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Business Profile

Online Gaming

Roblox Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Gaming.

Important information

Complaints

Customer Complaints Summary

  • 2,059 total complaints in the last 3 years.
  • 1,102 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/01/2023

    Type:Order 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 11 year old granddaughter played Roblox on my iPad, which has finger print protection. I authorised a monthly payments of **** to upgrade the level she played at. From the 13th of May 2023 to the 31st of June 2023 ****** of transactions was made without my permission or authority? On the 19th of May, 7 transactions of ***** were made and on the 13th May 5 transactions of **** were also made. I have been through Robloxs complaints procedures at several levels but have only been reimbursed for two purchases for **** and ****!!!!! What I can,t understand is if two were unorthorised and required a refund, why not all the others which were also unothorised?

    Business Response

    Date: 11/02/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. We have been unable to locate a Roblox Customer Support ticket with the provided email related to this inquiry from the report made. For assistance please reach out to the Roblox Customer Support team directly by filling out a contact form at roblox.com/support and choosing the appropriate topics.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 11/06/2023

     
    Complaint: 20809813

    I am rejecting this response because: Roblox are yet again asking me to "reach out to them" which I have done on numerous occasion, but always with the same result, yet another request for more information, and each time I provided them with the same information I provided BBB. The only thing I can think is that my Granddaughter's 'user name' might have been a problem but I did provide to Roblox! They must a record of my payments and my account details as they have refunded two payments.

    Sincerely,

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

    Business Response

    Date: 11/08/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 3rd] which was responded to by a Customer Support agent on same day. A senior Customer Support agent has already followed up with the request directly. 

    Roblox is not able to process any [Billing] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:11/01/2023

    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.
    Roblox will not help me recover my account. I email them for assistance, and they dont ask any questions, they just say they cannot verify that I am the owner and then ignore me. My state ID is linked to the account, I have receipts, I have the original email, I know the pin, my phonr number is on it. I have all the proof in the world that the account belongs to me and they will not help me. I want my account back. I spent alot of money on it and it is wrong that they wont help me. The support is just a robot, and they do not help or care. Please help. I will show my ID and receipts if someone requests. Thank you,*******

    Business Response

    Date: 11/02/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Oct 24th] which was responded to by a Customer Support agent on same day. A senior Customer Support agent has already followed up with the request. 

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 11/02/2023

     
    Complaint: 20808628

    I am rejecting this response because:
    When i contact them for support they DO NOT HELP ME. THEY DONT!!! They just say We cannot verify ownership and then ignore me. Please help me
    Sincerely,

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

    Business Response

    Date: 11/09/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Nov 4th] which was responded to by a Customer Support agent on same day. A senior Customer Support agent has already followed up with the request directly. 

    Roblox is not able to process any [Account/Billing/Appeal/Account Restore] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:10/31/2023

    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.
    Ok so I have had this user ********** for a long time, so of course I have meny things by Roblox them selves. But this morning, all my extremely old things had when away. As you might **** a 11 year old would be extremely sad if he lost something dear to him and sim of the things I lost were, the inkling egg, the zombified egg, the chick egg, the Roblox logo hat, the broken down one to, and meny roblox hats. I know that Roblox is updating a lot of thing like the new faces and stuff like that but this is not cool and I really liked that stuff so if you can help out I would really appreciate it thank you and have a blessed day

    Business Response

    Date: 11/01/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. We have been unable to locate a Roblox Customer Support ticket with the provided email related to this inquiry from the report made. For assistance please reach out to the Roblox Customer Support team directly by filling out a contact form at roblox.com/support and choosing the appropriate topics.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:10/29/2023

    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.
    recently I was playing Roblox then i got kicked out, something or somebody then also removed my email and phone number from the account, but i am still logged in on my ****** authenticator app. I have some purchase receipts and can even confirm the phone number and all emails I've used on the account. I have screenshots of me playing a fake adopt me and even email screenshots as long as a screenshot of my authenticator app. if you need any more proof id be happy to provide it.

