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:10/28/2022

  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.

  I purchased a 480 dollars controller for my son from this business. The first few days it glitched. We sent it to repair . Few months later it glitched again. I feel scammed. I am worried that after my warranty expires i will have to start paying for a defective item

  Business Response

  Date: 10/28/2022

  Good afternoon *******, 

  We are truly sorry to hear that your son's controller isn't working as it should, and we understand your frustration. We do see that this will be your second repair and on this occasion only, we can approve a refund if that's what you prefer. If you do, please let our Customer Support team know and we will change your RMA request. 

  Also, we wanted to reassure you that all repaired product do have a 90-day warranty. All controllers are fully tested before being sent back. Please know that our Customer Support team will always be there to assist you in case of any issue. 

  Best regards, 

  Scuf Gaming. 

• Initial Complaint

  Date:10/24/2022

  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 ordered a controller on 9/7/2022 for $220.99. The controller arrived damaged but I did not realize until after the return window passed. The vendor has not responded to my request to return item. My only option seems to be have this repaired but I dont want to need to buy a repaired controlled for a new price Order #S13158726

  Business Response

  Date: 10/25/2022

  Good morning ****, 

  We are very sorry for any confusion regarding our return window. We show that you contacted us on September 8th, and you were sent our return information, along with a link to our website explaining that our return window is 14-day. This was also explained directly on the email we sent. 

  We can make a one time exception and approve a refund, as long as your controller is postmarked by October 31st. Please note that we will no longer approve a refund after that date. 

  If you have any questions, please feel free to respond to your open ticket with our Customer Support Team. 

  Best regards, 

  Scuf Gaming.

• Initial Complaint

  Date:09/29/2022

  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.

  I sent in my item to be fixed because their quality did not hold up as they state it does. I bought my controller in july 2022 and after one month it stopped working with no physical damage. I sent in my item, was told it would take 7 to 10 business days to be finished . This repair/rma proces has been going on for almost a month. They have had my controller i bought almost as long as i had it. They completely are ignoring my messages now and then they also sent me an email saying that they forgot to tax my item and are trying to ask for more money from me. I want them to fix this issue and return my controller as they promised. This controller was not cheap. It cost me nearly 200 dollars for this controller and i dont know why they wont just replace i t with a new one. On yop of that the warranty is wasting away in their possession , so i lost a whole month off my warranty to their negligence of serving their customer. I want some sort of accommodation for this ridiculous customer support theyve provided. I pay good money for quality and good service. I got neither.

  Business Response

  Date: 09/30/2022

  Good morning *******, 

  First off, we are very sorry to hear that you are having issues with your SCUF controller. This is not the experience we want you to have with our products. 

  We see that the controller was delivered on June 14th, and we were informed on September 5th that it was defective. We also see that the controller was delivered to us on September 15th so 15 days ago and not 30 days ago. However, we do understand that this is a long time for a repair, and we see that the repair department was asked to expedite the repair, so the controller should be sent back to you very soon. 

  We also show that all of your messages have been responded to. If you are not seeing our replies, we highly recommend checking your SPAM box. 

  Regarding the taxes, we understand that this was very inconvenient and we deeply apologize for the inconvenience. However, taxes are mandatory per each state. We did encounter a technical problem that prevented us to charge taxes on the day of your order, hence the email we sent you and the charge you had.  

  Best regards, 

  Scuf Gaming.

  Customer Answer

  Date: 09/30/2022

  It is not my problem that their repair team is behind, i dont have control over who they staff nor do i really care. When i am told one thing   like when i should be all set with my repair , i expect it to be so. My warranty is running out in the possession of ***************. How am i supposed to trust my controller wont have more issues? After that ill be stuck with a controller that doesnt work and nothing i can do about it.  And when they say they have been answering my emails, they only started answering again because i opened up another help ticket. Idc what happens at this point , the economy is bad right now and i had the opportunity to spend a little extra on what i thought would be quality items with quality service . Theyve lost a customer and im over it. *** spoken to others in my forum about this issue and they are all saying the same things i am. 

  Business Response

  Date: 10/03/2022

  Hello *******,

  We are deeply sorry that you feel that way, and it was never our intention to make you feel like that. 

  All repaired controllers have a new 90-day warranty. If your initial warranty (180-day) is set to expire after the 90-day, we will use that one. We always use the warranty that's the longer. 

  We have also checked again your emails, and we do see that have replied to all of them. Please note that we do reply to all of our customers. We never ignore any requests, it may just take us some time to get to it, and we apologize for any delay. 

  As promised, *********** has been expedited and your controller was shipped back to you today. You should have a received a confirmation email with your tracking number. 

  Best regards, 

  Scuf Gaming.

• Initial Complaint

  Date:08/09/2022

  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.

