ComplaintsforHorror Merch

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed two seperate preorders with (Horrormerch.com/HorrorMerchStore) on September 11th, 2022 (Order #********) for $111.02 USD and the other preorder was on December 28, 2022 (Order #********) for $118.99. Its now July 5th of ************************************************************ any help from customer service. All they did was create a label through **** for one order and it was never picked up or received by ****. For the other order they added a link that said Track shipment, but it didnt work and led to nowhere when I clicked it. After that they proceeded to mark both orders as fullfilled, but I never received any shipments from them (trust me Ive contacted **** multiple times as HorrorMerchs site suggested to make sure my suspicions were correct in thinking they swindled me out of a total of $230.01 USD). I even tried doing as their site suggested and contacted them through the proper section of their helpdesk and never received a response from a live person. I only received an automated email with absolutely zero follow up. The worst part and the thing that annoys me the most about this is these were supposed to be gifts for my nephews. I honestly hate to bad mouth anyone because thats not who I am or who I want to be portrayed as, but everything about this companys methods make them seem like remorseless scam artists. I just want someone at this company with some human decency and morals to step up, take accountability, and do the right thing for someone who was a very loyal customer until this happened and I realized they are using sketchy practices to operate their business. Its really sad that a place like this has been and continues to be able to operate within the horror community and take advantage of horror fans like this. Id love to receive my order or a refund, but at the very least Im hoping that a fellow horror fan sees this and Im able to help them avoid being taken advantage of.

  Business response

  07/08/2024

  As we have already emailed the customer:

  As you had posted in emails on Feb 24 2023: "Ill just go through my bank and let them sort it out."
  

  We were awaiting chargebacks for your purchases so they were cancelled. As we did not receive chargebacks, and that this is now over 18 months since these purchases were placed, we are unable to offer direct refunds otherwise.
  

  Please be sure to check your spam/filtered emails for the merch voucher for both of your purchases as the disputes were not processed by your
  billing provider and we are not able to process purchases where customers say they are going to file chargebacks.

  Customer response

  07/10/2024

  First off I never filed a chargeback because at the time their policies stated I would be penalized if I did and I wouldnt receive my refund or the items I ordered.  I dont think this company ever had any intentions on fulfilling these orders to begin with.  *** tried contacting this company about both orders with no response in almost 2 years. They clearly received my messages about both orders and never once chose to reach out to help resolve the issue.  Instead they ****ed the items as fulfilled and never shipped either of them.  That facts are I paid for $230.01 in total for two items and you didnt honor the transaction on your end.  All you did was ignore my emails for assistance and **** the items as fullfilled when you never shipped them in the first place.  I know for a fact they were never shipped because I checked with **** multiple times as your site policies suggested.  Instead you just kept my money and are making excuses to justify scamming your customers and stealing their hard earned money.  There is a reason there are so many complaints against them and they can try to spin it any way they want, but the facts prove otherwise.  Id like the items I paid for or a refund back to my original payment method.  Please do the right thing and stop making excuses.  

  Business response

  07/10/2024

  Please revisit the previous response for further information. 

  Business response

  07/11/2024

  As previously listed - They have already received the merch voucher as this purchase is from 2022 and is no longer able to be refunded

  Business response

  07/16/2024

  As the customer has already received the ******************** voucher - after they threatened a chargeback - and that this purchase is from 2022 it is not able to be refunded.

  What further action am I supposed to take?

  Business response

  07/18/2024

  as this purchase is 2 years old, the customer is not able to be refunded. customer has already received ******************** voucher. 

  as customer said they would file a chargeback, the purchase was cancelled until the chargeback was received

  Business response

  09/04/2024

  Refunds for both items have been processed.
  
  As there was not delivery confirmation for the item shown as shipped, it has since been refunded.
  
  September 1 $110.59 USD refund was deducted from your Sep 3, 2024 payout.
  
  August 24 $111.02 USD refund was deducted from your Aug 26, 2024 payout.
  
  customer now has a zero balance

  Customer response

  09/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered never received item they will not communicate with me or answer based on this its almost been a year i would like the item i paid for

  Business response

  07/05/2024

  As emailed to the customer on Feb 01. Posting, and emailing, obscenities is a violation of our terms and conditions and had put this purchase within the chargeback protocol awaiting the chargeback from the customer. 

