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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

    • 133 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:11/10/2024

      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.
      Preordered a product festival in a box 2024Still havent received a update after months of emails and being ignored

    • Initial Complaint

      Date:11/08/2024

      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 September 16th, 2024 I placed an order for three physical books and three **** of those books. The order got messed up and I was double-charged for the ***** I have submitted at least three or four help tickets requesting a refund for one copy of the **** and have received no responses beyond emails stating the company is experiencing a high volume of help tickets. I feel I have given them more than enough time to respond - almost two months at this point. This is completely unacceptable by any standards. This company's business practices are absolutely disgusting. If they stopped laying off employees amidst record-breaking profits, they would have no trouble keeping up with help tickets. ****, I wouldn't be surprised if they ban my account for daring to make a BBB complaint against them. After all, when people started canceling their accounts en masse a few months ago, their response was to remove the ability to cancel accounts from their website.

    • Initial Complaint

      Date:11/07/2024

      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.
      I order a product off of their website: ********************************************* and never received my order. Im out the $43 I payed for the Karlach secret lair. Ive tweeted at them, Ive called them and left voicemails, I tried to submit the form on the website: ********************************** and it just gave me errors. All I want is the Karlach Secret Lair or least a refund.

    • Initial Complaint

      Date:11/07/2024

      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 ordere a secret lair and some boosters are missing and a card from the secret lair was missing ****** I contacted the support and they answered at the same day that they needed more pictures with the date of the day.I took and send the pics to them at the same day, but they did not react since 15 days. I contacted them a few times witout any reaction

    • Initial Complaint

      Date:10/23/2024

      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.
      Date of the Transaction:The transaction occurred around a month before the initial contact with Wizards of the Coast, which was approximately in September 2024.Amount of Money Paid:I paid the business $796.83 What the Business Committed to Provide:The business (Wizards of the Coast) committed to providing a Festival in a Box Secret Lair product, including booster packs and other merchandise as part of my purchase.Nature of the Dispute:The order has not been shipped despite a label being created over a month ago. Wizards of the Coasts customer support has not provided meaningful assistance or updates regarding the actual shipping of the product, and Scalefast, their shipping partner, has been unresponsive. They have not shipped the order or honored my request.Attempts by the Business to Resolve the Problem:Multiple support tickets were opened (attached), but the responses were unhelpful. Wizards of the Coast repeatedly stated that the order is still in the shipping process, and they directed me to Scalefast, who has not resolved the issue. I followed up several times, but no resolution or shipment has occurred Advertising Information:****************************************************************************************************

    • Initial Complaint

      Date:10/22/2024

      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 order a bundled copy of their D&D Players Handbook, Dungeons Masters Guide and Monster Manual. This includes a physical copy of each book and a discounted digital copy of each book for doing the bundle. When I ordered this, the total price was $148.11 and was put pending on my card. When they attempted to send out the Physical copy of the first book the D&D Players Handbook, something failed on their systems and they were not able to charge properly and they canceled the order for just the Players Handbook and the final charge after coming off pending was $67.47. This total does not make sense. The digital copies were discounted to $10.99 and the physical books are $49.99. I was overcharged and haven't received my physical copy of the **** I put in a ticket on 9-13-2024 and still have not received any response from them except for form letters that do not help with the issue. I just want my stuff and I want to be charged the correct amount.On top of all this, I just got another pending charge from them for $40.32 with no email or anything indicating what this is for. I am not the only one this is happening to. See this thread here. ************************************************************************************************************************ My ticket id in their support system is ******* and I just want someone to actually take care of the issue and fix the charge discrepancy.

    • Initial Complaint

      Date:10/22/2024

      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.
      I ordered a secret lair box and it was not delivered to me, there was no proof of delivery or any signature. I reached out for support about the matter and was told that another box would be shipped to me and someone would contact me for more details. I havent had any updates in over a month, *** asked for any new info and had no response. My order total was over $400 cad and I have nothing to show for it, and wizards hasnt emailed me since Sep 30th. Its been 3 full weeks of 0 contact.

    • Initial Complaint

      Date:10/21/2024

      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.
      On August 19th ********************************* a box: ********* 2024 Secret lair from Wizards of the Coast(WOTC). My credit card was charged for the preorder shortly before shipping started. On September 17 2024 I received the confirmation email that my order shipped with a tracking number. One week later on September 24th I contacted **** because *** had not received the shipment yet. **** responded with it can take up to three weeks for Scalefast to actually ship it. I allow another two weeks to pass and contacted **** again about the order not being shipped yet, even though the label was created. **** responded with an email stating that Scale fast was added to the ticket and would be contacting me. I then allowed another week and contacted **** again. They answered with the same email as before. I have done this four times in total. All with the same response from ****. It is now October 21st 2024. I have yet to hear from ********* in regards to the support tickets that they have been added to. All the tickets are under the same WOTC Secret Lair support ticket number. The support ticket number is *******. The Secret lair order number is ********. The *** tracking number is 1ZV9320VYW43540821. I would really like to resolve this issue. Thank you

    • Initial Complaint

      Date:10/17/2024

      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 a sealed product provided by this company by a reputable third party and the product was knowingly missing a piece. I was told to contact **** to resolve this issue and it has been 2 months and no one has even taken my case. Two months without any communication whatsoever. Completely unacceptable. I want what was not included in the product I ordered and I either want my money back for the full amount of the product or some other concession for the complete lack of respect and care for their customer.

    • Initial Complaint

      Date:10/16/2024

      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.
      On 6/17/24 I preordered a digital and physical copy of 2024 Player's Handbook. The book was released on 9/17/24. I received access to the digital book, but I did not receive the physical copy I ordered.On 9/25/24, I submitted a customer service request through the ************* contact form. To date, I have not received any response other than the automatic acknowledgment that my request was received. I have not received my order or any assistance.

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