Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Business response

  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 response

  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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.

   

  *****************************************************************/

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

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

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 31, 2024, I ordered a custom controller from Aim Controllers, order number *****, for a total payment of $245.98, including $23.99 in shipping. The controller was delivered on May 24, 2024. Upon receipt, I immediately noticed several significant build quality issues, which I promptly reported to Aim Controllers. They offered to fix the issues and provided me with a return shipping label. Due to personal time constraints, I wasn't able to return the controller immediately, but it remained unused and was returned within the timeframe of the 90-day warranty. Aim Controllers received it on July 31, 2024. The repair work was allegedly completed, and the controller was returned to me on September 3, 2024. However, upon receiving the controller back, I found that it still had multiple issues, including those I initially reported, as well as new issues indicative of poor quality, craftsmanship, and lack of QA testing. I have documented these issues in several videos and shared them with Aim Controllers before returning the controller, along with detailed emails and written descriptions in the return box. My controllers are both up to date with the most recent firmware, and I have attempted a reset. The issues include: Poor customer services that replies but isn't helpful. A trigger that is not the 1MM as claimed by the company. Buttons that cannot be pressed because they are completely sunk in and flush with the plastic shell panels. Stick drift that cannot be recalibrated or recentered due to inability to enter the modes. A drag pad that dangles by its wires AKA not attached to the controller behind the snap panel. Thumbsticks that bind and make unnatural popping and crackling noises, as if they are catching on something inside. Moreover, I have concerns that the company is not genuinely based in the USA, as their US office appears to be a front. All new orders are shipped from ******, and all repairs are shipped back to ******. Replace or Refund.

  Business response

  09/05/2024

  Hello,
  

  Thanks for your purchase of an AIMcontroller! Rest assured we will handle this issue and ensure it gets repaired at no cost to you. Please keep an eye on your email!

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order 80298 Date of order 02/09/24 I have not received a working controller at this time. The original controlled had faulty buttons and wore on the front plate. sent back repaired, returned and the problem occurred on a different portion of the controller. Sent back a second time returned and the controlled rear levers did not operate appropriately. Sent the controlled back again with promised of a brand new controlled. Received and controllers L1 button was completely stuck, and not usable at all. Company agreed to refund but wants me to pay the $30 shipping for the refund. I have yet to receive a working product at this time. I do not understand why I have had to pay packaging on 3 separate occasions and now have to pay shipping to receive a refund for my faulty product. Video evidence has been submitted about the malfunction and I am disgusted regarding treatment at this point. Separate point: Website claims that controllers are made in the U.S.A however I have received my controllers from ****** every time. I believe this is a fine example of false advertisement.

  Business response

  07/25/2024

  Hello,

   

  while we cover cost for shipping within the first 90 days, a return is a separate matter. When returning your controller for a full refund we require you to pay for shipping. 
  

  thanks for your understanding. 

  Customer response

  07/25/2024

  
  ********** ********  
  I am rejecting this response because: I have not received a working controller. The fact that 60 days has passed is due to constantly resending the product back. I do not feel like I should have to pay shipping and lose money for a faulty product 
  
  Sincerely,
  
  ****** *******

  Customer response

  08/01/2024

  Aim Controllers, have responded and customer services has dealt with issue listed.  I would like to formally request this complaint be closed.  I am happy with the overall conclusion of situation.  

  Respectfully, 

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a controller with a lifetime warranty on any parts the company change, added or replaced. When selling me the controller they sold it and are still selling controllers knowing the back paddles will eventually give out and break. Instead of upgrading these to a better material, supply multiple at a time when purchasing, due to this my controller paddles have given out 2 times. The first time the company gave me 0 issues and sent just the one paddle that was broke, as this time I requested a few this be sent as it puts the controller to no use during this time. They informed then didn’t do that. Recently, the paddle has given out again, causing the controller to be useless. After contacting and follow the process to have it replaced due to their warranty, they were requiring me to pay nearly 12 dollars to replace something they said they would replace the warranty and not only replacing a part they know will eventually give out. I am filing this, as I am asking, to be supplied with a refund on the full controller and I’ll send it back and an upgraded paddle that doesn’t break, or at the very least a few new paddles to ensure u won’t have down time while waiting for any in the future with no charge to myself.

  Business response

  07/15/2024

  Hi ******,

   

  Thank you for contacting us. The last email we have from you was from March where we resolved this issue. While the parts (paddles) are free the shipping after 90 days is not which is the $12 charge. We will not be issuing you a refund. 
  

  Thanks!

   

  Customer response

  07/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: the business is selling devices with pieces they know will fail and then sell it as the only company to “lifetime warranty” all parts but require the consumer to cover shipping charges for items they know will fail. 12 dollars everytime they break is absurd and horrible business. I will accept multiple paddles to ensure I don’t have to keep replacing them monthly due to the bad design of them.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  5/7 I bought a controller in this company but two days later I found that the same controller depreciated over 100$. I asked they refund my controller or give me the price difference back they answered me they can’t do both.my order number is *****

  Business response

  07/11/2024

  Hello,

   

  thanks for your order. After speaking with customer service your order had a discount applied at purchase. Also, we cannot adjust for perceived deflation. 

*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. ↩