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:07/14/2025

  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 ordered a custom gaming controller in May and theh keep telling me there are delays and wont give me any updates.

  Business Response

  Date: 07/28/2025

  Hi ****,
  
  Your order shipped on the 22nd and should be arriving anyday. Thanks!

• Initial Complaint

  Date:03/10/2025

  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.

  We purchased a *********** * controller for our son's birthday. The controller was broken upon arrival, so we worked with the company to ship it back to be repaired. Within a few months of getting it back, a different part of the controller broke. Since this is the second time we have had an issue with it in a handful of months we asked for a refund. We were told that their policy is no refunds for any reason, and that since it is outside of the first 90 days that we would be responsible for shipping costs both ways to have it repaired. At first they also said we would be responsible for a repair fee as well, despite the lifetime warranty listed on their website, but backed down on that when I explained it wasn't the same part that broke the second time. We tried to work with them and gave them a second chance to give us a quality product, but clearly this item is a lemon and I would like our money back.

  Business Response

  Date: 03/10/2025

  Hello,

  As outlined on our website we do not accept returns. Our warranty can be found on our website as well  

   

  thanks! 

   

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am not asking to return the product.  I am asking for a refund because the product is defective, even after I have sent it in once for repair.  Claiming that you don't take returns because the products are custom does not mean that customers are out of luck if the product is defective.  Requiring customers to pay nearly $50 (20% of the original price) per round trip to attempt to get the product fixed is not reasonable.  At best the "lifetime warranty" is misleading as the charges for using it are not clearly spelled out on the site.
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 03/15/2025

  Thank you for reaching out. We understand your concerns and appreciate your feedback.
  
  
  Our warranty policies, including coverage and associated costs, are clearly outlined on our website. The product you received is not considered defective under our policy guidelines, and we do not offer refunds in these cases.
  
  
  While we do provide repair services under our lifetime warranty, as stated in our policy, the associated shipping costs are the responsibility of the customer. This information is available prior to purchase to ensure transparency.
  
  
  If you are experiencing continued issues with your product, we are happy to assess it again and determine the best course of action for repair.
  
  

  Customer Answer

  Date: 03/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I'm not asking the company to pay for shipping, or to accept a return, I'm asking for a refund because the product arrived defective and broke again after having it repaired by them.  I have no confidence that paying for another round of repairs would change the situtation, and don't want to pay close to $50 every couple of months to have the next problem fixed.  Having a policy against returns is one thing, but a policy against refunds when the product clearly isn't what we paid for is unethical at best.
  
  You say the warranty is clearly outlined on the site.  This is what the front page says about the warranty:
  "By choosing AimControllers, you can count on products that last a lifetime. Our industry leading lifetime warranty means the end of worrying about controller issues. AimControllers has you covered!" (emphasis added).
  Forget lifetime, it showed up broken and broke again a handful of months later.  Either the industry bar is exceptionally low, or that is very misleading because clearly you don't stand behind the quality of your product.  If you did, you would apologize that we got a lemon and offer to make it right instead of hiding behind policies and telling me my only option is to pay more money to get a functioning controller that we should have received to begin with.
  
  I don't know what you would consider defective, but the buttons stuck and took seconds to return to their unpressed state after pressing them.  I'm pretty sure the average person would consider that "defective" regardless of what your policy states.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/22/2025

  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 purchased a gaming controller from AIM Controllers on 12/15/2024. I didnt receive the controller until 1/10/2025.
  This controller would not work correctly right out of the box. I emailed them about it instantly and the response was to recalibrate the controller and to get back to her if it didn't work. Well it didn't work and I emailed her about it with no response. I still have not received an answer back. So they are completely ignoring me and something needs to be done. I have seen numerous people have problems with this company now and I am trying to get a refund for the controller. That is all

  Business Response

  Date: 02/06/2025

  Hi *****,

  On Jan 30th we responded to you same day asking you to use our recalibration tool for the joysticks. You responded you didn’t want to and wanted a return. Because our controller are custom design to your specifications we do not offer refunds which is stated on our website. 
  

  As also stated in the email we’re happy to take the controller in inspection which you also declined. We are happy to help, but would need your cooperation. 
  

