Complaints

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.

• Initial Complaint

  Date:10/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 contacted scuf to send in a controller I bought for repair, and they sent me a shipping label. They emailed me and said they received it and it should take two weeks to repair, and they will email me to let me know. Its been three weeks, no word from them. I emailed them multiple times and nothing back.

  Business Response

  Date: 10/31/2024

  Hello *****

  We are sorry for the delay in repairing your controller. We see that you are currently talking to a representative about your ***. Please be assured that we'll do our best send it back to you as soon as possible.

  
  Best regards, 

  Scuf Gaming

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  They refuse to answer my return ticket which has a 30 day policy, its been 10 days since I opened said ticket and am being ignored likely to prevent me from returning it within that timeframe.

  Business Response

  Date: 10/29/2024

  Hello ****,

  We are very sorry for the delayed reply. We are currently facing a high volume of tickets but be assured that we are responding to each and every ticket with all the attention they deserve. We see that we already sent you our return information for a refund. Please let us know if you have any further questions, we'll be happy to help. 

  Best regards,

  Scuf Gaming

• Initial Complaint

  Date:10/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hey scuf team, I purchased your scuf envision controller and used it for almost 3 months then got banned on Call of Duty. I was experimenting with using keyboard buttons on the controller (as advertised) and then was randomly banned on warzone. My account was 12 years old and got perma banned after deciding to buy and use your product. I was banned 6 months ago and as the official controller company of ***, I would like you to reach out on my bahalf, a customers that has spent thousands on ********************** products, to help get my account straightened out. I have found several other players ***** banned mentioning that they were banned towards the end of season 3 of warzone after purchasing the scuf envision. Pictures of my account will be attached.

  Business Response

  Date: 10/23/2024

  Good afternoon Max,

  We are very sorry to hear that. We suggest reaching out to ********** directly for further details about the ban.

  Best regards,

  Scuf Gaming
  

  
  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22441677
  
  I am rejecting this response because: You have an ad with optic Scump (A professional cod player) and the Scuf Envision advertising the use of macros. I included screenshots of this advertisement. I was banned due to your product and iCue software. Unless you want to give me the number of a specific person at ********** to contact, I would like you to facilitate the release of my account as I cannot get ahold of anyone at ********** that does not give me an automated response. Can your company not see how hard this is on me, am I not a valued customer?
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 10/31/2024

  Hello Max,

  
  The SCUF Envision controller does allow for macros. However, simply enabling macros on the Envision controller will not by itself trigger the Call of Duty anti-cheating software as far as we can tell.  We have not received any other complaint of an Envision user being banned from Call of Duty (or by any other game) because macros were enabled, despite selling tens of thousands of the Envision controllers.   
  
  We are sorry you are having issues with your ********** account, but **** has no control over **********, your account at **********, or any decision to ban your account. **** also has no authority to reinstate your ********** account or to make ********** reinstate your account.  So, as we mentioned in our initial response, your complaint needs to be addressed to ********** rather than SCUF.   

  Best regards, 

  Scuf Gaming

  Customer Answer

  Date: 10/31/2024

   
  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,
  
  *** *******

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have reached Scuf custumer service in regard to the fees asked for the repair of a controller purchased in April of this year. I've accidently dropped it and broke a piece, I was replied that they could offer a discount on the repair. When inquiring on the discount I was informed that it was not an option. I henceforth highlighted the email in question and was replied that it was an error. This behavior is simply too easy, and cannot simply happen who knows how many people paid like me $170 for a gaming controller, dropping it from 2' while seated and been charged $99 for a simple plastic piece.

  Business Response

  Date: 08/13/2024

  Good afternoon *******,

  We sincerely apologize for your dissatisfaction with our services. As outlined on our website, our warranty does not cover accidental damages. While we cannot reduce the repair cost this time, we would be happy to offer you a discount code for a future purchase.

  Best regards, 

  Scuf Gaming

  Customer Answer

  Date: 08/13/2024

   
  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. 
  

  How will I be provided the discount on future purchase?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On July 7th I asked for a repair request from Scuf. They sent me back a return label, where I then packed up my item and shipped it to them. They ended up denying a repair, and as such I asked for my item back as I will find another way to repair the item.They have sent me a tracking label on July 11th saying they will send it back to me. The tracking label they gave me(1ZW701150372126403) was never updated, and to this day says **** is awaiting package".I have asked them updates week after week with no response from them. One time they responded saying check in a few days, but since then I have heard nothing back, and I still do not have my item.They have effectively stolen the item from me and have gone radio silent on all subsequent requests for updates.I feel like I am lost and cant fight back against a large gaming company and at this point I want to be compensated for my time and cost of the item. The item costed me $190.

  Business Response

  Date: 07/31/2024

  Hello *******,

  Our records show that the *** you created was for a refund, not a repair. Your controller was purchased in February on Amazon, not our website, and was outside of our return policy. Therefore, we couldn't process a refund. We never denied a repair request as it was never requested. When we informed you about the refund issue, you requested the controller back, which was returned to you on July 11th.

  We have responded to all your emails and informed you about our internal investigation. We appreciate your patience and will update you as soon as possible.

