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Business Profile

Wholesale Video Games

Capcom U.S.A. Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Video Games.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 5 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:06/30/2025

    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 had two accounts one directly with that email and the other one with ******** to that email the one with ********. I probably have over 120 $150 on that account. They banned that account as well. My first account I put some money into it and I didnt really get anything out of the game so I requested a refund. I got a refund from Capcom. They turned around and said it was malicious and now they wont just give me my money back because they banned me completely. Both of my accounts from the game Apple is telling me that I need to talk to the police.

    The game was for on my iPad mini.  devil may cry peak of combat. My account was a ******** account with the same email address.

    Business Response

    Date: 07/01/2025

    Thank you for your message.  Please identify the game in question so we can evaluate this complaint further.

    Business Response

    Date: 07/15/2025

    Thank you for your response.  The mobile game Devil May Cry: Peak of Combat is not developed or published by Capcom U.S.A., **** or its affiliates.  Any questions or concerns should be directed to the publisher of the game, ************** d/b/a NebulaJoy.  Capcom will forward the complaint to the publisher.

  • Initial Complaint

    Date:05/14/2025

    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.
    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,

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

    Business Response

    Date: 05/23/2025

    Thank you for your message. Capcom's customer service team has been in communication with this individual via our own customer service channels prior to receiving this complaint. While there was some processing time involved, we have since responded to this individual to resolve the issue and we are currently waiting to hear back.

  • Initial Complaint

    Date:04/09/2025

    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 company scams users out of not returning on their promises. This community states that when a player plays this game (Dino Pet Blast), they can automatically receive the money they have earned and enter it into a ****** or CASH app account. I've been playing this game and have earned over $5,300, and I still have not received any money via my ****** or Cash App. It's been weeks, and each day, a set of hours is posted (***********), and it keeps saying withdraw in the queue. Each time I visit the site for withdrawals, it keeps adding needless hours and requires the player to watch videos, and the list goes on. I have sent several emails and even requested funds from these parties (****** and Cash App). This company needs to compensate me in full for the full amount this week, for $5,300. The phone number does not work, and no reply from the email address provided. This complaint is to inform other people who have been scammed and taken by this company, their games, and their baseless promises.

    Business Response

    Date: 04/15/2025

    Capcom U.S.A., **** does not own, operate or have any involvement with any game titled Dino Pet Blast, so this complaint appears to be in error.  Any questions or concerns should presumably be directed to the developer of the game, which is identified as Gelato App in the ****** Play Store: ***********************************************************************************************************

  • Initial Complaint

    Date:02/09/2025

    Type:Service or Repair 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.
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and I have no choice but to pursue it with Gungho.  

    Sincerely,

    ****** ******dence that skins are treated as random ******** a result of this deception, I spent over $1,000 beyond the point of collecting all available cards, falsely believing I still had a fair chance of obtaining skins. The lack of transparency manipulated my spending behavior and denied me the ability to make informed purchasing decisions.I request a full refund for the transactions involving hero skins, as TEPPEN failed to comply with platform policies and misled consumers about their actual chances. I appreciate your assistance in addressing this deceptive business practice.Please have it known that Capcom owns Teppen. However I think that Capcom, Teppen, and ****** Play are all part of this. I didn't know who to direct this at.

    Business Response

    Date: 02/19/2025

    The mobile game TEPPEN is not owned or operated by Capcom U.S.A., **** or its affiliates.  Any questions or concerns should be directed to the publisher of the game, GungHo Online Entertainment, ****  The support page for the TEPPEN game is located here: **********************************************.

  • Initial Complaint

    Date:12/02/2024

    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.
    I bought Resident Evil Village gold edition for full price when it came out. At first it was fine, but now none of the gold edition content will work. If you could tell me how to fix this problem Id greatly appreciate it.

    Business Response

    Date: 12/09/2024

    Thank you for your message. Capcom's customer service team contacted this individual last week and is actively working with him through our customer service channels to resolve this issue.

