Backbone Labs, Inc.Reviews of playbackbone.com

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 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

Leur manette ne valent pas du tout le prix affiché 5 mois la manette morte deux manette en un an abusé je ne recommande vraiment pas leurs services après vente zéro voilà

Bought this for £100 and after just over a year, it's completely unusable. The left stick and L1 button are permanently engaged, making games unplayable. Backbone refused to help because it's just out of warranty. For such an expensive product, I expected way better quality and support. Avoid!

Ridiculously overpriced pieces of plastic with buttons and joysticks (€119.99 for regular version, €225.95 for Pro version). Requires hidden, overpriced subscription with hidden pricing (couldn't find it anywhere on their website, not even on the page where they claim "you can find the current list of prices", it lists no prices, I had to Google it to find out it's a ridiculous €49.99/year) to be fully utilized and used with anything other than a phone (!). Fake reviews.

After MONTHS of back and forth, while my year subscription isn't working, we are coming to January, so basically after having a device for a year, i could use it for 2 months and after that it stopped working and they wouldn't help me.