Reviews

Review Details

• Review fromChloe S

  Date: 10/11/2024

  1 star
  I paid for one month subscription on October 10, but they stole 2 days from my subscription and ends it on November 8. Buyers beware, this company does not invest any money into buying servers so the servers are unplayable 25% of the time. They also don't refund you even if you can't play the game because of their own fault. Worst of all, they engage in false advertising, so you cannot trust any of their terms.

• Review fromAndrew C

  Date: 10/08/2024

  1 star
  Pre-ordered a product and the release date was changed without notifying me. Product will now be over a month late from its Japan release. Ordering from their North American store is somehow slower, and more expensive than importing directly.

• Review fromNick M

  Date: 08/19/2024

  1 star
  I ordered a product that wasn't what I wanted so I tried to issue a return. The packaging was a standard box with no seal. Took their customer service over a month to provide what was needed to be returned only to be denied due to an open product. The packaging never had a seal so they sent me a product I couldn't return. Now I am put $70 and a product I never wanted.

• Review fromRon J

  Date: 03/18/2024

  1 star
  After reading through other BBB reviews ********** not alone in receiving poor customer service with no resolution and/or being shut out of further communication with abrupt, canned responses.I started a SQUARE account in January of ******************************* the beta for Final Fantasy XIV. I purchased a retail collector's edition of the game before it became "A Realm Reborn" (ARR) When the game transitioned to ARR, customers that rolled their characters over to the new version were referred to as "Legacy" characters. Unfortunately, in the confusion of transferring characters and a poor explanation of the process on the part of SQUARE ENIX, some customers accidentally created new "Service Accounts" (the account that links the product key to the customer's in-game characters, the subscription, and access to the online game). It's an ongoing issue that prompted SQUARE ENIX to create a separate resolution process on their poorly designed website.The service portal has remained in the same poorly designed state since its inception nearly 14 years later. Trying to resolve issues through a convoluted process results in boilerplate responses that often don't even recognize the issue the customer was contacting them for in the first place and tickets are closed out with a finality that leaves the customer feeling helpless to resolve the issue. SQUARE ENIX customer support is topically "friendly", with carefully obtuse automated responses that are designed to sound friendly while closing the door on customer complaints without a resolution. I received the runaround when reporting an issue only to receive similar canned replies from each team I was ceremoniously pawned off to when trying to resolve my issue, which all stemmed from an untrained employee wiping out three years of account history. In an attempt to return to FFXIV after 10 years, I discovered just how problematic that enployee error has become while trying to resolve account issues.

• Review fromMatthew W

  Date: 01/05/2024

  1 star
  Bought FF14 on PSN. Blocked my email, then told me I needed to wait 24 hours to continue with my email, that they blocked after I requested they unblock.

• Review fromJon C

  Date: 08/25/2023

  1 star
  I have been trying to set up a Square-Enix online account for 2 weeks now. They want new customers, but I've set up my account 3 times, and can't log in. No interactive customer support. Long time final fantasy fan. Lost a loyal customer.

• Review fromAvery P

  Date: 07/12/2023

  1 star
  Their support is the worst possible.I purchased a collector's edition box from them and it was shipped to me missing the game itself and pre-order bonus. I immediately sent them a customer service support ticket.Two weeks before it was responded to. After that one message, it has been at this point five days since they requested information and I responded with it.For years I have bought and enjoyed their games and merchandise, but this time has really broken the camels back. They don't care about their customers. They have no other lines to contact them and when you do call them they direct you online to send another ticket.Don't buy from their online store. They clearly don't care. And even worse, my issue isn't even the only one I've heard of since turning to ******** They're ignoring the people who have given them money for the goods they've expected and have had no follow through to fix the issue after their mistake.

• Review fromJames N

  Date: 06/13/2023

  5 stars
  Best eve i enjoy there sevice and had fun play there games and the products that they have i find the sevice and knowage base the enjoyable. They are always willling to help me and are vwry supostive of there sevices, produce

• Review fromKaren V

  Date: 06/13/2023

  1 star
  You do NOT put popular mounts behind cash shop for $30 like Shadowkeeper or Cruise Chaser and get away with. We already paid $80 for Endbringers and now you want us to pay more?? Seriously this is an extort.

• Review fromJames W

  Date: 05/08/2023

  1 star
  They refuse to investigate reports of in game Prostitution and ***********. They were given all the information needed to launch an investigation INCLUDING a Pornhub account that uses THEIR GAME Final Fantasy XIV, which is mentioned on the account.They claim that the 3rd party ads are beyond their investigation, but refuse to investigate the IN GAME ABUSE.They specifically state in their Terms of Service that the use of "Mods" is prohibited, especially ones that allow for *********** and online ***.