ComplaintsforMedieval Collectibles

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a "mace head" from Medievil Collectables. I never received a sales receipt. I never received my item. The company is not offering a refund. I never received a receipt of sale. The company claims the item is on back order and I can select and in stock item. Company is not offering a refund. I never received a sales receipt and never received the item.

  Business response

  08/08/2024

  *********,

  You ordered an item that was out of stock. Our website clearly states the item is out of stock before you order. We promptly notified you by email it was out of stock and gave an estimate of how long it would be until the item will be able to ship. The reason you aren't getting some of our emails is not our fault, as you then admitted you did "find" the email. We have sent emails to you on time and been very transparent with you about the item you ordered. We have never denied or given any customer a hard time about getting a refund. All you have to do is tell us you want to cancel your order. You have only asked for a refund in the middle of last night, which our office is not open during that time. We do see your newest email and this BBB complaint, requesting a refund, as we come into the office this morning and we will promptly refund you now, in full, and cancel you order.
  

  Customer response

  08/10/2024

   
  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 as I received a refund.  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business does not offer refunds for returns, only store credit. We had to return a pair of boots because the listed size chart did not match what we received. Boots were advisor for a 12-13 men's shoe size but what we received was closer to a size 15 men's shoe size. We returned the boots using an authorized return label. The business confirmed receipt of the boots and sent us an email with a code to use for a credit of $59.95 towards a future purchase. I have the original emails and the code that was offered. There is no expiration or "use before" date listed. I have been in multiple emails communicating with the business and today spoke to a support supervisor but they will not honor the store credit email because they lost the record for the code. I have on record the supervisor saying and confirming that they have a record of receiving the boots and they have a record of the emails but cannot find a balance with the code. It's a completely unethical and wrongful business practice that when all the evidence is there they refuse to honor the credit using their system. There was nothing on the emails or confirmation code for store credit email that said we needed to use it by a certain date. We had been waiting for a boot item to come back in stock but it never did so we gave up waiting and just wanted to use the store credit and have that finished. I'm appalled at how unwilling the store is to even assist when the fault of losing records is not mine and they refuse to even come up with a creative solution to assist or reissue a new credit code. As far as resolution I would accept either a refund to my credit card or a new store credit code for us to use. The amount is $59.95.

  Business response

  03/07/2024

  We do offer refunds and not only store credit. Our return policy states "We will take returns for up to 90 days from the ship date of your order. We can only process refunds for items returned within 30 days, after 30 days we offer store credit only." The order you are speaking of is 8 years old. We issued you a store credit code 8 years ago. We have an automated system that keeps track of store credits. The code we issued you has a $0 balance, this means over the course of the last 8 years someone has used it. Unfortunately we cannot see what order it was used towards. If you had returned your boots back to us within 30 days of receiving them, we would have been able to refund you.

  Customer response

  03/08/2024

  Medieval Collectibles simply replied with their return policy, which is not relevant to this situation. My choice to accept a store credit in December of 2016 (7 years, not 8) was because they would institute a restocking fee against my credit due. The boots we had hoped to get instead of what we returned, were out of stock and we gave up on getting those. WE HAVE NOT PLACED ANY ORDERS OR USED THE CREDIT, WHICH THE COMPANY CAN CLEARLY SEE WITH THEIR RECORDS. MY ADDRESS HAS NOT CHANGED. The problem is that they accepted a return from me, and emailed me a useless code for store credit. I’ve shown every email and communication. They could look at their records and see if we’ve placed an order. I believe whoever initiated the return, and provided me the return code made an error. I’m not being unreasonable and simply asking for what is due to me. They could have issued another credit code to me, and that would have worked. This is complete fraud. And they control all the parts. There was no expiration or use by date on the code or mentioned in the email. They didn’t have the volume of merchandise in 2017 like they do now. The fact that they are willing to lose a customer because they refuse to do the right thing is completely bad business. I’ve been more than reasonable and accommodating. My next step would be small claims court, contacting the state AG, or looking into a claim of mail fraud since the USPS was involved with the return of the boots. I would hope that they would see the logic and common sense in what I am asking for. 

