ComplaintsforSpin Master Ltd Global Headquarters

• Initial Complaint

  24/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 11 2023 I purchased a remote control ******* ***** from a third party seller on ******. It was a birthday present for my ***** ******** who received this gift on her birthday ***** *** *********  On 10/21/23 my daughter texted me to let me know that the remote control car’s battery would no longer hold a charge. She said they had at the most only charged it two times prior. I got on ****** and sent the seller a message that the truck was not working right and wanted to know if it was under warranty. Got an email the next day saying they were not responsible. Said ****** handles warranties and to get on******’* app and “try” to return the item. Contacted ******** customer service who said their 90 day warranty had expired even though toy not played with until Sept 9. ****** said to contact Spin Master. On 10/22/23 I sent an email to Spin Master explaining how the ******* ***** broke after approx 36 days. I wanted to know if there was a warranty such as 90 days to 1 year. My daughter lives in ***** ******** so she could not say as they had discarded the paperwork assuming if there was a problem, warranty information could be found online. I got a response 10/23/23 from a ****** stating that they could not honor a warranty because the remote control car had been manufactured too long ago so that voided the warranty? Why would my warranty be void when I have nothing to do with the manufacture date…..I even sent them a copy of my receipt showing the date I ordered it from ******. This was something they requested. Tonight I got in their website Spinmaster.com to leave a review of the ******* ****** Of course I left a negative review because it broke in 36 days and no one was willing to help me. **** ******* ** **** **** ******* ******* **** ***** *** **** ** ****** ******* * ********* **** * **** ****** *** *** *** *** **** ****** * ****** *** ***** ** * **** *** ** **** **** **. * *** ******* ******* ***** ****** ******* ****** ***** ***** * **** ********

  Business response

  26/10/2023

  The consumer was followed up with on October 24th, 2023 on Incident: ************* and was offered an alternative replacement to which the consumer accepted. The item is currently pending shipping as of October 25h, 2023. We consider the matter resolved. 

  As per our Spin Master Care Commitment found here: **************************************************, "Please note that because we are unable to control the quality of Spin Master products sold by unauthorized sellers, unless otherwise prohibited by law, the Spin Master Care Commitment is not available for products purchased from unauthorized sellers, including unauthorized Internet sites. The Commitment is limited to the original end-user."

  Customer response

  28/10/2023

  
  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,
  
  ***** *********

• Initial Complaint

  24/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a ******* ********* surprise mystery figure as a gift, but my character was missing an eye. So I filled out an email customer service form but got no response after at least three days. Here’s a key piece of information: When they ask for proof of purchase, YOU CAN CHECK OFF THAT IT WAS A GIFT if it was, which was in my case, so I did that. Since a few days have passed without a response, I called them during business hours. The representative was friendly and pulled up my email but he said that without a proof of purchase, they cannot ship out a replacement. This doesn’t make sense because on the form you can check that it was a gift, so in that case you are not able to provide a proof of purchase. Besides that, I was able to provide photos of the defects and packaging codes, just like they had requested. Before I contacted Spin Master, I did ask the person who bought it to try and get a refund/exchange but she threw the receipt away. Honestly, none of us expected this defect to happen. So she tried going to ****** (place of purchase) but they would not take it back since 1. It was a blind bag toy that was opened and 2. There was no receipt. As a result, the next best thing to do was to contact Spin Master but they were not able to help. Just my opinion, but this is only a toy costing around $5 and so much steps had to be taken but with no result. This is our first Spin Master toy and it was quite a disappointing experience: I would like a replacement of this product, or maybe something of comparable value if not available. Right now I have defective product and disappointed child. This wouldn’t have been so disappointing if the form literally lets you check off that it was a gift to avoid a proof of purchase issue. Thank you for understanding.

  Business response

  08/03/2023

  Consumer was followed up with on February 24, 2023 and offered an alternative replacement item to make up for the experience to which consumer has accepted. Tracking number for shipment was provided on March 3, 2023. Case is now resolved. 

  Customer response

  08/03/2023

  Thank you very much! 

*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. ↩