ComplaintsforJazwares, LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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 response

  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

  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 response

  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

  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 response

  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,
  
  ***********************************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ..Brand: Star Wars ..Product: Micro Galaxy Squadron ..Item Description: Light Armor Class Series 3 Box Set includes limited edition chase and rare I am writing to file a complaint against Jazwares regarding a recent incident related to the release of a collectible product. On April 17th, Jazwares Vault advertised the release of a particular collectible item to be ordered on April 26th, 12:00 PM Eastern Time. However, upon attempting to purchase the item at the specified time, I encountered several issues that have greatly diminished my satisfaction with the company. Despite diligently refreshing the webpage as the release time approached, I found that the item appeared to be sold out when I attempted to make the purchase. Additionally, upon further attempts to add the item to my cart, I encountered error messages, preventing me from completing the transaction. This frustrating experience persisted for over an hour, during which the item intermittently appeared as available, only to encounter the same error message upon attempting to purchase.It was later revealed that Jazwares Vault had opened the release earlier than advertised, resulting in confusion and disappointment among customers who had planned to purchase the item at the specified time. This deceptive practice not only caused inconvenience but also eroded my trust and loyalty towards the company. I believe that Jazwares should take responsibility for their misleading advertising and ensure that future releases are conducted in a transparent and fair manner.

  Business response

  05/13/2024

  Dear *****, 
  
  
  Thank you for reaching out. Jazwares takes customer feedback very seriously and we understand your disappointment. The item you're referring to, the Star Wars Micro Galaxy Squadron Light Armor Class Series 3 Box Set, is a limited edition item that sold out very quickly due to the very high demand for this item. 
  
  Please note that inventory levels may fluctuate due to order changes. You can monitor the Jazwares website for the latest stock information. 
  

  
  Kind regards, 
  
  
  The Jazwares Team

  Customer response

  05/21/2024

   
  Complaint: 21631642
  
  I appreciate their response, even though it was highly delayed and lacked sincerity. However, the purpose I am rejecting the business' response is strongly due to the fact that it does not address the primary concern. The main concern was that Jazwares advertised the sale of product for purchase at a specific time of the day, yet they prematurely started selling the item before the advertised release. They said that the item will be available to purchase at 12pm but they released the product earlier. That gave casual fans less of a chance and I believe that Jazwares should refine the preorder process.

   However, Jazwares 
  
  Sincerely,
  
  *******************************

  Business response

  06/03/2024

  Hello ******,
  
  Due to high demand, this item has sold out. Our Vault items are available in limited quantities and tend to sell out quickly. As there are no plans for a rerelease, we are unable to offer this item for direct purchase. 
  
  
  
  Thank you for your understanding.

  Customer response

  06/03/2024

  Hello BBB,

   

  Please just close out this complaint. I do not agree with their response, but I refuse to click on the accept button.

  As you can see, their replies show no interpersonal attention and shows lack of care or attention to a customer.... They couldn't even spell my first name right either. (Honestly, I think that their delay to respnd throughout this whole process has only supported my assumption.)

  Customer response

  06/04/2024

   
  Complaint: 21631642
  
  I am rejecting this response because:

  Hello BBB,

   

  Please just close out this complaint. I do not agree with their response, but I refuse to click on the accept button.

  As you can see, their replies show no interpersonal attention and shows lack of care or attention to a customer.... They couldn't even spell my first name right either. (Honestly, I think that their delay to respnd throughout this whole process has only supported my assumption.)

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

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed three different orders(3/27/24) from the "Jazwares Vault" totaling over $300 and one of my orders(order #***** which was supposed to contain 2 ROH ********************* action figures and 1 Malakai Black action figure). Upon opening the shipping box on Monday morning April 8th, 1 of the ********************* figures was missing. I wrote the company that day(Monday the 8th), Tuesday, Wednesday, and today(Thursday the 11th) and I have still yet to hear from the company. I even posted on their social media pages each day of what happened and that I still haven't heard back from them. Still nothing.The missing figure cost $35 and is a limited edition and only so many produced, so I'm afraid I won't get the figure before they run out. I need your help please.

  Business response

  04/15/2024

  Dear BBB Team, 
  
  We reached out to the customer directly and have informed him that we are taking care of this ********************* replacement order. 
  We have also provided the customer with a $25 gift card to use on this next purchase from us. We're making sure to prioritize this replacement order so it can ship out ASAP.
  Should we still click on "respond" to officially resolve the issue? Or can the customer delete his complaint once he received his order?

