Complaints

This profile includes complaints for Kings Loot LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kings Loot LLC

  Colorado Springs, CO 80907-3539

  
• 

  Kings Loot LLC

  PO Box 63111 Colorado Springs, CO 80962-3111

  

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:04/11/2025

  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.

  I placed an order and when I received the confirmation, realized I had ordered the wrong size. I immediately attempted to make contact with the company but no phone number is listed. Tried the chat and support email ad was told via automated response that my only option was to return the item. Because I asked for engraving it is non-returnable. So I will be receiving an engraved iPhone case that I can't return because they have no humans working in customer service.

  

  Business Response

  Date: 04/14/2025

  Hello *******,

   

  We understand your concern about not being able to edit your phone case after it was placed.

  Unfortunately our system has limited abilities to edit orders after they are placed and we have a fast shipping team.

  We do our best to communicate this through our cancellation policy in checkout you can review we have attached it.

  Also upon communicating through email you are wanting to return the tech pack that is not engraved you can do so through the portal.

  Our resolution is a new phone case at no cost and we are pending your response.

   

  Thank you,
  Kings Loot

• Initial Complaint

  Date:04/09/2025

  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.

  5 March - I ordered 3 wallets from KINGS LOOT online for my son's birthday on ********. I wanted to give him a choice. We celebrated his birthday on ********. ************ hrs - I received the wallets in the mail.30 March celebrated son's birthday - he chose one wallet.******** at 1339hrs- I sent an email to KINGS LOOT asking how to return 2 wallets. No customer service PHONE is listed. not easy to find how to do a return - I believe this is intentional - to make it difficult. 31 March at 1340hrs - KINGS LOOT auto replied with instructions to return wallets....I started to do the return but the return is very complicated and required photos and confirmation- I did not have time to do it.7 April (within the 30 day return policy-but to be honest I was not aware of the policy-not publicized-again I believe by design) my son reminded me to do the return. I clicked the link and started the return uploaded photos when through it all 6 separate times. Each time it asked if I wanted a RETURN credit or return warranty exchange - there was no option for a return and credit to my credit card.7 April 1802 hrs I send an email to KINGS LOOT asking them for help. NO reply 7 April 1839hrs I send another email to KINGS LOOT asking for help. NO reply.8 April at 0812hrs KINGS LOOT replied saying it was past the return date of 30 days. I have sent them numerous emails asking them to issue a return.....again stating I tried to do the returns - email on 7 April asking for assistance.9 April 1049 hrs KINGS LOOT email refused to grant an exception - which is ridiculous. I have the email chain asking for assistance, they have the emails.......NOTE: one wallet I want to return is in the original selofan wrapping, NEVER opened. The second wallet I want to return is opened - new, never used, I still have all the original wrapping paper...even the selofan and they WRAP everything ...I mean EVERYTHING....excessively....again I believe this is to make it hard to return.

  

  Business Response

  Date: 04/09/2025

  Hello *******,

   

  We understand your concern about getting an exception on your return. 

  We have attached the return policy for our 30 day return policy. 
  
  Your first initial contact was on March 31st. And we responded with instructions on how to return. 
  
  Your response to our March 31st interaction was on April 7th. This was the deadline meaning the day to enter the return request wouldve been April 6th. 
  
  We can't get you an exception on the return but we can see if we can get you store credit as long as the products are not used.
  
  Simply email our support team if you would like to take advantage of this offer.

  
  Thank you,
  Kings Loot

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising 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 attempted to submit a return and refund request for my order within the 30 day company time limit. Upon doing so, it only ever allowed me to select an option to exchange. No return and refund was ever offered. So I emailed to get further assistance. The only email response I got sent me the same information had already gotten from the online process. No further help. Now that Im outside of their 30-days return window, no one will help me with a return and refund. I have repeatedly stated my situation and that the items in my order are completely unused and unopened. Still, no help.

  

  Business Response

  Date: 03/05/2025

  Hello *******,

   

  We understand your concern about your items within the 30 day return window.

  We have reviewed your order and it was ordered on November 24th so the cut off for a return was December 24th.

  Your first initial reach out for a return was on January 3rd and there is no return request in our system.

  Unfortunately, we cannot accept any returns outside the 30 day return window.

  As courtesy we can possibly extend a $50 store credit for your next purchase.

  To claim simply reach out to support.

   

  Thank you,

  Kings Loot

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising 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.