  Business response

  03/11/2024

  We do offer refunds, not just store credit. Our return policy states "We will take returns for up to 90 days from the ship date of your order. We can only process refunds for items returned within 30 days, after 30 days we offer store credit only." Your order was placed 8 years ago and you returned the boots after 30 days therefore you were issued store credit. Your store credit code now has a $0 balance. Over the last 8 years, it seems it has been used.

• Initial Complaint

  05/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered 2 trinket boxes from Medieval Collectibles and paid US $39.74 UPS Worldwide shipping in my shopping cart. The order arrived quickly, with which I was impressed, but when I opened the door there were 2 UPS guys - I can only assume for intimidation - and they insisted the parcel was sent COD and required me to pay the COD charge before they would release the box. I told them I already paid for shipping and I'm not paying another cent, and to return the box to the sender. Charging customers for exorbitant shipping (nearly $40 for a small, light parcel) and then sending the parcel COD is blatantly fraudulent. I emailed the company but they've yet to respond, which is surprising considering they replied within minutes to my 3 former emails. All I want is a refund in full back to my credit card. I have no information this happens often, but I'm certain I'll never buy from them again.

  Business response

  05/29/2023

  Hello *****,

  I understand your frustration with this. We have already replied to all of your emails. In our 20 years of doing business, our company has never sent a package to a customer as COD, we don't accept payment that way. It sounds like the UPS delivery people did not fully explain what the charge was. I believe the amount the UPS drivers were collecting from you is a bill from your country for importing products, a customs and duties tax. We have absolutely nothing to do with this charge, it all depends on your country and what you have purchased. The amount you paid to us was for the product you ordered and the shipping to get it to you. The amount UPS collected goes straight to your country, it's a tax. UPS has to collect it on behalf of your country. Unfortunately, our company has nothing to do with the charge you are filing a complaint about. The correct place to file a complaint or dispute would be against the actual party who imposed the charge on you, which is not us. You may want to contact Canada Border Services Agency and see if you can dispute the tax they charged you.
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a pair of boots at the end of July to wear for a renaissance festival in September. I wore them once for a few hours and they fell apart. The sole came apart from the upper boot. I sent them pictures showing the damage but they only refunded me $12 even though I paid $70. I've tried leaving a review for the boots to warn other people but they never post my review. It's not so much about the money, I just want to be able to warn other people that the boots may fall apart quickly.

