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:09/22/2024

  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 from Controller Chaos on 6/6/2024. These controllers cost hundreds of dollars. I spent $212.70. The product still has not even shipped. I have contacted the seller multiple times asking what is going on and why this is taking so long via email and phone with no change or often no response or ability to even talk to a person when calling. After contacting the company over email in July 2024, I did finally get a link to be able to check the status, and this has been in the paint department now for months! The last email I sent was this last week on Wednesday asking why this is taking so long. They say they will reply back within 24 hours - Still no response. This feels like a scam.

  Business Response

  Date: 11/12/2024

  We will be issuing a refund to this consumer. 

• Initial Complaint

  Date:08/20/2024

  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'm torn on what to think right now. I have used Controller Chaos a lot in the past and NEVER had issues. I've probably ordered a total of 6 or 7 controllers for myself, friends, and family. But I haven't ordered on in a couple years. Until this year. I ordered a controller in April and have yet to get it. They changed their site which stopped allowing me to track my order. Email worked for a little then that stopped. Up until now I had to call to get update, but as of monday it said i can only email because of high number in call volume. For the past month in a half to two months they keep saying it would be sent in a couple days. That went on for about 3 weeks. Then finally said it would be sent the next day because it was actively being worked on during that phone call (Tuesday Aug 13th). Well it still didn't ship out. Went to call today (friday), they're closed. ****** says open. I get it things can change and not be updated. Well I was going to wait to call until today just in case if something happened to give them time. But also potentially cancel my order. I'm tired of the run around, the stalling, and excuses or reasons why it can't be done. Maybe it's inflation, maybe it's a shortage (which they told me twice they didn't have two different items to build at two different time) but it all is starting to seem fishy. I don't know what has happened to the company but it's ashame.

  Customer Answer

  Date: 11/12/2024

  I got refunded

• Initial Complaint

  Date:07/29/2024

  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.

  On April 25th, 2024, I placed an order for a custom controller for my oldest son for his birthday. $224.76 was my total. About a week before his birthday on 5/14, I started to get nervous that it wouldn't arrive in time so I called Controller Chaos. I was told that it wouldn't arrive for a few more weeks, as they were short staffed and it's a lengthy process. Obviously I was disappointed but things happen. I explained to the guy that I was going to order my younger son a controller as well, for his birthday on 6/14. The guy explained to me that if I ordered the controller by may 20th, it should arrive by his birthday. So on **************, I ordered a second controller for $207.76 At this point, my oldest son's birthday had already passed.About a week or so before my younger sons birthday (6/14) I still did not have either controller, so I called back. I was told that the air brushing process took the longest of all the steps and that they only had one person to do it but that I should have controller 1 in about 2 weeks and controller 2 in about 3-4 weeks. About 3 weeks later, at the end of June i called again and once again explained that I did not have either controller. I was told this time, that they were waiting for the custom parts for the joy sticks on one controller and the other controller is about ready to ship and that I should have them both by the beginning of the following week. It's now been a month since that call. The controllers should have arrived 3 weeks ago. I have been trying to call Controller Chaos since last week and every time I'm 4th caller, 2nd caller, 1st caller and then hung up on after about 20 minutes and the order tracker now says it does not recognize my order.If I cannot get the controllers, I would simply just like my money back because my two boys are still without birthday presents. I just want to give them something they will love. Controller or money. I dont care. Please fix this issue.

  Business Response

  Date: 11/12/2024

  This order was cancelled and refunded on 9/17/2024.

• Initial Complaint

  Date:07/10/2024

  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.

  Order a controller on April 10, 2024 for ******. Order number: ****** I have not received the controller from Controller Chaos. I called and got no response after being on hold for an hour. My first email was on May 8, 2024. Spoke to a representative shortly after that and they stated controller would be mailed in mid June as it was being made. I emailed again on July 1 and have not received a response back. Just emailed again July 10. I would like to know the true status of the order and actually shipping tracking number as I feel as though I've been treated fraudulently because I have not received my order and I am not getting truthful responses regarding the order.

