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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:03/01/2024

    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.
    Terrible product, and even worse customer service. I purchased one of their top of the line controllers for my Son for Christmas. Cost me over $300. Took over a month to come in, on the first day of use, within the first hour, one of the thumb sticks broke off. Contacted Scuf to start a repair ticket, took weeks to hear anything back. Finally they emailed me a return label. I sent the controller back, and received an email stating that it would be covered under warranty. Another couple weeks go by, and I get another email stating that it is not covered under warranty, and they need another $70 to fix the controller, or they will ********* it back broken. So for less than an hr of use, and they want basically $400 for the controller and repair. This company is a straight up scam. Build a crappy product, wait for it to brake, then void the warranty, and make yo pay to repair it. Never again Scuf, and I will tell everyone I know to never do business with your company.

    Business Response

    Date: 03/08/2024

    Good morning ****,

    We deeply regret learning about your experience. As we mentioned in our email, the controller received some accidental damages, and we explained how that might have occurred. We understand that this may not align with your expectations; however, our website's warranty page states that accidental damages are not covered. We did respond to your email earlier today with further details. Kindly review our message and don't hesitate to reach out if you have any concerns or questions. 

    Best regards, 

    Scuf Gaming 

  • Initial Complaint

    Date:02/16/2024

    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 purchased a gaming controller from the company scuff gaming through their website. Scuf.com. Upon reviewing the confirmation email, I realized I had ordered the incorrect model of the 200+ dollar controller. Within 12 to 14 hours I put in a request to cancel the order, while the order was still in the processing stage and had not yet shipped. The website has a link for request to cancel. I did not receive a response until the next business day telling me that I cannot cancel the order because the controller was a pre-configured controller and not a custom one. During the purchase process, none of the screens that you come across give you this information. This is a deceptive business practice. They refuse to cancel my order and refund my money, or allow me to purchase the proper model which is $40 more. They tell me my only option is to wait for the item that has not even shipped yet and return it and wait for a refund and then purchase the order again. When they reply with the email stating that this was clearly stated on the website, it was a link to a page that you do not encounter at any time during the purchase process, but only when you click their link to cancel an order.... which by then is too late. I have uploaded screenshots of every screen from adding the item to card to the final button to place the order, and there is no mention of this policy.

    Business Response

    Date: 03/08/2024

    Good morning *****, 

    We apologize for your dissatisfaction with our policy. Our aim is always to ensure customer satisfaction, and we're committed to reviewing both your email exchange and this policy internally to enhance our services. It appears that your order was refunded on March 1st.

    Best regards, 

    Scuf Gaming 

  • Initial Complaint

    Date:01/16/2024

    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.
    As a birthday gift, I purchased a Scuf Envision Pro controller for my nephew.******** date was 01/02/****.Order has been stuck in customs since 8th of january ****, have e-mailed scuf 3x this week and no response. I wonder how hard it is for a company to deliver the correct paperwork to the carrier. I had contacted *** and they told me they have been waiting since 8th of januari for a response from Scuf Gaming for the correct paperwork. Even if your local office is out of office for the holidays the business should KEEP running with no compromises, I find this very anti-consumer behaviour and am hesitating if I should ever order anything from this company again.

    Business Response

    Date: 01/23/2024

    Good morning, 

    We are very sorry to hear that you have not received your order. 

    Sadly, we have no power over customs delay. Please note that we did send all the correct and complete paperwork along with your package when we shipped it. Customs are currently experiencing a high volume, which explains this delay. We have never been contacted by *** but be assured that if we are, we will reply to them with the required information.

    Best regards,

    Scuf Gaming 

  • Initial Complaint

    Date:01/14/2024

    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.
    EMR was not included all though clearly labeled on the itemized receipt. I have contacted the company 3 times since Christmas when the package was opened and it was determined to be missing and the company has not responded. The company is only allowing email and ******** I don't have ********

    Business Response

    Date: 01/15/2024

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

    We are very sorry for the delayed reply. Please understand that we are currently facing a high volume of tickets due to the recent holidays but be assured that we are responding to each and every ticket with all the attention they deserve. 

    Upon reviewing your order, we see that you did not select the *** feature for the controller. Therefore, the *** key was not sent along with the controller. Our website also did not advertise that this feature was included, since you built the controller to your own specifications. We do apologize for any confusion. 

    Best regards, 

    Scuf Gaming 

  • Initial Complaint

    Date:01/11/2024

    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 custom controller in November for Christmas. The controller was opened on Christmas and used once. It is very poor quality and discolored after one use. Contacted them on December 26, 2023, havent heard back from them. I have submitted multiple tickets with no response. They do not have a working phone number, you can only reach them through support tickets and social media. I have also reached out to them via social media with no response.

    Business Response

    Date: 01/15/2024

    Good afternoon Esme,

    We are very sorry for the delayed reply. Please understand that we are currently facing a high volume of tickets due to the recent holidays but be assured that we are responding to each and every ticket with all the attention they deserve. We see that you messaged us on social media on Saturday and you received a response within a few hours. 

