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2.8 13 Reviews

GOG Complaints Summary

6 Resolved
7 Unresolved
Our verdict: Dealing with GOG, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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GOG reviews & complaints 13

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3:56 pm EDT
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GOG Cyberpunk 2077

I have been dealing with email tech support about the issue of the game crashing every time it autosaves all ive gotten is turn it down to 60hz that will fix the issue so i do just to appease them and sent a reply that it didnt work 2 days later ive not heard aa reply and try again file a new report same thing one answer then i reply and receive nothing this has been going on for weeks on end with 0 support ive turned down settings, reinstalled, ran the fix tool and reformated nothing works

Desired outcome: Fix my game

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11:38 pm EST
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GOG Refuse to refund

So I've been trying to refund one of my GoG games since December 25th and is still within 30 days of refund time. But costumer support refuses to refund my money back. I've complained to them the game keeps crashing (Kingdoms of Amular Rereckoning) every time I die or try to load a save. They said I've played too many hours in the game and refuses to give me my refund. I'm not even halfway through the game! I've read the refund policy terms and service. It says nothing about how many hours you can put in before the refund is refused. I ask them to link me the "new" return policy they said they had, but they refuse to do so. I've tried everything to fix the issue, but nothing worked. At this point I just want my money back and the game removed from my library.

Desired outcome: Please refund

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12:38 pm EDT
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GOG Terrible service

It takes an average of one month before GoG responds to technical help requests with a product they sell. This is outrageous. Most companies respond within days.

The moderation on their forums is so awful and biased. GoG themselves don't follow their own rules when posting political threads regarding their response to the Ukraine war, banning all Russian customers who have no control over it.

They promote woke agendas and post political threads supporting LGBTQ and women's issues yet banning individuals who challenge equity concepts in favor of equality for all persons regardless of subgroup affiliation.

Desired outcome: I hope someone else buys GoG because of GoG's parent company, CD Projekt SA, stock's downward spiraling price. Maybe then service and respect will be returned to customer service.

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Is GOG legit?

Our verdict: GOG has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores GOG's position as a benchmark of trust and quality within its industry. Users and clients of GOG can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

GOG earns 100% level of Trustworthiness

Perfect Trust Endorsement: GOG achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

A long registered date for gog.com can be seen as a positive aspect for GOG as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.

The age of GOG's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Gog.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Gog.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

The GOG website has a cookie consent banner indicating the use of cookies for data collection. Reviewing the privacy policy and terms of use is crucial to understanding how the data is used and ensuring compliance with regulations.

We looked up GOG and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Gog.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from GOG.

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7:47 pm EDT
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GOG Spellforce Platinum Edition (Pheonix)

Have purchased the game from Gog, once installed, it is seeking a serial number before continuing. Therefore cannot play the game, can someone assist me plz?

Thank you

Ron Brown

PS. I have no details about my purchase I am sure you will have those details on your database with my other 200 odd Gog Games

You keep saying you don't have enough information. For goodness sake, the image I sent shows the problem. I require a serial number before I can play the game I purchased. How simple is the request given what I have explained to you. I don't know what more info you want.

Desired outcome: I just wish to play the game and would appreciate if someone can help me get past the serial number part in order to play it please. Cannot send dxdig text file as it is not an accepted image file.Ron

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4:49 am EDT
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GOG Poor games / gog galaxy tool crashing / gog services useless

Dear GoG,

In recent years, I have found your service and games wonderful and enjoyable; however, recently everything went to the pits.

I am afraid games I buy are crashing, GoG Galaxy is useless in installing them, and games die half way during game time.

I find myself ending my games via YouTube which begs the question, why am I even buying the games.

Thus, I have decided once I finish playing the games I spent my hard earned cash with your site, I am quitting GoG and travelling to a much more secure and reliable source that has a wonderful customer service and none sloppy games.

Mainly Steam.

For the time I have spent with your service, I thank you, but I fear that if you don't get your act together, there will be fewer and fewer customers you will have in the near future. There are plenty of alternatives out there, and much more stronger competition. Think about that if you wish your company to be successful.

Sincerely yours,

A dissatisfied customer.