    Business Response

    Date: 10/31/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Oct 31st]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:10/29/2023

    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.
    A gift card that was purchased was applied to an account with a similar user name. The incorrect username is also my account its just not the preferred account to apply the gift card balance. I contacted support and provided my receipt of proof of purchase and have been advised that the receipt is not correct and that is not the case. I asked for the matter to be escalated and the support denied my request to have this resolved.

    Business Response

    Date: 10/31/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Oct 29th] which was responded to by a Customer Support agent on same day. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Billing] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 10/31/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, although I am completely dissatisfied with my customer service experience from ********************** support as well as the time it took to rectify this matter. This matter has since been resolved due to my BBB complaint. This request may be closed.

    Sincerely,

    ******* Love

  • Initial Complaint

    Date:10/28/2023

    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.
    Recently, my account was hacked and during the whole procedure to try and get it back, nothing was remotely close to helpful:- The procedure that requires an email to reset the password by asking for my hacker's email address which they expected me to magically know.- The entire time only a bot is present which leads to no progress.- Phone number authentication is full of flaws, the code works for a certain amount of time, and yet after 3 days, the code was received on my end with is no longer functional.- I have proof of previous verification by email and phone yet they won't accept the proof.I just want my account back, I spent too much money and childhood on that account to let it go. I will close this complaint as soon as I am able to use my account again.P/s: the account name is ***********, my verified phone number is ********** and you can check for email verification that I used the same email as this complaint and it has been the same for at least 8 years.

    Business Response

    Date: 11/09/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [9th Nov] which. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:10/25/2023

    Type:Billing 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 ticket number is: ********. I am once again reaching out here to hopefully to get roblox to help with my account being compromised. I've sent screenshots, i've told them and tired to comply that I am the original owner of the account, I've owned the account since ********************** started, this is the second time my accounts been "locked" or "hacked" I wish to stop this from happening but I also want the email reverted back to my original email, ******************* the one before it was compromised. I also have evidence of ownership of the account "toroi_kun" through paypal transactions and a CONTINUED membership currently active on the account in which I am still paying for. I'd like my account back and I will provide screenshots of proof, in which I already did and was told I am still not the original owner though I have already shown them and have had to go through this once before. screenshots show all transactions done on the account "toroi_kun" and additional screenshots showing the person behind my account being compromised, in addition to also showing I have changed the name from the previous one, everything is there. Thank you for your help.

    Business Response

    Date: 10/26/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Oct 22nd] which was responded to by a Customer Support agent on [Oct 23rd]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:10/24/2023

    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.
    Roblox is very unappropiate. Should be banned. This is unacceptable the things that are allowed here. Insane. Did u see the news? Search it. Psychopath man kidnapped a young 11 yr old from ***** ** and was found and arrested in **************. He kidnapped this girl from roblox. I know parents must be more aware . But i have posted on ALL Plat forms telling parents to NOT allowed their kids to have any access to this APP / game. You can download it and play it ANYWHERE. I would like for serious action to be taken about this ROBLOX company. This is Unacceptable. Roblox is super dangerous it must have been created from crazy people. May *** forgive me if I'm wrong. This needs to be banned ! I reported my sons account numerous times and even tried deleting the account. Funny how it didn't let me do any of this because "technical difficulties " yet they allow u to do everything else so easily with no hassle. This game is the devil in silence. Disgrace. My apologies for the upsetting emotional feelings I'm letting out on here. I want roblox to delete the dam account from my son that they won't allow me to do ! Please REPORT ROBLOX. please. All parents will thank me !

    Business Response

    Date: 10/25/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Oct 24th] which was responded to by a Customer Support agent on same day. A senior Customer Support agent has already followed up with the best possible solution on [Oct 25th].