  Website had a pop up that said insert your email and receive a 40% voucher off your first purchase. After waiting for over an hour and not receiving the voucher I placed the order with the expectation that the offer would arrive overnight and I could apply it the next day. The voucher arrived and the company refused to apply the discount. There was also an option to sign up to receive free shipping and also another to add your phone number to receive free shipping. I signed up in ****** with a Canadian address and added my CAD phone number to receive free shipping. Afterwards at the top of the website it said I would receive free shipping. Exactly 20 SHP not USD was charged for shipping when I live in ****** and duties were applied to the order total in SHP. The website policy clearly states no duties will be charged. This was not the case and duties were charged in SHP. The website states in its policy that all orders will be charged in USD. When I reviewed my order the next day it was apparent my order was charged in SHP, causing me to incorrectly see the total price. After initially blaming me and my card/payment method they acknowledged they use ******* who can change based on location. My ip address, credit card/payment method are all Canadian. Other outside orders were processed the same day and way. This was not done my payment method, was replicated to show the error. The total of my order should have been 151 SHP(still not sure why this is what is shown) yet I was charged 240 SHP which is 440 CAD. Significantly more than I was willing to spend. Even thought they have broken their own policies they refuse to stop the order and are saying they won't refund me my shipping and I will need to pay another shipping fee to return the items which were charged incorrectly. A final note, they say their website is running correctly yet after placing my first order, I received an email stating I will receive 30% off my first order which will automatically be applied.??

  

  Business Response

  Date: 03/04/2025

  Hello,

   

  We understand your concerns and will do our best to explain and attach as many images to show where policies are located.
  
  1. 40% Discount - This offer is a limited time offer that expires in a few hours. It is unique and cannot be extended or applied to past orders. (Please reference attached policy located in our support menu)

  2. Free Shipping - Free shipping is ONLY applied to domestic orders. (Please reference attached shipping policy located in the footer menu, support menu, checkout terms and conditions. 

  3. 30% cash back offer - This offer is NOT a one time discount code. This offer will give you 30% back or an option to get 15% back in gift card 30 DAYS AFTER PURCHASE. So first purchase has to be full price.

   

  Sorry for any inconvenience but please reference all attached policies.

   

  Thank you,

  Kings Loot

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23015804
  
  I am rejecting this response because: There is false advertising with regards to shipping. Even after entering my Canadian phone number and adddress it still said and continues to say free shipping activated. I would not have place the order if shipping wasnt free as with free shipping I could have returned the product for this very reason and not be out any money. The 40% came up when I first visited the site and specifically said off your first order. The 30% offer does not work and does auto apply as this is not my first order. The order was charged in *** not USD as stated in their policy. Pictures were already attached to prove the points above. Adding photos to show that the 30% first time discount code doesnt work. Pictures also again show the currency being charged is SHP. Im in ******, Im using a Canadian payment method and have a Canadian IP address.
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 03/05/2025

  Hello,

   

  We have never had a first time 40% pop up offer.

  The offer you are referring to is a post purchase offer.

  Shipping policy and editing and changing order policy were attached in last response.

  Unfortunately there is nothing we can do for you.

  
  Thank you,

  Kings Loot

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 2301580Youre not being truthful. Neither the 30% or the 40% works and both were supposed to be first purchase. Pictures have been provided stating 30% off your FIRST PURCHASE! That email has never worked, why? Of course, I didnt think of taking a picture when first signing up, thought this was a reputable business. Why is there someone else on a review stating the exact same thing as me just days before I placed my order. 40% off, same thing. So who is lying about no pop up for 40% off?  You agreed to work with them in your response but they never changed their rating so Im guessing they never received a satisfactory response! Below is the review.

  I was suckered into buying this product with a 40% discount for signing up. When it didnt get applied to my purchase I contacted the company and they said sorry you missed out. Maybe you can use it on a future purchase. I said I would not be back. They also wouldnt allow refund for cancellation even though this all happened within minutes. 

  Date of experience: February 13, 2025
  
  Reply from Kings Loot LLC
  Feb 24, 2025
  We truly appreciate you reaching out, and we want to make this right for you! Our team is here to help, and we'd love the chance to find a resolution that leaves you feeling valued. Please get itouch with us directly, and well do our best to turn this around for you.

  What about me being CHARGED in the wrong currency? This is against your policy. Processed and CHARGED are not the same! Why am I charged 20 SHP for delivery, not processed CHARGED? 

  You made the website not me. Your website says free shipping after I entered my Canadian details. Every other website Ive done this on informs me shipping is not free to my destination after entering them, not you apparently! False advertising, despite what your policy says. If not free it should direct me to the policy not say congrats you unlocked it.