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2:27 pm EST

GOG Unplayable Game

A game I purchased a few months back will no longer launch, despite the fact that the .exe is 'running' in task manager. The game previously ran without incident, for 25 hours over the course of a month or so--it has not been updated, nor does it require an update. This issue does not affect/crop-up with the dozen or so other games I have in my library, and despite re-installing/patching files/etc, the problem persists. The only point of contact provided by GOG is an automated chat window that was absolutely useless and provided no helpful/satisfactory solutions. I recall, some years ago, speaking with an incredibly helpful GOG employee who resolved an issue I was having, and that experience, among other considerations, is what motivated me to take my business away from STEAM and give it to GOG. Knowing that my games now run the risk of suddenly not launching, for no apparent reason, and that there is no extant recourse for resolving the issue, I'll take my business elsewhere. Suffice it to say, I'm terribly disappointed in the direction your customer service has gone, GOG.

Desired outcome: I'd like a refund for the now non-working title

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2:35 am EST
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GOG Refunds and communication

On December 17th 2020 I submitted a refund request to GOG.COM through their Refund/Contact Us Online Form for my purchase of Cyberpunk 2077 which on my PC has been a dismal experience due to the vast amount of game-breaking bugs.

Apart from automatic responses I have been submitting numerous follow-up emails begging for an update to my refund request to which I have literally received no responses to.

- December 17 responding to an automatic email acknowledging a refund to GOG Wallet Funds (as apparently it is the quickest type of refund according to them)
- December 19, update request sent, no response
- December 21, update request sent, no response
- January 5th, update request sent, no response
- January 8th, update request sent, no response

I was planning on using the GOG Wallet funds to purchase some other titles that were part of their Winter Special but they have taken so long that the month long special is actually over so by the time I get my refund (if I get it) i'll have to wait for the next round of specials to come along...

I'm very unhappy as I have never experienced the lengthily time for a refund through other platforms such as Steam, GooglePlay, Epic Games to name a few.

Also the total lack of communication is disturbing to the degree that I am wondering if they are simply ignoring me...

My ticket number (which GOG conveniently blank out in white text in an email) is [220X62-OYQE]

Desired outcome: A refund for my purchase to be converted to GoG Wallet Funds ASAP

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8:03 pm EDT
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GOG witcher 3 goty

I bought this game, installed it two years ago without any problems and played it often. It updated to the new version to allow for cloud based saves. My PC died and I try to reinstall it onto a new PC and now it wont update without a gamecode. When i purchased this game, it came with some decals but It did not come with a game code. It never needed one! I had this game working correctly on another PC without any hassle at all, but now I cannot update my game without this game code for the new install off the same DVD's
I researched online and even spoke to the store that I made my purchase from and the game was never shipped with a game code, everything was contained on the DVD's, including access to GoG Galaxy.
I have spent a lot of time contacting GoG support, but GoG support just keep refusing to support because they say I dont have a game code.
I wouldnt care so much, but I have saved games that I cannot access because the new install is a different version than the version that created the save game files.

I just want to play the game again, resuming back where I left the game before my PC died.

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12:12 am EDT

GOG 2 step authentication is broken for almost 10 years

what its wrong with your company ? you decide to run a broken app that blocks people from their account and dont have a single support channel as chat to deal with it ? I`VE belive you were in the business of "selling"games, you more like a second hand company full of bad practices, and you give 0 importance if people will be little mad or not, for been Departed from their money in the most thugish way possible !
SHAME !

No email with no CODE will ever get to me, even thou their "DIRTY" promos get to the same mail every with no fail ! i want my money back ! ALL OF IT ! which is not much, but it doesnt matter, you should steal from people !

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1:46 am EDT

GOG Angry customer

I have purchased a game from GOG website which was not working. And no matter how hard I've tried I was not able to run that game. Before I bought the game I checked their policies and it was said there that GOG has a 30 day money back guarantee. So I contacted these guys and said that since the game was not working I want to get my money back. They offered me a store credit and said that was the only thing they could do for me.
I asked about their so called "money back guarantee" and they said that they have no idea where I found such an information! You clowns, I found it on your site!
I'm extremely angry!

