Complaints

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

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  Anime Ape

  null Cape Coral, FL 33904-5789

• 

  Anime Ape

  1309 Coffeen Ave Ste 1200 Sheridan, WY 82801-5777

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:12/20/2023

  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.

  Charged for items I never received

  Business Response

  Date: 12/25/2023

  Hi BBB Team,
  
  I am writing to provide an update regarding the case involving *********************;and the resolution we offered.
  
  As previously communicated, we promptly responded to the customer's concerns and extended a store credit offer amounting to $89 as a gesture of goodwill. We value our customers and strive to address their issues in a fair and timely manner (please see attached screenshot).
  
  However, it has come to our attention that we have not received any response from ********************* regarding the proposed store credit. We understand the importance of timely resolutions, and we want to ensure that the customer is satisfied with the proposed solution.
  
  Could you please assist us in reaching out to ***** to confirm whether they find the proposed store credit satisfactory or if they have any further concerns that need addressing? Our goal is to ensure the customer's satisfaction and resolve any outstanding issues they may have.
  
  We appreciate your assistance in facilitating communication between us and the customer. If there are any additional details or steps we need to take, please do not hesitate to let us know.
  
  Thank you for your attention to this matter.
  
  Best regards,
  Anime Ape Customer Team

• Initial Complaint

  Date:12/04/2023

  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 that was charged but anime ape informed me the order failed the money was charged and the company hasn't responded to any of support tickets i simply want my money back or to be shipped the order i placed

  Business Response

  Date: 12/07/2023

  Hello BBB,

  Due to the high volume of emails we received this December, it took 2 days for us to respond to this customer. We explained to the customer that her order did not go through as her payment attempt failed (please see attached screenshot). Thus, there's no refund to be processed as there was no money taken from the customer. We advised her to contact her bank.

• Initial Complaint

  Date:12/01/2023

  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.

  11/9/23 Christmas sweater ordered for $63.73 Arrived 11/22 Appeared similar to item on website but long sleeve shirt made of cheap/thin material (Type of material is not labeled on shirt or website). Is not sweater or sweater material as advertised on website.11/23 requested to return item and receive refund expressing disappointment in quality of product and misrepresentation on website. Received request for picture of image, provided picture of image. Received in-store credit of $54 with no explanation or response to my request to return item or receive refund.Provided response again desiring directions for return and refund indicating no desire to purchase with company who misrepresents items.No response from company Company website includes heavily positive reviews on products with no way to place a review

  Business Response

  Date: 12/07/2023

  Hello BBB team,

  Customer, *************************, has been refunded. ****** *** ******** *********** 

• Initial Complaint

  Date:09/11/2023

  Type:Delivery 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 purchased a shirt from them and it was not delivered to me even though they said it was. It seemed like they were sending me through loops for a couple days so I started looking them up and saw other complaints about people not receiving items. I expressed to them that I was nervous they had scammed me because everything that other people is saying happened to them, happened to me. I told them I would submit a complaint if I did not hear back from them soon. They responded to me by saying that I was giving them my white a** tantrums. I have screenshots of all of the emails exchanged. I feel like this has gone past a simple $50 shirt by them bringing race into this. I would love to share the full conversation to show that at no point was I vulgar or rude or racist. I only expressed how concerned I was. They did offer a refund after being blatantly racist to me. But this is more about making sure other people are really able to see what this company thinks about them.

  Business Response

  Date: 09/12/2023

  Hi BBB Team, 

  This is Mariel - Anime Ape Customer Support Manager. I am deeply sorry for the unprofessional behavior and negative comments made by our representative, ***. Please know that this does not reflect the standards and values of our company. We take such matters very seriously, and we are committed to addressing this issue promptly and ensuring that it does not happen again in the future.

  Our goal is to provide the highest level of customer service and satisfaction, and we understand that your experience fell far short of this. We have already taken immediate corrective action with the representative involved.  She is currently on a 10-day suspension and will possibly face termination if she incurs further violation. 

  Your feedback is invaluable to us, and we appreciate you bringing this matter to our attention. We are committed to making amends and regaining your trust. To demonstrate our commitment, apart from the full refund we already issued, we would like to offer you a $50 store credit which you may use to buy any item from our online store. 

  We genuinely value your business and would like the opportunity to serve you better in the future. If you have any further concerns or would like to discuss this matter in more detail, please do not hesitate to contact me personally at ***************************************.

  Once again, I extend our deepest apologies for the inconvenience and discomfort you experienced. We are determined to learn from this incident and ensure it remains an isolated occurrence.
  Thank you for your understanding and for giving us the chance to make things right. We look forward to serving you in a manner that aligns with the high standards you can rightfully expect from Anime Ape.

