UPDATE: THE SITUATION BECAME EVEN WORSE AFTER MY ORIGINAL REVIEW…read more
My original review was written before I could even test the Xbox because Retro vGames shipped it without the required AC wall cord. After purchasing the missing cord myself, I discovered that the console was also defective. It failed its system update, would not properly load a game, and the disc tray repeatedly opened and closed by itself, sometimes only partially opening or becoming difficult to reopen.
To summarize what I received:
* A defective Xbox 360 that was advertised as professionally refurbished, "Tested & Working," and working "flawlessly"
* A wired controller instead of the advertised wireless controller
* An incomplete power supply with the required wall cord missing
* A console I had to spend additional money on just to test and discover that it did not work properly
Getting help was nearly as frustrating as the merchandise itself. I sent repeated emails, photographs, screenshots of their advertisement, and video evidence of the malfunction. I was passed around, given vague responses, promised follow-ups that did not arrive, and even told that they had attempted to call me but that my working telephone number appeared inactive--even though I received no missed call or voicemail.
They initially pushed replacement merchandise, store credit, or a refund reduced by a 10% fee. Only after I repeatedly demanded a full refund, provided extensive documentation, and opened a formal dispute with my bank did they finally send a prepaid return label and promise the full amount after receiving the console. They then asked me to withdraw my bank dispute.
I did not withdraw it. Golden 1 investigated the matter and issued me a permanent credit for the full $165.34. To be perfectly clear: my financial institution resolved this--not Retro vGames voluntarily refunding me before the dispute.
I have returned the defective console using the company's label and have documented the contents, packaging, shipment, tracking, and delivery process.
Retro vGames has now posted a polished public apology acknowledging that the required power cord was missing, the accessory did not match the advertisement, and the console had additional functionality issues. They also asked me to consider updating my review "based on how they handled the resolution."
So here is my update: their public response sounds considerably better than the customer-service experience I actually received. A company should not need weeks of emails, photographs, videos, telephone calls, a formal bank dispute, and a public review before taking responsibility for merchandise that arrived incomplete, incorrectly fulfilled, and defective.
I appreciate that they have finally acknowledged what happened, but that does not erase what it took to get here. My one-star rating remains unchanged. Customers deserve to know that the product delivered to me did not match the listing, did not function properly, and required a bank dispute to obtain a reliable financial resolution.
