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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
12/24/2024
Complaint Type:
Product Issues
Status:
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.
I order a Pusheen cat product as a surprise gifts to an individual that is an online streamer. I was not given any receipt or updates on the item. I paid it from my credit card and I have bank records of the purchase. This is either a scam or they are stealing money.
Business response
12/26/2024
This customer emailed us on 12/24/24 stating he sent this as a gift and he cannot find his item. He said he has records of his purchase so we asked him for the order number and basic info like the name and email address on the order and assured him we would assist him.

He says the purchase was done by ***** J. ****** and we have no records of any orders with that name. We offered to check by the address but he would not provide that information either, and we also tried locating a purchase through the actual purchase history of the item and no one had purchased that item since 10/27/23.
If the customer wants help we will need more information
Initial Complaint
12/12/2024
Complaint Type:
Delivery Issues
Status:
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.
November 29 on Oriental trading I ordered my little brother ********* gift, fornite trading cards, through the third-party seller Toynk toys. My package said it was delivered on December 4 and its been eight days now Ive contacted both oriental trading and Toynk toys multiple times and Ive been told multiple different things. I was told theres an investigation going on with ***************** and I contacted them and they said theyve not been contacted at all and were not aware of this issue. Oriental training has contacted them twice and theres been no answer and Im not getting any answers. This is completely unacceptable and I would like the shipment of my order.
Business response
01/01/2025
This was a non receipt claim from Oriental Trading a 3P marketplace. We sent our standard non receipt response and issued the customer a refund for the item.
Initial Complaint
09/28/2024
Complaint Type:
Product Issues
Status:
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.
On 9.7.2024, I purchased items via Amazon 3rd Party Seller (Toynk Toys).AMAZON ********************* "Ninja Tissues (Set of 12 Individual Packs) (Ten 3-PLY Tissues Per Pack) - $7.99 ($79.90/100 sheets)"> "Number of Items 12"> "Product Dimensions ? : ? 8.8 x 2.5 x 4.5 inches; ***** ounces"> "Each box contains 12 individually shrinkwrapped tissue packs each containing 10 3 ply tissues"> "Product Description: You'll wipe away messes before anyone notices with these sneaky Ninja Tissue Packs. Contains 12 individual shrinkwrapped packs each with ten - 3 ply tissues inside."> Only ONE PHOTO of a box of multiple packs of Ninja Tissues was posted > On the UPPER RIGHT CORNER of that photo it says "12 Pack"There is NO MISTAKE in description, in ****************** that the listing is selling 12 PACKS of Ninja Tissues for $7.99.I have screenshots of the original listing.I ORDERED 13 SETS at $7.99 EACH (Grand Total = $113.10)Seller sent only 13 packs of tissues (1 sealed BOX of Ninja tissues containing 12 packs & 1 sealed PACK of ninja tissues)I should have received 13 BOXES, NOT 13 PACKS of tissues! (156 packs of tissues in all)Instead, the seller charged me $7.99 for EACH pack!The seller has 3 listings of Ninja tissues (3-pack, 6-pack, 12-pack). They do NOT have a listing for 1 single pack of Ninja tissues for $7.99. All the titles MATCH THE PHOTOS they posted for the 3 Ninja Tissues listings. In fact, EVERY listing of their other printed tissues had appropriate titles, photos AND descriptions of how many tissues are in the listings.I sent a photo to the seller to prove that I was not wrong that their listing is for a "Set of 12 Individual Packs" for $7.99. The seller refused to send me the rest of my order saying their listing was a mistake. Then asked for the tissues to be sent back.Seller has since changed the listing title to the Ninja tissues. YET, as of 9.28.2024 is STILL showing 12 packs of tissues in the description & the photo.
Business response
10/25/2024
This customer needs to contact ******. ****** is a 3rd party marketplace and there can be 100 sellers linked to the same product. We have no control over when another seller changes the title or description on an item. We have refunded their order.

thanks
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
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.
I purchase an item one the web from this company. The item arrived damaged, prior to shipment. The items is described as new, but was opened prior to shipment 9no protective packaging) and articles of the purchase were damaged, where the external l box had no breaches nor crush zones.I have tried calling the phone number listed for customer service (**************) The number is not in service. I have tried emailing CS for assistance with the posted email; only form responses return, promising intervention that does not come.I wish the item replaced with one in the condition of the promised advertisement.
Business response
07/03/2024
He complained about a damaged FBA shipment, These are orders fulfilled by Amazon and CS is taken care of by Amazon. He did not purchase from our website. Our CS spoke on the phone and shipped a replacement, all good. Second complaint was an **** order, he wouldnt tell us what was wrong with the item, he requested a return on ****, but refused to return the item, ***** ended up telling him to keep it and refunded the order on June 10th (Confirmed today on ***** the order shows refunded in full). All of his messages were responded to, thanks!

Hoping he will not order from our company anymore as he seems to not be happy with much of anything.

