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:01/20/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 son, ****** ****, phone **********, address *****************************************************, ordered a custom controller from Controller Chaos. The payment of $192.96 cleared the bank on January 8, 2025 and was paid to Controller Chaos. He also paid for expedited shipping. He still has not received the controller or any tracking information by email. We have called numerous times and never get through, after holding for very long periods of time. I have emailed twice and no response. He wants to know if they are going to ship his controller that he already paid for or refund his money.

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a custom order on December 4th and it is now January 13th and i havent received an email or anything. Ive emailed them several times to one response on christmas eve telling me that it wouldnt be here for christmas and that they could send a letter saying that. i told them that was fine and thought itd be here the next few weeks. Ive emailed them several times since to no response.

  Business Response

  Date: 01/17/2025

  Hello, Your order is currently in our tech department being assembled. Your order will ship out very shortly. A customer service agent will reach out to you via phone and email to provide this same update. Please let us know if you have any other questions. Thanks! - Controller Chaos

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 01/27/2025

  I finally got my controller for it to be not what i ordered. the color was incorrect and i had additionally had a ***** dollar upgrade added to it. i want a refund for the special colorway that was incorrect and for the paddles they didnt put on it.

  Customer Answer

  Date: 02/19/2025

  2/19/2025 PE:  Phoned consumer and left msg with my contact information.  Followed up with an email with call scheduling link for a time to discuss case.

  2/19/2025 PE:  Email from Caelyn requesting mediation via email and not phone.  Emailed her back to confirm and ask about desired resolution and to confirm order number.

  2/20/2025 PE:  Email from Caelyn with receipt stating that she paid for paddles and didn't receive them and didn't get the color that she wanted and paid for also.  Total $30.

  2/25/2025 PE:  Emailed Caelyn and asked her permission to request a $30 refund for the the specifics that she paid for and didn't receive.  Waiting for a response.  She does not want to be called.  All communication through email.

  2/25/2025 PE:  Email from Caelyn to move forward to request a $30 refund.

   

  Business Response

  Date: 02/26/2025

  2/26/2025 PE:  Email to business requesting a $30 refund for the paddles and custom color the consumer paid for and didn't receive.

  3/4/2025 PE:  Second email to the business requesting a $30 refund to the consumer. 

  3/11/2025 PE:  Phone call into **** ***** requesting the $30 refund to the consumer.

  Business Response

  Date: 07/14/2025

  Hello. 
  We have seen the complaint issue and will be reaching back out to you to resolve the pending issue. Thank you

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution as long as they actually reach out to me. If they do not, I will be filing another complaint. I just want my money back.
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/13/2025

  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 11/24 and haven't received it. They sent me a lame letter from Santa to explain to my child why I wouldn't have it... Now it's been almost 2 months and they are not responding, not answering the phones and not changed the status of my order. I will be disputing the charge with my credit card company as I feel certain they'll be unresponsive to a refund request.

  Business Response

  Date: 01/17/2025

  Hi, Your order has been cancelled and refund to the orginal payment method. Please let us know if we can help with anything else. - Controller Chaos

• Initial Complaint

  Date:01/09/2025

  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.

  Ordered a controller on December 22,2024.According to their tracking update-it has NoT shipped.Their toll number does not result In ever speaking to a live person. Emails are not responded to.I want to cancel my order and receive a refund ASAP.

  Business Response

  Date: 01/17/2025

  Hello, sorry for the delay with your order! Due to the holiday rush production got a bit back up. Your order was refunded on 1/13/25. Please let us know if you need anything else. - Controller Chaos

• Initial Complaint

  Date:01/03/2025

  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 custom controller from controller chaos on December 16th for $260.00. I paid for expedited delivery so I could get it before christmas and have received no controller and no contact from the company. I have emailed them 2 times and called several. Every time I call I get put on hold and told I'm the 3rd caller in line. Then when it gets to my turn they hang up on me. They won't respond by email or phone. I want a refund.

  Business Response

  Date: 01/08/2025

  We apologize for the order taking longer than expected. There has been a refund process already started for this order. Thank you.

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service 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.

  Buyers beware! DO NOT order from Controller Chaos! I wish I had done better research about Controller Chaos before ordering from them!On 12/11/2024, I ordered a Sundazed (XBX) controller for my son's Christmas gift. Shipping at the time was 4-10 business days so I felt confident it would arrive in time for Christmas morning. I did not receive any shipping notifications and emailed the company on 12/23/24 to check shipping status. I wrapped a photo of the controller for my son so he would have something to open Christmas morning. It is now 1/2/2025 and I have sent 2 additional emails without any company response. I have also called customer service multiple times only to be kept on hold for 20+ minutes with an automated voice telling me that I'm "customer #2 in line and wait time will be 8 minutes, etc". Then after holding, the automated voice tells me that they are experiencing higher call volume and to call back later. The system then hangs up on me. I have opened a dispute with my credit card to hopefully get my money back. I feel this company is a scam and that they have put a lot of time into making themselves look legit. Don't be fooled like I was.

