Epic Games, known for developing the highly popular Fortnite, has received an “F” rating from the Better Business Bureau, though the rating might not be an accurate reflection of Epic’s customer service.
The BBB allegedly granted the rating due to unanswered customer complaints, stating that 279 complaints have been filed against the business, but 247 have gone without a response – 271 complaints have been filed within the last year alone. Most complaints have to do with customer service and issuing refunds.
One complainant states, “Epic Games failed to protect customer security, resulting in several unsanctioned charges over mine and my partner’s account.” Another reads, “There is no phone number or proper email response time to return my unauthorized charge of $160. Nobody will answer, and I feel cheated.”
It’s important to note, however, that Epic Games is not BBB accredited, meaning Epic has not paid the BBB an accreditation fee. A private organization, the BBB has been accused in the past of selling good ratings to companies who pay for accreditation.
Reported in a 20/20 segment about the BBB in 2010, LA business owners allegedly paid $425 to the BBB for accreditation and received an A- grade for a non-existent company reportedly named after a terrorist group. However, later that same year, the BBB announced it had changed its policies to no longer give additional points to businesses simply because they are accredited.
Per Kotaku, an Epic Games spokesperson says it has addressed complaints on its BBB page, though the company simply did so through its own communication channels. “Epic Games is not affiliated with the Better Business Bureau and has redirected all player submitted complaints from the BBB to our Player Support staff” said the spokesperson.
For other game developers responding to complaints from fans, read about Bethesda responding to complaints about Fallout 76, and Insomniac Games’ hilarious response to fans who complained about the size of puddles in Marvel’s Spider-Man.
Colin Stevens is a news writer for IGN. Follow him on Twitter.