Submitting a ticket to contact GOG support these days is an absolute joke.
I don't see why we can't just fill out a simple form with information and contact someone?
No we have to go through this robot that gives us no option to change what we want to talk about or allow us to talk about anything we want to talk about. It's honestly a horrible system. GOG, why are you people making it harder for your customers to contact you which is driving your business into the ground?

It's a cost cutting measure to reduce staff. The CD Project SA stock is performing poorly.
They believe most of you will just continue to buy games while GoG reduces service, treats customers poorly, pivots from quality DRM free older games to sell garbage. Sadly many of you will.

Real answer: because in that case, GOG has to pay an employee at a reasonable hourly rate to answer legitimate issues that customers like yourself bring to them. In contrast, GOG putting up a chatbot to weed out customers like you from talking to them only costs them pennies, since they don't have to pay any staff to respond to you.

But the "official story" from GOG is quite different: they say the chatbot is there to improve customer service and make things better for all GOG customers (LOL!).

GOG customer service in non-exsistent I'm not buying anymore games and the ones I do own can't play because they didn't tell a player that they are not controller supported. Reporting this company to the better business burea and my bank so they can blacklist this site.

1. I agree that their support needs work
2. A PC is not a console. If something doesn't say it supports controllers explicitly then assume it doesn't, or do further research online to see if it is before your purchase. Some people have found workarounds to controller compatibility, depending on the title that this, so you could have asked here for help. IF the site claims it does, but you found it doesn't, then I agree - this is poor.
3. If the BBB only deals with companies in USA, Canada or Mexico, then it's outside their scope. GOG is based in Poland. It's not an a North American entity. It's also a gaming company, which from what little I can glean from the snazzy corporate BBB website, it not usually the type of businesses they bother with.

Other than that, posting such things doesn't generally attract much attention, least of all from the GOG corporate heads.

On individual game pages, check if Controller support is in the list of game features on the right.
When searching the store, check Controller support under Features on the left to filter the list.

If a game was listed as having controller support but it doesn't work on your system, you can ask for a refund on the orders history page, up to 30 days after purchase. If you didn't test the game after purchase and that period has elapsed, you can try opening a support ticket and explaining the situation. Tell the chatbot the issue is of type "other" twice to open a support ticket. Alternatively, try e-mailing support@gog.com directly. They're slow to respond, but they do reply eventually.

While reaching customer service has become easier if you know how to defeat the Level 4 Bot, it basically has become impossible to just report a bug.

Sometimes I find a error and other than requiring a solution from support, I'd like to report it so they can look into it in time.
As it is, either the bot tells you to click the download button or you get someone in support to answer your mail, where you didn't expect an answer in the first place.
For this a normal ticket system would be by far better. But that would also require someone who knows how to code a website and I think they don't have enough people for that. The old ticket system often would not work in certain browsers or nor accept the login or whatever.
The ticket system within Galaxy worked quite well, but no one ever worked on these. 'double entry' or 'wrong id' or some bullshit like that could be open for years after being assigned to a dev.

The BBB is more or less a scam anyway. If you pay them money they give you a good rating, and that's pretty much the sum total of their "service". They have no legal power or influence whatsoever. No matter what country the company is in, "I'll report you to the BBB" does precisely two things: 1) Diddly, and 2) Squat.

Is controller support supposed to mean all controllers? I wouldn't think so.

Depends on the game. Games written with DirectInput in mind, often don't support XInput controllers. For these a emulator software is needed.
Others require a dinput.dll from Windows 8 in order to work properly, since Microsoft changed DirectInput from Windows 8 to 10 significally and they will crash if certain controllers are connected.

Sadly not even game developers can see what the future holds.