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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:01/06/2023

    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.
    My service ffxiv account was wrongly suspended at 2:34am est, contacted there abysmal customer support around 9am est when i tryed to sign into said account, only to be greeted by the notice, emailed them to be shoveled a generic robotic reply, a straight up refusal to be informed of WHY, this company's customer service is one the worse if not worst ive ever had the displeasure of trying to deal with.

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

  • Initial Complaint

    Date:12/10/2022

    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.
    Square Enix misleads customers into thinking that it's posted that there is a difference between the steam version of FFXIV and the windows version of FFXIV. I've purchased 10+ licenses of FFXIV to honorably cover all the differences in version, but this is inexcusable. When I purchase a license of FFXIV through the Steam store on a Steam Deck it is somehow the incorrect version for Steam. Based upon emails from the Square Enix team it is clearly posted that there are differences. This gross gaslighting of customers has forced a formerly loyal customer to complain. I hope that this situation can be rectified for myself and all others who have experienced the same(please check ****** for the many complaints).*********************

    Business Response

    Date: 01/17/2023

    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:12/02/2022

    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.
    My account was penalized and forced to change names without reason. I have attempted multiple times to get clarification from support who will not provide information or review the original penalty, or state what policy was violated. There are 7 other characters running around with the same name that were not penalized. The original name change was paid via online store.

    I am seeking clear communication and reversal of the penalty, or a refund of the funds allocated towards the name change.

    Business Response

    Date: 01/06/2023

    Business Response /* (1000, 5, 2022/12/07) */
    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 https://support.na.square-enix.com.


    Consumer Response /* (3000, 7, 2022/12/13) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    No response.

  • Initial Complaint

    Date:12/01/2022

    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.
    On November 21 and December 1 Square Enix out of El Segundo, CA illegally obtained $90 out of my bank account via my debit card. The card used was only about 2 months old. I did not legally let anyone use it nor did I give it out to someone. I have cotnacted my bank to have it canceled and they are going to investigate. I also contacted Square Enix. All they would tell me is there are 3 accounts attached to my card. This company provides online fantasy games to consumers. I do not play these games nor do I have anyone that could of gotten a hold of my card or plays these games. Square Enix refuses to tell me who is using these accounts due to there privacy policy. They said they would escalate an investigation into this matter. I don't think it is fair that the villian is being protected. This has caused me alot of distress because I have had to redo all of the payments and constantly keep an out on my bank account. Can you please help?

    Business Response

    Date: 01/11/2023

    Business Response /* (1000, 5, 2022/12/07) */
    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 https://support.na.square-enix.com.

  • Initial Complaint

    Date:10/07/2022

    Type:Delivery 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.
    Good morning,

    The **** game for the switch was supposed to come with a t-shirt during very early preorders. However, I didn't get the shirt just the game. There were better places to preorder at a much cheaper price if the site was not going to honor their preorder promise. No shirt was in my package, and I am disappointed because I was looking forward to the game, and the shirt. Please assist.

    Best,

    Business Response

    Date: 01/09/2023

    Business Response /* (1000, 5, 2022/12/07) */
    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 ********************** or other third-party services. To submit feedback or customer support requests directly to Square Enix, please contact Square Enix Customer Support at ***********************************


    Consumer Response /* (3000, 7, 2022/12/18) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I am contacting you because a shirt was supposed to come with an item I ordered. However, the shirt was not there for the **************************************

Square Enix, Inc is NOT a BBB Accredited Business.

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