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:06/20/2023

  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 made a purchase for a Scuf Reflex FPS controller for PS5 Invoice #S13249661 for Order #S13249661 the controllers right thumb stick started having a really bad uncontrollable drift after only having the controller for five months. I tried contacting the company numerous times and have emailed traffic with them. I even tried calling but phone services are always down. I wanted them to either repair or replace it with a refurbished one. They tried to tell me that it was out of warranty and I told them that I have a screenshot from the website stating that it has a one-year warranty and that time had not surpassed yet, they tried to tell me that this specific controller only had a six month warranty and that a brand new one would come with a year warranty. I told them that in my original email I told them when the controller was defective which was within my six month warranty even if youre saying its only a six month warranty now out of good faith because I have been a long time scuff, gaming, controller, customer I purchased another duplicate brand new controller Invoice #S13580025 for Order #S1358002 because I do love their products and this is the only one that has ever giving me a problem, but I still want the controller that I bought that was under warranty when it was defective to be repaired or replaced so that at least I will have a back up. They have stopped responding to me and are no longer a help and since they wont help out a loyal customer and replace a product of theirs that was defective under the warranty timeframe, I am filing a complaint.

  Business Response

  Date: 06/21/2023

  Hello ********
  
  We are sincerely sorry to hear that your controller is experiencing issues. 
  
  As per our records, we see that you are currently in communication with one of our representatives to resolve this matter. We assure you that we will provide you with a solution by the end of the day.
  
  We would like to bring to your attention that our website states that the warranty only applies to controllers purchased after January 1st, 2023. Unfortunately, since your controller was purchased on November 10th, 2022, it is not eligible for our 1-year warranty.
  
  If you have any further inquiries, please do not hesitate to respond to your open email. We'll be happy to help you. 
  
  Best regards,

  Scuf Gaming

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20213442
  
  I am rejecting this response because:
    My original email stated that the controller had these issues before the 6 month warranty information came out. Therefore I was under the understanding that it was 1 year and even though I thought it was under one year it was still before the 6 month ***** Im conclusion, the issue came while the remote was still under a 6 month warranty. I purchased a house and was in the middle of a move and contacted you at my earliest convenience. I have been a loyal Scuf customer for several years and have only ever had one issue with your product. I asked that this one item be repaired and or replaced which virtually costs your company nothing and would keep your loyal customers happy. I even purchased a new controller in good faith because I believe in this product and the company and that you wouldnt shaft them for less than $300.00 The truth is this controller failed while still under warranty and I was in the middle of a move before I could try to replace it. Just read the original email and you know what I say is true. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/30/2023

  Hello ********,

  Unfortunately, we have no way of knowing when the issue initially happened, so we use the date of contact. And in this situation, it was after the 6-month period. According to our records, you were offered an in-warranty repair. The controller was repaired for free and shipped back to you on June 30th. 

  Best regards, 

  Scuf Gaming

  Customer Answer

  Date: 07/03/2023

   
  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:06/08/2023

  Type:Sales and Advertising 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.

  So I order my scuf instinct pro Jan 18, 2022 and it was working well for the first 6 to 7 months but then the left stick would go just forward and would stay there. I have had controllers drift but never just go forward. I spent 288 dollars for a controller that I thought that would last a long time and it breaks within 7 months. I don't want to pay the 80 dollar repair fee because this should have had a 1 year warranty not 6 months. I just don't understand because I have had OEM controllers last years without issue but the Scuf breaks within a year.

  Business Response

  Date: 06/08/2023

  Hello ******,

  We regret to learn about the issues you are experiencing with your controller.
  
  Upon reviewing your order, we have observed that you received the product on January 27th, 2022, and the warranty expired on July 27, 2022, which is almost a year ago. Please note that by placing an order on our website, you have agreed to our Terms of Sale, which includes our 180-day warranty policy.
  
  We apologize for any inconvenience caused, but we regret to inform you that we cannot cover the repair cost on this occasion as your controller is now a year and a half old. Nevertheless, we would be pleased to send you a prepaid label today. Kindly ensure that you check your SPAM folder.
  
  If you have any queries, please do not hesitate to respond to your open ticket with our representative. We will be delighted to assist you.

