Complaints

This profile includes complaints for Seasonal Visions International Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Seasonal Visions International Inc

  5701 Hollis St Emeryville, CA 94608-2513

• 

  Seasonal Visions International Inc

  PO Box 23243 Oakland, CA 94623-0243

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/19/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a 13ft tall giant ******************************* from ********** and found that it was missing parts and that one part was broken. They replaced the broken part and shipped the parts that were missing. However they shipped me a second left hand when I had ordered a right hand. I emailed customer service on 10/16/2023, but they have not responded. I know it's only been three days, but I should have heard SOMETHING by now. I have called numerous times (even going so far as to leave a voicemail with contact info for them to return my call), and they neither answered or returned my call.

  Business Response

  Date: 10/20/2023

  Our parts warehouse made a simple shipping error. We've just now put in a request for the warehouse reship the part. Screenshot of order attached. ****** will get email with tracking information soon.

  Customer Answer

  Date: 10/21/2023

  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

  Date:10/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Predator of the Night on 9/15. On 9/30 we assembled it outside. The next day it stopped working with no explanation. I emailed SVI on the evening of 10/1. Other than the standard auto response I did not receive contact from SVI. I called ********** for assistance. The nice representative opened a case and stated she would have SVI send a replacement mechanism. She stated that she expected them to send it in ***** hours. She followed up later in the week to inform me that she has not been able to get a response from SVI and is escalating my case with others. I wrote a review on HD website and SVI responded that I should call the number on my paperwork. For the last 4 days I've been trying to reach the company by phone. I have spent the last 9 days emailing, calling & emailing HD agent, calling SVI and leaving voice messages. I purchased this very large animatronic for $350 and it is upsetting that after 24 hours it no longer works. And it's too large to box up and return to the retailer. What is most upsetting is my inability to contact SVI for them to replace the part. I would like to have the part before Halloween.

  Business Response

  Date: 10/20/2023

  Two of our agent have been in constant contact with **************** for the last few days. We sent one part to her, which had a flaw, so we are shipping a new replacement part to her. Earlier today we put the request in to our warehouse to ship the second part, and we'll update **************** with tracking information as soon as we generate a label. We are a ***************** and this is high season, so we're working as quickly as we can.

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20717178
  
  I am rejecting this response because:
  

  I disagree that SVI has been in constant contact. I did receive an email almost immediately after my complaint and a same day response to my response. I've also received 3 bad parts. I've asked for a call from a technician which went unanswered. I have been pleased with their quickness to ship new parts. However I'm only notified of this through a shipping confirmation email. I have 4 useless torsos.

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

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your name and *** shipping address,*************************,*********************************************** ******* ** What's the item called,flying witch Name of the store costume, cabaret Also helpful is the model number, it is in the picture usually begins 23SV or 512....Photo or video, if it will help us I can't because it doesn't work at all understand the issue. All mothers are dead and all the circet boards don't work at all and both have bad corrosion on it and it has a broken welding for the broom Things need,2 new heads,2 new control boxes ,2 sets of all the moters,2 new cat bags 2 new top body frames,please contact me if you have these things I need to fix mine . If you dont have the parts can you please make new ones please.please tell me if you can find parts please thank you.

  Business Response

  Date: 10/02/2023

  Seasonal Visions is a manufacturer of holiday decor. We are not a retail store and don't sell products to the public. We did not sell this product to ******************. ****************** didn't provide us with the name or model number of the product, so we aren't even sure we are the manufacturer, but if we are we don't have any repair or replacement parts available to fix his item. We don't recognize the name of the product ****************** purchased, and we don't recognize the name of the retailer.
  For a small number of our large account we do supply some parts for some of our products, but that arrangement is limited to a short time after the product was made - generally 90 days. Based on the information ****************** provided we know this product isn't one that is currently covered.

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted the company numerous times, have support ticket (#********) and have never gotten a response. I don't know what to do at this point as I am simply trying to get a replacement part.

  Business Response

  Date: 09/27/2023

  We've been in constant contact with *************************** since about Sept 14th.Once we understood what he needed, we prepared an order for him on 9/21.The part was delivered by *** on 9/26.

  Your shipment
  1ZC3B4610332147673
  Delivered On
  Tuesday, September 26 at 2:34 P.M. 