  Sincerely,
  ************************* | Anime Ape Customer Support Manager

  
  
  

  Customer Answer

  Date: 09/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/25/2023

  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 shirt on 3/20. The day it arrived from ***** I reached out to let them know that their sizing is off and that I want a return per their "100% satisfaction guarantee" noted on their website. Anime Ape replied and told me the best they could do is a 60% refund, despite the fact that there's no restocking fee listed on their website and they literally say "100% satisfaction guarantee."After some back and forth, they said they'd do a 100% refund if I paid to ship the shirt to *******. Now, the company is registered in *******. The package to me arrived from *****. Shipping to ******* is more than the 40% difference of their ridiculous offer.These guys are scam artists. Don't believe their policies on their website, they're lies. They've stopped replying to my emails or inquiries so now I'm trying to seek a chargeback with my credit card company.

  Business Response

  Date: 04/26/2023

  Hello BBB Team,

  We have been in communication with **********************. Customer reached out due to size issues, and we were glad to offer her 100% free exchange (zero cost) for the correct size, however, she insisted for a full refund and told us she's not satisfied with our product. Our return and refund policy originally states that we typically do not accept returns or exchange due to user error such as incorrect selection of sizes, designs, colors, etc as they are made-to-order. We initially offered her 60% cash refund + keep the item but she declined. We are able to process a full refund once she successfully returns the item/s back to us. Yes, we offer 100% satisfaction, but we need to make sure that the customer returns the item to our return address (main warehouse full address was given to her) but she insisted to just return the package to *******. 

  Please know that we are only a small store and are only strictly following our return/refund policy but this customer seems to be so resistant and unfair even after giving our generous offers. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19980720
  
  I am rejecting this response because:

   

  First of all, it's He not She. Second of all, what does "100% satisfaction guarantee" mean to you? Your website just says you happily accept returns, and there's certainly no mention of paying for shipping on a return or this paltry offer of 60% back, which is insulting. This product was shipped to me FROM *****. Making people ship to another country overseas is a part of a scam to dissuade people from making returns. See attached picture for proof of this. Additionally, the business is registered in *******. This all seems super shady to me.

  Customer support has been incredibly rude and insulting for this whole process. Misgendering, including insulting emoji in replies, and in their email to me saying they saw the BBB complaint they were additionally insulting.

  I just want a refund. I don't want a fight. I just want what you promise on your website: 100% satisfaction guarantee with no note about paying for shipping. Since I've raised a stink about this they have since added a note to their site saying customers are responsible for paying to ship back, but if you check the internet archive you'll find this is a recent addition, which is similarly shady and unethical.

  Sincerely,
  
  *********************

  Business Response

  Date: 04/30/2023

  Hello BBB Team,

  As you may know, the business definition of 100% satisfaction guarantee offer is any formal assurance that products can be returned, repaired, or replaced if they do not meet the specified quality. The customer can certainly get the 100% refund if he successfully returns the item to us. As a matter of fact, for size issues, we can offer a size replacement at no cost + he does not have to return the first item he received back to us. Now, if the customer is throwing the 100% satisfaction guarantee card, he will need to return the item back to us first (Main warehouse located in *******) and we'll be very happy to send him the full refund . The complete address has been provided. 

  BBB team, you are 100% aware of our company. We always strive to provide a positive customer experience. However, there are unfortunate cases where customers take advantage of our leniency and generous offers. 

  With regards to the customer suggesting that we added/changed the information of our return/refund policy on our website so we can avoid giving him a refund. Do you think we had to contact our website/IT person to update our information just for a single customer who paid almost $40? That's just not making sense. I even do not think the customer checked our reviewed our return/refund policy until this issue took place. 

  Please refer to our policy here: ************************************************************

  We are putting emphasis on our offers: 100% free replacement of the item with size issue or 100% refund if the item is returned back to us.

  Thank you!

   

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19980720
  
  It is inadequate. I've made it clear what it will take to satisfy my concern: a full refund that doesn't involve me spending $30 shipping this overseas. The item was shipped to me from *****. Requiring overseas returns is a part of an unethical scam used to deter returns.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/12/2023

  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 purchased a queen sized **** quilt on December 31,2022 for $62.30 due to them having a extra 20% off and giving a order number #******. On January 5 I was provided with a tracking number (**************************) then they actually sent it on January 9. On January 11 I see my package went to Oshkosh Win. then its supposed to be in ***********. Went to the post office and they said the item was 8.8 ozs which a quilt would be heavier and they said it was under another persons name. Post office said it was definitely the wrong tracking number and to contact them and get the actual tracking number and I did and I have yet to hear anything. I would like my money back or the item but Im not going to wait months for it.

