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Business Profile

Games

Retro vGames

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Games.

Complaints

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

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    Customer Complaints Summary

    • 81 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2024

      Type:Delivery Issues
      Status:
      Answered
      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 ******** ************************************* November of 2023. The item was shipped but never delievered due to an issue with ***** I followed up with **** and Merchant multiple times over the course of the last 5 months trying to get a refund or my product. They told me I had to file a claim with **** about a lost package, but **** said the merchant didnt insure the shipment and this option wasnt provided to me either so there is nothing **** can do. I told the merchant this and since I told them I havent heard anything from them over the last 2 months. They still have the audacity to fill my inbox up with promotions and advertising but wont respond about this issue. At this point they are basically stealing from me, and after reading reviews this is extremely common. Im honestly really surprised that so many businesses are able to operate the way they do. I just want a refund or my original product I paid for.

      Business Response

      Date: 03/31/2024

      To whom it may concern,

      We would like to respond to this complaint by the customer. Yes, the shipment was lost in transit and we have communicated with **** but **** is not cooperating as they are very known in doing. We advised customer that we will be sending a replacement and the customer agreed based on our conversation 19 days ago. The customer already received a replacement console so not sure what is the reason for this complaint when it was supposedly be resolved already.

      Regards,
      Retro vGames Support

    • Initial Complaint

      Date:03/06/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      This company sent me a defective retro gaming console. It took them 2-3 weeks to finally respond to my request to be sent a replacement. They provided the return label finally, and I sent the gaming system back. I have not gotten a single update nor answer on replacing the product and I sent it back 5 weeks ago. The product cost me over $400 to purchase along with games and accessories combined.

      Customer Answer

      Date: 03/22/2024

      Attached is the original receipt/order placed for the ******** GameCube console system that the company refuses to reimburse the full amount for. They have only provided a refund of half the amount and this is not acceptable. Ive been fighting for my full refund back since December 2023-January 2024 timeframe. They refused to refund me and gaslighted me into accepting an exchange, of which I never received a replacement for. Im asking for the full refund amount of $278.97 now regardless of whether or not it comes bundled with the controllers for simply refusing to keep me informed and providing the worst customer experience Ive ever had from a company. Its not about the money I paid for their product, its about the concept of how horribly I have been treated by the companys customer service team and how they are selling a faulty product/products. 

    • Initial Complaint

      Date:02/29/2024

      Type:Product Issues
      Status:
      Unanswered
      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 Feb 22 from them. A console and two games. Paid the amount of $321 and also paid expedited shipping. Received no correspondence with tracking information as stated after purchase was made. Contacted them and received console which does NOT WORK. Will not even turn on. Games have been shipped to someone in FL and ***** which I am in Pa. I have called and texted this company several times and I keep getting the same generic message. I asked for a full refund before taking this matter up with my bank. They will not give me any answers as to what happened and I went and read reviews and I understand now why they have very little customers that have liked their products. There are many people like me in the same situation with this so called company. I want a refund and I will continue to make complaints until they resolve this matter. They are very shady and wouldn't ever recommend anyone to but off of them. Their customers service skills lack great attention and only care about stealing your money and sending you absolute garbage if your lucky to get anything at all!!!!

    • Initial Complaint

      Date:02/24/2024

      Type:Product Issues
      Status:
      Resolved
      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 purchased a game system and games for our daughter and she couldnt get it to work. Requested a refund and followed all their steps including a photo of everything that was returned. They received our package on January 2 and several phone calls and online chats have gotten us nowhere. Our order number was ******. Thank you.

    • Initial Complaint

      Date:02/23/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 guitar hero wireless guitar from this company. This company sold the guitar separately from the dongle and I understood that. When I was browsing the item there was an option for an additional 80 dollar charge to include the dongle. I chose that option and was charged an additional 80 dollars. Of course when my package arrived there was no dongle. I promptly emailed them. And they told me that in the item description it clearly states that this item didnt come with a dongle. Thats great and all but why do they have the option to include it with the item? So they basically just took my 80 dollars and told me the product simply didnt come with one. This whole company seems like a scam. So they bait people into buying items that they dont have? Im not sure how they are still operating based on all the nightmare stories Ive been reading.

