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:12/15/2023

  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 purchased some replacement analog sticks for n64 controllers from castlemania's other site, rondo products. After a long preorder wait they arrived not properly functioning. I submitted a support ticket and made several attempts to contact them but all have been ignored. After several weeks of waiting I opened a PayPal case to contest the charge as I wanted to return these and get a full refund, but I received the items on the last day of the window for contesting a charge so it was denied.At this point it has been a month. I've tried contacting them repeatedly via their support lines and social media to no response. They ignore anyone who mentions problems with their orders online and only respond to positive or informative questions that will help drive their sales.

  Business Response

  Date: 12/18/2023

  The return window begins at time of delivery. 
  Please return your items and we're happy to refund you.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21011704
  
  I am rejecting this response because:

  It took more than 30 days to receive a response from you so I am unable to initiate a return via your system.
  
  Sincerely,
  
  ***********************

  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:12/14/2023

  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.

  Ive been trying to reach this company periodically about a pre order Ive had with them. I pre ordered a GCompSw from them when their website was still Castlemania. When they switched over to Rondo my order on my email cant be seen now when I click view my order since then Ive been trying to contact them about an update to no response. They now have an update on their page that states the GCompSw should be shipping yet my order has not and can still not be seen. *** tried contacting them again just to keep getting no response. I really would like to know whats going on with that order.

  Business Response

  Date: 12/18/2023

  You can view your order history here:
  *********************************************
  
  These are shipping now.

• Initial Complaint

  Date:12/13/2023

  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.

  My order number is RP2919. I shipped back my order with everything still sealed. Everything was packed and even left a note in the packaging with my order number for a refund. Shipment was received back on November 21st and I even have the shipping confirmation number to prove it, which I have attached to this complaint, but I still have not gotten a refund on my credit card nor a response back. During these past 3 weeks since the shipment has been received I called their phone number multiple times and leaving messages, started 2 return tickets and left messages on the first ticket 3 additional times, contacted their ******* accounts @CastleManiaRyan and @RondoProducts, left the same message on both their Instagram and ******** accounts, and still have not gotten a response back. Additinal pictures attached are my e-mail tickets, *******, Intagram, and ******** messages/posts

  Customer Answer

  Date: 12/21/2023

  Issue was resolved. Refund was recieved so I recede this complaint.

• Initial Complaint

  Date:12/11/2023

  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.

  Tue, May 24, 2022, 6:52?PM, ordred an item for pre-order. At the time it wasn't apparent about global shipping issues, chip shortages or design delays.The site gave random and often 30+ day between "delay issues" updates regarding the product.Finally after 17 months of being patient, and seeing others on the web having the same item. I contacted for an update on the order, to which I was given:We sent out an update yesterday. We are so sorry this has taken so long. We do know they're in production with our fabricator and we're waiting only on the shipping update from them now. We are really close. However, shortly after that, their pre-order still showed "shipping in 2 weeks"... after 4 weeks go by, I finally found that another provider... in ****** none the less had not only the item I was waiting so patiently on pre-order, and they get them regularly but had an upgraded version for the same price. So I purchased it, and it arrived within 3 business days....Meanwhile I've attempted via e-mail, telephone to cancel my order with multiple tickets and calls and no refund and no communication from the company or it's spin-off.

  Business Response

  Date: 12/18/2023

  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. 
  
  You can expect an email with tracking soon.

  Customer Answer

  Date: 12/26/2023

  I consider this claim completed and business has refunded as of 12.25.2023

• Initial Complaint

  Date:11/28/2023

  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.

  Order # C82347 Ordered over aa year ago. Order kept getting delayed. Im tired of waiting. Emailed and called them multiple times and they never responded. I just want my refund :(

  Customer Answer

  Date: 02/28/2024

   
  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:11/22/2023

  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.

