ComplaintsforLukie Games, Inc.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed 2 orders with Lukie games. And 2 orders with another company called DK oldies. I placed both orders on the same days as with Lukie games. I received both of my DKoldies orders on time and as requested. It's been over the 4-7 day order timeframe they tell you, and yet I have not received either order. Keep in mind both orders I received from DKoldies came 5 and 6 days ago. Do not ever order from Lukie games. If you want quality product and promise of delivery, buy from DKoldies. Never from Lukie games. Hopefully and eventually this online piece of c*** operation goes out of business due to horrible practices and results. You are wasting your hard earned money

  

  Business response

  02/28/2024

  Your orders were shipped 2/21 and 2/22, both orders having different free shipping due to the weight. Our free standard shipping takes 4-7 business days or up to 10 business days if there is any delays by the shippers which we do not have control over. Both orders are still in transit as it's only the 4th and 5th business day per our free standard shipping and what you even mentioned in your message, it's still in transit to you. Upon further review of your order, this one AC-******* is showing out for delivery today so I do not see what the issue is with our free standard shipping.

  

  Business response

  02/28/2024

  Here is the tracking number for both orders - DHL/**** - ********************** and second order - ********** 1Z1802ARYW99445047 and ************************** is **** does the final delivery but it looks like *** will deliver it today. I included a screenshot of the tracking information from ***, DHL and ****. They also made another order with us over the weekend and it was shipped out Monday 2/26, with tracking number 1Z1802ARYW95811434 but that was not included in their message.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Upon arrival of package. I opened it to see if there's any scratches. This game was the definition of scratchy that I cleaned it thinking it was dirty. After playing it for 5min it went black and the screen said its not able to read the disc. No surprise there! They don't test there games to see if it plays through and through. They send games keep the money and hope for the best to not get a complaint.

  

  Business response

  02/22/2024

  Hi, Every item we sell is covered by our 90-day, no questions asked return policy.  As soon as the customer reached out to us we set up a replacement to ship out. It shipped 2/10 and was delivered 2/16.  We hope the customer is satisfied with the replacement.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a PlayStation 2 on December 15, 2023 and gave it to my husband on Christmas morning and it wouldnt turn on. I contacted them the following day and was told that a power cord would be sent and it was received yesterday and the game still doesnt work. I have called numerous times and left messages with no response and have also sent numerous emails again with no response. I also went to their ******** page and sent a message there and also on their post asking for someone to contact me with no response.

  

  Business response

  12/29/2023

  We responded to your phone call and emails regarding this system. A return was also already set up on 12/28 to send the system back for a replacement. I have also attached the label we made and sent to you just yesterday along with the email history. You also confirmed with us that it was sent back. Once we receive and process the return, the replacement will be shipped.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  cancelation of purchase refund not responding back

  

  Business response

  12/02/2023

  Your order was canceled and refunded the same day after we received your email. Please be aware for any future orders, that we are a small company and respond to emails within 24 hours.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent Lukie Games is a list of games that I was trying to sell as part of my video game collection. I sent them the full list, and disclosed that certain items were only cartridges, and if some were only empty cases and some missing manuals. They sent me a trade in store credit and cash offer. I need the cash more so I accept the cash which was $1340. So I took the time to package a very heavy box, carry it and ship it out. When they finally got back to me, they made a ridiculous list of things that were untrue. Some items for missing, which is completely false because I cleaned up my entire attic, and as I was going through it, I was putting everything in the box and listing it. Then they say that they were games missing when I told him in the email that it was only the case. They claim that many of the games were in bad label damage which is completely false. Theyre trying to make excuses to lower the offer they sent me. Their new offer is $950. Their previous offer was $1,340. I sent them pictures of the game they were receiving. As you can see they just have to remove old price stickers and wipe away any marker writing. There are a couple of games that have that label damage that you can see in the pictures. So theyre lying in that email that certain games have label damage. I had a better offer from another company which in retrospect I shouldve take. all I want for them to do is send me the original offer of $1340 or send me something close to that because these games that theyre lying about are not labeled damaged, case only (which I told them it was case only) and are definitely not missing.

  

  Business response

  08/01/2023

  The emails and trade was reviewed, the consumer received a response from our trades department regarding this issue as items were not received as listed and/or in a condition that was not acceptable per our standards for trades. We stated and it was agreed via the quote email that we can make revisions to any trade we receive if the items are not per the original email from the sender. This issue will be conducted further via our trades department. Thanks!

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They have an online gaming casino - Ultra Panda and on if you win they are supposed to send you the winnings. They have not sent me my winnings and said I need to deposit more money to get my winnings. They are lying. I would like my winnings $200 sent to me.

