ComplaintsforPark Candy

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I just want what I purchased over a year ago. Order ***** Placed Apr 23, 2023 Master ******** Mailbox Backpack - JUNE PREORDER 1 And Order ***** Placed July 3, ********************* Mailbox Backpack - AUGUST PREORDER Ive found Instagram posts (on May 6) that said they would ship in May. Still nothing. But no communication sent to us directly. No tracking number. Sent a email on 5/30. Theres a bot email that has a generic response that theyre shipping in May. To reply back with hi if we wanted customer service to respond. Nothing back. Again, no way to find out where my bags are. Ive now waited 410 days and 339 days. I JUST WANT MY BAGS that they keep making false promises to ship. And theyve adverted sales for halfway to Halloween showing the bag but I still dont have any word. I wouldnt be so upset had we actually been contacted and kept up to date. Or actually received a tracking number. I just want my 2 bags that I paid for.

  Customer response

  06/06/2024

  I want to stress that I dont want a refund as that seems to be all that theyre doing for BBB complaints.  I want what I paid for.   They keep showing videos that theyve received the bags.  But still no shipping info.  Again, I want the bags I purchased, NOT a refund.  

  Customer response

  06/06/2024

  I want to stress that I dont want a refund as that seems to be all that theyre doing for BBB complaints.  I want what I paid for.   They keep showing videos that theyve received the bags.  But still no shipping info.  Again, I want the bags I purchased, NOT a refund.  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased shirt on May 8, 2024. Shirt has not been shipped. Contacted Park Candy several times and have yet to receive any response.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased two bags preorder from Park Candy. I get no response via email fb or other avenues of contact. I have no bags no refund and no communication.Order number Order #***** June 23, 2023 07:15PM Green **** Street Mailbox Backpack - AUGUST PREORDER NOVEMBER PREORDER: 1 BPBT-649627138a641-****** (-$6.40)PC-BAG005-GRN $63.99 $57.59 1 $63.99 $57.59 Paradise Falls Mailbox Backpack - AUGUST PREORDER AUGUST PREORDER: 1 BPBT-649627138a641-****** (-$6.40)PC-BAG005-PDFLLS $63.99 $57.59 1 $63.99 $57.59 $115.18 $12.80 $0.00 $127.98 USD Billing Address Payment Status: ************************************************************************************************************************************************* Shipping Address Fulfillment Status: Unfulfilled ************************* ***************************************************************************************************** I would like a refund. Thank you

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Please congratulate me! Today, March 19, 2024, marks one year since I placed a pre-order for two identical items from Park Candy, Order #*****, for my sister's birthday on April 21st, and I have yet to receive it. I received a Thank you for Your Order email on March 19th with an estimated delivery of March 29th. I then received an email on May 26th(not March, May) stating the items "are still in production due to some quality control concerns. These bags are amazing and we always want to make sure that we're sending you outstanding leather quality, print clarity, and a theme park durable product every single time" with a new estimated shipping time "between the end of June to early July". I then received an email on July 18th stating the bags were on their way to the warehouse and they would be shipped out late July to early August. The next email was September 3rd stating "all preorder Llama bags were being shipped in September". Another email was sent on September 6th stating the same thing. The next email was October 19th stating there was a "bump in the road" and the "next round of purses were shipping in November". A November 7th email stated the bags were shipping late November-early December". I then received a barrage of emails asking me to buy more items and all the great holiday sales they were having! They sent a Small Business Saturday email on November 25th thanking their "Park Candy family" and talking about all the trials and tribulations they suffered this year...and I have not heard from them since. I have NEVER experienced customer service like this and I pray I never will again. I just want the items I purchased a FULL YEAR AGO. Thank you for your help in this matter.

  Business response

  04/02/2024

  Hello, 

  We're following up on the complaint sent by our customer *******. In reference to the their order, we have done our best to update users with consistent information on the current timelines of pre-ordered bags. Unfortunately, due to a variety of shipping and production related delays this timeframe changed frequently and has resulted in a very long wait for the bags. The items in question are now on their way to us, and they are set to ship out to all of our customers in May. We completely understand the *******'s frustraction with the wait, and we have cancelled their order and processed a refund as a result. We've also provided documentation of the refund along with the message we provided the customer. 

