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    ComplaintsforGFX Distribution

    Collectibles
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Delivery Issues
      Status:
      Unanswered
      Preorder the Justice Buster 1/29/2021 GFX21833 $2,999.00 Your customer service and website not updated ,not responding to my emails and no way to call the company cause have no phone number phone. You took my pre order of $300 and I have gotten NOTHING!! I at a point I want to cancel this order what my $300 back and get from somewhere else cause you guys are not doing your job
    • Complaint Type:
      Product Issues
      Status:
      Answered
      I requested for the scarecrow to be refunded months ago and no acknowledgement or refund has been received. I did this shortly after making my order back in September.

      Business response

      03/20/2023

      Hi,
      Response:

      Part of the Terms and Conditions for placing a preorder at GFX is that deposits are non refundable in the event of cancelling an order. This clearly spelled out on the product page, as well as other spots on the website. It is necessary with preorders because we need to order the piece from the manufacturer when the customer places the order, and thus we need a guarantee that the customer will follow through with their pledge to complete the order when it comes in stock.

      This customer asked initially if a refund was possible but did not actually request to cancel. Later when they requested to cancel the order we informed them that ordinarily the deposit would be lost, but we were willing to apply it to their other item that they have on order. So they would not lose the deposit - it would be credited to their account. 

      The customer then replied that they paid in full for both these items, which they did not do. We have provided them their payment receipt showing they paid the deposit only, for two pieces. Their deposit on the canceled item has been credited to the balance on the other preorder they have with us. 

      Best Regards,
      GFX Team

    • Complaint Type:
      Product Issues
      Status:
      Resolved
      I ordered an item on 5/8 for a statue on GFX Distribution. On 5/31 I sent them an email to cancel the order. I never heard back from them. I tried again to cancel on 6/21 and received no reply. There is no phone number to call either to ask for the cancellation/refund. I did the order through ****** Pay in 4 so the money was automatically taken from my account. So on 5/8, 5/23, 6/07 and 6/22 $56.25 was taken out of my bank account for the total of $225.00. I tried to open a dispute with ******, but with it being done through Pay in 4, I cannot open one. I would like the order, GFX22476, cancelled and my money refunded. Thank you.

      Business response

      07/18/2022

      Hi,

      This has been handled. The customer's order has been cancelled and their deposit has been refunded. Please note, for your records, GFX's business policy, which customers agree to by submitting an order, is that deposits are non refundable. Additionally, ****** does not allow us to cancel the Pay-In-4 that this customer used. They give us the full amount, there is no canceling the transaction. We have made an exception in this case although we lose the processing fee, which is not insignificant, because this customer decided to not follow our policy and procedure.


      Best Regards,
      GFX Team

      Customer response

      07/18/2022

      Better Business Bureau:


      I have reviewed the response made by the business, and find that this resolution is satisfactory to me.


      Regards,


      ***** ****

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