ComplaintsforDragonfly Games
Games
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- BBB unable to locate business
On October 6th of 2021, I paid DragonFly Games in South Carolina $139.99 USD for a ******* *** ************ Ultra Premium Collection as a preorder. After placing said order I waited for the item to arrive, but my status continously said "waiting to be fulfilled". After 2 months of waiting, I called to request a refund on December 12th of 2021, the lady on the phone told me that I would receive a refund in 7 to 14 business days to which my order status would change from fulfillment to refund. After waiting a month, on January 7th 2022, I called their store again requesting a refund to which I was told they were processing alot of refunds and were trying their best to get through all of them. I was told I was put back in the queue for a refund and put on their "priority list". After yet another month, on February 15 2022, I called one last time and asked for a refund to which I was apparently speaking to a manager who told me they would get my refund right away and changed my order status to refund. I was told I would receive the refund shortly. It has been about 2 weeks now, its March 1, 2022, and I have yet to receive a refund of any kind. I have tried calling multiple times to which nobody will answer and for multiple days their website says its under construction or being fixed and to come back later. After 4 months, I am out 139.99 with no product and no foreseeable refund. My order number is #***** for ******* ***: ************ Ultra-Premium Collection which had an expected release date of October 22, 2021. I dont believe this business intends on actually providing me with a refund, hence why I have decided it is imperative to contact the BBB. I have heard multiple accounts that this business has done stuff like this before, they need to be held accountable. Thank you very much.Initial Complaint
02/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- BBB unable to locate business
I placed an order on 6/17/21 for ***********: ************** - ************************************* which is $111.98. I have emailed and called requesting to get a refund since Dragonfly Games is unable to fulfill this order. They promised to get me a refund, but I still have not receive it yet. I placed an order on 6/30/21 for *********** ************ products. As of now, I only received part of my order and still waiting for Dragonfly Games to fulfill the the rest of the order. For this order, Dragonfly Games still owe me $423.93 worth of *********** ************ products. I will like Dragonfly Games to refund me $535.91 since they are unable to fulfill the order.Initial Complaint
02/25/2022
- Complaint Type:
- Delivery Issues
- Status:
- BBB unable to locate business
On 6/1/21 I I placed a preorder for ******* Booster box (order *****) in the amount of $260, Dragonfly games was unable to fulfill the preorder and issued a refund in full on 1/7/22. Dragonfly stated refund would take 7-10 days to receive funds. As of today 2/24/22, I have yet to receive my refund. I spoke to an employee about 2 weeks ago on the phone requesting an update. They advised they were having issues processing refunds and unsure when i would be able to get a refund. Dragonfly has kept my money for 8 months with no refund date insight. There are many complaints online of this company over promising and under delivering product. I feel they have borrowed my money at zero interest and no intent to pay it back. I feel helpless, anything you can do to assist with getting my money back would be greatly appreciated. All I want is my money back, I will not do any future business with this company.Initial Complaint
02/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
- June 1st 2021 - $271.98 - ordered items online and have not received the items yet. I reached out to them to cancel my order and get a refund however the company never replied.Initial Complaint
02/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unresolved
I had pre-ordered a product in August of 2021 that was to be released on October 22 2021. After not receiving my product on release day I contacted the company, they responded with global shipping delays and lower than expected inventory was the cause. I was asked to be patient and my order will be filled. It is now February 02 2022 and my last response from the company was December 22 2021. I have sent multiple requests for a refund and nothing has come of it. I would like my refund so I can move on. As far as I am concerned this business is a scam and should not take online orders that they can never fulfill. I hope a resolution will come of this.Business response
02/16/2022
Business Response /* (1000, 5, 2022/02/16) */ Hello, Thank you for your patience in the is matter. The customer has been refunded for his order. It should take 3-7 business days to return to his account. Consumer Response /* (3000, 12, 2022/02/23) */ Still awaiting refund. No confirmation of funds being returned has been received.Initial Complaint
01/27/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I had placed 2 separate preorders with Dragonfly Games on 7/1/21 that had a release dat of 10/24/21. The date today is 1/27/22 and the only email I received from them, was a response to my complaint email about not receiving my orders on 11/2/21. I was told my items should be coming on a back order in November or December. Nothing came, no response, no reaching out to me for delays at all. Now I'm not getting a response from them. I asked for a refund or equivalent items, even though the items on my orders were collectibles. This company is terrible at communication and is possibly a scam. I just want my money back and for others to stay far away from this company.Business response
