Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a controller on 11/24 and haven't received it. They sent me a lame letter from Santa to explain to my child why I wouldn't have it... Now it's been almost 2 months and they are not responding, not answering the phones and not changed the status of my order. I will be disputing the charge with my credit card company as I feel certain they'll be unresponsive to a refund request.

  

  Business response

  01/17/2025

  Hi, Your order has been cancelled and refund to the orginal payment method. Please let us know if we can help with anything else. - Controller Chaos

• Initial Complaint

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a controller on December 22,2024.According to their tracking update-it has NoT shipped.Their toll number does not result In ever speaking to a live person. Emails are not responded to.I want to cancel my order and receive a refund ASAP.

  

  Business response

  01/17/2025

  Hello, sorry for the delay with your order! Due to the holiday rush production got a bit back up. Your order was refunded on 1/13/25. Please let us know if you need anything else. - Controller Chaos

• Initial Complaint

  01/03/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a custom controller from controller chaos on December 16th for $260.00. I paid for expedited delivery so I could get it before christmas and have received no controller and no contact from the company. I have emailed them 2 times and called several. Every time I call I get put on hold and told I'm the 3rd caller in line. Then when it gets to my turn they hang up on me. They won't respond by email or phone. I want a refund.

  

  Business response

  01/08/2025

  We apologize for the order taking longer than expected. There has been a refund process already started for this order. Thank you.

• Initial Complaint

  01/02/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Buyers beware! DO NOT order from Controller Chaos! I wish I had done better research about Controller Chaos before ordering from them!On 12/11/2024, I ordered a Sundazed (XBX) controller for my son's Christmas gift. Shipping at the time was 4-10 business days so I felt confident it would arrive in time for Christmas morning. I did not receive any shipping notifications and emailed the company on 12/23/24 to check shipping status. I wrapped a photo of the controller for my son so he would have something to open Christmas morning. It is now 1/2/2025 and I have sent 2 additional emails without any company response. I have also called customer service multiple times only to be kept on hold for 20+ minutes with an automated voice telling me that I'm "customer #2 in line and wait time will be 8 minutes, etc". Then after holding, the automated voice tells me that they are experiencing higher call volume and to call back later. The system then hangs up on me. I have opened a dispute with my credit card to hopefully get my money back. I feel this company is a scam and that they have put a lot of time into making themselves look legit. Don't be fooled like I was.

  

  Business response

  01/08/2025

  We apologize for the order not making it out to you in time for the holidays as we do try to inform customers of a potential increase in production time during the holiday season. We do see that there is already a refund process that has been started on this order, but if there are any further issues that need to be address, please reach out to us at **************.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a controller in November! Ive begged for a refund as it was a Christmas present and it would never be here in time. They keep responding that its moving through their slow process. But it hasnt even updated with the tracker. And now that *** asked for a refund from them and through my bank. Its crickets

  

  Business response

  12/31/2024

  It looks like the refund process has already been started for the order number associated with what is provided here. Please allow 3-10 business days for the refund to be completed. If there are any issue concerning with the refund after that time slot, please reach back out to us through phone at ************** or our email at ******************************** Thank you.

  Customer response

  01/04/2025

  I want proof my refund has been started as all communication has been that they couldnt do a refund since I requested something from my bank. And this was prior to contacting better business bureau. My account on there website says paid and unfulfilled. It doesnt say refund. They have had my money since November with no product. 

  Customer response

  01/08/2025

  Complaint: 22738411
  
  I have reviewed the business' response and am rejecting it because:
  I have yet to receive proof the refund has started. I have yet to receive my refund. It does not take 10 days to give a refund. I want my money now. My next step will be the police. 
  
  
  Sincerely,
  
  ******* *******

  Customer response

  01/08/2025

  There is no good faith. They are saying there is a chargeback on my card for the charge. This charge was in November. I have done nothing but request my refund. Now they are saying they cant do anything and they cant even select refund. 

  Customer response

  01/17/2025

  I was told to come back if no refund has been issued by now. And I have not gotten my refund.

  

  Business response

  01/17/2025

  Hi, We will have a customer service agent reach out to you to get this handled accordingly. Thanks - Controller Chaos

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company seems to be in over its head with trying to fulfill orders. I was promised my item would be shipped by Christmas. But I see it hasn't even been painted yet. Hundreds of customers I see complaining on their social media sites saying their orders haven't been delivered and it's been several months. Promising a product at a certain delivery window and failing to meet that is why I'm requesting a refund.

