Complaints

This profile includes complaints for Retro vGames's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Retro vGames

  102 S Richmond St Fleetwood, PA 19522-1511

• 

  Retro vGames

  930 N 4th St Ste 120 Allentown, PA 18102-1971

• 

  Retro vGames

  2121 Union Blvd Allentown, PA 18109-1633

• 

  Retro vGames

  1884 Catasauqua Rd Allentown, PA 18109-3128

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:03/12/2025

  Type:Billing 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 on 2/22/25 with Retro Vgames online and used affirm to pay for it, after my loan was approved, the company retro games sent me an email & told me (via email) they could not process the order, I then called affirm to let them know to cancel the loan and they told me they couldnt however to make a dispute which the result of it was they favored with the merchant which left me with no product and having to pay the loan, I sent affirm all emails from merchant stating order was never processed and proof I never received product due to THEM not processing my order, therefore I did not receive any product however affirm still favored the merchant in the dispute and now I am left paying for something I never received, all I want is for affirm to cancel the loan or request a refund from the merchant since they didnt process my order, I should NOT have to be left paying for a loan from affirm I never used

  Customer Answer

  Date: 03/17/2025

  The business has resolved my issue.

• Initial Complaint

  Date:03/03/2025

  Type:Product 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.

  I ordered from this company, a Wii sports. It is defective and can't read the ** Games. the ** it self is clean. I've tried to put it in both ways, and it gives me an error. Company demanded a video. I provided it and they have said nothing. They had an advertisement on social media, I advised future people shouldn't spend their money here. They blocked me. Instead of helping me i'm out 155. I'm a single mother I got this for my child.... I don't spend 155 dollars often.

• Initial Complaint

  Date:02/28/2025

  Type:Billing 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.

  Date of transaction 12/20/2024 I placed an order online with RetroVGames for a ************** game console with 3-5 Day expedited shipping in the amount of $219.94. I never received the package. The merchant sent tracking link, but it was labeled as an EXCEPTION and **** said NO SUCH NUMBER so it was rerouted and sent back to sender. It was delivered back to *********** kept my package. I shipped my order to my address ***************************************************************** shipped it to an address that did not exist to *****************. I emailed him and said he sent it to the wrong address. He told me I would get a refund and to drop my dispute. I told him I would not drop the dispute but he can fulfill it that way. He said it would take longer but I would get my money back. Then he proceeds to fight the dispute, and falsified documents and committed FRAUD. He got on ****** documents and created a fake order summary with the incorrect address he shipped my package to. Even though I have my real order receipt and summary from them stating that is not true. He also said it was delivered to me and that is not true. You can check the tracking info. The credit card company accepted his fraudulent paperwork and I had to reopen a dispute again. I have in writing I would get a refund, it was sent to the wrong address, and my actually receipt. This guy is a scam artist and a fraud. He committed a felony by providing fake a fake summary to a credit card company and I would like my money back as he promised.

  Business Response

  Date: 03/19/2025

  Date: March 19, 2025
  
  Subject: Response to Complaint ID ******** Ms. ****** ********
  Dear Ms. ************ are writing in response to the complaint filed by Ms. ****** ********, identified by Complaint ID ********. We acknowledge the concerns raised and are committed to resolving this matter in accordance with BBB guidelines.
  
  Complaint Summary:
  Ms. ******** ordered a ************** game console on December 20, 2024, with expedited shipping to her address at ****************************************. The package was reportedly shipped to an incorrect address, "*****************," leading to delivery issues. Ms. ******** asserts that despite communications indicating a refund, she has not received it and alleges that falsified documents were provided during the dispute process.
  
  
  Our Response:
  Order Details and Shipping Address:
  Order Confirmation: Ms. ********** order was processed on December 20, 2024, with the shipping address provided as *****************************************
  Shipping Error: Upon reviewing our records, we acknowledge that the package was mistakenly addressed to "*****************," leading to delivery complications.
  
