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:02/29/2024

  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 an open preorder with CastleMania Games, LLC. on July 2, 2023 @ 9:27 AM PT (Order #C103612: total $156.21) for Sol-Deace Collector's Edition and El Viento Collector's Edition, and an in-stock order for a Retro Fighters JAB Nes Controller. I received the controller on August 15, 2023, however, even though the preorders were yet to ship (Estimated to ship Quarter 1 of 2024) the company, updated my full order as being fulfilled, attached tracking to all three items, and sent me a confirmation email stating this as confirmation for their records.On 10/05/2023, I created a support ticket with CastleMania Games to update my address when I found that my order was no longer showing on the castlemaniaentertainment.com main website, and that they were migrating their website to Rondo Products, and their *** states that my order history would be transferred to the new website which was not the case and I had to migrate back to the *** to use a third website/hosting that showed my old order, still showing fulfilled with tracking attached to the preorders and the one delivered item.I began emailing ********************************** on 10/05/2023, which went on with multiple emails and requests for updates, unanswered phone calls to the store during business hours, until I was finally able to reach **** directly via phone in mid November, who promised an email confirmirmation of the address update, which he never did.I received many auto replies in Jan from my original ticket, and group email updates in late Dec 2023 confirming that the games would ship early Jan, then another early Feb as a final ship. I again created a support ticket on Feb ********************************************************* update, and I called the store with no one answering or returning calls.Where is my product, or its status, or its tracking #? Why does the company website show that my order was fulfilled back in Aug 2023, with tracking attached to preorders that Ive never received?

  Customer Answer

  Date: 04/17/2024

   
  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,
  
  ***********************************

• Initial Complaint

  Date:02/12/2024

  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.

  Placed order ORDER #C96968 for **** ADVANCE GBA CONSOLIZER 1 on 02-21-2023. I received a partial order with 3 of the 4 items on Jun 14, 2023, but not the **** kit. Reached out on Sep 9, 2023 for an update and was told the pre-order status would be updated shortly.CastleMania tweeted on Sep 14, 2023, *************************************************************************, about order's shipping soon. Never received an email to elect case color, nor did the CastleMania Entertainment respond to a request on status. I have emailed repeatedly and submitted multiple tickets since September 2023, and have not received any shipping notification, response, nor a refund.

  Customer Answer

  Date: 04/16/2024

   
  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,
  
  *****************

• Initial Complaint

  Date:01/30/2024

  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.

  On April 28, 2023, I purchased a gcomp Automatic 8:2 Component Switch from Castlemania. The purchase was a pre-order, with the expectation that it would ship to me later in the year. Castlemania makes their pre-order status available via a webpage, which is sporadically updated throughout the year, but I was comfortable waiting several months for the item to ship. It finally did ship to me in early December, 2023. Unfortunately, what I received on December 19, was only _part_ of the order. The item arrived unassembled and did not include the case that the switch is mounted to. This renders the switch largely unusable. This was disappointing given the 8 month wait, but not a huge issue, assuming they mail me the case. I contacted the company about this issue on December 19 (the day the incomplete item arrived) which resulted in customer support ticket #******. Given that this was right before the holidays, I waited patiently to hear back and have the issue addressed, but there was no response at all. On January 4, 2024, I did some Google'ing about the business and found posts on Reddit where others were having similar issues getting responses from the company and suggested contacting them via ******** so I contacted them via that service. I also followed-up on January 5, by leaving another comment on support ticket #****** asking if there were any updates. On January 5, I also opened a new support ticket (#******) outlining the issue, referencing the earlier one, and stating that I'd initiate a chargeback if there was no response by January 12. On January 8, they replied to my tweet, apologizing and stating that the missing parts were "going out today!" So, I waited. No responses at all on either ticket, until January 16 where they left an automated response telling me to reply with "closeticket" if my issue had been addressed. The item had still not arrived by January 30, leading me to assume that they had not, in fact, sent it. On January 30, 2024, I initiated a chargeback.

  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 sent the missing plates 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: 05/18/2025

   
  Complaint: 21224192
  
  I am rejecting this response because it was submitted 15 months after it was opened. While the business did send me the missing parts, they only did so after I contacted them numerous times, without response, and then started a dispute through my credit card company. They, of course, *did* promptly respond to the dispute, arguing against it, forcing me to do another round of documentation with the bank to get them to agree with me. Only THEN, after spending way too much time on this problem, did they deem it worth their time to mail the missing parts to me, at which point I had already learned how to design and 3D print my own parts so that I could use the item I had partially received nearly a year earlier.

  I won't buy from them again, even though they carry lots of things I'm interested in, due to the absolute woeful customer support they provide, as evidenced here by not responding to BBB complaints for 15 months.

  I think it's important for the complaint to remain to ensure other customers know what they're getting into.

• Initial Complaint

  Date:01/23/2024

  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.

  Placed and order for two controllers (Order #CE1140). The controllers shipped however it appears they were mislabeled by Castlemania and were returned to the sender, Castlemania Games, without a delivery attempt. I reached out to Castlemania immediately and received no response. I have since reached out to Castlemania no less than 8 times through their online forms, their email and via phone. There is never anything but an automated response. It has now been several months with no contact, no reshipment, and no refund.

