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:01/06/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 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,
  
  ***** ********-********

• Initial Complaint

  Date:12/09/2024

  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.

  This is related to another BBB complaint made against *** Logistx side under the same name and email address of this complaint and will also include the same tracking number. I made a purchase for a plushie on 11/11 that was sent by Square Enix **** that was sent on 11/12. Movement on the package for delivery was fine until it reached ***. Once the package had left their facility to be delivered to **** and has had no movement whatsoever since. While Square Enix's support has been rather understanding, there has been some things they have not been answered while they are doing their own investigation. They had not mentioned if the package was insured, have avoided giving a resolution with another plushie being sent as a replacement as of so far as this seems to be lost in traffic and out of my control. As the senders, they should take responsibility for this (they are attempting with an investigation, but no result so far). This is something time sensitive for me as it will be seen in the screenshots. But all I do want is a resolution for this with the item being replaced and delivered to me from a different shipping facility that can make this happen as soon as possible over getting a refund. It is not in my hands to jump through all of these hoops for the package to reach me promptly and safely, but theirs as their responsibility as a seller fulfilling their end of the bargain. Though they are trying what they can, I do not see any sort of resolution happening any time soon and I'm running out of time for what I needed the item for. So I now turn to you, BBB, for assistance. I will include receipts of the purchase and conversation with Square Enix support, as well as the tracking number. In their records, it should be under inquiry #********. And hopefully the information from the complaint of *** can also help for this.

  Business Response

  Date: 12/19/2024

  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: 12/23/2024

   
  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:07/11/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  The product was purchased through the Steam marketplace. The database must have misplaced the account ********************** on their end because none of the login information or account security questions were able to reset the account. I also don't have access to the email because none of my emails are showing up in the recovery process. I'm stuck in an endless cycle of an automated customer support response about the account ********************** I or the servers do not have. I have yet to even play the game and it's been over a year of hassle with no results. I just want to play the game but the way the login system works I can't do that.

  Business Response

  Date: 07/11/2024

  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: 07/17/2024

   
  Complaint: 21953780
  
  I am rejecting this response because:

  Unable to resolve issue using response.
  

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

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 been a paying subscriber of Square Enix's Final Fantasy XIV game since 2019.I recently discovered that my account ********************** with them is erroneous and have made numerous attempts to correct this with Square Enix via phone and email.Square Enix has refused to assist in correcting this issue, even flat out hanging up on me during our most recent conversation.I have recorded the most recent phone calls I've had with them to prove my case.

  Business Response

  Date: 07/11/2024

  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: 07/23/2024

  Hello,
  
  I was given your contact information regarding my complaint filed against Square Enix.
  
  I understand that I did not respond quickly enough to the company's seemingly automated response to my complaint as I have been traveling the past week and a half for work. I would like to re-open my complaint as no actual resolution has been offered at all by the business.
  
  I am looking at the communications via the BBB portal and I am astounded that the BBB would even consider this resolved when it clearly has not been.. 
  
  Any assistance would be greatly appreciated.
  
  Thank you.
  

  
  

• Initial Complaint

  Date:06/12/2024

  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.

  Square enixs title final fantasy 14 has been given access to consumers who are enrolled in ********* gamepass. In order to use said title, you have to make an account to play. They give you an option to sign up a new account when you open the game to play. Many complaints online and self experience this method proves to fail over and over regardless of approach. Forcing you to go to the website to make an account. So I make an account ******************** through the website, but can not use these credentials to log in on the Xbox. Getting an error of invalid ID/password, yet Im logging in and out of the website. Changed the password. Updated my square enix ID name to something different, changed it back to the original, reset password again. Mind you I can do this all in the website no problem. But I get to the Xbox and it will Not recognize me. I send this to customer support where they inform me they can not find my account name, or email address. Yet Im logged into their website this is very bothersome. After a few more exchanges with support they simple repeated they could not help me because they couldnt verify my account. Now my original Complaint was very different than the second complaint of why can you find my account or info in your system. In a line to send in a ticket to support they ask for a physical address but hide so by asking for an email address instead of an address mind you this field come right after confirming your email address so why have a third box confirming your email again but also stating its for a physical address. I feel as though they are farming new account via mad methods to creat accounts or get them working. Asking for info that is not needed what so ever especially if you cant even find my email address in your system. To boot, customer support refuses to go any further. They refused my screen shots of me Logged into the website stating their system doesnt allow them to view it because my account wasnt verified.

  Business Response

  Date: 06/12/2024

  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:06/06/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 15 March 2024 I ordered two items from the SquareEnix merchandise website for my daughter's birthday which was 21 April 2024. I ordered her the 'Final Fantasy VII Rebirth' Offical Soundtrack Collection on cd and a Red XIII plushie, a beloved character from the game 'Final Fantasy VII'. While the soundtrack eventually arrived on or around 25 April the Red XIII plushie still has not been shipped. I have sent them multiple emails which they have outright ignored, not even having the common decency to inform me as to why the plushie has not been shipped to me or when it would be shipped. It is now an hour and a half from the 6th of June and those a******* still have not sent my daughter's present or informed me as to when they will; they still have my money but ignore my emails. A few weeks later I ordered her the 'Final Fantasy XIV Dawntrail' Physical Collector's Box for her Christmas present, which should be shipped to me fairly soon as the launch for the 'Dawntrail' expansion is currently scheduled for 2 July 2024.Every time I have placed an order with Square-Enix's merchandising website it has been a massive headache. It was a few years ago that I ordered my daughter and myself the 'Final Fantasy XIV Endwalker' Collector's Box. They sent ONE and charged me for THREE. Because they couldn't be bothered adjusting the mailing address I still have never gotten my copy and I never will unless I suddenly win the Powerball and can afford $1,000+ on **** for a $200 item, which isn't very ****** likely.The Red XIII plushie cost me somewhere between $33 and $40usd. I do not have the exact amount available at the moment but I can get it for you if required.I want my daughter's birthday gift, now MONTHS OVERDUE, shipped to me air-mail/overnight at their expense, and I would like for you to ensure that they do not s**** me out of her Christmas gift when it ships near the end of the month yet again. They don't give a **** about me, but maybe they will the BBB.