  Here's our correspondence:

  
  **************
  
  Sep 11 08:18
  To:
  SVI Help Desk
  Show more
  Hi,
  
  Our ribcage came in broken at the upper left side where the arm attaches.  Essentially the arm socket is no longer attached to the ribcage.  How can I secure a replacement?>
  
  ******
  
  
  ***************************
  Chief Marketing & Product Officer
  
  
  Tel ****************** | Fax ************
  
  **************
  
  Sep 12 15:58
  To:
  SVI Help Desk
  Show more
  Hi following up on my request. 
  
  
  Suzy
  
  Sep 14 11:19
  
  Hi ****** - 
   
  Can you please advise on which animatronic you are referring?  Also, please provide your proof of purchase and mailing address. 
   
  Thank you
  Suzy
  SVI CX Agent
  
  Suzy
  
  Sep 15 10:26
  To *****************
  
  Call recording
  
  Show call details
  
  Suzy
  
  Sep 15 10:28
  To *****************
  
  Call recording
  
  Show call details
  
  Suzy
  
  Sep 15 10:29
  
  Hi ****** - 
   
  I attempted to contact you at your work number, but it was unable to take a message.  
   
  I wanted to follow up on your part question.  Could you please respond with the name of the animatronic, proof of purchase, and your mailing address?  Photos of the break would also be helpful to help diagnose the parts. 
   
  Thank you, 
  Suzy
  SVI CX Agent
  
  **************
  
  Sep 15 10:46
  To:
  SVI Help Desk
  Show more
  Hi Did you not get my previous reply?  My phone number is ************
  
  
  Hi Suzy,
  
  I am referring to the 12ft Giant Skeleton with LifeEyes LCD Eyes I purchased it at home depot.  The right upper ribcage is broken where the arm socket connects.  
  
  I am not sure what I can provide as proof of purchase, is there a serial number on the skeleton I can provide?  I have requested a copy of the receipt from ********** but they are having trouble retrieving because I placed my order with a credit card that is no longer available due to the bank swapping it out later for fraud.    
  
  Attached is a photo.
  
  Mailing Address is ************************************************************************* I dont have an issue paying for shipping, I just need the replacement part as soon as possible.
  
  ***************************
  Chief Marketing & Product Officer
  
  Tel ****************** | Fax ************
  
  
  **************
  
  Sep 18 19:24
  To:
  SVI Help Desk
  Show more
  Hi Following up again.
  
  
  ***************************
  Chief Marketing & Product Officer
  
  
  Tel ****************** | Fax ************
  
  
  Rina
  
  Sep 20 14:28
  Request #******** "Call with Caller *****************" was closed and merged into this request. Last comment in request #********:
  
  Rina
  
  Sep 20 14:35
  
  Hi ******,
   
  I am ordering a replacement for the right rib cage for your 12-foot skeleton. It will come with the necessary screws, and the instructions for replacing it and reassembling your skeleton.
   
  You will receive an invoice from shopify for the shipping and handling. Once you make payment, our warehouse in ** will ship it out to you. You'll then receive another invoice from shopify with the tracking information.
   
  Best,
  Rina
  CX Agent
  
  **************
  
  Sep 20 17:37
  To:
  SVI Help Desk
  Show more
  Hello,
  
  
  Apologies it is the LEFT upper rib cage- i was looking at it when I said right.
  
  
  ***********;
  
  Rina
  
  
  Sep 21 08:34
  
  Hi,
   
  No problem. I have sent you a new invoice for the left rib cage.
   
  Best,
   
  Rina
  CX Agent
  
  

• Initial Complaint

  Date:03/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attempted to order 2 replacements parts for my product but my emails have been ignored

  Business Response

  Date: 03/22/2023

  Customer was advised ( info below)... (customer is not eligible to receive a free replacement of parts requested as advised 02/10 so then customer filed a ******************** complaint, customer needs to reach out to ********** where the item was purchased.)

  **********
  Assign
  
  
  
  Feb 10 01:36 pm
  Hello Rafe,
   
  We would need the information requested from the auto reply you should have received. Photos, proof of purchase, parts requesting, shipping address (no po box).
   
  If your skeleton was damaged due to a fall you will need to pay for the replacement parts for the larger items like the base, skull, ribcage.
   
