Square Enix Holdings
reviews and complaints

I had purchased 2 different order from the Square Enix Store:

I purchased Final Fantasy XVI Collector's Edition for $412.31 on May 11, 2023. I receive all items except for the pre-order digital item that was supposed to have been sent via e-mail. I did not receive any e-mail notification for the pre-order digital code. the order # for Final Fantasy XVI: [protected]

I also had a pre-order of 9 items from the Square Enix store for the Final Fantasy XIV Fan Fest, but had not charged any purchases yet. The total of the charge is $328.44, but I think the tax is not included yet. I had requested this pre-order on April 4, 2023. I wanted to charge this amount to my card to secure my order, but I found out any orders made before May 24, 2023 can not viewed on the Square Enix store. the order # for the Final Fantasy XIV Fan Fest merchandise: [protected]

I reached out to Square Enix Support and they said they were unable to help with orders placed before May 24, 2023, because they were changing platforms from their old Square Enix Support that was operated by Scalefast. They said I would need to reach out to them, but I don't know how to reach out to them so I googled Scalefast and here I am filing a complaint to reach out to Scalefast. I was wondering how I may resolve my issues with Scalefast, since Square Enix can not resolve it.

Where do I begin?
I have not been able to reach customer service within a timely manner.
When I do reach them, their response is to wait 24 hours.
This does not help, but they do not care.
They will happily bill me and charge me for an item or a time card.
Then prevent me from using it
Giving me error code i2501
So an item which has been bought from them, cannot be applied, then they state no refunds.
Contacting support to apply the item, is pointless contacting support to report sexual misconduct towards minors under the age of 18 has no effect.
This company is a breeding ground for predators and pedophilia as they release products aimed at teenagers.
In total, I have written over 100+ support tickets for various reasons.
Account issues, billing, abuse, and then reporting as a witness on the misconduct I see.
I also had several police cases open for investigation into this company, I am being serious. This company is fraudulent. Unsafe.

Several issues here. I work remotely from home in a different state and enjoy playing online games with my wife. We decided to continue to play FF14 together using our old accounts.

First issue arises when attempting to reactivate my wife's FF14 steam account. Absolutely unable to access my wifes account or even log in as there is a compatibility issue between SE and Steam that prevents people from logging in DESPITE paying for a month subscription. Multiple people have had this issue when I looked into it online afterwards. So we lost $20 for the subscription fee and the $40 for buying the DLC for the FF14 account.

I then purchased a new copy for my wife, so she can play with me on my non-steam account. So thats $65 and countless hours of lost play time on her old account as she essentially lost her old account due to criminal negligence on the part of Square Enix.

We then attempt to get her into my server where my character is located. She is then notified that the server is full after attempting to log into the account (THERE NEEDS TO BE A NOTIFICATION NEXT TO SERVER INDICATING THAT IT IS FULL BEFORE ATTEMPTING TO SELECT IT). So I pay $18 to transfer to a different server with MY character. She is then notified that this server IS FULL AS WELL. I attempt to change servers again and I'm notified that I have to wait 3 days before attempting to change servers again.

There is no way of contacting anyone at Square Enix as well to fix this issue. There is no one to call and talk to about this. There is a number and when you call they refer you to an online forum that does not resolve the issues that I am having and that countless others have experienced as well

So I cannot play with my wife for another 3 days. And I've lost $143 due to the criminal negligence of Square Enix and countless hours of playtime on my wifes account.

I was over changed for multiple old charters I havent played in years when I tried to contact them they told me the characters are locked(they are not). I told the guy they arent he gave me [censored]ty replies. Ran me around and did nothing contacted no one and didnt even try to help. Want to be robbed then belittled sign up for Square Enix . Charged for 4 play online IDs. Trash company and even worse coatomer service.

Support team cant fix my problem and have sent me the same info close to 10 times. They dont read the email. They dont look at the attacted file. Ive been trying to fix my account for almost a month. The security answer they repeatedly send me doesnt work. This frustration is what happens when you cut off customer contact via phone. This is degrade

Order number; [protected]

I would like to speak to someone regarding an issue I've had with a product on your store and a member of your staff.

I placed an order a few months ago at the price of £125, which was the pre-order price.

I recently requested to have my account debited and realised that I had originally put in the incorrect payment method. At the time, I was confident I had put in the correct payment method of which I wanted to have the amount debited.

I requested that the order be cancelled, in the hopes that I could just change the payment method and place it again at £125.

Your colleague, Maria, informed me that I was unable to do that when I tried to and failed to place the order. She informed me that I would have to pay the full price.

She has not helped me with this issue and continued to claim it was my fault for not updating the payment method.

I have a string of emails between myself and Maria where she has not helped, but continued to fob me off with cookie cutter responses that are quite condescending.

She claims that she "cannot help any further", however, I believe that I should be reimbursed the difference due to lack of help and poor customer service. I have proof that I placed it at the pre-order price.

I am disgusted at this poor service and everytime I have tried to talk to someone that isn't Maria, it just ends up at a brick wall.

This issue has caused me great distress and has greatly tarnished my opinion of the company and I will be speaking to friends and family to not purchase from the company.

There has been very little incentive to help me with this issue and I feel that putting the blame at my feet (though I do admit it was my error) has not helped this issue at all.

I would like to discuss this further with someone, I do not want to be fobbed off with excuses about the pre-order process.

I have emails that detail the discussion I had which I can supply if requested.

