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Business Profile

Video Game Dealers

Square Enix, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Video Game Dealers.

Complaints

Customer Complaints Summary

  • 50 total complaints in the last 3 years.
  • 13 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:07/01/2025

    Type:Service or Repair 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.
    Setting up an account has been roadblock after roadblock. There was an old account that seems to be confusing things. No customer service. So basically they just stole $80 from me and we cannot play the game we purchased

    Business Response

    Date: 07/01/2025

    Thank you for reaching out to Square Enix, Inc.("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.

    To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.

  • Initial Complaint

    Date:06/24/2025

    Type:Customer Service 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 recovered my account for Final Fantasy 14 using the only email address ive ever had with square. I bought the expansion and 30 days gametime, and then when i logged in all of my characters ive spent years invested into were gone. On 6/18 I contacted square enix support, and they stated that due to a bug in the system there were 2 accounts linked to my same email address *********************** They asked me to move my characters to a different email address and i agreed. I then asked the support agent to move the $40 expansion AND the 30 day game time to the new account since this was not my mistake, this was due to a bug in the square system (they dont allow you to make more than one account per email). The customer service *** agreed, and told me i needed to fill out a transfer form that stated the incorrect account the assets were purchased on, and asked for the correct one to be transferred to. He said the transfer was complete, but it never happened. I am still unable to login to my real account "**********", and they left my 2 purchases on the wrong account "**********-". Why am I being punished for an error in the square enix system, and why didn't the chat agent follow through as promised? I've attached a copy of the conversation between me and the chat agent that occured on 6/18.

    Business Response

    Date: 06/24/2025

    Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services. To submit feedback or customer support requests directly to Square Enix, please contact Square Enix Customer Support at http://support.na.square-enix.com.

  • Initial Complaint

    Date:06/06/2025

    Type:Product 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.
    On June 3, 2025 at approximately 1:00PM I made and online purchase on the Square Enix website for the purchase of Final Fantasy XIV Complete Edition. Upon completing the transaction I was given an order confirmation stating that my purchase had been accepted and completed. I checked and confirmed that the money had been removed from my ******************* checking account for a total of $62.79. I then was sent another email a minute or so later stating that my order had been "declined".I filled out a case with what appeared to be 'support' but after sending it. My account has still not shown any such case having been reported. Even after nearly two hours later.This is not the first time I have dealt with this issue from Square Enix. That last time was about a year and a half ago. The exact same circumstances for the Collectors edition which was nearly double the price.I have nothing on my account that shows any holds, or reasons why I would be refused to receive my purchased item. Square Enix is notorious for being all but impossible to get support from. Even just finding a page where I could submit some kind of report took several minutes of searching ****** to find the proper ******* far as I'm concerned while Sqare Enix may be a huge multinational corporation that could squash me like a sub human bug easily; if you pay for an item (digital or otherwise) and then the seller refuses to give you the item you paid for. And all but refuses to give you a way to get your money back. That is the very definition of Fraud.Multinational corporations should not be allowed to get away with such practices. Just the same as a small street vendor should. The only difference being you and I know that the vendor will go to prison and the corporation will have nothing happen to it.If the BBB can make sure I get the item I paid for, and make clear to SE that they are bound by the law like everyone is. I would be greatly appreciative.Thank you

    Business Response

    Date: 06/06/2025

    Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.
    To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.

  • Initial Complaint

    Date:03/17/2025

    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.
    Downloaded FF14 via Mogstation Windows edition on 3/15/2025. I'm an older player coming back after 2 years. I've already seen all the stories so I opted to skip them and go straight to pvp. My previous character was maxed out. I purchased two of my favorite classes to fight in PVP. I use to love to PVP in this game, so I figured why not have some fun, that's what games are for right? I switch between the two and there is no option to to pvp any longer. At ****************, where the skills are supposed to be for pvp, I have my normal skills there instead. I meet all the requirements, and not to mention I just was in eight matches before I switched characters. This company always had a favoritism vibe, and I could possibly sue for discrimination, but I will not. Refund my card, I will go my way, you go your way, and we'll leave it at that.

    Business Response

    Date: 03/17/2025

    Thank you for reaching out to Square Enix, Inc.("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.

    To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.

    Customer Answer

    Date: 03/19/2025

    I wanted to inform the BBB that Square Enix is no longer at fault and has made everything right.

    Thank you for assisting me on this matter and please notify Square Enix that I am happy with their services and I apologize for any inconvenience.  Thanks again.

  • Initial Complaint

    Date:03/17/2025

    Type:Billing 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'm attempting to log into my account that I've purchased $1,359.70 in digital items for. My old Steam account was linked to this Square Enix account. That steam account is now deleted. Square refuses to unlink my steam account so I can associate the new one, taking away my access to that $1359.70 in items I've purchased.

