ComplaintsforAction Figure Authority, Inc.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 2 2023 I received four items that I had graded for total of $939.64 One of the items had ******* that was inbetted in the sealed acrylic case . The only way I think this could happen is when it was graded and placed in the sealed case Not during shipping, I contact the business. They offered to recase the item. I declined the offer because the item is damaged now. I think the company should should refund me. The amount for grading the item.Which is $ ******

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 11, 2022 my order #********* shipped and I received it on 11/17. The case that was advertised was said to fit the particular figure that I was buying it for. When I received it, the case was too small and would not work for the figure I had. I sent this information to CGA customer service and they asked me to send pictures showing this which I did. I was then told that the case my figure was sealed in was too big and it wouldnt fit but the advertisement on their website for this case mentioned that it would fit All Elite series figures. I told them I wanted to return the case for a full refund. They agreed and on December 15, 2022 I sent the case back and sent CGA customer service a picture of the tracking which I am attaching to this complaint. The case was delivered back to CGA on 12/19 and after multiple emails to their customer service I can no longer get a response. Bottom line here is that I want my refund for the cost of this order including shipping because this case was falsely advertised and wasnt what I ordered. This was no fault of me and after my emails to them I see they must have found fault in their own advertising because the case is removed from their website and is no longer for sale. It takes days if not weeks to get a response back from their customer service and this has just been the most horrible situation. I sent the item back and I want my full refund plus shipping that I originally paid for. Thats all I want. Please fix this because CGA customer service is now ghosting me and wont rejoins to me at all. Please help. Thanks.

  Business response

  01/09/2023

  We have discussed with ****** via email on Friday 1/6/2022:

  Hello ******,
  
  Happy New Year!!!
  
  Thank you for following up with us regarding this order. While the box shows delivered on 12/19 on the **** site, we actually did not receive it in house until 01/02/2023, thus we apologize for the delay in resolving this issue.
  
  Please know that all our in stock cases have the dimensions listed on our website and we do not advertise that one case can fit all the items released in the same series as there is no way for us to anticipate how a manufacturer decides to produce and release each item. With that being said, we always advise our customers to double check the case dimensions prior to ordering our products. Per our Return Policy, in case of ordering an incorrect in stock case, we will issue a full refund as long as the product is returned to us in the same condition as when it was shipped, however the shipping charges will fall under the customer's responsibility. Please refer to our Return Policy below.
  
  ****************************************************
  
  With this in mind, we will advise our ********************* to issue a refund for the case cost of $21.99 on your account as soon as possible.
  
  I hope that this is helpful. Please let me know if I can be of further assistance.
  
  Best regards,
  ************
  Customer Service Manager

  Customer response

  01/09/2023

   
  Complaint: 18686254
  
  I am rejecting this response because:

  This is in response to email I responded to on 1/6/23:

  Hi *****
  Happy new year to you as well!! Thank you for the refund and clarification. I am aware of your return policy but here is my reason for asking for the shipping. Even though your website didnt advertise a one case fits all, it did say that it for the ****** elite series die cast figures. When I saw that I made the assumption that my figure would fit. I didnt know about the specific configurations of this figure so I wouldnt have had a reason to measure the figure to see if it would ********* assuming that your company must have seen the fault in this as well since the case is no longer available on your website. This was no fault of my own so thats why I am asking for a courtesy refund on my shipping as well as I wouldnt have purchased this case if I knew this beforehand. Please let me know as I wanted you to know where I was coming from in requesting this. Thank you. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent in a few games and figures to be graded, as I have done multiple times now.An invoice was sent over for the sum of a little over $800, saying that my items would be shipped out 2-3 months from then, I replied back asking why I had to pay before the items were not even close to shipping. A few days later the invoice was cancelled, saying that they will not accept paypal as a payment because of a previous dispute I had with them in PayPal. (They charged me to grade an item that they did not grade, and would not refund me so I had to get paypal involved).I told them if I cannot pay with PayPal, I want my items back. Failing to understand that if they are worried about another dispute, I can just file one with my credit card company. IE they're excuse was invalid and frankly dumb.It took them about a week to ship my items back, and of course, they packed them very poorly and my items were damaged. Now they are making me jump through hoops to do an insurance claim (asking to send photos' of the bubble wrap?) and they refuse to pick up their phone and takes 24 hours to respond to an email. Their customer service is atrocious and they are incompetent.

  Business response

  03/23/2022

  To Whom May I concern,
  

  While the previous claim is not the issue now, based on our terms and conditions signed by every customer that submits items to us, in case of refusal of an item due to restoration or tampering with the item, the grading fees will still apply, as the item still had to go through the authentication process- thus the service the customer paid for has been provided. Since that happened and the PayPal dispute was filed without the customer giving us a chance to further assist him, as a general company policy, we advised him that in the future he will have to pay for the services using a credit/debit card instead of PayPal. When the customer refused to do so and moved forward with already threats of filling a charge back as well, we came to the conclusion that maybe our services are not exactly what he expected and decided to just send the items back unprocessed.

  
  Regarding the current claim, we have replied directly to the customer's email asking for pictures of the shipping box, packing materials, and shipping label as per *** standards they require all these pictures in order to accept a damage claim. In exchange, we received some pictures of the box along with the following email: 

  
  "************************* via gmail.com 
  Attachments
  10:42 AM (20 minutes ago)
  to me
  
  I'm not sure what you want me to take a photo of. You want a picture of bubble wrap? I already took everything out of the package. Here's a picture of the shipping label if you need it. I'm not going to jump through hoops with you guys to make an insurance claim, you have already made this difficult for me, just put an insurance claim in. If you fail to do so I will open up another claim. "

  We have been in contact with the customer and yes, we do have many emails received daily, so we do take (especially in the weekends when our business is closed) ***** hours to reply. 
  
  As a business working with different shipping carriers for over 20 years, we must follow their protocol as well and without this information they will not accept a damage claim.

  Furthermore, we tried to understand and respect each customer and their frustrations at times, but it seems that the customer is only looking to file claims and disregarding the company's protocols. Based on our phone conversation from yesterday we were under the impression that he understood these terms and we were working on finding a mutual agreement that will benefit his damaged claim. If that is no longer the case, then we are politely asking that you thoroughly investigate this claim, as we can prove that the reasons mentioned above are not founded and we have many emails from customer in which he has not been polite or respectful of our business and always mentioned that he will file charge backs or PayPal disputes without any flexibility of understanding how our business works. 
  
  For any information required we would be happy to provide and assist and include many more screenshots of the email correspondence.  

  Attached to our response: Signed Terms and Conditions by customers. Email chain correspondence from 03/22/2022

   

  Respectfully, CGA Management Team

  Customer response

  03/23/2022

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

*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. ↩