  We currently do not have a purchasing system in place but can notify you when we do.
  Thank you,
  **********
  Seasonal Visions Customer Service

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19634406
  
  I am rejecting this response because:

   

  (1) No where in that message does it say I am "ineligible" for replacement parts. That message does ask for additional information, which I provided on 26FEB2023.

  (2) Per their most recent email, received today, I am only ineligible for replacement parts if my item broke when falling over or if my parts were damaged post-sale. Neither of these are the case

  (3) I am supposed to have a 1 year warranty which is only about half through at this time. I would additionally be eligible for replacement parts because of this

  (4) I tried contacting the company no less than 3 times between their email on 10FEB and today when I filed a complaint with you guys, and I received no response.

   

  Please see attached for proof of 1, 2, and 4

   

   

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

  Business Response

  Date: 04/03/2023

  After further research the customer was advised in December he would not be receiving the parts he requested free of charge, he then opened a new ticket as if our company did not advise him of this previously.

  We do not sell warranties here or sell products to consumers in general but to large retailers therefore the customer's warranty is with ********** and they would need to process his warranty claim.

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a large animatronic werewolf from ********** in October of 2022. Two small parts don't fit so I reached out to the company for replacements multiple times over the last few months and have not received a single response.

  Business Response

  Date: 02/09/2023

  We wrote to ************ and let him know that one of the parts he needs will be shipped to him tomorrow.

  The other part is back ordered, but when it comes back into stock we will ship that to him.

  *******************

  SVI Customer Service
  

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  

  It is unfortunate that I had to complain to the BBB to get a response but I did finally get one. Thank you for the help.

  
  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

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Hyde and Eek animatronic from a local vendor (Target) for $150 and found it not to work. Something in the control box sounds as though it is shorting out, none of the extremities operate and the voice can slightly be heard for a few seconds then fizzles out. This is a rare product and the last of it's kind that could be found ************* reached out to SVI as per their request in the documentation that accompanied the product on November 26th about acquiring a replacement control box and received a generic "here is your ticket number" email back eluding to the idea that our email had been received and was being processed. I waited 10 days with no response. I reached out again on Dec 5th requesting an initial human correspondence *at least* in addition to calling and leaving a voicemail (which was during their posted office hours).Again, no human response. I finally called again today, Dec 15th, and got in touch with what sounded like an at home call operator. The woman on the phone simply said ****************** as opposed to "Thank you for called SVI, how can I help you". I found this odd. I explained I've been trying to reach them since Nov 26th about a Hyde and Eek product and without giving her a ticket or model number it seemed she already knew who I was and what I was referring to. Odd, as it's been over 20 days without a return email.... and apparently, the **actual** Chinese manufacture never sent them replacement parts.I don't know if SVI actually makes any of their products, but they apparently don't make this one (even though the documentation eludes to the idea that they do) and are unable to fix their own products. We intend to try to fix it ourselves as they took so long to respond we are outside the return window.. but we want people to be aware they may receive broken product the company is unable to stand behind.

• Initial Complaint

  Date:11/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have emailed the business from my main email,, and I've already filed one complaint before. I need sensors for some of my props, and they have refused to respond. I need sensors for:Jack In The Box (2020) from the ********** Pumpkin Head Scarecrow (2020) from ****** And Teary The Clown (2022) from the ********** I do not want to have to make another complaint. I would prefer they answer and send me the parts ASAP.

• Initial Complaint

  Date:11/16/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an item from ********** and had an issue with it. Contacting ********** and this manufacturer agreed to send us a replacement part. Since that time, they have ceased communication both with myself and with **********. They agreed to send us replacement part L and stated it would be after Halloween, but there has been no update. And now I see all the complaints against this company. This was purchased 10/17/22 from **********. Contact started on 10/21/22 and they have not responded since.

  Business Response

  Date: 11/17/2022

  We were out of this part, but our stock was recently replenished and we can now send the part.

  *******************

  SVI ****************
  

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Halloween Decorations from ********** and was directed to contact supplier with issue. In calling was routed to support voice mail. I left detailed message as well as completed their recommended steps for resolution by submitting via email on Oct 18th. Still to this day have not heard back from my seven voice mails, or to my case open with support. (ticket #*****). In email I attached proof of purchase, video of issues occurring, my contact information, as well as shipping address. I have followed up via email 3 times as well. All of this and no response from the supplier at all.