   

  Best,

   

  Annabel

  Customer response

  05/14/2024

  Hello, the matter has been resolved. Thank you.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son received an Electric Pikachu for his birthday as a gift. I take it out of the box, switch from demo mode to play mode and it immediately stops working, I change the batteries as per the instructions. Still doesnt work-my son is devastated because his favourite birthday gift from his grandpa doesnt work! I contact the company for a replacement. They do not have it and offer me something else. Sorry not sorry that will not work-my son wanted *******. I had to turn around a purchase another one off of Amazon. I want a refund from the company. This is now TWO pikachus that were bought for my son.

  Business response

  11/23/2022

  Dear Better Business Bureau:
  
  Jazwares received this consumer's Better Business Bureau complaint dated November 16, 2022, regarding a Pokemon toy we manufactured.
  
  As the consumer described in her complaint, her son received the toy as a gift and when she set it up for him, it did not function properly even after replacing the batteries. She then contacted our **************** team and was informed that we did not have an exact replacement in stock at this time (which can occur due to consumer demand or inventory fluctuations). As such, we offered a similar Pokemon product which the consumer was unhappy with and apparently soon after filed this complaint with the BBB.  
  
  While still investigating the possibility of obtaining an exact replacement for the consumer and before we could get back to her with more information, she proceeded to purchase a replacement item on her own from a third party and requested a refund from us. 
  
  While we understand she wanted an exact replacement consistent with our internal policies we were unable to provide a refund as it was originally purchased from a third party.  Additionally,and as part of any proposed resolution, our team must also have the opportunity to review the allegedly defective product.  Fortunately, our team was able to speak with her again and she agreed to send the product back for our review (we will pay the shipping costs).  In exchange for this, we will gladly be sending another toy to her son.
  
  As customer satisfaction is of the utmost importance to Jazwares, we work to make things right with our consumers.  We believe that our open communication with this consumer and our proposed solution will accomplish this.  As a result, we request that the complaint be closed with a positive resolution on Jazwares behalf.
  
  Thank you.
  
  Jazwares

  Customer response

  12/03/2022

   
  Complaint: 18410373
  
  I am rejecting this response because:they can send me a replacement pickachu! Thats is the same one he received for his birthday 
  
  Sincerely,
  
  ******************

  Business response

  12/15/2022

  Dear Better Business Bureau:
  
  Jazwares is following-up regarding this consumer's December 3, 2022 reply.  Please know that during this entire process, our **************** team has worked with her continuously to try to resolve this matter.  As detailed in our initial response, the consumer had agreed to accept from us a replacement product (but a different character) as she had purchased the actual product she wanted through another retailer.  However, she later notified our team that she was no longer able to purchase that product, so she changed her mind about that resolution and asked us for the Pikachu product again.  While we have already sent to her the replacement product we agreed on (which is of course hers to keep, free of charge), we have been trying diligently to obtain a Pikachu product for her.  
  
  As of the time of this writing, our **************** team has received the replacement Pikachu product and also took the time to ensure it is in good working order before ********** to the consumer.  We have been in communication with her this entire time and the team will now be reaching out to her about this and to provide her with the shipment's tracking information.  Keeping in mind this level of communication and the efforts we've put forth, we believe this has been addressed in a more than satisfactory manner for the consumer.  Therefore, we request that this complaint be closed with a positive resolution on Jazwares' behalf.
  
  Thank you.

  Customer response

  12/18/2022

   
  Complaint: 18410373
  
  I am rejecting this response because: #1 they didnt send a comparable product. They just sent a stuffed animal charzard. They stated they would send the SAME PRODUCT, but different character. They never followed through on that and figured theyd pull a fast one by sending a lesser product. #2 they never sent a replacement pickachu either. 

  
  Sincerely,
  
  Lauren Pluto

• Initial Complaint

  04/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 31st of this year (2022) I placed an order for 3 items. I paid, and received confirmation that my order placed and the email said to allow up to 2 weeks of shipping delays. I waited two weeks and a day from the date the order was placed and contacted customer service. My order hadnt been updated past processing and I hadnt been contacted for any issues or further delays. After waiting for a response, customer service representative ******* emailed back. One of these items, Ham a 20in alligator plush, was out of stock and they had no plans of shipping my order it had been placed on hold. The representative gave me options, refund my whole order, refund the out of stock plush and release the order, or exchange the plush and release the rest of the order. I responded with outrage and asked why I had not been contacted about this issue and how was I supposed to know what was in stock to exchange if the product I originally purchased said it was in stock on the website additionally at the time there were no products of the same price or description to exchange. I did not/still do not want a refund I would like the products I ordered. They did not offer any explanation or answers. Instead, repeating that my item was out of stock and they were sorry. I sent another email to customer service hoping to talk to someone else about this poor management and did not get a response. On April 26th I placed another email with customer service asking if I could do the exchange and release my order with a same priced item they added to their website. ******* responded later that morning saying that this was acceptable they would place a new order for me. I thanked them and asked if I would be receiving confirmation. They replied that yes I would be and if I didn't the representative told me to dont feel free to contact them back. They finally contacted me yesterday about the second email saying Ham is out of stock. No resolution or conversation has happened.

