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Business Profile

Games

Wizards of the Coast

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 134 total complaints in the last 3 years.
    • 71 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:12/18/2024

      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.
      Product arrived with manufactured defect, contacted sender multiple times with no response except the original response, sender was sent all photos with dates and no response ... The product is defective

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair 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.
      On Aug. 6th 2024 I pre-ordered digital and physical content from Wizards of the Coast, shipped through their Scalefast team. My complaint has two main points:1.) As part of this pre-order, and a large factor in my choice to purchase directly through their service was the inclusion of free shipping and handling to "NA" in ************* given their website states "*************: NA". I assumed this claim included ******, however, customer service is refusing to acknowledge that the *** NA code is inaccurate (NA does not represent *************, but rather *******) on their website and then the misleading nature of their description of whether DDU with respect to this inaccuracy on their website. 2.) I was taxed (in the **) for digital content and then taxes (in ******) for physical content. This is expected. However, Scalefast (and therefore Wizards) are inaccurately representing the value of my physical goods when reporting to Canadian customs (they report $67.19 USD instead of $49.99 -- each for three shipments). Either this is gross inflation of the value or, and more likely, they are including the value of the digital content as well within the price. This increase in value to customs increases, wrongfully, the amount of taxing I am paying (and effectively taxes me twice for the digital content).Upon receiving the first shipment of three, I contacted customer support about this issue and tried to resolve it. I asked for a refund on the unexpected expenses which, if I had known about beforehand, would have motivated me to purchase the items elsewhere. **************** has never acknowledged the error on their website or the second point of my claim at any point. It was clear that, at one point, my ticket was closed without resolution and that they are unwilling to address the errors on their end. I have been trying to work with the support team for over two months, but have frequently been ignored.

    • Initial Complaint

      Date:12/15/2024

      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.
      On 09/02/2024 I purchased online from wizards of the coast a product called Festival in a Box for $250 plus tax. The product was promised to be shipped by 09/16/2024 which it WAS. However, I would never receive the product and for some reason, the item was returned to sender. I emailed Wizards about this issue and was asked if I would like a refund or the item resent, I asked for it to be resent. They said it would take up to 4 weeks and once it was sent I would be emailed another tracking number. 4 weeks came and went without and update. Contacted them again and was told I would be contacted by a Scalefast agent about the issue asap and to hang tight. Long story short, I was never contacted by them and have sent several more emails inquiring about the product and never received any new information. Its more than 14 weeks now from the purchase date and almost 12 weeks from when I was to receive the item. They dont seem to want to answer any of my emails directly, give me no information on to why this item was never delivered NOR what is going on and why this is taking so long. Im at my wits end with writing them emails and I even called a few times to no avail. I dont know what to do anymore and refuse to be out $250+

    • Initial Complaint

      Date:12/15/2024

      Type:Service or Repair 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.
      Purchased a deck of MAGIC trading cards produced by Wizards of the Coast and bought through ****************. The deck had numerous cards with printers marks on them making them worthless. *** has a return and replace policy so the product was went to them on September 16th 2024. Never heard from them. After contacting *** and filing a complaint with their customer service ***** was told that they needed me to send pictures of the damaged cards to them. They seem to not realize that they are in physical possession of the items. I have informed them of this and have received no reply other than a repeat of the picture request. I then requested to have the items sent back to me, replaced or not, and have had no response to this request. CoolStuffInc says they can not assist as I do not have possession of the cards.

      Customer Answer

      Date: 01/21/2025

       

      I am doing this on behalf of ****** ********. He had a complaint against Wizards of the Coast. You contacted them and that spurred them into resolving the problem. Thank you! I don't know if this is the case # or the agents # but the ** I was given is; ******** and the BBB agent was BritneyM. Thanks for the help and I we appreciate the services you provide!

