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:09/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Last August, I ordered a Steam Deck from the Valve Corporation. Within a month of use, I noticed a defect on the left joystick topper. Now I had removed the joysticks themselves and put in new ones that were better and total cost me $190. But when I called Valve to just have them replace the topper, they told me that they would have to send me a whole new product instead of fixing the previous, and they would not return the sticks I had purchased. This was my first red flag. But the second is when they sent me the new unit after I sent the old one back is that the new unit now has another different defect in the product, air bubbles in the screen. Not only that but there is no way to actually call this company to explain your problem and have to instead deal with their internal e-mail system which only sometimes works and is only sometimes accessible. I have encountered error messages simply trying to retrieve my support ticket in deal with this matter. Mind you this is a $700 premium product that you had to reserve A YEAR IN ADVANCE to purchase. I want either my money back or a Steam Deck WITH NO DEFECTS in a timely manner, I want what I paid for.

• Initial Complaint

  Date:09/23/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 made a purchase (pre-order) on September 7th, 2022 for Call of Duty Modern Warfare II - Vault Edition for a total of ****** on my Steam account.I was banned for no apparent reason and have submitted several refund requests that all have been denied. I have attached a ban message that I received that provided essentially no useful information. They are refusing to refund me for a game that isn't even released yet and that I will never be able to play once it does come out too. At this point it feels as though this money has just been completely stolen from **** have submitted a complaint against ********** Blizzard as they are the publisher of the game but they are impossible to get ahold of. I am looking to get a refund to my paypal (where the purchase was made).My steam account has the following information (email, phone number, username):********************* ************* cchrissyy

• Initial Complaint

  Date:09/21/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 August 6, 2022, I made a purchase of three games from Valve's online gaming service Steam for $99.72. While this purchase was initially denied by my bank, i called them and told them that it was me making the purchase. The purchase went through. A month later on September 13, I got a message from Steam saying that a chargeback had occured and that they removed the games from my account until the chargeback was reversed as well as locked my account from purchasing other items. I have contacted their support trying to get it resolved and even though I have provided proof that they got the money when the purchase was made and have gotten no money back when the chargeback supposedly happened, they still insist that the chargeback occured. At first they requested a letter from the bank explaining that I did get charged and I haven't gotten any money back. I got a letter from the bank that day that they had sent regarding the initial denial. I misread this letter and thought it was them saying that I got charged so I sent it Steam's way. I have requested proof that this chargeback occured but they have ignored me. Every message from them, no matter what I say, boils down to "This purchase was revoked please talk to your payment provider for more information." Needless to say I have called my bank severel times about this dispute to gather proof and to resolve it. The bank has told that if a month has passed since the purchase they couldn't do a chargeback on it anyway.

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 September 19, 2022 at approximately 11:30PM I purchased a game called Arma 3 for $40.49 under the premise that Steam offers a refund if 1) the refund is requested within 14 days of purchase and 2) the user plays the game for less than 2 hours. I played the game for approximately 30 minutes and went to bed, having decided that I'd request a refund the following morning because of its exceptionally poor quality. At approximately 9:45 a.m. on September 20, 2022, I requested a refund. Steam replied that I had played the game for over 9 hours and I did not qualify for a refund. I filed another request for refund and indicated that it was literally impossible that I played the game for over 9 hours, as I'd been sleeping since around midnight the night prior. I checked and the game was indeed shut down and not operational during the night, but they still refused the refund.Their decision to not process the refund is in direct contradiction with their stated refund policy. I want my money back as I operated completely within the bounds of their stated, written agreement. Here is a link to the refund policy: https://store.steampowered.com/steam_refunds/In that policy it indicates that a refund is appropriate even if the user "just didn't like it," which applies here.

