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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: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.

    • Initial Complaint

      Date:10/15/2024

      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.
      I attempted to purchase a product from there secret lair website, this is not my first buying from them, but it could end up being the last, my product was scheduled to arrive about 2 1/2 weeks ago, when I asked what the hold up was they told me to wait a full 30 days for the order to be complete, I waited and once it still hadnt arrived I emailed again asking what should I do, they told me the email of someone else that would take care of it and would handle everything for me, well a week later I still hadnt been emailed by who they said I would. So I emailed the company and still havent gotten a response almost 2 weeks later, Ive again email Wizards Of the Coast, and they now have no responded to me in over 2 weeks, I still dont have my product or my money back.

    • Initial Complaint

      Date:10/14/2024

      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.
      On 9/13/2024 I made a purchase on the Wizards of the Coast D&D Beyond website for a package that included a physical copy of a book and a digital copy of that same book. With the package the physical copy was priced at $49.99 and the digital copy was discounted to $10, from $29.99. Immediately after making the purchase, the website sent me an email indicating that the payment failed for the physical copy and that the item was canceled. However, on 9/15/2024 they continued to charge me $22.49 for the digital copy. I have asked multiple times for a complete refund for the transaction as I did not get what I had ordered, and I most certainly had sufficient funds on my credit card to cover the original purchase.

    • Initial Complaint

      Date:10/09/2024

      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.
      So this is for a preorder for a set of 4 commander decks for the Duskmourn: House of Horror set. This particular listing was coming from Wizards of the Coast, particularly their Magic: The Gathering sector. I ordered this the day the preorders went live and patiently waited for the day to receive my order. Fast forward to delivery day, and my box arrives. I stream so I make a little income off opening these cards streaming, and I was super excited about opening this order. When I opened the box, not all the products were there. I was missing 3 of the 4 commander decks. The order was marked as delivered and I thought, maybe the rest would be in another box and the mailman left it on the truck. I gave them two extra days for the box to arrive, which it did not. I then went to their support page to get some help on this, and was initially helped, but I have not heard anything back from them in a week, even after constantly emailing them. After checking the listing for the item again, I noticed the massive 1 star reviews and apparently, even though the listing was for all 4 commander decks, a majority of the people only received 1 of them and received the same radio silence or was offered a refund for their original payment amount. A refund does sound nice, however if you wanted to order the decks from other sources or even Wizards themselves, your paying more for them now. This is clearly false advertisement or something is going wrong. I want the original product that I paid for. I have included screenshots of current ticket with them, as well as order details. Please let me know if there is anything else you need.

    • Initial Complaint

      Date:10/08/2024

      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 Aug 27, 2024 I purchased a bundled item of Magic the Gathering cards from Wizard of the Coast's (WotC) Secret Lair website. The bundle included four (4) different packs of cards. All of the cards in one (1) pack titled "An Exhibition of Adventure" were bent/damaged. The cards were packaged in a separate box with a molded card holder area; because the cards arrived in an undamaged shipper, inside an undamaged box, I suspect that the bend happened during packaging.Because I was sent damaged items, on Sep 08 I emailed the Secret Lair Customer Support email listed on the WotC Secret Lair website (********************************************************************). I sent them three (3) photos with a brief explanation of the issue. On Sep 09 I received a reply asking for a full listed of damaged items, photos of all damage, and a handwritten note. On Sep 11 the **** support team reached out again, as I had not yet sent the information due to lack of personal time. On Sep 12 I sent all requested information, which included eight (8) photos, some photos having written description and highlight of damage, as well as the note.On Sep 17 I emailed as a follow-up. On Sep 24 I received a message from *****, from The Wizards Scalefast Store Team, who said they are experiencing a high volume of contacts and that my issue was not considered resolved. On Sep 29 I emailed again. On Oct 2 I responded again, this time within their support portal. On Sep 30 I had a separate issue where I could not check out for a new order through their website; I received assistance within 10min and was able to check out. Because I received assistance on a "revenue ticket" and have no resolution on my "quality ticket", I feel WotC is being negligent. I was sent a damaged item, and I requested either replacement -or- in-store credit as resolutions (preferably replacement so I dont have damaged cards). I sent another message Oct 08 requesting a response; if a resolution is in process, I am unaware of the status.

    • Initial Complaint

      Date:10/08/2024

      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 placed a preorder for the full bundle of new rule books for D&D 2024 on 6/18/2024. The official release date for the first of the three books was 9/17/2024 and having preordered I should have received it "on or about the official release date". It has been nearly a month since release and my order status is still stick at "order placed" according to their website. Others I know, who ordered after me, even after release date, have received their copies. I have also placed a service request via their customer service ticketing system with no response in 3 weeks. I have also posted to their customer service forums with no acknowledgement or update on my order. I can't even get ahold of anyone to request a refund so I can just go to a book store and buy it off the shelf now. I would like my book shipped, a refund, or a voucher to pick up the book instore.

    • Initial Complaint

      Date:10/08/2024

      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.
      June 20, 2024. Order placed for DND Players Handbook and DMs book. Asked for items to be sent separately. I have not received the players books. Submitted a ticket but I have had no replies. ****** US charged to my CC

    • Initial Complaint

      Date:10/08/2024

      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.
      I purchased a sealed Wizards of the Coast product (Magic: The Gathering Commander Deck) which was missing pieces. It has taken over three weeks to get a non-automated response through their official channels which they use to address such issues. I have asked for a supervisor with no reply. I have mentioned my dissatisfaction with no reply.

    • Initial Complaint

      Date:10/03/2024

      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 July 19th, I preordered the digital+physical editions of the new books, which entitled me to preorder bonuses. I did not receive them, and only realized on September 4th that they had even been given out to others. I put in a ticket with Wizards (#*******) that day to resolve. It has been a month without even being read by a person, with only one generic email sent with a FAQ that did not apply to my issue. There are numerous other people on the official forums who are having similar issues, many with more serious issues, such as needing refunds or delivery changes due to system errors on ****'s part, not their own. There doesn't seem to be a functioning customer service department outside of what sounds like one or two people (based on people posting their responses from WOTC support and the support ***** names). At this point, response times are on the order of weeks to months. As you can tell from here, WOTC no longer monitors their BBB page and they have an F rating. Still filing a complaint because consumers have no other recourse.

    • Initial Complaint

      Date:10/03/2024

      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 or about 6/20/2024 I preordered the digital and physical bundle of three books through D&D Beyond. Upon purchasing, the system told me I would receive a redemption code to obtain my digital copy when they released it in early September. One month after that release, I have yet to receive the redemption code, despite multiple attempts at reaching out through their customer service portal. They have ignored tickets and let them expire without actually solving my issue and sending me a redemption code to access my digital books.

    Wizards of the Coast is NOT a BBB Accredited Business.

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