  Thanks!

  Customer response

  05/16/2024

  I explicitly stated in my first complaint that I did not wish to cancel my order or get a refund, I just wanted the product I ordered in March of 2023.  *********** refunded my money in an email on April 2nd(see below).  I CLEARLY stated I wanted the items, not the money.  I sent an email back to them right away stating this again and have not heard back.  Now the product is in stock for a more expensive price.  I am blown away that a company is run this way.  I want the items I ordered for the price I originally agreed to pay.

  Hey *******,
  
  Thanks so much for your patience with us this past year. We truly apologize for the constant delays and timeline changes with our bags. While our bags are finally on the way to us as we speak, we completely understand that you no longer wish to wait. We have cancelled your order for you and processed a refund immediately.
  
  Please let us know if you have any other questions and we'll be happy to help you out. We do hope you decide to pick up a bag from us in the future as they'll be in stock next next month.
  
  Thanks,
  Your Friends at Park Candy

  Customer response

  05/17/2024

  I explicitly stated in my first complaint that I did not wish to cancel my order or get a refund, I just wanted the product I ordered in March of 2023.  *********** refunded my money in an email on April 2nd(see below).  I CLEARLY stated I wanted the items, not the money.  I sent an email back to them right away stating this again and have not heard back.  Now the product is in stock for a more expensive price.  I am blown away that a company is run this way.  I want the items I ordered for the price I originally agreed to pay.

  Hey *******,
  
  Thanks so much for your patience with us this past year. We truly apologize for the constant delays and timeline changes with our bags. While our bags are finally on the way to us as we speak, we completely understand that you no longer wish to wait. We have cancelled your order for you and processed a refund immediately.
  
  Please let us know if you have any other questions and we'll be happy to help you out. We do hope you decide to pick up a bag from us in the future as they'll be in stock next next month.
  
  Thanks,
  Your Friends at Park Candy

• Initial Complaint

  03/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Spaceship Midi Backpack - AUGUST PREORDER 1 back on June 9th 2023 for a total of $85.83. It was supposed to be fulfilled in August 2023. By early January 2024 I still had not received the product and I had no communication about when it would be fulfilled. I requested a cancellation of my order and a refund. On January 30th I received an email saying my order had been cancelled. But to date I have not received a refund which I paid for the product through Paypal. The company now refuses to respond to any communication. I have tried email, FB Messenger, and their own chat function on their website and NO ONE responds. They have and are stealing people's money and not refunding when they don't deliver.

  Business response

  04/05/2024

  Dear *******,

  Thank you for your patience and for bringing your concerns to our attention. We sincerely apologize for any inconvenience and frustration you've experienced regarding your order of the Spaceship Midi Backpack and the subsequent challenges with the refund process. At Park Candy, customer satisfaction and trust are paramount, and we regret any instance where we fall short.

  After attempting to refund your purchase to the original PayPal account and facing limitations due to PayPal's regulations, we find ourselves in a challenging position. Our commitment to financial security and adherence to established business practices prevents us from issuing refunds to an alternative PayPal account. This policy ensures the protection of our customers and our business against potential discrepancies and fraudulent activities.

  Understanding the limitations imposed by PayPal and in our effort to resolve this matter to your satisfaction, we have issued a store credit to your Park Candy account in the form of a $100 gift card. This amount exceeds the value of your original purchase, reflecting our commitment to making amends and appreciating your understanding under these exceptional circumstances.

  We hope this gift card, which can be used across our wide range of theme park-related merchandise, offers a value-added resolution to the inconvenience you've faced. We value your business and look forward to serving you under more favorable circumstances in the future.