Customer response
07/08/2024

Complaint: 21819184

I am rejecting this response because:
" ***** ended up telling him to keep it and refunded the order on June 10th (Confirmed today on ***** the order shows refunded in full). All of his messages were responded to, thanks!"
These statement are untrue. I can provide documentary evidence to support that the business in not being truthfull:
1] **** contacted them, asking for a replacement; they did not repsond to either I or ****.
2] They did not respond to repeated emails or **** messages, save with auto-messages that did not address the concerns.
3] They did not respond to phone calls, return messages, and recently their phone iOS not in service.
4] I was NEVER contacted by any *****, nor offered to keep the item and be refunded.
5] **** told me to NOT return the item until they had processed a response by the seller, warning that to do so I would have no proof of return. **** wanted any return to go through their tracking system, which this seller refused to comply with, despite seller requirement for such.
6] I had asked only for the items that were damaged to be replaced, not the whole set; I received nothing to replace the items.
7] The description in the ad said new, but the package had been previously opened and the items clearly removed and damaged; the magazine torn when put back in.
This was an easy, responsible fix; just replace the items. Refusing to do such, I have been working with **** to recover lost monies. This seller miss-advertised their item, didn't respond in a reasonable manner to follow up resolution, never offered restitution, and refused the contractual agreements of sellers on the forum. They violated the contractual relationship of buyer-seller on this forum. I wish action taken against them for violating contract, falsely advertising their merchandise, failure to own restoration of buyer, and failure to communicate in a manner reasonable to sellers in your State.
Even in my followup, last message to ****, after **** found them at fault, they refused to respond or restore me. Their conduct is not representative of State standards and statutes.

Sincerely,

*******************
Business response
07/25/2024
This customer has been fully refunded. thank you
Initial Complaint
04/06/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged additional fees for my online order. The items is listed as free shipping, however when it arrived yesterday I was charged an additional $24.30 for taxes and handling fees. This was a big surprise since I ordered from Walmart.ca and I already paid GST and PST at the time of checkout. The item is currently listed as $87.99 CAD on walmart.ca. When it arrived the value is listed as $119.58 CAD I would like these fees refunded.*******************************************************************************************************************************************************
Business response
05/03/2024
We have refunded the amount of $24.30 which was the customers customs fees.
Customer response
05/06/2024

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.
The error has been corrected and the difference in funds have been restored to me.

Sincerely,

***************************
Initial Complaint
11/21/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 17, 2023, I ordered two (2) Hearthsong 3-D Unicorn Pumpkin Decorating Kits on Amazon. The 3rd party seller is ***** Toys. I received those 2 items on October 23, 2023. Then, on November 7, 2023, I received a shipment notification from Amazon for a 3rd kit. I did not order a third kit. I thought it was just an error. But on November 13 the kit arrived. I immediately contacted Amazon to inform them about the error. A day later, I get a message from ***** Toys saying the item is not returnable nor refundable. I have sent them messages over and over. They will not acknowledge their error. I did not order it! Oddly, some of their responses indicate that I ordered 2 kits. So, why did they send me (and charge me)for a third? Multiple people respond to the messages, but they don't read what is in their previous responses. One of the responses said I could return the item and to go on amazon to set up a return to get the shipping label. I tried, but it was rejected. So I messaged them again. The latest message says I can return it for a refund, but I have to pay to ship it back. The customer service is so unprofessional and beyond incompetent.
Business response
11/21/2023
The customer placed 2 orders directly on Amazon.com. The first order was for 2 items and the second order was for 1 item. Amazon's policy(and ours) is not to accept any makeup or decoration paint(her order) for returns.

On nov 18 my CS rep emailed the following,
"Hello

As a one time courtesy we have issued a return label for order 114-2692731-1693857. The item returning must be in sealed brand new condition.

Please use the label included in this message to return the item.

Thank you"

and included a prepaid return label. Once we receive the item back to our warehouse we will refund the item

thank you
Customer response
11/22/2023

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
05/17/2023
Complaint Type:
Service or Repair Issues
Status:
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.
On April 8, 2023, I made an online purchase from Toynk Toys in the amount of $144. I received notification on April 10, that my order had shipped. On April 13, my package was supposed to be delivered and was not. I check on *** for the tracking and it had not moved at all. I contacted *** and they suggested that I open up a claim as it had not moved in over 24 hours and that usually means its lost. I opened the claim and on April 17, TOYNK responded that they see the claim is opened but they cant complete it as they are only the shipper and that they had contacted the carrier. *** contacted me on a few days after that and told me that the original claim was closed as they needed more information from the shipper and to re open the claim, which I did. It is now May 17, 2023, my emails go unanswered, the texts that I send are responded to with the same answer every time, that they are working on it. I contacted *** and they are waiting for Toynk to finish the form and send it back. I have asked Toynk to cancel the order, no response. I originally did this purchase with at pay-in-4 and i paid the initial payment but have not payed another as i have no item to show for. I am scared this will ruin my chances of being approved for a pay-in-4 again. I have reached out to Affirm (the pay-in-4 company) for help but they cant do anything for me, they have suggested that I reach our to Toynk. I really need help getting this straightened out.
Business response
06/09/2023
I confirmed the customer's full payment was refunded May 18, 2023, 11:56 am CST
**************************;| Ecommerce Team
*********************************** | Toynk Toys, LLC
Initial Complaint
01/05/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a lava lamp for $50 for my son for Christmas. He opened the gift on Christmas Day and we set it up in his room, a few hours later I went into his room and the lava lamp had exploded spewing blue wax all over the place with multiple large stains that cannot be cleaned on the carpet as well as a ruined ******** switch remote that wont turn on, and multiple other items of bedding pillows *********** I sent a message to the Toynk and they told me to talk to Amazon, I talked to Amazon and they told me to talk to Toynk, I reached back out to them 1 week ago with no response. The sent a faulty product that caused hundreds of dollars in damage and could have seriously injured someone and refuse to do anything to rectify the situation.
Business response
01/12/2023
The buyer placed this order on Amazon, left a negative feedback and the filed a claim with Amazon. This was all done prior to contacting us. Amazon promptly refunded the buyer on our behalf due to a manufacturer defect. This issue has been resolved. Thanks
Customer response
01/13/2023

