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Business Profile

Arcade

Arcade Mod Up

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Arcade.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/13/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    March 05, 2023 Ordered a mod kit from Arcademodup. Unit received had misaligned holes so it cannot be correctly assembled. The wires for the buttons were cut too short, and the unit has to rest on those wires to be placed on the cabinet. Contacted the company and was simply told I did not assemble correctly. The wiring is done by the company and could not be impacted by the assembly of the lower pieces. They also do not impact how the unit is placed onto the arcade cabinet. Leaving the control deck purchased like this would rip the wires off the buttons and potentially damage the buttons.

    Business Response

    Date: 05/02/2023

    Mr. **** ****** can return the unit. He has an open dispute currently and our policy is to stop all communication past that. He was helped by several staff members. The install is a simple 10 min process.  Mr. ****** received those instructions and was helped to the best of our ability.  He can send the product back for sure but at this time he wants his money and my product and that really isn't fair.  He was given options and I do not know how he can be helped more. BBB, please read my return policy on the site.  Mr. ****** has a custom unit and received proper instructions for use and installation.  Not wanting or not being able to properly install doesnt constitute a FULL REFUND AND KEEP THE ITEM our policy states there will be a restocking fee of 20%.  I'm sorry this did not work for him and I will be happy for him to return the item as agreed.  

  • Initial Complaint

    Date:11/14/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a bunch of arcade mods . They sent very quickly which was odd as they state 2-6 weeks build . Every item was broken , was not cut correctly or just did not work . On top of that it damaged my cab . I want the items I ordered working as stated by there site which is plug snd okay not build or refund plus repair costs .

    Business Response

    Date: 02/28/2023

    Business Response /* (1000, 5, 2022/11/17) */ Mr ********* did not receive anything broken...Here is his message on the 12th stating this. ****** ********* November 12, 2022 at 5:14 PM Hello I just got my order but noticed missing digital marquee and there for computer upgrade ? Also missing the two bar tops . Rest looks fine but do not want to try install until I know what's going on? Thank you We resolved the Marquee as they are on backorder. Then Mr. ********* contacted us over the weekend over issues he had. ALL OF WHICH HAD TO DO WITH HIS POOR INSTALLATION. He received instructions as well. Attached is an email of the proof our team provided excellent customer service despite the customers completely incoherent and erratic responses. Mr. ********* received nothing broken even states it in the email. So the return policy stands. He can return the item whenever he chooses. Consumer Response /* (3000, 7, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The pictures I provided clearly show all items I received. We're broken . Nice deflection trying to say my fault poor instillation ? Nothing worked since they failed to connect anything before . Their site clearly says plug and play . So what part of building something then hooking it up is plug and play ? They lie about what they are selling and fail at helping . They provided no service just blamed me for their failure. They did not send me what I ordered . Nothing fit because it was poor quality and they did not check . Other with issues reveal this is what they do . You get a product that may work but you make and install and fix all after talking to then or they just blame you. I got the later and then just rude service saying my fault not even admitting the cause of issues is all their fault for lying . Not drop in , not plug and play . Here is a picture from there site saying easy insulation drop in pre wired all done . This is a lie . Not drop in . Not plug and play . You build and you fix there very poor sloppy insulation. They redo not seem to know how to hook things up or how things work. Just copy others and make a quick buck off anyone that did not read the issues they have . I think this company is just a scam really not legit in any way

  • Initial Complaint

    Date:05/17/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Product not working. Credit card company stated that I had a very short window to file a claim with PayPal. Doing so angered one of the owners, Christina D****. I explained to her the challenges and frustrations (please see attached email chain). From her response, I think that she feels like I am trying to shorten the troubleshooting window for the issues reported - which isn't the case. I am following what was directed by the credit card company and Paypal support. Returning the "mods" will result in a cabinet that is no longer usable, because installing the mod equipment requires you to gut the original cabinet gear. Tina's response was "It has been brought to my attention that there is a pending paypal dispute over this order. Threatening a dispute to shorten a timeline on software issues is unacceptable. I know my staff have been in communication with you and have worked with the I.T staff on these issues. This takes time. Unfortunately you feel that is not good enough. We can not control when a ticket closes so no one closed a ticket on you or has refused to give you information when asked. At this time the communication from my staff and my company will stop until the dispute that you opened is closed. You have 2 options here. Wait for our staff to identify the software issues and what can be fix will be fixed or return the unit in complete form for a refund. That is it." I have attempted to follow-up two times since this email response, with zero response from her team. I have stated that I want this to work out; it seems that she has taken this very personal. I have the entire thread of support tickets attached. Let's just get this figured out and let everyone go on their way happy.

    Business Response

    Date: 07/11/2022

    Business Response /* (1000, 10, 2022/06/15) */ We have tried to resolve Mr. ****** issues time and time again. We asked for specific pictures and unfortunately they refuse to send these. The only way to resolve this is for the customer to return the item. There has been NO return. When the items are returned I am happy to refund this customer. Consumer Response /* (3000, 12, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) As validated by the attachments that I provided in the initial complaint, plenty of photos were included, including the errors the device was displaying. I believe that the business owner has this complaint mixed up with another complaint.

Arcade Mod Up is NOT a BBB Accredited Business.

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