ComplaintsforHorror Merch

• Initial Complaint

  12/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an item from Horrormerch.com back in early 2021 i want to say may or june i think it was june. Order # ********...neca ultimate Goliath...months and months went by shipping date kept changing. Never came...i requested a refund.back in September and October . they refused. I just reached out again looking for the status of my order. Where it us when they will be shipping it ect. They responded but i didnt understand it. Didnt really answer my question. They just keep responding with an email stating they refuse to respond to an email reguarding my order or account. They will not just answer my question. They took money from me for a purchase i never recieved and refuse to give me a y information on when i will recieve my puchase . at this point i just want my money refunded. They just refuse to give me any information on the status of my order that they have recieved money for back in may or june.thats 7 months ago theve had my money for. And refuse to give me information for or a refund. You cant just refuse to tell me where my order is they took money from me...id rather a refund if possible

  Business response

  12/16/2021

  This customer had already established a previous complaint via the BBB

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  NEVER do business with horror merch!!! They took my pre order, kept my money, refused a refund, and do not have the item. When I contacted them about it they said "we sent you a gift card". When I sent a screenshot of all emails from them, none containing a gift card, they actually responded with "due to the content of your emails with us today, we will no longer be providing support to you or information on your item". They are keeping my money, refuse to re-send a email I never received, and when I provided proof they never sent it, they blocked me. I'm out not only $50 for the figure, but an additional $35 because I FOUND IT AT WALMART AFTER BEING TOLD IT'S NO LONGER AVAILABLE.

  Business response

  12/06/2021

  This customer has been nothing but abrasive and aggressive. 

  We sent an update on Sep 21 about their purchase. We did not receive a reply

  The customer has sent us about 25 emails within the past week yelling at us, and threatening us. 

  We have already sent the customer a gift card for their purchase as their refund window has expired.

  We are no longer responding to the customer due to their abusive and aggressive emails - however their purchase has been fulfilled with a gift card for a different item that they can purchase, and we can ship in it's place.

  Due to the aggressive nature of this customer we will not have any further response or update otherwise. 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 items from Horrormerch.com..the delivery date kept changing so i was not recieving my order. Then i found out they scam people. Lots of people complaining about the same thing. Theres no customer service. Number to speak to about it. They wont answer my emails. I want to cancel my order and be refunded my money..they are pre orders..they wouldnt be. Released until next year. And they wont refund me or cancel my order or even answer me. And now im seeing all these people complaining about the same thing. I just want my money back. They are a scam they wont even answer me. I want my money back

  Business response

  10/25/2021

  The customer has already received a refund for the item that was recently purchased. The remaining item is beyond the refund window (as we had sent them several updates) and is not able to be refunded - but will be sent out when it is available.

  As the customer has sent over 40 emails to our helpdesk and also been banned from our social media - we will not have any further support available for this customer as no other refunds are available for their purchases as they are past the refund window and they did not respond to our previous updates.

  Customer response

  10/27/2021

  
  I am rejecting this response because:they did not refund me for both purchases. They only refunded me for the neca elvira figure..the refuse to refund me for the Neca Ultimate Goliath Gargoyles figure...so they lied. I need you to please contact them again for a refund . they have been sending me emails basically saying tbey will. No longer talk to me this past week. They will only respond with an automated response stateing will no longer respond to me reguarding the issue. Please help. Sincerely
  

  Business response

  10/28/2021

  As listed above - the one item has been refunded. The attached email notes that the refund has been received and also the abrasive and aggressive emails that they have been sending us.

  Also attached is an email breaking down each purchase, which the customer has been ignoring as the answer to their question is listed in that email and in multiple updates prior to their refund window expiring.

  One refund has already been applied

  One refund window already expired and can not be refunded

  The remaining item will ship when it is available

  We will not be able to spend any further resources on this purchase or in responding to the customer. 

*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. ↩