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:12/11/2023

  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.

  Requested my our purchase to be canceled but they did not and sent item anyhow, so I returned item and they are not giving me a refund

  Business Response

  Date: 12/13/2023

  Good afternoon ******, 

  As stated on our website, we are unable to cancel orders for preconfigured controllers, since we aim to ship those as soon as possible. We do not see that we refused your refund request, we simply explained the process we have to follow until it can be done. As advised via email, your controller has now been checked in and your refund will be processed soon. 

  Best regards, 

  Scuf Gaming 

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20992714
  
  I am rejecting this response because: I have tracking and emails saying I would have had my refund by now. I sent the unwanted controller back to and it was recorded as received via tracking a week and half ago. I was told my refund would be once you received item back since you were short staffed and would not cancel order, then I was told refund in 3 days from you getting controller back, now you have had for. Week and a half and you are just now checking in item when that should have already been done and per your company emails I should have received my refund. So once again as mentioned your company is refusing my refund as it should have been 3 business days after receiving item which would have been last Thursday. ******** excuses by this company and it is completely outrageous 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/14/2023

  Hello ******, 

  It seems that your refund was approved today so you will get the refund confirmation later today. Please allow up to 5 business days for the funds to be back to your account.

  Best regards,

  Scuf Gaming 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20992714
  
  I am rejecting this response because: I actually reached out to PayPal as I wasnt being provided my refund so after PayPal did their investigation they found the company guilty and they provided the refund not the company. Bbb please monitor this company as they treat their clients completely awful and dont return customers money with one excuse after the next. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/10/2023

  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.

  My expensive controller I got and chose over every other controller isnt working. The right joystick keeps moving on its own. They will not reply or help me. I previously paid for a repair I thought was covered but They claimed it wasnt. I went ahead and paid for it anyway to get my special order controller back. It was After a lot of back and forth and frustration. Its really frustrating when you pay so much for a product and then get ignored and treated like nothing. Im seeking a full replacement controller or amount I paid for the controller so I can get a controller that works as intended along with decent customer service if/when needed. I think I paid around $250 for the controller. The dif was the repair that I went ahead and ate

  Business Response

  Date: 12/13/2023

  Good morning *****,

  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. Someone will get back to you today with more information. 

  Based on our records, we have previously informed you via email on January 27, 2023, that the controller has incurred liquid damages. We regret to inform you that this type of damage is not covered by our warranty. As stated in our warranty page, any repairs required due to liquid damages are chargeable.
  
  Unfortunately, your warranty expired on June 02, 2023, and therefore, we are unable to cover the cost of the repair through our services. We sincerely apologize for any inconvenience this may cause.

  Best regards, 

  Scuf Gaming

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20986879
  
  I am rejecting this response because:  I am out $350 on a controller that I cannot use to me that is insane. Rest assured if this cannot be repaired (which cost on your end are minimum) I will not be recommending these controllers to all of my gaming friends now or in the future. Would you rather be out $20 to fix a simple  repair on the right joystick or out thousands of dollars over a simple fix? 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/13/2023

  Hello Devin,

  In order to help you better, please create an RMA on our website via this link: ***************************************************************************************************

  Best regards,

  Scuf Gaming 

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20986879
  
  I am rejecting this response because: it is unclear whether the repair will be covered or not. As I previously started, I have no control over the right joystick moving on its own making the remove unusable. It seems like an easy fix. There is no point in sending in the controller if you are then gonna say hey we need to charge you if you want your controller back. My ps5 controller has 50 times the amount played. Plus on the website and when I purchased, I was under the impression I had a year warranty. Please clarify so I know how to proceed with my gamer community. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/01/2023

  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.

  I ordered a custom controller (#S13742816) as a gift for the holidays and decided to go about a different route. After going through there website I learned they have free cancelations if canceled before building begins. and a 15% fee if canceled after that. I called them the next day which apparently there phones are never working sent two emails and messaged on ******* which was recommended and have heard absolutely nothing back. and all of this was done before building began. I have now received emails that the controller is being built and will be shipped soon. I don't want to have to deal with sending back a controller that I don't need anymore at my expense and get told that I have to forfeit 15% of the cost because no one bothers to check there inbox. and I've seen them responding top people online that have messaged them after I have on *******

  Business Response

  Date: 12/04/2023

  Good morning *****, 

  We are very sorry for the delayed reply. Please note that we are experiencing a high volume of tickets due to the Holidays, but we are doing our best to answer every request with all the attention they require. 