  If you have any further questions or if there's anything more we can do to assist you, please don't hesitate to reach out. Your feedback is important to us, and we're here to ensure a positive experience with Park Candy.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transactions was on April 2023 and July 2023 What the business committed to provide you?Order one was one bag called Master ******** Mailbox Backpack - JUNE PREORDER Order two was three bags called starwberry, mint, lavender Main Street mailbox Backpack What is the nature of this dispute and have they tried resolving the issue I have ordered four bags from this company and have yet to receive one. One was for a June 2023 arrival and the other three were for August arrival. *** emailed asking on updates and they stated they were on the way and would ship out soon. Theyve since made an updates page on their website stating the update on eta. However every month since my order the month has changed IE in Nov the bags were to arrive in Dec in Dec the bags were to arrive in Jan now in Feb the eta is Feb- March. I have requested my money back from them on several occasions I finally received an email asking if Id prefer credit or my refund I requested my refund and then communication fell off. I then sent a few more emails and received an email back stating that they would cancel my order but I would have to send them a request via PayPal for my refund. They promptly cancelled my order but have not sent the refund through my requests. I have been sending reminders and multiple emails with no response. I would just like my money back. Thank you Account/order/ tracking My account email is ***************** I paid via PayPal ****************** Order number Order #***** Order #*****

  Business response

  04/05/2024

  Hello ******,

  Firstly, I want to extend our sincerest apologies for the frustration and inconvenience you've experienced with your orders #***** and #***** for the Master ******** Mailbox Backpack and the Main Street Mailbox Backpacks. At Park Candy, we strive to deliver not just high-quality theme park-related merchandise but also an exceptional customer service experience. It's clear we have not lived up to this promise in your case.

  Regarding the delays in shipping your orders placed in April and July 2023, we acknowledge the lack of timely communication and the shifting estimated delivery dates have understandably led to a disappointing experience. Our intention with the updates was to provide transparency about the production process, yet we recognize this did not meet your expectations for clear and consistent communication.

  
  I understand that a refund was your preference after the prolonged wait and multiple requests for updates. According to our records, a refund has been initiated via PayPal to the account associated with your payment ******************** following the cancellation of your orders. We aimed to ensure this process was as smooth as possible, and I'm truly sorry to hear there may have been a disconnect or delay in receiving your refund.
  To confirm, we have processed the refund for the full amount of both orders. If there are any issues with the refund appearing in your PayPal account, please contact us directly at ******************************** We are here to ensure that this matter is resolved to your satisfaction as swiftly as possible.

  We value your feedback and take it seriously as part of our ongoing efforts to improve our products and customer service. Thank you for your patience and understanding, and again, I apologize for the inconvenience this has caused.

  Customer response

  04/10/2024

   
  Complaint: 21260712
  
  I am rejecting this response because:
   
  The eCheque payment was declined for order #*****

  Thank you for your response. I appreciate the communication and will select resolved on this case once I receive my refund for order #***** for $153.58.

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

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a preorder of a llama bag April 2023 as a gift. I have not received the merchandise nor does it look like they will have it fulfilled in the near future. Whatever the issue is I don't hold against them. However, I have contacted them several times through email and chat about canceling the order and receiving my money back. They are choosing not to respond. All I want is a refund(tax and shipping) for an item I do not have and do not want anymore. Order *****.

  Customer response

  01/26/2024

  They have yet to refund my money or communicate. They are taking their time to refund on purpose, it is shady and unethical. I'm not asking for a refund for a product I didn't like. I NEVER RECIEVED IT AND IT WAS ORDERED TEN MONTHS AGO. I just want to cancel the order and receive my money back.

  Customer response

  01/29/2024

  They have yet to respond to me about refunding. This is unethical. 

  Business response

  04/05/2024

  Thank you for reaching out and for your patience with us regarding order #***** for the preordered llama bag. We fully understand your concerns, especially given the nature of this purchase as a gift, and we deeply regret any inconvenience and frustration caused by the delays and our communication shortcomings.

  I wish to clarify and assure you that a refund, including tax and shipping, was fully processed via PayPal on January 30, 2024. We aim for every interaction with Park Candy to be positive and are sincerely sorry that we did not meet your expectations in terms of communication and resolution speed.

  Given that the refund has been issued through PayPal, it should have been credited to your account promptly. If, however, the refund has not appeared in your account or if there are any issues with the transaction, we recommend reaching out to PayPal directly as they will have the most immediate access to transaction details and can assist in resolving any potential discrepancies.

  We appreciate your understanding and want to ensure that this matter is resolved satisfactorily. Should you need any information from us for PayPal, or if there's anything more we can assist you with, please dont hesitate to contact us directly at *******************************.

