ComplaintsforMiniature Market LLC

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order with Miniature Market for "Masters of the Renaissance: ******* il ********* - The Card Game", on October 15, 2023. The product was listed as "in stock". I selected "Customer Hold" for method of delivery, which, according to the *** (**************************************************), means: "Select Customer Hold as your shipping method during check out and we will have your order held until you are ready for it to ship."On January 24, 2024 (three months and a week later), I received this message: "Our warehouse has unfortunately informed me we are out of stock of Masters of the Renaissance: ******* il ********* - The Card Game and we are unable to get any additional units. I'm very sorry for any inconvenience this inventory error may cause."This is fraud. It is now impossible to find the product for anything approaching the price it could be found for in October.

  

  Business response

  05/08/2024

  At this time when the order was placed, we were going through a transition period in the warehouse with our fulfillment software that bugs were being worked through. As part of the clean up process from this transition and coming off the busy holiday season, we also started to go through our customer holds (a sort of layaway for customers to pay for items and then release them at a later point for the warehouse to send out) and noticed that there were quite a few items that needed to be fully refunded as our inventory was unintentionally incorrect. This customer was unfortunately one of the few that had to be fully refunded as, due to the nature of the board game industry, the game was no longer in print and we were unable to order any additional copies as a result. Again, this customer was fully refunded for their entire order as a result of this inventory issue and made aware via email. As a result, we have updated our customer hold option to no longer allow holds for over 6 months to alleviate any inventory issues that *** arise in the future similar to this one.

  Customer response

  05/10/2024

  Complaint: 21228994
  
  I am rejecting this response because:
  
  As I explained, a refund is in no way sufficient. When I purchased the item from Miniature Market, the market cost was a certain value. Since then, it went up considerably. Miniature Market, in effect, stole the cost difference from me. Not fixing the situation as I have entailed will be a legal admission of theft, and fraud.
  
  Sincerely,
  *********************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I've been a loyal customer of ********************** for over 2 years, ever since I discovered the hobby and they were a great source for the games I always look for. Their prices were excellent and I also liked their customer service. Unfortunately, their **************** has been on the decline in the last 6-months. And I have been so disappointed that it's now IMPOSSIBLE to reach **************** on the phone. They only respond to 'emails' sent to Support, and those can now even take days to get a response on. If they are understand, it's understandable but their lack of **************** cost me money.I had a pre-order with shipping included Order #10364****. Since MM does NOT tell customers the exact date of product release, all I can do is wait. Today is Tuesday, and last Friday I submitted an order Order #********* for items my son wanted to add. I put in a Customer Note, requesting that my order be combined. MM as of yet still has my order on 'Pending Customer Note'. I also put in a separate Order #********* with a note to combine. I DID NOT KNOW THAT ALL OF A SUDDEN MY FIRST ORDER ENDING IN **** WOULD SHIP (except, MM did NOT read my comments on the last orders as of yet and now I'll be forced to pay for shipping on those 'Customer Hold' items. I WISH I WISH I WISH that they would answer their phone, so I can say "Hi!, I just put in a an order please combine them thank you!". I'm at a loss if MM because I do NOT want to pay additional shipping on the orders they missed when this shipped. I did NOT know my first order would finally suddenly ship, if I would have known a date I would have calculated better. All MM says is Release October - December. OK???I'm hoping MM can fix this by shipping me both Orders Pending as Customer Hold (Order #********* and Order #********* and NOT charge me shipment for this mishap. Otherwise, I'm paying more and losing money. I'm pressuming MM will cancel my pending orders due to this mishap. SERVICE RECOVERY IS IMPORTANT!

  Customer response

  11/06/2023

  Miniature Marker resolved this for me

  They released both orders and shipped at No Additional Cost to me. 

  The best way for me to reach Miniature Market support was via the ******** Messenger Portal. They dont answer phones and they take too long to respond to emails 

  but issue is now resolved and orders have been shipped out. Business did a service recovery 

• Initial Complaint

  10/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed a preorder for a game that was released on 10/18/23, it's now 10/29 and it still has not shipped. Placed a regular order on 10/20/23, and it's 10/29 and still has not shipped. Two emails and no response. Miniature Market has completely lost my support. If you are getting that many emails that you can't answer, you're doing something seriously wrong. Approximately $111 total for both orders.

  Customer response

  10/31/2023

  I have emailed them on 10/24, 10/27, and 10/31. I also posted on their ******** page and sent a message via FB messenger. There has been no reply in any form.

  They have my email and phone number, on the order, so there is no excuse.

  The order placed on the 20th finally shipped after 11 days! The other order should have shipped on the 18th when the game was released, as all other online vendors are shipping it. 

