ComplaintsforHorror Merch
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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Misfits - Ghoul - Toony Terrors [Figure] Order#******** August 3, 2023 Paid Fulfilled $22.99 USD. As of today, June 26 2024 I have yet to receive the order, a refund, a credit or voucher. It is/was understood that this particular item was a pre-order, however the estimated time given for the item is not consistent as it has been almost 1 full year since the order was placed. An email was sent 12/19/2023 stating they were sorry for the delay, and that they would issue a digital voucher directly sent through email approximately 5 days after the email was sent That voucher was also never received. This exact item was observed at a local Target store near me, therefore I do know the item is real, and not fraudulent.Business response
06/27/2024
The email update (also previously sent dec 19) has been resent. Along with the merch voucher as listed within the previous complaint saying it had not arrived.
Please be sure to check your spam/filtered email address for previous updates and vouchers for further information.Initial Complaint
05/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order has still not been received. I contacted the company multiple times and they have failed to issue a resolution. Now they just won't contact me back at all.Business response
05/31/2024
One shirt was already delivered with tracking link
USPS
**********************
SuccessDelivered
Delivered on
Friday, September 29, 2023the remainder is already in line for a refund to the customer
Customer response
06/03/2024
They have been saying that I will be issued a refund for the past 4 months. When will this come? 2025? Haha
I just can't believe that this is a functioning business' process.
I guess at this point I just have to call it as thrown away money.
thank you for trying to help in this matter.
Business response
06/09/2024
One item delivered
Fulfilled
September 22, 2023
USPS
**********************
Delivered on
Friday, September 29, 2023
remaining item refunded.Initial Complaint
05/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order with Horror Merch on Jan. 3 2024 for 1 hoodie. The item was not a pre-order nor out of stock. Order was placed and paid for and received an order # ********. Payment went thru my account within the hour with no problems and I received an email stating I would getting shipment details when the order has shipped. I've ordered several times before with them and while not the fastest they weren't terrible so felt confident with this order. About 6 weeks go by and nothing so I email them asking for an update. Mind you Horror Merch has no way to contact them via phone to speak to anyone and using thier email contact just gets you an automated reply, mine was their shipping policy from thier FAQ page stating most items will ship with 10-14 business days unless is pre-order etc (mine was not). Continued to email until apparently a customer service rep replied with just "you'll get your item" email and did not give me any type of eta. Again I wait, several more weeks and still no shirt or email so I try again, again auto replies which provide no help and no way to contact a real person to speak to.
Eventually someone replies. I asked where the order is and gave order # ******** and everything and state at this point I just want a refund. On March 22 2024 I was told I would receive a refund in the order orders were placed. They took my payment within an hour and it is now May 21 and I have not received my order or refund and I have emailed them 3 times since being told a refund is being issued and I have not received a single reply.
At this point I just want refunded and to never do business with them again. Some really great products but a company that can no be reached by phone, email, social media, nothing is a huge red flag l. Quick Google search showed numerous os the same type of complaints, I should have done that before any business was done with them. I have all email correspondences saved and can provide
Business response
06/04/2024
As the customer has 3 other previous purchases with us (that had all shipped and were delivered) this is not their first purchase and they were made aware of the turnaround times prior to purchase with the terms and conditions they agreed to at purchase (also within their purchase receipt and the product description).
As this item has not been restocked it is already in line to be refunded and will be updated once the customer is refunded.
Posting further (here, email or social media) will not speed up this refund as there are other customers ahead of you to process prior to your purchase.
If the customer has mistaken this purchase with another purchase from another company as a first time purchase - they will need to contact them for further information
Business response
06/13/2024
This has been refundedInitial Complaint
05/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello I made my purchase a very long time ago Agust 23,2022 It was a pre-order. I completely forgot I had made purchase a while back. While looking thru my shop app I remembered pre-order that never arrived. I tried to look thru shop app to figure out what happened and I accidentally pressed delivered today 5/18/2024 I went to their website horrormerch.com to talk to them and there is literally no way to contact them at all. It asks for order number email and that is all. From the looks of it items were never sent. Address on site seems like its an address that does not exist at all. This site seems like it's a scam.Business response
05/20/2024
As we have emailed the customer - these items are arriving this week and are currently shipping.
Tracking info will be sent to the customer when we reach their spot in line
Business response
05/20/2024
Correction, customer was sent an update and merch voucher in Feb 2023.
It has been resent to the customer.Initial Complaint
05/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
It started last year when I ordered 2 horror figures. 1 of the figures came about 6 Months later . The other figure I never received. So I tried contacting them . They emailed me back , and said they canceled the order, but didn't offer to refund my money. But they said that they would let me pick another figure. So I did , and I still haven't received the figure. It's been 4 months, and I'm sick of dealing with these people. The order # ********. This Business is a 3rd party business And they need to be put out of business. Hopefully you can help me.Business response
05/16/2024
Your purchase from march is listed as ARRIVING SOON. As these items are under 60 days from purchase - and also on the way to us next week. You will receive updates once they ship for your purchase.Business response
05/16/2024
As the customer does not want to wait for the replacement item arriving next week (within 60 days from purchase of the replacement) the voucher has been cancelled and the original item has been sent with
tracking link.as it is past our daily pickup, it should be updated over the weekend.
