ComplaintsforPremiere Collectibles

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 7 book and paid by credit card. Four books were mailed. Three are still missing. I wrote three times to them. I STILL HAVE NOT RECEIVED ** BOOKS. OVER 6 weeks now.

  Business response

  02/06/2023

  Hi there,
  
  
  I understand your request was poorly handled by our team and this is certainly not how we do business. I'm very sorry.
  
  Please give me a chance to turn this around.  I believe the three titles that were missing from your order are:
  
  
  Fly Into The Wind
  Bibi
  Next in Line
  
  
  I have requested the warehouse manager to expedite the rest of the order. I should have more news on Monday.
  
  
  Thank you for your continued patience and understanding!
  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A fw days ago, I received an email reflecting a 30% discount. Between 1+2 PM, you would receive this discount on a book purchase. At 1:55, I tried to buy the book BiBi which was $40.00 and my discount was applied and I was going through the buying process and I was having computer problems. The computer automatically referred back to the original $40.00 price. I contacyed customer service and received a general reply. I have been buyng from them mamn, many times and never had this problem. You cannot call them anymore and you have to use email only. This s very poor customer service to be treated so poorly!

  Business response

  12/01/2022

  Hi ******,

  Thank you for taking the time to write this, and for pointing out these issues. I completely understand where you're coming from. We've all been there---those messy, confusing computer problems. I am not techie myself. I'm really sorry you had to receive a generic reply after the trouble you had in trying to place an order.

  We work hard to give all of our customers a great experience, and we want to keep improving. Ive talked with our reps here, and were working on fixing these problems. I appreciate your honesty.

  Were going to fix these issues and we hope youll give us a chance to turn your experience around. If you do still want the book at the discounted rate, please reach out to CS again and mention my name. I'll arrange it for you.

  
  We hope to see you again soon!

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 8, 2021, I ordered two autographed books. I received them both, but one was damaged, severely bent in the corner. I sent them pictures and received approval for a refund of the one book and shipping. I shipped the book back in a timely matter on January 11, 2022 and it was received by Premiere Collectibles. The refund has yet to be processed. I have emailed them back numerous times since then. They continue to tell me they are looking into this and that the refund was processed on the storefront, but the payment gateway was unable to capture it, Then they told me they manually processed it and I should have received a confirmation. Reading through numerous complaints they have told the same story to many others! Five months later and I'm still waiting on a refund. I would like the refund processed asap. They are no longer responding to my emails. I even gave them the option to send me a different book of the same value, but no response from them.

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/06/13) */ Hi *****, We deeply apologize for all the back and forth to resolve this matter. Please believe that we are as confused as you are with the delay in locating the original purchase. We are still working closely with the payment processor we used before for managing our orders. I have requested a replacement copy to be sent asap*** ******** ******* *****. Someone from the CS team will reach out with the tracking information. Thanks for your patience and understanding!

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a pre-order on a signed book on 2/12/2022. The expected ship time was 4 weeks. After 6 weeks had passed, I reached out to get an update and they stated they had just received a new shipment of the item and orders would be shipped soon. 2 more weeks passed *** still no update. I reached out to customer service again and was told there was not estimate on the ship date and I was offered a cancellation and refund. I accepted the cancellation and my order status on the website eventually changed to "refunded". I waited a couple weeks and I still did not receive a refund back to my credit card. I reached out to customer service and told it was a problem in their system and they would work to correct it. 1 more week passed *** still no update. I have been forced to contact my bank and report the original charge from 2/12/2022 as fraudulent. I am also reporting this business to the BBB as they advertise on their website as being a BBB accredited business and I feel this needs to be known.

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/07) */ Hi *******, Good morning! As shown in the screenshot we sent over to your email, the order has already been refunded on the storefront. We're working closely with our payment processor to identify the issue and why it hasn't been credited your account. We ask for a bit more patience as we try to get this resolved for you. Thank you for understanding!

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned book after approval to do so from the P.C Cust Service team. Covered return postage myself. Delivered on Feb 9th via **** (tracked) and this was also confirmed with PC. After 20+ emails and a letter sent to them, I've yet to get a refund. Blamed issues with their systems, told it was escalated to management but its been over 2 months and the lies need to stop. Absolutely disgraceful treatment. No idea how they're still in business. Just want my money back and to never deal with these people again. CS Request: 108427 (most recent) Original Order #: XXXXXX