  We confirm the cancelation of your order, and we have also waived the restocking fee for you. Please allow 3 to 5 business days for the full refund to go back to your account. 

  Best regards,

  Scuf Gaming 

  Customer Answer

  Date: 12/06/2023

   
  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:11/28/2023

  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 on 11/12/23. Order #S13696617. I paid $172.64 which included a $25 charge for 2 day shipping. The order was shipped out 11/14/23 vis *** and was scheduled to be delivered 11/16/23. Tracking #1ZW701150222717334. Package never arrived. I assumed it is lost in the mail since its been over two weeks. I've reached out to both *** and SCUF and no one will answer. I have already filed a claim with *** online for a lost package and all it says is they are looking for it and I need to do nothing. Its been 2 weeks since the package went missing. Its not going to be found. All I want is the same controller I ordered sent to me by SCUF. But yet no one from SCUF will respond to me. I've submitted multiple tickets via their website and I've gotten zero responses.

  Business Response

  Date: 11/30/2023

  Hello *****,

  We are very sorry that you have never received your order. We also apologize for the delayed reply, as we are facing a very high volume of inquiries at the moment. However, please be assured that we do get back to all requests as soon as possible and with all the attention they deserve. 

  It seems that we did reply to your message on November 27th and as of today, the investigation is still ongoing. Please be assured that we will get back to you as soon as there is an update on the investigation. If you have one before us, please reply to the existing email. 

  Best regards,

  Scuf Gaming 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20924719
  
  I am rejecting this response because: I opened a *** claim 2 weeks ago. They've had 10 business days already to search for and locate my package. Clearly the package is still missing and will not be found as my claim has yet to be updated and still says "searching for package". As the consumer it is not my responsibility to deal with such. I want a new controller like I originally ordered sent to me with 2 day shipping like I've already paid for. I have already filled out an Affidavit with **** relinquishing my rights to the original controller if it were to somehow show up I am required to send it back and they have already acknowledged they've received the document. This is unacceptable. Both companies are very reputable and its time they act that way. SCUF can send me (the consumer) a controller like I originally ordered and already paid for, then SCUF and *** can figure out things on their end. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/04/2023

  Good morning *****,

  We understand that your package has still not been scanned by **** and we do apologize again for the inconvenience. Please note that the 8 to 10 business days provided is only an estimation. For some cases, *** may need more time to locate the package. Unfortunately, we cannot send you a new controller until the investigation is closed, and the claim is approved. Please be assured that we are doing our maximum to get this resolved as soon as possible. 

  Best regards, 

  Scuf Gaming 

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20924719
  
  I am rejecting this response because: *** closed my claim I opened stating there was "Insufficient Merchandise Description" and denied me a refund. So I guess its not up to SCUF to send me a new controller. If I have to go to small claims to get my money back im gonna be mind blown. I have the tracking number and followed its progress the entire time. It never shows it was delivered as I have attached the proof above. Crazy that I have to go through this after my package that I spent my money on and *** lost it. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/13/2023

  Good afternoon *****,

  In order to assist you better, please reply to your open ticket directly via email. We did receive a notification that the claim was denied and we disputed **** decision on December 8th. 

  Best regards,

  Scuf Gaming 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20924719
  
  I am rejecting this response because:

  From: *************************** <******************>
  Sent: Tuesday, December 19, 2023 4:00 PM
  To: *********************** <************************************************>
  Subject: *************************** ; claim with SCUF gaming

  EXTERNAL EMAIL!Use caution when clicking on links or opening attachments andneverprovide your User ID or Password.

   

  UPS ended up reopening and completing the loss package claim. The claim status now says, "package search complete, package not found." It says they have let the shipper know the outcome of the claim. I reached out to SCUF yesterday letting them know the update and I have not heard back from them today. Just keeping you posted at this point.

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

  Business Response

  Date: 12/20/2023

  Hello *****,

  Thank you for letting us know. If *** did contact us, we will contact you shortly with more information. 

  Best regards,

  Scuf Gaming.

• Initial Complaint

  Date:11/24/2023

  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.