  Customer Answer

  Date: 03/25/2025

  [[BBB transcription via duplicate complaint]]

   

  Problem:
  Said I had unlocked free shipping after providing Canadian address, then charged me 20 SHP(Saint Helena ****** instead of Canadian dollars for shipping. Charged whole order in SHP, charged not processed! Said I would have 40% off first order for signing up but email arrived after putting in the order then got a second email saying 30% off first order. Refused to apply either to the first order and said it was for the next order even though the email would not apply to any order afterwards. Refused to cancel the order and now even though the package is in its original shipping packaging and unopened they will not respond on how to send the item and get a refund even though I have an email saying I can return and will be refunded. Now trying to only offer store credit. What dont you understand? I dont want anything from your website or company just my money back! Its disgusting the way this company operates! Said they cant do refunds or adjust orders but an individual said they refunded them some money and the company acknowledged it. Also cant submit negative review on their website just loads forever. Waiting over an hour for a reply in the chat on the returns section. There is absolutely no help when talking to customer service. I dont want anything from this website or your products, just my money back! I dont want store credit. What is going on here. Constant false statements. I want the amount you charged in (SHP)Saint Helena ***** me minus the 20 SHP for shipping. Copied from an email they sent me If you still want to return, please CLICK HERE. PLEASE NOTE: Our return process is a 2-step process: We will review the photos and issue a return label. The final decision for refund will be determined by IN PERSON CONDITION. Meaning getting a return label does not mean you are guaranteed a refund. See where it says refund TWICE, so no I dont want STORE CREDIT. This was sent knowing Im Canadian. So do you honour your email statements?
  
  
  Desired Resolution:
  Refund

  

  Business Response

  Date: 03/25/2025

  Hello ******,

   

  We understand your concerns and we are happy to explain and show where everything is stated:
  

  1. Applying Discounts to a Purchase - This is stated on our FAQ and in our discount policy and we have attached above. We cannot apply discounts or edit orders after they are placed.

  2. Shipping for International orders - Free shipping only applies to domestic 48 states excluding ****** and ******. So shipping will be applied and charged accordingly. Have attached above as well.

  3. Returns policy - International orders do not qualify for returns. SO our team offering store credit is out of courtesy and is NOT policy. Have attached policy above.

  So therefore if you would like to take advantage of that store credit you are free to do so however this order is FINAL.

   

  Thank you,

  Kings Loot

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23015804
  
  I am rejecting this response because:you keep sending false statements and making false promises. My original complains was for shipping not being free as stated on your site after providing my information. In an email exchange after stating all this I was then told I could return for refund with your company very well knowing that I was in ******. Now for you say I can only get store credit.
  

  Why send the email stating I can get a refund?
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:02/24/2025

  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.

  I Purchased a wallet advertised on TV. The order # was ******, but my husband didnt like it. I tried to contact them by Email & using their Chat program, but got nowhere. I want a refund, but other than congratulations on purchasing their product, cant get a response!

  

  Business Response

  Date: 02/25/2025

  Hello,

   

  Sorry to hear that this product is not working out for you!

  We did respond to your previous email on February 19th with the link instructions on where to place a return request.

  To place a return request please go to ********************************************

  Once you open the request we will review and then send a shipping label.

  Once we receive the product back we will issue a refund.

  Let us know if you have any questions or concerns.

   

  Thank you,

  Kings Loot

• Initial Complaint

  Date:02/23/2025

  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.

  I bought two mag wallets for my son’s for Christmas opened up one he put 3/4 cards in the wallet cannot get them out. Ihad to get a pair of pliers to retrieve the credit cards out of the wallet tried to return them. They would not accept the return. I told them ******* did not meet my son and needs

  

  Business Response

  Date: 02/24/2025

  Hello *******,

   

  We understand your concern for your return not being accepted.

  Happy to clarify. Upon reviewing your order we see you purchased two items that are under the $50 threshold.

  Unfortunately our policy is that all items under $50 are final sale. We have attached your order and return policy.

  We can't extend a refund however we are happy to extend a $50 store credit as store credit that we can apply to your next order.

  To claim simply reach out to support and we will apply that to your account.

   

  Thank you,

  KIngs Loot

  Customer Answer

  Date: 02/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******.   The order was over $50. I sent you the receipt it was for $86 so that idea of $50 does not gel.

  

  Business Response

  Date: 02/26/2025

  Hello ******,

   

  Please advise and review return policy.

  Our policy is that individual items must be over $50 to qualify for a return as explained in previous message.

