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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

  • 51 total complaints in the last 3 years.
  • 15 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:04/29/2024

    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.
    I purchased a video game license from them and no where on there website does it easily mention to the consumer that after the purchase of the video game license, you also still need to pay a subscription to use their servers monthly and I do not want to pay that, in addition to the game that I already bought. I think it is bad business practice to not make that easily known information since the absolute vast majority of games do not operate this way. I have only created an account with their website, and have not even downloaded or played the game yet. I would just like a refund for the game that I bought. Here is the order number Order US-******

    Business Response

    Date: 04/29/2024

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

  • Initial Complaint

    Date:04/19/2024

    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.
    There is a problem with my account order history that needs resolved and I can not get them to email me back, at this point I want to talk to someone on the phone and get things resolved as soon as possible.

    Business Response

    Date: 04/20/2024

    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: 05/17/2024

     
    Complaint: 21520258

    I am rejecting this response because:SquareEnix customer service is non existent, as in they only have self help sections (that don't help) and no real live customer service. But you can close this complaint because it seems that any attempt to get actual customer service is pointless.

    Sincerely,

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

  • Initial Complaint

    Date:04/18/2024

    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.
    On February 16th 2024 I purchased a video game from square enix. After not hearing from them in over a week in regards to them receiving the payment and shipping out the item I canceled the order and asked for a full refund. I asked them not to send the game to me that I did not want it. Finally after a week and a half somebody did respond only to tell me that "we're sorry we sent the game out." I then tried to contact the shipping company to stop them from sending me the game and I had no luck in doing that. So after the game finally arrived almost 3 weeks after I ordered it, I immediately contacted them and told them I wanted a return. I wasn't going to pay for shipping since I tried to stop the transaction before they shipped it and I wanted them to print a shipping label so I could send it back. Once again they took about a week to get back to me and asked for my information?! Which is ridiculous because They have my information. I purchased the game from them. They had my email my shipping address my name and everything. Which I told them, to which they took another week to say sorry we need your information. So after I provided the information they then said to send them a picture of the game. I sent them a picture of the game in the box to which it took a week for them to get back to me only to say please open the box even though the box itself shows their shipping address coming straight from them. So I sent them a picture of the game and they told me that they would look into a resolution and that was eight days ago for my last contact from them. I want them to provide *** shipping back to them without any charge to me and I want a full refund.

    Business Response

    Date: 04/19/2024

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

    Customer Answer

    Date: 05/08/2024

     
    Complaint: 21507801

    I am rejecting this response because: there is no response. This is lining up with exactly the same disregard as I received. They don't respond to the Better Business bureau?? That is absurd. So square enix did not offer anything to the BBB in order to rectify the problem. No I do not accept this and I wish to escalate it in whatever way is possible.

    Sincerely,

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

  • Initial Complaint

    Date:04/18/2024

    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 bought Final 14 downloaded it and cant play it because theres some kind of account that I supposed to have made I guess 20 some years ago and since I cant remember nothing about it they wont help me out and wont give me my money back

    Business Response

    Date: 04/19/2024

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

  • Initial Complaint

    Date:03/28/2024

    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.
    I purchased the collectors edition of Final Fantasy 7 Rebirth from this retailer for a total of $379.78 when I made this purchase we enter a contract where I pay the money and they ship me this game in time for the 2/29 release. Square Enix has failed to uphold their obligation of my package along with being silent about any resolution.*** has told me to contact Square Enix to open up an investigation and Square Enix has not responded. Numerous people have been talking about the same issue here on Reddit so this is not unique to me: ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************* you can read from these posts Square Enix has made a ton of money off of preorders but being silent about the delays or when we could see our purchase. The simple fix would be to give these people download codes for the game to bridge the gap between the delays. At this point I am hoping the BBB can make Square Enix respond and refund a portion of these purchase to people getting delays.This wasn't purchased through a third party website this is the Official website for pre-orders and they cant get it right. I am begging you to please look into this and force a correction for not only myself but countless others who did not receive their item today. If you would like my personal tracking number for this purchase at *** is: 1Z3Y70370307602898. I have already opened a claim.Thank You

    Business Response

    Date: 03/29/2024

    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:03/28/2024

    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.
    Square enix has a zero refund policy for some games but also at the same time they make their design so aggresive where not only me but a couple of my friends buy products from them that they cannot play due to one issue or another. Granted if you forgot some account ********************** they can be very forgiving, however, i bought a game final fantasy 14, and it has no refund. I am fine with that I just wanted to play it, but due to their account design its kind of hilarious, I cannot play the steam version of the game, and I cannot get a refund for it.They do not try to resolve my issue, I have tried working with them several times, but it always ends up with them ghosting me. If I could just play the game I would be happy, I don't even mind the no refund, and theres got to be some kind of representation for this kind of thing. I have bought a few of their games through the years, but its getting really old now. I would at least like to play the game I bought even if a refund isnt possible. Its not my hardware, its their account management system and their user aggresive design.

    Business Response

    Date: 03/28/2024

    Thank you for reaching out to Square Enix, Inc. 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 http//******************************************.

  • Initial Complaint

    Date:03/15/2024

    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.
    Squareenix uses a bug ridden web interface. Due this, my checkout wound up with a quantity of two copies of one of their games as opposed tot he single one I needed. I contacted their customer support with ample time and they assured me they were cancelling the order.I suspect they chose not to as pre -order sales numbers have a positive affect on their earnings reports and stock price. They shipped my order and I would like a refund of my ****** plus any further shipping costs immediately.

    Business Response

    Date: 03/15/2024

    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: 03/26/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is (mostly) satisfactory to me.

    In addition, SquareEnix would be far better served with adequate customer service, and a website that wasnt designed in the early 2000s. I represent one of many loyal customers to SquareEnixs franchises and it is a shame I was left in the dark for so long on this issue.

    Sincerely,

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

  • Initial Complaint

    Date:01/25/2024

    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.
    Last transaction was $30 on 1/02/2024 for an online subscription service to Final Fantasy 14. The business was committed to providing an online service for a subscription fee. Account was terminated with the business on 1/04/2024 and the subscription lasts for a month. Requested a refund for the service of that month for $30 but was ignored. I have invested at the minimum $1000 into the business over the past 3 years and 10 months. Account was with **********************

    Business Response

    Date: 01/25/2024

    Thank you for reaching out to "Square Enix, Inc." 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:01/22/2024

    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.
    This business makes retrieving a password exceptionally difficult. It hides the unsubscribe in a list of similar links with obscure language and multiple secondary actions required to even enter the page. They are putting the payment button on hi speed and being extremely obtuse when you wish to unsubscribe. I recommend people block the merchant because its far easier that way. Im seeing this with several tech companies recently. They all are protecting profits by making the unsubscribe button less and less accessible and the fact that bbb not anyone else does nothing to reign in on what is so obviously an ********* and corrupt form of business practice makes me sick to my stomach.

    Business Response

    Date: 01/23/2024

    Thank you for reaching out to "Square Enix, Inc". 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:12/29/2023

    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.
    i purchased sixty three dollar game from square enix games they have been commiting acts of theft by selling games that wont work and has well known errors itd widely reported yet nothing is done im not the only one who has been robbed

    Business Response

    Date: 01/03/2024

    Thank you for reaching out to Square Enix, Inc. 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 http//******************************************.

Square Enix, Inc is NOT a BBB Accredited Business.

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