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Business Profile

Video Game Supplies

Catalyst Game Labs

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Supplies.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/20/2025

    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.
    I placed an order with this company in December of last year. An order acknowledgement email was received and the funds were removed from my account.I have followed up for status on the order over four times now and continue to be ignored. Given the elapsed time I am no longer able to dispute the charges and am unable to recoup my funds. The company is entirely unresponsive and has no other contact information other than their email ********** is my opinion that is company should be penalized for improperly conducting business, taking funds and not delivering product.

  • Initial Complaint

    Date:01/02/2025

    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 backed the Catalyst Labs Battletech Mercenaries Kickstarter in March 2023. My pledge number is *****. I backed the retailer bundle, now know and the Company Store Pledge. The kickstarter completed, and in October 2024, I received the primary retailer bundle, but did not receive any of the stretch goals. We were supposed to receive 6 copies of each of the stretch goals. I have sent several direct messages to Catalyst through the kickstarter communications channels, none of which were replied to. I sent several emails directly to ********************************* None of them have been replied to. I've contacted Quarter Master Logistics regarding this, they are the fulfillment portion of ***********. They have attempted to contact Catalyst, with no replies. I have also reported this to *********** with no contact. Catalyst posted an update on the *********** saying that if you haven't received your items, you haven't paid for your pledge. I double checked my pledge summary and I am paid in full, including the additional shipping they charged me. Catalyst made a significant amount of money on this kickstarter. They advertised that the Company Store pledge would receive certain items. They accepted my money, but did not send what I had paid for, and are refusing to contact me. I would like contact from someone at Catalyst letting me know when I will be receiving what they promised through the ***********.

  • Initial Complaint

    Date:01/31/2024

    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 December 9th, I purchase a hat and a cup as a gift. After finding out there was a big hold in the cup and the hat didnt fit, I emailed them on December 24th asking for an exchange. I didnt hear back from them so I emailed them again on January 9th and January 23rd. I also submitted the contact us form on their website. My January 3rd email went to 3 of their email addresses I found. I havent heard a response back and its been over a month. They didnt even respond to say there will be a wait for my request. This, to me, has gone beyond poor customer service. Im not sure if its standard for companies to wait to respond to customers this long, but even with a delay (especially around the busiest time of the year), this seems too long.

Catalyst Game Labs is NOT a BBB Accredited Business.

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