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Business Profile

Subscription Boxes

Loot Crate

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Loot Crate's headquarters and its corporate-owned locations. To view all corporate locations, see

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Loot Crate has 2 locations, listed below.

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    • Loot Crate

      3401 Pasadena Ave Los Angeles, CA 90031-1929

    • Loot Crate

      3401 Pasadena Avenue Los Angeles, CA 90031

    Customer Complaints Summary

    • 143 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      October 2021 I was charged for a delivery box which was to be delivered in February. It has still not shipped and my request for a refund have been ignored.

    • Initial Complaint

      Date:05/08/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      On 09/03/2021 I ordered Loot Crate's Fallout crate (order *********), which is supposed to ship every even month for a total of six crates. As of today's date, 05/08/2022, I have yet to receive a single crate. My account page currently indicates 5 of 6 orders have been fulfilled. However, shipping information shows that no crates have shipped. On 01/23/2022 I set my subscription status to "cancel after prepaid order is fulfilled" and on 03/23/2022 I submitted a support ticket inquiring about when my order might ship. I received this response: " Hi there, Thank you for contacting us! I do apologize for the major delays you have been experiencing. At this time, we will be updating our customers on the status of their orders very shortly via email. Please continue to check this page for the best shipping estimates, which we will continue to update as we get more information: ******************. Due to the recent events, fulfillment times are taking longer than expected. Our team is limited to the time in the warehouse so your patience in advance is appreciated. Rest assured, you will receive the tracking information as soon as your crate ships. If you need to make any changes to your order(s), please let me know. As a reminder, you can manage your subscription(s) and view your order(s) in your Manage Account page. We appreciate your patience with us during this time." Then, on 04/15/2022 my account was charged for renewal of the subscription. On 4/17/2022 I submitted another support ticket politely and professionally reiterating my disappointment in not yet receiving a single crate from this subscription, as well as my frustration with being charged to renew the subscription after I set it to cancel. I requested a refund for the most recent subscription charge. As for the initial subscription, I just want my merchandise. I received a response on 04/21/2022 indicating my request was being escalated. However, I have not heard back and the charge has not been refunded.

    • Initial Complaint

      Date:05/08/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 had ordered a project from lootcrate, namely a *********'s Wonderlands lootcrate, and they didn't send it. I asked for a refund, and they never contacted me again.

    • Initial Complaint

      Date:05/07/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 been waiting 245 days to receive a crate. They sent it and it went to the wrong address even after updated it before it shipped. It was sent back to their warehouse and when I reached out they told me they would send it back out but due to covid it would be a few weeks. It has been 5 months since that happened. Every time I have reached out i just get told it's due to covid which is a poor excuse since they should have the crate for me that was shipped back. I have asked for a refund and have gotten zero response now. This is absolutely ridiculous and it's not surprising that multiple people are having the same issue.

    • Initial Complaint

      Date:05/06/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      This company has taken my money and promised it would ship in January. Then it was February. Then they sent me an email saying it was shipped March 15th. It is now May and I haven't received anything. I emailed their support team and they never responded. This is ridiculous.

    • Initial Complaint

      Date:05/06/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 at least a dozen times and they still have not cancelled my subscription. We moved and their system would not allow me to update my address this was also addressed as an issue. I have requested a refund as well. Their customer service is atrocious and will not respond in a timely manner if at all.

    • Initial Complaint

      Date:05/06/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 originally paid for the box in November/December and have not received any boxes. I have since switched cards so I wasn't too worried about renewal but it came out via ******. I messaged on the 15th asking for a refund. They responded on the 19th saying that they would move forward with that. I have sent repeated messages asking for the status. It is now May 6th and I haven't heard anything else, don't have the refund, and still haven't received a single box, not even from the first transaction.

    • Initial Complaint

      Date:05/05/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Hello, so I bought a box subscription service based off of a animated t.v show called '******' and you're supposed to get a box every 'X' amount of time. When I first bought it. I didn't get any confirmation of when I was supposed to expect a package, but I shrugged it off thinking that they knew how to run their buisness. I purchased it on the 22 of March 2022 for $60.73. And since then I have tried to reach out, multiple times via email, and all I could get as an answer were automatically generated emails saying that covid set them back and orders were backlogged. That's fine. However they gave a list of boxes that were being pushed back. And the box I bought was not on the list. So I continued to try and talk to someone. They have a 'list' they said and I was in it. But I have my doubts because I got on ******* to see if I could find an answer there, and turns out numerous people are just not getting their packages. I just got an email saying that they are not making the box I purchased anymore so I'll be getting a different one sometime in August. And they will be trying to charge my account come the end of this month. I'll be reaching out to my bank to tell them to deny any charges from their business. I should get what I paid for, otherwise it should be considered fraud. I wouldn't even be going to this extent if they had a support number where I could talk to someone, but they don't, I would seriously appreciate any help and thank you so much, and have a great day! ****************************************

      Business Response

      Date: 06/10/2022

      Consumer Response /* (-5, 8, 2022/06/02) */ No I havent had a refund, and the only email I've gotten from them since, is the same one that prompted me to reach out to you all. An email saying that they don't have what I bought anymore so they said I'll be getting something I didn't want. I also haven't received anything from the business.

    • Initial Complaint

      Date:05/05/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      In March of 2021 I placed an order for 2 loot crate boxes. They were the ************ 3 crate and ******** 4 crate. We have not received the last 3 ******** crates and they have stopped responding to my inquiries about them.

    Loot Crate is NOT a BBB Accredited Business.

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