Square Enix Reviews 

I genuinely don't understand how a company the size of Square Enix can manage to make purchasing a product this unnecessarily miserable.

I was ready and waiting for the Collector's Edition launch at exactly 1:00 PM Eastern. Despite being there right when sales opened, it took nearly 20 minutes of fighting with the website just to successfully get the item into my shopping cart. And even then, I couldn't check out because the shopping cart itself refused to load.

Then, as if that wasn't bad enough, the website decided to throw me into a virtual queue.

I've now spent another 20 minutes watching the estimated wait time to access the website steadily increase rather than decrease. One minute. Two minutes. Three minutes. Four minutes. And so on. I'm now being told to wait another 10–20 minutes, despite having already wasted a significant portion of my afternoon trying to complete what should be a straightforward purchase.

Let that sink in. I was there at launch, managed to secure the item in my cart after 20 minutes of technical difficulties, and then got effectively locked out of the checkout process by a website that apparently cannot handle the traffic generated by its own product launch.

The entire point of a Collector's Edition is that it's a limited product. Every minute spent fighting a broken website is another minute worrying about whether the item you've already managed to put in your cart will sell out before you can actually purchase it. Customers shouldn't have to sit there wondering whether a company's technical incompetence is going to cost them the opportunity to buy something they're willing to pay for.

A launch like this should have been anticipated, load-tested, and properly prepared for. This isn't some unexpected surge of traffic from an obscure product going viral overnight. It's a major Collector's Edition release from one of the biggest publishers in the gaming industry. Square Enix knows exactly what kind of demand these launches generate.

I have absolutely no problem with a queue when one is necessary to manage traffic. What I do have a problem with is a completely dysfunctional purchasing experience where the cart doesn't load, the website crashes or becomes inaccessible, and the estimated wait time seemingly increases indefinitely.

Square Enix needs to do better. Customers shouldn't have to spend 40+ minutes navigating a broken storefront just for the privilege of giving you their money. This is an embarrassing failure of basic e-commerce infrastructure, and an especially frustrating experience for customers trying to purchase a limited-edition product that may not be available once your website finally decides to function.

What an absolute joke.

Having been a square enix fan my whole life, and having purchased several items directly from the store in the past (with future orders pending) I was bitterly disapointed by how they handled my latest order of the Final Fantasy Resonance Collectors Edition.

Given the nature of these types of products, being in limited supply, and the condition of the product being integral to it's collectability and value, the fact that they shipped it out with what i considered to be inadequate packaging to prevent damage is not acceptable. Especially given the amount of money these types of products cost.

My collectors edition ultimately came damaged, and after raising a query with them to find out what could be done, i found that no replacement was available (as expected) and all that they were willing to do was give me £10 back as compensation (approx 5% of the total value of the product).

If anyone is considering purchasing from SE Store, I would do so with caution, knowing that if there is a problem, they are not really prepared to do much about it. It seems, like most companies, that once they have your money that they don't really care past that.

Like i said, I have future pre orders for collector editions lined up, but given how they've handled this situation, i'm retisent about it and don't know whether I'll bother ordering from them again.

Never been treated so poorly by a vendor in my life. I’ve been charged on two different occasions for two attempts to buy the same product. First time I got no confirmation, was charged and refunded, second time I got a confirmation and they are trying to tell me they don’t have stock.

They do not refund you for the shipping. I will never order from these bastards again

Completely ruined Final Fantasy VII. I hope they look at the success of Expedition 33 and admit they got everything wrong.

Non-functional license. Support is unresponsive. Even Google couldn't help. No fix provided after a long time. The company failed to respond to repeated inquiries from the partner center. The European Consumer Centre was unable to secure an out-of-court settlement. Square Enix 👎

FF7 remake and rebirth bought the games on discs, they faked us on the 3rd edition. This company has become twisted into scamming in this day and age.

If you are thinking about ordering a pre-release item—or literally anything—from the Square Enix North American store, stop right now and run the other way.

I purchased a pre-release item, and it completely vanished into the ether. It never shipped, there are no tracking updates, and Square Enix has successfully taken my money while delivering absolutely nothing in return.

But the real nightmare begins when you try to get help. Calling their customer service "non-existent" is a massive understatement. It is a ghost town:

No phone support. You cannot speak to a human being.

No live chat. There is zero real-time troubleshooting.

Email support is a total sham. You send inquiries into a digital void, and they completely ignore you. Not even a boilerplate automated response can be bothered to find its way to your inbox.

This isn’t just a poor shopping experience; it is a full-blown, anti-consumer horror story. They have engineered a system that actively locks you out of getting answers or refunds once they have your cash. Buyer beware is an understatement. Think twice, think three times, and then buy somewhere else. This store is a complete and utter disgrace.

A truly terrible login system. Just as Enix promised security, it's so good that even the account owner can't log in. I hope the game gets hacked more and more every day and goes bankrupt!