  

  Business response

  01/17/2025

  Hello, Sorry for the delay with you order. Due to the order volumes during the holiday orders were running behind. The refund was processed on 1/8/25. Transaction id: *****************. Please let us know if you have any further questions.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a custom controller from controller chaos in September for my little cousins birthday and they have been taking to long so I asked for my controller or my money back and on the second of December they told me I'd get a refund and it's almost been 2 weeks and I still don't have my money

  

  Business response

  12/17/2024

  We apologize for the custom service not being met to your expectations, but would love to help resolve the issue concerning the refund. We can take a look into what may be going on with your refund if you could reach out to us at ******************************** Thank you.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a controller for my daughter. I tried to verify and reenter my email for the order on their website and it didn&#**;t work. I checked in with them and could not get through to them. I called them today and got hung up on by the answering service. When I looked at the customer reviews, some were good and some were ok. They said I would get my order in ***** days. I waited over an hour on the phone to contact them. I saw the reviews that said people have not gotten their orders in months. I would like my money back.

  

  Business response

  12/17/2024

  We apologize for the issues with trying to connect to the phone line as it gets busy during certain periods in the day. We would love to help you resolve this issue and take care of your order for you (fulfilling it or refunding it). If you could instead reach out to us through our email at ******************************* we can take care of what you would like to do in concern of your order. Thank you.

• Initial Complaint

  11/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a custom PS5 controller on September 6, 2024. At the time of my order, the website FAQ listed processing times at 4-10 business days. After the estimated processing time passed with no update, I emailed the company through their website on October 2, 2024. I received no response other than the automated ticket received message, so I emailed again on October 8, 2024. On October 10, 2024, I received a response stating that processing times were currently 25+ business days. I waited another month, and sent another inquiry on November 7, 2024 asking for and update. After no response, I emailed again on November 19, 2024 advising that if I did not receive a response/update on my purchase, I would file a complaint with the BBB. As of today, November 26, 2024 (55 business days since my order date), I still have received no product and no response from the company.

  

  Business response

  12/17/2024

  We apologize about the current delay issues pertaining to your custom controller. It looks like your controller is currently awaiting a mod which is causing a delay in completing the order. If you could reach out to us at ******************************* we can have our *** get in contact with you on the next steps to complete to fulfill the order. Thank you.

• Initial Complaint

  11/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a controller from Controller Chaos back in September, so I could play switch with my kids. I ordered the ***** ******* custom controller. I did not customize any of the ********** the time of purchase, a disclaimer popped up stating it would take 2 weeks to build custom controllers - I was ok with a 2 week lead time, even though my order was not technically custom, so I proceeded to purchase. The money came out of my account immediately, I received a confirmation email and figured I was good to go. A month goes by, I still havent had any further communication with them. I still didnt have my controller, so I emailed. I got no answer. I emailed again, they said due to the customized nature of your controller, build times can be up to 1 month. I responded an mentioned the prompt about a 2 week lead time. They responded 2 weeks is no longer valid. Everything is on back order and it would be a 1 month build. I told them it had already been a month and asked when my order would ship. I got no response.I waited an additional 2 weeks and emailed again. I asked when I could expect my controller to ship. No response. I waited ANOTHER 2 weeks and emailed again. No response. I emailed 3 more times and still no response. Its now been 2 months to the day and I still have no controller, no response and theyve already taken the money out of my account. The only means of reaching out to customer service is by email. There is a phone number, but when you call it says due to high volume of calls, were no longer taking calls. Reach out to customer service by email, then it hangs up. I really just want to be able to play games with my kids, but I would settle for my money back so I can just go to GameStop and pick up a cheap controller, or something.

  

  Business response

  12/17/2024

  We apologize that the wait time for the custom hand made product has not met your expectations as we work on fulfilling your order. Your order is moving a bit slower than what was originally estimated but we would love to help help complete your order if you could reach out to us through our email at ******************************* as we continue working on your custom controller. Thank you.

  Customer response

  12/18/2024

  Complaint: 22555246
  
  I have reviewed the business' response and am rejecting it because:
  I have already made several attempts to reach out to Controller Chaos through the email address theyve provided. At this time, I dont seem to even get a response. I also have no further need for this controller as its been so long since placing this order, I got fed up and purchased a controller elsewhere. All I want is a refund.
  
  
  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. ↩