ComplaintsforSideshow Collectibles

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a sideshow customer for the past 6 years and always had a remarkable experience. However, this changed in the recent days as certain products are only being funded by affirm and not by sideshow layaway plan, which disappeared from certain very expensive items. Affirm is not available for foreign customers and the layaway plan from sideshow disappeared from merchandises which previous had this feature. Does this say something about the company financial health?

  

  Business response

  08/29/2022

  Thank you for taking the time to provide your feedback.

  Not every item offered on the Sideshow.com site is eligible for a payment plan. There are a variety of reasons an item may not be eligible. This is not a new initiative. We recommend contacting customer service directly if you have questions about a specific item.

  Thanks again.

  Best Regards,
  Sideshow 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction -- 09/17/2021 Amount Spent -- $709.50 which breaks down as follows. $60 deposit to reserve, and another $649.50 for the product. Order # -- AAL****2 Business Committed to Provide -- A premium format figure that would be delivered between May2022 and July 2022. Dispute -- The company sent notice that the figure had been delivered but it had not been. So I requested a replacement, and they sent it. The replacement was delivered but in the time between the nondelivered original and the replacement I no longer would be able to keep the product due to a life event. So I requested to return it for a refund which they accepted, they sent the return label, I shipped the product back unopened and undamaged. I then got the confirmation email on July 26th 2022 that the return was received and that they would be processing my refund and to allow 5-7 business days for it to hit my account. I contacted them again on August 9th after the timeframe had passed and no refund had been credited and they informed me via chat they would not be refunding me and have closed my account due to excessive lost packages which has not happened. I just want my money back. Business tried to Resolve the Problem -- The business has not tried to resolve the issue in the least. Every single time I contact them they just repeat they're not refunding me. So not only do I not have a product, they stated they would refund me, and then changed their mind once they had the product back.

  

  Business response

  08/22/2022

  This customer claimed non-delivery on their original shipment despite UPS indicating successful delivery. We opened an investigation with UPS who confirmed successful delivery. Despite this, we sent out a replacement shipment in good faith. This customer then immediately requested to return the replacement shipment for refund. 

  The customer's item was successfully delivered via UPS 1Z675W974********* at 3:07 PM local time on June 14, 2022 to:
   
  J**** ******
  **** ****** ***** DR
  HOUSTON, TX 77045
  
  Proof of delivery for this shipment was provided to the customer. Even though UPS tracking confirmed delivery of this shipment, Sideshow contacted UPS to open an investigation. UPS confirmed successful delivery of this shipment and denied the claim Sideshow submitted. A copy of the claim in which UPS confirms successful delivery a second time was also provided to the customer.
   
  Because UPS confirmed successful delivery of this shipment, Sideshow is not able to issue a refund. Should the buyer wish to return the original shipment for refund, Sideshow can provide prepaid postage so that the original shipment can be returned at our cost for refund.
   
  Sideshow reserves the right to close an account at its discretion for any reason without explanation. Additionally, per our Reasons for Account closure, there are specific scenarios that may result in the closure of a Sideshow account.
   
  https://help.sideshow.com/hc/en-us/articles/206951537-Reasons-for-Account-Closure
   
  As detailed in the above link, issues related to the inability to ensure successful delivery of shipped merchandise may result in account closure.
   
  Of four orders shipped on this account, on two occasions the customer requested replacements for merchandise that was confirmed delivered by the carrier. Sideshow shipped replacements in good faith despite proof of delivery from the carrier. On both occasions, the customer requested to return the replacement piece for refund. For this to happen once on any account would be an incredibly rare occurrence. For it to occur twice out of four orders is virtually impossible.
  
  Should the customer wish to return the original delivered shipment for refund, Sideshow is happy to provide prepaid postage to return the item at our cost for refund.
  

  Should

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first ordered from Sideshow Jan 15, 2021. This was a pre-order and the item was expected to arrive Dec 2021 - Feb 2022 stated in the email i got from them. I paid for the full item up front, a total of $181.90. Months later I was informed that the item would be delayed and that they "expect your item to arrive into our warehouse in Apr-May 2022" and then again, a few months later I got an email saying my order was cancelled. The order was cancelled because I forgot to update my card information to the site, so the shipping fee of $36.94 did not go through. I contacted them about a refund. I let them know the card used to purchase the item was no longer in service, and that a refund sent to it would not work. They said that was okay, and agreed to give me a full refund. I also confirmed this with my bank, that there is no possible way that they could have sent a refund to said card. But Sideshow is claiming that they did send the refund to that card, and that it went through. They provided me with an ARN # after weeks of me talking with them. After I spoke to my bank multiple times, with them finding no trace of this ARN # I went back to calling Sideshow. Sideshow told me over the phone, that they will not help me any longer. I asked if I could provide them with proof that I never got any payment, like bank statements, they refused. I started to talk with my bank again to see if they could get me a refund. My bank was able to find the transaction I sent to Sideshow, I have no item, and no refund, but since so much time has passed there is nothing my bank can do. I called Sideshow multiple times a week for months straight trying to get help, as well as my bank. I am able to forward emails I've gotten from them. I asked Sideshow if they could provide me with copies of the phone calls but they said no, and again, that they will not help me at all. Every time I try to communicate with Sideshow they tell me that their job is done and that they will not help me.