  Best regards, 
  Scuf Gaming 

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22069257
  
  I am rejecting this response because: I agree with everything the business has said, except for the last part. They did not ship my item back to me, and also they do not have proof they ever shipped it. I have the tracking code they sent me when I asked for my item back. As you can see in the screenshot titled "shipmentEmail", I got a tracking number when they agreed to send it back to me. If you go to my next attachment labeled "UPS1", you can see that as of today "7/31/24", I am yet to receive it, or even have the tracking update with an ETA. I want to re iterate that I do not have my item back, and as far as I am concerned I do not see any proof that **** has sent it back to me.
  
  Direct Link to the tracking on UPS: ****************************************************************************************************************************************************************************************************************************

  I am asking for a refund not because of a broken item, but because they have not given me back my item, and have not responded to my emails asking for an update to the tracking number provided by them. This lack of response you can see in my previous attachment going through my email history.

  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/01/2024

  Hello *******, 

  We will absolutely provide you with the proof of shipment today. Unfortunately, it happens that *** does not scan packages when the driver picks them up. As previously mentioned, we are unable to refund an Amazon purchase. Please be assured that we'll get back to you as soon as possible with a resolution. 

  Best regards, 

  Scuf Gaming 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22069257
  
  I am rejecting this response because: I am yet to see any proof that the item was delivered from ****'s end. I do not have the package and I see no proof on their end that it was delivered. At this point we are at an "he said, she said" situation and can only rely on factual information such as a tracking status provided by their own email. At this point I am not sure what else there is to do other than wait for proof of the tracking number update with "delivered" to my address. Other than that, this is going to be a back and forth of "I say and they say".

  To resolve this, I am asking for the original tracking to show that it was delivered, and not just Scuf's vague assurance via a text message that it was.

  Other than this, I do not see a way forward for them to prove I received an item I never got in the first place. I request the value of the controler be paid out to me or a new one shipped to me.

  Link again to the *** tracking that Scuf themselves sent to me: ****************************************************************************************************************************************************************************************************************************

  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/06/2024

  Hello *******,

  We are actively answering all of your emails via our Customer Support platform, and we see that an agent is closely working with you on this case. Please respond to our emails if you have any further questions. 

  Best regards, 

  Scuf Gamming 

  Customer Answer

  Date: 08/12/2024

   
  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,
  
  ***********************************

• Initial Complaint

  Date:06/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 submitted an order for a gift card as a birthday gift. When you select gift card it asks you to input the email of the lucky gamer as I proceeded to check out, I got an email that said my order would be delivered by June 25, 2024. I emailed the support team to let me know once the gift card has been delivered since I know the intended recipient tends to be a little forgetful. I received a reply within hours informing me that my order was going through processing and that the gift card would be delivered to me the purchaser rather than the intended recipient. Dont under why I had to disclose the email of my friend if they had no intention of using it. Im semi worried they captured his information without my consent for marketing purposes.Once June 25 arrived, I had not heard back from the company all day, so I sent a follow up requesting to know where my product was as it was already the day set for deliver. I did not receive a reply as quickly as I did before. Now its 10pm on June 25 and my order still shows processing. This company has failed to deliver my purchase within the specified delivery timeframe. This was meant to be a birthday gift and now Im starting to worry if this is how its like for just a gift card how long is it going to take for them to actually deliver the actual product when its ordered?

  Business Response

  Date: 07/05/2024

  Good morning ********,

  We are very sorry to hear that you had issues with your order and would like to assure you that we take your feedback very seriously to further improve our services. We see that the gift card was sent on July 26th. Please respond to our email if you have any further questions or concerns. 

  Best regards, 

  Scuf Gaming 

  Customer Answer

  Date: 07/05/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 sent my controller in for in warrenty repairs. The package returned to me had a can of soada in it instead of my controller. I will buy another controller if i have to Scuf is second to none they really are quite incredable and this situation is not there fault still i hope they can fix this by giving me a controller. I recieved my return package instantly it did not wait outside the controller was not stollen on this property. I have a unboxing video and a profesional nurse not a friend as a witness. Please Scuf help make this right i am a loyal customer for life this one controller will be worth it in the end as i purchas a new one every couple years which i will do actually no matter what even if you dont fix this current problem but please help money is tight right now and i already need to purchase another scuf Reflex to have as an emergency back up because i cant game whith anything less than scuff now Scuff is the best and i have to have Scuf in my game room nothing else will do (ITS SCUF OR BUST) there is no substitute other controlers may sort of work but nothing like the smooth perfect cotton like precision wonder of the Scuf. I am a pro level rc helicopter and drone pilot as well as an actual private pilot. I use very expencive equipment and nothing functions and feels as good as Scuf. I wish you made drone and helicopter *********** as well i would instantly retire my JR *********** for Scuff without a second thought. I am disabled now and live on social security. Despite having lots of toys i have very little income now. I relize this is an unusual situation and i have no desire to hurt Scuf finatially in any way i so wish this did not happen. I have proof im not lying or trying to cheat you. I have an unboxing video and a profesional nurse at my house a whitness to me recieving the package without delay the controller was not stollen on this property and i am not in any way trying to cheat Scuf on any level.

