ComplaintsforPark Candy

• 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.
  
  

• Initial Complaint

  11/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a pre order bag MONTHS ago, in early March. Not a single word from the company even as MONTHS went by with no word so I emailed- TWICE! When they do bother to answer its a trite oh its delayed, oh its delayed and continue to push the date. When they announced on instagram when the bags were finally in stock(10 weeks ago mind you!!!)I figured it would be close and not to worry. TEN WEEKS NOW theyve had the bags and cant be bothered to ship them I guess. *** left comments on social media. It is not my responsibility to hound a business and ask for updates and ask where an item I already paid for is! Horrific customer service the likes Ive never seen as they continue to ignore me and others like me asking questions , they continue to post on their social media and yet REFUSE to answer to any of the angry people who are out time and money. Its a shame because majority of us want to support small businesses, but places like Park Candy give small businesses bad rep. ********** of how the eventual outcome of this is, I will never be supporting this business in any manner shape or form. Honestly, I am shocked ****** still allows them to sell their characters. This was a bag that was intended for an April birthday and I doubt if gets here by NEXT April. Everyone understands that mistakes happen but when you blow off all of your customers, take six months to announce WHY there was a delay with the bag, dont even bother to update people or even let them know when they might see a bag, and then continue to ignore everyone? I have no understanding left and Im out of ***** and patience.

  Business response

  01/08/2024

  I want to sincerely apologize for the frustration and inconvenience you've experienced with your pre-order. I understand how disappointing it can be to face delays and communication issues. Regarding the delayed shipment of your bag, we've made multiple announcements through various channels including social media, our public preorder update page, and our email list, to keep our customers informed about the situation. We strive to maintain transparent communication, especially in situations where there are unexpected delays. However, I acknowledge that we could have done better in directly addressing your specific concerns. Your feedback is extremely valuable to us, as it helps us improve our customer service and communication strategies. We have already processed a full refund for your order as a gesture of our commitment to customer satisfaction. We are continually working on enhancing our processes to ensure a smoother and more responsive experience for our customers. Thank you for bringing this to our attention, and again, I apologize for any inconvenience this has caused.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 16, 2023, I pre-ordered the "lama Bag - MAY PREORDER" for the amount of $70.43 as a gift for my partner (Order number is *****). The delivery estimate was pushed to May-June due to quality control based on a notice sent out to purchasers. The order has now been continuously delayed despite being listed as available through the business's website. I have followed up repeatedly with this business for a status update in April, May, and November for confirmation of when my package will be arriving. It has now been seven months and this business has stopped responding to my emails. I am now seeking a refund for my purchase and will be planning to call my bank and report fraud if this is not resolved by this business in an expedited manner. I appreciate any help that can be given in resolving this issue.

  Customer response

  12/05/2023

  Park Candy sent out a generic, automated email on 11/18/2023 stating orders will ship when they receive bags in late November - early December. I checked their website again today for an update on pre-orders and this information has now been changed to shipments occurring in December. The Company keeps leading people on with continued delays and promised deadlines that are repeatedly pushed back without further specification or customer service interaction. I have not received any promised email notification of the arrival of the bags for shipment or tracking email, despite now being past the new deadline promised by Park Candy. I tried to dispute the charge through my credit card company, but it was over the 90 day limit because this was a pre-order that I trusted to arrive as promised after giving this company the benefit of the doubt on their stated delays. I would just like my order cancelled and my money refunded. Thank you for your time and any help you can offer me.

  Business response

  01/08/2024

  I'm Carise from Park Candy, and I'm reaching out in response to your complaint regarding the Lama Bag preorder and the issues you've encountered. Firstly, I want to apologize for the delays and the communication challenges you've experienced with us. We understand how important it is for our customers to receive timely updates, especially when it comes to preordered items. The delay in delivery, initially due to quality control and then subsequent logistical challenges, is regrettable and not indicative of our commitment to customer satisfaction. I would like to inform you that we have already processed a full refund for your order (Order number *****). We acknowledge the frustration and inconvenience this situation has caused, and issuing a refund is a step towards making things right. We take your feedback seriously as it helps us identify and rectify our shortcomings, particularly in terms of communication and order fulfillment. We are actively working on improving these aspects to ensure a better experience for all our customers in the future. I apologize again for the inconvenience this has caused and appreciate your understanding. If there's anything else we can assist you with or if you have any further questions, 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,
  