  Ordered a controller repair September 9, 2023. Waited and reached out and was informed the repair may take up to 20 business days to complete. Was set to move to a new address October 9, 2023. Subsequently, PRIOR to shipment being sent out, went onto the **** website to update all associated addresses to the correct address. To my dismay, after the move had occurred I received notifcation the package shipped out to the old/incorrect address. The package was sent from them November 2, 2023, well after I updated my address and moved to the new location.I immediately contacted *** to see if they could correct it and was informed only the seller could update the address. For another $20, I then signed up for a *** MyChoice account to request the package be held at a *** pick-up point. Very shortly thereafter, the package status changed to "delivered" with a picture that showed no apartment number or anything, and was clearly not at the *** pick up location. I drove to the *** pick up point and was informed the package had never been delivered there. *** opened a claim to resolve with the sender. I reached out to **** once more and they claim "Since you provided an incorrect address, we are not responsible for the package not being delivered to you. We have offered a 15% discount code..." I took the logical necessary steps to update the address prior to shipment and they claim my "profile" has nothing to do with the shipment address. I have been ordering products online for over *************************************************************************************************************** the shipment so logically there would've been no reason to reach out to support for this being I updated well in advance. Or to put another way, if I were to order a new controller - that would be the address populated. Then to have a $40 coupon offered is laughable compared to the $360 sunk into the device.

  Business Response

  Date: 11/30/2023

  Hello ******,

  We are very sorry that you have not received your package. 

  Please note that we can only send the controller back to the address that was provided, at the time of the *** creation. Changing the address on your account only changes the address for future orders. It seems that we answered you today with more information. Please reply to our email in order to better assist you. 

  Best regards,

  Scuf Gaming 

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20911470
  
  I am rejecting this response because:

  It is illogical and I was not informed of this. You are essentially stating that "if someone moves addresses they completely forfeit delivery"?

  I notified you all October 20th (well before shipment) in writing/via email that I had moved in ADDITION to updating the profile, which as stated - with any other retailer would generally suffice.
  

  There's no reason the package should have been sent to the wrong address initially. 

  I have responded to your email along the same lines.

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

  Business Response

  Date: 12/04/2023

  Good morning ******, 

  It seems that we gave you all the information via email already. As explained on our last email, we will contact *** to see if a claim can be approved. However, please note that this cannot be guaranteed but we will do our best. 

  Best regards, 

  Scuf Gaming

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20911470
  

  Have been on the phone with *** several times already. The most recent time they stated they have already approved the claim, sent the necessary documents to SCUF, and that SCUF just needed to complete and return the documents to them.
  

  As of yesterday the most recent email I have from you all states "Were experiencing higher than normal volume of tickets your ticket is still in our queue and well be with you shortly."

  For a company that does not have phone support... wouldn't this always be the case? The tickets will always be "high" as it's literally the only means of support... 

  Say that to communicate it's a little frustrating there's apparently no tiering system for different levels of importance. It's been over 60 days trying to get a simple repair completed. Also informed via the email to you all *** has already approved the claim and sent over the docs.

  The biggest question I'd like answered at this point... Can you tell me literally what more I could have done as the consumer?

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

  Customer Answer

  Date: 12/11/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********. 

  The business has finally come to the conclusion to replace the item and is in the process of building a new one. 

  Regards,

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

• Initial Complaint

  Date:11/17/2023

  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.

  At the beginning of 2023 I purchased a Scuf gaming controller for 270.It never worked as intended, but the gain was bigger than the struggle at that time.Now in October I returned my controller to Scuf and after it has passed their depot in *************** it shipped to ****..The last scans are at a depot in **** *******.Since 4 weeks I am in contact with **************** from Scuf ******************** through email, but I keep getting the same answer over and over again. That the controller is stuck at customs and that they cannot do anything.They asked me if I want to initiate a refund, because clearly this is going nowhere.I agreed to this, but now they say I cannot refund it, because it's not their fault...I purchased an item from Scuf and throughout their shipping process it got lost.I should not be the victim in this!270 is a lot of money and I demand a refund See copy of mails in attachment Thanks for looking into this.

  Business Response

  Date: 11/30/2023

  Hello Mass, 

  We are very sorry to hear about the delay on your order. 

  As much as we would love to help, please note that we have no power over customs delay, and sadly, no one does. According to your tracking information, they have fallen behind due to the influx of packages they are receiving, considering the Holidays. Upon reviewing our emails, we never approved a refund, but instead, always said that unfortunately, we couldn't approve a refund because your controller was still in transit. 

  We show that your controller was delivered on November 24th. 

