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Business Profile

Toys

Jazwares, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/15/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Order #******, Purchased for my wife's valentines day present. Never received anything from Jazwares. It was two Hello ***** stuffed animals, still no response from Jazwares, have contacted them 4x without any success.

    Business Response

    Date: 02/25/2025

    Dear customer and ********************, 

    Unfortunately Jazwares, LLC has no record of the customer ever reaching out to customer service and we received delivery confirmation from the carrier (see attached screenshots). Nevertheless, our customer service team will reach out to the customer directly to resolve the issue. 

    Please **** this request as resolved once the issue has been solved. 


    Best, 

    Jazwares Team

  • Initial Complaint

    Date:01/24/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 been dealing with an issue since about 01/13/2025. I been dealing with a customer service agent ****** Love on case: ******. They do not read my message and are not very customer service oriented. I requested a supervisor and all of a sudden my case vanished from my support case list. I did a follow up case yesterday and was closed without response from this same agent. I need a resolution. My request is not unreasonable either. If a replacement cannot be dont I request some kind of credit. Here is a copy of what I had put in that case: Reb1981 Jan 23, 2025, 8:09PM PST I was just finally trying to get my red squadron out and one of the fighters landing gear snapped when I opened it. I would like a replacement if possible Re: case ****** I have been dealing with this issue since the 13th. The agent hasnt been very helpful. Now my case has disappeared from my support list after requesting a supervisor. I just need a replacement for Red Leader from the red squadron. She kept insisting I send it back first. All I ask is to send a replacement first and I will send it back later. I feel that is fair. I have seen others with same issue with the landing gear not even have to send theirs back. Im offering to do mine. I spent too much for this set to be dealing with such bad customer service.

    Customer Answer

    Date: 01/24/2025

    Here is my follow up regarding case too and some how same agent closed this case without response. She shouldnt be handling this at this time as well.

    Customer Answer

    Date: 01/24/2025

    This case has been taken care of at this time. A manager has reached out to me. 

    Business Response

    Date: 02/10/2025

    Dear customer and dear ********************, 

    We are glad to hear that you the matter has been resolved by now and that the customer received the requested replacement. 

    I attached the customer's comment stating that the matter has been resolved, as well as screenshots of our customer service representative letting the customer know when the replacement item has been shipped, that the customer has missed that response and another screenshot of the tracking number for the new package that has been sent to the customer. 

    Please **** this case as resolved.

     

    Thank you so much!

     

    Jazwares **************** Team

  • Initial Complaint

    Date:12/10/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 bought a Halo Master Chief off ****** in which the product came defective. It is not painted properly in which I contacted their support thru email due to no phone support. They have not replied. I also contacted them thru ******** in which I got one reply and they said I had to do a support ticket in which I showed them pictures of the defective item. I then received a replacement figure from ****** in which it is defective as well missing paint applications and just not done properly. So I have two defective figures in which they still haven't replied to me, are purposely ignoring me on ******** even when I was asking about some info on how to remove the paint so that I could paint it properly myself. They won't support me on these defective products what so ever. Today is dec 10th 2024 and I see them read the ******** messages but not reply between the hours of 2pm est - 4:38pm est ************ won't support me what so ever on my product issues.

    Business Response

    Date: 12/30/2024

    Hello ****,


    Our customer service team is currently reviewing your request and we will reach out to you directly.
    We appreciate your patience and understanding as we look into this for you. 


    Thank you,
    ******* *******

    Manager, Customer Service 
    M. **************
    ************************************************************* 

    Jazwares| ***** Toys 

    Customer Answer

    Date: 12/30/2024

     
    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

    Date:12/09/2024

    Type:Product Issues
    Status:
    Answered
    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 the Darth ***** costume on November 25 2024 While putting the item on as instructed I realized that the shoulder piece of the armor keeps falling off. Now then aside from some other discrepancies with the size of the product that I noticed. I decided to contact support to request a refund due to the defective of the product while also sending some evidence. But it's been almost a week and no response yet. And even worse is that while inspecting the item further I noticed that one of the pieces of the helmet was broken. This is unacceptable when quality was promised for this product specially for the amount of money they charge for ****** because this has a 30 day return window, I'm writing this complain here to ask for a solution before that time expires.

