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:09/06/2023

  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.

  Didnt receive half my order and the company doesnt respond

  Business Response

  Date: 09/21/2023

  We would have appreciated the opportunity to work with this customer however instead of creating a support ticket or emailing us, they went straight to the BBB to "contact" us. 
  Our last email correspondence was well over a month ago. This complaint was timed with a charge-back, so there's nothing more we can offer at this point. 
  

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20566116
  
  I am rejecting this response because:

  3 attempts were made to contact the company via email and 2 seperate support tickets were opened with ZERO response except closing the tickets. I am still without a refund or the rest of my order. My CC sided with this incompetent company because part of my $300 order was delivered. Its not a coincidence this company already has a horrible BBB rating for not delivering products and is the same situation I am in. Refund me $52.80.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/08/2023

  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 July 2nd I ordered 2 items from CastleMania games. I reached out on July 7th to check the status and was told the item should arrive to CastleMania this week. After 11 days on July18th I reach out to CastleMania again through support with no response. I tweet CastleMania **** and ask if they are shipping this week and get a response saying yes :). On July 26th I reach out again for an update since I never got a shipping notice. CastleMania **** response with shipping tomorrow :). On July 31st I reach out again because I still have yet to get notice of shipping. **** responds with sorry for the delay- these are shipping this week. After waiting over another week I reach out again and have yet to hear back. At this point Im thinking this company is just a scam. I cant get a straight answer on whats holding up my order. Just keep being stalled by the owner. I want a refund of my money so I can take my business elsewhere or my items shipped immediately! My order number is C103628.

  Business Response

  Date: 08/18/2023

  Hello. 

  We do apologize there was a delay with this order. 

  It looks like the order has shipped and delivered to you. 

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

  Please let us know if we can be of further assistance. 

  Again, we do apologize for the delayed shipment. 

  Thank you, 

  CMRyan

  Customer Answer

  Date: 08/18/2023

   
  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. Although I do wish it didnt have to come down to a BBB complaint to get my order shipped. It was literally shipped within an hour of me filing a complaint. I reached out many times and got empty promises. If they could have just said hey man it will be a month till we can ship this I would have been understanding and more patient.  
  
  Sincerely,
  
  K

• Initial Complaint

  Date:08/07/2023

  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 May 6th 2022, I pre-ordered (order #C73681) a ****68X *********** for **** Professional Video Monitors from Castlemania Games that was initially expected to be delivered mid-December of 2022.On Feb 1 of 2023, when the order had not been fulfilled, I contacted Castlemania support. I received a response from ****************** indicating orders would ship Mar 2023.On May 13th of 2023, when the order had not been received I again contacted Castlemania Support. On May 15th, an unidentified Castlemania support rep responded to my e-mail as follows:Hi *********************,Your order should have been fulfilled long ago - our current batch is in final production, but Ill take some from our reserve ************** it to you ASAP. I do apologize, this shouldnt have taken this long at all.Thank you,Support Desk"The item has still not been received, and Castlemania has stopped responding to my inquiries. I contacted Castlemania support on the following dates with no response:May 31 June 11 Jun 14 Jun 22 Jun 26 July 8 I made one final attempt to contact Castlemania via their phone number ************.July 28th - voicemail No response.I have had good luck with Castlemania in the past and I know that they are a legitimate business, but in this case, they have egregiously failed a repeat customer. Unfortunately, requesting a refund doesnt work in this case. The ****68X board that I am seeking to purchase from them is ONLY sold via Castlemania games in *****************, and the Professional Video Monitor for which I seek the board is not usable by me without the board.At this point, it has now been 1 year and 3 months since I originally placed the order.The ideal scenario here would be that Castlemania (Now Rondo Games) would honor the purchase and fulfill my order as soon as possible with reserve stock as originally noted by the support technician who responded to me on May 13th.Thank you,*********************

  Business Response

  Date: 08/18/2023

  We have reached out to update the customer and have reached an agreeable solution for their concern. 

  We regret this pre-order took as long as it has to process. 