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair 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 3 of the Festival in a Box items on August 18th 2024. The item was given a tracking number on September 17, 2024. I waited 2 weeks with no updates to the tracking. At that point I initiated communication with WotC to determine a solution. I was given the option for them to resend the items which would take up to 4 weeks. I waited around 8 weeks before reopening a support ticket with them requesting an update. 2 weeks of follow *** and the company never once initiated any communication with me. At this point I have disputed the charge over ******. This is ridiculous that even after requesting for an update the company could reach out to me over a 2 week period and I am forced to submit a dispute with ****** to get any traction or updates.

    • Initial Complaint

      Date:12/10/2024

      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.
      Only recieved half of order. Sent multiple tickets across the past 2/3 months and have been ignored, or was falsely promised for a resolution that never came. Ticket number *******

    • Initial Complaint

      Date:12/01/2024

      Type:Sales and Advertising 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.
      On Oct 1st 2024 I purchased a product from Wizards of the Coast's website DnDBeyond for their new 2024 Player's Handbook. A physical copy and a digital copy were bundled together for $70.54.I was charged that price and had another charge for $48.05 immediately after.I contacted Wizards of the Coast customer service and got no response for quite some time. When I finally did get a response, the first sentence read, "This message was sent in bulk and your individual ticket was not read by an agent."With no response, I had no recourse but to dispute the $48.05 with my ******************* (*****.) After the chargeback took effect, my account was banned because of it and all of the digital products I've bought over the years (and there are lots of them) are no longer accessible.I can't get ahold of their customer service to iron this out and went to their forums to see if anyone had any suggestions. What I found are pages and pages of similar complaints.

    • Initial Complaint

      Date:11/17/2024

      Type:Sales and Advertising 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.
      The company earns its revenue from advertising one product and delivering another. When one purchases their products, it is advertised that the "rare" cards are randomized in every pack. After spending over $50 on 11/9 for 50 packs with the expectation that I would receive a randomized collection of 50 "rare" cards, it was obvious that their algorithm serves you undesirable "rare" cards; this requires you to have to purchase the desirable rare cards separately. I should receive "rare' wild cards in compensation for the undesirable cards they false advertised.

    • Initial Complaint

      Date:11/17/2024

      Type:Sales and Advertising 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.
      Hello,I am writing to formally lodge a complaint regarding Wizards of the Coasts handling of the Marvel Secret Lair release on 11/4/24. As an avid fan of the Secret Lair series and a loyal customer, I was excited about this release and made every effort to participate in the sale as instructed. Unfortunately, the experience was deeply frustrating and disappointing due to apparent mismanagement by the company.I ensured that I was logged in to the Wizards of the Coast website and signed up for the queue promptly at 9:00 AM, as specified. Despite these efforts, the website became inaccessible almost immediately after the release began. It remained down or unresponsive throughout the critical window of availability, preventing me and many other fans from completing our orders.This lack of preparedness for the volume of interest in such a high-profile release demonstrates poor planning and inadequate server capacity. Considering the significant anticipation surrounding the collaboration with ******, it is difficult to understand why sufficient infrastructure was not in place to support the expected demand. I remained in the queue for over 2 hours and was still unable to make a purchase. This issue has caused significant inconvenience, frustration, and dissatisfaction among loyal customers. I strongly believe that ****************** should address this matter by taking the following actions: Offering affected customers a fair opportunity to purchase the product through a second release or alternative means. Committing to improving website stability and infrastructure for future releases to prevent similar issues.I hope the Better Business Bureau can assist in ensuring that Wizards of the Coast takes appropriate action to rectify this situation and improve their practices for future releases. Customers deserve a smoother and more reliable purchasing experience.Thank you for your attention to this matter. I look forward to your response.

    • Initial Complaint

      Date:11/15/2024

      Type:Delivery 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.
      Ordered a product on August 19th, Estimated to ship September 16th It was lost in the mail. They agreed to send a replacement. It has been 2 months since the estimated shipping date and still no item. They also have not responded to me in weeks after promising to send me a new tracking number for the replacement weeks ago.

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