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:12/09/2024

  Type:Sales and Advertising 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 a physical copy of the game, "Outer Wilds: Archeologist Edition", from both Best Buy and Amazon during the holidays when they lowered the price to $19.99 and $19.93 respectively from the regular price of around $40 (higher or lower depending on the store). I then read online from ********************* (the game's publisher) that they misprinted the PS5 versions and that iam8bit would have the corrected copies available to pre-order and now buy. The printing mistake was, according to **************** statement, "the wrong version of the game made it into manufacturing." Basically, the *** wasn't added to the disc like it was supposed to.I reached out to iam8bit, because I had thought that I read that I could exchange the "wrong" version for the "correct" version (their words). However, instead, iam8bit told me that I would have to return the game for the $19.99 and repurchase it through them at $39.99 and that the retailers weren't going to be getting the "corrected" version. If I wanted a digital license for the ***, they would send me that for free. However, the license isn't the same as the software on the disc which is what I paid for.This is the definition of a bad business practice. Pay $20 for it, just to be told that what I bought wasn't what they said it was, but I could get what I attempted to buy if I give them more ********, the facts are that both Best Buy and ****** (and all other retailers that are not iam8bit) are knowingly selling a fraudulent game. iam8bit decided to re-release the same edition ("Outer Wilds: Archaeologists Edition") with the content correctly on the disc (not just a license that can be revoked at any time), but they refuse to fix their mistakes that are already in stores.

  Business Response

  Date: 06/11/2025

  Hello,
  
  I understand your frustration with the Outer Wilds Archeologist Edition manufacturing error and the resolution options available to you.
  
  You're correct that there was a printing mistake where the PS5 version did not include the "Echoes of the Eye" expansion on the disc as originally intended. This was a manufacturing error that affected all retail copies, not just those sold through specific retailers.
  
  To clarify our resolution process: we offer digital voucher codes for the Echoes of the Eye expansion at no cost to customers who purchased the affected PS5 version. This provides access to the complete game content that was intended to be included.
  
  I understand your preference for having the content on the physical disc rather than as a downloadable expansion. The corrected physical versions we produced were manufactured separately and are available through our direct sales. Unfortunately, we're unable to provide free exchanges of retail copies purchased from other retailers for our corrected versions, as this would require us to absorb both the manufacturing costs and the retail price difference.
  
  If you have proof of purchase for your copy and would like the digital voucher code for the Echoes of the Eye expansion, please contact me directly at ******************************* with "BBB - Outer Wilds Code" in the subject line and I will provide it immediately.
  
  I apologize for the inconvenience this manufacturing error has caused.
  
  Liam  
  Customer Experience Manager  
  iam8bit

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising 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 an ************* airam thermos. Received an email for tracking June 28th. The tracking has read pre-shipment since the 26th. Over 3 weeks it's been in pre-shipment, meaning **** has not received it. Only after 3 emails did the company respond, simply stating all orders had shipped, and that they'd investigate.

  Business Response

  Date: 06/11/2025

  Hello ******,
  
  I sincerely apologize for the poor communication you experienced with your **** Wake II Thermos order. You should not have had to send three separate emails before receiving a substantive response from our customer service team.
  
  I can see from our records that your original package (order #******) was indeed lost in transit due to a postal service error, which explained why the tracking remained in "pre-shipment" status for over three weeks. Our team should have investigated this issue much sooner instead of giving you generic responses.
  
  I can confirm that we issued you a replacement order (#******) at no additional charge once the investigation concluded. However, I recognize this resolution came only after you had to threaten a BBB complaint to get proper attention.
  
  The delay in shipping your replacement was due to our warehouse relocation, which should have been completed by early August 2024.
  
  If you did not receive your replacement thermos or if there are any remaining issues with this order, please contact me directly at ******************************* with "BBB - **** Wake Replacement" in the subject line and I will personally ensure it's resolved immediately.
  
  We have since improved our customer service response procedures to prevent customers from having to send multiple emails before receiving proper assistance.
  
  Liam  
  Customer Experience Manager  
  iam8bit

• Initial Complaint

  Date:06/20/2024

  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 just received a notification that my order ****** was refunded. This was a limit edition release that sold out multiple times. It's frustrating as a customer when you set aside valuable to try very hard to buy something that sells out in minutes, you tell you family you bought them gifts, then to hear the company likely oversold and your order gets canceled.