  Business response

  05/05/2022

  Dear Better Business Bureau:
  
  Jazwares has received this consumer's Better Business Bureau complaint dated April 29, 2022, regarding her order of Squishmallows products from our website. Please note that Squishmallows products are manufactured by Jazwaressubsidiary, Kellytoy, but our **************** teams work on consumer inquiries together.
  
  As the consumer described in her complaint,she initially placed her order on March 31, 2022.  On April 18, 2022, she first reached out to our **************** team regarding the status of that order, and we regrettably had to inform her that one of the products was out of stock.  Consistent with our policies, we offered her the option of choosing a substitute product or a refund for that portion of the order, but the consumer became frustrated regarding the delay and the inability to purchase the specific product she wanted. In subsequent communications with her, we were courteous, apologized for the inconvenience, and provided as much information that we could despite her frustration at the way she felt this was being addressed.  We also want to specifically note that it was a typo when one of our representatives stated to the consumer, dont feel free to contact me back as it should have been do feel free.
  
  Please note that due to the high volume of communications from the consumer, several distinct support tickets were created and involved multiple representatives. As a result, this can create different paths of conversation with a consumer and the potential for missing or inaccurate information. Regardless,our team recognized the overall issues, and it was escalated to senior-level **************** to address further and help with a solution.  On May 2, 2022, the consumer replied that she was happy about this solution, and since then we have been continuing to update her regarding inventory and shipping information.
  
  As customer satisfaction is of the utmost importance to Jazwares and ***** Toys, we work to make things right with our consumers.  We believe that our open communication with this consumer and our proposed solution will help resolve this incident with her.  As a result, we request that the complaint be closed with a positive resolution on Jazwares'behalf.
  
  Thank you.
  
  Jazwares ****************

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my first AEW Rare Chase figure on October 28, 2021 at ****** in *********** St, Watertown, MA XXXXX. The Chase figure did not include the Sticker it should've had on package. I'm just looking for Jazwares to send me the missing sticker. I've done research and this looks like a quality control issue. I tried going through Jazwares directly by submitting a request. I never received a response. I'm a huge AEW Fan and I've collected almost the entire Unmatched and Unrivaled collection. I really hope they provide a sticker replacement.

  Business response

  12/07/2021

  Business Response /* (1000, 6, 2021/11/17) */ Dear Better Business Bureau: Jazwares has received the consumer's Better Business Bureau complaint dated November 8, 2021. The consumer initially emailed our Customer Service team on November 1, after which we started investigating this issue regarding the missing "rare" sticker on the AEW Unrivaled Series Britt Baker #6 figure he purchased. When we contacted him for more information and proof of purchase on November 8, he explained that he bought the figure in-person at ****** with cash but states he threw out the receipt by mistake. Please note that this sticker at issue is featured prominently on the front of the packaging and is extremely difficult to remove without damaging the sticker and leaving residue. In addition, it is Jazwares' corporate policy to require valid proof of purchase for these types of product issues which unfortunately he cannot provide. Regardless, we have been actively investigating internally what could have caused this type of sticker to be missing from the packaging. As customer satisfaction is of the utmost importance to Jazwares, we work to make things right with consumers and have reached out to him with a proposed solution. We are awaiting his response but believe the proposed solution will satisfy him considering the circumstances. As a result, and in anticipation of this, we request that the complaint be closed with a positive resolution on Jazwares' behalf. Thank you. Jazwares, LLC Consumer Response /* (3000, 8, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) ********* claimed to have sent a Fed Ex return label but I haven't seen any attachments in the email exchange we've had. I've attached images the do not show the paper clip image to indicate there's an attachment to the email. Business Response /* (4000, 10, 2021/11/23) */ Dear Better Business Bureau: With respect to the consumer's latest communication, please note that since then he has confirmed to us that he has received the additional documentation required to help us move forward with resolving the case and has responded accordingly. We have been staying in touch with him through every step and believe this will conclude with a positive resolution for him. Thank you.

*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. ↩