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/20) */ Hi I understand that there was an issue with an order we were unable to fulfill for you. In looking into it, the order looks to have already been refunded on the storefront but unfortunately, the payment gateway was unable to capture it, therefore failing to issue the necessary refund to your card. We're so sorry it took a while before we could identify the problem. I have already manually processed the refund for you. You should immediately receive an email confirmation in your inbox. I want to apologize for how this was handled and, more importantly, for the total failure to resolve this much sooner. One of our company's values is to take care of our customers' requests promptly and we glaringly missed the mark on this one. We are taking this incident very seriously and are making plans to ensure that it will never happen again. If there is anything else our team can do to improve your experience, please don't hesitate to reply to this email and let me know. I'm at ******@premierecollectibles.com. Have a great day! Consumer Response /* (3000, 7, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) When will I actually get the money back? I have not received any new email on the above nor the plan. I'd like to know the timeline for this. Given I'm waiting over 2.5 months to get a refund, I'm not holding my breath or classifying the issue as resolved. Business Response /* (4000, 9, 2022/04/26) */ Hi *******, We have processed the refund again. Kindly check your account in the next 24 to 48 hours and let us know when you see it. We appreciate your patience!

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased an autographed copy of the book Made In Los Angeles by **** ****** on 10/27/'21 for $49.91. I received the book on 11/25/21 and it arrived damaged. I emailed premiere and was asked to submit photos of damage. I sent photos and was told replacement would be sent right out. I never received anything and reached out again after Christmas and was told there may be delays due to the amount of inquiries. I emailed again on 01/10/22 complaining about the amount of time I had been waiting. I finally received a replacement book on 01/18/22 but the book also arrived with damage (less than the first book) but most importantly the book was NOT autographed and that was what I paid for. I have emailed numerous times since then asking for this to be rectified so I can finally get what I paid for and they have stopped replying to me. I would like to get what I paid for. I have been waiting since 11/25/21 for this to be resolved

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/23) */ Hi there! We received the customer's concern about the damaged book and have sent two replacement copies (reshipment orders XXXXXX and XXXXXX. We understand the books may have been damaged again en route to the customer. We have sent return labels by email. As soon as the damaged replacement copies have been dropped off at the local post, we'll immediately process a full refund. We appreciate the customer's time and effort in working with us to resolve the issue. Have a great day! Consumer Response /* (3000, 7, 2022/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't agree with them saying they sent me 2 replacement copies. This never happened. I received one replacement almost 2 months after my first contact with them and it wasn't autographed, which is my main complaint. I could have lived with the dent on the spine of the replacement if it was autographed which is what I paid for. Can they send me an Autographed book as I ordered? Business Response /* (4000, 9, 2022/03/02) */ Hi there! We have processed another reshipment of this order. The order ID is XXXXXX. Tracking information will be provided directly to the customer by email when the book ships out tomorrow. Thank you.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Items purchased on 11/1 were billed. A month and 1/2 later when the items finally arrived, some arrived and the "sold out" was written on the box for the remainder. After 30+ e-mails to a company that refuses to have phone support, I'm still awaiting a refund.

  Business response

  02/10/2022

  Consumer Response /* (2010, 7, 2022/02/09) */ Refund was sent instantly after the BBB got involved! Thanks for the help. Maybe future customers will be treated better.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an online order on October 25, 2021 for the amount of $38.47. A few weeks went by and my order didn't ship, so I contacted Premiere Collectibles via email and told them to cancel my order and refund my payment. I have been getting the runaround from them for 3 months, and they have an excuse every time.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2022/02/03) */ Hi *****, I understand that there was an issue with an order we were unable to fulfil for you. In looking into it, the order looks to have already been refunded on the storefront but unfortunately, the payment gateway was unable to capture it, therefore failing to issue the necessary refund to your card. We're so sorry it took a while before we could identify the problem. I manually processed the refund for you on Tuesday. Kindly check the email confirmation in your inbox. I want to apologize for how this was handled and, more importantly, for the total failure to resolve this much sooner. One of our company's values is to take care of our customers' requests promptly and we glaringly missed the mark on this one. We are taking this incident very seriously and are making plans to ensure that it will never happen again. If there is anything else our team can do to improve your experience, please don't hesitate to let me know. Have a great day! Consumer Response /* (2000, 7, 2022/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally received my refund.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 3 ******* ****** autographed books beginning of November 2021, the books are not autographed by ******* ******! Also we attended the "Live Virtual Signing" which means that he was suppose to sign the book directly instead of on a book plate. Have sent numerous emails and have not heard anything back. How can you ship books that do not have that persons autograph?!

  Business response

  01/31/2022

  Business Response /* (1000, 8, 2022/01/24) */ Thank you for reaching out! I'm sorry to hear that you were unhappy with the autographed bookplate edition. We also prefer flat-signed editions, but many authors aren't logistically able to do many of them. That's why we produce the custom limited-edition bookplates for popular titles that require them. The bookplate signatures are still personally handwritten by the authors and allow us to provide signed copies on a greater scale. We do our best to make it explicitly clear on the product page when you are ordering a bookplate edition, but I do understand that that detail is sometimes overlooked. If you would like, I would be happy to process a return and refund you for the book. If that option sounds good to you, I can generate a return label to send it back and issue a full refund when we receive it. Please let me know if this would be a satisfactory resolution, and I will happily take care of it for you!

