Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my profound disappointment and frustration with two recent purchases that have not met the standards I expected, both in terms of quality and value. My recent experiences with your products have been extremely unsatisfactory, and I feel compelled to share the issues I have encountered and seek appropriate compensation. Firstly, I purchased a Care Bear wrist keychain, which I was initially excited about. However, to my dismay, the keychain fell apart on the very first day I used it. The metal ball holding the keychain in place came loose and was lost almost immediately. This was not only frustrating but also inconvenient, as I had to resort to using a binder clip to hold the keychain together temporarily. The fact that a product designed for everyday use failed so quickly and required such a makeshift repair is unacceptable. I had expected a much higher level of durability and craftsmanship, given the nature of the product and its intended use. Furthermore, I purchased a pair of Hello Kitty race car socks on July 7, 2024, for $25, which I believed would be a fun and functional addition to my wardrobe. Unfortunately, these socks have already developed a hole, which is incredibly disappointing. The socks were worn minimally and under normal conditions, so the appearance of a hole so soon after purchase raises serious concerns about the quality of the materials and construction. Given the price I paid, I anticipated a much longer lifespan and a significantly better product quality. The issues with both products are particularly frustrating because they reflect poorly on your brand's commitment to delivering quality products. I feel that the quality of these items is far from acceptable, especially when considering their price points. The keychains inability to withstand even minimal use and the socks premature wear and tear suggest a lack of attention to detail and quality control in the manufacturing process.Sincerely,*************************

  Business response

  08/28/2024

  Dear *****,
  Thank you for reaching out and sharing your feedback with us. We sincerely apologize for the inconvenience and disappointment you experienced with your recent purchases.

  
  We understand how frustrating it must have been to have the Care Bear wrist keychain fall apart on the first day of use. Your experience is certainly not what we aim for, and we regret that the keychain did not meet your expectations for durability and craftsmanship.
  Regarding the Hello Kitty race car socks, we are equally concerned about the premature wear and tear you encountered. We strive to provide high-quality products, and it is disheartening to hear that the socks developed a hole so soon after purchase.

  
  Please note that our items are mass-produced and not individually handmade. Like many other stores in *******, our products are made from materials such as polyester. While we aim to maintain high standards, there can occasionally be issues with mass-produced items.
  We would like to make this right for you. Please contact our customer service team with your order details, and we will be happy to assist you with a replacement or refund for the defective items.

  
  Thank you for bringing these issues to our attention. We value your feedback and will use it to improve our products and services.
  

  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Whenever I order online, I only know when items arrive to the store via email. When I get the email, its usually a few hours prior to cancellation of an order. The order status page is never properly updated, which then prevents me from being able to return items that I was mislead about online. Its been 28 days since I ordered something, but the return system said it never got sent to store. I even tried contacting customer support about this issue, but they didnt fix it.

  Business response

  08/16/2024

  We apologize for any inconvenience caused to the customer. We are pleased that the customer contacted us and received assistance from our customer service team. Their feedback and concerns have been conveyed to our web production team. We have also addressed the email and app error currently being encountered.

  We are grateful for your patience and feedback.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a figure and 3 shirts on the 19th of July. I received the figure and have since repeatedly asked for a refund for the 3 shirts I ordered because they did not ship. It has been well over the 2 processing days and they keep telling me that they cannot give me a refund because it is in the processing stage. They said that they have sent 3 emails to their warehouse inquiring about the order and received no response. All I want is a refund for the 3 shirts.