  • Initial Complaint

    Date:02/12/2024

    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.

    Please see the attached

    Attached are correspondance and a receipt for buying one of their games. which i found to be censored and therefore not quite as advertised. 

    Business Response

    Date: 02/28/2024

    Business response in notes

  • Initial Complaint

    Date:02/05/2024

    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.
    On may 31st I pre-ordered street fighter 6 and all of the dlc packs for my account. I spent over $100 on this version. So to my surprise I did not receive any of the dlc content which is over $40 worth of content. I've been in contact with Capcom and **** about the missing items, and **** says they cannot do anything I should talk to capcom. While Capcom is saying to speak to someone at ****. Long story short neither of them are helping me and I am at a loss about my items or a full refund. This is ridiculous how not one person can help me get my items and I've had to resort to getting a refund almost 9 months later.

    Business Response

    Date: 02/27/2024

    I write regarding BBB compliant #********.  Capcoms customer service team contacted this individual last week (before the complaint was closed as unanswered) and is actively working with him through our own channels to resolve the issue

  • Initial Complaint

    Date:07/29/2023

    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.

    Complaint: 20393434
    I am rejecting this response because:

    Hello.

    First of all, I want to thank the Bureau for their help, and the employee from capcom for answering me. You're amazing.

    I didn't have such luck by email, honnestly. The answer didn't explain as correctly why I couldn't get a refund. I thing it's very sad that I need to contact you throught a different service to get a proper response.

    You have hundreds and hundreds of euros from my family, when I was a baby we already had capcom games. And yet the support is very disorganized.

    I was able to get refunds from other people when I bought their product via ****** play. I simply gave them the code and they were able to do it.

    You just don't want to do it because of how the rules are made up (warranty rules, etc). And I respect that you, as a capcom employee, CAN'T do anything for me. It's not your fault, someone wrote rules, so this email is definitely not angry at you, behind the screen.

    I was wondering.

    Could you disable my access to the two android games if I sent you the diffrence between android/switch, and you send me a code to have the trilogy on switch ? Litterally and exchange but I pay the difference.

    This could only be done in early ****, when the trilogy is out on switch. That way we would be able to compare the prices and I could pay the difference.

    Also. "Nothing is wrong with the game". There is something wrong. You, Capcom, extremely wealthy company... probably aren't going to add new languages to the android versions, despite the new languages being in the trilogy.

    I won't be able to play the android games to my french twitch followers for example. (And I could have bought it and never known it was english only until today. It's possible.) I knew that information, but what if I miss a lot of context because I'm not english.

    I'm playing your The Great Ace Attorney game on switch right now. I didn't knew it was english only. I bought it by default, I wanted the game, I preordered it.

    Now I struggle to play it because it's in english. It's hard I need to play it with a friend in the US who explains the jokes to me.

    If you CAN'T do this deal (exchange) because saddly you are stuck by other rules... Well, too bad.

    If you can, please, let's do that.

    I want to enjoy more capcom games. But well, I fear I don't want to support a company that doesn't truly respect their consummers anymore.

    And that doesn't respect their support employees by not providing them the right equipement to answer emails properly. It's not you who should have to be screamed at by customers when it's not you who make the rules.

    Sorry.

    Still, have a greay day. Thanks for your answer.

    Sincerely,
    *******************

    P.S.: It's not ****************. >******; ******, I'm a woman, the name *** in french is a woman's name. Please change this for your future answer. This could also serve as a test that you do read the emails carefully. If you still calls me Mr, that'll be very sad.

    red to go ask ****** for a refund.I asked ******. They told me to ask Capcom.I asked Capcom and filled their survey.They told me to ask ****** again.I asked ****** again. I've got 2 people, 2 ****** employees who wrote me emails, directed to the Capcom team, asking them to help me since they're responsible for my case.I've sent the emails and all the documents and informations needed to Capcom.They litterally didn't read it I think. Because they didn't answer and sent automatic, copy-pasted stuff that doesn't aknowledge at ALL the content of my emails.So I re-sent the full complete informative email with all the documents to them 3 days ago. Still no answer.If you don't know what to do, still, you should answer me and say that. Leaving me without answer + not reading my emails at ALL is very disrespectful.So, so far the support has been nice. But not nice enough to read my documents.Thank you for your help.Take your time, just answer please.Take care.