  Business Response

  Date: 05/15/2024

  Good morning *******, 

  We regret to learn that you seem to have not received your controller from repairs, and we genuinely value your loyalty to our brand! We see that we are currently assisting you via email. Please feel free to reply to our emails if you have any further questions or concerns. We'll take care of the investigation with the carrier. 

  Best regards, 

  Scuf Gaming 

  Customer Answer

  Date: 05/15/2024

   
  Better Business Bureau:
  
  Scuf is helping me via email and has been great about this situation. The BBB should not have been notified about this Scuf does not deserve to have to deal with a third party like the BBB. Alerting the BBB was a mistake on my part and i offer a very serious Apology. I made this complaint In haste before getting to communicate the problem with scuf This should never have happened again. Im very very sorry scuff thank you for working with me. Many many stars phenomenal company incredible product. I will be sure to leave a glowing recommendation on Trustpilot and let the Better Business Bureau know that scuff is acting in a professional Wonderful way above and beyond my expectations or hope.  helping me through this probem. i panicked because this is crazy I mean I got a can of soda. I still cant believe this actually happened. Ive never even heard of this. I dont know it could happen. Its ridiculous. Anyway thank you again Scuf. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased an order on February 2 2023 for a controller . Oringally I didnt get it because it was lost in the mail. It was ended up located and I received it . I was using the controller up until it broke in November I sat on the controller for a while until I decided to send it In to get fixed and they told me it wasnt covered for warranty to liqiud damage . Okay acceptable . So I pay the 75$ to get the controller repaired to day one . And when I get it back it looks new . I sent the controller in October and got it back in November. Ive been using it since November but this time . The quality of the product is pooor . Obviously not the same quality I purchased back in 2023 and now I brought this to there attention less than 3 months after my repair and they telling me it out of warranty I would need to pay an additional 75$ to repair there poor quality faceplate . For photo example. Heres two photos one taken for the repairs prior to the repair the original faceplate . And one taken after the repair . The new faceplate . I refuse to pay an addition 75$ before scuf wants to use cheaper product to repair controllers . The first photo you can see the face and hands clearly the 2nd its faded and blurred thats not what I paid for

  Business Response

  Date: 03/15/2024

  Good morning ******,

  We are very sorry for the trouble you had with your controller. Upon reviewing your emails, we see that we approved an in warranty repair a few days ago. Please feel free to reply to our email if you have any further questions or concerns. 

  Best regards, 

  Scuf Gaming

  Customer Answer

  Date: 03/15/2024

   
  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.
  I received the spoken email . I didnt get it at first and this isnt the first thing I was told . I just dont want to be charged for something I already paid for but got a cheaper quality thank you 
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:03/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 sent my controller in for repair. On 2/29 scuff sent me the quote for the repair, which I payed within a few hours of receiving. It is now 3/10 havent received a single email about my controller or that scuff had received my payment. I then send an email on 3/8 asking for an update. Which I am still waiting for a response. Kind of ridiculous I cant get and email back from them or updates on my controller. Its been well past the 14 days they told me it would take to repair

  Business Response

  Date: 03/11/2024

  Hello *******,

  I regret to hear about your concerns regarding the lack of information about the repair progress of your controller. We acknowledge that the payment for the quote was made on Friday night, and you did receive a confirmation through PayPal. According to our website, repairs typically require up to 14 business days, during which we provide updates on progress. Additionally, we strive to respond to all inquiries within 48 business hours. Your email was sent on Friday night and was addressed early Monday morning. Should you have any additional questions, please don't hesitate to reply to our email, and we'll get back to you as soon as we can. 

  Best regards,

  Scuf Gaming 

  
  

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a Scuf controller directly from Scuf Gaming in February of last year.Since purchase the controller has had the same issue of faulty controls (thumb stick) 4 times. Then, less than 30 days outside of warranty, the controller had a 5th occurrence of the same fault.**** has failed to properly fix the issue and the controller is clearly a lemon with 5 of the same faults in less than 13 months. Now a Scuf is refusing the fix the issue without charging.The controller still appears to be in mint condition with no visual wear and is treated well. The issue is clearly driven by internal components and Scuf is not standing by their faulty product.This lemon should be replaced.

  Business Response

  Date: 03/11/2024

  Hello ******,

  We are deeply sorry about the issues you're having with your controller. The reason why you received the out of warranty information is because the seal of approval provided was incorrect. Therefore, our system was not able to validate your warranty. Please be assured that we'll answer your email with more information today, and we'll be more than happy to not only cover the repair but also provide a rebuild for you.

  Best regards,

  Scuf Gaming 

  Customer Answer

  Date: 03/16/2024

  The company has reached out to me to potentially resolve the issue, but I am still awaiting their action and results.

  It is unclear yet if the issue is resolved. 

  Business Response

  Date: 03/25/2024

  Hello ******,

  Upon reviewing your account, we show that we did approve an in warranty repair on March 11th. Your controller was also received on March 18th, and we processed a free replacement for you. You have never been charged for this new RMA. We do apologize if there was any confusion with your request.

  Best regards,

  Scuf Gaming