  ****** ********

  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

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I preordered an item in April of 2023 that said it would ship in June. My order number is ****** On June 30th, I emailed the company asking for an update, as the item had not shipped. They referred me to the preorder information page on their website, which said it had been delayed. I checked again at the end of July, and discovered that the update page was no longer available, and the link they sent me took me to a 404 page not found error page. I emailed them again on July 31st, after checking the link for several days to see if the page had been restored (it had not been). They responded the same day informing me that there was a delay, and it would now arrive mid-August. On October 19th, still without my order, I emailed them again asking to cancel the order. They responded on October 23rd, asking if I wanted to keep the order and receive store credit plus $20 or cancel the order and get a refund. I responded the same day that I would like to cancel and get a full refund to my original form of payment. On October 24th, The responded saying that they were following up to see which option I wanted. I replied, stating that I had responded the previous day that I would like to cancel and get a refund. They have not responded since October 24th. I have now sent three follow-up emails from two different email addresses, in case my original order email address was not going through for some reason. I also initiated a chat on their website and sent them a message on Instagram. I have not received a response to any of these. All I want is a refund, but if they do not respond, I will be forced to initiate a fraud claim with my credit card company.

  Customer response

  11/19/2023

  After you reached out to Park Candy, they finally responded to me that they had cancelled the order and issued my refund. Thank you very much for your help. I really wish they had just responded to any of my emails or messages and I hadn’t had to make a complaint against them, but based on the other complaints they have had, that seems to be a common practice for them. What a shame. 

• Initial Complaint

  11/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for a t-shirt on Sept 30th I have since emailed them 4 times asking when the t-shirt would be delivered. I either get no answer or the same response copy and pasted saying your order will ship out in the next few days. It is now 1.5 months later and I have still not gotten the t-shirt. I'm disappointed as this was a gift for my husband.

  Customer response

  11/27/2023

  Hi I wanted to let you know they did finally email to give me a date for delivery.  Although I ordered Sept 30 it looks like the order was place November 30th. 

  
  

  It should be out for delivery today or tomorrow. 

  
  

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

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed orders for items on 5/7 and 5/29 that were supposed to ship in July and August. As of today, I don't have the items and the shipping dates have been continously pushed back, now it looks like they won't ship until end of November/early December. I contacted the company in August regarding the 5/7 order and they said it would ship in September- it didn't. They didn't send any emails about order status or delays - the lack of communication is not good. I contacted them on 10/23 to cancel all of my orders (I placed another order on 6/9) and provide me with a refund for all three orders. That day they only canceled one order (the 6/9 order) and did not cancel the other 2 orders. I sent multiple follow up emails which have gone unanswered and tried to chat with owner Carise on their website and she keeps closing/ending the conversation without responding to me. Great customer service to ignore your customers! They're ignoring me, yet sending me emails to order their Christmas merch! I just want all three orders canceled and refunded please.

  Customer response

  12/11/2023

  I finally heard from Park Candy and they cancelled and refunded my orders. It's unfortunate that this is how they choose to conduct their business but at least this has been resolved. 

  
  

• Initial Complaint

  10/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered product April 1st 2023, product didn’t not arrive by expected time and was informed of delays. No contact from the company until August, for an update that stated orders would be coming “soon”. It is now nearing the end of October, and I have yet to be contacted or updated on the order despite multiple attempts at emailing and private messaging the company. Nearing 8 months of waiting.

  Business response

  04/05/2024

  Dear ********,
  

  Firstly, we want to extend our deepest apologies for the frustration and inconvenience youve experienced due to the extended delay in receiving your order placed on April 1st, 2023, and the subsequent lack of updates and communication from our side. At Park Candy, we strive to maintain open and timely communication with our customers, and it's evident we have not met this commitment in your case. Upon reviewing your situation and our previous communications, we understand there has been confusion regarding the refund process through PayPal. We acknowledge that we advised you to submit a refund request via PayPal. However, due to PayPal's timeline regulations, we're unable to initiate a direct refund on transactions beyond a certain age, including yours.