  Business Response

  Date: 07/12/2024

  Hello, 

  We are very sorry for the delay with your order. Gamecube controllers have been difficult to source in the past months. We do have your order ready to ship out. A customer service rep will reach out to you shortly to make sure you are still wanting the order. Thanks!

  Customer Answer

  Date: 07/12/2024

  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.  I am still interested in obtaining the controller.  I would like a date that it will be shipped if possible.   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/28/2024

  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 placed an order on 2/25/2024. As of today (6/28/2024), I have not received the order. I have called multiple times (approximately every 2-3 weeks) and each time I was lied to and told it would be shipping "in the next few days". I believe that I have been scammed. Attached is the original invoice and my call log.

  Business Response

  Date: 07/12/2024

  Hello, 

  Could you please provide your order number so we can look into the issue?

  Customer Answer

  Date: 07/15/2024

  Order Number is cc-179580

  Business Response

  Date: 11/12/2024

  This order was cancelled and refunded on 7/15/2024. 

• Initial Complaint

  Date:06/03/2024

  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.

  Order date: On or before November 24, 2023 Order No.: CC-****** Amount paid: Approximately $230 Item Ordered: A custom PS5 Controller. This controller was supposed to be painted red, with custom controls, and air brushed with the name Titania.The Dispute: I ordered a custom PS5 controller in late November as a Christmas gift for a child. The company assured me that the controller would arrive in time for Christmas. I stayed in contact with the company throughout December, always being reassured that the controller was almost finished and would arrive shortly before or after Christmas. I did not receive the controller until February 21, 2024, however, and when I did, it looked like a generic red controller without the airbrushing I had ordered with the name Titania on it. The paint around the edges of the controller looked messy. Previously, when I would email the company, someone would write back to me with assurances about the pending completion and shipment of the item. When I finally received the item, however, I immediately emailed the company to inform them that I had not received what I had ordered, and this time, the company never responded. The primary point of ordering this custom controller is the supposed artwork that will be airbrushed on it to customize it. The one I received contains no artistic airbrushing. There is no custom name on it. It looks like a controller I could have purchased in the store for much less. I suspect that this is not a legitimate company and is a couple of teenagers trying to run a sham business out of their parents basement. Please warn other consumers.

  Business Response

  Date: 07/12/2024

  Hello ******, 

  We are very sorry to hear you are not happy with the paint quality. You are welcome to send the controller back for a refund. Please send the controller back to the following address and we will process your refund. 

  Controller Chaos

  Order: 178470

  ********************** 

  Maryland Hts, MO 63043

   

  Customer Answer

  Date: 07/16/2024

  Complaint: 21793499
  
  I am rejecting this response because:
  
  The controller was a gift for a child, who, after waiting months for a response from the company about the failure to air brush the childs gamer name onto the controller, has already proceeded to use the controller as is.  Given the companys failure to respond to complaints that I lodged with the company immediately upon receipt, the company should send us a replacement made to the original specifications for which we paid, and upon receipt, we will return the deficient controller.  Otherwise the company should allow the child to keep the controller and simply refund our money for our trouble and great disappointment.  Moreover, the companys response is disappointing in that it apologizes that we were not satisfied with the paint job without acknowledging that the company did not EVEN APPLY the airbrushing for which we paid.  In other words, the companys response implies that we simply did not like their work and fails to acknowledge that the company did not even perform the work in the first place.  The controller is supposed to have a name airbrushed onto it.  It does not.  

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

• Initial Complaint

  Date:04/30/2024

  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 have been getting the runaround from this company for nearly 4 months. I ordered a custom ps4 controller for my son, *****, on January 9, 2024. I didn't receive a confirmation email so I inquired about that on 1/10/24. They responded by sending me a copy of the receipt and said they expected to have it delivered by the end of the month (January). On February 7, 2024, I inquired again as to where the controller is. I did not receive a response. I waited until March 19th to give them more time to ship it and contacted them again. Still... no response. I inquired again on March 26th. I heard from ************ on March 27th saying it was in the last stage of the process and would be shipping early the following week. It is now April 30th. I want the controller or a refund. My son is currently away at college and has been waiting for this for coming on 4 months now. He won't even be there after May 12th, so I'm afraid if this is even a legit company that they will not get it to him before he leaves. Then what?

