Complaints

This profile includes complaints for Wizards of the Coast's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wizards of the Coast

  1107 Lake Washington Blvd N Ste 800 Hazelwood, WA 98056

• 

  Wizards of the Coast

  1801 Lind Ave Renton, WA 98055

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:05/13/2025

  Type:Customer Service 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 had an issue changing my account's email address. During the process of verification and changing it with Customer Support, a fix was applied to my account that has cut me off from accessing Customer Support again altogether. Since then I have experienced numerous issues in-game that have led to frustration and included monetary loss. I have continued attempting to contact Customer Support in a very cordial manner and I have used my time to provide them with a lot of details regarding my issue. It's been 2 weeks with no reply. I have also taken to social media and I have submitted a formal complaint. I am running out of options to get assistance and needless to say my disappointment has just been increasing by the day.

  Business Response

  Date: 05/16/2025

  To whom it may concern,

  Thank you for bringing this matter to our attention. We regret the frustration and inconvenience youve experienced while attempting to update your account information and obtain support from our **************** team.

  Wizards of the Coast takes all customer concerns seriously, and we are committed to providing accessible, responsive support to every member of our community. After reviewing your case internally, it appears that the initial issue stemmed from an unintended technical oversight when your email address was updated. Specifically, the external ID linked to your account was not carried over during the change, which inadvertently disrupted your ability to access Customer Support via our standard channels.

  We understand this error compounded your experience and made it difficult to receive timely assistanceparticularly in light of your continued in-game issues. We recognize your good-faith efforts to reach out in a cordial and detailed manner, and we sincerely apologize for the lack of response over the past two weeks.

  As of this response, we have ensured that your Customer Support access has been fully restored.

  We greatly value your time, your feedback, and your continued interest in our games. Thank you again for your patience and for giving us the opportunity to resolve this matter appropriately.

  Customer Answer

  Date: 05/16/2025

  Wizards,

  I appreciate the explanation regarding the cause of my issue. I hope steps have been taken to ensure this doesn't affect other game players who reach out to your Support team for login assistance. 

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

• Initial Complaint

  Date:05/01/2025

  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.

  Wizards of the Coast (WotC) has a portion of its business called "Secret Lair." They are random, very limited drops of collectible trading cards. On April 1st, they released a card drop for Deadpool. I was able to wait in line for an hour or so to order two of these card packs. I already had a shipment on the way from them of a different card pack (package one) released on March 24th. The first package was set to arrive on April 4th. The package got stuck at the ********** *** facility, and after two weeks of calls to ***, it was found that the zip code was missing a number, and the package had been in a loop in the warehouse. I contacted **** and did not get a response. *** corrected this issue, and the first package arrived at my house. In fear of the second package containing the "Deadpool" cards having the same problem, I alerted *** and WotC of this issue. *** was able to locate the second package after a few days and found the same issue with the second package. *** corrected the zip, but before it could go for delivery. **** requested the package back. This is the first time WotC has done anything with this case. They never responded to the help ticket submitted to them from the first package, but decided to jump in randomly and unannounced. They stated that a replacement package would be sent out. They confirmed my address and sent a replacement package. When the replacement package was out for delivery, **** requested yet again to return it to the company. I called ***, who confirmed that WotC had requested the replacement package back. They issued a refund and finally responded to the support ticket, essentially saying it was my fault and that I needed to move homes to receive packages. I fear they took the cards back to resell or keep within the company employees; their cards have a high resale value, and they never even asked if I wanted a refund. I want the cards I ordered, not a refund. I can not purchase the cards for under double the original price.

  Business Response

  Date: 05/15/2025

  To Whom It May Concern:

  Thank you for the opportunity to respond to the concerns raised by ********************* regarding their recent experience with a Secret Lair product order. We at Wizards understand how important these exclusive collectibles are to our customers, and we sincerely regret the frustration caused by this situation.
  

  After reviewing the matter, we can confirm the following:
  

  Order and Shipping Issues: The customer placed multiple orders with our Secret Lair product line, including one for the Deadpool drop released on April 1st. Unfortunately, both the initial and replacement shipments experienced address formatting issuesspecifically, a digit missing from the provided ZIP code. This led to processing delays and routing errors at *** facilities. We recognize the inconvenience caused and worked with *** to locate and return the affected packages.

  Customer Support Timeline: While the customer initially did not receive timely updates on their ticket, we have identified and addressed the internal communication delays that contributed to the slow response. The customers concern was escalated appropriately once the issue was identified.

