ComplaintsforMastermind Toys

• Initial Complaint

  19/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order number is ******** and my email is *********************** I placed an order on April 2 with expedited shipping however I havent received it yet. I havent received any email that it has been infact shipped. I reached out to the support via email and they replied that my order is shipped. I shoed them a picture of my door showing that my order was delivered to an incorrect address.

  Business response

  25/04/2024

  Hello Mr. ********************* you for raising this concern with us through the BBB. I would like to reassure you that the ******** Service agent that was assigned to your original ticket was in the process of investigating your claim of a delivery to the incorrect address. This investigation requires us to reach out to the shipping company, in this case GoBolt, to see if they are able to retrieve the incorrectly delivered parcel and redeliver it correctly. While I understand the frustration and inconvenience, this does require up to 10 business days to be completed by them.

  
  Once that investigation was completed, we confirmed the error and were notified by the courier that the parcel could not be retrieved, the ******** Service agent would have gotten back in touch with you to provide follow up options.
  That being said, it is my understanding that you reached out a few times during the investigation process and made your preference for a refund clear, so this was issued to you immediately instead. A final email was sent to you on April 23rd to confirm this refund, and you should see the refund on your statement within 1-15 business days, depending on your financial institution.

  
  At this time, I do believe that the desired settlement has been issued and that no further action is required. That being said, if you need anything further, you are more than welcome to reach back out to our ******** Service team at ********************************************************************.

  Kindest regards,

  ********, ******** Service Supervisor

  Customer response

  25/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Vishal ****

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello My name is ******************************* My grandson received two gift card from Mastermind Toys in March last year. Purchase on 19-03-23 My understanding was that they don't expire and can be used at anytime. I went into the Mastermind location in ******************** today where I was told that the cards were no longer valid. I Emailed their customer service and got a response by Email that unfortunately they had to be used by December 24th 2023. and all of their customers were notified by Email. I have never received such Email since I was not the purchaser of the gift cards. If payment was taken for the gift cards then service should also be provided. I have receipt for one of them a $100 dollar value. For the other one I unfortunately don't know the amount and the clerk was not able to tell me..I would like them to replace the gift cards for the amount paid to the business or issue a refund.

  Business response

  23/04/2024

  As a result of the closure of the old Mastermind company through the court ordered process, effective Jan 15 we are unable to accept any gift cards purchased prior to 2024. We truly understand and share your disappointment, however we are unable to make any exceptions.

  While we cannot honour this gift card purchased for the previous company, we remain committed to providing you with exceptional service in every way possible. My sincere regrets for having to communicate this information, but we hope you understand.

  Customer response

  25/04/2024

   
  Complaint: 21554072
  
  I am rejecting this response because:

  This business did not close  they are simply changed ownership  so in my understanding business is as usual. Also in first response they were tirelessly working on how they can fix the issues they had with gift cards and now all of a sudden there is nothing they can do about it.  Under the consumer protection act clearly stated that gift cards do not expire  and the amount charged for selling the gift cards remains on the card until the customer decides to use it. 

  
  Sincerely,
  
  *******************************

  Business response

  25/04/2024

  While our stores remained open, the company that this gift card was purchased for no longer exists as a result of the court ordered process that began late last year. As that entity no longer exists, the gift cards purchased from it are no longer redeemable and we are unfortunately not able to accept these cards on their behalf. 
  
  

• Initial Complaint

  28/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unable to use a $200 gift card received for our newborn when being informed by merchant website they no longer accept gift cards as of 25 December 2023. Further online research revealed an article that the company is in bankruptcy yet they have stores open and merchandise still being sold while not honouring the gift cards. Apparently only four day notice was provided and via small news articles only.

  Business response

  08/01/2024

  Please see attached our response letter and the referenced Amended and Restated Initial Order granted November 30, 2023.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