  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 re-shipped the order to the corrected address. 
  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:01/13/2024

  Type:Product 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 ordered two products (order #RP5344) that were in-stock, and in a month they have not sent them out. Instead, both items are shown to be out of stock, and they have never communicated with me.Order was placed on December 16, 2023. Cost was $42.98. I have emailed, called, and messaged on ******* with no reply.At this point, given they have failed to give me any sort of information or my product in a month, I would simply like a refund of all outstanding orders I have ($42.98 for #RP5344 which is the problem order, and $302.99 for #RP5340 which I have lost all faith in their ability to deliver)

  Customer Answer

  Date: 04/16/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:01/11/2024

  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 an order with Castlemania games Apr 7th 2023. This was a pre-order item I expected to wait for, the release window was pushed back multiple times and they underwent a re-branding to Rondo Products during this time. From then onwards I was unable to verify my order through the login page to view order history, so attempted to contact them and ensure my order was still in place.Despite waiting multiple weeks between support tickets, they ignored 3 support tickets, and 2 phone calls. This is unfortunately the same story that can be read about from other customers all over internet forums. On December 23rd they finally created a shipping label. However as of January 11th 2024th they have still have not submitted the shipment to the courier. I would like my order delivered. It's extremely unfortunate this company operates in this manner and is the only one carrying these products, however I only have so long to submit a chargeback with my credit card and that time is quickly running out so I'm trying to get this resolved prior. All of this could have been resolved with a 1 sentence response to any of my support tickets, I'm sure this is the case with most of their customers.

  Customer Answer

  Date: 04/16/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:01/11/2024

  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 ordered two items from this stores alternate name (Rondo Products) on October 5. The two items totaled $127.97. I attempted to cancel the order in early November 14, but the support ticket (the only way of contacting them) was completely ignored. Once I received the two items, I sent them back unopened and they were received in December 11th. I have yet to receive a refund or any communication from them. The items were received by Rondo/Castlemania well within their stated return period. Please see attachments.

  Business Response

  Date: 02/26/2024

  Hello *****, 

  We apologize for the mistake on our side and have issued your refund in full. 

  Thank you, 

  CMRyan

• Initial Complaint

  Date:01/03/2024

  Type:Product 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 had a shipping damage with an order I received from them but haven't been able to get in contact formally. I reached out on social media but they soon quit responding to even that communication.

  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 exchanged this item for 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: 05/18/2025

   
  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:12/23/2023

  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.

  I placed an order (Order #RP2017) that contained 4 items, I received 3 of the 4. The one I did not get was Full Void Collectors Edition for the Blaze Evercade. I sent well over half a dozen support tickets, and on the 15th of December, I tried calling literally 25 seperate times and the company never picked up the phone. This store has had issues and not even sure if they are truly in business. The last 3 orders I placed beforehand were delayed or didnt move until I had to contact them and that is not good at all. For the item in question the total was $29.99 plus $7.99 shipping for a total of $37.98 I did not get. I also tried to reach Shop.app about www.rondoproducts.com about this order but they never got back to me either which I find odd especially since they took my payments for the order I placed. A lot of customers have complained about orders not being done, calls not being answered, support tickets not being responded to (7 in this situation and 12 for the year). In short, I want the $37.98 due to me so I can buy this item elsewhere. It was to be an item used for media work and had to explain to my bosses that this company is not worth our services. I have contacted the manufacturer that sends the carts to the companies and they told me that ***** never ordered this item and shouldnt have which means they were taking orders on an non existant item.

  Business Response

  Date: 12/26/2023

  Normally we wait to ship orders complete. Since there was a delay on from Evercade on the Full Void Special Editions we shipped this one separately. 
  We received the Special Editions of Full Void on Christmas Eve and stayed late to ship them all out. Your order is in transit. 
  **********************************************************************************
  
  Happy Holidays.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21049610
  
  I am rejecting this response because: I smell holes all over the place with this.  Stayed late on XMas Eve, you could have atleast picked up the phone in any of the 26 attempts on the 15th during business hours, respond to any of the seven tickets at the time of the other attempts I tried to call, ALL during business hours.  I will not use your business again as almost every order was late and we are going back to our original supplier that has not been late once and is upfront with us no matter the situation.  **************** is critical and you sorry to say is a F.  We can understand delays but not reaching you as a business is a huge red flag.  Sorry, you're fired from my business.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/27/2023

  They lied to you.  They sent the item immediately upon your notice to them.  I checked with the source, it was sent to them alot sooner than they claimed.  H*** they even lied on the date they claim they mailed it to me and this photo proves that.  They don't need to have a business license especially for their other tactics.  Ever since they bought out Castlemania things have gotten very weird.

• Initial Complaint

  Date:12/18/2023

  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.

  Took my money

  Business Response

  Date: 12/19/2023

  We apologize for any misunderstanding. 
  We try to make it clear that an item is a pre-order by making the buy-button bright red (instead of blue) and reading "Pre-Order" instead of "Buy Now". There is also a yellow box below the buy button that states the details of the pre-order. 
  
  All the same we understand that high demand items are often checked out quickly so we also auto-generate emails that advise that your order was a pre-order. 
  
  Since then, we've sent email updates on the process.
  
  We are in the process of assembling and shipping all pre-orders now. 
  We have cancelled your order and refunded you, per your request. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21023385
  
  I am rejecting this response because:
  
  

  the issues was not that i was unaware the item was a pre-order. My issues what the way in which they handled questions I had concerning: 1) the fact that the date changed without notifying me and 2) the new price of the pre-orders went down! And when I called, emailed, messaged, I got zero response it took blasting them on BBB and social for them to respond. To that end, the public should understand who they are dealing with and therefore the issue of subpar customer is not resolved. 

  
  Sincerely,
  
  ****************