  
  Communication and Resolution Attempts:
  Initial Contact: We reached out to Ms. ******** on ***uary 1, 2025 via email to ask her in regards to the dispute she had filed with the bank and we notified her of the shipping error. We acknowledged the mistake and assuring her of a full refund upon process completion.
  Refund Process: A refund of $219.94 would be initiated, with an estimated processing time of 7-10 business days once the due process was completed which was shared in the email as seen in the attachment of "Dispute and Email sent - *** 1".
  Dispute Resolution: Since we committed to providing the refund, as seen in the attached named as "Refund Confirmation - *** 4" via email, however, Ms. ******** wanted the refund from our end as well and wanted the dispute with the bank to remain. All we still request is to withdraw the request so we can initiate the full refund from our end.
  
  Addressing Allegations of Falsified Documents:
  Documentation Review: We have thoroughly reviewed all documents submitted during the dispute process. Our records indicate that all information provided was accurate and consistent with our internal records.
  Clarification: Any discrepancies noted by Ms. ******** may have misunderstandings regarding the shipping address or refund processing from our end for which we extremely apologize and have provided assistance in every instance along with informing the process and requesting her understanding over this.
  
  Proposed Resolution:
  We remain committed to resolving this issue amicably and propose the following steps:
  Immediate Refund: *************** has not received the refund as of now and disputed as well with their bank. We've requested her to either get the refund from the bank once we communicate the same to her bank or cancel the request and we would refund her right away. We will initiate an expedited payment to her preferred method.
  
  Alternative Compensation: ******************* prefer, we are willing to offer a replacement console, shipped to the correct address, at no additional cost and with a refund or the expedited shipping cost.
  
  Direct Communication: We invite Ms. ******** to contact us directly at ******************************* to discuss her preferred resolution method.
  Preventive Measures:
  To prevent similar issues in the future, we have implemented the following measures:
  
  Address Verification System: Enhanced our order processing system to verify shipping addresses automatically.
  Staff Training: Conducted additional training for our fulfillment team to ensure accuracy in order processing.
  Customer Communication: Established a proactive communication protocol to update customers on their order status, especially in cases of shipping delays or issues.
  
  We value our customers and are dedicated to providing quality products and services. We hope this response clarifies the situation and demonstrates our commitment to resolving Ms. ********** concerns.
  
  Thank you for your attention to this matter. We look forward to your guidance on the next steps.
  
  Sincerely,
  ***** *****
  Customer ************************start="3265" data-end="3268">************************************************************
  Retro vGames
  *****************************************************************, 19522

• Initial Complaint

  Date:02/20/2025

  Type:Product 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.

  I bought a ******** 3DS on 2/10 with a copy of Pokmon Y. The console was not of the best quality but it works. The game (Pokemon Y) was not shipped with the console as it was marketed to. I had to wait 3 extra days to receive the game. I received the game and it crashes and does not work properly. I asked for a refund or a replacement and they are not helping me resolve this issue.

• Initial Complaint

  Date:01/16/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 for Christmas...received a package after Christmas including a console and a charging cord cut into two pieces...the two games I ordered we not in the package which showed no signs of having been previously opened or damaged by the post office. I have no idea if the gaming console even works because I can't charge it with the defective cord and I gave no games to use in it. They keep replying to emails after several day delays saying they will ship missing defective replacement items, and I have received one game chip, but still no second game or charging cord so I can't test console or game chip.

  Business Response

  Date: 01/22/2025

  Hi *****,
  
  We regret the experience you had with your order.
  
  While our warehouse teams do their best to ship all of the items in one shipment, sometimes, due to the nature of used items, they are not available in one location and we have to ship the item or items separately.
  
  We can also see that your missing items have been shipped to you and our customer support team has shared the tracking information with you. We are going to share it again here: **************************************************************************************************
  
  The estimated delivery date for the missing items is January 22 by 9 PM.
  
  We regret the inconvenience you have faced again and hope that you will give us another chance.
  
  Regards,
  Retro vGames team

  Customer Answer

  Date: 01/24/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22822622
  
  I am rejecting this response because:
  

  The package was delivered 1/23, but it only contained a replacement cord.  I am still missing items from my original order placed over a month ago.  I have not nor have I ever received valid tracking info for anything.  I complained back in December when I received the original tracking and it still shows my order is in process...I assume because there are still items not shipped.  I am still missing the *********************** game and the additional $45 i paid for it to be complete in box...in addition, I have not been able to test the ***** game that arrived last week because I am still charging the unit since I just received the cord last night, and that game was not delivered complete in box.  With the charge for the boxes being $45.00, if you want to refund that amount to me and send the ***** game without the box, I approve that.  Otherwise, I still need the ***** game and two boxes, and when the unit is charged, I will still need to test the ***** game later today.  Please advise.
  