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9:34 am EDT

GOG Software Purchase

I purchased a game from GOG.com and so has one of my friends. Specifically I purchased Gangsters: Organized Crime and my friend purchased Dungeon Keeper 2. Both are slated to function on a Windows XP, Vista, or Windows 7. Needless to say, neither game functioned on any of the three systems (yes I am an adult computer nerd who has all 3 systems and so do my friends/colleagues :) ). Per the website's recommendations, I ensured all my directX drivers were updated, attempted to run the software in 256 color mode, as an administrator, and run in different compatibility modes for all three systems. Not to mention I used several other methods that I am aware of to attempt to get the game to work (including bypassing introductory videos through the game configuration code). The DirectDraw components on the dxdiag check are enabled and functioning appropriately as will as the Direct3D components. My friend attempted the same and no matter what we tried we still could not get the software to run.

My friend and I both requested a refund from this store and we were both denied despite being well within the 30 day money back guarantee period. The only thing we were offered was store credit which is apparently only good for a year. How can we purchase a product that doesn't function and then our store credit money is only good for a year?

On the homepage of the website they specifically state that if the game does not function that they will issue a refund. Apparently this is not the case. Even with using the Steam website I only ever had one of Steam's games that would not run and they issued me a prompt refund.

Stay away from GOG.com. They DO NOT honor their "Money Back" guarantee. The lack of integrity they possess as a company is deplorable and their business license should be revoked and their server promptly shut down. Some others my have been able to get their software to run, but they are taking quite a risk with purchasing from this company. Remember just because one purchased software component worked this time, doesn't mean a newly purchased piece of software will work next time and at that point with this company, you are just up the creek without a paddle. Please refer to my e-mail correspondence below:

Hello Will,

I'm afraid that I'm unable to offer a refund for a game that was downloaded, unless there are game-breaking issues with it, and we're unable to help solve them through troubleshooting. If you do not wish to troubleshoot the problem, I can make an exception and offer to exchange the purchase into GOG store credit (valid for a year), which you could use towards any purchase on our service.
I appreciate your understanding, and please let me know how you would like to proceed.

If you wish to troubleshoot the problem, please tell me as much as possible about the issue, and send me your computer's DXDiag.txt file, so I could look into this problem in more detail.

To launch the DXDiag application, press the Windows Key + R type in "dxdiag" and press Enter.
In the DXDiag window, click "Save All Information...", then choose a location in which you want to save the file (your desktop, for instance).
Make sure to save the file as a .TXT file (this is the default option).
Once you have created the file, please attach it to a reply to this e-mail.

This video may prove useful if you're experiencing issues with generating yor report:
https://www.youtube.com/watch?v=TrPlabEiMg4
Best Regards,
Smutny

GOG.COM Support

Hello Mr. Smutny,

I am sorry but on your website you guarantee the games will work or your money back. It is a money back guarantee on the home page that is valid for 30 days from date of purchase. This is not acceptable. I have not had this problem at all in relation to using the steam network. Most of the games they sell that require the XP operating system work just fine on my system including all the Hitman titles, several old titles from Cyberflix, etc. The only one that didn't work no matter what was tried was the first Max Payne title for which I was issued a prompt refund and had the game removed from my account. If this is to be the case then you need to remove the guarantee statement from your website. My friend who purchased one of your games (Dungeon Keeper 2) is also having the same problem with your software and cannot get it to run. Per you previous statement I consider a game that launches and has to close immediately due to unexpected errors a "game-breaking issue." To make sure it is not just my system, I have tested this software on three other systems (one utilizing windows vista, the other with XP, and the last with Windows 7 in a specified compatibility mode) and was still to unable run the software. As stated before I expect a refund per your money back guarantee.

Will Shaffer

(No response received)

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6:18 pm EDT
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GOG Refusing refund

I downloaded Theme Hospital through GOG.com and it wouldn't work properly. Emailed asking for a refund three times within downloading after deleting the useless game from my computer only to be refused because I downloaded the game. Not my fault it doesn't work! Waste of money and complete scam. DON'T USE.

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6:26 am EDT
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This review was chosen algorithmically as the most valued customer feedback.

GOG - No Support/ Ripoff

This summer I purchased a old pc game (Free Space 2) from gog.com, i heard it was a reputable site so for the lack of being able to find the game anywhere else i made a account and purchased the game from their website through download. The download went fine and i got the game installer with code and all, but for whatever reason after I installed the game...

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