  

  Business response

  11/21/2023

  Order ********* Order Placed 10/8/2023
  
  We did not receive our copies of Ancient Knowledge until late on Friday, November 10th.  We processed and shipped orders on Monday, November 13th.
  1Z192W9VYW92850485

  Order ********* Order Placed 10/20/2023 during our free shipping promotion
  
  Order shipped out of warehouse on October 30th
  1Z192W9VYW92595412

  Customer response

  11/21/2023

  Complaint: 20796401
  
  I am rejecting this response because: They had an opportunity to email me when they knew the shipment was going to be nearly a month late. They do not reply to emails for weeks, if at all. The other order took 11 days to ship and everything was in stock.

   

  Comes down to absolutely no communication about delays, and no response via customer service. If it takes weeks to respond to a customer inquiry, then you are doing something vastly wrong. If you're getting that many emails about customer orders, you're doing something vastly wrong. If it takes ******************************************* stock, you're doing something vastly wrong. If the release date for a preorder item is not going to be met, you have an obligation to inform the customer. It's not real hard to be proactive. 
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on Friday, August 25 (order # *********). I attempted to cancel the order later that same day, reaching out via email and voice-mail. The product shipped on August 30th, with no response from customer support until additional calls and another voicemail were left.Working with ************** from customer support (emails exchanged September 1st and 2nd), we arranged a return and refund of that product. I received a prepaid return label, and sent it through *** in the same box it arrived in as soon as it was finally delivered on September 9.Using the including tracking information (#1Z192W9V9097736265), I know it was delivered to them on Sept 18. (Received by ************, according to proof of delivery)However, I still have received no information regarding a refund for my purchase. I received no further communication from support, can find nothing in my user profile, and my bank shows no deposit of an appropriate amount that would account for these funds.I sent an email about this issue on October 10, generating a new support ticket (#******). I have also called multiple times and left two additional messages, trying to establish any kind of contact. These efforts have thus far resulted in nothing.I only want my agreed-upon refund, even store credit would be acceptable. But I don't know what else I am supposed to do when the company seems impossible to contact.

  Customer response

  10/19/2023

  Received a reply from ***** at MM at 6:19pm CST. Have replied with details of my problem, may be able to resolve directly through their ******** messaging.

  

  Business response

  11/21/2023

  Customer requested a refund and a gift card was issued. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On August 29th I placed an order with Miniature Market. My order number is #*********. I reached out to them via email to their support team on September 9th as the order status on the website read only as "Order Received". No action had been made to fill the order. I received no reply, so I reached out again via the email thread on the 15th. This email also went unanswered. I submitted another ticket on the 19th of September stating I was agitated at the situation. On the 20th they merged the tickets and finally got back to me. They apologized and said they would look into it. I have since heard nothing more from them even after sending another email on the 29 asking if there is an update. The status of my order hasn't changed at all during this time and still says "Order Received".I just want the products I ordered. If they are sold out of some of the items in my order, I would like a refund of those items and for them to ship the remaining items with free shipping as one of the reasons I spent the amount I did was to get free shipping.

  Customer response

  02/13/2024

  The package finally arrived. It took them months, and it was missing an item. When confronted, they deflected me several times. Luckily, I recorded myself opening the package. Once I shared the video with them, they begrudgingly gave me a partial refund. It was a very unpleasant experience.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction made online for a kickstarter pre-order that they were to carry as a product (Order #*********). Asked to cancel the pre-order and they just ignored all my emails and phone calls. Their customer service team is completely unresponsive. Now need to work with my credit card company to file a charge back to resolve this issue. It appears they just completely ghost customers. Very unprofessional.

  Customer response

  10/03/2023

  The merchant has responded by email that they will be cancelling the order as requested.

  Thank you for your assistance.  This complaint can be considered closed.
  

• Initial Complaint

  04/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a pre-order 6/1/22 for a product that shipped out 3/30/23. On 4/9/23 I was notified via UPS tracking that they were unable to deliver to my address and returned to sender. I reached out to Miniature Market 6 times since 4/9/23 they have not responded to a single request to either ship or cancel the order: *********

  

  Business response

  05/23/2023

  **** ***** - First emailed on April 11th.  Per tracking his package was returned to sender.  Hannah responded on April 25th and offered to have the package reshipped.  Customer requested it be cancelled.  Hannah confirmed cancellation and refund on April 25th.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have tried to contact the company through multiple channels, including phone and email, to get information regarding the status of one of my purchases made on 2/27. The company has not to responded to any form of communication in any way, and has disconnected their phones.I would simply like a complete refund for my purchase, nothing more. The invoice for my outstanding order is enclosed.

