Complaints

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.

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased an anime DVD set from this company. When it arrived by mail I opened the package and a few discs were loose in the cases.Those discs were scratched. I had insurance for the item and I was sent another copy. When I opened the replacement package none of the discs were loose in the cases, but some of the discs were scratched. The replacement package was not what I expected. Paying for the insurance did not make a difference.

  Business Response

  Date: 08/10/2023

  We are happy to provide a refund to the customer but we will need the customer to reach out to our customer care team (*******************************************) and we will need the item returned to us to issue a refund. They reached out to the insurance company to have a replacement sent so at this point, they have 2 copies of the item and are requesting a refund. We will need the item returned to us before we can issue a refund.

  Thanks,

  ****

• Initial Complaint

  Date:01/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My Order #SO3928895, this order was delivered in horrible condition, with holes and half opened and RightStuf, refusing to make it right and their employees, refuse to do anything about this mess. RightStuf also refused to take my complaint.

  Business Response

  Date: 01/10/2023

  This customer contacted us multiple times to let us know that the package arrived in poor condition and we explained that although they have ordered with us for 5+ years and have 25+ orders with us, they are aware that we package our shipments to a certain standard and that this is an issue with the shipping company. The items inside the package were described to us as perfectly fine so we asked what they would like to happen. If anything was damaged, we would have replaced it but the items that were purchased were in good condition, the box just happened to arrive damaged (which is why we use the premium packaging that we choose). 

  We have the multiple phone conversation recordings and the live chat transcripts that we can provide if needed but the customer never asked for any kind of resolution, even after we prodded to ask what they would like to have done. They just wanted to let us know that the package arrived poorly and that feedback has been passed on to the USPS.

  Please let me know if there's any additional information you need from us for this.

  Thanks,

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

  Customer Care Manager

  ********************** Anime

  Customer Answer

  Date: 01/10/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a Blu-Ray which included a picture of the item in a slipcase. When it arrived I noticed that it was not in a slipcase. I reached out to customer support and they directed me to a returns page clause which stated that they dont guarantee slipcases with any purchase even if its shown in the picture. Nowhere was this information made available on the items page. No effort to extend a refund or exchange was made. Honestly really predatory business practices. Obviously this is a recurring issue if they have a sneaky clause written on their Returns section. Items purchased should be the items depicted in the image and description.

  Business Response

  Date: 08/23/2022

  The images we use are provided to us by the licensor and publisher of the item. Typically, slip covers are only manufactured for the first run or first print of an initial release. The item the customer purchased was first released in early 2021 so they did not get a first print of the item. 

  Our website does have this as a return FAQ located here: https://www.rightstufanime.com/returnauthorization

  "Slipcovers are not guaranteed on all items even if the item is pictured with one on the website. Publishers change specifications on items and Right Stuf Anime cannot be responsible for typographical or pricing errors and/or any inaccuracies in product descriptions, imagery and specifications provided to us by publishers." 

  This isn't predatory but instead is explaining to customers why they didn't receive a slip cover and why that's not considered defective or returnable to us. We would have issued a refund to the customer but they never requested one as they still had the item they ordered and nothing was defective with the product. We will need ***** to send the item back to us since it is not defective in order to receive a refund and if the item has been open and used, we cannot accept it back.

  This customer also reached out to us on 7/******** why we hadn't shipping their order yet more than 5 days after they had placed their order. We had actually shipped the order the day before and it had only been 5 business days since the order was placed, which during our busiest month of the year and having stated on our website that orders would take between 3-5 business days to process, it was within that time period.

  Thank you for your time,

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