Initial Complaint
05/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order back in July 2023. For a pre-order item. I received an email in November 2023 stating I'd get a refund which has not happened as of now. I reach out to the merchant and no response. This company should not be allowed to do business! I've worked in retail and it does not take this long to get a refund! Customer service is horrible!Business response
05/07/2024
As we had previously sent emails in November - you received a merch voucher for the purchase amount. As you had mentioned a chargeback for your purchase, the voucher has been cancelled awaiting the chargeback from your billing provider.
We are unable to offer further vouchers or refunds until you process the chargeback with your billing provider.
Customer response
05/08/2024
I am rejecting this response because my billing provider will not do a chargeback due to the time that has passed since the initial charge. They are referring me to the seller. I've worked in retail, the customer does not have to initiate a chargeback for a refund. A refund can be issued directly from the seller. At this point I want my money back as previously mentioned back in November. It does not take six months to issue a refund.Business response
05/08/2024
We are not able to offer a refund when a customer says they will file a chargeback as the customer can still file a chargeback after a refund has been sent.
Working in retail or not, it is listed in our terms and conditions that you agreed to and within your receipt that if a customer mentions they are filing a chargeback, we are unable to move forward on a refund until 1 year from purchase as we still have received chargebacks up to 3 years from purchase.
Initial Complaint
04/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This is a complaint about horrormerch.com for not sending me my item and not giving me a refund. The order date was August 2nd 2023 for a Toony Terrors Misfits Ghoul action figure. The cost was $22.99. I emailed them several times about what's going on and asked for a refund. They told me that I would have to wait in the order it was received. No action has been taken and I'm kind of mad about it. I'm not the only one who has this complaint. Here is some more information Account: ***********@gmail.com ORDER #: ******** They have never provided me with a tracking number because it's still being ready is what they say. I seen their advertisement on a sponsored Facebook post. I attached some emails for you to look at.Business response
05/31/2024
As the email address *********@rocketmail.com does not exist we are unable to connect it to a purchase.
If the customer has an actual purchase with us and already received note about a refund it will be processed in the order it was received or has already been processed.
Initial Complaint
04/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I shopped online at the company website back in July 2023. In December I received notice that the items I purchased were nearing an “expiration date” where the company would cancel my order and send me a voucher for my money. I never received said voucher. I tried to contact the company on several occasions through the only means they allow, email through their website. Finally, they contacted me back saying that my orders were cancelled and they sent the voucher for my money. I told them I did not want to shop at their store for any of their other products. Told them I want my money back. They have not responded or returned my money. Over $100 that they are holding onto. I ordered from them, they took my money and gave me nothing.Initial Complaint
04/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I preordered an item at the beginning of the year and apparently they couldn't get the item which i already paid for when ordered. They sent me a store credit minus a restocking fee for an item they couldn't get. I used my store credit to buy an item that was in stock at the time and said it would ship in 3-4 days. Apparently that item wasn't in stock either. I've emailed their site only to receive automated emails telling me nothing of my order. There is no way to contact them and they do not respond to any questions. At this point I want the item I ordered or a check refund. Once this incident is over I'm done doing business with this company. No communication at all,customers are left in the dark and only want to know what's going on with orders.Business response
04/15/2024
As it is under 60 days, further updates - or refund will be sent once they are available.
We will not have further, or different updates via third party sites - including the BBB until further updates are available.
Initial Complaint
04/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered some merchandise from this store in June of 2023. I received some of the merchandise but the rest was never received as it was on back order. After several months and many emails, I asked for a refund. They advised that it had been too long so they would give me a credit. I received my $85 credit and ordered items that said they were in stock. Now the items have not been shipped and their non existent customer service is no help at all. They only give sarcastic remarks. I believe that this "business" may be a scam.Business response
04/15/2024
Your replacement merch voucher items were already delivered
tools.usps.com/go/TrackConfirmAction.action?tLabels=**********************
Your item was delivered in or at the mailbox at 10:50 am on April 15, 2024 in ********** ** *****.
Please revisit previous emails for further informationCustomer has a zero account balance as of this shipment that has already been received
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Contact Information
PO Box 666
Hilliard, OH 43026-0666
Business hours
Today,By Appt. Only
| MMonday | By Appt. Only |
|---|---|
| TTuesday | By Appt. Only |
| WWednesday | By Appt. Only |
| ThThursday | By Appt. Only |
| FFriday | By Appt. Only |
| SaSaturday | By Appt. Only |
| SuSunday | By Appt. Only |
Customer Complaints Summary
106 total complaints in the last 3 years.
59 complaints closed in the last 12 months.