  I purchased an item from Castlemania games on May 16 2023 for the purchase price of $351.99. The item is called the Gcomp SW which is an 8 input 2 output component switch. When I first ordered this item there was no indication that this item was on preorder and would take a significant amount of time to receive. A month or so later and I had not received the item I reached out to the company via the Shop app and received no response, I reached out via email and received no response, I attempted to message them on ******** and received no response. 3 months now after ordering I decided trying the phone number and after several days someone finally answered. I was told on the phone that they were late but should arrive before the end of Aug. and would be shipped out to me then but that this was a preorder item and can generally take a while to receive. On this phone call I told the individual that there was no indication on the purchase page that this was a preorder item and he fixed it moments later. I also on that first phone call asked for it to be sent unassembled which is an offer they provide on their website. He stated that would not be a problem.Aug. passed and there was no update on the order status. After several days of trying them on the phone it was finally answered, this time by someone else who had stated that they are still awaiting on a shipment from *****. She also stated that they are working with a partner company Rondo products and that my order history, which is no longer accessible, would be on the rondo website. It's still not there. She indicated that they would be receiving and shipping them out before the end of Sep. Sep. 30 I got an email saying they would be coming by the end of October It is now late Nov. and I still have not received my order. Their phone line will not accept phone calls and I only have the ability to leave a message now. Sadly I don't think it's coming. I created a ticket that has received no response after 48 hours.

  Business Response

  Date: 12/18/2023

  Hello ******, 

  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. 

  You can expect an email with tracking soon.

• Initial Complaint

  Date:11/21/2023

  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.

  On May 09, 2023 I ordered a product that was back ordered with a few month back order. Order #C100548 for reference.On Sep ************************************** stock being assembled and would be shipped by OCT 31st. It is Nov 21st and I have received absolutely no update nor received the product.I have spent the last few weeks sending multiple emails and attempting repeatedly to call them about getting my item with no reply.This situation has left me without $333.84 and without the product.

  Business Response

  Date: 12/18/2023

  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. 
  
  You can expect an email with tracking soon.

• Initial Complaint

  Date:11/18/2023

  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.

  On January 26, 2023 I ordered a gComp Automatic 8:2 component/composite switch. I paid $295 with $17 shipping and $27.30 in tax for a total of $339.30. Order number is #C94563. The company Castlemania Games (name changed later) has not shipped the item. I have submitted two support tickets, first on October 31 and then on November 12, and there has been no response to either of them. I have left voice messages requesting an order status, but there has been no response. I have waited 10 months. I would like my component switch delivered.

  Business Response

  Date: 12/18/2023

  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. 
  
  You can expect an email with tracking soon.

  Customer Answer

  Date: 12/19/2023

   
  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:11/09/2023

  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.

  My order number is Order #RP2951.I ordered over a month ago now, October 6th, and nothing has been shipped. It's now November 9th. I reached out first via email on October 20th, and I got an automated response promising to get back to me soon, usually within 24 hours. Nothing. A little less than a week later, the 26th, I called in and spoke to someone who worked there (I found out later what a miracle it was that someone picked up at all). The guy had an excuse saying that one of my items was at another warehouse because they ran out said item where they were. He then said the shipment was going to go out that day or the following day and that I would get a shipping notification soon. Well its 14 days later, so that was a complete lie. I sent in one more email on the 6th, and tried their phone about a dozen times, and nothing. I wanted to give them one more shot before I lodged this complaint, so I emailed them on the 7th and told them that if I had not heard back by last night, I would lodge this complaint. I still wanted to give them one more chance, so I called in right before posting this, and I went straight to voicemail like always.So to summarize.1) My order has not been shipped for over a month.2) They do not respond to ************ The one time I was able to contact someone, I was given a complete lie.I just want the product that I paid for over a month ago. At this point I would like it express shipped as well.

  Business Response

  Date: 11/12/2023

  Your order is being shipped today, priority. 

  We apologize for the delay and missed shipment.