Order Kingdom Herts 3 Limited Edition

I ordered this product for my sons birthday in April. I did not therefore open when received. When my son opened on his birthday I was dissappointed to note Sora figures arm broken. Photos sent to your support team. I was told as not returned within 14 days there was nothing they could do. I then sent further E Mail explaing circumstances and again same reply. I then pointed them to Consumer Rights Act 2015 which satates even with 6 months you are entitled to repair or replacement of a faulty item. After all I spent £199 on this product and have expectation not to receive faulty goods. I read on Trust Pilot that several customers have received faulty figures so this is not a one off but a manufacturers quality disorder. I woukd therefore ask you to replace or repair the faulty item.
Date ordered 24/07/18 Order no [protected] Received on release date

Reply to be sent to my E Mail [protected]@gmail.com
My account E Mail is [protected]@hotmail.co.uk

This app based game is basically a ponzi schem. The casual players are not able to grojw due to bully tactics the game exploits. These tactics have caused many players to unsatisfied with the game play and leave the game. So the pay to play drives more gamers away from this game. Since Square-Enix is linked to this game it seems to sulky your reputation.
I have recommended many solutions to this with the local support group and I have not received a satisfactory response yet.

Hi, I bought the game a while ago and have only just opened it. There is a Circular Dent on the CD which is stopping me from playing the game. I do you not have the receipt for it so I cannot take it back to Asda. I will send some pictures of this Dent. I will also try and send a video. You will be able to see it is a perfect Circular Dent.I hope you can help me with this.

I have played this game for 13 hours. I have now encountered a bug that has been "under investigation" since 2015. I am unable to carry on playing and the work around "backup save" is after the bug. I refuse to start over and play 13 hours again for the sake of your incompetence at programming. I demand I now be compensated for my time. I will not be buying anything developed by you again.

Hello Square Enix:

I am very upset that Aerith cannot be ressurected in Final Fantasy VII. Many fans want her revived, too. The scene in which Jenova kills her in the form of Sephiroth is scary, annoying, and extremely emotional. I will not want to get the remake if this entire company does nothing to change it. I am sick and tired every time I see that scene. Please change it.

Sincerely,

Tam Nguyen

My credit card company called me to verify two charges by Square Enix, Play Online. The first charge for $1, then one for $27. I have never heard of this site, nor have I ever visited this site. The customer service person I spoke to explained that the first charge for $1 was to test to see if it would go through before they charged the $27. I'm so glad I have Chase, they caught it, called me, are going to investigate it, and, of course, I'm not responsible for it. As for Square Enix, I have no idea how they got my info or why they charged me, other than they were trying to steal money from me. I'll be doing more research to find out what I can do about this, if anything.

1) 2.77 charge on 1-3 1) Declined charge of 43.72 on 1-31
2) 138.75 charge on 1-3 2) do do 38.30 on 1-31
3) 1.03 charge on 1-3 3) do do 38.30 on 1-31
4)51.98 charge on 1-3
5) 1.78 charge on 1-3
6) 89.18 charge on 1-3
7) 1.70 charge on 1-3
8) 85.28 charge on 1-3
9) 35.49 charge on 1-31

I attended the July 2009 San Diego Comic Con convention. Square Enix was at the show and selling their products. I saw they had Final Fantasy VIII characters. Which, my friend got married to one of the songs from the game. I thought it would be nice to buy the male- Squall and the female- Rinoa as a gift for them. I have no interest in Final Fantasy myself. The sales rep informed me that the show booth was too small and could not fit enough display items. Additional items were for sale through the website and that Rinoa could be purchased there. I bought Squall and flew back home. I went onto the Square Enix website and saw that Rinoa was not listed. I contacted the company through the website and never heard back. I contacted them again a week later and never heard back. A week later, I contacted online live support and chatted with Nathan. Nathan suggested that he would have someone contact me about a possible back order or to see if the warehouse had a few. I never heard back. Then I chatted with Neil and he was of no help either.

Signed up for an account back in September of 2008. Called and was on hold for approximately 45 minutes to cancel my account BEFORE October of 2008. Went to Iraq for 6 months, came back to a year-end statement showing I've been receiving charges from Square Enix Play Online since October.

Contacted the company (5/18/2009), and was informed there was 'no record' of my canceling the account and that the charges are legitimate---they will not be removing them--- despite RECORD that the account has not been accessed in ANY way since September of 2008. Offered to provide cell phone bill showing my call (and length of call time) to them, but they refused---saying unless I had a confirmation # for the cancellation there was nothing---not only that they couldn't do, but that they -wouldn't- do. Told them to check the 2nd account under the same phone # (my roomies'...canceled same day as mine with the same person)---they refused.

I'm out over $100.

My credit card company called me to verify two charges by Square Enix, Play Online. The first charge for $1, then one for $27. I have never heard of this site, nor have I ever visited this site.

The customer service person I spoke to explained that the first charge for $1 was to test to see if it would go through before they charged the $27. I'm so glad I have Chase, they caught it, called me, are going to investigate it, and, of course, I'm not responsible for it.

As for Square Enix, I have no idea how they got my info or why they charged me, other than they were trying to steal money from me. I'll be doing more research to find out what I can do about this, if anything.

I have called this company 4 times to cancel this membership and they keep charging me every month. Ive asked to talk to a supervisor and none are ever available. They will put you on hold and never get back on the phone they are a total rip off and I will keep posting this untill I get my money back from them. I am going to the bbb to report them also
Do not apply for a membership to this website!