    Best regards,

    Scuf Gaming 

  • Initial Complaint

    Date:01/11/2024

    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 purchased a Scuf controller from a large retailer 5 months ago. I was told I need to send the controller to Scuf. Filled out a service request on the Scuf site on Dec 8th (nobody to talk too) service request number: ********** I sent an email on the 14th of December (2023) asking for an update. Finally received a response on the 20th including an email that my controller will be fixed (see part of email below). Good news! The cost to repair your SCUF will be covered by the warranty (provided the warranty has not been invalidated. You can read more about that here).Sent another email on Jan. 3rd and received a notice that the controller has arrived but not checked in for repair. It is now the 9th and I still dont have confirmation that the controller has been checked in. At this point I have no clue if I will even get the controller back. I spent $220 on a premium product that should include premium customer service. There is NOBODY to talk too (Scuf does not provide any customer agents to talk too). I have done everything **** has asked me (including going the extra mile by providing pictures of the controller). I want this resolved, would like mine repaired (or a new controller) and sent back in a timely manner. Service number ********** I understand this was during Christmas time, however, it is not my issue if Scuf does not have enough employees, satisfactory return processes or other operational issues.

    Business Response

    Date: 01/15/2024

    Hello ****,

    We are very sorry for the delayed reply. Please understand that we are currently facing a high volume of tickets due to the recent holidays, but be assured that we are responding to each and every ticket with all the attention they deserve. 

    Your controller was checked in on January 4th, and you received a notification email on the same day. We also see that we did reply to all of your emails and we recently provided you with an update on ***********. 

    Best regards, 

    Scuf Gaming 

  • Initial Complaint

    Date:01/10/2024

    Type:Order 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 left a negative review on Trust Pilot and was personally contacted by someone named "****". I then went back and forth over 6 emails resulting in them offering to repair my current $260 controller. I was sent a separate email stating, *********** The cost to repair your SCUF will be covered by the warranty."I was sent a shipping label and told that they would expedite the repairs and to mark the box "Attn: ****** After many weeks I received a $75 invoice and they now are holding my controller, that I already paid $260 for until I pay them. I was quite aware that I could send them the controller and pay for repairs. I was contacted by them and now they are trying to extort $75 from me.

    Business Response

    Date: 01/15/2024

    Hello ***, 

    Upon reviewing your order, we see that your warranty expired in May 2023, and you were informed on January 8th that the repair will be chargeable. However, we see that we cancelled the invoice and repaired your controller at no costs for you, on this occasion only. We do apologize for any inconvenience this has caused.

    Best regards,

    Scuf Gaming 

  • Initial Complaint

    Date:12/22/2023

    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.
    I placed and order on 12/06/23 for my sons only Christmas gift was charged $252.98 immediately. Was told would ship by 12/20/23. I have sent email to customer service on 12/15/23 and 12/22/23 requesting updates of shipment and still have not received a reply or the shipment and Christmas is in 2 days!! Now my son will not have a gift! I am beyond upset. Please make this right you took my money and possibly ruining a Childs XMas.

    Business Response

    Date: 12/28/2023

    Hello *****,

    We are deeply sorry for the delay of your order, as well as the delay for getting back to your email. Due to the holiday season, we are currently experiencing a high volume of tickets. We are diligently addressing each ticket and providing them with the necessary attention. Please be assured that someone will get back to your email today. 

    Best regards, 

    Scuf Gaming 

  • Initial Complaint

    Date:12/20/2023

    Type:Order 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.
    Company has attempted to make no contact in response to my multiple attempts to reach them about a christmas present

    Business Response

    Date: 12/21/2023

    Good afternoon *******,

    We are very sorry for the delayed reply. We see that you only emailed on Monday and we answered you this morning. Please understand that due to the holiday season, we are currently experiencing a high volume of tickets. However, please be assured that we are diligently addressing each ticket and providing them with the necessary attention. 

    Upon reviewing our system, we see that, per your request, your order was cancelled and we also offered you compensation for the inconvenience. Please reply to our email if you have any further questions.

    Best regards,

    Scuf Gaming 

  • Initial Complaint

    Date:12/13/2023

    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.
    I purchased a SCUF Instinct Pro controller on October 13th 2023. I received it and began using it in November. It worked as intended for less than 3 weeks. I filed an RMA request with SCUF online and have yet to get any response after 4 emails to them and phone calls to a non existent support team. This company used to be top notch, as I have purchased 2 controllers from them dating back to 2014 but now it is like pulling teeth to get in touch with them. Ticket # ********** | RMA# RMA460414

    Business Response

    Date: 12/14/2023

    Hello *****, 

    We are very sorry for the delayed reply.Please understand that due to the holiday season, we are currently experiencing a high volume of tickets. However, please be assured that we are diligently addressing each ticket and providing them with the necessary attention. 

    Please be assured that we will get back to your email as soon as possible. 

    Best regards, 

    Scuf Gaming

Scuf Gaming is NOT a BBB Accredited Business.

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