  Business Response

  Date: 06/11/2025

  Hello,
  
  I sincerely apologize for the cancellation of your order #******. You're absolutely right to be frustrated - there are few things more disappointing than successfully purchasing a limited edition item that sells out quickly, planning gifts around that purchase, and then having the order cancelled due to our inventory management failure.
  
  I understand the time and effort you put into securing this item during what was likely a very competitive sale window, and the disappointment of having to tell your family that the gifts you thought you had secured are no longer available.
  
  This appears to have been an oversell situation on our end, which is unacceptable for limited edition releases where customers may not get another opportunity to purchase the item.
  
  We have been working extensively to overhaul our inventory management and fulfillment processes to prevent these types of oversells from happening in the future. Limited edition customers deserve certainty that their successful orders will be fulfilled.
  
  While I know this doesn't resolve the immediate disappointment, if you're willing to shop with us again in the future, please reach out to me directly at ******************************* with "BBB - Future Discount" in the subject line and I'd be happy to offer you a discount on a future purchase.
  
  Again, I'm truly sorry for this disappointing experience.
  
  Liam  
  Customer Experience Manager  
  iam8bit

• Initial Complaint

  Date:01/04/2024

  Type:Delivery 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 placed an order at iam8bit.com on Cyber Monday (11/27/23) for an in-stock item with promised holiday shipping by Christmas as you can read at this page: ********************************************************************** Contacted customer service and have been unable to get any timeline for when the order will ship. It has been over one month. I contacted them to process a cancellation, however they lied about the whole purchasing process. As you can see on the above page, they pushed people to order to receive by Christmas 2023. It is 12/28 and I could still not get a shipping update, so had to cancel.After cancelling, the customer service rep acted like I didn't know what I was talking about and said "Pre-Orders can take months to manufacture and ship" however - this wasn't a pre-order. The product has been out for over a year and available, not for pre-order but for direct purchase. Every item that is a Pre-Order in their shop is labeled as such - this was not. Due to them processing the cancellation, I should receive a refund within 14 days. However, they were very vague about the whole process and took my money of over $40 upfront with no timeline for delivery aside from the holiday ordering page which is filled with misinformation. The have a BIG LABEL that says "Order Now to Receive Your Order by Holidays 2023" and so I placed an order - only to never receive my order or any sort of update. I really just want them held accountable for the false advertising that they've been doing throughout the holiday season, encouraging orders for Christmas presents without fulfilling them in a timely manner. They need to remove that banner as it is False Advertising and led me to make a purchase when I otherwise wouldn't have if I had known the true shipping timeline.

  Business Response

  Date: 06/11/2025

  Hello,
  
  I sincerely apologize for the confusion regarding our holiday shipping policy and the unclear distinction between in-stock and pre-order items on our website.
  
  You're absolutely right that our holiday delivery messaging was misleading. The "Order Now to Receive by Holidays 2023" banner applied only to items that were physically in our warehouse, while pre-order and back-order items followed a separate manufacturing timeline. This distinction was not clearly communicated on product pages, which understandably led to your confusion.
  
  When you placed your order on November 27, 2023, the item you selected was not actually part of our in-hand holiday inventory, despite how it may have appeared on the website. Our customer service team should have explained this more clearly when you first inquired about shipping timelines.
  
  I can confirm that your cancellation was processed and you should receive your refund within the timeframe provided. If you have any issues with the refund, please contact me directly at ******************************* with "BBB - Holiday Order Refund" in the subject line.
  
  We have since updated our website to more clearly distinguish between in-stock items and pre-orders, and we've revised our holiday shipping communications to prevent this type of confusion in the future.
  
  Thank you for bringing this to our attention, and I apologize for the disappointing experience during the holiday season.
  
  Liam  
  Customer Experience Manager  
  iam8bit

• Initial Complaint

  Date:10/26/2023

  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.

  Company took my money three years ago and still have not sent me my product. When I contacted them about it, it suspiciously got shipped the next day. However they sent it to the wrong address. Now they are unwilling to correct their mistake in anyway.

  Business Response

  Date: 06/11/2025

  Hello *****,
  
  You are absolutely right to be frustrated - a three-year delay before shipping your order is completely unacceptable, and I sincerely apologize for that inexcusable timeline.
  
  Regarding the shipping address issue: I can see that after your original package was shipped, you requested an address change. When the original package was returned to us as undeliverable, we immediately processed and shipped a replacement order (#******) to your updated address on October 26, 2023.
  