  Thanks,

  Adam 

  Customer Answer

  Date: 02/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I responded immediately to the first email. I was told to try and recalibrate which didn't work, like I had said. It wasn't till I reached out to the BBB for help, then I got multiple emails from your company. Wanting screen shots from recalibration, pretty much making me jump through hoops. It does also have a lifetime warranty. I would like to know why a $300.00 controller does not work straight out the box???? Which took over a month to get there, I could go on but I feel like it's a lost cause.

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

• Initial Complaint

  Date:01/08/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 custom plates on 11/21/2024, upon receiving them I noticed that the design had been altered from the design I sent, as shown in the preview image. I did contact the company immediately, in the end I had to wait roughly 3 weeks only to be told that they couldn't produce the product as shown in the preview, and tried to tell me that they couldn't issue a refund due to the process, however tis issue isn't about the color or the image quality, its the fact that they guaranteed to produce the preview image before payment was made, i did provide what they did send with the images I provided, i did send these same images to aim, and i was told that was the best they could do, I didn't pay for their best, I paid for the design I made and sent in to be produce which they failed to do. I would like to get my design, however I don't know if they can, or they are either lying about not being able to produce my design cause they have issue with it, if that is the case i would just like my money back.
  
  Thank you for your time: ******* *********

• Initial Complaint

  Date:01/03/2025

  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.

  On 9/13/2024, I ordered custom controller was ordered from AIM's website. I purchased since many big influencers/creators recommended it and it is a small business so I wanted to give them a chance. I paid $419.34 in total including expedited shipping to them so I could receive it within the week. Once received, there was an issue with the touchpad. Tried resetting on my own, but was unsuccessful so reached out to AIM. Also while trying to remedy the controller, the left trigger would not work properly as well. This resulted in me having to send the controller back to be fixed so I did. Did not received the controller back until 10/23/2024. Left trigger was fixed, but unfortunately the touchpad was not resolved. Decided to reach back out and send it out. They were kind of enough to send me a brand new controller which did not take as long to receive, but unfortunately the right trigger did not work at all. I tried to just please ask for a refund, but since they have a "no refund" policy, they went against that. I originally did go through the credit card company I used, but they denied my claim. I shipped the controller back to them and no longer have it in my possession. To be out over $400 is not what I want. The rep who helped was very wonderful, but I am disappointed with the higher ups who would not even consider a refund even though I paid a good amount of money to give AIM a chance. Now looking at the BBB reviews and Reddit reviews, I now unfortunately see why they are rated so low on here. All I am asking is for my money back for a product that was not only not working once or twice, but three times.

  Business Response

  Date: 01/20/2025

  Thank you for taking the time to share your concerns. At AIMControllers, we are committed to providing high-quality products and excellent service, and we regret that your experience did not meet your expectations.
  We understand your frustration and sincerely apologize for the inconvenience caused. After reviewing your case, we’d like to clarify the steps we’ve taken to address the issues:
  Upon receiving your initial complaint, we promptly repaired the controller and returned it to you in a timely manner.
  When the issue persisted, we went beyond our standard warranty policy and sent you a brand-new replacement controller to ensure your satisfaction.
  After additional feedback, we received the controller back again and performed a thorough inspection and repair. The controller is now fully functional and ready to be shipped back to you.
  We take every effort to ensure our products meet the highest standards of quality. While we understand your desire for a refund, our company policy, which is stated clearly on our website at the time of purchase, does not allow for refunds on custom-made products. However, we have made every effort to resolve the matter by providing repairs and a replacement.
  Your current controller is ready to be shipped as soon as we receive the payment for return shipping. Please contact us directly to finalize the details.
  We value your feedback and will continue striving to improve our processes. If there’s anything further we can do to address your concerns, please let us know.

  Customer Answer

  Date: 01/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I should not have to send back a controller THREE times, and get a brand new controller that STILL did not work. It should have worked after the first time it sent back. It was a TWO MONTH ordeal. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:12/10/2024

  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.

