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:12/29/2023

  Type:Service or Repair 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 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//******************************************.

• Initial Complaint

  Date:11/17/2023

  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.

  This company takes large amounts of money from its clients with 0 communication, then refuses to communicate in any way, they have removed all contact numbers and customer service agents. They do not ship your item and wait for you to file a complaint to even acknowledge they took your money. They are just holding money and not mailing the items, and they have cut off all forms of communication to validate or acknowledge receipt of any communication. This company does not deliver or produce the products it sells. This c9mpany provides no tracking numbers, or any communication regarding its shipping. This company is openly stealing from its customers.

  Business Response

  Date: 11/20/2023

  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: 12/05/2023

   
  Complaint: 20825312
  
  I am rejecting this response because:
  It is automated garbage
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/05/2023

  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.

  I pre-ordered "Final Fantasy XVI Deluxe Edition" from SquareEnix on 2023-06-12. Order #**-12723. Despite of receiving notifications from *** saying the were waiting to receive the merchandise from the merchant (tracking #: 1Z3Y70370307001368) a few days prior to the release date Jun 22nd, I didn't get it delivered until Jun 27th - Five days after the release date. According to the company website I am eligible for return of the unused, unopened merchandise. I contacted the company numerous times providing pictures of how the merchandise was still intact, they still haven't been able give me a shipping label to return and get a full refund. All they could answer was several apologies and saying they were escalating the matter. Oh, if I took more than 48h answer them, they would close the case. They took their sweet time to answer me everytime and kept closing the case and giving me a hard time to do a simple return! I am seeking to return the merchandise and get a full refund including the shipping fee. I also would ask for extra *****% since the purchase date. That's the average APR for most credit cards in *** in 2023. I think that's more than fair regarding the trouble and the information inconsistency provided by the company.

  Business Response

  Date: 10/06/2023

  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: 10/09/2023

   
  Complaint: 20679191
  
  I am rejecting this response because I've tried to contact Square Enix numerous times and their customer service is inconsistent and incompetent. I have provided every single information they requested to make this return. But Square Enix doesn't take my inquiry seriously. At this point I am feeling discriminated by a company that refuses to own their mistakes. 
  
  Sincerely,
  
  **********************-*******

• Initial Complaint

  Date:09/20/2023

  Type:Order 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.

  Have not Fixed a error on their game that makes it where I can't play for what I have paid for.Also Taken away what I have paid for with no compensation.

  Business Response

  Date: 09/21/2023

  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:09/08/2023

  Type:Service or Repair 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.

  Back in 2015, I registered for the first time on the Square Enix Final Fantasy 14 forums to seek advice. In a thread, I was bombarded with insults because (realized later) that my unique playstyle was unpopular despite Square Enix's policies stating to respect other's unique playstyles. One user was calling me racist terms, which I reported. This went on for over a week, I didn't reply to and reported each incident. After a week, I reached out to customer service to find out if this behavior is ok because nothing was done. If it was ok, I would quit wasting my time reporting. The first service rep I spoke to said they can't do anything about the forums. The second rep apologized and told me to report the person one more time and they would escalate for me. I returned to the forums less than a day later to find I was permanently banned. I received no email/explanation. I attempted to contact SE and they only said "The team has completed a thorough investigation of the account action and it was found proper" but won't tell me what I supposedly did. I attempted to contact them regarding this in September of 2022 and got the exact same response. I attempted to contact them again this month and got, again, the same response. The rep refused to let me talk to a supervisor or the exact person he said he spoke to who confirmed it was proper. He kept telling me "You've already been told why" even though I have never been told any reason, which is why I've contacted them multiple times.So to me, it looks like I reported someone for verbal harassment and got permanently banned for it.

  Business Response

  Date: 09/08/2023

  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:06/22/2023

  Type:Customer Service 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.

  Today on 6/01 I tried to get a refund for a product because they broke their own contractual rules. This company only cares about money and will drain you of it. They falsely advertise their games, now. Just overall shady business practices with third party companies. Not a reliable company, whatsoever. There is many articles online of people contemplating suing this company over their blatant stealing of money.

  Business Response

  Date: 06/23/2023

  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:06/08/2023

  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.

  Square Enix sold Final Fantasy III as part of a Pixel Remaster. Having never played the game before, I purchased the remastered game and thought it would be an enjoyable use of my time. Things were going along well and then I made the stupid (sarcastic) decision of entering a room in the same manner I had entered a room in the game for the prior 20 hours.Without any notice whatsoever, by entering this room the game was programmed in a manner to arbitrarily block the software user from accessing any of the previously accessible areas. By doing this, the user was blocked from being able to gain the necessary levels or stats that are strictly required to beat the game.They programmed the game in a manner to lock the user in a room that cannot be exited and cannot allow the user to proceed with the story, and they did this when you spent ***** hours to get to this point in the game.This is such a deplorable way to program a game. It was NOT acceptable when the game was first designed and it is absolutely not acceptable in 2023, especially considering this was a re-programmed remaster of sorts when the software engineers had a chance to fix this issue. Again, ZERO warning that the game was about to permanently block the user from proceeding. The only way to "fix" this issue is to restart the entire game and to redo 20 hours of work. Despicable.

  Business Response

  Date: 06/09/2023

  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: 06/28/2023

   
  Complaint: 20085984
  
  I am rejecting this response because: Choosing not to respond isn't a response.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/29/2023

  Type:Billing 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 was locked out of my square enix account when my phone broke and i had to wait for another one. I had a charge pending for $14.99 to come out on the 15th. I completed a cancelation of my subscription before the money was withdrawn. I did not log in to my account for the last month I had paid for (cause i couldn't log in to cancel), but I did not request that to be refunded, only for them to cancel the upcoming subscription charge. They claim I did not cancel in time.Regardless of that, I have a right to get what I pay for and choose what I can and cannot afford on any given month.I am seeking now for Square Enix to refund the previous two months of service. I thought I was being reasonable with my request, but they only keep closing the ticket abd won't even tell me under what company name payments are opperated under so proper investigations and complaints can be filed.They will not respond to me. I am seeking immediate refunding of the past two months.

  Business Response

  Date: 03/29/2023

  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 http&#**;//******************************************.

• Initial Complaint

  Date:02/08/2023

  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 purchased Final Fantasy 14 and began a month long membership on January 9th. Every single day since January 9th I have attempted to play the game. However, due to server capacity, I am blocked from even entering the game. They should not be selling the product if they cannot follow through with what they are promising. The membership is $15 a month and as of today its been a full month of constantly attempting to create a character in the game. Not only did I waste $15 on this scam but I wasted the past month constantly trying to get into the game. I contacted support about this issue, they told me to create a character on a different server (which means I can't play with friends, which is the whole point of the game) and then continue to wait 90 DAYS and on top of that pay $18 to switch over to the server I want. They asked me to pay them MORE money due to their lack of honesty. If they would have told me before I spent $40 (on the game as well as membership) that I could not play with my friends, I wouldn't have wasted my money.

  Business Response

  Date: 03/13/2023

  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 http&#**;//******************************************.

• Initial Complaint

  Date:01/17/2023

  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.

  My son had square wnox account did not use product and just started to notice it was still coming out my account it's been months but they say they cannot refund me my money they game is in a box this is rediculous.

  Business Response

  Date: 03/13/2023

  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 **************************************************.