  Customer Answer

  Date: 05/13/2024

  I filed this two weeks ago and wanted to update in case anyone else is considering purchasing from Controller Chaos. My son is now home from college (where the controller was supposed to be shipped 4 months ago) so the controller won't even reach him IF they ever even send it. It's absolutely ridiculous that this has taken 4 months and several back and forth correspondences of them saying, "we expect it to ship next week." I sent them another email today stating that if I don't receive a response from them today and they aren't prepared to ship it immediately, I will be fighting this charge with my credit card. I was hoping to come back to BBB and report positive news, but unfortunately that is not the case. 

  Business Response

  Date: 05/22/2024

  Hi - We are very sorry about the delay with your order. We will have a customer service rep reach out to you tomorrow (5/23) to get this resolved.

  Customer Answer

  Date: 05/30/2024

  Complaint: 21649235
  
  I am rejecting this response because:
  They did not reach out on 5/23 or any day since then. The last I heard anything was on 5/20. They were going to have a meeting about mine and other peoples controllers (so Im not the only one) the next day and they would be in touch. Still have not been in touch and its been 10 days since then. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/04/2024

  Controller Chaos finally came through! We received our controller yesterday!

• Initial Complaint

  Date:03/28/2024

  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 gaming controller from them in December 2023 and never received it. Unable to get emails returned I always automatically get hung up on after being on hold for 22 minutes.

  Business Response

  Date: 05/21/2024

  The controller was shipped out on April 3, 2024.  It was delivered on April 5, 2024.  The tracking number is ************.

• Initial Complaint

  Date:03/27/2024

  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.

  On 01/06/2024 I put in an order for a custom ps3 controller from Controller Chaos. I was given a receipt and an order tracking number that being cc-******, I wasnt however sent a confirmation email a tracking number or any form of correspondence. After roughly a month I placed a call to customer service to check the status of my order which they told me nearly done and should be to my house in about 2-3 more weeks. I said sounds good and that was that. On 03-20-2024 I sent an email to controller chaos support because their phone line was so busy they werent taking calls now. Their response was an auto generated email asking for 24 hours to respond. I waited a week and in a lapsed judgment sent a more rude email to them this morning and then sat on hold with their phone system telling me I was third in line, second in line and first in line over and over again while periodically hanging up on me. This prompted me believe this isnt even a real company and just a scam website but to my surprise this is an accredited business. I would simply like a genuine **** ps3 controller like promised in the description I couldnt even care less about the design on it anymore, theyre just hard to come by and thats the only reason I bought this from you guys.

  Business Response

  Date: 05/22/2024

  The controller was shipped out and delivered on 4/1/24.

  Customer Answer

  Date: 05/23/2024

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

  Customer Answer

  Date: 05/23/2024

  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:01/13/2024

  Type:Order 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 9/25/23. Order number *********. I paid 324.98 dollars. I have emailed this company at least 1 x a month asking when the controller would be shipped. They replied that it was being polished. Whatever that means is beyond me. The last email from this company was 1/11/24. They thought they were funny by saying " i will update you, as soon as I get a uodate." This controller is for my son. In my opinion they have robbed me. They have committed a theft. I paid them money, I didcnot get my product andcthey jept thevmoney.
  CLOSE THEM DOWN. There are other peoplevout there sending this company for nothing. This is not a custom controller. Please do what ever you can to close them down. I have come to the conclusion thst I will never see a refund,nor a controller.
  ***** I am unable to upload the photos from my phone of the orginal order and all the emails. Everything was done on line. I want my money back and I want the business closed down. The real gamers should know that this company is Fake and Fraudulent.

  Business Response

  Date: 01/17/2024

  Hello - There was a product shortage with the ***** ********. The manufacturer has recently released a new model for the new consoles(PS5). We have responded to your request and refunded your order. Sorry for any inconvenience this may have caused you. Please contact us if you have any further questions.