  Controller Malfunctions:
  - Instant stick miscalibration
  - Top left button doesn't work
  - Every button is loose
  - Overall product is not what was advertised, extremely poor quality
  
  
  The controller is not as advertised and they will not refund my money. The controller got here yesterday and I called first thing upon arrival and was greeted with negative unhelpful answers. Can you please help me get my money back as this product is not what it is supposed to be.

  Business Response

  Date: 12/10/2024

  Hi *******,
  
  
  Thank you for reaching out and bringing your concerns to our attention.
  
  
  Our Hall effect sticks are designed to be recalibrated periodically. This is due to the nature of Hall effect technology, which uses magnets and can sometimes become slightly unaligned. Our customer service team previously provided you with the link to the calibration website, where the process takes less than a minute to complete.
  
  
  Regarding the slight rattling you’ve mentioned, this could stem from two factors:
  1.Mechanical Buttons – Our design replaces traditional rubber membranes with mechanical components, which may produce minor noise.
  2.Battery Movement – A slight shift can occur if the controller is shaken vigorously. This is normal unless excessive force has caused internal damage.
  
  
  If you feel there’s a more significant issue, we’d be happy to assist. You’re welcome to send your controller to our repair team, who can thoroughly inspect and resolve any problems. However, please understand that Hall effect sticks, regardless of the brand, will require occasional recalibration. Additionally, repeated vigorous shaking can eventually loosen components over time.
  
  
  We appreciate your business and want to ensure you have the best experience possible. If you have further questions or need assistance with initiating a repair, please don’t hesitate to reach out.
  
  
  Best,
  

  Adam

  Customer Answer

  Date: 12/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The overall controller is not as advertised on the website, this is a cheaply made/poorly constructed item. I have not even had the item for a day and I can assure you this is a complete scam. I need my money back and will ship the controller to you immediately. I am sorry but this product is nowhere near the quality as depicted on the website, you can not sell someone something horribly made and tell them they can not return it. That is poor business practice and frankly probably the reason you try to do no returns; knowing the product is not adequate. 
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/09/2024

  Type:Product 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.

  On 10/24/2024 i placed an order for two custom *********** * controllers for a total of $620.65. Upon receiving them, they were defective. I contacted the company, explained the issues in detail and sent the controllers in for repairs, only to eventually receive them again in the mail with the exact same problems as when i sent them in. I contacted them again asking for a refund, as i no longer was interested in a further repair/exchange as i had lost faith in their ability to provide a quality product. They cited a no returns policy, which i would argue is inapplicable as it was under the false pretense that i would be receiving a finished product. Their point of contention as to why it can’t be returned is that it is a made to order product, which from where i stand is not my problem, as it was a mistake on their end, not random buyer’s remorse on mine. Their ability or lack thereof to make use of my controllers post-return does not reasonably take priority over the refund i am due on account of being sent faulty hardware.

  Business Response

  Date: 12/10/2024

  ** ******
  
  
  Thank you for reaching out. We understand your frustration and want to ensure we address your concerns thoroughly.
  
  
  The issue with the touchpad you’re experiencing after the controllers have been repaired often points to an in-game setting or software-related issue, particularly since it is occurring with both controllers.
  
  
  As mentioned, our team previously offered to send you replacement controllers at no cost once the originals were returned, with shipping covered by us. While you chose not to proceed with this option at the time, please note that this offer remains available within the warranty window.
  
  
  We value your satisfaction and are here to help. Should you wish to move forward with the replacement, feel free to let us know.
  
  
  Best regards,
   Adam,

   

   

  Customer Answer

  Date: 12/15/2024

  
  
  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,
  
  
  
  ***** ****

• Initial Complaint

  Date:11/01/2024

  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.