  Scuf gaming made the error of not charging tax on my order of $272.98 on 4/14/2022. They are now invoicing me on PayPal $21.16 to pay the tax they are saying I owe to them.

  Business Response

  Date: 08/18/2022

  Good morning Sheydon,

  It appears that you are referencing the issue where we did not initially charge sales tax to your original sales order. Sales tax is owed to your state for this transaction, and it's a legal requirement that we collect sales tax at the point of sale.  In this specific case, it appears that collection did not happen. To try and correct this issue, we have notified you of the amount of sales tax owed, and then sent you a PayPal invoice in attempt to collect the owed sales tax. 

  If you're not going to pay the invoice, we don't have another way to collect sales tax for this transaction, and we'll note your response on the original order. In most states where this tax was not collected, the purchaser will owe a use tax to the state, so you may have a tax liability for this purchase based on the state and local tax laws that apply to you.  We recommend you speak to your tax or financial advisor about how to account for this.   

  Best regards, 

  Scuf Gaming.

  Customer Answer

  Date: 08/18/2022

   
  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,
  
  Sheydon *******

• Initial Complaint

  Date:07/29/2022

  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.

  I placed an order from SCUF Gaming around May of 2022 totaling over $400 for 2 gaming controllers. Oder was received in a timely manor and as expected. However on July 12 I was emailed and invoiced for an error in their website regarding sales tax, totaling $35.65. I went to call to understand this issue but they have no active phone service and as of this date 07.29.2022 they still don't. I have continued to email them asking that this error is on their end and they need to be the responsible party and fix it by paying for this error.

  Business Response

  Date: 07/31/2022

  Hello *****,

  First of all, we are truly sorry about the inconvenience regarding the sales tax on your order. It was never our intention to **** your payment method after the order had been placed and delivered. 

  It appears that you are referencing the issue where we did not initially charge sales tax to your original sales order. Sales tax is owed to your state for this transaction, and it's a legal requirement that we collect sales tax at the point of sale. In this specific case, it appears that collection did not happen. To try and correct this issue, we have notified you and charged your payment method to collect the owed sales tax. 

  We also show that you were given a date to return the controllers for a refund, but this date has not been met. We have given you another date, which is August 5th. Please note that unfortunately if the controllers are not returned by that date, we will no longer be able to approve a refund, as the controllers were delivered over 3 months ago. 

  Best regards, 

  Scuf Gaming. 

  Customer Answer

  Date: 08/01/2022

  They failed to tell you, that they would not provide a full refund as I had used the controllers. They also told me every controller is custom built, however no modifications had been requested or done to the controllers I order. Should be a stock controller for them. All they need to do if pay the sales tax as there system incurred the error. 

• Initial Complaint

  Date:07/26/2022

  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.

  On The 28th of April 2022 I placed an order for a Scuf Infinity PlayStation 4 first person shooter controller. The order was paid for and processed that same day. The order was shipped on the 2nd of May 2022, and delivered on the 4th of May 2022. However, today the 26th of July 2022 I received an email from Scuf saying they forgot to add taxes onto my purchase and charged me a second time without my authorization or approval. In their email scuf said not to contact them or customer support because they will not wave any fees. Also, scuf added that part of the terms they are allowed to charge the original card. Unfortunately, when I checked out I never agreed to anything. There was no accept terms and conditions area just a submit order button, nor did I see any terms and conditions while checking out. The seemingly predatory practices of charging customers months after a purchase conducted by Scuf seem very underhanded and shady, and hopefully this will bring attention to it.

  Business Response

  Date: 07/28/2022

  Good morning Clinton,

  When placing an order on our website, you agree to checkout to the Terms of Sale and to using that payment method for the sale. We inadvertently did not collect the sales tax required by state law. The Terms of Sale make you, as the customer, the sales tax your responsibility. We are now collecting that sales tax for that sale (as we are required to do by the state law) using the approved payment method for that sale.

  Please accept our apologies for any inconvenience this may cause.

  Best regards,

  Scuf Gaming. 

• Initial Complaint

  Date:07/26/2022

  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.

  Scuf is charging me taxes from a purchase back in April. I dont authorize these charges its not fault they had a system error this is operating in bad faith and shouldnt be happening

  Business Response

  Date: 07/27/2022

  Good morning *****,

  First of all, we are truly sorry about this matter, and we understand how inconvenient the situation can be. This was definitely not our intention to charge you after your order was delivered. 

  Sales tax is owed to your state for this transaction, and it's a legal requirement that we collect sales tax at the point of sale. In this specific case, it appears that collection did not happen. To correct this issue, we have notified you and charged your payment method for the missing charge. Please note that the purchaser will owe a use tax to the state, so you may have a tax liability for this purchase based on the state and local tax laws that apply to you. We recommend you speak to your tax or financial advisor about how to account for this.   

  Best regards, 

  Scuf Gaming.