   

  Sincerely, 

  CMRyan

  Customer Answer

  Date: 08/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and ********************** has committed to delivering the pre-ordered component in September of this year.  I believe this was an honest oversight, so am comfortable closing the issue with an expectation that the ordered item will be shipped in September of this year as noted.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 10/31/2023

   BBB Text I filed complaint ******** with the BBB August 7th 2023. I allowed the complaint to be closed when Castlemania Games committed to delivering the requested item Sept. 2023. As of end of Oct. 2023 item has been received and Castlemania has not responded. It has now been 1 year and 6 months since the order was placed. *** On May 6th 2022, I pre-ordered (order #C73681) a ****68X *********** for **** Professional Video Monitors from Castlemania Games that was expected initially December of 2022. On Feb 1 of 2023, the order had not been fulfilled, so I contacted Castlemania support. **** - CMG Support responded that orders would ship Mar 2023. On May 13th 2023, the order was not received, so I again contacted Castlemania Support. May 15th, Castlemania support responded that the "current batch" was in "final production" and that the resource would ship to me from reserve stock. The item was never delivered, and Castlemania stopped responding to inquiries. I contacted Castlemania support on the following dates with no response: May 31 June 11 Jun 14 Jun 22 Jun 26 July 8 I made one final attempt to contact Castlemania via their phone number ************. July 28th - voicemail No response. I have had good luck with Castlemania in the past and I know that they are a legitimate business, but in this case, they have egregiously failed a repeat customer. Unfortunately, requesting a refund doesnt work in this case. The ****68X board that I am seeking to purchase from them is ONLY sold via Castlemania games in *****************, and the Professional Video Monitor for which I seek the board is not usable by me without the board. At this point, it has now been 1 year and 3 months since I originally placed the order. The ideal scenario here would be that Castlemania (Now Rondo Games) would honor the purchase and fulfill my order as soon as possible with reserve stock as originally noted by the support technician who responded to me on May 13th.

  Business Response

  Date: 11/12/2023

  We apologize for the missed delivery and have issued you a full refund. 

  Thank you.

  Customer Answer

  Date: 11/27/2023

   
  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:07/23/2023

  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 Have Placed an Order on May 16, 2023 at 7:18 pm With Castlemania Games Order #C100859.One of The Items Has Become Defective During The 30 Day Return Period and i Have Opened 2 Tickets to Do a Return and They Took Forever to Send a Return Label but When i Received the Label i Sent The Item Back and They Have Received it on July 1 at 9:37 AM This is The Tracking # ********************** for ***** So Now They Have My Money and My Controller and Refuse to Issue a Refund. So I Have Gotten My Bank Involved and at The Time of Submission of This Complaint The Are in The Process of Obtaining My Money Back For Me But They Said There is No Guarantee That They Could Get it Back for Me. . I Think They Should Have Their Business Licence Suspended Until They Have Been Investigated for Possible Theft and Fraud To Prevent Other Customers From Going Through This Same Ordeal. Thank You For Your Time In Reading This Complaint.

  Business Response

  Date: 07/23/2023

  Hello ******, 

   

  We do apologize for the delay. 

  Your refund has been issued. 

   

  Thank you, 

  CMRyan

  Customer Answer

  Date: 07/24/2023

   
  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:07/20/2023

  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.

  I've opened multiple tickets and left numerous phone calls to their support line with only 1 response that happened to be while I was away from my desk during lunch (12:30PM). I called back 10 minutes later, but no response. Left one of MANY messages.I called during their business hours through the day with clear message about my order number (C101495) and my desire to get a refund. I made this order in May and have had ZERO indication of any progress outside of a generic pre-order page for the few preorder items I did have.This is not for a personal project and I have deadlines for it so I requested my money back since it has sat unfulfilled for over 3 months on the order page. Any communication would have been great, but they just ghosted me completely. Even with the tickets I put in, any attempt to login to their ticket system is met with "You are not authorised to access this portal. Kindly contact your helpdesk administrator." Very helpful.I just want a refund so I can move on.

  Business Response

  Date: 07/20/2023

  We apologize for the delay in processing your request. 

  We have issued a full refund. 

   

  Thank you!

  CMRyan

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair 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 a replacement shell for a ************** system from Castlemania games. I made sure that my super ******** was one of the compatible models that was listed in the product description. However, the item I received did not fit as described so I requested a return and refund which was approved by Castlemania games. I shipped back the product exactly the same way I received it and with the return shipping lable that was provided by Castlemania games. I received an email from Castlemania games that they had received my return and I should expect a refund within 2-3 days. After 6 days with no response I opened a support ticket with Castlemania games asking for an updated of when I could expect my refund. Afer submitting the support ticket it stated I should hear back within 24 hours. It has now been 7 days since I submitted the support ticket and still no response. I purchased this faulty item for $155 and I have returned it exactly in the same condition I received it as per Castlemania games return policy. I don't see why I am not able to get my refund or at least some sort of response from them. I had also tried calling there support number the last few days and even left a message. No response from that either. I'm very worried that I am not going to get a refund and now I have nothing to show for it. I wouldn't be so worried if I could at least get some sort of update or response from this company.

  Business Response

  Date: 07/19/2023

  We apologize this item didn't work for you and that there was a delay in processing your return.
  We did speak with this customer this morning, before they filed this complaint, and have sent them a refund. 