02/03/2022
Business Response /* (1000, 5, 2022/01/27) */ Hello, We are currently working on getting more of that product in. It is taking a bit longer due to shipping crisis that happened in December. We are working on getting more of the product in for the customer's order.Initial Complaint
01/21/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I submitted an order with them for pre-ordering collectible cards. The order was placed in April of last year and the estimated delivery date was in May. Upon release, they emailed me and said they cannot fill the order right now due to inventory issues. I paid roughly $900 in total. As the months passed, i would email and inquire to see if they had inventory. Well past release, these cards were readily available around the country. This company could still not fill the order. It has now been 9 months, I have seen many products posted on their site, to which i asked if I could exchange my order for a different set. They said no each time. I asked if i could get my money back then, they said it would be about two weeks because they are "running behind on refunds". So not only did I not receive my product, but the business has now stolen $900 from me and refuses to answer any emails or calls I have sent. They are holding customer's money hostage and false advertising on their website.Initial Complaint
01/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
To Whom It May Concern, I have placed 2 orders over the last year with DragonFly games and none of my orders have shipped or received any help in cancelling the orders. The earliest order was placed in May of 2021 and I have reached out to Dragonfly Games multiple times over the phone and summited a message on their website to cancel my order and receive a refund but the business refuses to actually process my cancellation and give me a refund.Initial Complaint
01/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello. I am having a problem getting a refund or the product that I ordered from Dragonfly Games nearly 6 months ago. I am providing proof of transactions as well as messages between me and the seller from the past months. I have been in contact with them several times asking for a refund but they refuse to give me one. I have to send 5-6 emails each time before receiving the most basic of responses. The product released over 3 months ago and they still have not shipped anything to me. All I want at this point is my money back. My personal belief is that they are attempting to drag this out past the 180day mark so that I am unable to file a complaint with my CCC. This is fraud.Business response
01/20/2022
Business Response /* (1000, 8, 2022/01/11) */ Contact Name and Title: Matthew N*********, Owner Contact Phone: XXX-XXX-XXXX Contact Email: *******@dragonflygames.com Hello We do apologize for the late response. We had troubled locating Mr. **** in our orders. He sent the order numbers to our communication expert here at DragonFly Games. It appears that it was under "***** ****" when the orders were put in, but we thank for providing us with the additional information. We are currently experiencing issues with getting refunds out in a timely manner. We are working on resolving the issue as quickly as possible. If the customer would not like to wait to resolve the issue, we understand if he performs a chargeback. We will accept it and approve of it on our end. Again, we apologize for delay and the inconvenience that this *** have caused. Consumer Response /* (3000, 10, 2022/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been trying for 3 weeks to get a refund from you and I just cannot believe that it takes that **** to simply press "refund" and give me my money back. I have waited some times up to a week without hearing a response back from you and having to send in a new message. This simply is not okay and I would really appreciate if you could find my order in your list and refund me. I have 10 days left on my CC before I am unable to file a dispute and to me it seems very obvious that you are trying to milk that time so that I am unable to request a refund. Business Response /* (4000, 14, 2022/01/19) */ Hello, I do see that both orders have been disputed. Of course, we will accept chargeback on our end as suggested before. We do apologize for the **** wait and we are working on improving our pre-order system going forward.Initial Complaint
11/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed an order for $208.00 on 06/01/2021 for a preorder. Product released in August and the company didn't receive enough to ship to every customer. But instead of refunding and canceling, they have held onto my money since June with no option to cancel. I tried contacting them to cancel but it has been ignored. My credit card has been canceled so I request a full refund check mailed to my billing addressBusiness response
12/10/2021
Business Response /* (1000, 5, 2021/12/01) */ Contact Name and Title: Matthew N*********, Owner Contact Phone: ************ Contact Email: *******@dragonflygames.com Refund has been processed for the customer and the check was sent out on November 29th. Consumer Response /* (2000, 8, 2021/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received refund. Thank you
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
30 total complaints in the last 3 years.
0 complaints closed in the last 12 months.