ComplaintsforBandai Namco Toys & Collectibles America Inc.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction: Jul 29, 2023 Paid: $58.10 Through Email I was promised a replacement. My problem I had was a figure I purchased on one of their sites "Premium Bandai" Came and it was missing a piece. Which I had reached out right away and was told I could get a replacement that I'd ***********-8 weeks. Which would have had me get it back in October. Still have yet to receive any replacement. Every time I reach out now has them change the goal post to another 6-8 week wait and telling me it's a while supply lasts for replacements. Meanwhile the product is still in stock on there website. I'm tried on the constant changing of a replacement date so asked for a full refund which they didn't want to give me a refund. even though the product I received was deflective. They also keep moving me off there site for support with a thing called blue fin. which doesn't feel very safe. Mainly just wanted a confirmed replacement or a full refund. Member# *********** Order # ********** Tracking# ************

  Business response

  01/05/2024

  Part has been sent to the customer along with the tracking number. We have to wait for the replacement parts to come in from overseas and the timing can be challenging. 

  Customer response

  01/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Received a damaged collector's edition and was told to wait for a specialist for 2 weeks without resolution.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dear BBB Staff,We request you help in having Bandai's corporate office address their phone employee's insane and childish behavior.This is concerning Order # ********* for $1,578.25 of inventory we never received.We patiently waited over a month for *****'s phone rep to try and resolve the missing invenotry. Today we called back their support number ***************) at 12:11pm on 8-28-2023 to receive our refund. The same phone rep who always picks up failed to filed the ***** claim properly, which resulted in it being denied. We explained this to him for no one at our address signed with the name "DJXZJ".We asked to speak to the phone rep's *********** He proceeded to say in an angry voice "Ah Hah, OK!", before hanging up on us like a child. We then attempted to call back 4 timjes. Each times he immediately. hanged up the phone on us without saying a word.Yes, this childish behavior is Bandai's response to US customers not receiving $1,578.25 of merchandise ordered from them, then being patient with them for a month!

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over a year and a half ago, I preordered a S.H Monsterarts **************** Mechagodzilla. Upon finding it had a defective hip piston upon inspection, I contacted Bluefin customer support after being redirected by the seller, who then told me to send it over to their headquarters for replacement.After sending it off, I waited for over two months only to find out that ***** had lost the package, and contacted Bluefin about it. They took A WHOLE MONTH to respond to my inquiry (I had asked about it in July and they responded in August). Even though they informed me that a replacement was being processed, they DID NOT me about any way to track my replacement despite knowing that ***** lost my package. Nothing had arrived since then and Bluefin has not told me anything despite me sending another message three weeks ago. Additionally, I have been unable to reach Bluefin through the customer support line, as they are always "unavailible" every time I contact them. This has gone to the point where I called their customer support line thirty-three times in a row only for NO ONE to show up. I also brought this issue up with Bandai Premium, only for them to be redirected to Bluefin. Attached to this complaint is every message Bluefin and I exchanged with each other, alongside receipts, shipping labels, and other messages from the seller. This behavior is truly horrendous, as what is supposed to ***********-8 weeks AS LISTED IN THE REPLACEMENT FORM has dragged out for three whole months. As a customer, this is unacceptable conduct and unless something is done to fix this situation, I will take every action possible to get my money back. If Bluefin is reading this, actually finish the job and send me my SH Monsterarts Mechagodzilla back for once.

  Business response

  11/10/2022

  Thank you for bringing this matter to our attention. We were able to resolve the issue directly with the customer and have confirmed that the replacement item was received.
  
  We apologize for any inconvenience this issue may have cause and trust our response addresses the concerns.
  
  Thank you.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a figurine from this company. Once it arrived, I attempted to assemble it. However, only the head and body pieces correctly attached together. The remaining pieces (arms, legs) do not fit together. The k**** are inconsistently sized and do not fit into their respective holes. I contacted their customer service at once and sent photographs showing the inconsistently sized k**** They were not satisfied and wanted video proof of my attempt to assemble the figure. I complied and sent them the following video: https://drive.google.com/file/d/1yvVA_wCFr_f_5GeaJ0JShE8cg8c5kAvs/view?usp=sharing They were again not satisfied, and replied "Thank you for providing us video documentation; unfortunately, we're unable to verify the defect as additional force and proper attempts of inserting the joints into the figure are required to properly insert them correctly. If you are not able to do so, then please provide us video documentation demonstrating these attempts with the additional force." I asked them to clarify and how I was supposed to demonstrate "additional force" in a video. That was on January 7th. To date, they have not responded since. I sent a followup email on January 12th, and have made two attempts to reach them by phone to no avail.This was a gift purchased for my close friend that has heart failure. I know this only costs about $30 since the price on the invoice was for two figures in a single set. I just want to exchange this figure for one that is not defective.The invoice is attached below, and the request number with their customer service department is *****.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I made pre-order purchases through the company's *********************** which is normally a **************** through their parent company, Bandai. Bluefin is ****** distributor for Bandai products. I have an ongoing issue with the orders I placed, so I attempted to call Bluefin customer support. I had to leave a message for a callback. The callback just took place, and the customer service agent argued with me, spoke over me, laughed, sighed, and repeatedly told me Bluefin is separate from Premium Bandai. I understand that, but my purchases are still being processed domestically by Bluefin. The company has taken no responsibility for their own incompetence. There is no excuse for this. Bandai has existed for 71 years. Bluefin has existed for 14 years. As a consumer, it should not be my responsibility to jump through so many hoops. I fulfilled my responsibilities already. Bandai and Bluefin have not.

  Business response

  09/28/2021

  Hello,

  Bluefin cannot process, add or cancel any orders with P-Bandai as they are a separate entity from Bluefin and we do not have access to their systems.  All customer service issues need to be handled by P-Bandai at the site below.

  https://pbandai.zendesk.com/hc/en-us/requests/new

   

  Customer response

  10/08/2021

  Your response is every bit as irresponsible and hostile as ever. Whether it's ******* ******** or BlueFin doesn't matter. You are a corporate entity, and you have provided no actual help, no true customer service. You have done the text-equivalent of shrugging and saying "it's not MY problem." If a corporation cannot provide answers for it's customers but expects them to jump through constant hoops just to get products they've already paid for, then that corporation has failed to show respect to the customers that have supported it. And for ******* a corporation that has existed for 71 years, that sort of hostility cannot be excused.

*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. ↩