    Business Response

    Date: 03/17/2025

    Thank you for reaching out to Square Enix, Inc.("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.

    To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.

  • Initial Complaint

    Date:03/17/2025

    Type:Order 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.
    Square Enix the above named business has been using my media for monetary gain and for gifts and donations without prior or proper authorization for myself or from any representative thereof. Also, without providing myself or any representative thereof fair compensation.

    Business Response

    Date: 03/17/2025

    Thank you for reaching out to Square Enix, Inc.("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.

    To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.

  • Initial Complaint

    Date:02/12/2025

    Type:Product Issues
    Status:
    Unresolved
    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.
    Their website charged me twice for the same item. I requested a refund, they told me no. Then they told me to circle around to in-game services to try to work out a substitution instead of giving me a refund. I tried that, they don't have records of the customer service number. I want my money refunded.

    Business Response

    Date: 02/13/2025

    Thank you for reaching out to Square Enix, Inc.("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services. To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.

    Customer Answer

    Date: 02/25/2025

     
    Complaint: 22882578

    I am rejecting this response because:

    Refusing to respond is not a response.


    Sincerely,

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

  • Initial Complaint

    Date:02/03/2025

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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 had my Square Enix account since 2015. I played for years, spent plenty of money, and I stopped playing for a while. I've been trying to log back into my account, but the ********************** support (which is ABYSMAL) has been completely unsupportive or helpful. I've provided all the evidence I have to show it is MY account but they won't help. They say it's in another name, which COULD be a previous last name, but when I try to verify they do not help me because they "can't confirm this information"??? PLEASE JUST LET ME PLAY THE GAME. you're the WORST company to try to get support from.

    Business Response

    Date: 02/03/2025

    Thank you for reaching out to Square Enix, Inc.("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.

    To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.

    Customer Answer

    Date: 02/18/2025

     
    Complaint: 22887791

    I am rejecting this response because:

    I have ALREADY gone through your unhelpful steps to provide ALL information you requested, I have gone through multiple processes and "support emails" but you are unwilling to help. You KNOW that I am not the only one to experience this exact issue and yet you refuse to help. I have spent so much money on you and I regret ever doing so. 

    You should be ashamed of yourselves. 


    Sincerely,

    Oase Erkamp

  • Initial Complaint

    Date:02/03/2025

    Type:Customer Service 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.
    Dear Better Business Bureau,I am filing a complaint against Square Enix due to their unhelpful and ineffective support regarding the recovery of my Final Fantasy XI account. Despite multiple attempts to verify my identity and provide all possible details, their support team continues to reject my requests, claiming that "most data is incorrect."I have owned this account for many years and have invested significant time and money into it. Over time, people change devices and may lose access to certain information, but I have offered to provide official documents, such as my passport, to verify my identity. However, Square Enix refuses to assist me in any meaningful way.Their customer support has been completely unresponsive and unhelpful, making it impossible for loyal players to recover their accounts. This level of service is unacceptable, and I am requesting BBBs assistance in addressing this issue.I would appreciate any guidance or action that can be taken to resolve this matter.Sincerely, (To assist in verifying my account, here are the details I can provide:Main Character Name: Liveevil bahamut server level 60 sub Characters: Enm, Boyahdah Secret Question: "Whats your first pets name?"Possible answers: Asf000r or Asfoor (not entirely sure of the exact spelling).Account ID: It could be either ******** or ******** (uncertain). my gmails ************************************************************************************************************************

    Business Response

    Date: 02/03/2025

    Thank you for reaching out to Square Enix, Inc.("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services.

    To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.

  • Initial Complaint

    Date:01/06/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 game from them (through steam) on December 18th.The game ran fine, at first, on my brand new pc. Then more and more performance issues began to occur. After intense research, many other users are experiencing similar issues due to poor pc optimization, similar to memory leak problems. Steam refuses to refund, and only says to work with square Enix.Square Enix support isn't responding now, after offering ineffective bandaid solutions to their shoddy product.I just want the product I purchased to work.

    Business Response

    Date: 01/21/2025

    Thank you for reaching out to Square Enix, Inc. ("Square Enix"). Please be aware that Square Enix does not review, or respond to, individual feedback or customer service requests submitted to the Better Business Bureau or other third-party services. To submit feedback or customer support requests directly to **********************, please contact Square Enix Customer Support at **************************************************.

    Customer Answer

    Date: 01/29/2025

     
    Complaint: 22758293

    I am rejecting this response because I am still waiting on a reply from your customer service team from much earlier this month. I provided photographic evidence that the minimum hardware requirement your team is quoting to me is NOT what is listed on steam. Lying to your customers is wrong. 

    Sincerely,

    ***** ********-********

Square Enix, Inc is NOT a BBB Accredited Business.

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