  

  Business response

  08/25/2022

  Thank you for taking the time to provide your feedback. While we regret this has been a frustrating experience for you, all information we have available to us indicates your refund was successfully processed in full to the original payment method. We have reached out directly to the processor and are awaiting their response. We will follow up with you directly once we hear back. Our sincere apologies for the inconvenience. 

• Initial Complaint

  05/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed multiple orders to this business, using their layaway payment program. Most of my orders have been delayed, sometimes over a year. I contacted their costumer support several times regarding this issue, and the only solution given was to cancel my orders, they informed me they would cancel the orders that were delayed and only provide a full refund for those orders. That was two weeks ago, and only partial refunds have been given to me, I contacted costumer support again last week regarding this issue informing them I would contact the BBB, the FTC and my credit card bank regarding the missing refunds, which are in direct violation of their own policies in regards to refunds of deposits on delayed orders. Their costumer support hasn't replied back to my last email so I am proceeding with filing a formal complaint with the institutions I mentioned, not only did they delay these orders multiple times, but they haven't given me a full refund as promised. I have received $908.03 in refunds to my Wells Fargo and PayPal accounts out of $1,089.22 I paid for the current cancelled orders. I also have multiple pending orders this business is still charging me for that they refuse to give a full refund for, as they said the orders aren't delayed yet. They are still charging my credit cards for this pending orders. When I started this dispute I had well over $2,000 in unfulfilled orders by this business, they have a repeating pattern of delays, I have received multiple emails from them informing me there's a new shipment date for any particular order with them, only to have it delayed again. I understand they can have logistical issues fulfilling the orders, but the fact is they have received all my payments without any delay, and I have had such bad experience with them fulfilling anything in time, that pushed me over to cancel all my orders and stop having any business with them. I am attaching all the cancelled orders as well as the multiple emails to them.

  

  Business response

  05/04/2022

  Hello S*******, 
  
  Thank you for your feedback and for submitting your message to the BBB. 
  
  Per your request, all remaining open orders on the account have been canceled and will be fully refunded (including any non-refundable deposits placed). Please allow 3-5 business days for refunds to post. Depending on how old the original transactions are for some of your canceled pre-orders, we may need to cut a physical check. If that is necessary, we will contact you.
  
  I regret that this experience was a frustrating one for you. I am receptive to your position. With that being said, delays of this nature are not uncommon in this industry and hobby. These items have a complex development and production schedule. Our process and ship dates are all based on estimated arrivals (projected ship dates from the manufacturer, when we expect the item to get on the water, when we expect the item to port, etc). Coupled with current supply chain challenges, there are a plethora of factors that can result in a change in the estimated arrival of a pre-order collectible. We have done our best to provide good information and update collectors as we receive new information. These changes in estimated arrivals are just as frustrating to us as they are to collectors who have pre-ordered. Any item that is delayed for any time frame from it's original ETA is eligible for a full refund upon cancellation. 
  
  I understand your assessment that these types of delays are off putting and resulted in your decision to cease business with us. I respect that decision, and we should and could have handled your original request better than we did. I apologize that we failed in that capacity. 
  
  Thank you for your patience. please let me know if you have any other questions. 
  
  Best regards,
  Sideshow

  Customer response

  05/05/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17132145, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Well, I placed an order on 12/28/2021, Paid in full order #AA*****9, the item was in stock and still in stock today. Today is 1/6/2021 more than a week and nothing from this company, no email or anything, I called last wek couple times and nothing, they couldn't tell me what was the deal. I called today 8:30 am California local time and I encountered an unprofecional customer service rep, I asked her to transfer me to a manager and said no, she couln't do it that she has to pass my info so they can contact me later. THIS WAS A GIFT FOR SOME ONE, this ppl messed up,

  

  Business response

  01/31/2022

   

  Thank you for taking the time to leave a review.

   

  We are in the process of resolving this matter directly with the consumer. A chargeback dispute was filed which complicated the matter. 