  Your first mag wallet is $49 and then your second is $29.40 making these not qualify.

   

  Thank you

  Kings Loot

  Customer Answer

  Date: 03/02/2025

  
  Complaint: ********
  
  I am rejecting this response because: what I was originally told it was $50 per order and I had over $50 on my order. I had one order they’re playing games with items now they’re saying each item that’s not how I was explained it was per order. My order was over $50.
  
  Sincerely,
  
  ******* ****** 

• Initial Complaint

  Date:02/21/2025

  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.

  I ordered a wallet for Christmas for my husband. When it arrived, it had a scratch on the leather. I emailed them as there is no customer service phone number. First I asked for a replacement and while waiting for response we decided to return for refund. We were within the return time. I got a return label and another wallet arrived out of nowhere after I said we just decided to return with the order number. We emailed again and cannot get accurate response (almost seems like they are using AI). We shipped both wallets back (within the allowed time) and after a week or maybe two (cannot remember) the package was returned to sender - refused. My husband emailed them today again with the order number as we have now spent more money with the return shipping. They said its too late to return and we cannot get anywhere with this. The wallet was over a hundred dollars plus the return shipping now. We would like a refund of the cost of the wallet but cant get through to the company to resolve.

  

  Business Response

  Date: 02/24/2025

  Hello *****,

   

  Sorry to hear that you were not getting a response!
  
  Upon reviewing the notes and emails looks like your return package was sent back due to the incorrect label being used.

  The return confirmation that we send to you states that only labels that we issue will be accepted.

  This return has expired but if you can please print the label and send it with the correct label we can possibly open the return.

  Or we can offer a replacement and reship that at no cost! Let us know what you would like!

   

  Thank you,

  Kings Loot

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  [[BBB transcription via email, see attachment]]I ******** ******** ordered 2 Passport Wallets and 2 Trackable bag tags from Kings Loot on 11/23/2024. I was provided the option to Engrave Letters and Emojis. The Engraving option I chose was and I quote, ******** ??***** and ******** ??You ; ***** ??******** and ***** ??You respectively. On 12/23/2024, I reached out because my Shipping says 3-5/7-10 business days and havent received my product yet. Then they told me the truth that there Machine cannot do Emojis Engraving. I told them Engraving was the main reason I ordered from them and it was an option on the company website and I paid for it. I asked for refund and they apologized. We agreed to send the product without the Emoji but with the name. When I got the product February 2025, The Emoji was removed but the You was left and the names message the gift was supposed to pass across as a gift was destroyed. Also, I felt if a company offers a product on the company website and a customer ordered or purchased the product, if the customer discovered the product Was a False product by not including what was advertised, the customer deserves a refund or the actual product he or she paid for. Also, I discovered the company Altered Information on the email screenshot they sent to me as well. If they are not hiding something or information, The information shouldnt be Altered. I will attach pictures and evidence of what I ordered and what I got back from the company. Also, I discovered the company has a phone number and the phone number is attached to Mr ***** ******.He is the operational manager. But when you call the number, it goes straight to voicemail and ask you to send an email to **********************************

  

  Business Response

  Date: 02/20/2025

  Hello,

  
  We understand your concern about your package and the engraving.

  For your first initial package looks like it was either lost of delivered to wrong address.

  But second package was delivered on February 10th.

  According to the screenshot attached above we reached out on December 23rd the very first time to let you know that the emoji we would not be able to engrave.

  Your confirmation was to remove emoji and engrave the rest.
  
  There was not instructions to remove the "you."
  
  We do not assume or imply when engraving we engrave what is exactly asked since most engravings are intentional and are not mistakes.

  We see our rep has offered you a potential discount on a brand new order.

  But to conclude you received your package and your received it exactly as you requested.

   

  Thank you,

  Kings Loot

   

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22966263
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 02/24/2025

  [[BBB transcription via phone call and email]]

   

  The business response said they gave me a Potential discount , can they let you guys know what the potential discount is? That way its shared to you and myself?
  
  I am a customer and I want you guys to please address this issue of the company making me pay for a service allegedly offered and after payment from a customer, the company decided to tell the customer they dont offer the service paid for.
  
  I can get a passport wallet and a luggage tag anywhere. The main reason is the engraving and emoji.
  
  And if the company cant fix my order correctly, I believe I should be compensated and it should be open for you guys to see and it should be fair.
  
  Also, I appreciate you guys if you can see things from me a customer angle. This is a total fraud. If the option is available for customers to select or pick while ordering a product, if you telling the customer you dont offer such services, then the customer deserves a big compensation.
  