  Best regards,

  Scuf Gaming

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20159164
  
  I am rejecting this response because:

  If I send it into repair again then it will be the same situation as before and I would have to pay for that again. I would like either to send in my controller for a brand new one or a free repair. When I spend 288 dollars on a controller I expect to last more than a few months before being a paper weight  
  
  Sincerely,
  
  Mccaiden ******

  Business Response

  Date: 06/09/2023

  Good morning, 

  We acknowledge your request for a free repair or replacement of the controller. However, we regret to inform you that we are unable to fulfill your request. We would like to bring to your attention that all repairs come with a 90-day warranty. Therefore, if you encounter any problems within this period, we will cover the expenses entirely.

  Best regards, 

  Scuf Gaming

• Initial Complaint

  Date:03/24/2023

  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.

  Back on June 12, 2022, I ordered a Scuf Reflex FPS controller, for my PS5, directly from the Scuf website. The cost was $324.95 pre-tax. The warranty was 6 months, & as such, has expired. The right trigger (R2) has stopped working. It wont activate the switch & feels a little loose. Upon researching the issue, I came across several ******* repair videos showing the same problem my controller has. All three videos reveal a crack in the plastic from fatigue. The repair requires reinforcing that plastic piece with metal. Its not an easy fix. They state their opinion that its a design flaw. I agree. In no way should an fps pro controller break from use after 9 months. Im bed bound & only keep the controller in one place. Never dropped or damaged. It looks brand new.Because its past the warranty period, they will not cover the cost of repair, or shipping. I refuse to throw another $100 away just to get the controller fixed with the same part that will no doubt break again. I did not agree to purchase a controller with a design flaw; I agreed to buy what I thought was a controller similar in durability to others on the market. I want my money back, or the controller made to last beyond 9 months of use, by adding metal support to the weak plastic piece.

  Business Response

  Date: 03/27/2023

  Good morning ******, 

  We are very sorry that you're having issues with your controller. This is never the experience we want you to have with our products. 

  Please note that our SCUF Reflex has gone through several tests before its release, and we have never found any design flaw, like you mention. You also mention wanting to put a metal piece on that specific part, but we do not add metal pieces to our controllers. We do believe in creating lighter controllers, not heavier, as those products are used for several hours a day by so many gamers around the world, and metal parts can add substantial weight. 

  The price of the repair that you're mentioning ($100), shouldn't be accurate for this repair. This is the higher price of a repair, and we always provide a range. If only the trigger is broken, the repair should be around $20. However, please note that this can only be confirmed once we received and tested. 

  Unfortunately, we cannot cover the repair since the warranty ended over 2 months ago. However, we'll send you a prepaid label. Please make sure to also check your SPAM box if you haven't received it.

  Best regards,

  Scuf Gaming

  Customer Answer

  Date: 03/27/2023

  Im unable to accept or reject the companys response on the BBB website.  Either option results in an error message.  I find Scufs response, to the cracked plastic piece failing in the R2 trigger mechanism, unsatisfactory.  This is surely a known problem theyre choosing to ignore, at least until more casual players use the controller as many hours as I have.  Theres a reason there are ******* videos about it already.  That said, I believe I will accept their offer to repair the R2 trigger for around $20, using the shipping label they provided.  I do not consent to any other repair that would inflate the cost.  
  I wanted this to be on public record because I believe it may help others in this situation in the future.  Thank you for your assistance in this matter.

  Business Response

  Date: 03/28/2023

  Good morning ******,

  As previously explained, the price of $20 is only an estimation. The price of the repair can go above that, depending on what our repair team finds. Be assured that we do fix all the controller issues while in repair, which is why only our technicians have the ability to determine your controller's problems.

  Best regards,

  Scuf Gaming

  Customer Answer

  Date: 03/28/2023

   
  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.  However, if theres an attempt to inflate repair costs, I will refile a complaint & post my experience on social media.
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  Date:02/10/2023

  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.

  I bought a scuf controller 7 months ago for over $200 and I am having issues with buttons not working and as of this morning when I plug a headset into the controller it's all muffled, I plugged the headphones into another controller I have and it works just fine. I have tried calling there customer support with no success because they don't have one. I have emailed them and they said my controller is out of warranty and that I will have to pay up to $100 to have it fixed. This is unacceptable for a company to charge so much for a controller and to send customers junk then try to charge them when they're controller don't work outside there 180 day warranty.

  Business Response

  Date: 02/10/2023

  Good afternoon ***,

  We are deeply sorry to hear about that your controller is having issues and that you are not satisfied with the assistance provided. This is never our intention to disappoint our customers.