  Business Response

  Date: 01/08/2025

  We apologize for the order not making it out to you in time for the holidays as we do try to inform customers of a potential increase in production time during the holiday season. We do see that there is already a refund process that has been started on this order, but if there are any further issues that need to be address, please reach out to us at **************.

• Initial Complaint

  Date:12/27/2024

  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 in November! Ive begged for a refund as it was a Christmas present and it would never be here in time. They keep responding that its moving through their slow process. But it hasnt even updated with the tracker. And now that *** asked for a refund from them and through my bank. Its crickets

  Business Response

  Date: 12/31/2024

  It looks like the refund process has already been started for the order number associated with what is provided here. Please allow 3-10 business days for the refund to be completed. If there are any issue concerning with the refund after that time slot, please reach back out to us through phone at ************** or our email at ******************************** Thank you.

  Customer Answer

  Date: 01/04/2025

  I want proof my refund has been started as all communication has been that they couldnt do a refund since I requested something from my bank. And this was prior to contacting better business bureau. My account on there website says paid and unfulfilled. It doesnt say refund. They have had my money since November with no product. 

  Customer Answer

  Date: 01/08/2025

  Complaint: 22738411
  
  I have reviewed the business' response and am rejecting it because:
  I have yet to receive proof the refund has started. I have yet to receive my refund. It does not take 10 days to give a refund. I want my money now. My next step will be the police. 
  
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 01/08/2025

  There is no good faith. They are saying there is a chargeback on my card for the charge. This charge was in November. I have done nothing but request my refund. Now they are saying they cant do anything and they cant even select refund. 

  Customer Answer

  Date: 01/17/2025

  I was told to come back if no refund has been issued by now. And I have not gotten my refund.

  Business Response

  Date: 01/17/2025

  Hi, We will have a customer service agent reach out to you to get this handled accordingly. Thanks - Controller Chaos

• Initial Complaint

  Date:12/26/2024

  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.

  Company seems to be in over its head with trying to fulfill orders. I was promised my item would be shipped by Christmas. But I see it hasn't even been painted yet. Hundreds of customers I see complaining on their social media sites saying their orders haven't been delivered and it's been several months. Promising a product at a certain delivery window and failing to meet that is why I'm requesting a refund.

  Business Response

  Date: 01/17/2025

  Hello, Sorry for the delay with you order. Due to the order volumes during the holiday orders were running behind. The refund was processed on 1/8/25. Transaction id: *****************. Please let us know if you have any further questions.

• Initial Complaint

  Date:12/11/2024

  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 purchased a controller from Controller Chaos on 5/19/2024. According to the online order tracker that was available at the time, the controller spent 2-3 months in the paint department. After calling multiple times and being told that it was in assembly, they order was finally moved to the assembly stage. I expected that the process could take up to 3 months based on a previous order I had received. I have called several times since the controller was moved to the assembly stage. Different responses I have received included, staffing shortages and backordered parts. I understand that businesses can have staffing and supply chain issues. However, I have talked to their customer service at least 4 times since October. Each time I am told that the controller is ready and will be sent out in the next couple days. The dates of these calls were, 10/07/2024, 11/01/2024, 11/15/2024, 11/26/2024. I tried to space the calls out ot give them time to send the controller like they said they were going ***** is now 12/11/2024 and the controller has yet to be shipped and there is no email confirmation that the shipping process has even been started. I made additional attempts to reach out to them by phone today on 12/11/2024. Each time I have been the "1st caller in line". However, I have been left on hold for over 20 mins 3 times today. Each time the call reaches just over 20 min, the automated response says there are "high call volumes" and auto ends the call. Not sure why it would hang up for "high call volume" when I'm the only one in line.This controller was supposed to be a gift for someone months ago, and I am still waiting to receive it. I am simply seeking the delivery of the controller that was purchased.

  Business Response

  Date: 12/17/2024

  We apologize about the delay of the custom controller and the issues surrounding those delays. We would love to help complete and fulfill the order for you and get through the current delay on your controller. If you could reach out to us at our email at ******************************* we will be able to take a closer look at the current delay of your controller and help to complete the order.

