ComplaintsforPark Candy

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The lack of communication with Park Candy has become frustrating to say the least. I, like many people are frustrated with the lack of communication and customer service. I have been very patient and understanding with the companys unfortunate issue with the purse manufacturer, but it has been almost a year now (I placed an order 7/31/23) that purse orders are delayed. In my opinion, when the issue arose with your previous manufacturer and you decided to hire a new one and start over, peoples orders should have been refunded and new orders halted until production is up and running smoothly. I am a small business owner as well, I get that things out of your control can happen, but leaving orders open for a year, not responding to customers emails or messages is not professional or fair to the customers that keep your business open. I have emailed your team 6 times trying to cancel orders over the last 6 months and NEVER got a response.

  Business response

  07/30/2024

  Dear *********,

  We sincerely apologize for the frustration and inconvenience caused by the delays and lack of communication regarding your purse order placed on July 31, 2023. We understand your concerns and deeply regret any dissatisfaction you experienced.

  Due to unforeseen issues with our previous manufacturer, we faced significant delays in fulfilling orders. During this period, we offered refunds and sent multiple updates via email and videos to our subscribers. We also maintained a preorder update page with the latest information. We acknowledge that our customer service response was not up to standard, and we have since made significant improvements in these areas.
  Your purses were shipped and delivered on July 23, 2024. We hope you are satisfied with your purchase. If not, please know that you can return them for a full refund. We appreciate your patience and understanding during this challenging time and are committed to providing better service in the future.

  Thank you for your feedback.

  Best regards,
  Carise

  Customer response

  07/30/2024

   
  Complaint: 21996630
  
  I am rejecting this response because:
  The company did, at times post updates on the current situation of there purse manufacturing issues via email and social media, but only after months and months of people complaining they had not received there order that was scheduled to ship months earlier and could not get a response from Park Candy on why orders were delayed. The whole situation lasted well over a year and a half and was extremely frustrating. I tried several times to contact customer service to cancel my order, but because the company NEVER responded to my emails (I sent over 5 during the year long wait) I never got my order cancelled or refund. Basically, this company held people money hostage for over a year. Its a shame because the products they sell are adorable, but I will not support a company who does not support there customers. 

• Initial Complaint

  07/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a bag from Park Candy on 3/28. There was an update around May saying that bags were starting to ship. It is now July and no bag and no reply to my FB post, multiple emails or website chat. Stay far away from this business.

  Business response

  07/30/2024

  Dear ***************************,
  

  We apologize for any inconvenience you experienced regarding your Llama Bag order from Park Candy. We understand your frustration with the delay in fulfillment. Due to unexpected production delays, there was a lag in shipping these items. During this period, we offered refunds and sent multiple update emails and videos to our subscribers to keep everyone informed. Additionally, we maintained a preorder update page with the latest information. Your order was shipped and delivered on July 18th, 2024. The tracking information is available here: Pitney ***** Tracking. We responded to your inquiries on July 17th with the necessary tracking details.
  We understand that you have submitted a chargeback with your bank. We kindly request that you contact us directly to return the items for a full refund. We value our customers and are committed to resolving any issues promptly. Thank you for your understanding and patience.

  Best regards,
  Carise

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  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.  

  Business response

  07/30/2024

  Dear ***********************,

  
  We sincerely apologize for the delays and lack of communication regarding your orders for the Master ******** Mailbox Backpack and the Mint Main Street Mailbox Backpack. We understand your frustration with the prolonged wait and the difficulties in obtaining timely updates. Due to unforeseen production and fulfillment delays, we experienced significant lags in shipping these items. Throughout this period, we offered refunds and sent multiple updates via email and videos to our subscribers. Additionally, we maintained a preorder update page with the latest information. We acknowledge that our customer service response was lacking and have since overhauled and improved our processes to prevent such issues in the future. We are pleased to inform you that your bags were shipped and delivered on July 26th, 2024. We hope you are enjoying them. We deeply regret any stress or inconvenience caused and appreciate your patience and understanding.

  Thank you for bringing this to our attention, and we are committed to ensuring a better experience for all our customers moving forward.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  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.

  Business response

  07/30/2024

  Dear *******************************,

  We apologize for any inconvenience caused regarding your shirt order placed on May 8, 2024. We understand your concern about the delay and lack of communication.
  As a small business, it sometimes takes us 1-2 weeks to process and ship orders, which can be longer than the 1-2 day shipping options offered by larger companies. Your shirt was delivered on May 28, 2024.
  We are constantly working to improve our processing times and communication with our customers. We appreciate your patience and understanding.

  Thank you for your feedback.

  Best regards,
  Carise

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  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

  Business response

  07/30/2024

  Dear *************************,

  We apologize for the delays and lack of communication you experienced with your orders for the Green **** Street Mailbox Backpack and the Paradise Falls Mailbox Backpack. We understand your frustration and sincerely regret any inconvenience caused.

  Due to unforeseen production and fulfillment delays, there was a significant lag in shipping these items. Throughout this period, we offered refunds and sent multiple updates via email and videos to our subscribers. We also maintained a preorder update page with the latest information. We acknowledge that our customer service response was not up to standard, and we have since made significant improvements in these areas.
  Your items were shipped and delivered on July 16th, 2024. We hope you are satisfied with your purchase. If you are not, please know that you can return them for a refund. We appreciate your patience and understanding during this challenging time and are committed to providing better service in the future.

  Thank you for your feedback.
  Best regards,
  Carise

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  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

  Business response

  07/30/2024

  We apologize for any confusion and frustration caused by the handling of your order placed in March 2023. We understand your disappointment and regret any miscommunication. When we received multiple messages expressing dissatisfaction with the delay, we mistakenly assumed you preferred a refund to waiting further for your product. We understand now that this was not your intention, and we sincerely apologize for this oversight.

  Your order was refunded on April 2nd, 2024. We deeply regret any inconvenience this caused. If the product is now back in stock at a higher price, we would like to offer you the opportunity to purchase it at your original order price as a gesture of goodwill. Please contact us directly so we can assist you in resolving this matter to your satisfaction. We value your feedback and are committed to improving our communication and service. Thank you for your understanding and patience.

  Best regards,
  Carise

• 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.

*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. ↩