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:08/23/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  cc-****** Order confirmation date 5/23/2023, with an estimated production time of **** business days. After those days flew by I noticed that their tracker hadn't updated to any of the next steps. I followed up on 6/5/2023 through their support email and received an estimate of my order being "...painted, clear coated, built, tested, with an estimated send out time of later this month." After a full month (July), I reached back out again on 8/8/2023 and this time they said; "We had a supply chain issue with the boards, however we had them arrive over the weekend. They are being worked on now and I suspect your controller should send out within the next day or two." And as those next few days passed and turned into weeks, nothing from them or not even an update on the tracker. As of today, 8/23/2023, nothing, no update to the tracker. This is getting ridiculous. After paying close to $200 for a custom controller, one starts to fear that I threw that money down the drain or didn't go through a different company. The only resolution I will accept is either my controller I ordered and for Controller Chaos to admit that what their doing is wrong and immoral to their customers.

  Business Response

  Date: 08/25/2023

  Hello, We are sorry for the delay with your order. We are a bit behind in production due to several factors that are not completely in our control. A customer service agent will be reaching out to you very shortly to help find the best resolution for your order. Please feel free to give us a call M-F (9am-5:30pm CST) if you have any additional questions or concerns.    

  Customer Answer

  Date: 08/28/2023

  Complaint: 20512159
  
  I am rejecting this response because:
  
  Although I did receive a call on the 25th regarding my controller. It was the same reason in saying that parts have just arrived, shipping out soon, and in hand the following Friday at the latest (9/1/23). I respect the call and the reassurance that it will be shipped out, but as of the 28th at noon the tracker still shows that it's being assembled. I would like an email with a tracking number when it is shipped out to avoid the website tracker being off in any way. I will update this page when; I hear back, receive my controller, or of any further complications.
  
  Sincerely,
  
  ****** **********

  Customer Answer

  Date: 01/17/2024

  01/17/2023 AB: Called consumer and left a vm. 

  02/01/2024 AB: Spoke to consumer and the issue has been resolved by the business. 

• Initial Complaint

  Date:06/02/2023

  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.

  On 04/28/2023, I ordered a gaming controller from the website controllerchaos.com. According to their website " Normal production time is between 7-14 business days. Rush Processing cuts you to the front of the line and cuts this time in half! Any orders with Rush Processing should expect to be built and shipped within 1-3 business days, dependent upon the level of customization and modifications made to the controller. Any order that needs paint to be applied should expect a minimum of 3 business days to process."
  I did pay the 19.98 for rush processing as I wanted to give this to my son in time for a gaming competition that he is in. It is now June 2nd and I have still not received my order. I have been in contact with Matt from their customer service department, and every time I call him, he has an excuse for why I don't have my order. The excuses have ranged from - 'the information on our website is pre-covid, now it takes us about twice as long', 'the person working on that stage is absent from work' , and now he states that he cannot provide a tracking number, but assures me that the order has been shipped. I worry that I have just thrown $220 down the drain and that this company is just a total scam. I want the controller to show up, or a refund. I would like them to change their website so that the order FAQ's are accurate. there is no chance that their customers are going to receive the product in 1-3 days as their FAQ states. This is false advertising in my opinion. There is a also a banner at the top of the webpage with a countdown timer for when their "sale" ends - as the banner has been on the top of the page since I made the order back in April, I think it's fair to say that there is no sale and that it is only a tactic they are using to create urgency in sales; for products that I am unsure even exist. I think these tactics are immoral and likely illegal. Please help.

  Business Response

  Date: 06/06/2023

  Hello, 

  
  We are very sorry you are not happy with the production time of your custom controller, and we apologize for the delay. The 1-3 days you refer to is only the transit time once the controller is given to Fed-Ex. Every controller is made to order and hand airbrushed, so it takes us some time to produce. Your order was already shipped out via overnight Fed-Ex. Please let us know if you have any other questions or concerns. - Thanks! 

  Customer Answer

  Date: 06/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  their prior response is not true, the controller was not overnighted.  I was told today that FedEx lost the controller and they would be rebuilding a new controller and sending it overnight now.  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 06/06/2023

  Hi ****, 

  Thanks for your time today on the phone. We have overnighted your controller today. Please let us know if you have any questions or concerns once you receive the controller tomorrow. 

  Customer Answer

  Date: 06/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The website states rush processing ships in 1-3 days.  This website needs to change to prevent further consumers from being tricked. 
  
