refund for the defective product.Thank you for addressing this matter promptly.Sincerely,***** ***** ********************** **************

    Business Response

    Date: 02/13/2025

    Hello *****,

    We truly apologize for the issues you've experienced with your controller. We see that you were fully refunded in December. If you have any additional questions or need further assistance, please don't hesitate to respond to your previous ticket.

    Best regards,

    Scuf Gaming

  • Initial Complaint

    Date:11/06/2024

    Type:Service or Repair 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 have contacted this company several times and have had hardly a single response. 1 in about 4 days, I had to cancel one order because their system had the incorrect delivery address and it couldn't be changed. I replaced the order and it somehow did the same thing. Now i cannot get them to help me, it is stuck in ******, i cannot change any of the delivery information on *****. The only thing they said was it should arrive but it literally doesn't have the correct address and they wont contact ****** they wont return to sender the package nothing. I've tried to be reasonable with them but at this point i want my money back. Please help me

    Business Response

    Date: 11/15/2024

    Hello *****, 

    We are very sorry for the inconvenience. Upon reviewing your orders, we see that all of them were promptly cancelled and fully refunded, per your requests. None of them have shipped to ****** and ************* was listed as a country for all of them. If you need any further assistance, please respond to your ticket and we'll be happy to help. 

    Best regards, 

    Scuf Gaming 

  • Initial Complaint

    Date:11/03/2024

    Type:Service or Repair 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.
    Date of transaction: November 30, 2023.Order ID: #********* I have a 1 year warranty on a controller purchased directly from their website for $210. I have since sent repetitive emails for over a week to their support team and have not received a response. As i do not foresee them answering as it is way past their time limit, this is a breach of contract. My warranty is quickly running out and i have exhausted all options in trying to reach them.

    Business Response

    Date: 11/15/2024

    Hi ****,

    We are sincerely sorry for the delayed reply, as we are currently facing a high amount of requests. However, we show that we did reply to all of your emails. You also received an automated prepaid label. Please make sure to also check your spam folder. If you have any further questions, please feel free to reopen your ticket. 

    Best regards, 

    Scuf Gaming 

Scuf Gaming is NOT a BBB Accredited Business.

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