    • Initial Complaint

      Date:02/14/2024

      Type:Product Issues
      Status:
      Unanswered
      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 console, 2 controllers, and 1 Zelda **** from this company. It was advertised all their products were "in mint condition." After a significant delay, I finally received the shipments. The controllers had stuck buttons, the console was both visibly worn and had damage to the degree it cannot even be powered on, and the **** itself is not labelled as the correct ****.I reached out to the business within 30 days as they request by both email and the form on their website. When they responded, it was to state there would be a 10% restocking fee for me to receive a refund, and I would have to pay the return shipping. This is NOT how this is explained on their website as a condition of refund for defective products. I would've rather had the correct items and not have a ruined birthday gift to have given, much to the receivers disappointment. I do not trust this company who uses third parties to send "their" merchandise, to resend me the product, nor does the intended recipient of these items after seeing the state the originals arrived in.I contacted the company to insist on a full refund and have had no reply.

    • Initial Complaint

      Date:02/02/2024

      Type:Product Issues
      Status:
      Resolved
      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 1/28/24 I ordered an original Playstation 1 with 2 original controllers off RetroVGames.com. Total cost $118.22 On 1/31/24 I received a text message stating that they no longer had any Playstation 1 units as shown on their website so instead they had sent me a PS1 slim, a much less valuable model. They didn't ask if they could send it, they just did. I immediately replied this was not acceptable and stated I required a full refund as well as a return label to send them this unit back. They agreed to this via the text thread. Next day 2/1/24 they offered me a 5% discount to keep the lesser product. I refused and said I would open a dispute if they did not honor the refund and return label, to which they again agreed to. That evening a package arrived with only a power cord and video hookup cord. Today 2/2/24 the package arrived including not only the PS1 slim, which was not what I ordered, but the included controllers were for a PS2 and are ?imsy 3rd party units which are worth very little. This was drop shipped from some place in *****, so all the stuff on their website about personally refurbishing the system is a lie.Again I was promised original equipment PlayStation 1 controllers, they drop shipped a later cheaper model and knockoff controllers - without consent. I texted, called and emailed asking them to send the return label as well as initiate a refund and I would send the bait-and-switched equipment back. No reply. Upon further research they are notorious for this. If they issue a refund and supply a shipping label I will send back what was sent to me.

      Customer Answer

      Date: 02/16/2024

      After this BBB complaint and one made to the ************ AG I was issued a full refund for my purchase on 2/13/24. I consider the matter resolved.

      Customer Answer

      Date: 03/13/2024

      Refund was issued after company was informed that I filed complaints with BBB and ************ AG. 

    • Initial Complaint

      Date:01/25/2024

      Type:Product Issues
      Status:
      Unanswered
      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 NCAA Football 06 for the PS2 on 1/14/24. The disc arrived with fingerprints all over the read side and will not load past the title screen. I emailed their help group and received no response. Upon further review of online sources, such as the BBB, I've now learned that this company is not reputable at all. I've filed a credit card dispute in an attempt to get my money back.

    • Initial Complaint

      Date:01/23/2024

      Type:Product Issues
      Status:
      Unanswered
      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 wife purchased a "refurbished" 3DS with two games as a birthday present for me. Upon attempting to use the unit, the games would not load. After a full day of frustration, we requested a refund. RetroVGames agreed to a refund and provided instructions and a shipping address. I sent it out the next day. We received confirmation of delivery from ***** but no contact from RetroVGames. After several attempts to contact them, we were successful, but they explained that it takes 11 business days after receipt to process a refund. It has been 13 business days with no refund and no success in contacting the business. I am considering my legal options, but would prefer a simple refund.

    • Initial Complaint

      Date:01/21/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      Dec 25/23 I ordered a video game called Dragon ball fusion, $131.17. I went to the website to get the tracking number on Dec 28/23 and it said refunded. They did not have any in stock. I have not been refunded and I am filing a dispute with my credit card company. I have emailed, chatted and argued on the phone with them and they just keep insisting that I have been refunded. The charges on the card prove that is false.

    Retro vGames is NOT a BBB Accredited Business.

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