    Business Response

    Date: 12/09/2024

    Hello **********,


    We will be able to assist you directly through your open ticket with us, ticket number ******. Our team is already working on your case, and we are happy to continue assisting you there.
    Please feel free to reach out to us through the ticket if you have any further questions.


    Thank you, 
    Team Jazwares 

    Customer Answer

    Date: 12/10/2024

     
    Complaint: 22660704

    I am rejecting this response because: Although I was finally contacted by the company they were offering to replace the part that was defective but that was not my request.

    My request was that of a refund given that on their website it shows that I can request a refund in case it is defective. And to show more evidence I provide again that not only the shoulder piece was defective but also the helmet.


    Sincerely,

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

    Business Response

    Date: 12/10/2024

    Hello **********,

    Thank you for your patience while we reviewed your request regarding the Darth ***** costume.


    We will be proceeding with the return process for the costume. A return label will be provided to you shortly. 


    Please keep in touch with the representative assisting with the return for the next steps.


    Thank you again,
    Team Jazwares

  • Initial Complaint

    Date:12/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On December 2nd I purchased 2 of the *** Unrivaled 16 Orange ******* Rare Figures and neither of them came with the 1 of 3,000 rare sticker they are supposed to have for those RARE figures. As a collector these stickers show their rarity and make them collectible. I emailed the company and they refused to assist in a resolution of this issue. I am simply asking that they provide the sticker that they failed to place on the figure during production.

    Business Response

    Date: 12/20/2024

    Dear Customer and ******************** Team, 

     

    Our internal customer service team took care of this request on December 12, 2024. Please see screenshot for tracking number for the package number via UPS.

     

    Best, 

     

    Jazwares Customer Team

    Customer Answer

    Date: 12/20/2024

     
    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

    Date:12/05/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Spent over 500 dollars on 2 orders from the **** to the ** on 20th of November 2024.Upon opening the first box that arrived, I found out that I'm missing 1 squishmallow (******). I thought that mistakes could happen and sent them an email asking for help last Monday (02/12) and had no reply from them.I got my second - and biggest box - delivered to me yesterday, I went to work and opened the box after coming back ******* my dismay, this box was missing 3 squishmallows - 2 of them from a bundle that I purchased (******+*****) and both ***** are missing.I'm also missing 1 ****** Pumpkin (that is now OOS on their website). I've sent them another email yesterday.I've also tried to call their UK phone numbers but they do kot work.I feel robbed.I want my squishmallows.I have emailed them, messaged and asked for help a few days ago and they didn't reply. When the second parcel arrived yesterday, there were 3 items missing and this totally put me off to buy with them again! THIS IS RIDICULOUS!I want the dolls I bought! How can you guys trade and pack things without double checking first!?Orders: #****** and #******

    Business Response

    Date: 12/09/2024

    Hello Magnolia,

    One of our Jazwares team members is currently handling your request. We will be sending you replacements, along with an additional Squishmallows as a gift. Please know that your order is being processed, and the team member will provide you with tracking information for your replacement order as soon as it is available.
    We greatly appreciate your patience and understanding.


    Thank you,

    Team Jazwares

     

    Customer Answer

    Date: 12/10/2024

     
    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,

    Magnolia ******* *******

  • Initial Complaint

    Date:12/04/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Pokemon figures are sold without the name of the action figure. And we cant find the name anywhere. We have a disability, not having the name makes it impossible to know what I purchased.Deluxe holiday calendar

    Customer Answer

    Date: 12/04/2024

    Please clarify, did you know the product name BEFORE purchasing?

    The name on he box states POKEMON tm Deluxe Holiday Calendar

    Has a picture of all the Pokemon found inside, but we have no clue what the name of the Pokmons are so we dont know if they are real Pokmon figures. We tried to describe them online and cant find the names.

    And your complaint is just about the name of the action figure not being on the box?


    the name of the figures should be inside or outside the box so we know which action figure is missing, else we cant complain by name.

     

     

    Business Response

    Date: 12/06/2024

    Dear valued customer and ********************, 

    We apologize for your inconvenience and appreciate your feedback!

    Our customer service team will reach out to you separately via email with the character images and names so that they can be identified.

     

    Please **** this issues as resolved once you have received our customer service email and are satisfied with their response. 

     

    Best, 

     

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

    Customer Answer

    Date: 12/10/2024

     
    Complaint: 22637265

    the stress off knowing what I purchased is now gone from my grandparents and my kids and me. 

    maybe its just my disability, but I hope this continues to be added for other parents to connect with their kidsnot an Unk toy. 