  Regards,
  
  ***** *************
  
  
  
  
  
  
  
  

  
  

• 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.

  On December 14 I ordered a refurbished N64 console, 1 controller, Goldeneye game, memory card, and AV to HDMI adapter. I paid $19.97 for expedited shipping, which for this business is 3-5 days. It is now December 27 and not only have I not received my order but the tracking is useless.I have reached out twice by email asking for the shipping costs to be refunded as we are way out of the 3-5 day shipping window and no refund. In fact, the first email I got make when asking the refund said for me to be patient.I am beyond frustrated at this point. This needs to be fixed or the next demand will be a whole refund.

  Business Response

  Date: 12/28/2024

  Hi Gareth,
  
  We understand your frustration.
  
  In expedited shipping, it is 1 to 2 business days processing and 3 to 5 business days shipping. We can see that your order was placed on December 14 (Saturday) and our team shipped your order on December 17 (Tuesday). The shipping time is only in our hands up to this point. The shipping companies we use are a third-party and we cannot control or influence the shipping time. It can sometimes take them a little longer to deliver an order due to unforeseen circumstances. Delays can occur during holiday season more frequently.
  
  We have still forwarded the request to the concerned team to process a refund for the amount of expedited shipping cost you paid.
  
  Regards,
  Retro vGames team

• Initial Complaint

  Date:11/21/2024

  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.

  We run a small online e-commerce buisness on ****, posh **** and a few others. Retro v games purchased merchandise from us using their **** account. ******************** v games notified us not to include a packaging slip with price or name of our company due the merchandise being a gift. The address we sent it too was not there address. Upon further investigation we discovered the address belongs to a costumer of retro v games who purchased the merchandise from retro v games website. Retro v games doesnt have said merchandise so they purchased it from us. They DROP SHIP the merchandise to another customer without notifying them that its coming from somewhere else. Now the customer is complaining to them about late shipments and drop shipping (because we informed them) and we are receiving negative feedback from retro v games which seriously impacts our business!

  Business Response

  Date: 11/25/2024

  Hi ****,
  
  You have been posting bad reviews on multiple platforms. What you have described in your own words, you are do not have any regard for the common business ethics.
  
  You have been posting bad reviews about our business, spreading false claims, and ''investigates' and reached out to one of our customers as if the information of our customers is out in the open, and then are claiming that we are posting bad reviews which is hurting your business. We implore you to find reason, focus on your own business, and stop trying to defame us.
  
  Regards,
  Retro vGames team

• Initial Complaint

  Date:11/19/2024

  Type:Billing 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.

  I made an order online for 4 video games at a set price on 11/12/2024.Piglet's Big Game for Playstation 2 x 2 copies $85.94 Piglet's Big Game for Gamecube x 2 copies $57.94 Total $143.88 This game was set a reasonable price however the company became aware of the games value post my purchase, cancelled my order, refunded my purchase and then inflated the price to:$134.97 Playstation 2 Copy $209.97 Gamecube Copy This is an obvious deceptive business practice. This company purposefully cancelled my order so they could raise the price of the stock they have online to resell at a larger profit for themselves. They did not honor my order, honor the original price that I purchased this and refunded me in less than a week once they became aware of the game's over inflated value.Because of the new prices set for these games they are out of my price range. It is unacceptable to cancel a customers order with the sole purpose of making a profit.

  Business Response

  Date: 11/25/2024

  Hi ****,
  
  Thank you for taking the time to write the review.
  
  We are sorry to hear about the experience.
  
  We are a small team and, while rare, our stock can run out quicker than our team can keep track of the stock. As most of the items we sell are used, they are not available in retail prices ad the prices depend on what price the owner of the particular item is selling it for. Because of this reason, we are not able to control the prices of the items we sell.
  
  We hope that you understand our reason and accept our apology for the any inconvenience you have faced.
  
  Regards,
  Retro vGames team

  Customer Answer

  Date: 12/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22578566
  
  I am rejecting this response because:

  The timeline of my purchase, the relatively quick refund and the dramatic increase of price from Retrovgames after. Is not remediable with a simple apology it was a blatant obvious deceptive business practice in order to make a larger profit for your company. 
  