    Business Response

    Date: 08/14/2023

    At Capcom, we appreciate our customers and take pride in trying to resolve any issues they may have. After carefully reviewing ***************** message and submitted materials, we would like to take this opportunity to explain why a refund is not possible in this situation.

    The records provided by **************** indicate he purchased the games Ace Attorney: Dual Destinies and Spirit of Justice through the ****** Play Store in Europe. As such, the entity to which **************** addresses his complaint, Capcom ***, ***** was not involved in ****************** transaction and has no means of offering a refund. Further, under normal circumstances, a customer who purchases a digital title from select retailers may only be eligible for a refund in the event that the game does not function properly, but this is determined at the discretion of the retailer (in this instance, the ****** Play Store). **************** has identified no such issues with the games he purchased, and instead chose not to play the games after he purchased them. We also note that the games were purchased over two years ago,on June 6, 2021, and as such are outside of any applicable warranty.

    We value ****************** continued appreciation of the Ace Attorney franchise and hope he will enjoy future Capcom titles.

    Business Response

    Date: 08/18/2023

    Capcom regrets the complainant is not fully satisfied.  However, as we described in our initial response, this matter is not within Capcom **** control, and we have no basis or mechanism for addressing the complaint further.

    Customer Answer

    Date: 08/19/2023

    Complaint: 20393434
    I am rejecting (I'm just answering to*) this response because:

    Hello.

    Thank you so much for your answer.

    So, do you think there is anyone in the world no could help me ?

    I mean, if ****** can't do anything, or Capcom can't do anything... Who can do anything ?

    There isn't any way to... Gift a game to someone else, is there ? It's like on ******** switch, refunds don't exist. Is there any plateform in the world where a digital game can be given to someone else ? You don't sell the Apollo trilogy physically, do you ? I mean, will you ?

    But, coming back to this, you can't trade your game to someone else.

    If you know any special way I could just... Give my game to someone, please do.

    Also, if you know how I could reject your answer but stop the conversation ?

    After your answer, I would like to close this conversation but not accept your answer. Because well, nothing is done because you can't do anything.

    Thanks.

    Sincerely,

    ***.

  • Initial Complaint

    Date:04/13/2023

    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.
     
    Complaint: 19934176

    I am rejecting this response because: I have provided 2 forms of proof of purchase with time stamps in the emails which I still have. Capcom really showed their true colors in providing poor customer service. Not only did they have rude and unresponsive customer service representatives they leave their customers feeling undervalued and disrespected. There is no need to move further with this but at least I'm able to voice what a disappointing experience Capcom customer service has been.

    Sincerely,

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

    Business Response

    Date: 04/28/2023

    At Capcom, we value our customers and make every effort to resolve any issues they may have. We regret that ****************** has encountered issues with accessing a Resident Evil 4 pre-order bonus code and that he has been dissatisfied with the response from Capcom's ****************************

    Capcom exchanged several communications with ****************** requesting further information, including a pre-order confirmation email and proof of purchase with timestamp, which would verify ********************** eligibility to receive the bonus code. As of April 28, 2023, we have not received any of the material required in order for us to provide further support. Capcom has additionally been in contact with the retailer from which ****************** purchased the game, and has confirmed that his purchase was made after the eligibility window for the pre-order bonus ended.

    We hope that this explanation addresses ********************** complaint.

    Business Response

    Date: 05/08/2023

    Capcom has been in correspondence with ****************** via email and has extended assistance to him by providing a preorder download code to resolve this issue. Thank you. 

    Customer Answer

    Date: 05/08/2023

    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,

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

Capcom U.S.A. Inc. is NOT a BBB Accredited Business.

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