Complaints

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:05/28/2025

  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.

  Ordered and returned item in perfect condition with full packaging within return time frame - used company's prepaid return label. Company received item. Company won't refund the amount owed to me despite the item being in their possession per **** tracking. Company won't return inquires about order. Need refund of $172.15 as is owed to me.

  Business Response

  Date: 05/29/2025

  Hi ***** *. ,
  
  Hey there - I apologize and didn't mean to miss this email check-in. 
  We've issued a full refund. 
  
  
  Thank you,
  
  Support Desk
  CastleMania Games
  

• Initial Complaint

  Date:05/21/2025

  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.

  On February 13, 2024, I placed an order with CastleMania Games and paid ****** USD for a MiSTer FPGA kit. The kit was advertised to include a fully functional ******** and a casing compatible with the DE10 Nano.Over the next ten months, I experienced repeated delays and poor communication. On March 30, 2024, CastleMania cited importation issues as the reason for delays. I followed up again on September 26 and October 10, and was told my unit would ship the next day, but no tracking number was ever provided.On November 17, 2024, I formally requested a refund due to the ongoing delays. Despite this, on November 22, I was informed that the item had shipped without my consent. I reiterated that I no longer wanted the product and cited the companys 30 day refund policy from the date of delivery.The item finally arrived in early December 2024, but it was defective. On December 4, I reported multiple issues. The *** ports on the ******** were nonfunctional despite following detailed troubleshooting. The only way to connect devices was to bypass the ******** entirely. The board was also physically damaged, and the casing had recessed buttons and visible scuffs.On January 15, 2025, I followed up again after six weeks of silence. On January 22, CastleMania confirmed that a replacement would ship that week. No tracking number followed. On February 10, the company admitted the replacement had been placed on hold without notifying **** followed up again on February 13 and March 6 with no response. Then on March 30, 2025, CastleMania issued a new shipping notice without informing me, even though I had repeatedly requested a refund and stated that I did not want the ********** of May 2025, I have not received a replacement, refund, or response. The product is now outdated and irrelevant, and CastleMania has failed to honor its commitments or refund policy.I am requesting a full refund of ****** USD as the only acceptable resolution.

  Business Response

  Date: 05/21/2025

  We apologize for the mis-steps with this order and will of course accomodate a refund once the product is returned. 
  We will send you a pre-paid return label via email. 

  Thank you, 
  ** ****

• Initial Complaint

  Date:01/06/2025

  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.

  I ordered a controller from *********** on Nov.4th. Still have not received it. Got tired of waiting for the product and asked for a refund over a week ago. Tried to call them, but nobody answers the phone. I want a refund from them. Please respond on my email. My email is ********************** Thank you.

  Business Response

  Date: 01/17/2025

  We apologize for the delay (from the manufacturer) on this and for missing your previous request to cancel. 

  We have issued a full refund. 

   

  Thank you,

  ** ****

• Initial Complaint

  Date:12/23/2024

  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 pre-ordered Data East Arcade 2 and Toaplan Arcade 3 for the ******** through **************. The ship date when preordered was November 28, 2024. I have emailed Rondo Products 4 times, which has generated a customer support ticket each time, and I have not heard anything back from them. I know individuals who have ordered these games from ***** Products since November 28, 2024, and they have received them, so they are available. I've also tried to contact them through Castlemania Games on ******** and I have not heard nothing back. To recap, I have paid for products that I have not received, I have contacted Rondo Products and Castlemania games several times and have not heard anything back. Thanks.

  Business Response

  Date: 05/18/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience youve experienced.
  We take customer feedback seriously at the Castle and are committed to resolving concerns in a fair and timely manner.
  
  Based on the details provided in your complaint, we have accomodated a substitution for you. 
  If there is anything further we can do to assist or improve your experience, please dont hesitate to reach out directly at ********************************** or call us at **************.
  
  If youre satisfied with the resolution, we respectfully invite you to update or withdraw your complaint through your BBB dashboard at
  ***************************************************************************************.
  
  We appreciate your time and feedback, which help us improve for all of our customers.
  Thank you again for giving us the opportunity to make this right.

  Customer Answer

  Date: 05/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair 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.

  Hello, I made a pre-order on the website Rondo products on 11/13/2024 for an HD Retrovision. My preorder also included an adapter. On 11/24/2024 I inquired about a 3.5mm audio cable that goes with this HD Retrovision, I was notified on 11/25/2024 that they received it, I never heard from them. Another website was selling the same item but at a discount for black friday, so on 11/27/2024 I made a cancel preorder request. Both inquiries were ignored, and the item was shipped on 12/2/2024. Upon researching, I discovered that Rondo products is a sister company to Castlemania games, a company I have had to file a previous complaint against for a similar issue of not responding to customer service inquiries. So not only did I reach out to ***** once again for a refund on the order that was supposed to be canceled, I also wrote to Castlemania games LLC. To date, I have yet to hear back from either of the companies regarding the issue. Although I received a "confirmation" Email that they opened a ticket for me, their e-mail does not state what that ticket number is, and you cannot check it online.