  Business response

  08/01/2024

  We apologize for any inconvenience caused. Upon reviewing the order DH2296806971, it was found that the agents had cancelled the remaining items. These items will not be shipped, and the funds have been reversed onto the customer's method of payment. Additionally, we have issued a refund for the item that did ship. Please allow three to five business days for the refund to reflect on your payment method. We appreciate your patience.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am contacting you for your help and assistance on an issue I am having with the retail store Hot Topic. On Friday, July 5th, 2024, I placed an order through the Hot Topic Website; the item I placed an order for was for a Weighted Astrology Blanket Zodiac Choice Cancer as a birthday present for my daughter, ******************************. On Saturday, July 6th, 2024, I clicked on the order confirmation email notification from Hot Topic saying that the Weighted Astrology Blanket was being shipped with *** Shipping. According to the *** Tracking number 1Z7V2810P210650233, the weighted blanket was supposed to delivered to our residence on Friday, July 12th, 2024. I keep checking the *** tracking link, and it still says "******* created a label, *** has not received the package yet." We did not receive the weighted astrology blanket by the delivery date.The details of the transaction are as follows:Item Number: ******** Name of Item: Weighted Astrology Blanket Zodiac Choice Cancer Quantity: 1 Price: $118.90 Tax: $7.99 Shipping Surcharge: $4.99 Total: $131.33 1. Date of Transaction: Friday July 5th, 2024 2. The Amount of Money I paid to the business: $131.33 3. What The Business committed to provide: Business Hot Topic was supposed to provide Weighted Astrology Blanket Zodiac Choice Cancer 4. What The Nature of the Dispute Is: Nature of Dispute is requesting for *** tracking update on Weighted Astrology Blanket Zodiac Choice Cancer 5. Whether Or Not the Business Has Tried to Resolve the Problem: Business has not resolved the problem, we did not receive the weighted astrology blanket by the expected delivery date

  Business response

  07/25/2024

  The order was delivered within the standard shipping time frame. We also offer the option for faster shipping for items if needed. Although we haven't had any direct interaction with the customer, we have taken the proactive step of creating a calling card for them in case they encounter any issues in the future. Furthermore, as a one-time courtesy, we have refunded the order.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 29, 2024, I went to the Hot Topic, located at the ************* in ********, **********. I purchased two Funko pops, same price, except one was a regular version and one was a chase variant, which is signified by a sticker. A few days later I decided that I did not want either of these and contacted that same Hot Topic to know what their return policy was. I was told by the representative that Funko pops can only be returned seven days from the date of purchase. On July 4th, 2024, I went to the same Hot Topic and even spoke to ******, the same representative who was working there June 29th. However she then informed me that I can only return one of these items as they do not accept Chase pops regardless of when they were purchased. So despite the fact that I bought two of the same item, from the same company, for the same price, and within the seven day return window, I can only return one of them because of a sticker. These are NOT valuable items despite the sticker or their supposed value in the secondary market. I am now stuck with an item that I do not want and cannot return because of a policy that no other retailer has.

  Business response

  07/11/2024

  We apologize for any inconvenience caused to the customer. Unfortunately, we do have certain procedures to follow when it comes to merchandise. 
  
  
  Collectibles: Funko - If you are attempting to return a Funko POP! Figure, here are some things you need to know. POP! Figures are mass-produced. As a result, minor variations occur during the manufacturing process. These variations can include slight creases or scuff marks on the 
  
  
  Packaging. While we wish everyone could receive a pristine box, it isnt always the case.
  
  
  Collectibles: These can only be returned within 7 days of purchase (in-store) and 7 days of receiving the item (online).
  
  
  Collectibles: Funko - No returns on styles with chase variants.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an order on Feb 24th for 8 different shirts. I returned 4 of them on March 6th 2024. Hot topic recieved the return on 4/1 and said get the refund in 3-7 business days. I never got the refund so they sent an email saying I would get a refund in 5-7 business days. I still haven't gotten my refund of *****. I have made multiple attempts to resolve this and no one is helping me, they just give me credits that I won't use because I won't go back to their business. I want my money back because they already recieved my return a long time ago.

  Business response

  05/30/2024

  We sincerely apologize for any inconvenience caused to the customer. Upon reviewing the refund, we regret that it was mistakenly processed back onto a gift card. This error occurred due to a recent system update in March that affected the return process. We understand the frustration this may cause and would like to make it right by issuing a refund for the order via a physical check that we will promptly mail to the customer.
  
  We understand the customer has expressed disinterest in shopping with us again. However, we hope they will keep and use the rewards added to their account. Please email or call our customer service team to request that a check be mailed as soon as possible. We will need a valid mailing address. We will also make a note on their account so that the next agent knows to expect the customer's information.

  Customer response

  05/31/2024

   
  Complaint: 21764397
  
  I am rejecting this response because: I am not reaching back out to customer service and going through this frustration again. Please process my refund check now. Again, I will not contact customer service again due to all of the problems I have been having. My mailing address is *************************************************. You can mail it there.
  