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 10/25/2023

     
    Complaint: 20779086

    I am rejecting this response because:

    My underage sons account is still not deleted. Please refer to the attachments on the complaint I sent to roblox which they are not doing anything about this serious matter. Roblox needs to take action. BBB, please help me report roblox. This is a danger to our children. I also have a niece who is playing this platform and recall her telling me there was a person who kept calling her baby girl and to send them some things. My niece is only 5! Her mother won't listen to me to delete this APP. I only have control with what my son does. I want his account deleted and I want my voice to be heard. PLEASE HELP ME. if BBB cannot help me with this, I understand. BUT I KNOW I HAVE EVERY RIGHT TO REQUEST MY SONS ACCOUNT TO BE DELETED. THIS HAS NOT BEEN DONE. 


    Sincerely,

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

    Business Response

    Date: 10/26/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Oct 25th]. A senior Customer Support agent has already followed up with best possible solution on [Oct 26th]

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 10/27/2023

     
    Complaint: 20779086

    I am rejecting this response because

     

    roblox did not contact me back. 

     

    The account is still open. 

     

    an underage child was involved in sexual content on roblox. 

     

    How is this STILL NOT RESOLVED? 

     

    this is the most disgrace unfortunate situation ive ever dealt with

     

    Unbelievable.  Should i get my lawyer involved here against roblox?

     

    BBB, i need your help!


    Sincerely,

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

  • Initial Complaint

    Date:10/22/2023

    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.
    About a year ago I'll try to contact support to change my pin because I was trying to sign up for a voice chat when it first came out a couple days later I'll come to find out my password is changed. This is the weirdest experience I've ever had this is because I'll never change my password. I check my email and see that Roblox decides to say oh you cannot have this account because we cannot verify that it is yours for absolutely no reason since then I've for about a year I've been trying to contact them all they say is oh we cannot verify this is your account and they say go back to pass information we've sent you. This is totally invalid. This is probably the worst support I've ever had from customer service from any company I've ever had any *********** with in my life. This is wild so later than eight for about a year now I've been trying to contact Roblox. They keep denying me they are they tell me they cannot verify they haven't even asked me for verification of the past purchases I've made on this account. I want to speak to a supervisor I recently found out you can speak to a supervisor and this is really really really bad. Please Put me on with a supervisor. THIS IS UNACCEPTABLE!

    Business Response

    Date: 10/24/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Oct 21st] which was responded to by a Customer Support agent on same day. A senior Customer Support agent has already followed up with best possible solution. 

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

  • Initial Complaint

    Date:10/22/2023

    Type:Billing 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.
    Hello. I am writing to formally ask for my Roblox account ' caramelldancem ' back, which was wrongfully taken from me and then locked by Roblox staff. I have went through the Roblox Support tickets several times over the past 4 months, but have been replied with bot responses and nonsense. I have hundreds of receipts that show evidence that I, *****, own this Roblox account. I have attached several screenshots down below of Billing Receipts. I find it ridiculous that my account was locked and taken from me, when I own this account and created it. I would like a password reset link to gain access back as I have attached more than enough proof down below, and the email I am contacting you from is linked to the account In question. Thank you for reading, and please assist me before I take further action through law.

    Business Response

    Date: 10/24/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Oct 22nd] which was responded to by a Customer Support agent on [Oct 23rd]. A senior Customer Support agent will be following up with the request directly, if they have not already.

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

    Customer Answer

    Date: 10/24/2023

     
    Complaint: 20767541

    I am rejecting this response because: I was given an unacceptable response after I gave clear evidence that I own the Roblox account. I want to speak to a supervisor.

    Sincerely,

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

    Business Response

    Date: 10/26/2023

    Hello,

    Thank you for reaching out regarding a Roblox account. After further review we have located the Roblox Customer Support Ticket [********] submitted on [Oct 22nd] which was responded to by a Customer Support agent on [Oct 23rd]. A senior Customer Support agent has already followed up directly with the request. 

    Roblox is not able to process any [Account] Requests via a third party such as a BBB complaint. If there are any additional questions regarding Roblox policies, the Roblox Support team may be reached by either replying directly to Roblox Support Ticket [********] or by filling out a contact form at roblox.com/support.

    Sincerely,

    Customer Support
    **********************

Roblox Corporation is NOT a BBB Accredited Business.

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