Update: I have responded to Casey's false rebuttal...

Update: I have responded to Casey's false rebuttal on another review as I exceeded the character amount.

My apologies with the lengthy review. I had exceeded the character amount so I posted the rest via attached pictures/separate reviews.

First and foremost, I was going to write this review on December 2018, after the deplorable customer service I had experienced with Retro Active Arcade but had decided not to as it was Christmas and I read many other customers experiences with the company and it seemed like I was the only one who had a poor experience; so I stupidly decided to give the company a free pass. I honestly did not want to receive any backlash of giving them a poor review since they were such a highly rated company.

However, after another recent poor experience I decided that this company needed to be accountable for their actions so that many other customers would not share the same fate as me. Before I get into the details, I would like to say that I have records of all of the e-mails that were sent back and forth and double checked them to ensure I had all of the facts.

Experience #1
After paying for my arcade on August 25, 2018 for a total of a little over 4K (including curbside shipping) I received an e-mail that all was good and that it would be shipped to my house when the arcade was built.

Jump to October 4th, I received an e-mail from Joe the customer service manager stating Casey had mentioned to me that you d placed your order for pickup but are now interested in having it shipped to you. Casey then e-mails me it s a great thing that shipping is a flat rate of $225 within Alberta. Sorry, but I don t want to pay shipping twice. Long story short, I had to find proof that I already paid for shipping (since I live in Calgary) so when I sent a picture of my bank transactions of the total price I get an e-mail from Casey that stated Ya we figured that out already thanks, how about a sorry?

He apologized in another e-mail and I said no worries and moved on from there. There was nothing that indicated to me that there would be more trouble and people make mistakes. Not too big of a deal I thought since Casey mentioned they were building over 20 arcades for a company in Calgary so they were quite swamped with work. However, is it right that I should suffer from communication issues because you re busy? I give them a pass.

Experience #2
I receive the arcade on Friday October 12th and I was quite impressed. Everything looked good until I started to play it with my friends that evening to test it out since I had planned to host a huge Halloween party on October 31st and wanted it working. Unfortunately, the player two joystick was not working along with the trackball and other gun games glitching.

E-mailing seemed to work so I fired off a message to Joe and Casey that Friday. Casey called and he was happy to try to troubleshoot the problem (checked USB, reseated the wires, tested with the mutlimeter). I had no experience with arcades so I assured him that I needed more help. He told me that although he did not do service calls he was a nice guy and would pop by on November 3rd to fix it since he would be in town taking care of that huge 20 arcade machine undertaking setting it up for that one company. After the phone call I e-mailed Joe to confirm and he stated that Casey would not be making the service call anymore and that there would be an update for the game list. This would fix all the issues and I quote the new drive will be ready in the next 2-3 weeks for us to send out . Perfect! So that brings us to at most close to Halloween I thought. Continuation of experience 2 and experience 3 is posted on the next review