ComplaintsforToyz N Fun

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Loungefly bag on February 8, 2022, for $97.14 from this company. At the time of my order, I lived in an apartment. Within 2 weeks of ordering, I went online to their website and changed my address to insure I would receive my back to my correct address after moving out of the apartment. Finally, after 8 months of this bag being on backorder, it was finally shipped. Needless to say, this company shipped it to my old apartment address. When I confronted them about this through email they said that because I had not emailed them specifically about my address change they had no idea I had moved and sent it to the old address. I again explained to them that it did not state anywhere in their policies that they needed to be notified by email of any customers' address changes. All that it suggests in their policies is to keep information current, which I did. I have asked them repeatedly to send me the information in their policy where it says I need to email them a change of address. They continue to ignore my emails and refuse to answer. I would like a refund of my $97.14 or a new bag sent to the correct address.

  Business response

  10/21/2022

  We did  not receive notification that the customer moved so we sent to the address that they provided to the credit card company at the time of  purchase. We asked the customer is they would like help contacting the mailing service and they did not respond to this inquiry. We are bound to ship to the address that is used at purchase by the credit card company. Unfortunately this transaction seems to fall in line with fraudulent orders we have received saying they did not receive their package. We have no way of knowing  if they have access or not to the address they requested it to be shipped to or knowledge that they moved.

  Customer response

  10/26/2022

  I have reach out to this company numerous times with many emails going completely unanswered.  I did reach out to the company wanting to know the process of contacting the mailing company and how that would work.  I did not hear from them until I told them I would take this to the BBB. I absolutely did change my address online through their website.  Nowhere on the website does it say that I needed to email the company to let them know that I had moved.  All that it states in their policies is to keep information current which is exactly what I did.  I have repeatedly asked for documentation on where it states that I needed to email them directly.  They have never provided this. 

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