    I am accepting this response but:

    would like to request this list be included in future products. 

    Sincerely,

    ***** Ore

    Business Response

    Date: 12/10/2024

    Hello Mr. ***************** you for your response and for taking the time to share your experience with us. Were so pleased to hear that the answer we provided was helpful to you and your family.

    Your suggestion to include a list of character names in future products is appreciated. Weve already shared your feedback with our team for consideration in future designs.

    If theres anything else we can assist you with, please dont hesitate to respond to the message you received with the character names . Were always here to help.

    Thank you again,
    Team Jazwares

  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 two royale high dolls and the boxes were opened and taped back shut and the codes were missing. I have contacted the company and no response.

    Business Response

    Date: 10/23/2024

    Dear Customer and dear ********************,

     

    Our customer service team reviewed your request and it looks like the order number you've stated is an Amazon (not a Jazwares Shop) order number (114-2604912-4088227). Jazwares order numbers are not this long. I'll attach a screenshot of how our order numbers look (they only have 6 numbers).


    Since we were not the vendor who processed the payment, we are unable to issue the refund you requested. Please reach out to the vendor you purchased the item from as we have advised you via our customer service portal. Please call ****** for further assistance, as they have their own process for handling such matters.

    And again, as our customer service team already let you know via the customer service portal, please feel free to reach out to us again if you need any further help.

     

    At BBB: Unfortunately, we have not received an answer from the customer after that.

     

    Thank you very much!

     

    Best, 

     

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


  • Initial Complaint

    Date:08/28/2024

    Type:Delivery Issues
    Status:
    Answered
    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 a Hello ***** plush, never came in mail despite marking the order shipped. Order number ******. Tried reaching support to no avail. They have left me with no options.

    Business Response

    Date: 09/05/2024

    Hi there, 

     

    We're currently working with the customer on our ********************** customer service platform and exploring a potential alternative address for the replacement order.

     

    Please mark the complaint as resolved once you receive your replacement order. 

     

    Thank you for your patience!

    Business Response

    Date: 09/12/2024

    Hi there, 

     

    The customer requested a refund and our customer team is taking care of the request internally. 

     

    Can you please mark the matter as resolved?

     

     

    Best, 

     

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

    Business Response

    Date: 09/16/2024

    Hi there, 

    Providing proof that the customer has received the desired refund. Please mark this issue as resolved. 

     

    Best, 

     

    Annabel

  • Initial Complaint

    Date:08/13/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 pre- ordered item on 07/26/24. It status it will ship out to me on or before 08/08/24. It is now 08/12/24 and still have not received my item! I believe this company scammed me out of my money and don't intend on sending my order!

    Customer Answer

    Date: 08/13/2024

    Order date 07-26-24

    ORDER #******

    Item info Hello Kitty and Friends Ultra-Premier 24-Inch Hello
    Kitty X-Large *************** Edition x 1
    Pre-order, ships on or before August 08,2024

    Purchase price: $65.46

    Business Response

    Date: 08/13/2024

    Dear ********, 


    We apologize for the delayed shipping of your item. Our shipping team is currently managing a high volume of orders due to this exciting launch.

    Rest assured, we are diligently processing all orders, and you will receive an email with your tracking information as soon as it becomes available.

    Thank you for your patience and understanding,

    Team Jazwares

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

    Manager, Customer Service 
    M. **************
    *********************************** 

    Jazwares | ***** Toys 

    Customer Answer

    Date: 08/13/2024

     
    Complaint: 22133098

    I am rejecting this response because: I need a legit tracking number and EXACT date this item will be shipped out! The company has created a shipping label but have not delivered the package to **** I want it shipped out today 08/13/24. And compensation for my waiting longer than was told it would ship out. False advertising on the companies part!

    Sincerely,

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

    Business Response

    Date: 08/19/2024

    Dear ********, 

    Thank you again for your patience. Attached you'll find the tracking number via **** as well as the proof of delivery.

    We hope you like the Hello Kitty item and can mark the matter as resolved. 

     

    Best, 

    Your Jazwares Team

    Customer Answer

    Date: 08/19/2024

     
    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,

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

Jazwares, LLC is NOT a BBB Accredited Business.

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