  The gift is not valid as you can read was was written on it and what I ordered. 

   

  Consumer stated the potential $15 discount is not acceptable considering the time the order was placed, the amount spent, receiving confirmation of the order including the emoji and taking the money. There are no indicators on the website that emojis can not be used and confirmation was sent after the order was placed without any notice of an error. The emoji stands for love and if the emoji could not be added the "you" should have been removed also as it only works with the emoji in the middle. 

  If the business can not refund the order in full, the business should provide the order correctly and resend with ******* on the black luggage tag and passport wallet and "Adeyinka" on the brown. This order was to be a gift. 

  

  Business Response

  Date: 02/24/2025

  Hello,

   

  We understand you are still not satisified with the response.

  However we have fulfiled your order based on your acceptance. And it was shipped and you received it.

  For the $15 off we can apply a $15 store credit for the future but we cannot apply to any past orders.

   

  Thank you,

  Kings Loot

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22966263
  
  I am rejecting this response because:

  $15 dollars towards a new purchase isnt acceptable.

   I was robbed and defrauded of my initial order.

   I paid for a an option that was available for me to choose from.

  if the company wasnt producing products with correct Engraving, why was it available for customers to choose from? Why was I charged for it? 
  

  I need my money back or my original order that I paid for.
  
  Sincerely,

  
  
  ******** ********

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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 a wallet for my husband on February 10th directly from their website. On February 18th I received my package, which was an unopen Kings Loot mailing bag. It felt funny like nothing was in there. Well I was correct. I opened an empty bag with just my packing slip. I contacted them and was told to file a claim with the shipping company. The wallet was NOT in the bag, which again was unopen. I would like the wallet or a refund.

  

  Business Response

  Date: 02/20/2025

  Hello,

   

  We apologize if your package was tampered with.

  According to the screenshot sent to our support team on February 19th it looks like the package was already opened on the corner.

  And to your last paragraph you have stated that the package was sealed and unopened and you could feel nothing inside.

  Do you have images with the sealed package that is not opened?
  
  If so we can use this as proof that there was indeed nothing inside. **** will need this as proof that it was tampered with.

  Attached is a screenshot of the product during the packaging process.

   

  Thank you,

  Kings Loot

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22961520
  
  Once again, I opened the sealed bag.  It did feel like nothing was inside but I didn't think about stopping and taking a picture of the UNOPEN BAG.  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/21/2025

  Hello,

   

  Thank you for letting us know.

  Please open a case with **** about claiming lost value of the package.

  Once that case is open let us know. Then we can go from there.

• Initial Complaint

  Date:02/11/2025

  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.

  I ordered a wallet for my husband as a Christmas gift, this wallet was never used other than inserting some credit cards in the wallet to ensure that it can hold the cards he needed on a daily basis. Once the cards were inserted, it was extremely difficult to remove them without struggling. The website states it can hold up to 12 cards total and up tp 6 cards in the access pull tab area, no more than 2 can fit otherwise they get stuck. I stated this repeatedly in my email correspondence to Kings loots over a 1 week span, telling them that the wallet was unused other than inserting the cards in the wallet. They allowed me to return the wallet, but sent it back to us, stating it was used on Feb 10, 2025. They never once emailed us of their intentions, even though the automated email stated we would be informed of when the return process was complete, which did not happen. They allowed me to exchange the wallet which we did, based on the credit for the return of the original wallet, which they claim is used which it is BRAND new, so it's their word against mine! So now we have 2 wallets , which we do not need. I have requested a phone call 5x, and included my number but they refuse to call, they also do not address my complaints in the email, nor did they once acknowledge the fact that all I did was insert cards in the wallet, it's in BRAND NEW condition. If this was an issue they shouldn't of allowed me to return the wallet, and exchange it and charge me for another wallet, so now I have 2 wallets, and additional charges ! They will not correspond to us other than email, the number to call doesn't not go to anyone other than a recording.

  

  Business Response

  Date: 02/12/2025

  Hello *******,

  
  We understand your concern about order 420954 being rejected for being used.

  We have attached the photo of what we received and our policy.

  A few cards being inserted is fine but this item looks like it was used for a little bit as well there is blemishes and imperfections.

  For you concern about the cards. All wallets take a little bit to break in and once they do they can hold up to the max amount of cards since it is leather.

  We can't issue a refund for a product we can resell however as courtesy we can extend $100 store credit.

  To claim simply reach out to support!

   

  Thank you,

  Kings Loot