  Customer Answer

  Date: 11/12/2023

   
  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, so long as this information is truthful and accurate.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/15/2023

  Could I please reopen this complaint? It has been three days since the business told me that they were going to send my package that day and I I have yet to receive any shipping notification or tracking number for my package. I suspect that I have been lied to again, and I wish to bring attention to the matter.

  Thank you for your time. I hope you are having a great day.

  Customer Answer

  Date: 11/17/2023

  Could I please reopen this complaint? It has been days since the business told me that they were going to send my package that day and I I have yet to receive any shipping notification or tracking number for my package. I suspect that I have been lied to again, and I wish to bring attention to the matter.
  
  Thank you for your time. I hope you are having a great day.

  Customer Answer

  Date: 12/06/2023

  This my second complaint, as the first has never been resolved. My order number is RP2951. See my previous complaint. Despite Castlemania stating in response to my first claim that: Your order is being shipped today, priority. on the 12th of November, it took another 7 days for me to receive the shipping notification! The kicker is, checking on the shipping number, it still hasn't been delivered to ***** It's the 28th. Where is my package?

  I want an actual delivery of my product, and I think I deserve some of my money back at this point.

  Business Response

  Date: 12/18/2023

  Your order is on its way the the Asendia shipping facility where it will be scanned and leave the **. 

  You should have the tracking, but just in case here it is:
  ******************************************************************************

   

  It will take a few more days until this updates. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20849965
  
  I am rejecting this response because:

  I've heard this story before.

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

• Initial Complaint

  Date:11/08/2023

  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.

  Date of Transaction: 05/22/23 (preordered)Amount Paid: $216.19 Order #C101265 On October 10th, I received an electronics item that was not working as advertised and hence defective. As per the 30-day guarantee that CastleMania Games posts on their business website, I immediately applied for a return authorization and was generated a shipping label back to them. After sending it back, **** tracking shows that their company received the item on the 21st of October. I have not received my refund, nor have had any response to my 3 support tickets filed on their website, nor my 4 voicemail messages associated with their phone number. As this order is technically over the 180-day buyer protection limit through PayPal, I am just asking for the Better Business Bureau to help contacting CastleMania Games for my full and fair refund.Thank you,***************************

  Business Response

  Date: 11/12/2023

  Hi *****, 

  There seems to be some confusion here. You don't need to "apply" for a return. 

  You have 30-days after shipment to create one. When you create a return you receive, automatically, a pre-paid return shipping label. 

  We've just emailed you a label. Please send this back and we will, of course, refund you.

  Customer Answer

  Date: 11/21/2023

  Tuesday, November 21, 2023

  As I just stated via CastleMania Games messaging service minutes ago(because they never pick up during actual business hours), PayPal has released the funds of $189.99 into my balance as of this past Sunday, which is the retail price paid before state taxes and shipping. The balance CastleMania owes me for the defective product amounts to exactly $26.20. When I am refunded what I am still owed, I will consider this matter finally resolved.

  Thank you,

  *****

  Business Response

  Date: 12/18/2023

  It looks like you were refunded on November 12th at 1:23PM via PayPal. 
  Please let us know if you need anything additionally.

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 20842744
  
  I am rejecting this response because:

  As per the information I updated the BBB site with, I was only partially refunded, meaning they are still illegally withholding $26.20 worth of funds which should have been included. I have yet to receive a single response from them before or after the $189.99 return via PayPal, explaining why they are keeping the state tax and shipping originally charged. Furthermore, I have called them multiple times since filing this complaint, and still have never been able to reach them over their posted customer service number. To make this situation "right," I believe they should release the $26.20 balance of what I originally paid, an amount that although seemingly small compared to the unit price, still represents taxes and shipping that they have no legal "right" to keep.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/24/2024

  Hello *****, 

  We do sincerely apologize for the delayed response to your request. 

  We have issued a full refund. 

   

  Thank you, 

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