  Controller was purchased on 10/7/2024
  Controller had to be built and was shipped on 10/23/2024
  Controller was received by customer on 10/28/2024
  Once receiving the controller at 5:52 PM 10/28/2024, I opened the box to find a defective controller right out the box. The controller L2 Button was sticking and would trigger by itself. Also the right hand Joy stick was also defective as it would not allow you to pull the thumb stick all the way down. I had the controller in my hands for a total of 30 to 40 minutes trying to figure out if is was user error or an actual defect. Concluding that the controller was defective I contacted Aim Controllers Support at 6:43 PM on 10/28/24. After emailing customer support I explained my concern that the controller was defective right out the box. Customer support told me that I needed to send in my brand new controller for repair. I asked if there is any possible way that they can send a replacement and if not can they please refund my money and I can return the controller. Aim controller told this was not possible and that I could only send it in for repair. This seems to be more of a scam than a legitimate business. They do not care what the condition the controller is when sending out and tell the customer to bad when a reasonable resolution is offered. This company can not continue to do this to people who are spending hard earned money on a controller that cost $338.69. This is bad business and should not be allowed.

  Business Response

  Date: 11/15/2024

  Hi,
  
  We’re sorry to hear that your product was damaged during shipping. We’re more than happy to assist you. As noted by our customer service team, you will need to send the damaged product in for repair. 
  
  We understand that you would prefer to receive a replacement unit. Unfortunately, our policies, outlined [here on our website]***************************************************), prevent us—and most companies selling products online—from sending out a replacement unit without first receiving the damaged item.
  
  Please coordinate with our customer service team to have your controller repaired for the damage it sustained during shipping. 
  
  Thank you for your order, and we appreciate your understanding! 
  
  

• Initial Complaint

  Date:09/27/2024

  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.

  Stick drift right out the box tried hard reset still having issues phones are off and they are not interested in resolution!

  Business Response

  Date: 09/30/2024

  Hello,
  
  We have responded several times asking for in-game setting to verify the cause of the issue but have not received anything back regarding this. The messages we received back from you numerous times were this and things like it "Are you going to repair your ******* product, or you just putting your tail between your legs like a coward! Have some integrity!”.
  
  We have made several attempts to work through the problem with you including letting you know it is covered under warranty, but without the proper information back we cannot move forward with the repair. Please consider this for future interactions. We are more than happy to get the product repaired if you provide us the information we have been asking for. 
  
  Thanks,
  
  AIM

  Customer Answer

  Date: 09/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not notified me of any repairs they are willing to do! they asked for a video of defect in action I sent that and they asked for more info I gave that and they still choose to postpone resolution! It was a defect out the box and I can't get any real help, that's why I slandered them, I kept up my end as a consumer!
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:09/09/2024

  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.

  Their website provides a lifetime warranty guarantee for quality, but my controller has broken 2 times in the past 6 months. I already had to pay for repairs and return shipping. I asked for a refund due to the broken controller, and the company refused. They are falsely advertising a lifetime warranty.

  Business Response

  Date: 09/10/2024

  Hi ******,

  Thanks so much for your order! After speaking with my team it seems like your paddle had broken which is covered under our lifetime warranty. The only charge we asked you pay was for the shipping for the replacement parts, the parts themselves there was no charge under the lifetime warranty. Hope that help clarify! 
  

   

  Customer Answer

  Date: 09/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The controller has broken multiple times, but the lifetime warranty guarantees quality. The product shows a clear lack of quality, which was not properly advertised, and I cannot be expected to constantly have to send back a product for repairs and pay for shipping every time. For this reason, I want a refund for the original price of the product. 

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

  Business Response

  Date: 09/11/2024

  Hi ******,

  sorry to hear you are disappointed in our response. Please understand while the product has a lifetime warranty on certain parts, it is not indestructible. Please ensure proper use of the product to prevent future issues. Though if they do occur, rest assured you can rely on our industry leading warranty! 
  

  As part of our policy outlined on the website we do not takes returns as each controller is custom built to your specifications. 
  

  thanks again!

  Customer Answer

  Date: 09/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The controller was used properly and for less than 3 months before the first piece broke. Then I paid for repairs and less than a month after the controller was returned, another piece broke. This is not quality building or quality products, so I should be able to return the controller for a refund.

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

  Customer Answer

  Date: 09/11/2024

  It appears that multiple other customers of AIM controllers have had issues with quality control and false advertising of the lifetime warranty. The products are clearly of low quality and the combo has not been held accountable. AIM controllers needs to provide me a refund for the original product, and they need to be shut down if they cannot provide quality products as advertised.

   

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