Fortnite is raking in money hand over fist, but it is not all peaches and cream for its creator. The Better Business Bureau (BBB) slapped developer Epic Games with an "F" rating, its lowest possible score, over hundreds of unanswered complaints. Nearly 250 complaints have gone unanswered over the past year alone, according to BBB.
"A majority of complaints submitted to BBB against Epic Games deal with customer service and refund or exchange issues," BBB wrote.
The organization added that it has made numerous attempts to contact Epic Games, but has failed to a receive a response each time.
Some of the actual complaints are vague, such as one person writing, "Customer service is trash. They allow people to steal your information and money and then refuse to do anything about it." In other cases, people left detailed complaints, some of which allege unauthorized credit card charges, and others taking issue with supposedly unfair bans.
"They banned my account after I spent over $1,000 on in-game purchases and didn't give me a reason why I was banned after I emailed them multiple times. I wasn't hacking or anything, which is why i asked them why I got banned and they didn't give me a reason as I thought they robbed me for my money and my account for no reason at all," another user stated.
Fortnite is free to download and play, though gamers have the option of making in-game purchases, which has proven quite lucrative for Epic Games. In addition to Fortnite, the developer has several other notable titles under its belt, including the Gears of War series, Infinity Blade, and the Unreal series, to name a few.
Are the complaints legit? That's tough to say. Epic Games told Kotaku that it has in fact addressed many of the complaints, just not through the BBB's website.
"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," a spokesperson for Epic Games said. Regardless, you can still see the reviews here and some folks are obviously not happy.
It's also worth noting that Epic Games was quick to address (and rectify) complaints some gamers had when they purchased an Xbox One S Fortnite bundle. The wording of the bundle made it sound like the paid Save the World mode was included alongside the free-to-play Battle Royal mode. To squash any hard feelings over the misunderstanding, Epic Games awarded affected customers in-game currency in the amount of 2,000 V-Bucks.