  After looking at our system, we see that you were helped earlier today via email. Though we cannot cover the repair, we sent you a prepaid return label. If you have any questions regarding the repair process, please feel free to reply to our email. 

  Best regards,

  Scuf Gaming 

• Initial Complaint

  Date:02/07/2023

  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.

  Invoice # S13166112 Sep 14, 2022 2 scuf reflex controllers each $249.99 Both have have had defect issues within the first couple of months, first one then the other, never had this type of issue with **** Controller, and the scuf controller is not cheap! I feel I have been sold a poor quality item that cant even hold up the first month.

  Business Response

  Date: 02/08/2023

  Good morning *******, 

  We are deeply sorry that your controller is having issues. This is never the experience we want our customers to have with our products.

  Unfortunately, we see that your controller is way out of our return window. It was delivered on September 22nd and our return policy is 14-day. However, we'll be happy to fix your controller in warranty for you. According to our system, your controller was shipped back to us and is awaiting delivery to our facility.

  Best regards,

  Scuf Gaming

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19349865
  
  I am rejecting this response because:
  This is in fact the second controller to go bad so soon,I believe I have been sold a low quality product for an inflated cost, ive never encountered such an issue so soon after purchase from **** OEM controllers, which by the way are cheaper. Especially both from the same order. I would really like a refund I am afraid about what will happen down the line after the warranty is up, will the controllers keep breaking down? I mean really I paid a pretty ***** for these items and having them break so soon? come on man. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/08/2023

  Good afternoon *******,

  We definitely understand where you're coming from, but unfortunately, we cannot refund a product that has been used for months. Please be assured that our team will make sure your controller is fully working before sending it back to you. We would also like to mention that any repair has a 90-day warranty.

  Best regards,

  Scuf Gaming.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19349865
  
  I am rejecting this response because:
  
  If you really understand where im coming from youd refund my money for a defective product, im just not going keep wasting time sending both these controllers back & forth for warranty over the next year, are you kidding me? The 2nd controller X button completely stopped working, that is something Ive NEVER experienced even with pelican controllers, please just do the right thing, next option Is to open up a small claims case.

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

• Initial Complaint

  Date:12/19/2022

  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.

  Order #S12886044 - I bought a gaming controller from this company at the end of April 2022 (Basically May). At the time I wasnt doing much gaming and this was my second scuf controller so I had one I was already using. The new controller sat for a little before I ever finally used it because I had 2 and once I started using the new one it was fairly obvious it was defective as down on the d pad did not function properly. If you review their scuf gaming trustpilot, its fairly obvious this is their business model. They spend an absorbent amount of money on digital marketing and overcharge customers just to deliver defective products that work just until the return policy ends. I have sent this controller back for repairs on 3 separate occasions (it is still under warranty for free repairs) and no one has been able to fix it. Ive been patient, *** tried to be understanding & *** given them the benefit of the doubt, now Im furious. I paid close to $300 for this controller and it is defective, doesnt work, and apparently cannot be fixed. All I want is what I paid for, as of now I got a $300 brick. I have no issue shipping this controller back, I just want them to send me what I paid for, a product that works. I make good money, I dont care about the money, at this point its a matter of principle. *** filed a complaint with the *** and *** disputed the charge with my bank. All I want is what I paid for, Im not asking for much. Their custo is a joke as well, shallow and phony. Cant get through to them via phone, automated message using Covid as an excuse. All Im asking is that they make this right. *** tried to be as reasonable as possible but at this point Im at my **** end.

  Business Response

  Date: 12/20/2022

  Good morning ******, 

  We are truly sorry to hear that you are still experiencing issues with your controller. Please note that this is never our intention to send defective products, and even less to disappoint our customers. 

  We see that you were helped earlier today for a full rebuild. Please send the controller back whenever you have a moment, and we'll proceed with the rebuild.

  Best regards, 

  Scuf Gaming 

• Initial Complaint

  Date:12/10/2022

  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 custom Instinct Pro Xbox controller lasted just 12 months before a severe product design issue failed. ****** paddle is designed to fail after a certain amount of cycles. Since the warranty period is only 6 months, they intend for the product to fail just after the warranty period expires, and do not sell the replacement component that would fix the controller.The absolute scummiest of scummy companies.