  
  
  Sincerely,
  
  
  ******** *******

• Initial Complaint

  Date:02/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on December 9, 2022. I followed up on 1/7/23, 1/25/23, and 1/31/23. On 1/9/23 they responded saying they were "backed up" but I have received zero responses to my 1/25 and 1/31 communications. I paid $139.98 for a product I still haven't received and something that was promised within 14 business days. I need to know if they do or do not intend on providing the product I purchased so I can move on, file a chargeback with my bank and find a more reliable producer. At this point, I am starting to get nervous about what quality we will be receiving if they can't even respond with a solution. I need an accurate status of finishing the job, and to receive a courtesy discount as it is appropriate at this stage as our order agreement has not been honored by this business.

  Business Response

  Date: 02/06/2023

  Hi *********, 

  Your order will be shipped out very shortly. We are currently experiencing some delays getting ******** products. The controllers are currently in transit to us so the delay won't be much longer. We will also have a customer service agent reach out via phone to explain the current situation. We appreciate your patience.

  Thanks, 

  Controller Chaos

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID. I have since received my product. Thank you.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/03/2023

  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.

  Purchased a custom PS5 controller from this company. It took a while for the controller to get to us, the company said it was due to the QC testing.
  
  We still received a controller that we are unable to use due to the right thumb stick getting stuck in the “6 o’clock” position.
  
  Tried contacting the company so they can honor the warranty. But no reply. We are still under the 60 day warranty as I write this. But I honestly rather get a refund. I wouldn’t trust any products from this company.

  Business Response

  Date: 02/06/2023

  Hi, 

  We are sorry about the issue you are having with your thumbstick. It looks like you sent an email for support over the weekend which is not our normal business hours. Our customer service team tried to reach you via email and phone on 2/6/23 to help get your controller fixed. If you are still experiencing the issues with the contorller please call or email us back during normal business hours.

  Thanks, 

  Controller Chaos

• Initial Complaint

  Date:01/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had placed and order with the company as long ago as 12/30/2022, their advertised processing time for orders is 7-14 business days, it does note that it may take longer depending on the season, which is fair. However, It has been nearly one full month since placing my order, I have emailed their support team on several occasions during this time requesting just and UPDATE as to what is happening with my order, and when the order will ship to me. I had even paid an extra $40 dollars to expedite processing and shipping when the order was placed and it has taken more than double their "regular" time. At this rate I'm already so frustrated with the company that I would not only like my shipping to be refunded but I want to cancel the order entirely. Had I known at all that I would not receive any communication from the business despite making an attempt to contact them for weeks, then I would never have placed the order. The initial event I wanted to receive the item for has already passed and so my need for this order has already come and gone, and I still have no word from the business yet on when I will even receive the item. This entire experience seems at the very least shady, and at the worst a complete scam.

  Business Response

  Date: 02/01/2023

  Hello ******* 

   

  We are sorry about the delay with your order. Things are a bit backlogged from the holiday rush. We have refunded your order per your request. Please feel free to give us a call if you have any other questions or concerns. 

   

  ******* 
  ********** *****

• Initial Complaint

  Date:01/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 30th of September 2022, my partner bought a controller from Controller Chaos that is worth $264.68 with a shipping cost of $39.98; totalling to $304.66 USD. We are from Australia and my partner has enquired about this back in November 2022 where he was told there was staffing issues and that from his complaint, the controller would be sent within 1 week. A month went pass and in December, I also emailed the business to try resolve this issue. The company gave me the wrong tracking number saying it had been delivered. The only tracking number we have that works within the Controller Chaos website is "cc-******." We have not received anything further regarding shipping as it has not even been sent out for shipping after almost 4 months!
  
  My partner also purchased "Rush processing." This has been refunded during my enquiry, otherwise, nothing else has been. In my enquiry back in December, they also promised me that the controller would be sent in 1 week from my email. I understand that it is a busy time of the year with Christmas and NYE, however, I am furious that it has taken so long and it shouldn't have taken until September to the end of the year to ship this. The option of "rush processing" should not even be included in this business as it seems that it is a common issue.
  
  It also is disturbing that this amount of money was spent on this controller and the customers have to enquire and follow up themselves instead of the company emailing regarding the delay and their apologies. I want a full refund of this controller because I am tired of waiting around and asking several times of when this is being delivered.

  Business Response

  Date: 01/04/2023

  Hello, 

   

  We appoligize for the delay with your shipment. We have been very back up from the holiday time. Your controller was shipped out via ****** yesterday. Please see the tracking number below. Let us know if you have any questions or concerns. We are happy to help. 

  Tracking: ************

   

  Thanks, 

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