  Business Response

  Date: 05/18/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience youve experienced.
  We take customer feedback seriously here at the Castle and are committed to resolving concerns in a fair and timely manner.
  
  Based on the details provided in your complaint, weve issued a full refund to you.
  If theres anything further we can do to assist or improve your experience, please dont hesitate to reach out directly at ********************************** or call us at **************.
  
  If youre satisfied with the resolution, we respectfully invite you to update or withdraw your complaint through your BBB dashboard at:
  ***************************************************************************************
  

  We truly appreciate your time and feedback it helps us improve the experience for all of our customers.
  Thank you again for giving us the opportunity to make this right.

  Customer Answer

  Date: 06/02/2025

  hello

  
  

  I did not respond to the case because the company has not followed through with their refund. Please re-open the case please. 

  Business Response

  Date: 06/04/2025

  Firstly you're complaint is filed against the wrong BBB company profile.
  This is not a CastleMania Games order, but a Rondo Products order which is a separate company. 
  
  We've re-read the complaint and understand that your concern is that the order was not cancelled before it shipped.
  In this case, please return the item for a refund. 
  
  This option is in the emails you showed pictures of as evidence. 
  All the same, since the return window has passed, and you can no longer download a pre-paid label, we've sent one to you. 
  We have also refunded your order in the meantime in good faith that you will return the product. 

  
  

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 22706568
  
  I am rejecting this response because: you already (several months later) offered a full refund, however you did not follow through with it. The complaint was then re-opened and now you are demanding conditions to the refund? Unacceptable. This issue has gone on long enough, you need to stand by your initial offer to refund in full for the inconvenience and be done with it. I can confirm I have received the refund,I encourage you to respond to this without additional conditions so it can be closed. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/23/2025

  The customer has been refunded in full and has the product still. 
  There is no reason to keep filing complaints and is at this point crossing the line into harassment. 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 22706568
  
  I am rejecting this response because: The business added conditions to the refund in their second response.  

  I have provided a screenshot of their last 2 responses to show the conflicting wording. The first response promised a refund but they failed to follow through, which prompted a re-opening of the case. In the second response they sent a refund, but added extra conditions to it. Please respond with these conditions removed so I can accept the response and close the case.
  
  Asking for this clarification and calling it harassment is absurd. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/01/2025

  There are no conditions. You've been refunded. 
  You can choose to keep the items if you want or honestly return them. 
  Stop harassing us and shop elsewhere please. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 22706568
  
  I am rejecting this response because: The business failed to respond without removing refund conditions. Previously the business agreed to issue a full refund without the demand to return the item. In subsequent responses however, they have included wording to suggest a condition to the refund. I have included screenshots to better clarify. Respond appropriately and I will accept the response and close the case. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/07/2024

  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 a pre-order for a "MiSTer FPGA" electronics kit from CastleMania on February 25th, 2024. My order was for $617.99 USD and my card was charged at order time, and I did receive an order confirmation email, but after months and months have received no product, only broken promises and radio silence of when I'll receive it. ** I just want a refund but cannot even get that. **The first word I hear on the order is a March 30th update email, saying that ETA for orders is "the week of (April) 8th, if not the following". On April 28th I reached out to their support email asking for an update, no response.On June 11th I found their active ******* profile, where many other users were complaining about silence on status updates. They said "Plan is to ship early next week and will be sending out an email update to customers this week." No email update was ever sent.On June 26th and July 14th I reached out on ******* again, but no response.On July 29th at this point I wanted to cancel my order. I sent in a support ticket requesting a refund. The email said my request would receive a response "usually within 72 hours". No response was received.On July 29th, August 5th, and August 7th I called their customer support number but only received an answering machine message. The message mentioned to only call during business hours, as I had. I left a message but have never received a call back.I want to note that components of my order are still for sale on their website, advertised as "Estimated to ship February 2024" ****************************************************************************************** .

  Business Response

  Date: 05/18/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience youve experienced.
  We take customer feedback seriously here at the Castle and are committed to resolving concerns in a fair and timely manner.
  
  Based on the details provided in your complaint, weve issued a full refund to you.
  If theres anything further we can do to assist or improve your experience, please dont hesitate to reach out directly at ********************************** or call us at **************.
  
  If youre satisfied with the resolution, we respectfully invite you to update or withdraw your complaint through your BBB dashboard at:
  ***************************************************************************************
  
  We truly appreciate your time and feedback. It helps us improve the experience for all of our customers.
  Thank you again for giving us the opportunity to make this right.

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:06/26/2024

  Type:Delivery 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.

  Date of Transaction: 05/01/2024 Amount Paid: $352.99 Company Name: Rondo Products a.k.a. Castlemania Games Website where products were purchased: ************************************************************* ************************** Ordered custom made ******** Game cube Shells and parts. Some area had showed pre-order. I had reached out several times via email and through the website support ticket and have never once heard anything back on when these items will be produced or any expected shipping dates. I really wanted an update on the products, but they have failed to provide any response back for almost 2 months after payment.

