ComplaintsforKelly Toys Holdings, LLC

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 28,2022 i purchased online a 4 pack mystery squishmallows. I only received 2 of the 4. They have not refunded me anything. Im offering to send the 2 i received back and now they want me to pay the shipping and the return shipping for their mistake.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/30) */ Dear Better Business Bureau: ********** has received this consumer's Better Business Bureau complaint dated June 22, 2022, regarding her order of Squishmallows products from our website. As the consumer described in her complaint, she placed her order on March 28, 2022, but upon receipt, only 2 of the 4 products were included. This order mistake was due to a technical error involving our website which we were aware of and was soon fixed. Please note that there is some slight confusion regarding the background. While the consumer mentions she had reached out to us 4 times prior to this conversation, we had only one prior contact on record from April to which we responded but she did not receive it. Also, though the consumer has reported to the BBB that we asked her to pay for the return shipping, our understanding is she initially rejected our offer of a FedEx return label and said she would pay to return the two products herself. Subsequently, she withdrew her offer to pay the return shipping and then contacted the BBB. Please know that as part of company policy, we would not ask consumers to pay return shipping for an incident such as what occurred here. Regardless, we have been in constant contact with the consumer and have been happy to work with her to resolve this situation to her satisfaction. As noted, she wished to return the products she received so we sent her a prepaid FedEx label to do so. Per her latest message to our team, she intends to ship back the products by tomorrow (June 30). Finally, and consistent with our policies, our team will be issuing her a full refund since the products are being returned. As customer satisfaction is of the utmost importance to **********, we work to make things right with our consumers. We believe that our open communication with this consumer and our issuance of a refund will accomplish this. As a result, we request that the complaint be closed with a positive resolution on **********' behalf. Thank you. **********

• Initial Complaint

  04/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered two items from the Squishmallows website. There was an initial error with my address autofill so I messaged them and got a reply from an agent confirming my order and that address was ok. There was a note in the confirmation email that said to expect shipping delays up to 2 weeks. I waited and waited, and after 2 weeks, finally checked in. An agent told me via email that my whole order was actually "a glitch" caused by their website saying they had stock they didn't, so it was cancelled and they refunded me. I've never had this kind of thing happen before, so I asked about it in a Squishmallow Facebook group and many others said they had similar things happen with cancelled, delayed, and missing orders with the Squishmallows website. These items are really difficult to find and I waited so long just to get nothing. They should have let me know sooner or offered replacement suggestions and/or a credit in addition to the refund to make up for it. I'm concerned something strange is going on since this has apparently happened to many other customers over time with a major company. This is very upsetting and disappointing. I'll probably never be able to get these items and I'll never order from their website again.

  Business response

  04/28/2022

  Business Response /* (1000, 5, 2022/04/21) */ Dear Better Business Bureau: Kelly Toys has received this consumer's Better Business Bureau complaint dated April 15, 2022, regarding her attempted order of Squishmallows products from our website. As the consumer described in her complaint, she initially placed her order on March 25, 2022. She communicated with our Customer Service team multiple times after that regarding her address, order status, and regrettably, to discuss the cancellation of her order due to a technical error on our website. She was understandably frustrated, but our team continued to discuss the issue with her in a sympathetic manner. As a result of this order cancellation, and consistent with our policies, our team issued her a full refund. Any other consumers affected by this issue were also notified via a company email and issued full refunds as well. As customer satisfaction is of the utmost importance to Kelly Toys, we work to make things right with our consumers. We believe that our open communication with this consumer and our issuance of a refund accomplished this. As a result, we request that the complaint be closed with a positive resolution on Kelly Toys' behalf. Thank you. Kelly Toys Consumer Response /* (2000, 7, 2022/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order, for Squishmallows, on October 24th. I received confirmation on November 3rd that my order had shipped. Since then, the shipping status has not changed. I have made multiple attempts to contact the company and have gotten no response. I want a refund for the items. I attempted to create a lost package claim with FedEx but was told the shipper had to do that. I am beyond frustrated at this point.

  Business response

  02/15/2022

  Business Response /* (1000, 9, 2022/01/13) */ Dear Better Business Bureau: Kelly Toys has received the consumer's Better Business Bureau complaint dated December 1, 2021. The consumer placed her order with us on October 24th and was shipped via FedEx on November 3rd. Unfortunately, based on details from the FedEx tracking manifest and confirmed by the consumer, we understand that the shipment never arrived and has been in a "Pending" status. Our Customer Service team reached out to the consumer about this and is currently checking with our team regarding a replacement product. As customer satisfaction is of the utmost importance to Kelly Toys, we work to make things right with our consumers. We are awaiting her response but believe this proposed solution will satisfy her considering the circumstances. As a result, and in anticipation of this, we request that the complaint be closed with a positive resolution on Kelly Toys' behalf. Thank you. Kelly Toys Consumer Response /* (3000, 11, 2022/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) These items were intended as Christmas gifts. I no longer want/ need them so I want to be refunded. Business Response /* (4000, 14, 2022/02/04) */ Dear Better Business Bureau: As an update to this complaint, the Kelly Toys Customer Service team confirmed that they were in contact with the consumer today, January 19, 2022. We have issued her a refund per her request to us and as she reiterated in her update to this complaint that is also dated today. Since her latest update here indicates that she "DID NOT accept the response from the business", we ask that the Bureau follow up with the consumer, and once confirmed, we request that the complaint be closed with a positive resolution on Kelly Toys' behalf. Thank you. Kelly Toys

• Initial Complaint

  11/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was at sheetz and bought a mini surprise squishmallow and i opened it and it was empty. I got this from a Sheetz location and i spent 7.99 on this, i am not happy.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/15) */ Hello ******** I apologize for your disappointment. Please forward a copy of your receipt from Sheetz, and a picture of the item you purchased to ********************************* and we will be able to follow up and get this resolved for you. Thank you again for your patience.

• Initial Complaint

  11/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased an item for my daughter online on ********* She received the confirmation email with the Order #XXXXXX. After 2 weeks I logged into the account and it shows no orders in the order history. There is no phone number to call on the website so I sent 7 emails since ********* I called my bank and they had a phone number attached to the transaction so I have called that number weekly leaving messages. I have not received any call backs or emails. I have not received my order, I have not received any updates on my order and at this point I just want my money back, the order cancel and I will never do business with this ate again.

  Business response

  01/03/2022

  Business Response /* (1000, 8, 2021/12/15) */ Hello *************, I apologize for the frustration you experienced, per the notes I received from our consumer team, they received and responded to your email messages promptly. I have received copies of your messages from 10/22 (responded 10/22), 10/26 (responded 10/26) and on 11/7 (responded to you on 11/8). Per your last email direction and request on 11/8, your order was canceled. Your monies were refunded to you. Please see attached documentation as reference. Business Response /* (-10, 9, 2021/12/15) */ Business supplied email: ********************************* Use this address for this or any future complaints, but nothing else

*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. ↩