  Business Response

  Date: 06/06/2024

  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: 06/17/2024

   
  Complaint: 21809684
  
  I am rejecting this response because there is literally no response from the company that is showing up here for me to read. I want my orders and Im **** tired of waiting for literal MONTHS for an order that I placed in March. This is ridiculous! 
  

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

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Two issues re: same order Date of Transaction: April 6, 2023 Date processed/bank billed: April 7, 2023 Online order of item that included preorder items Amount charged: ****** Order number: ******** Date order was cancelled BY COMPANY: May 7, 2024 First issue, I was told I would received full compensation in seven business days. On May 14, 2024 I received an email saying they could not process the refund and requested "Name of the account owner Customer physical address Bank name Bank address Bank account number Bank routing number SWIFT code number"Multiple times, I requested a secure way to provide the information other than via unencrypted e-mail. After receiving the same request to each reply, I said I would contact a lawyer to find out how. There has been no response since May 17. I was advised to contact the BBB. I want the full refund promised.Second issue, over this time period, the preorder item' release dates were changed multiple time, and I never received contact about that. The order is not viewable on my account on their current website and I had to contact CS for the details. I never received contact when two of the items were released but not sent to me, and I had to contact customer service (They were to be sent to me with the release of the final item). Without warning or explanation, I received an e-mail that the order was cancelled and would received a full refund in 7 business days. I had to again contact CS to find out why (The order was placed with the 'old store'). I was sent a code for 20%/20 dollars at most and free shipping for this trouble. Given that the three items not received cost around ****** USD from the Japanese website *** international shipping offered) and ****** on the US, a 200 dollar store credit is what I want.

  Business Response

  Date: 05/30/2024

  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 https;//******************************************.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21776437
  
  I am rejecting this response because: the reasons I contacted the BBB in the first place was because I stopped getting replies from customer service about receiving a refund when requesting a secure way to get a refund for an order the company cancelled, and lack of pro-active customer service contact regarding delays, shipping, and the reason for/any forewarning about the cancellation.
  
  Square Enix's customer support is free to continue the e-mail exchange that they halted.
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:05/17/2024

  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.

  See attached. I purchased something from the mog station for in-game use. They sent to the wrong character even after I confirmed it to be going to the right one. They have been unresponsive, not helpful, and blame me for having sent it to the wrong character when it was THEIR error. Horrendous customer service. No phone number, all email correspondence, and they do not answer ever. Horrible everything all around. I have been playing and a loyal customer (considered a legacy player) since 2013 and that means nothing to them. They ****. Fix the problem, send item to right character, or refund me so I can get the item to the right character. I am not accepting financial blame or responsibility for THEIR error and they need to address this.You sent the phial of fantasia to the wrong character. It needs to go to Dexsin Morningstar on Siren. It went to my deleted character Dexsin Morningstar on ********* and it is the mog station websites fault because I confirmed it to be going to Dexsin Morningstar on Siren, the site reloaded and had me confirm the character name but did not state what server and it sent to the one in Brynhildr which has since been deleted and the item never claimed.This is the error with the mog station, NOT my own error as I did confirm the correct character and when the site reloaded, it went to the wrong ones so I do not accept any responsibility. Fix this - Ive been a loyal player since 2013. I refuse to have to purchase another phial of fantasia because of the websites error, NOT mine. I will keep following up until I get a response.Thank you.Will certainly be following up with them until I get a resolution.

  Business Response

  Date: 05/17/2024

  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:05/16/2024

  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 had an established Square Enix account, tied to my personal email address. I had troubles logging in, so I did the password reset process.This did not work and put me into an endless loop of not being able to access my account, which means I can't play the game (Final Fantasy 14).Upon contacting Square Enix, they told me I could not delink the Square Enix ID from my Playstation Network ID, and that in order to get this all corrected, i'd need to provide:-a new email address -copy of my driver's license or passport I'm fine using a new email address, but I find it absurd that for a video game I already bought and have played previously, that I have to provide my personal identification over an unsecured email chain with them.When I asked if there was another way to go about this, I got a firm no.I find it appalling that now, I can't use the product I purchased unless i'm willing to risk my own personal online security.

  Business Response

  Date: 05/16/2024

  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:05/16/2024

  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.

  Tried to access my account and can't due to deleting a security key app on my phone. I have done business with the company before and never had an issue. Same bank account, same name, same address, same e-mail, pretty sure same phone number. Not sure why any private company would need my passport or ID info sent over the internet except to sell or use for identity theft.

  Business Response

  Date: 05/16/2024

  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: 05/17/2024

   
  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,
  
  *********************************