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order # XXXXXX was "delivered" Dec. 10, 2021. It was an empty mailer. All 6 books ordered were missing. They sent 10 lbs of books in a mailer instead of a shipping box. It was not sealed on one side, causing the heavy books to fall out somewhere. The other sides still have the packing tape on them but you can see it also could not support the weight. You can see this in the photos I have sent. I have emailed them multiple messages & photos since 12/10/21. You can no longer talk to a person via phone or chat. I just get automated messages that someone will contact me. You will find multiple issues posted online about PC. I had asked for either a reshipment of books or my $111 back. At this point I really just want my money back. I have been a longtime customer and am very disappointed at the lack of response. I am sending you photos of the mailer box. Thank you

  Business response

  01/24/2022

  Business Response /* (1000, 10, 2022/01/24) */ Contact Name and Title: ****** CS Manager Contact Email: ******@premierecollectibles.com Hi ******, We are deeply sorry for how this case was handled. I understand you did not receive the books you ordered from us. If you can reach out to me via email, I'll be glad to look into it personally. I'm hoping we still have the books you ordered. Otherwise, I will process the appropriate refund myself. I will wait to hear back from you. Thank you for your patience and understanding! Consumer Response /* (3000, 12, 2022/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per your update, I have emailed ****** at Premiere Collectibles. If this is resolved positively by them, I will revise this response with an update. Thank you Business Response /* (4000, 14, 2022/01/25) */ Hi there, Good morning! Thanks for working with me to get your case resolved. The warehouse manager is now looking into the missing items. I will get back to you first thing tomorrow with another update regarding the reshipment or the refund. It could be both depending on which items are still in stock. I'll keep you posted. Consumer Response /* (3000, 21, 2022/02/14) */ This is to follow up on my complaint against Premiere Collectibles. After PC replied to you in January, I communicated with ****** in CS. I emailed her 1/24/22 and she responded 1/25/22 that they were checking stock and would get back with me right away. I did not hear back so I sent another message 1/27/22. On 1/28/22 she messaged me back that she would have info soon. I never heard back and I followed up with emails again on 2/3/22 and 2/7/22. I have not heard anything. At this point I would again just ask for my money returned to me. This is very disappointing. Please help Business Response /* (4000, 23, 2022/02/16) */ Hi there! We apologize for missing to follow through. I have just gotten confirmation that a reshipment was processed except for 2 titles that were refunded. **** ******* will reach out with the reshipment details via email. Thanks for your patience! Consumer Response /* (3000, 21, 2022/02/14) */ This is to follow up on my complaint against Premiere Collectibles. After PC replied to you in January, I communicated with ****** in CS. I emailed her 1/24/22 and she responded 1/25/22 that they were checking stock and would get back with me right away. I did not hear back so I sent another message 1/27/22. On 1/28/22 she messaged me back that she would have info soon. I never heard back and I followed up with emails again on 2/3/22 and 2/7/22. I have not heard anything. At this point I would again just ask for my money returned to me. This is very disappointing. Please help Business Response /* (4000, 23, 2022/02/16) */ Hi there! We apologize for missing to follow through. I have just gotten confirmation that a reshipment was processed except for 2 titles that were refunded. ************ will reach out with the reshipment details via email. Thanks for your patience! Consumer Response /* (131, 36, 2022/03/20) */ This case should not be closed yet please as of 3/20/22 I still have not received a refund for the two books. As of 3/9/22 I have checked with my bank and with PAYPAL and there are NO transactions involving Premiere Collectibles for my REFUND one week after posting your reply. I use Paypal all the time and refunds are almost instantly processed. This entire process has been disappointing. Please process my refund for the two books. Business Response /* (1000, 40, 2022/03/28) */ Hi ******, We are equally confused. A refund has already been processed. Would you kindly check your account statements? I appreciate the cooperation. Have a great day! Consumer Response /* (3000, 42, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have checked both PayPal and my bank account that is associated with my Paypal account. THERE ARE NO REFUNDS credited to my account as of this evening, March 28, 2022. Perhaps you can follow up on your refund process, and provide me with a date and transaction number of your refund . Paypal has always processed my transactions within minutes . There is no activity involving Premiere Collectibles since I did the original purchase in November. For as long as this has gone unresolved-months now, is it too much to ask for you to follow up on your end. Consumer Response /* (2010, 48, 2022/05/09) */ I received notice from Paypal on Saturday, May 7, 2022 that they had processed a refund from Premiere Marketing for $54. Thank you BBB for all of your assistance.

*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. ↩