• Initial Complaint

  Date:09/20/2022

  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 a hardware device and received it successfully, but hen requested a refund. The request was approved and I received an RMA and a prepaid *** shipping label to return the device. I repacked the device in the original box with all contents and shipped using the pre-paid label provided. I have a *** receipt showing the package was dropped off weighing 3lbs 9.7 oz. Customer Support has acknowledged they received the package but states the device was not present and they will not issue a refund until I return the device - accusing me of fraud. I have replied several times to my support request asking that they file a claim with *** as the package has been stolen in transit. They have not replied in over a week.

  Customer Answer

  Date: 09/22/2022

  This complaint has been resolved.  Thank you!
  
  complaint #********.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 steam deck from valve which arrived in August. I learned in early September that I was unable to connect peripherals to the device due to a hardware issue, thinking it was the fault of the *** hub I was using I ordered a new one designed specifically for the steam deck (valve does advertise that "any" usb c hub is compatible) and when it arrived and worked on my phone and not my steam deck I became worried and contacted support. The support / warranty process is amateur at best, there is no phone number, or live chat, only a message system which has an average response time of 2 days in my experience, and every response was from a different agent. I explained my issue and said I wanted to start warranty claim, they told me to go read some forums and see if other users could help me. I told them I didn't appreciate the dismissive response and affirmed there is an issue and in need warranty support, they responded and they asked for details for devices I tried using, I gave them the details of 15 or so devices that dont work (the steam deck is a personal computer, and basic devices that have universal support such as mice and keyboards are not working) and then they asked for the same details again, I responded that I already gave the details, two days later I asked again if anyone read what I actually said, then I got a response and was told based on what I said there is no reason for an RMA warranty claim. It has already been show that the steam has amazing peripheral support, with pretty much all controllers, headsets, mice, keyboards and video output functional for all (based on people's experiences across the internet, reviews, and steams own advertising)Nothing I plug in works.

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 account was hacked and purchases were made (Confirmation Number *******************, *******************) totaling over 130 dollars. This was done without an authenticator check which you are required to use in order to even list and item that will net you 1 cent in your Steam wallet. This was done all with the use of their "Authenticator" My profile was updated without my consent. I've submitted the perpetrators' info and proof and they are still actively pretending to be Valve employees a week later. I requested assistance from Steam and help with reversing this transaction with no help. I requested a refund the steam balance (store credit) in my account but I was only met with pre-made responses and my request was closed.... Clearly their authenticator is just a placebo and they should not tout it as a security measure. I should be reimbursed as Steam does profit greatly from market transactions and scamming seems to help them out financially. They should ban all employee impersonators as this worsens their security.

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Steam username: bable631 I bought a game, Predator: Hunting Grounds, and I have played about ten matches. Out of those ten matches, four of them were ruined by gamebreaking bugs that are completely intermittent. I spent about 2.5 hours trying to troubleshoot the game to figure out if it was a problem that I could fix before resorting to a refund, but there's no solution to any of them. As I was unable to find any solutions, I requested a refund, and was denied. Then I requested it again, and was denied. Then I requested again, and was denied. I was denied because Steam does not guarantee refunds for games that have over 2 hours of gameplay logged, and Steam logged me at 4.8 hours. At least half of that time was troubleshooting or nonfunctional gameplay. I understand why this policy is in place, but I was hoping that people who review these requests would be intelligent enough to understand that they are still allowed to give out refunds for these kinds of issues. Apparently not. I did not get 2 hours of enjoyment out of this game, I just got frustration and lost $10.If I do not recieve a refund for this game, then I will never purchase a game on Steam again.

• Initial Complaint

  Date:09/15/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Someone got a hold of my account and bought themselves games. I tried refunding and they claim that due to their policies they dont give out refunds for my case. However, there website clearly states that if fraud is the case they take it seriously.They then claim i live at the ** address where the incident took place despite the fact i have multiple state documents showing i was not a resident. I also have documents proving my ** address belongs to *******************.

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 a steamdeck, paid them, and now the shipment is pending. Have contacted the business and it's been over 24 hours with with no response. I want my money back if this is the service I can expect after spending almost $1000 CAD to get nothing.