  Package Recall and Refund: Due to persistent delivery complications and in accordance with our fulfillment policies, **** requested the return of the affected shipments and issued a full refund to the original method of payment. At no point did **** representatives suggest the customers residence was unsuitable for deliveries. Any miscommunication on that point is sincerely regretted.

  Product Availability: As noted in the complaint, *********** products are intentionally limited-time drops. Once the sales window closes and the print run is finalized, additional copies are not produced. This policy is clearly communicated at the time of purchase. We are unable to fulfill replacement orders once product inventory is exhausted or recalled for quality control or other fulfillment purposes.

  Allegation of Resale or Internal Misconduct: We categorically deny any implication that returned products are diverted for employee use or resale. Wizards of the Coast maintains strict internal policies and auditing practices to ensure integrity in product handling, especially with limited-run items.
  

  We recognize and empathize with the customers disappointment at not receiving the specific product ordered. While we are unable to provide a replacement due to the products limited nature, a full refund has been processed to resolve the matter financially. We remain committed to improving our service experience and appreciate feedback that helps us identify areas of concern. Should the customer have additional unresolved questions, they are welcome to contact our customer support team directly at:
  
  ******************************************************************************************************************************************************************************

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23276160
  
  I am rejecting this response because:

  There is information in the companies response that is inaccurate. As it should have been mentioned, *** confirmed that the replacement package was recalled by the company before it delivered by ************. This was not done or initiated by ***, I was in contact with *** daily with these shipping issues and they can provide this evidence if needed. The only reason the first package made it to me was through the efforts of myself and *** alone. The company has ignored and directed the conversation elsewhere multiple times when asked why they did this to the replacement package. I will happily involve *** if the need arises to better see what the true nature was for WotC recalling the replacement package with no justification or alert to me of this happening. *** stated that the replacement package was fine and was on the correct schedule for delivery until they received word from the company to send it back to them.

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

• Initial Complaint

  Date:04/07/2025

  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.

  Wizarda of The Coast had an event within their client MTG Arena called 'Arena Direct', in which a player can win physical product.A player can enter this event using 5000 'Gems' which is a currency within the client that I bought multple times to enter the event about 6 times, costing me well over 100$.I won the 'Duskmourn'' January event twice, which would've warranted a reward of a total of 4 physical "Duskmourn Play Booster Boxes" worth about 500$.Since then I tried contacting **** to get my reward, first there was a misunderstanding in which they thought I wanted to ship my reward to ******, where they do not ship to, after I explained I wanted to ship my reward within the U.S, that was resolved.Since then I tried to contact them multiple times, getting non-answers. The last time I tried to contact ****, was March 27, 2025, it's been 10 days since, and I haven't heard from the company about the topic.This is essentially just stealing my money.

• Initial Complaint

  Date:03/28/2025

  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.

  Order number: ******** Order date: 2025-03-24 22:29:03 The day I went to make this order I had a 4th item in my cart. The business had a web outage that day, taking the sales website down for several hours. When it came back up, that item was removed from my cart and I was charged for shipping. I tried to work with their customer service, but they denied all requests I had, which are in the following order:1. I would pay for that 4th item and receive it 2. If that's not possible, please refund just the shipping fee 3. If that's not possible, please cancel and refund the order They are claiming the order can't be canceled despite me sending them a link to their own FAQ that provides instructions on how to cancel an order. This does seem to conflict with other information on their help page.

• Initial Complaint

  Date:03/28/2025

  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 have spent over $300 on Wizard's of the Coast game, "Magic the Gathering: Arena" on their in-game currency, "Gems". My own ledger has a conflict with what they are showing in-game, so I requested a transaction log of my Gem purchases, rewards, and spending for the past 90 days.I have now submitted this request multiple times, and each time their customer service simply gives an automated "Thank you for your feedback" response, rather than providing me with the requested information. I have had other technical issues addressed through this communication method, which means they are intentionally avoiding sending the receipts for how this currency has been managed in their system. This is unacceptable behavior when we are talking about transactions that involve real money and a company who is unwilling to provide their customers with the actual records on those transactions to validate that they have been processed and accounted for correctly.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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.

  An incorrect item was ordered and when immediately asking to cancel the order they said it was final. The incorrect item was ordered after their website crashed immediately upon the sale going live causing me to be later in the checkout queue, website was out for 3 hours, queue starts back up and my selected item is still in stock, and then when I can finally checkout the item is out of stock. In a panic, since they only give you 10 minutes, I selected the wrong thing. Mere seconds after the order I placed the correct one and requested it to be canceled.They also say they respond within 24 hours, however, we are now past that time frame. All I requested was to immediately cancel, their product would still sell or be used for when someone receives a misprint (which happened frequently).

