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:06/25/2025

  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.

  Panic has completely left me no other choice. I ordered one of their consoles on May 14th. I put in all my information, verified it was correct to ship, and when I put my payment method in using ******, their online portal changed my zip code to my old billing address. This should not be possible when I already put in the correct zip code, but I did not catch the change.There was no way to change the zip code after purchase. After contacting Panic, contacting ***** it has been over a month and it is not here. Panic has stopped responding to emails, has not returned phone calls, and refuses to help in any way. I've heard from others that they have excellent customer service, but this is not ****************************** refuses to help me order another unit, refuses to send a replacement, tells me I'm out of luck if it never shows up and I will have to eat the cost, and refuses to acknowledge this error in their ordering system.I really would like some acknowledgement that the problem on the website has been fixed, a refund or a replacement. Unfortunately, it's been so long it will not get here in time for a birthday gift, but maybe I will be able to get something shipped.The response from the company is they can't help because they've had bad actors in the past. This is not an OK way to treat people. It makes me hesitant to purchase or recommend Panic, Playdate or any associated product or service if they treat every customer that has a shipping issue as a criminal or potential *********** very careful with this company if you do order from them.

  Business Response

  Date: 07/08/2025

  ******,
  
  Thank you so much for your query, and thanks for supporting Panic and Playdate!

  As you know, you entered the wrong Zip Code when you placed your order. There's no way our system would have done that on its own it's more likely this was a classic Autofill or Apple Pay configuration error, which happens all the time, don't worry. Because your Zip Code was entered incorrectly, and orders are shipped very quickly, that triggered the issue. In the future, we will likely re-enable our address verification system to double check the entered zip code and try to catch any possible errors. We're sorry we didn't have the system up and running this time! (Also, just to be clear, we don't accept or use ******, only credit cards directly.)

  I'm told by our support team that they had already processed your replacement unit shortly before you filed your feedback here. So my understanding is that everything is all good! But if you need anything else from us, don't hesitate to reach out to our support team and we'll do our best to help, as always.

  Thanks,
  Cabel / Panic

• Initial Complaint

  Date:04/05/2024

  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.

  I ordered a Playdate handheld game system from this business on 2/15/24. Within a couple of days of receiving the unit, it had an issue where the frame was clicking in and out of place. I e-mailed Panic, and on the first time, I did get a response within about a day. Getting the replacement took over two weeks from the time I sent the first one back. I got the replacement, and it was working okay for a while, but then it started having a similar issue where the frame was clicking in and out of place, but this time it was to the right of the lock button on the top instead of the left. On 4/1 I tried filing a replacement request on their website, which is still listed as pending. I tried filling out their help form (and attached video proof of the issue) on their website, but I didn't get the automated confirmation, nor did I get any response. Today, 4/5, I sent an email directly from my Gmail (not their form), and I did get an automated response to that, but no response from anyone at Panic yet. As of 4/5 the replacement request still shows as pending. I can't get anyone to answer e-mails, and I tried to call on the phone, but it just goes to voicemail. I understand that they are a smaller company, but I spent a lot of money on this and I just want one without issues. I don't need the cover replaced, just the Playdate unit itself.

  Business Response

  Date: 04/16/2024

  Hello!

  We do indeed have an active, open ticket for this customer's query. The customer originally tried to use an older method for RMA which we no longer support. We then replied and sent them RMA instructions on how to use the current RMA process. We have not heard back from this customer since April 11th.

  Perhaps this customer should check their Spam folder? Or they can reach out to us again from a different email address.

  Best,
  Panic

  Customer Answer

  Date: 04/21/2024

   
  Better Business Bureau:
  
  I did eventually hear from Panic, and a replacement is set to arrive shortly. I am satisfied with this resolution. 

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