  Customer response

  07/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21940466
  
  I am rejecting this response because: 
  Where does it say that in terms of service maybe if you guys quit ripping people off you wouldnt have a bad reputation i did not sign any terms of service and i cannot do a charge back please send my action figure or i will be contacting neca as well
  Regards,
  
  *************************

  Business response

  07/08/2024

  Please visit the terms and conditions you had to agree to prior to purchase (as there is a checkbox) for this. This is also listed within your purchase receipt. 

  As you are still able to process a chargeback you can still do that.

  Customer response

  07/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21940466
  
  I am rejecting this response because: all i wanted was my action figure i cannot dispute because it was through shop pay and my account can not charge back i would like my item to be shipped as soon as possible or matter will be taken to small claims 
  
  Regards,
  
  *************************

  Business response

  07/10/2024

  Please revisit the previous response for further information. 

  Business response

  07/11/2024

  As previously listed - the customer can chargeback the item or wait for the refund to be processed. 

  Business response

  07/11/2024

  This one is also up to the customer as we are awaiting the timeout of the chargeback before it is refunded. 

  Business response

  07/18/2024

  refunded.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  More info

  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, 2023

  the 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

  More info

  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 refunded

• Initial Complaint

  05/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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:

  Resolved

  More info

  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.

  Business response

  04/16/2024

  this email does not match a purchase within our site. If you have a purchase within another site - please contact them for further information

  Customer response

  04/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21581195
  
  I am rejecting this response because: ******** and ******** are my order numbers and my email used was *********************** or ******************** If they dont have either its because they deleted that info / account due to this ongoing issue. They owe me $103. 
  
  Regards,
  
  ***********************

  Business response

  04/20/2024

  Please revisit the previous emails sent on:
  
  Nov 21 that you had read:

  Tue, November 21st, 2023
  9:11 PM ET Open
  Thu, December 7th, 2023
  8:18 PM ET Open
  Sat, January 6th, 2024
  9:50 PM ET Open
  Wed, January 17th, 2024
  1:48 PM ET Open
  Sun, January 21st, 2024
  10:36 AM ET Open
  Wed, January 24th, 2024
  6:29 PM ET Open
  Tue, January 30th, 2024
  7:03 PM ET Open
  Fri, March 22nd, 2024
  9:12 PM ET Open

  for further information as your merch voucher has been resent

  Customer response

  04/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21581195
  
  I am rejecting this response because: I refuse their voucher. I will never shop with them again. I want my money. They can send it to me via check, Zelle, PayPal, or cash. You cannot take someones money and not give them the item they ordered and then not allow them to have a refund of their money directly back to them. Taking someones money like that is theft. 
  
  Regards,
  
  ***********************

  Business response

  04/24/2024

  Please revisit the previous emails that you had read, and did not prior respond to for further information.

  Due to your multiple threatening emails via multiple email accounts, we will not have any further updates available until the customer is refunded.

  Refunds are processed in the order they are purchased and posting continually here will not speed up this process or skip your spot in line.

  Customer response

  05/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21581195
  
  I am rejecting this response because: its a refund of about $100. I can walk into any store on the planet and get $100 refund in moments. Theres absolutely no reasons to hold out my money or anyone elses. Ive seen all the complains against you on Reddit and ******** and its just you ripping people off. Since Im messaging you from the BBB obviously I wasnt being threatening, I did what I said. Im going to continue until you fix this. You dont get to steal money from people because of your poor business practices. 
  
  Regards,
  
  ***********************

  Business response

  05/07/2024

  Please revisit the previous message for further information.

  Due to your multiple and threatening emails, your social media comments and the bbb complaints, your refund will be processed when it is outside the time frame as we are still awaiting a chargeback for your purchases.

  Business response

  05/14/2024

  As customer has not yet filed a chargeback - one purchase has been fulfilled with tracking link
  
  **********************************************************************************
  
  and is shipping out today.
  
  Other item is still on hold until chargeback from the customer or the item arrives.

  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.

  Business response

  05/20/2024

  Also as the customer has not yet sent a chargeback, 1 (of the 2) figures have been restocked and shipped with tracking link
  **********************************************************************************
  
  as the second item is not available it has been cancelled.
  
  As the current shipment is under the free shipping discount at the time of purchase, the customer has been debited the shipping fee as only one item has shipped.
  
  Any remaining fees -$26.24 have been refunded to the customer.
  
  As the customer has been shipped all items, and refunded any remaining items minus shipping fees , any chargebacks by the customer for these shipments will show tracking information, delivery information and refund information.
  