Complaint: 18693658

I am rejecting this response because
Nothing they claim is true. I gave them over 2 weeks to respond and did not file a claim with Amazon. I returned the item and received the money I paid for the item back, that however does nothing to remedy the hundreds of dollars in damage done to my property due to the faulty item that was sold. The only response I received from the seller was to contact Amazon, I did contact Amazon and they told me to contact the seller, I contacted the seller and they did not respond.

Sincerely,

*************************
Initial Complaint
10/20/2022
Complaint Type:
Delivery Issues
Status:
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.
Placed an order on 10/6/2022 for National Parks Pursuit ******************* Game. The box arrived via **** on 10/12/2022 but was empty. I immediately sent the company a photo of the empty box and they said the matter needed to be investigated. The replied saying the package weight was correct at delivery but they dont weigh packages at the time of delivery. My Ring Video ******** also shows the box opened and empty at the time of delivery. Order number TNK181812 for the amount of $42.99.
Business response
01/17/2023
He filed a false chargeback with his bank and he lost then filed BBB claim after we sent proof the package was not empty upon delivery. This is his 4th attempt at defrauding our company as well as others, ******, etc.
Customer response
01/17/2023

Complaint: 18253160

I am rejecting this response because:
I never filed a chargeback with my bank. I was attempting to work with the company and by the time I realized they were scamming me it was too late to file a chargeback. I have proof the package was received empty and will continue to pursue this until a refund is issued. Im in the process of contacting news stations in the ******* area so ToyNK can be featured on the Buyer Beware segment so no more customers are scammed. Ive never heard of ****** but if this is another one of their companies Ill also let folks know to avoid them.
Id also like to point out that I filed this complaint on October 20, 2022 and the company missed the deadline for answering. The complaint was closed on January 12, 2023 and this should go against their rating as they were clearly attempting to avoid the complaint.

Sincerely,

*****************
Business response
04/12/2023
I apologize for the lack of response. *****, who normally handles the BBB account for Toynk unexpectedly passed away in February. I have been trying to get all things handled but this slipped through the cracks.

This order was already refunded February 26 and the customer was emailed.
Initial Complaint
01/20/2022
Complaint Type:
Delivery Issues
Status:
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.
On December 16th 2021, I placed two different orders with Toynk toys. 1. Order #TNK143451 ($100.01) Tracking # ********************** 2. Order #TNK143456 ($63.17) Tracking # *********************** Both had an estimated delivery date of December 23rd 2021. On December 21st I received an email stating order #2 was delivered. It was not. December 23rd I received an email stating order #1 was out for delivery. I never received it. I was home both days all day. I checked around my place and with neighbors. I waited until after the holiday and on December 27th 2021 I sent email to Toynk Toys to let them know I never received either of the packages. They then told me they were opening an investigation with **** and it will take **** days. From December 27th 2021 to January 20th 2022, I have gone back and forth with both Toynk ****************************** and ****. Today, I was told it was nothing else they can assist me with. And they do not purchase insurance because **** doesn't pay reimbursements. I would like my money back. And I would like BBB to look into their business practices.The address I have for Toynk Toys is *********************************************************** Thank you for your time. *****************************
Business response
01/31/2022
Hello,
We did promptly respond to your claim of non-receipt on both of these delivered packages. Unfortunately, **** did deny your claim based on the proof of delivery on the tracking and a history
at your address filing non-receipt claims of items that show delivered. You did not purchase the insurance option at checkout. We did inform you that you, as the recipient can file a direct claim
with **** as they closed the shipper claim since you did not respond to **** with the information they requested. Please contact **** to open the recipient claim and provide info for reimbursement.
Thank you
Customer response
02/18/2022
Im out of money and do not have the products ordered.
With warm regards,

*****************************
Business response
03/02/2022
Hello,
We previously responded to the complaint and BBB closed the claim after we responded. Thank you

Customer response
03/08/2022

Complaint: 16658732

I am rejecting this response because:

I did not receive any response. The matter is not solved. I am out of money and do not the products I ordered. This is not ok.
You all have not returned my payment. The business is liable for missing packages. I never received anything. I feel like my money was stolen.
Sincerely,

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

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