Been buying square off games since I was a teenager in the 90s and I bought a vinyl from them for $200 for the 30th anniversary of Chrono trigger and it got sent out to me damaged as a collectors item. I asked them to send me a new box for my vinyls and they told me I'm SOL and they aren't gonna do anything for me. I don't even think I'm talking to a real person through the emails, I think it's AI the fact that they're using AI for video games and their customer service is awful. Not to mention the really watered down video games. I've been pushing out and changing voice actors and censoring lots of stuff. I am so upset with square Enix. square soft is dead this isnt the same company. Square enix doesn't care about the fans anymore.

Liars an cheats makes 3 accounts 3 different subscriptions for xbox and they give you the same run around messages because they are counting there money and too lazy to handle there mistakes.

Moved my character to the wrong data centre by accident and was told to wait 3 days. Instead i have to wait 3 months to now move my character and support can do nothing or will do nothing. why is it time gated in the first place? useless support

I pre-ordered Life Is Strange: Reunion Collector's Edition on 1-23-2026.

This was well in advance of the 3-26-2026 release date. I want to highlight this so there's no confusion about if my order was placed on time.

The release date has come and passed and I looked at the tracking expecting to see it any day. The tracking implies I will not receive my pre-ordered game for almost a week after release date.

My *PRE-ORDERED* item is DELAYED.
That is utterly baffling and asinine.

I opened a ticket since I purchased the product directly from Square Enix's online store. I voiced frustrations that the purpose of pre-ordering was to get the item on release date and that I had wanted to directly support the company by buying directly from them and was now being punished for it when I could have pre-ordered at a local Gamestop and picked up release date.

Their customer service reps response was to give me the tracking information and explain to me where the item was, completely bypassing my complaint in it's entirety.

They literally just sent me my tracking information as a response.

Tracking information that I already have.

Tracking information that I directly referenced in my complaint as the reason how I know its going to take over a week to get my order.

They literally just gave me the exact information I provided when I filed the complaint and dressed it up as a solution.

This is a joke.

I'm so glad this website exists so at least somewhere it's noted how horrendous there systems are. It has sent me on a 2 hour loop of bad emails, broken links, broken systems just to log into a game from 1999 that never had any of these problems. This company literally creates problems in the name of corporate greed and should be boycotted.

terrible cannot update username id for square enix only option for reseting password what kind of trash it is it has became trash

I purchased Final Fantasy X/X2 Remaster from Amazon and when I went to download the X2 part of the game for some reason it was showing as unavailable on the Nintendo eshop. I contacted both Amazon and Nintendo who were both very unhelpful. I contacted Square Enix support and they were brilliant. Long story short they identified that the original download code had been incorrectly configured and sent me an entirely new code to use. Happy customer.

The customer support is horrible and they lie to you.

They wouldn't help me cancel my sub when I lost access to my account. So I had to do a charge-back through my bank. Finally got access back and contacted support about reactivating my account. They told me to repay the amount in Crysta; so I did, then they fully terminated my account. Their "customer support" is very unhelpful and rude. Cannot contact them via phone; only scrappy online support.

Square enix is the worst company when it comes to their games and supporting the community. For instance buying the supreme commander rights and not doing anything with them. not making a new game like the fans want and not selling it to the community or anyone to do anything with. They are money grabbers and nothing else!

I wanted to give Final Fantasy XIV Online a try. So I signed up for the Square Enix website so I could play. I then could not sign in, at all, even though I had JUST made the account. I tried changing my password 3 times. Still could not sign in.
I then tried to contact support. The website wouldn’t work at all. So I looked up their phone number. The message said “Starting September 30, 2025 we will no longer provide phone support.” So I just couldn’t get any help.
So they lost a potential customer, if I had likes the online game, I lost likely would have bought em things from it. But it won’t even let me in the game so. 🤷🏼‍♀️ I guess they don’t want new players.

I pre ordered an item from this storefront. I needed to make a change roughly 20 minutes after I ordered it. I was told because I waited too long the order had already been fullfilled. Keep in mind this was a pre order and the release date was over a month away and 20 minutes had passed. Have you ever heard of a pre order you can't cancel? I haven't... After contacting their so called customer service and being fed nonsense from them they said I can refuse the order when UPS delivers it. Well guess what release day came and went no delivery at all. Finally a week later a ups package was on my porch...funny how that one package didn't need to be signed for even though every other package I have ever had that required a signuature had to be signed. (I am saying they called and canceled that directly to ups)

This company thinks that because they will go out of their way to make your life hard you won't get your refund think again. This is no Japan. This is America. We have consumer protections. Now I start the process of a return with them. They will be given one week to produce acceptable results or I will be contacting my bank and going that route.

I will never ever purchase anything from their storefront again. Horrible company and horrible people. I don't even want to buy their games anymore after this. This has been nothing but a waste of time...a painful one at that. AVOID these clowns.