  At Park Candy, your trust and satisfaction are paramount. We value your feedback and are dedicated to improving our service. Thank you once again for your patience and understanding.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I order the Llama bag from Park Candy back on Apr 7th,2023. Estimated time of delivery at that time was **** Didn't hear anything for months. I had to email to find that they had a vendor issue and it would be pushed back to later in the year. I have since messaged multiple times trying to get info. I have asked twice to cancel my order and have not got any response. I have tried to patient with Park Candy but the lack of responses and no information when things do go wrong is awful.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I preordered the Llama purse on 3/20/23. At that time, the estimated delivery date was April 2023. I sent an email to them on 6/13 to them asking for an update. I received a generic reply on 6/14 saying it as on hold due to a customs hold.I sent another email on 9/25 as I saw an update that the purses had arrived. I was hoping to have the purse before we went to ********** in October. I received no response I sent another followup on 10/1 indicated that I was following up due to no response.I sent a second email on 10/1 as I saw reviews on the website that other preorders from March had already received the purse and were leaving reviews.On 10/3 I sent another email saying- Ive sent 3 emails in the past 8 days and I havent had a single response yet.I received a response on 10/4 saying that the purses were in and for the customers that preordered in March would be shipped out within the next 2 weeks.On 11/28 I still haven't received any notification or tracking info. I pulled up the website and noticed that reviews were already popping up from people who preordered in April. At that point I sent emails requesting my order be cancelled and to refund my purchase on 11/28, 12/1, 12/4, and 12/5. So in the past 8 days I have sent 4 emails to request order cancellation and I have had 0 response to any of them. I tried leaving two reviews on the website. It said the review was posted, but the reviews still aren't showing. I'm starting to suspect that the reviews on this website are fake. I need help with having this company refund my order. This is the worst run business.

  Business response

  01/08/2024

  I'm Carise from Park Candy, and I want to address your concerns outlined in your BBB complaint regarding the llama purse preorder and the subsequent request for a refund.

  
  Firstly, I apologize for the delay in shipping your order and the lack of timely communication you've experienced. We understand how frustrating this can be, especially when expectations are set for specific delivery timelines. The delays due to the customs hold and our internal response shortcomings are not reflective of the service standards we aim for at Park Candy.

  
  Regarding your refund, we have initiated the payment via PayPal. However, it appears that the refund is pending and requires action on your end to be completed. This often happens with PayPal transactions, and it may require you to log into your PayPal account and manually accept the payment. If you are unable to see the payment or if there are any issues on your end, we recommend contacting PayPal for assistance, as they will be able to provide more specific guidance based on their policies and your account status.

  
  We are committed to ensuring that you receive your refund and regret any inconvenience this situation has caused. Your feedback is invaluable to us and highlights areas where we need to improve, particularly in communication and order fulfillment processes.

  
  We appreciate your patience and understanding as we work to resolve this matter. If you have further questions or need additional assistance, please feel free to reach out.

  Customer response

  01/08/2024

   
  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

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase for my husband on preorder for a shirt for Fathers Day 2023, knowing it would arrive shortly after as it was for August preorder. Weeks went by with no updates, and I reached out directly. Once I finally got a response they were reassuring my my llama purse (not my product) was on its way. This happened repeatedly during many email interactions. I finally asked for my money back as its NOVEMBER and I still have no shirt and no update. They offered free stuff etc and I said no pls money back, that was 11/13. Since then Ive not been able to get a response or had money returned. Now I see that they have this problem constantly, and I believe them to be a scam.

  Business response

  01/08/2024

  I want to extend my sincerest apologies for the mix-up and delay regarding your order. I understand how frustrating it must have been to not only experience a delay in receiving the product but also to receive incorrect information about a different item.We strive to offer accurate and timely updates to our customers, especially for preorders, but it's clear we fell short in your case. The confusion over the product details in our communication is not typical of our customer service standards, and I assure you that we are taking steps to prevent such issues in the future. Regarding your refund, I want to confirm that it has been processed. We aim to resolve such matters promptly, and I apologize for any delay or lack of communication you experienced during this process. Please know that your feedback is incredibly important to us. It helps us identify areas where we need to improve, particularly in our customer service and communication. We are dedicated to learning from this experience and ensuring a more efficient and accurate service for all our customers.Again, I'm truly sorry for any inconvenience and disappointment this situation has caused. Thank you for your patience and understanding.
  
  

*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. ↩