  Best regards,

  Scuf Gaming 

• Initial Complaint

  Date:11/16/2023

  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 Nov 9, 2023 I put in an order for a Scuf Infinity 4PS/PC controller. I filled out all of the appropriate information and my take is, is that when filling out the address section it autofill to a different address when I was putting in my zip code. About ******************************************************************************** my email to assure all of the information was correct, which it was not. Right away, I made a ticket and contacted support. I didn't receive a response for days and within those days I made many more tickets. They emailed me back when the product was already shipped out and told me to talk to *** which is what I did and they couldn't do anything about it. I still haven't had a final email back and pretty much lost all of my money because of this. Invoice: #S13690732 This is probably the worst support I've ever dealt with. I contacted the support almost instantly and didn't get a response to 3 different tickets for days. On top of that, their phone number doesn't work and it's inactive. It's unprofessional from a business standpoint, especially when mistakes can always happen. It's genuinely concerning that a number of tickets and multiple attempts to reach out went unanswered for days, especially when people are using their hard earned money to purchase these expensive controllers.I'm able to provide all necessary information through the claim posted here.

  Business Response

  Date: 11/30/2023

  Hello *****, 

  We are very sorry to hear about the issue with your delivery address. 

  We see that you emailed us on Thursday 9th, and we answered on Sunday 11th. We understand that our response time was not satisfactory for you, but please note that due to the Holidays, we are facing a very high volume, and we do our best to answer all requests as soon as possible with all the attention they deserve. 

  We have an address verification system on our website that we highly recommend using, as we are not able to change the address once the order is place. If you place a new order, please make sure to use that system to ensure your order is delivered to your address. 

  We understand that this experience was not as expected, and we are going to refund you the shipping costs of your order. Please allow 3 to 5 business days for the funds to be back to your account.

  Best regards, 

  Scuf Gaming 

  Customer Answer

  Date: 11/30/2023

   
  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:10/19/2023

  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.

  Order #: S13652196 Seal of Approval #: 2340A6011 Recieved product (10/12)I spent nearly 350 dollars for the Scuf instinct pro controller. I've owned it for a week. It came broken! LT ****** doesn't always work. It randomly disconnects even though it says its still connected and it came with stick drift. What's the point of the testing phase if when they send it its broken? Its like they didn't test it. Then I tried to send it in for repairs (which for 350$ I shouldn't have to do at all) and it was a stupid migraine of a process that i dont have time to do. Crazy that for 350$ you get a broken product. I can see the advantages of a controller like this but its clear this company is here for the money and not the quality of their product. Be cautious when buying.

  Business Response

  Date: 10/20/2023

  Good afternoon ****, 

  We are deeply sorry to hear that your new controller is having issues. This is never the experience we want our customers to have with their product. We see that we sent you the repair information yesterday, and that the repair will be expedited. Please note that you are also within the return window if you prefer to go that route. If you have any questions, please feel free to reply to your ticket. We'll be more than happy to help you. 

  Best regards, 

  Scuf Gaming 

• Initial Complaint

  Date:08/30/2023

  Type:Delivery 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.

  *see attachment

  Business Response

  Date: 09/05/2023

  Good afternoon, 

  We are unsure what the issue is since there is no message in your complaint. However, we see that your order was cancelled due to an incomplete address. If you have any further questions, please feel free to reply to our email from August 14th. 

  Best regards,

  Scuf Gaming 

• Initial Complaint

  Date:08/03/2023

  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 in my controller for RMA. I figured it would take two weeks but then its been over a month. My controller said it was received on their dock and when I contacted someone they told me theres been a hiccup in the process please fill out a claim form but the claim form is for a purchase of a controller not being received not a RMA. So I keep trying to figure out how to go about this and I keep receiving the same email with the form. Basically just a generic response which isnt helping me. The controller was over 200 dollars plus the shipping to send them the controller to repair. My name is *************************** my email is ********************** The # is RMA427640. My support request number is **********. I just want to know how I go about receiving my controller back and Im getting no where. *** tried Reddit and the moderators just delete my posts. I refuse to lose out on over 200 dollars due to a mistake that they have made. Please help me correct this.

  Business Response

  Date: 08/04/2023

  Hello *****, 

  We are very sorry to hear that we have not received your package. Unfortunately, as explained via email, you must open an investigation with the carrier you used. Since you shipped it on your own, there is nothing we can do on our end, and we confirm that the controller has never been received, nor checked in. We do apologize for any inconvenience this may cause. 

  Best regards, 

  Scuf Gaming

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20418854
  
  I am rejecting this response because: The carrier successfully delivered the package to your location. The package via tracking says arrived on dock which means someone scanned that package in. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/04/2023

  Hello *****,

  The fact that it was scanned does not mean that we received it. *** delivers to us many packages at once and can sometimes misplace them. It is very likely that *** still have your package at their facility. Please contact them for more information. 
  

  Best regards,

  Scuf Gaming