  This policy necessitates that customers submit a refund request for such transactions to facilitate the refund process. We sincerely apologize for any inconvenience this may have caused and for not making this clearer in our previous communications. We are committed to assisting you through this process to ensure your refund is processed as smoothly as possible. Please reach out directly to our customer service team at ******************************** and we will provide detailed instructions on how to submit your refund request through PayPal. Our team is here to support you every step of the way and will do everything we can to expedite the resolution of your refund.

  We appreciate your patience and understanding as we work to resolve this issue. Your feedback is invaluable to us as we continue to improve our processes and prevent similar situations in the future.
  Thank you for your attention to this matter, and please do not hesitate to get in touch for further assistance or questions.

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like to report Park Candy. They offer presales for their merchandise- accept the money from customers saying the product will be available in 2 months. 2 months go by and still no product. I have written to them multiple times and they give an excuse that the product was delayed and will be available next month. The continue to accept money for preorders each month knowing full will they have not fulfilled the orders from 6 month ago. I ordered a product in April for **** delivery. It is October and their website says it will be available in November. Each month that goes by they push back the delivery month. This is a total scam and rip off. There is an area to write a review of the product. I have written several warning others that you will not receive your preorder in the month stated but they will take your money. I have received candy points for writing saod reviews however there are zero reviews to be found on the site ??? They are purposefully holding back information to the rest of the public so they can continue to trick people into sending them money for a preorder they may never receive. Terrible business model, they should not be able to operate in this way deceiving customers.

  Business response

  04/05/2024

  Dear ****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration and inconvenience you've experienced with your pre-order and the communication surrounding it. At Park Candy, we value our customers' trust and satisfaction above all, and it's clear that in this instance, we've fallen short.

  Regarding your order placed in April with an initial June delivery estimate, we understand the disappointment and inconvenience caused by the subsequent delays. While our pre-order terms and conditions do highlight the potential for delays and offer a clear option for cancellation with a full refund at any point before shipment, we recognize that this situation is far from ideal.

  We strive to keep our customers informed through emails, texts, and social media updates about any changes to pre-order delivery timelines. We acknowledge that despite these efforts, the updates provided may not have met your expectations or the standards we aim for. We are continuously working on improving our communication to ensure our customers are well-informed and feel supported throughout their purchase journey.
  Your feedback regarding the visibility of product reviews and our communication practices is invaluable. We are committed to transparency and honesty in all our customer interactions, and it seems we have important work to do in making sure our customers' voices are heard and reflected accurately on our site.

  As per our records, your order was shipped on December 16, 2023. We hope the receipt of your product has been satisfactory, but we understand this does not undo the frustration of the delay. We are here to listen and make things right. Should you have further concerns or require assistance, please reach out to us directly at ******************************** We are dedicated to resolving any outstanding issues and restoring your confidence in Park Candy.

  We appreciate your patience and the opportunity to address and rectify this matter. Thank you for your feedback, which is crucial in helping us improve our services and customer experience.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 28th, 2023 I made a pre-order purchase for the "LLAMA BAG - APRIL PREORDER" totaling $76.22. They said it would be delivered end of April beginning of May. They kept pushing this back and back and back. I'm sure they still haven't sent the bags out. I canceled this purchase August 9th, 2023. I decided to cancel my item since it seemed as if I would never get it. I emailed with them and they cancelled my order right then and there. They said it would take 14-21 business days to process the refund. I cancelled August 9th it is now September 22. Its been 32 business days and they have stopped responding to my emails. If I do not get a resolution here I will call my bank and claim fraud because this is unacceptable. I read through some other comments and this isn't the first time they have not given back their refunds.

  Business response

  10/09/2023

  The customer has been notified of our cancellation policy which lists that payments processed under ****** Express Checkout may take up to 90 days for processing. This can be evidenced upon our public cancellation policy listed on our refund information both via the store and our customer service platform. ************************************************** 

  We have rushed this particular customers refund ahead of time however our policy remains the same here. 

  Customer response

  10/10/2023

  
  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. However, their response was inaccurate. I was never made aware of the 90 days. In all of my attempts to get in contact with this business I was never directed to that page. I was told in the email that it would be processed in 14-21 days. They never mentioned the 90 days. The only reason they are giving me the refund now is because I claimed fraud with my bank. This is not a reputable business. They have terrible communication with customers and spread lies. 
  
  Sincerely,
  
  ***** ****

*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. ↩