  

  Business response

  05/23/2023

  ************************* emailed asking customer service about a status update on March 27th.  Due to backlog he did not receive a response until April 6th.  There were several responses back and forth (see attached) on the 6th and the order was cancelled at his request.

  Customer response

  05/23/2023

  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

  04/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have placed nine orders with Miniature Market's on-line store recently. They have a hold feature offered through their store and free shipping if you tally up $99 or more on your held orders. I have used them for years. On March 16th I sent them a standard Support email to release my orders. On March 20th they acknowledged my request and said they were releasing the orders. I was told it could take 1-3 days for the orders to be released to the warehouse for shipping. It is now the 3rd of April and I have not heard from them again. My nine orders still show "Waiting for Release" on my account page. I have sent them ten emails through Support and they have not replied to a single one. Last week they announced they were discontinuing their chat and phone support. I just want them to ************** but it appears they have simply stole my money and kept my merchandise. I even contacted their CEO but he has also not replied.

  

  Business response

  04/25/2023

  A customer service representative responded on April 4, 2023. All orders were delivered April 11th, 2023 via **** See attached *** confirmation. Miniature Market awarded him **** reward points for the inconvenience.

  Customer response

  04/25/2023

  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

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A spiteful worker cancelled my order citing the fact “i wasnt happy with shipping times” His name was ****. And he is the customer service supervisor. I previously told him DO NOT refund my order, as im canadian and will lose the difference on exchange. He went and marked my order as shipped and completed to hide his deviousness, and when i called in he basically told me too bad. I have lost $50 from this, aside from all the time and energy. At the very least i want that $50 returned to me.

  

  Business response

  12/17/2021

  The customer placed two orders with us. Order ********* on 11/24 which was for a preorder, and order ********* on 11/29 which was shipped out 12/03. The customer contacted us on 12/07 regarding order *********  and asked why the tracking only showed label created. We explained for international deliveries that tracking information is not updated until the package is received at the shipping distribution center. Our Associate let the customer know tracking is usually updated within 7 business days, but depending on shipping delays, it could take up to 30 days for the package to show any updated information. We let the customer know our policy is that once the 30 day mark is reached, if tracking is not updated from label created, we either refund the order in full or we send a replacement depending on the customer’s preference. The customer was not happy with our policy and began getting aggressive with our Associate. We apologized and offered the customer reward points for the inconvenience.
  
  The customer then called on 12/09 and again asked about their order and a different Associate relayed the same information. The customer began using aggressive and vulgar language with this Associate and asked to talk with the Supervisor. While talking with the Supervisor the customer used the same language and hung up. On 12/10 the customer called twice. The Associate that talked with the customer on 12/09 took the call and the customer began belittling them based off their previous encounter not knowing it was the same Associate. The customer then demanded to speak with the Supervisor again so they could record the call and information we previously gave them. After this the customer called again because they saw we had cancelled and refunded order *********. Whenever an order is cancelled, after the refund is completed, the order is marked Shipped-Closed in our system.
  
  At this time, we have refunded both orders in full and let the customer know they are free to keep the order that is currently in transit. We chose to refund the orders for the following reasons: We cannot guarantee delivery within the time frame the customer expects, the customer is not willing to adhere to our policies, and because of the aggressive and vulgar language the customer used in both the phone calls and emails they sent.
  
  Attached is are copies email communications we had with the customer.

  Customer response

  12/17/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  Thats all rubbish and doesn’t Explain anything. I was being “vulgar” ?

  how so ? By insinuating you are lying when you tell me ***** can take 30 days to 

  update tracking, an outright lie. 
  

  as per your own website, and email to me. After i was given an initial 

  tracking, i was supposed to receive another. 
  that was about 3 weeks ago, and still everything just shows As label created.

   

  as per your own submissions, i waited nearly a week before calling back after being told 

  tracking should update in 2-3 days. 
  

  insinuating you are incompetent and a liar isn’t being vulgar.

   

  i specifically said DO NOT cancel and refund, as i will lose substantial money in exchange fees. You then went ahead 

  and acted out of malice. 
  you keep referencing this “package i can keep” which isnt 

  on the way. 
  

  furthermore im appalled at how this business carries an A+ rating when all 

  complaint’s i see arent settled in the eyes of customers , and one only needs to check reddit

  to learn this is a common theme. 
  

   

  you may think you “refunded me in full” but im out over $120 from the 2 orders, 

  nvm the fact i can now no longer preorder everfest. 
  

   

  Im currently rounding up as much as possible to send to legend story studio’s.

  from you guys cancelling pre orders to sell at inflated prices, to messing with customers trying to

  order  FAB products through miniaturemarket.

   

  i will also be following up with the bbb for an explanation on 

  how they figure you guys get an A+

  
  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. ↩