• Initial Complaint

  Date:03/21/2025

  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 could not fit the entire complaint and timeline into 2000 characters so I screenshotted my full report and uploaded them as files complaint pic 1 and complaint pic 2. You'll also find attached all necessary screenshots that are referenced in the complaint. I believe store credit is probably the settlement that makes the most sense here, as I am not looking for a literal dollar amount, just that my wildcards and in game currency are returned to me.The dollar amount could be anywhere between 200$-300$ USD as I cannot check exactly what I spent. I have asked them to provide that to me but they will not so I left the option empty as to not provide a number without context.

• Initial Complaint

  Date:03/16/2025

  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.

  Opened ********* account via Apple app store in July 2021, with the username MAGA2024. **** accepted this username with no objections, allowing it to continue until 4 March 2025, when I was informed by Support that my username violated the Code of Conduct ( You may not include derogatory, hateful, offensive, or misleading terms in your username or identifier). I responded, asking for my username to be restored or to be given and explanation as to how it violated the Code of Conduct. They responded telling me they would not respond further, and that the only option I had was to send physical mail to their legal department, claiming that I stated an intent to take legal action. I stated no such intent, and sought to explicitly clarify this in subsequent emails, which were ignored. I believe this is an attempt to frustrate and demoralize customers with the expectation that they will simply give ***** the nearly four years have held this account (with the username MAGA2024), have spent $3,178.00 on in-game content. I have been a top-ranked player more seasons than not, and I feel a personal investment in my username. Now, because of the capricious and arbitrary- likely ideologically driven- censorship of a harmless username, that is all gone.I would like: 1) my username restored, 2) a written explanation as to how, exactly, MAGA2024 is derogatory, hateful, offensive, or misleading, or 3) a REFUND of the $3,178.00 USD that I have invested in in-app content for Magic the Gathering Arena.

• 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.

  the Coasts Secret Lair within seconds of it going live. At the time of my purchase, I was promised an Arcane Signet (Earths Mightiest Emblem) as part of the promotion. After waiting nearly four months for my order to arrive, the promo card was missing.I reached out to Wizards of the Coast customer service and provided all requested information (order number ********, shipping details, etc.). Instead of receiving real assistance, I was given generic copy-paste responses, my tickets were closed without resolution, and my inquiries were merged into other tickets without explanation. After several emails, I was finally told that the promo was while supplies last and no longer availabledespite it being included in my order confirmation at the time of purchase.This is deceptive and misleading business practice. If Wizards of the Coast knew they couldnt fulfill the promo card, they should have notified me before shipping my order, offering a replacement or refund. Instead, they strung me along for months and dismissed my concerns.I am requesting that Wizards of the Coast either:1.Send me the missing Arcane Signet (Earths Mightiest Emblem) promo that was promised in my order, or 2.Provide fair compensation (such as a refund or store credit) for their failure to fulfill the advertised purchase.I hope Wizards of the Coast takes this complaint seriously and improves their customer service process.Desired Resolution:Provide the missing Arcane Signet promo OR issue a refund/compensation

• Initial Complaint

  Date:01/03/2025

  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 an online order for three books on 12/25/2024 late in the evening to be delivered both digitally and physically. When placing the order online my account was pre-authorized for the full amount of ******, and then within 2 hours of the order being placed and the pre-authorization hitting my account the business attempted to charge my account for the books being physically shipped out, however the pre-authorization had not fallen off yet so the payment request failed. This has now caused the order to be split up into groups, the digital copies that I now have paid for, the physical copies were attempted to be charged while the pre-authorization amount was still present on my account, and a book (digital and physical) that has been pre-ordered and due to be released in February 2025. When I noticed this in the morning I generated a help ticket using there online platform (ticket number *******) requesting that they attempt the charge again now that they pre-authorization has cleared. That was over a week ago at this point and still have not heard anything. When purchasing these books in the way I did (as a bundle and both physical and digital) there is a discounted rate for these books which is why I need to get this resolved instead of setting up a new order. All I want them to do, aside from acknowledging the request I submitted over a week ago, is run the failed payment again since the pre-authorization has now fallen off, and in doing so it should complete the order correctly. If that is not possible on there end, I need them to cancel the ENTIRE order and I will attempt to reorder again using there site (although I am not too happy if that is the only solution).

  Customer Answer

  Date: 01/08/2025

  Hello BBB,

   

  Thank you for your support. Wizards of the Coast reached out to me via their online support portal and issued me a refund, although this was my least preferred option, I have happy it has been resolved and I have been made square. Please consider this complaint closed. Let me know if your need any other information from me. Thank you again. 

   

  ******* ****