  If there is anything additionally we can do, please let us know. 

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

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20343250
  
  I am rejecting this response because:

  I am only rejecting this response because the company stated that I opened this case after talking to them and receiving my refund. That is not true. After multiple attempts to reach them via email and phone with no luck I then submitted this to BBB. However, the FOLLOWING day after submitting this I was finally able to reach them on the phone and they did send me my refund. So all it good now but I didn't want to accept the previous statement as it sounds like I opened this case after receiving my refund which was not the case. 

  I am all set now and I do thank the business for finally issuing my refund. This case can now be closed. 

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

• Initial Complaint

  Date:06/30/2023

  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 bought a product with them March 30, 2023 #C98706 it's been more than 90 days and there was no update on the product tracking, my address is correct, I opened a ticket but the store didn't solve my problem,

  Business Response

  Date: 07/01/2023

  We understand your concern and appreciate you reaching out to us separately. 

  If your re-shipment arrives as expected, please kindly refuse delivery as we have now refunded you. 

  We have since set up ****** to be a DHL only shipping country to address the increasing dificulties with shipping via the postal service. 

  We do apologize for the difficulty with this order. 

  CMRyan

  Customer Answer

  Date: 07/04/2023

  I agree, I'm waiting for the refund to arrive
  

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair 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 HD Retrovision Sega ******* cables (Order #C101812) and when I received them, they did not output green. Now, I also purchased a Sega ******* Model 2 to Model 1 adapter (order #C102234), so I can't verify if it is the cables or the adapter, but considering I have received broken cables before and the resulting image was the same this time, I am going to assume it is the cables. I submitted a ticket 10 days ago asking for a replacement and have not heard back. This is the second time I have received broken cables from them and had an unresponsive ticket. Please replace my HD Retrovision SEGA ******* cables and respond to my ticket.

  Business Response

  Date: 06/23/2023

  We've responded to your support ticket and have set up a replacement for you. 

   

  Thank you, 

  CMRyan

  Customer Answer

  Date: 06/27/2023

   
  Better Business Bureau:
  
  This resolution is satisfactory to me.
  

• Initial Complaint

  Date:06/19/2023

  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.

  hello I purchased a item on this store ( online) just few minutes of the order we call and request a refund because the item was incorrectly selected, they responded back and sent us the return label 2 days after we sent it over to them and received the confirmation that they received the item and we will be refund our money back at this moment i request 3 times already a refund that we never got I request to take down this online store for fraud

  Business Response

  Date: 06/20/2023

  We apologize for the delayed processing time on your return. 

  We have received your return and have issued a full refund. 

   

  Thank you, 

  CMRyan

• Initial Complaint

  Date:04/08/2023

  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.

  I placed and paid for an order (#C97262) on Feb 27 for four items that were in stock when I placed the order.I first opened a ticket (#******) on Mar 8 when it hasn't shipped yet. Response was received a day later saying that one of the items is "hand assembled in house", but also stated it would head to shipping by "the end of next week" (which would be Mar 17).I opened a second ticket (#******) on Mar 27 when they have missed their initial promise by 10 days to inquire why my order still hasn't been shipped. I received a response after 4 days stating a request to expedite my order was given.I opened a third ticket (#******) on Apr 1 (more than 30 days since I first placed my order) asking again why my order hasn't shipped. I got a response after 3 days, again stating that one of the items is "hand assembled" and they are "experiencing very long delays with orders and then assembling and testing items".At this point I have given more than reasonable amount of time for this company to ship out my order. All they have given me are excuse after excuse and still have not sent my items. Throughout their responses, they were many contradictions which lead me to believe they are not truthful and I find it hard to believe that any of the items I ordered are actually in stock.- Their response to my first ticket gave me hope it would have shipped by Mar 17 by their own words. They missed that date by weeks at this point and have not made any acknowledgement to that.- Their excuse is "very long delays with orders". There's no such communication on their website this is going on, else I would have ordered somewhere else.I sent a final ticket on Apr 6 (#******) requesting a full refund and to cancel the order as I've had enough of this. I have yet to receive any response or refund. Their responses to my tickets as far have been extremely unsatisfactory. The fact they took my money and did not deliver in a timely fashion is unacceptable.

  Business Response

  Date: 04/08/2023

  We apologize for the mistake and mishandling of this order and your inquiries. 

  We have in the meantime added live chat to give customers a better experience in getting in contact with us. 

  We have refunded you per your request and regret how this order was handled. 

   

  We sincerely apologize.

  **** - CastleMania Games

  Customer Answer

  Date: 04/10/2023

   
  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,
  
  *******************