  
  Regards,
  
  **** **********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/05/2024

  Hi ****,
  
  Thank you for reaching back.
  
  Because of the reasons described in our last message, we were not able to fulfil your request and there is nothing else we can offer as these items are used and the retail price mechanism does not apply to them.
  
  When stock runs out, the prices of new stock depends on what price the owner is demanding for it.
  
  While we cannot offer you the items at the older prices but we can forward a request for a discount for you on your next purchase to the relevant team.
  
  Please let us know if a discount promo code will be acceptable for you?
  
  Regards,
  Retro vGames team

  Customer Answer

  Date: 12/06/2024

  I accept Retro vGames response contingent upon a 50% discount promo code for a future online purchase from their store. Attached is a word document for BBB and Retro vGames to review as well as my response is pasted here:

  Hello Retro vGames,
  Please see my responses below
  
  Hi ****,
  
  Thank you for reaching back. Thank you for your timely response
  
  Because of the reasons described in our last message, we were not able to fulfil your request and there is nothing else we can offer as these items are used and the retail price mechanism does not apply to them. This is because you raised your prices dramatically upon learning of the games increased interest, when in fact once again I purchased these games BEFORE your organization became aware and did not honor my purchase at the original reasonable price.
  
  When stock runs out, the prices of new stock depends on what price the owner is demanding for it. Once again, the stock never ran out, I monitored your site post purchse and inquired frequently as to when you will ship, within less than a week, your team refunded my order and raised the prices of the games Piglets Big Game. The paper trail of the purchase,the correspondence and the very short timeline confirms these deceptive actions by your business.
  
  While we cannot offer you the items at the older prices but we can forward a request for a discount for you on your next purchase to the relevant team. Yes, I think that would be a fair mediation in light of what transpired.
  
  Please let us know if a discount promo code will be acceptable for you? I would accept a promo discount code for a future purchase on a different game title from your business CONTINGENT it is a worthwhile discount code offer. A 60% to 50% discount code would be fair. Any other discount promo code below would be unsatisifactory. A 50% discount promo code would be fair compromise.
  
  Regards,
  Retro vGames
  
  
  Thank you
  ****
  

  
  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. 
  
  Regards,
  
  **** **********
  

  
  

  Customer Answer

  Date: 01/17/2025

  They have not send me a coupon code. Would you please reopen the ticket and contact this business?
  

  thank you

• Initial Complaint

  Date:09/30/2024

  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.

  RetroVGames refuses to give me a refund on a product I couldn't use (gaming console that was still under previous owners account and could not be used" they keep telling me they will replace it although their return policy is within 30 days and they will give a refund if it is what the customer wants. They first had the item "lost in transit" without any shipping information updated on the website. I had to reach out to get any information. The device was not sent as ordered. Ordered a boxed white console and received an unboxed black console. I paid extra to have it boxed.- Date of transaction: August 9, 2024 - Order number: #****** - Delivered: Sept 16, 2024 (reached out to company on date of delivery)- Purchase amount: $285.97

  Business Response

  Date: 10/08/2024

  Hi Terry.
  
  Thank you for taking the time to leave your review here.
  
  We have checked and can see that you did not reply to the agent's email who was assisting you and never mentioned that you wanted a refund instead of a replacement. We forwarded the request which he then forwarded to the concerned team and we can see that your refund has been processed from our side.If you have not received it already, you should receive it soon.
  
  Regards,
  Retro vGames team

• Initial Complaint

  Date:04/10/2024

  Type:Product 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.

  The initial transaction happened on the 6th of December, I bought an Xbox One from the company and they shipped it to me. When it arrived it didn't work properly. They sent me trouble shooting tips which I tried and I saw they had a 121 day warranty/return policy so I tried various things during that time but it still didn't work. I asked what was required to send it back and they told me, I followed those instructions exactly and when I followed up they told me they needed more information which I didn't have. They say there is nothing they can do about it and they can't track my return, even though I sent the package straight back to their offices with my original order form printed and in the box. They are now brushing me off and refusing to look into it further. I have spent $300 buying and return this Xbox and they take no responsibility for sending a broken product and giving me 'incorrect' return instructions.