  Any chargebacks by the customer will also be filled with the **** (as they have stated they contacted the **** prior to these shipments) for fraudulent chargebacks and the customer may be contacted or required to refund any fraudulent chargebacks as these items have been shipped and refunded.
  

  
  

  Customer response

  05/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21581195
  
  I am rejecting this response because: I was told my order(s) had been cancelled and, after much argument and hardship pushed by the seller, was told I would get a full refund which I have asked for from the beginning. I do not have to file a chargeback to get a refund. The company must return my money, all of it, in full. 
  

  I have already since purchased the items from another retailer and received those items. 
  

  FULL. REFUND. No shipping costs. No excuses. No charges for restocking. No BS. Period. 
  

  On top of everything else they have done, they sent the item in a destroyed box. The post office labeled the box as damaged upon receipt of the package. As a collector, and with all the trouble Ive had with these people, this is just one more slap in the face. 
  

  I will continue my push for legal intervention. This company MUST be stopped from doing this to people!

  
  Regards,
  
  ***********************

  Business response

  05/21/2024

  Please revisit the previous message as the customer has been refunded via original payment method for any remainder balance due.

  All remaining items have already been shipped or previously delivered

  Customer response

  05/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21581195
  
  I am rejecting this response because: repeating what you decided to accept as your resolution is NOT a resolution at all. 
  

  As I said - I did not agree to anything less than a FULL REFUND. My order was cancelled BY YOU Horrormerch. You refused to send me my items. You refused to refund my money. I already purchased those items from somewhere else based on YOUR CANCELLATION. 

  I will only accept a full refund of all money paid for the orders I made which were CANCELLED by the company. They are welcome to take back their items they shipped to me. Im happy to return them as they are not opened. 

  Regards,
  
  ***********************

  Business response

  05/31/2024

  **********************************************************************************
  Your item was delivered at the front door or porch at 2:24 pm on May 20, 2024 in ******, ** 43016.

  
  **********************************************************************************
  Your item was delivered at the front door or porch at 12:39 pm on May 23, 2024 in ******, *********

  
  The customer has already received both shipments and been refunded for any remainder due.

  
  The customer has a zero balance as all items have been shipped, delivered or refunded 
  
  
  

  Business response

  05/31/2024

  Due to the customers multiple harassing and threatening emails - prior to the BBB complaint - also that all items have either shipped or been refunded - there is no further action we can take for this account

  **********************************************************************************
  Your item was delivered at the front door or porch at 2:24 pm on May 20, 2024 in ******, ** 43016.

  
  **********************************************************************************
  Your item was delivered at the front door or porch at 12:39 pm on May 23, 2024 in ******, ** 43016.

  The customer has already received both shipments and been refunded for any remainder due.

  $26.24 USD refund was deducted from your May 21, 2024 payout.

  The customer has a zero balance as all items have been shipped, delivered or refunded 
  
  
  

  Customer response

  05/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21581195
  
  I am rejecting this response because: READ CAREFULLY. 

   

  YOU CANCELLED MY ORDERS. I WANT A REFUND OF ALL MONEY PAID OUT FOR THOSE PREORDERS. YOU AGREED TO A REFUND. I HAVE THE EVIDENCE IN EMAILS YOU SENT. NOTHING I DID WAS HARASSMENT. YOU STOLE MY MONEY AND NOW YOU'RE TRYING TO COVER YOUR A** BY SENDING PRODUCTS I NO LONGER WANT AS IVE ALREADY REPLACED THE ORDERS YOU CANCELLED. 

  I WILL BE SURE TO FOLLOW UP WOTH LEGAL ASSISTANCE SINCE YOU DONT WANT TO DO THE RIGHT THING. 

  I CAN SEND THE ***** BACK TO YOU ONCE YOU REFUND MY MONEY  -OR- GIVE ME AN ADDRESS AND ILL BRING THEM TO YOU FOR MY MONEY. 

  MAKE NO MISTAKE - HORRORMERCH IS IN THE WRONG HERE 100%. I WILL NOT LET THIS REST UNTIL I GET MY MONEY BACK FROM THEM.
  

  
  Regards,
  
  ***********************

  Business response

  06/05/2024

  Please revisit the previous information as these items were delivered, and refunds were processed for your account.

  If you did not receive the items, please contact your local post office

  If you did not receive the refund, please contact your billing provider for further information as it was processed on the original form of payment/

  We have no further amounts due for this customer

  Business response

  06/05/2024

  
  ********************************** 10:03 AM (16 minutes ago) to me
  
  These items have been received and refunded.
  