  Sincerely,
  
  *************************

  Business response

  06/14/2024

  We appreciate your business and your patience. Our APR team will review the request and mail it out by 6/19. Please allow up two weeks for delivery with USPS. 

  Customer response

  06/24/2024

   
  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. I have finally received my refund.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 18th I placed an order and was told I could pick it up in 5-8 days. After a week or so, I contacted Hot Topic customer service on May 2nd and was told they would contact the store. My first customer service representative said they would call then they disconnected and I got paired with someone else. This new person told me my order was bugged and I was not seeing the correct information on my end. He then told me they could reship the order or refund me. I chose reshipment at first then changed to refund after learning an Item I had irdered was put of stock. He said okay and told me they would be marking the order as picked up to refund me. I noticed after 2 days they had not marked the order as picked up for my refund. On May 4th I contacted customer service again and was told that they could not tell me any sort of time frame for my refund or if I would get it. It is now May 6th and I still have not gotten any confirmation on a refund or if they even will refund me. And still when I go to see my order it only says Preparing for shipment.

  Business response

  05/09/2024

  On May 4th, our customer service agent provided exceptional support to a customer. The agent took proactive steps to ensure the customer did not have to go out of their way to receive their refund. We are pleased to confirm that the order DH2278138835 was refunded on May 7th, and the funds were returned to the customer's payment method.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a gift card from ****** and when I went to use the gift card online there was no funds on it. I called the number for customer service for giftcards 4 times and was not assisted. No one wants to pay me back for my ****** $ dollars or issue me a refund or a new gift card. In their system it says the card has funds but when i go on their website and try and check out it says the gift card has not funds. I need an explanation.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 10th I made a ship to store online purchase for a shirt with order # dh2271283481. On March 14th I received an email that the item had been shipped to the store and would arrive in less than 8 days. I heard nothing. I called **************** HZT store on 3/24 and they told me the item was showing in the system as never being shipped. I then called customer service and they told me the item wasn't shipped because it was out of stock. I never received an email cancelling this order, and it was left in limbo. I asked the representative(*****) to swap my order for the out of stock shirt with a different shirt that was in stock, and he did.At 12:34am last night the order for the black shirt was marked as picked up at **************** store...12:34AM?! Then this morning the order for the white shirt was cancelled and was marked as a refund of $0.00. So your store has fraudulently marked an out of stock item as picked up, at a time when the store wasn't even open, cancelled the replacement order, and are not refunding the $$ I was charged on 3/10 for the original order. I expect a refund immediately, as well as compensation for the unnecessary amount of my time that has been wasted due to your completely broken system and unwillingness to properly rectify my issue without continued follow-up on my part.

  Business response

  04/05/2024

  We apologize for any inconvenience caused by errors during our system's transition to a new point of sale. We have fully refunded the customer's order ************ for ************ $17.4. Please allow 3 to 5 business days for the funds to return. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is against Her Universe, owned by Hot Topic. Her Universe is not showing on BBB, so I am complaining against Hot Topic. On 1/7/24, I ordered some items from Her Universe. I emailed within the hour to cancel my order and was told they could not but that I could return them. There was no mention of a fee to return. On 1/23/24, I received the items and using the included return label, took them to **** *** said the label was invalid. I emailed Her Universe and was told, "We will promptly send you the return paper label within 24 hours through this channel, enabling you to return the item at no cost and in a more convenient manner." Used the label and returned the items. I was eventually refunded $100.10 which was $6 less than my order total. When I asked why, I was finally informed of their $6 return fee. This fee is not disclosed on their website return info, nor is it disclosed prior to purchase. I told them this and asked for a refund. I had to go back and forth and escalate but was told I would get it. When I did not receive it and asked why, I had to escalate again and go round and round but was told I would get it again. Finally today, I was told they could no do refunds and I would not get it.

  Business response

  03/11/2024

  Thanks for reaching out. Allow me to inform you that a check request has been submitted for the amount of $6 related to your order DU2004635070. Please note that there is a mandatory 5-7 business day processing period for this request. Following that, it may take up to 2-3 weeks for you to receive the check by mail. Please be aware that there is a $6 fee is applied for all returns, which is deducted from your refund. As per our site policy, we do not reimburse the original or return postage. Kindly review our return policy for further details at the link provided. ***************************************************************

*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. ↩