  Business Response

  Date: 12/12/2022

  Good morning ******, 

  We are very sorry to hear that you are having issues with your controller. After reviewing your account, we show that you were sent our return information on September 13, 2021. An RMA wasn't created until March 6, 2022 which was right before the warranty ended. Your controller's warranty ended on March 12, 2022. Your controller being almost a year and a half old, we unfortunately wouldn't be able to cover the repair. However, we'll be happy to send you a prepaid return label, which will be done today. Please make sure to also check your SPAM box. 

  Best regards, 

  Scuf Gaming

  Customer Answer

  Date: 12/12/2022

  What is the proposed cost of this repair?

   

  And to be clear this is an obvious design flaw that is intended to fail without having an easy repair.

  Business Response

  Date: 12/13/2022

  Good morning ******, 

  Our technicians will need to test the controller to find the cause of the issue you are having, even though you may be having trouble with your paddle for instance, it may be caused by an issue with the board inside and not the paddle directly. As such, we cannot guarantee any repair costs before our technicians have reviewed the controller. Our repairs generally cost between $20 and $100, once tested, you should receive an email with a PayPal invoice for the cost of the repairs needed. 
  
  Best regards, 

  Scuf Gaming. 
  
  

  Customer Answer

  Date: 12/13/2022

  I've attached an image, it is obviously a broken paddle (specifically P4) and the controller can be made to work when that paddle is held in place.

  There is no underlying damage to the boards.

   

  I'm just looking for an accurate cost to determine if it is at all worth it to send the controller in vs purchase a new controller from an alternate manufacturer.

  Business Response

  Date: 12/21/2022

  Good afternoon ******, 

  Unfortunately, we cannot receive attachments on BBB's website. We understand that you are having issues with the paddles, but again, cost of repairs can only be determined after testing the controller. The cost of a repair usually do not exceed $90.

  We hope this helps. 

  Best regards,

  Scuf Gaming. 

  Customer Answer

  Date: 12/27/2022

  I sent a warranty request through you website and have not heard back at all.

   

  And I can confirm it is the designed-in failure point on paddle 4 that has failed, with no other underlying damage. That you will not communicate the cost of that repair is rather telling.

   

   

  Business Response

  Date: 12/29/2022

  Good morning ******,

  We did reply to your email on December 12th. Please make sure to also check your SPAM box. We will resend you the email today.

  Best regards,

  Scuf Gaming

• Initial Complaint

  Date:11/10/2022

  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.

  I ordered a controller on Nov 1st only reason I bought it was cause it said it shipped the next day it is now the 9th and I was just told there are even further delays and I feel like that is cause I reached out to their support cause my friend ordered THE SAME CONTROLLER ON NOV 8TH AND GOT IT SHIPPED OUT ON NOV 8TH.. so how did his go out but I'm getting emailed on the 9th expect further delays why cause I reached out to ur customer support cause I bought it based on reason the shipping speed and then it doesn't get sent and I was told on Nov 4th a Friday there was a delay it will GO OUT ON Monday I reach out to them Monday they tell me Tuesday I reach out to them on Tuesday they tell me wensday. And so on and I have asked to switch out the color to ************** out quicker and they are refusing to do that for me they are refusing to help in anyways besides just telling me there has been another delay and let me remind you my friend who ordered on the 8th got his shipped out on the 8th This is truly unfair in my eyes.. I will attach my order status and my friends order status as proof that this is legitimate claim. They just claimed it not a color issue it's a delay issue but then again my friend order same controller different color gets it sent out same day and they refuse to swap colors or work with me in any manner that is a postive impact on the situation that would resolve this quickly instead they want me to cancel so I have to wait on a refund then do another order just prolonging the issue at hand this is truly a horrible way to handle clients from being a warehouse manager to a senior agent for customer support this is a 0/10 company for getting the product out and helping the client who is trying to get the product he paid for...... they offered a shipping refund that does not help in this situation like I said from the start I ONLY BOUGHT THIS CAUSE IT SAID SHIPS THE NEXT DAY. So I would like this handled in a professional manner thank you!

  Business Response

  Date: 11/11/2022

  Hi ******, 

  Please accept our apologies for the delay on your order. This is never our intention to not meet the expected shipping date. 

  It seems that there is a confusion regarding the dates provided on our website. We do not guarantee any shipping date for the next day. We only show a "ship by" date, as shown on the checkout page. However, we do see that your order is late and that a shipping refund was provided for the inconvenience. We have also asked our production team to expedite your order. 

