Backbone Labs, Inc.Reviews of playbackbone.com

Device is very poorly constructed in didnt have mine more then a year and they make you buy a warranty to fix there awful mistakes. Very hard to repair yourself. Very sad. Also cant even get customer service to respond.

I purchased the Backbone Pro controller on 12th of January (Order SPY-1519674). I understand delays happen, but the lack of communication from this company is unacceptable. After not receiving updates via email (just AI chatbots saying to me that everything is ok), I reached out through Reddit and Instagram. I initially received a response from a representative, but since then, I have been completely ignored. My emails go unanswered and my messages are being read but not replied to. I have paid a lot for a product I have not received, and I am now being ghosted by support.

Backbone’s support is extremely offensive. Twice now I’ve tried to raise an issue to them about their app, and twice their AI support bot has told me the issue does not exist. There is no way to reach a real person. If you have any support issue, the best you’ll get is an AI saying “oh no”.

I never leave reviews on here but I felt I needed to for the experience I had. I had a PlayStation Backbone that I absolutely love but it developed an issue with the left side. These things happen! I submitted a warranty request which I didn’t expect would be accepted as it was over a year old, but they accepted it no questions asked! I’ve since been told a new one is on its way. I’m so impressed, and I didn’t even have to speak to anyone! 100% would recommend, love the device

I purchased a brand-new Backbone One Gen 2 Xbox Edition controller from BJ's Wholesale Club. Shortly after, it developed a common hardware issue (unresponsive left trigger and D-pad down, likely the known ribbon cable defect). I submitted an RMA request with proof of purchase (receipt uploaded) and detailed troubleshooting steps. Support initially acknowledged it as a hardware defect requiring replacement, but the process took far too long—weeks with no meaningful update. Eventually, they responded claiming the unit was "outside of our Warranty Policy" unless I had a paid Backbone+ subscription (which should not be required for the standard 1-year manufacturer warranty on a defective new product). Due to the excessive delay and confusing warranty response, I returned the defective controller to BJ's for a full refund under their return policy instead of waiting further. Disappointing experience overall—slow support and unclear warranty communication turned a simple defect replacement into unnecessary hassle. Ended up resolving it through the retailer rather than Backbone directly.

Horrible experience - avoid!! We ordered Backbone Pro at the end of November, expecting delivery within a few working days. Several weeks later, we still haven’t received anything and have had no meaningful support. Customer service is fully automated and keeps you stuck in a loop with contradictory responses. The tracking shows the item as delivered, but nothing was received. Royal Mail provided a delivery photo which clearly shows the parcel did not have our correct address printed on it, despite us submitting the correct address at checkout. This was an error on their side. We contacted support multiple times. One agent said a replacement would be sent. Another said they could not even find the order. No replacement has been dispatched, no clear explanation provided, and no accountability taken. This was meant to be a Christmas gift ordered well in advance and the situation has completely ruined that plan. The lack of transparency ownership and real customer support makes this company very difficult to trust. I strongly recommend avoiding unless you are prepared to chase endlessly with no resolution.

BEWARE. This company is one of the shadiest companies I've come across, they are money hungry and pretend like you're talking to a brick wall. Not one of my questions were answered and they dropped a pre-order 3 days after it was supposed to drop. They then asked me to take a screenshot of the controller to get a refund, I literally just placed the order. Judging by the reviews on here they are paid reviews and fake, please be careful buying from this company, especially if you're based overseas. May god have mercy on this company

Amazing product. My son loves to play on my phone, he is such a gamer, and this device to his experience to the next level. So easy to use, just give it a charge, and he was in his own world. It works for Android and IPhone. Will definitely be gifting to my nephews for Christmas.