   

  Best regards,

  Sideshow

  
  

• Initial Complaint

  12/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In August of 2020 I placed a order with Sideshow collectibles. They were nice about making installment payments. Since my Oder due date wasn’t until Nov/ Dec 2021. I paid in full for my order in a month and a half. I saw the other piece to the order I made in August. I placed a second order in September of 2020. Both pieces shipping dates Nov/ Dec 2021. I’ve inquired about my orders several times. No one has a answer. The customer service droid is only good at making you angry. It has some smart mouth answers. There are 5 day left for at least 1 of my orders to be on time. I noticed on my orders. The August 2020 order has pushed to February of 2022. I’ve tried to contact their customer service. No reply! Has this country lost their “Accountability”? You provide a service and you set delivery date. You meet it or if it’s delayed? You put your company and yourself accountable. With a Apology and coupon/gift, you set your next delivery date and meet it! These people are not honoring their “Guarantee” . One year and Four months you can’t deliver and you’re continuing to take orders. These companies should be accountable for their word. No business ethics! P You company was paid in full for both orders!

  

  Business response

  12/27/2021

  Thank you for taking the time to provide your input. 

  With high end collectibles of this nature a significant amount of effort goes into the planning, design, and production process. While we make every effort to ensure the most accurate arrival estimates are posted, changes in the estimated arrival of an item while it is in pre-order status do occur. We post the most up to date information we receive from the manufacturer as soon as we can. and notify customers any time there is a change in the estimated arrival date. It's not lost on us that changes in the estimated arrival of a collectible can be frustrating. Many of us are collectors ourselves and understand the disappointment that can result when an anticipated item has a change in estimated arrival date. There are many factors that can impact arrival dates and it is not uncommon for these estimated dates to change. In this instance, Sideshow isn't producing these figures themselves and has no control over changes in estimated arrival date that occur while an item is in production. 

  Should you not wish to wait for these products to ship, you can cancel at any time and receive a full refund. 

  Thank you again for the feedback. 

  Best regards,
  Sideshow Support

  
  

  Customer response

  01/02/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16399734, and find that this resolution is satisfactory to me.
  
  Regards,
  
  D**** *******
  
  
  After this order and another order failed to ship on time. The original order was delayed for the second time till February-March ship date. The second order was delayed also. I decided to quit while I was not completely Pissed off. 
  I took Eric up on his offer of complete refund. I’m just wanting to see how long this takes. I do hope this goes up on your website. I know there are a lot of complaints. When ordering something this expensive? People should see what company is using your money. My advice to anyone using this company. Only “In stock” and “Shipping now”. No preorders or waitlist. That’s startup money 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled a collectable order on 12/07/2021. 5 days later I do not have a refund for the payments I made towards to collectable item before I canceled. I ordered through Affirm, according to Affirm they are waiting on sideshow to release the funds so I can get my money back. I need Sideshow to release the funds or confirm that they have already released the funds so I can show Affirm. I keep being sent back & forth between the two businesses. 

  

  Business response

  01/28/2022

  Hello,

  Thank you for taking the time to provide your feedback. 
  
  The order in question has been issued a full refund and the credit should post within 1-2 business days.

   

  Best regards,

  Sideshow Support
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/1/21 I contacted Sideshow via social media to express my disappointment on two canceled orders. I have paid my orders as agreed every month and on the last payments of the said orders AAK****5 and AAH46111 Sideshow canceled orders for declined credit cards. My CC has over $25K available and I even called my CC and they stated they had no attempts from Sideshow. In Sideshow canceling my order, they kept my deposit and caused hardship as these items were gifts. I called their rep and expressed disappointment in their service as this has never happened to me. Sideshow provided me a robotic response about their policy without taking the time to listen to my concerns. I stated if my business was not welcomed then I will cancel my open orders (5 to be exact) and I will forfeit my deposit. Sideshow chose to retaliate by closing/locking my account before any refunds could have been made therefore locking me out of being able to view my orders and the refund amounts. Furthermore by closing/locking my account, Sideshow has also compromised my private information which also includes my address and payment information without explaining how they will delete it or safeguard it. This is very disappointing and rather childish for a business to conduct and abuse their customers in this fashion especially since I have spent over $20K with sideshow over a 10 year period. By closing my account they have also denied me the use of my rewards in the amount of $96

  

  Business response

  01/28/2022

  Hello,

  This customer's account was reinstated and refunds were processed for canceled orders. 
  
  We regret the misunderstanding. 

  Best regards,

  Sideshow Support

  Customer response

  01/28/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16350164, and find that this resolution is satisfactory to me. I’d like to thank all involved for their professionalism and attention to detail. They earned my business back. Thank you Sideshow 
  
  Regards,
  
  J*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