  I understand the confusion about us being "unwilling to correct our mistake." The original shipping delay was absolutely our fault, and while the address timing was challenging, we did send the replacement shipment at no additional cost to resolve the delivery issue.
  
  If you did not receive the replacement shipment sent to your updated address, please contact me directly at ******************************* with "BBB - ***** ***** Replacement" in the subject line and I will investigate immediately.
  
  The three-year delay before any action was inexcusable, and we have implemented new inventory and fulfillment procedures to prevent customers from waiting years for their orders.
  
  Liam  
  Customer Experience Manager  
  iam8bit

• Initial Complaint

  Date:10/12/2023

  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 ordered the Eastward video game back in 3/29/22. It continues to be delayed and I asked for a refund to my PayPal account that I still have not received the funds too. I have talked with 2 customer service agents but have not resolved the issue. I provided them with my email for my PayPal account with no money back yet.

  Business Response

  Date: 06/11/2025

  Hello ******,
  
  I apologize for the delays with your Eastward Collector's Edition order and for any confusion about your refund status.
  
  I can confirm that we processed a full refund of $90.92 via ****** for your order #****** on October 25, 2023. This refund should have appeared in your ****** account within 3-5 business days of that date.
  
  I understand you provided your ****** email to our customer service team, and I apologize if there was any miscommunication about the refund process or timeline.
  
  If you haven't seen this refund in your ****** account, please check:
  - Your ****** transaction history for late October 2023
  - The refund may appear as "iam8bit" or our merchant processor name
  - Ensure you're checking the correct ****** account associated with your original purchase
  
  If you're unable to locate this refund or need any assistance tracking it down, please contact me directly at ******************************* with "BBB - ****** Refund" in the subject line and I will personally resolve this immediately.
  
  Thank you for your patience with this matter.
  
  Liam  
  Customer Experience Manager  
  iam8bit

• Initial Complaint

  Date:08/17/2023

  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.

  Purchased an online pre-order for a physical limited edition game on 07-09-2022. I paid $172.58 USD which was charged almost immediately. I emailed them 06-16-2023 requesting to cancel since I was still waiting on my product I hadn't received, and to receive a full refund, to which on 06-20-2023 they accepted the refund request. 07-11-2023 they emailed and said I should expect my refund within 14 business days. I followed up on 07-30-2023 since I still had not received my refund like they promised. 08-02-2023 they emailed and said they'd be getting their supervisor involved to check on my inquiry with no additional update to my refund. 08-09-2023 I followed up again asking why I still hadn't received my refund as it had now been a full month since I was promised the refund. 08-15-2023 they emailed and said they will be handling refund requests over the next week. I am still awaiting my refund and have decided to get my bank involved to dispute the charge, as well as filing this complaint. It has been over two months now since my initial inquiry, and over a month since I was told by the company I'd receive my refund. These factors combined with all the other negative reviews of other people in the same situation as me has led me to elevate this matter as this is poor business practice and shouldn't be tolerated. Hoping to resolve this matter asap as I have waited respectfully and patiently long enough.

  Business Response

  Date: 06/11/2025

  Hello,
  
  I want to start by sincerely apologizing for the completely unacceptable experience you had with your refund request. You were promised multiple specific timelines that we failed to meet - June 20th acceptance, July 11th promise of 14 business days, August 15th promise of "next week" - and we broke every single one of them.
  
  You handled this with remarkable patience for over two months while we repeatedly failed to deliver on our commitments. No customer should ever have to consider involving their bank or filing complaints because we can't process a simple refund we already agreed to.
  
  I can confirm that your refund of $172.58 was eventually processed via ****** on August 28, 2023. However, I recognize this was far too late and only came after you had to escalate through BBB and threaten a chargeback.
  
  If you did not receive this refund or if your bank dispute created any complications, please contact me directly at ******************************* with "BBB - Refund Issue" in the subject line and I will personally resolve it immediately.
  
  We have completely overhauled our refund processes to prevent customers from experiencing this level of service failure in the future.
  
  Thank you for your patience during this inexcusable delay.
  
  Liam  
  Customer Experience Manager
  **********************
  

• Initial Complaint

  Date:08/01/2023

  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.