  Business response

  01/16/2023

  Business Response Contact Name and Title: ***** ***** Contact Phone: XXX-XXX-XXXX Contact Email: *****@medievalcollectibles.com Hello *******, I have reviewed your order from July, it appears the refund was for $13.50 and that was a partial refund because we were unable to accept the boots back due to the condition they were in and the length of time (almost 2 months) you had the product. Had they been damaged upon receipt and reported with in a few days of receipt, before your wore them, it would have been different. Products are not indestructible and it's possible you can break your product. You should be able to easily repair these if you wish, as most shoes have glued construction. Look for a product called Barge All Purpose Cement, it's also available at Amazon. Follow the directions on the can. You should be able to glue the part of the heel back on to the sole. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) As I stated it's not really about the money even though the amount refunded was absurdly low. It's the fact that I can't leave a review to warn other people that the boots fell apart after one use. How many other reviews are not posted because they are negative? I'm not asking for more money refunded I just want to be able to let people know that the boots are poor quality. Business Response We do get to choose what is and what isn't posted on our own website. We take all reviews very seriously and look into any type of complaint. We decide if a bad review truly represents the product or not. Sometimes people break a product and then blame it on the product rather than take responsibility for it and that isn't fair. In your case, we sell hundreds of these boots a year. We had not actually had this problem reported for these boots before. Based off the information and pictures you provided us and the history we have with this product, we did not feel your review truly represented the product. If we get consistent low reviews for products, we actually stop carrying them because we don't want to sell products that don't hold up to our customers expectations. That is why you don't see a lot of items with low reviews on our site, we stop selling those items.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Medieval Collectibles order #MCI-XXXXXX ordered June 19th, 2022. Order was refunded August 10, 2022. I ordered the product "Alchemy Speculum Wall Mirror" as a birthday gift for my fiancée. The online webstore currently notes the product as "Out of Stock: Estimated to ship in 3-5 business days." On June 21st I was informed that it would take 3-4 weeks for the supplier to restock. I have repeatedly asked for updates since this date has long since come and gone. On July 28th, 2022 they issued a partial refund to compensate me for the delay. Today, August 10th, 2022, I was informed they were still waiting on restocking which would take 1-2 weeks. I told them they should be providing accurate information, as this order was placed 2 months ago and they continue to give me ETAs that are inaccurate. Upon pressing the issue, attempting to leave a review on their website, and being denied; they ultimately cancelled my order and issued a full refund which I did not request. As I have a sunken cost of the time I have spent pursuing updates on the matter over the course of 2 months, I find this refund resolution rather unsatisfactory, (especially since it was never requested, I wanted the product I ordered!) and it seems to be retaliatory for a customer who is upset that their order has taken much longer than expected, communicated, or advertised. I have invited management to contact me. I appreciate the customer service representatives who are doing their jobs to the best of their abilities, but feel that this is an entirely inappropriate response from Medieval Collectibles.

  Business response

  08/17/2022

  Business Response *******, A full refund absolutely was not retaliatory. As we have explained many times, the manufacturer is experiencing delays. They will not give us an exact restock date that we can pass along to you. Instead, they are giving us estimates, and we are in turn giving those estimates to you. We are very sorry they were not accurate. You said you wanted to continue to wait for the mirror, however you also said we were lying to you about the restock date and you were completely dissatisfied with the information we were giving you. We felt there was no other option than to provide you with a full refund and let you move on to try source this product elsewhere and not continue to hold your money. Perhaps when you see it is back In Stock on our site, that would be the best time for you to place an order. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I have never in my life experienced a business cancelling an order that has been delayed simply because a customer asked for reasonable updates. I must also emphasize, I never asked for it to be canceled! In fact I emphatically told many customer service representatives NOT to cancel it as that would only delay the process further. Mind you, this is a process wherein multiple ETAs on restocking and shipping had already been missed. I was unsatisfied with the most recent update (1-2 weeks for restocking) because I could not trust it to be accurate in a string of incorrect ETAs which have come and gone. The ETA provided (like the others) would likely come and pass once again. Your response shows that the information you were providing was, in fact, inaccurate, and it makes me wonder why you would continue to knowingly provide inaccurate shipping updates (i.e. "lying") to a customer who has been waiting for so long. You also note in your response that I never cancelled the order and, in fact, preferred to wait so what was the reason for cancellation? That you couldn't provide an accurate update on restocking? Yet you happily provided several inaccurate ones over the course of 2 months? The advise to wait for reorder when it is back in stock is also unreasonable and not at all amicable. It was cancelled against my wishes, and reordering after it is restocked on the website would put me to the back of the line (after everyone else who is already on backorder) in addition to the 2 month delay, headaches, and several customer service emails I have spent trying to get accurate information on when this product will actually and truthfully reach me. It makes me wonder how many others are experiencing these same issues and how many other customers there are whose orders you are forcibly cancelling without their consent after making them wait for months and giving them incorrect information on when it will ship. An amicable solution in my mind would be reinstating the order and ensuring the product I ordered is delivered in an expeditious manner. You might also consider providing a discount, providing expediting shipping when it arrives, and/or providing store credit as compensation for the massive delay and unjustified cancellation. Business Response I fully understand you did not want your order cancelled. I cancelled your order. We have the right to refuse a sale. I have only had to do this a few times in the 20 years we have been in business. It is extremely rare that we choose to cancel a customers order. It was not cancelled because you were asking for the status of your order. It was cancelled for the way your treated my staff. I am truly sorry that the manufacturer of the item ordered is not able to give us an exact date of when we'll have the item back in our warehouse. It is in our best interest to keep stock of items so we can quickly ship them out. We are not doing this on purpose, we would have loved to fulfill your order immediately. Every time you emailed for an update, we actually call the manufacturer and ask them for an update. We are not making up time frames. We then relay that information back to you. Unfortunately in this backorder situation, this was the best we can do. Not all backorders take this long, but sometimes they can take even longer, each item/manufacturer is different. I am sorry it worked out this way. Take care and we wish you well. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I was never told the order was cancelled because of "how I was treating customer service." So now you're saying, in a well-documented resolution thread, mind you, that you also lied about why the order was cancelled. Sure, you have the right to refuse a sale, but usually that takes place at the point of sale and not two months after a customer asking for updates on delivery. This seems like you cancelled it out of convenience more than anything else. I am also wondering how I treated your staff? You can review the documentation provided, which shows all I did was ask for accurate updates and suggest that the information I was being provided was not accurate, which you, yourself have confirmed once again. I fail to see how I am at fault here other than perhaps being a little snarky and persistent. I did not threaten anyone, yell, curse, or call anyone any names. In fact, I repeatedly thanked your customer service representatives multiple times and noted it was not their fault for delays. I have waited for longer delays. I would think a customer waiting on long delays for an order should be entitled to reasonable updates on delays and know that the information they are receiving is accurate. Your customer service or management team could have easily said you simply did not have an accurate restocking date at this time and would keep me updated as to when you had one. Instead, I was given multiple instances of inaccurate information on restocking, a litany of bizarre excuses (i.e. "supply chain shortages on diapers and baby formula"), and continue to be misled, which appears to still be the case even while trying to reach resolution. I will also note my correspondence, reviews, and notations (both here and elsewhere) are all entirely accurate and truthful, while yours appear to be less so. I do not think this is an appropriate way to run a business or reach resolution, especially when you consider that the business' stocking, shipping, and updates are more at fault than a customer being a bit annoying by asking where their order is. Based on your most recent response, and since you have not offered any terms of resolution it does not appear you are interested in resolving this, so my reviews will remain posted as is. Though if you do have any interest in resolution, I would like to hear it.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a product in the original condition and original packaging when I received it, per the vendor's return policy. They are now refusing to honor the return. I want my refund for the cost of the items minus the shipping.