  Why am I having to respond again to this?

  Business response

  06/05/2024

  ********************************** 10:21 AM (1 minute ago) to me, *******
  
  as the customer threatened a chargeback in emails - the items where cancelled until they arrived or otherwise were chargedback.
  
  as the items arrived and were shipped, the were fulfilled as the customer did not file a chargeback.
  
  as the customer still retains the items, they were not able to be refunded

  Business response

  06/05/2024

  As the customer did not file a chargeback, these items were shipped and was refunded for any missing items.
  
  **********************************************************************************
  Your item was delivered at the front door or porch at 2:24 pm on May 20, 2024 in ******, ** 43016.
  
  **********************************************************************************
  Your item was delivered at the front door or porch at 12:39 pm on May 23, 2024 in ******, *********
  
  customer also received a refund for all remaining funds beyond products shipped and shipping costs (no service fees were deducted)
  $26.24 USD refund was deducted from your May 21, 2024 payout.
  
  also as listed within the terms of service at the time of purchase we do not offer returns.

  Business response

  06/05/2024

  As the customer did not file a chargeback, these items were shipped and was refunded for any missing items.
  
  **********************************************************************************
  Your item was delivered at the front door or porch at 2:24 pm on May 20, 2024 in ******, ** 43016.
  
  **********************************************************************************
  Your item was delivered at the front door or porch at 12:39 pm on May 23, 2024 in ******, *********
  
  customer also received a refund for all remaining funds beyond products shipped and shipping costs (no service fees were deducted)
  $26.24 USD refund was deducted from your May 21, 2024 payout.
  
  also as listed within the terms of service at the time of purchase we do not offer returns.

  Business response

  06/13/2024

  The customer has received ALL items and ALL payments back with the previous information below.

  ------------------------
  As the customer did not file a chargeback, these items were shipped and was refunded for any missing items.
  

  
  **********************************************************************************
  Your item was delivered at the front door or porch at 2:24 pm on May 20, 2024 in ******, ** 43016.
  
  **********************************************************************************
  Your item was delivered at the front door or porch at 12:39 pm on May 23, 2024 in ******, ** 43016.
  
  customer also received a refund for all remaining funds beyond products shipped and shipping costs (no service fees were deducted)
  $26.24 USD refund was deducted from your May 21, 2024 payout.
  
  also as listed within the terms of service at the time of purchase we do not offer returns.

  Business response

  06/13/2024

  As listed in previous BBB posts and this email thread for this complaint:
  
  > as listed within the terms of service at the time of purchase we
  > do not offer returns.
  
  We are not saying that to avoid this customer - We have not accepted returns since 2020. 
  
  This is within the terms and conditions they agreed to at the time of purchase as this has been in all forms of terms and conditions (that they agreed prior to purchase and is within their purchase receipt) at the time of purchase since 2020.
  
  As the customer did not refuse these deliveries - these items are not able to be returned as the customer has maintained these items since being delivered. 
  
  Even as of checking the ***** today, they were not refused and still show delivery to the residential address as listed at the time of the purchase. 
  
  > **********************************************************************************
  >>> Your item was delivered at the front door or porch at 2:24 pm on
  >> May 
  >>> 20, 2024 in ******, ** 43016.
  >>
  > **********************************************************************************
  >>> Your item was delivered at the front door or porch at 12:39 pm on
  >> May 
  >>> 23, 2024 in ******, ** 43016.
  
  We do not accept returns as these items are fragile in nature, we are assuming they will either be shipped damaged or taken outside of the original packaging which makes the items unsellable for us. If the items are refused, they would be still within the original packaging and would incur a restock fee of 40% along with any shipping costs involved. 
  
  As they were not refused at the time of delivery, they can not be returned.
  
  We also do not offer "buyer remorse" (as Paypal calls it) as these items were special ordered for the customer - especially when the chargeback protocol is in motion. If the customer did not force a chargeback or want to wait for the items to ship, we can not control their purchase behavior. 
  
  As agreed with the ***** items either ship or they are refunded. 
  
  As the chargeback timeframe expired - the items that were available shipped, and the items not available were refunded. No service fees outside of shipping fees were deducted from the refund. 
  
  As the customer has disregarded our terms and conditions, sent multiple aggressive emails (from different accounts "anonymously"), did not refuse these items, has received a refund for all remainders - there is nothing else available for this purchase.