  Business Response

  Date: 01/28/2023

  Hello BBB Team,

  We have already issued *********************************** a full refund. Please see attached screenshot.

  Thank you.

• Initial Complaint

  Date:01/05/2023

  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 hoodie for my sister but the sizing was off (she told me to get a size large). It was too tight for her so I asked to exchange it for a XL. But instead of letting me exchanging the hoodie Anime Ape said that they'll give me a eGift card to cover the cost of the new, bigger one. Despite this generous offer I was still unable to return the previous one and wasn't given the eGift card's number to use it.I emailed them constantly to resolve the issue but was met only with silence and Gmail notifications telling that my messages weren't being sent through their servers. Not only they have a long response time, they have the nerve to tell me that I was saving time by doing this instead of doing a simple return/exchange. I've wasted enough time waiting for a response to a solution that should have been solved days ago. At this rate I rather get a refund and no longer continue my business with them.

  Business Response

  Date: 01/08/2023

  Hey *****,
  
  
  Mariel here - Anime Ape's Customer support manager.
  
  
  Our system/website was down for a few days and our communication tools along with our online store and eGift card got affected.
  
  
  Please know that we have no intentions not to send you the coupon code or even delay sending you the information - we had system issues which we had no control over.
  
  
  Attached is the screenshot of the eGift card we've added to your account as store credit.
  
  
  You may try to use it to place an order. Please let me know if you come across additional issues.
  
  
  Thank you, and have a great day!
  
  
  Sincerely,
  ****************
  Customer Support Team | **********************

  Customer Answer

  Date: 01/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/04/2023

  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 have purchased two items from their website for my boyfriend for his birthday, before I purchased I have tried setup for an account on their website by just putting my email address then after I purchased I receive an email say I have to confirm my address for delivery, after that when back to the website and I soon I tried to login there was a password and I never received an email from them besides their promo or discounts so I spoke want one of their agents and they said they going to talk to their social media about the situation and I tried every method that they told me to do and I still haven't received any email or anything from them, Today I received another email from them say that my package is delay so I don't know if its fraud but if it is I demand a refund I have spent 72 dollars for these items.

  Business Response

  Date: 01/08/2023

  Hello BBB,

  As per checking the history, *************************** did not respond to our last email asking her correct shipping address so we can correct her information.

  The order was placed on Dec 30th, it's now produced and is ready for shipping.

  Her cancellation and refund request can no longer be honored as it's already beyond our 24-hr cancellation policy (from the time the order was placed). 

  We've been sending her email and order updates and she's the one not responding. 

• Initial Complaint

  Date:12/27/2022

  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 2 items from this website on December 4th (ordet #******)Then ordered another item on the 5th (Order #******).I didn't get any shipping confirmation until nearly a week later on December 10th on the first order, and I had to use their website contact form to inquire about the second order.Was informed via email that the second order would not be shipped until the 15th (again, this was ordered on the 5th) and that it would arrive in **** business days.Both orders were Christmas gifts and there was no indication that shipping would be so incredibly delayed. Had I known the item I ordered on the 5th would not have been shipped out until the 15th for expected delivery well past Christmas I would probably have sought out a different Christmas gift.

  Business Response

  Date: 01/01/2023

  Hello ****** / BBB Team,

  We're so sorry for the inconvenience we have caused you. 

  As per checking, both of your orders have been received:

  Order #******:

  -placed on Dec 4th

  -received on Dec. 20th

  -it took 12 business days to receive the order

  Order #******:

  -placed on Dec 5th

  -received on Dec 28th

  -it took 17 business days to receive the order

  Our production and shipping timelines are clearly stipulated on our website: "As you may know, all of our items are handmade so please allow 5-7 business days for your order to ship out. You'll receive a tracking number when it has shipped, and once shipped, please allow **** business days for your order to arrive in ***************** (and most international countries, usually faster)."

  This means that it may take up to 17 business for the order to receive. We've also informed you the potential timeline for you to receive the package.

  Technically, you received both orders within the timeline we provided.

   

• Initial Complaint

  Date:12/22/2022

  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 haven't gotten anything I ordered. Now they aren't responding to my emails.

  Business Response

  Date: 12/26/2022

  Hello BBB,

  We have marked ************************************* as a refund abuser / scammer.

  Customer has been communicating with us claiming that he hasn't received all his orders. He placed a total of 3 orders from Anime Ape:

  #***** - refunded 100%

  #***** - refunded using store credit

  #***** - items have been refunded except shipping

  Please see attached screenshots.

  The customer is clearly playing us with a dishonest scheme. He would place an order, claims he did not receive the item so he could request for a refund or store credit.

  How come he would say Anime Ape is a scam? When in fact, he kept ordering from us plus he got all the refund he requested.