  Business response

  01/31/2022

  Business Response *****, I understand your frustration, this is an unfortunate situation. The returned items we received were not properly packed and therefore were damaged upon receipt. We cannot take back damaged items. We are trying to help you with this issue by filing a UPS claim. We hope that UPS will cover your damage, and if so, then we can refund you. We will update you by phone or email once the UPS claim is finalized.

• Initial Complaint

  09/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They are the "leading business" for Renaissance wear. They charge a lot for shipping..... Everytime I order they say items are in stock but they are not.... So they cancel the order the day it is suppose to arrive. I work in costuming for Shakespeare plays and they never deliver what they say is actually available.

  Business response

  09/20/2021

  Business Response Contact Name and Title: ***** ***** Contact Phone: XXXXXXXXXX Contact Email: *****@medievalcollectibles.com Mr ****, I understand your frustration. We try our best to provide information to our customers before they place an order, so they know ahead of time if they will get it in time. I do show this was your first order with us. You placed your order on a weekend, 8/29. I have a copy of your order confirmation attached that shows the inventory on our website was displaying correctly. It says the shirt you ordered is on backorder, and on our website it specifically says Out of Stock. We also called you after you placed the order to let you know the item was out of stock. You then chose to cancel your order and we promptly refunded you in full. If you choose to order from us again, and I do hope you'll give us another chance, I would recommend calling us to place your order. This way we can absolutely make sure that we have what you need in stock and get your order shipped the same day. Thank you for your feedback and we hope to earn your business in the future.

*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. ↩