  The reason why we refused the modification is that our system simply does not support that. Please note that shipping times cannot be compared from a controller to another, which is why we only provide "ship by" dates and not a guarantee date. Please be assured that we are doing our very best to ship your order as soon as possible. 

  Best regards,

  Scuf Gaming.

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18385231
  
  I am rejecting this response because: As of now my controller is not shipped and the only reason i am doing any of this is because
  1. A friend ordered a controller on the 8th and was shipped out the same day mine is still processing when i ordered mine on the 1st it is now 11/11 and today is a Friday and if not shipped today that's even longer delays 
  2. the fact is that it was already expedited twice this would be a 3rd time. so, what would be the difference some 1 still ordered 8 days after and his got shipped same day. I understand there was a delay the 1st day but now I Truley do feel I'm being punished for reaching out. I will attach the photo of me being told that! 
  3rd and last how can I expect it's going to work as a premium controller should and not expect it to break snice i already feel like im being treated unfairly how do i know it will work for a long time and was not tampered with it to only work for a short bit of time before breaking, so with that being said please let me know how long this controller when received the longevity it should have im not asking about the warranty. I Want to know from day 1 of using it how many days/weeks if possible, years it should last.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/11/2022

  Hello again ******, 

  We are very sorry that you are not satisfied with our reply. However, unfortunately, there is nothing more we can do, as we have already asked our production team to expedite your order. If you do not want to wait any longer, you can request a refund, and we will take care of it as soon as possible. 

  Best regards, 

  Scuf Gaming. 

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18385231
  
  I am rejecting this response because:
  I don't want a refund I want the controller, hopefully it is sent out today.
  the only reason I am this upset and have gone to such extremes like this is because some 1 order after me and is now receiving the controller before me SAME MODEL FYI. 
  So i hope you really understand why some 1 would be upset, lets be honestly I know ur website states buy for the art *** I use this for competitive play, and I have not been able to do one match to make money cause of this service being done.
  I will only accept a response when I'm being notified my controller is being shipped so unless you can offer a real solution, I advise waiting until it is shipped to say something back cause no matter Ur position you still are repeating the same thing as ur customer supp did for 2 weeks and that is wild! 
  Side note: stating this because I hope you are some one of importance in the company 
  I highly suggest reworking your entire warehouse and customer support and the way you process order's because it is obviously lack luster and not helpful in or by any means. I can tell ya now at this rate Battle beaver and all the other companies on the uprise will take over epically they advertise the real reason we buy the controller for the tools it offers to give us the edge not for the art so maybe spruce up ************ team as well... 
  I
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/07/2022

  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 controller from scuf gaming website on October 15th they then said I would receive it on the 21st of October, I then got a notification that the package was delivered on october 21st but the package was nowhere to be found I even asked neighbors if they had seen it or received and no one had it so I assumed that they took it to the wrong place, I then contacted scuf gaming via email they told me to file a claim with fed ex and file a claim and that once the claim is filed and completed that they would issue me a refund, I did all of that and notified scuf gaming that fed ex contacted me and told me the claim was completed and I should contact them to get my refund issued, it's been over a week since all of that and I still have not heard anything back from scuf regarding the issue and all I want is my money back since I never got the item, it's only fair and I have a door bell camera that shows nobody ever showed at the time it says the package was delivered.

  Business Response

  Date: 11/08/2022

  Good morning Marvell, 

  We are truly sorry to hear that you have not received your order, and we would love to help you further! Please respond to the email you have with our Customer Support team and we'll make sure to either refund or replace your order. 

  Best regards,

  Scuf Gaming. 

  Customer Answer

  Date: 11/08/2022

  I just want my money refunded please

• Initial Complaint

  Date:11/06/2022

  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.

  Oct 28th 2022 my order for a SCUF Gaming Reflex FPS Blue for ****** Was supposed to be shipped out by NOVEMBER 3rd ************************************************************************************************************** anything else at all.

  Business Response

  Date: 11/07/2022

  Good morning *****,

  We are very sorry for the delay on your order. However, we never refused to ship your order. We did reply to all of your messages and informed you of the delay. We have also refunded you the shipping costs for the inconvenience. We are happy to see that your order shipped today. Please check your inbox for your tracking information. 

  Best regards, 

  Scuf Gaming. 

  Customer Answer

  Date: 11/07/2022

   
  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,
  
  *********************;