  Customer Answer

  Date: 12/18/2024

  Complaint: 22675184
  
  I have reviewed the business' response and am rejecting it because:
  
  I have reached out to them through email as requested. They have responded about finishing up the order. I will leave this open until the product have been delivered. 

  
  Sincerely,
  
  Kyoto Wolfcrow

  Business Response

  Date: 12/19/2024

  We appreciate the patience while we work on the order and get the delay issue resolved surrounding your controller. Thank you for reaching out to us and we will continue to work on your controller. 

  Customer Answer

  Date: 12/27/2024

  The complaint was left open due to the issue still not reaching a resolution yet. The response from the company was the same runaround response as previous attempts to reach out to them by phone. Until the item is delivered this should stay open.

  Also, it has been 2 weeks since last contacted by the company and the item has yet to be sent out.

  Business Response

  Date: 12/31/2024

  We are working on getting your custom controller out to you and appreciate your patience while we resolve this issue.

  Customer Answer

  Date: 12/31/2024

  Complaint: 22675184
  
  I have reviewed the business' response and am rejecting it because:

  
  As of 12/31/2024, the item has not been delivered and there has been no notice of it being sent yet.
  
  
  Sincerely,
  
  Kyoto Wolfcrow

  Business Response

  Date: 01/08/2025

  Your controller is nearing completion and is in the last stage before it can be sent out. We appreciate your patience as we continue to work on your order.

  Customer Answer

  Date: 01/09/2025

  Complaint: 22675184

  I have reviewed the business' response and am rejecting it because:

  A similar response was given on December 16. I have attached the email for reference. I understand that December is a busy time of year with potentially a large a amount of orders.

  I appreciate the update that the controller is still in the final stage.

  However, I am leaving this dispute open until the item has been received.

  
  Sincerely,
  
  Kyoto Wolfcrow

  Customer Answer

  Date: 01/27/2025

  I am sending this message to ensure the case is still open.

  As of 1/26/2025, the item still has not been received. There has also been no message of it being sent out.

  I had sent an email to the company on 1/8/205 that inquired about what the final stage was and have not received a response at this time.

  Attached is a screenshot of the email that was sent.

  I am concerned that this item will never get sent out due to it being so long since it was ordered (5/19/2024).

  Customer Answer

  Date: 01/27/2025

  1/27/2025 PE:  Spoke with the consumer.  He would prefer for the company to complete and ship his custom gaming control.  He has gotten mixed messages from the company:   earlier that it was completed and most recently that they are working on it.  I told him I would reach out to the company via email on his behalf.

  1/28/2025 PE:  Emailed the consumer asking for an order number associated with the purchase from Controller Chaos; inquired if perhaps the purchase could have been made under another name.

  1/28/2025 PE:  Information obtained from the consumer:  Order# : CC-179962   There is a chance the order was under the name ******* ********.

  1/30/2025 PE:  Emailed the consumer and provided him with the tracking number of the package; informed him that the package was mailed today.

  2/4/2025 PE:  Have been in communication with the consumer.  He is following the tracking number.  I advised him to let me know when he receives the package and that the controller works properly.  When that happens, I'll send the case to BB for closing.

  2/7/2025 PE:  Consumer received controller but it is missing features that he specifically ordered.  He is sending it back to the company to have it adjusted with the specifics that he requested.

  2/19/2025 PE:  Consumer emailed that he is working with the company to resend the controller.  I told him we would close the case but if he had any issues to reach back out.

   

  Business Response

  Date: 01/27/2025

  1/27/2025 PE:  Email to business asking for delivery of the custom gaming system to the consumer.  Used the Calendy app for scheduling a time to discuss.

  1/29/2025 PE:  Email from business asking for an order number from the consumer.  Having trouble finding the customer's name in their orders.

  1/29/205 PE:  Information obtained from the consumer was sent to the business: Order# : CC-179962  There is a chance the order was under the name ******* ********.

  1/29/2025 PE:  Email from business inquiring whether the consumer would prefer the product or a refund.  Referenced the consumer mediation notes and found that the consumer would prefer the product.  Emailed the business back to that effect.

  1/30/2025 PE:  Email from company stating that the product has been shipped.  Provided tracking number to USPS.  9400111206211171147317

  2/4/2025 PE:  Have been tracking package.  It is in the system, but not yet delivered to consumer.  

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a custom controller from controller chaos in September for my little cousins birthday and they have been taking to long so I asked for my controller or my money back and on the second of December they told me I'd get a refund and it's almost been 2 weeks and I still don't have my money

  Business Response

  Date: 12/17/2024

  We apologize for the custom service not being met to your expectations, but would love to help resolve the issue concerning the refund. We can take a look into what may be going on with your refund if you could reach out to us at ******************************** Thank you.