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Business Profile

Video Game Supplies

CastleMania Games, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Supplies.

Complaints

Customer Complaints Summary

  • 44 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2023

    Type:Product Issues
    Status:
    Resolved
    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 23, 2023, I purchased an order from this company in the amount of $26.48. The order came in a week later, but it was damaged and wasn't working. I asked for a refund and they sent me a return slip and once returned they will send another one out in the next couple of days. A couple days later, they recieved the return. After 2 weeks there was no response back from the company. I started to e-mail/contact them to find out what is going on, and they didn't respond back. After the 3rd week of getting in contact with them, they responded that they received my return...and that was it. I asked what is going on and why they are not answering and I did not receive any response back. After another week of zero correspondence back from them, I finally said that I changed my mind, and I want my money back, since they are not responding to me. Immediately they decided to send my exchanged item, but I have already made up my mind and wanted my money back. I received the item today, but I do not want it, since I already decided I wanted my money back. I tried calling again and sent them a message demanding my money back, and they are not responding at all.

    Business Response

    Date: 04/03/2023

    We refunded him, today, after receiving his email and before he filed this complaint. 

    There is no further action needed.

    Customer Answer

    Date: 04/04/2023

     
    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:01/26/2023

    Type:Delivery Issues
    Status:
    Answered
    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 am trying to cancel Order #C84538 (it regards an unsent item, which is in preorder). I have submitted 3 tickets already, in the last week. They ************** to revert back to me in 24 hours, but no one does. I just want to have *** order cancelled and the amount paid refunded.

    Business Response

    Date: 02/02/2023

    Hello ******, 

     

    We have cancelled your order and have issued a full refund. 

     

    Thank you, 

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

  • Initial Complaint

    Date:11/28/2022

    Type:Product Issues
    Status:
    Resolved
    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 September 28th, 2022, I filed a support ticket to troubleshoot a product which appeared to be defective (gComp) and to find a way to return another which should have been cancelled (Mem Card PRO.) The order (C61619) was delivered around September 17th per confirmation email. There has been no response for two months. I have attempted to contact them afterwards. It certainly appears they are trying to wait the issue out.For the gComp: troubleshooting steps I had taken already were provided in this ticket (#******) to confirm that it was not other related items connected to the gComp. I would prefer to do an exchange if they have no other ideas of how I can fix the item and I do understand that another delay is possible in regards to gComp's supply chain issues.For the Mem Card PRO: I requested the Mem Card PRO be cancelled from this order on July 9th, 2022, and they confirmed the cancellation on July 12th. Considering it was a pre-order, the funds were captured in full from PayPal and no authorization was done. However no refund was ever issued and the Mem Card PRO was delivered alongside the gComp. I want to return this for a refund but it is no longer on my invoice, so I request(ed) assistance in returning it for a refund.

    Business Response

    Date: 11/29/2022

    Hello *****, 

     

    We apologize for having missed your inquiry. We will resolve this for sure and stand by our products.

    For reference you can always call us directly ************** M-F 8-4 Central. 

    If you would like an exchange please select that option from the returns portal. 

    If you would prefer to return your item and recieve a refund, please select that option. 

    https://returns.castlemaniagames.com/return/new?c=castlemaniagames

     

    If you need additional help please open a new ticket or call us, we're happy to help. 

     

    Thank you, 

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

    Customer Answer

    Date: 11/29/2022

     
    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:11/03/2022

    Type:Product Issues
    Status:
    Resolved
    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 retro fighters defender controller and there was a problem with the left thumb stick. So I emailed them about the problem and I asked if I can exchange it. They said yes. They received my faulty controller and I haven't heard from them since. I have emailed them multiple times, called them and left voicemails multiple times (they never answer by the way) and still no response. My order# is C83285 and I asked for an exchange but haven't heard from them. If they wont exchange I am willing to just get a refund. But I do like the controller but haven't heard from them about status of exchange or anything.I bought from them multiple times and never thought service like this would happen from a well rated company.

    Business Response

    Date: 11/14/2022

    Hello. 

     

    We appreciate your concern and it seems you might have missed some emails from **?

    After you submitted your exchange through the returns portal we created the replacement order which has shipped. 

    You would have received an email with tracking. All the same, your tracking# is 9400111206238868914878.

     

    If you need anything else additionally please let us know, we're happy to help you. 

     

    Thank you, 

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

    Customer Answer

    Date: 11/14/2022

     
    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,

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

CastleMania Games, LLC is NOT a BBB Accredited Business.

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