  Business response

  06/13/2024

  This was in the receipt of a test order a month prior to the customer's purchase.
  
  It has been expanded upon since, but it literally says we are not accepting returns.

  Business response

  06/20/2024

  As the customer contacted us via:

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

  
  the customer exhibited over the top behavior that would be persistent with a customer filing a chargeback. 
  As the customer would not wait for their ******************** or refund. The chargeback protocol was put into place awaiting the chargeback from the customer.
  as the customer did not file a chargeback, the items were shipped and the remaining refund was issued.
  as the customer received, and agreed to the terms of service of "no returns" and did not refuse the delivery as they were sent - and the customer still maintains the items sent - no further refunds or customer support is available to the customer
  

  Business response

  06/20/2024

  and did not previously highlight the over the top part 
  
  quote the customer : "the more petty and bigger my response will get."
  
  also: " I will contact the state AG and report you to the BBB as well as leave some wonderful words about your business on Google. "

  Business response

  06/27/2024

  As the customer did not file a chargeback - the items were sent to the customer and a refund for the remainder has already been sent to the customer.

  The order has been fulfilled, minus any missing items and a refund has already been sent for the remainder, in full.

  The customer DID NOT refuse the items and we do not accept secondary returns due to the nature of these items - as listed within the purchase receipt.

  Why is this still open?

  Customer response

  07/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21581195
  
  I am rejecting this response because: I’m working with the attorney general to secure the return of the items that the company lied about and told me they could not send for more than six months and to secure the rest of my full refund of the money the company stole from me which they later said they would refund. It wasn’t until I contacted the attorney general that they actually tried to make good on the transaction. But by this time I had already purchased those items elsewhere and that seller actually sent me the items. I do not need, nor do I want those items. I could not refuse a package that was placed in my mail box. I still have the unopened packages, including the one that was demolished (which was labeled by the post office as having been received that way) and I’m ready to send those packages back or drop them off to the companies location while accompanied by local police per the criminal activity of the business. 

  
  Regards,
  
  Justin Lewis

  Business response

  07/02/2024

  As the customer did not file a chargeback

  The customer has their merch shipped and remainder has been refunded.

  The customer did not refuse these deliveries so they were not sent back in the condition they were sent

  We do not accept returns for items not refused.

  The customer has a .00 balance and this case should be closed.

  why does  it keep getting kicked back?

  Business response

  07/11/2024

  As the customer did not file a chargeback it - the items were shipped as purchased. It was also refunded for any remainder not shipped. 

  Business response

  07/11/2024

  If you are not familiar how chargebacks work, or that the customer can then chargeback to get a SECOND full refund on top of the original one, please check with any credit card billing provider for further details. 

  People have been refunded or received merch and then filed a chargeback to basically get free stuff or paid twice. Quite a few of the cases here are proof of that. 

  I was told by the OHAG directly to ship or refund, in that order, for cases like this.

  As the customer did not file the chargeback in that time frame - the items were shipped. What items weren't shipped were refunded.

   

  Business response

  07/16/2024

  Not responding to tell me how to close this case will not close this case. 

  the customer was in chargeback protocol so it cancelled any further movement until the chargeback or chargeback time out

  the customer did file the chargeback

  the customer (per OHAG instruction) received the items and a refund for any remainder minus shipping fees.

  the customer has a zero balance due. 

  why is this still open. 

  Business response

  07/18/2024

  not responding is not helping this case - what do I need to do as the customer has already received (and did not refuse) the merch and received a refund

  Business response

  08/09/2024

  Lee Anne - as listed via the forward below, and per the phone conversation with the OHAG today, that is why I am requesting the finalization of this case
  
  Please review the previous forward for further updates

   

  On 2024-08-09 09:12, [email protected] wrote:
  Today
  You refunded $9.75 USD on Shop Pay Installments.
  Just now
  
  On 2024-08-07 15:03, [email protected] wrote:
  "order 17074474
  delivered in full
  USPS tracking number
  9400111105500360329903
  Complete
  Delivered
  Delivered on
  Monday, May 20, 2024
  
  Order 17074203
  1 item delivered
  9434611105500375794743
  Complete
  Delivered
  Delivered on
  Thursday, May 23, 2024

  Customer response

  08/12/2024

  I consider this issue closed. I swear someone said they were closing this already. Thank you for your assistance with this matter. 

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