  Business Response

  Date: 06/27/2024

  Hello. 

  We apologize that you feel left out of the loop on your order. 
  Rondo has been sending out periodic updates on the status ot this product and you should have received those. 

  We cannot give more specific information on these than is contained in the email updates.

  We have contacted ***** on your behalf and can confirm they have cancelled and have refunded your order. 

   

  Thank you, 

  *************

• Initial Complaint

  Date:06/04/2024

  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.

  I had a product return with this company and followed their RMA procedures. They received my return on 5/13/24 via **** I filed a customer service support ticket on 5/22/24 since I had not heard anything from the company nor had I received my refund for the returned merchandise. As of 6/4/24, the company has not refunded me nor have they returned any messages or responded in any way to me despite checking in with them three times since filing the support ticket.

  Business Response

  Date: 06/28/2024

  Hello ****, 

  We contacted Rondo Products on your behalf and have confirmed with them that the refund has been issued. 

  We apologize for the inconvenience and for the frustration. 

  Thank you,

  CMRyan

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair 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.

  I placed an order with CastleMania Entertainment on 1/21/2024, order #CE1808, in the amount of $652.99 charged to my credit card in full at the time of purchase. This item was supposed to ship in February. I submitted a ticket with the company on 1/24/2024 to clarify some questions I had about my order. I received an automatic email response from the business stating I would get a response in about 24 hours. No communication, a week or two later I attempted multiple calls to their business line ************** during their normal business hours, M-F, 9-3 pacific time. I left vm's with my contact number requesting follow up, no communication. On 2/29/2024 I sent a follow up communication ticket to request status of my previous questions submitted on 1/24/2024, no answer. I submitted a new communication ticket on 3/7/2024 requesting order status and estimated ship date, no communication. 4 days later I submitted a follow up query to request an update, I finally got a response with what appeared to be another automatic reply. From the company "We appreciate you reaching out and would like to acknowledge that we have received your request. A support team representative will be reviewing your request and will send you a personal response shortly (usually within 24 hours)." It's been over 8 days and still no reply. Finally on 3/14/2024 I submitted a ticket to cancel my order. It's been over 24 hours and no reply. At this point I'd like to resolve this by getting my order canceled and having my credit card refunded.

  Business Response

  Date: 05/18/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience youve experienced.
  We take customer feedback seriously here at the Castle and are committed to resolving concerns in a fair and timely manner.
  
  Based on the details provided in your complaint, **** issued a full refund to you.
  If theres anything further we can do to assist or improve your experience, please dont hesitate to reach out directly at ********************************** or call us at **************.
  
  If youre satisfied with the resolution, we respectfully invite you to update or withdraw your complaint through your BBB dashboard at:
  ***************************************************************************************
  
  We truly appreciate your time and feedback. It helps us improve the experience for all of our customers.
  Thank you again for giving us the opportunity to make this right.

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair 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.

  On May 18, 2023 I placed a pre-order for a game set called Hammerin' ***** - Concrete Collection for $114.46, Order #: C100987. Shipment started on February 16, 2024 and says it was delivered on February 22, 2024. However I did not receive the package and I put in a helpdesk ticket with Castlemania Games on February 23, 2024. As of March 8, *********************************************************************************************************** the impression they haven't done anything to help me with this issue..Looking at the tracking #: ********************** it says it was delivered in ******* ********, *****. I don't have an address in that area and my actual address is in *************** ********, *****. I contacted my local **** and they explained that tracking number was for someone under a different name. This tells me Castlemania games shipped the same product to someone else but they used the tracking # on my order causing them to skip over shipping out mine entirely.As mentioned I have never heard back from Castlemania games and I tried to call them on Saturday March 2, 2024 and said they are open 9 AM - 3 PM Mon.-Fri. I called back today on March 8, 2024 multiple times during business hours and it instantly goes to voice mail every time. I don't have any other option of getting ahold of them about this issue other then here.I'm requesting a full refund on this order and don't care if they have one available for me because I will take business somewhere else with this being my second BBB complaint against them.

  Business Response

  Date: 03/19/2024

  Hello Devin, 

  We apologize for the oversite on our side and have refunded you per your request. 

   

  Thank you,

  CMRyan

  Customer Answer

  Date: 03/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/31/2024

  As of today the company still has not refunded me despite them saying they would in their response. I've checked my bank everyday since their response and I've never seen a refund go through.

  Business Response

  Date: 05/18/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience youve experienced.
  We take customer feedback seriously here at the Castle and are committed to resolving concerns in a fair and timely manner.
  

  Based on the details provided in your complaint, we will be re-shipping your order.
  If theres anything further we can do to assist or improve your experience, please dont hesitate to reach out directly at ********************************** or call us at **************.
  

  If youre satisfied with the resolution, we respectfully invite you to update or withdraw your complaint through your BBB dashboard at:
  ***************************************************************************************
  

  We truly appreciate your time and feedback. It helps us improve the experience for all of our customers.
  Thank you again for giving us the opportunity to make this right.