  

  Business response

  07/19/2023

  We are an Online Retro gaming store, we do not own or associate with any online gambling company/casino so not sure why this complaint was filed. I do not see any orders from them under this information and believe they have the wrong company.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a large order from this company totaling $562 and some change and it emailed me confirming the order subsequently sending a tracking number the following day however within four minutes of the tracking number, being provided there was an update that the shipment was voided by the seller. They did not give me any information as to why, but I confirmed with *** that it was canceled by the seller. My bank was already charged. I have spent three hours calling them, but they have a system set up that always says they are busy on the phone which I find hard to believe when I literally called every minute for 3 hours straight. I emailed four times asking for any sort of explanation and not one time. Have I heard anything back I left 4 voicemails. All I want to know is why the shipment was canceled and I want it shipped to me as I already paid for it. This is very frustrating not having any answers or even someone to talk to you.

  

  Business response

  05/08/2023

  We spoke with the customer **** by phone shortly after the complaint was filed and resolved the issue.  The order was processed the day after it was placed, however there was initially an issue when the *** label was created causing it to show as cancelled. The label was reprinted with *** tracking 1Z1802AR4296099727 and this was provided to customer, and is currently scheduled for delivery on 5/10/23.

  We apologize for any confusion the label issue caused. As a small business we have limited the hours we offer phone support but still respond to emails 7 days per week, generally within 24 hours or less. Most issues can easily be resolved through email.  If there is anything else we can assist the customer with we ask that they reach out by email.
  

  Customer response

  05/08/2023

   
  Better Business Bureau:
  This company is extremely helpful and professional. I had just reached them on a busy day and a simple error was corrected immediately . Therefore , 
  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

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a item from them by mistake on **** thanks to my kid having my phone. Sad thing is I did put the item in my cart just to save them as a seller and go back and buy some stuff. *** had phone and clicked and bought a couple things. I noticed two minutes later and messaged all three people she bought from and recvd proper cancelations within minutes. This place marks item as shipped at 3 oclock in the morning and tells me they wont refund. So I had to cancel with my bank. Just a ton of steps I should not have had to taken and any company that cares about customer service wouldnt make you take.

  

  Business response

  05/02/2023

  Customer placed an order through **** after normal business hours on 5/1/23. His order was packed at 7:19 AM (EDT) today 5/2/23.  Our customer service department does not open until 9 AM. When our rep got to his message requesting to cancel the order had already been packed and shipped. We stated to contact ** once the received the item to return and we would then refund the $7.42 payment.

  The customer proceed to get agitated and argumentative and then left spam messages over our multiple social media pages. After management review we have issued an immediate refund as a one time courtesy, asking that the customer **** the package return to sender once received. The **** Refund ID is **********.
  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ************************** ********** Order Date: 2/24/2023 Order number: AC-*******. Billing Address ***************************** ********** *********************************************************************** $154.95 I ordered a ps2 slim it was never delivered to me at all I cant even get in contact with anyone I been calling plus i dont know if it was stolen or sent to the wrong address but I would like a refund or replacement order sent to me this is crazy I have to go through this and this is my first time ordering from lukie games and it goes bad

  

  Business response

  03/07/2023

  I'm very sorry you had a negative experience with your purchase.  I have reviewed the order and the tracking we provided **** Surepost 1Z1802ARYW91657583) shows the post office made the delivery on 3/2/23.  Based on your email communications with our team it seems it may have been mis-delivered or taken after delivery.  We will be pursuing a claim with the shipper, and a refund was issued on 3/4/23 back to the original payment method.

  Customer response

  03/07/2023

   
  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,
  
  *****************************

• Initial Complaint

  08/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 10, 2022 I placed an order for 4 Wii U games from Lukie Games. Here is the order and reference numbers Order# AC-******* Reference# *******. All 4 games were listed as "complete" so I was expecting all 4 games to have the game, original case and artwork, and instruction manual. 2 of the games had all the components but 2 did not have an instruction manual. Wii U games either have an instruction manual or a white insert that has instructions to digitally pull up the manual. Since the word "complete" in the video game industry means to have the game, case and manual, I emailed customer service to voice my concern. I was simply told that complete in their book didn't have to include the manual or the white insert. How is that complete? I was mislead on the purchase and I was willing to accept it but the response from customer service was rude and unprofessional. The person that sent the email may not have meant to come off that way but it sounded like I didn't know what I was talking about when I do know that the word "complete" to a collector (any collector) means all the items are in the case that came with it (except maybe the ads). I asked to return the 2 games if those digital white inserts were not able to be sent to me and I didn't receive a response. If a return or exchange is accepted, I want Lukie to pay the shipping cost and if a refund is presented, I want the full amount for both games and not be assessed a restocking fee or some other charge. I just began shopping with Lukie this summer and I thought they were better with customer service than this. If the ********************** are "complete" they need to define what "complete" means. I look forward to settling this issue and possibly resuming business in the future if the situation can be resolved.

  

  Business response

  09/09/2022

  Complaint was resolved with customer.  Prepaid return postage was provided on 8/14/22 and once received a refund was issued on 8/20/22. 

  Customer response

  09/10/2022

   
  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,
  
  *************************

*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. ↩