BBB Accredited Business since
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This company offers internet social gaming.
A BBB Accredited Business since
BBB has determined that Zynga, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Zynga, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 823 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||499|
|Total Closed Complaints||823|
Additional Complaint Information
BBB's business review for Zynga was created in September 2008. A recent review of this company's complaints was done in January 2015. Complaints concern consumers stating they are unable to reach the company to get assistance with their problem - many consumers say they are unable to find contact information and other consumers state they are unable to obtain resolution once they've reached the company. Consumers also complain that game currency disappears (usually purchased with real money, sometimes won through a game) and consumers are unable to get it back.
The company responded to the above concerns by providing the following:
As you are aware, our company publishes both web and mobile games that are free to play. For all of our players we provide both Forums and Help Center support to identify and resolve known and trending issues. Not every player will have the same support options or at the same time, which is outlined in our support policy as well as our Guide to Support Channels. As our game slate and services evolve we periodically will make changes, as outlined in our Terms of Service, which allow us to ensure we are meeting the needs of our audience.
For those who qualify for additional support options the response service levels rage from 4 hours to 48 hours for written support. For Billing and Purchasing issues for in-app purchases, we provide 24-7 live phone billing support as well as email support for those concerns.
Because our games operate on different platforms the experience may be slightly different between mobile and web versions of our game. Our ability to support a player also requires that they self-identify through Facebook Connect which allows our systems to identify the player and route their concerns accordingly. Because our games are free to play, players are able to play anonymously, which can prevent our ability to identify them and provide support for any concerns that they may have.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||23|
Type of Entity
Business ManagementMr. Todd Cash, Director, Customer Service Ms. Jennifer Burger, Compliance Manager
Number of Employees
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On May 9, 2014 Zynga Inc., advised BBB that they no longer own the game YoVille and will no longer be providing support to the game or its players. The new company providing support to YoVille players and the game is Big Viking Games. Big Viking Games is located in London, Ontario. For more information please visit http://www.bbb.org/western-ontario/business-reviews/computer-software-publishers-and-developers/big-viking-games-in-london-on-1052613.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview