Fortnite publisher Epic Games’ doesn’t make the grade when it comes to customer support, according to the Better Business Bureau.
The nonprofit, consumer-friendly watchdog group recently graded Epic Games with an “F”—its lowest possible rating—due to the amount of unanswered customer complains it received against the publisher.
In a recent announcement, the BBB states that of “the 279 total complaints, 247 of those have gone unanswered,” noting that customers filed 271 of those complaints in 2018 alone.
“A majority of complaints submitted to BBB against Epic Games deal with customer service and refund or exchange issues,” the BBB stated. “One complainant wrote, ‘Epic Games failed to protect customer security, resulting in several unsanctioned charges over mine and my partner’s account.’ Another complainant added that, ‘There is no phone number or proper email response time to return my unauthorized charge of $160. Nobody will answer, and I feel cheated.'”
While an “F” from the BBB might look bad, this isn’t the end of the world for Epic. In fact, it doesn’t really mean anything, considering the BBB is an independent nonprofit that’s unaffiliated with any governmental body. Besides, it’s important to note that Epic may have answered more complaints than the BBB has tracked. According to a statement sent to Kotaku, “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.”
The BBB admits that it “has attempted to contact Epic Games on numerous occasions, but the company has failed to respond,” so it’s possible that Epic just hasn’t felt a need to give the organization updated accounts or that customers haven’t reported resolutions to the BBB.
It’ll be interesting to see what kind of effect the Epic Games Store might have on the publisher’s BBB rating. Valve has an “F” thanks to customer complaints on Steam, while Electronic Arts has an “A-” and Activision Blizzard and Ubisoft both have “A+” ratings.