Complaints

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:12/17/2024

  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.

  In March of 2024, Trick or Treat studios began taking pre-orders for a Ghostbusters No Ghost Light-Up Sign. When consumers placed their order, they were billed immediately, but informed that the item was scheduled to ship on or around October 13th, 2024. October 13, 2024 came and went with no shipment. Consumers were never notified of any delay. Instead, you had to go back to the listing page for the item, to then find it had been pushed back to December 15, 2024. Once more, as that date approached, it got delayed to December 18, 2024 (and consumers were never notified of the delay). Now with that date quickly approaching, when you return to the product page, it now states that the product should begin shipping on January 31, 2025. Once again, no one that pre-ordered this item has ever been emailed about these delays, nor given any explanation or reason. Trick or Treat studios has two other expensive Ghostbusters decorations that have suffered the same countless delays, with no communication to the consumers. I believe this company is being deceitful, and will not deliver any products as promised. I advise all ***************** who placed pre-orders for the Ghostbusters items from Trick or Treat studios to contact them and demand a full & complete refund, before they have a chance to file bankruptcy and run off with our money.

  Business Response

  Date: 12/17/2024

  Our apologies for any frustration. As indicated on the product page at time of purchase pre-order item ship dates are estimates and these dates are subject to change. We make these estimates based on the factory information and scheduled shipment statuses at the time of the preorder launch. Unfortunately there can be impacts on production and delivery time frames which can not be predicted. We pass on delay information as it becomes available, but it can change month to month and sometimes week to week. These updates can sometimes come to us last minute in many cases, as things like container shortages at a port can cause as much as a 3 month delay. Please be assured we respect the investment made to place an order and we take your order very seriously. Unfortunately we do not have control over the delays. Our team is monitoring the situation and taking any action possible to arrange the soonest delivery possible. We appreciate your patience and understanding.  

• Initial Complaint

  Date:01/25/2024

  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.

  Ordered an item (so did numerous other people) order was confirmed and money was collected, the next day myself and many others got an email cancelling our order saying it was a glitch and to add insult to injury I was *********** will take up to 10 business days to be refunded (it did not take me 10 days to send the money so myself and others should be refunded immediately)

  Business Response

  Date: 01/26/2024

  We apologize for any inconvenience or disappointment you experienced.  Unfortunately the item you purchased during the glitch is not available because it is a discontinued item.  We did our best to catch the error as quickly as possible and to process refunds immediately.  Your refund was processed immediately.  We say it can take **** business days though because your credit card company may not reflect the refund immediately even though it has been processed.  We apologize for any confusion cause by the wording.

• Initial Complaint

  Date:09/29/2023

  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 ordered over 2 mobnths ago. THE TEXAS CHAINSAW MASSACRE 2 - CHOP TOP MASK SKU: CDRL105 And I still don't have it.Please send asap or give me a refund.

  Business Response

  Date: 10/04/2023

  Thank you for reaching out.  Order ****** placed September 15th containing The Texas Chainsaw Massacre 2 - Chop Top Mask has shipped.   Hopefully you received the automated shipping notification that was emailed to you.  If you did not, the tracking number is 92055903332000300006117254. Sometimes they get filtered a s spam or junk.  Thank you for your patience and understanding.

• Initial Complaint

  Date:12/29/2022

  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.

  On 12/7/2022 I preordered a Ultimate Chucky Doll which was due to release 12/16/2022 . On 12/14/2022 Trick or Treat Studios issued out a mass email to all customers that preordered said doll and stated that due to shipping port issues they had to change there release date till 1/15/2023 . I did a little research about the availability of doll I saw that it was available for sale in ********* at a vendor they do business with figuring Trick or Treat Studios also wholesales to stores worldwide . So I requested a full refund which they refused to give me stated I have to pay a 15% fee due to cancelling my order . But the reason of the cancellation of the order was due to Trick or Treat Studios not fulfilling the preorder contract with was release to all customers by 12/16/2022 but this made sure overseas vendors have there products for sale which I've purchased and already have in my possession now 12/28/2022 . All I wanted was a full refund due to they couldn't hold up there end of the bargain for us American customers and not penalizing customers with a 15 % fee when a customer cancels a order that they ( ********************** ) change the date on . You can't change dates of releasing something to consumers and not expect people to want a refund .

  Business Response

  Date: 02/01/2023

  We apologize that you were inconvenienced by the port delay. The limited and improper release and shipment from the distribution partner in ********* was addressed with the distributor directly. Our return policy detailing that all order cancelations will be charged a 15% cancelation fee is listed in the *** section of the website to ensure that all customers are aware of the policy before choosing to place an order with us. There are no exceptions to this policy. It is also detailed in the acknowledgment box at check out that the estimated delivery dates are estimates and subject to changes. We do our best to update all of our customers as soon as we we receive updates by emailing them with the new information.Thank you for sharing your feedback with us so we may continue to improve our services.

• Initial Complaint

  Date:10/24/2022

  Type:Product 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 ordered a product from this company order number XXXXXXXXXX on September 20th and the website plainly said that the product would ship October 5th. October 10th I requested a shipping update and was told they would look into it and get back to me. It is October 24th and I have messaged twice and gotten no response. I have asked to be refunded my money and this business has been completely unresponsive. I want an immediate refund

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2023/01/04) */ Our apologies for the delay in response from our support team. We have investigated and found your email request came in 10/16, during our busiest time of the year and our new support team member experienced an error escalating your support request. The request did not get flagged in the system as it should have been, and for that we apologize. We appreciate you taking the time to follow up with us as we found your follow up email was replied to within 10 minutes of it's receipt and you were given a full refund as you requested. Please be assured under normal circumstances all responses are given within 1-3 business days. We will use your feedback to further improve our processes as we are always striving to find the best ways to support an excellent shopping experience. Consumer Response /* (2000, 7, 2023/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for responding finally

• Initial Complaint

  Date:06/24/2022

  Type:Customer Service 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 bought a mask from this company that was absolutely pathetic. I posted a picture of it on social media and the comments from other people were that the mask was absolutely pathetic and they couldn't believe how bad it was. I laughed at it. The company contacted me and began harassing me and insulting me relentlessly because I posted an honest picture of their product. I didn't tag them or file a complaint with them or anything - other people did. Regardless, I didn't deserve the harassment. I filed a complaint with the *** at the time and was contacted by company and offered a job, believe it or not! So stupid me withdrew the complaint and waited a year. Then when I finally contacted them again they acted like they didn't know who was, so I figured I'd refile the complaint. Thanks.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/29) */ Thank you for reaching out. We apologize that you had a negative experience when you purchased with us. In the past 4 years since your order was placed, we have a newly developed Customer Support department to avoid such experiences and ensure timely resolution to any product defect or general order issue. Since this took place before the development of the Customer Support department, we cannot confirm what representative contacted you but we can assure you that they are no longer involved in Customer Support or Social Media management. We have no intention of contacting you, per your request here, but please reach out with any further concerns through our "Contact us" link on the website . We are happy to block your accounts on social media and remove you from any email lists to ensure no one contacts you for any reason. We would just need your information to do so. Thank you for sharing your experience with us so that we can better assist our customers in the future. Consumer Response /* (2000, 8, 2022/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yeah, that's cool and all, but between the time of my complaint and this generic response, they still managed to ****** me, find my **** store, and report it. I literally got a notice from **** two days after my complaint was filed that named the owner of this company as the person who reported. But whatever. Good riddance. Also, they know exactly who was sending the text messages...and so do I. But again, sure, whatever.