  On May 25th 2023 I purchased 2 separate orders from Iam8bit for 2 of the gravity falls vinyl soundtracks for a total of 4 (2 each order).The first two arrived quite some time after purchase on June the 9th. I have contacted the company multiple times trying to either A. Cancel my order and receive a refund of $88.73 for the second order of the 2 vinyls, or B. Send me my order. Here we are July the 25th and still no word. Ive sent multiple messages through their website, through Reddit, and have even called the number they have listed and cannot get a resolution to this. Id like to revive a refund at this point.I run a business myself with thousands of transactions (hundreds a month to be exact), and have no issues responding to customers on a daily basis (Im a one-man show, no employees). This is absolutely ridiculous to have to go through in order to recieve the items I paid to a supposed legitimate company however, upon further investigation have come to find out this is quite the norm with them. Absolutely horrible experience. Iam8bit offers zero customer service when issues arrive, and will steal your money if they so choose. This company should NOT be in business at all.

  Business Response

  Date: 06/11/2025

  Hello,
  
  I completely understand your frustration and anger. You tried multiple channels to reach us - website, Reddit, phone calls - and received no response for months. That is absolutely unacceptable customer service, and I sincerely apologize.
  
  You're right that as a business owner yourself, you know how basic customer communication should work. We failed you badly on that front.
  
  Regarding your second Gravity Falls order: I can confirm that we processed a full refund of $88.73 for order #****** on May 25, 2023. This refund should have appeared on your original payment method within 3-5 business days.
  
  However, I recognize that our complete lack of communication left you in the dark about this refund, which is inexcusable. You shouldn't have had to file a BBB complaint to get an explanation.
  
  If you cannot locate this refund on your payment method, please contact me directly at ******************************* with "BBB - Gravity Falls Refund" in the subject line and I will personally track it down.
  
  We have implemented new communication procedures to prevent customers from experiencing this level of service failure in the future.
  
  Liam

  CX Manager

  iam8bit

• Initial Complaint

  Date:07/19/2023

  Type:Delivery 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 placed an online order on 3/10/23 for the amount of $156.66. Order number is ******. I still have not yet to receive my products. I have messaged their support time 5 times with no initial help or resolution. Nobody has ever gotten back to me. I then requested a refund since my order never shipped. No response from business. I want my money back or ship my products WITH TRACKING. More than enough time to wait for my products to be shipped.

  Business Response

  Date: 06/11/2025

  Hello,
  
  I apologize for the poor communication you experienced with your order #******. You're absolutely right that we should have responded to your support messages promptly.
  
  I can confirm that we processed a full refund of $156.77 for your order on March 10, 2023. This refund covered both the products and shipping costs. The refund should have appeared on your original payment method within 3-5 business days of processing.
  
  If you haven't seen this refund on your account, please check:
  - Your original payment method (credit card, ******* etc.)
  - The refund may appear as "iam8bit" or our merchant processor name
  
  If you're unable to locate the refund, please contact me directly at ******************************* with "BBB - Order ******" in the subject line and I'll help track it down immediately.
  
  Again, I apologize for the lack of communication during this process. We've implemented new procedures to ensure customers are notified promptly when refunds are processed.
  
  Liam  
  CX Manager

  iam8bit

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair 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.

  Date of transaction: 07-August-2022 Cost: ***** USD Order number: ****** Business committed to provide: Working copy of the **** Playstation 5 (PS5) version of "Stray" with special slip cover, patch, art cards and case. See here: ***************************************************************** Nature of the dispute: The slip cover is too small to fit over game case and the PS5 game disk does not work as it is defective and can't be read by the PS5, therefor I am unable to play the game. Others are affected and iam8bit has admitted there is an issue: ************************************************************************************************************ business has said the they would be sending replacement slip covers and a replacement game disk on November 2022, January 2023, February 2023, March 15 2023. They keep saying they will send a tracking number but I haven't received one. Each time I enquire about an update I get told to wait. It has been 7 months.

  Business Response

  Date: 06/11/2025

  Hello ****,

  I sincerely apologize for the defective Stray PS5 game and slip cover you received, and especially for our failure to follow through on multiple promises to send replacements. Additionally, I apologize that we did not respond to your BBB complaint when it was first ********* should not have had to wait 7 months for a resolution to a clear product defect. This is unacceptable customer service on our part.I want to make this right immediately.

  I can offer you either:

  - Full refund of $53.49 USD, or

   - Complete replacement of the entire Stray PS5 package with proper quality control.

   Please let me know your preference and I will process it on the next business day. You can respond here or contact me directly at ******************************* with "BBB - **** ********" in the subject line.

   Thank you for your patience and for giving us the opportunity to correct this.

  Liam 

  Customer Experience Manager

  iam8bit

  
  

  Customer Answer

  Date: 06/18/2025

   
  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,
  
  **** ********