Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 13, I ordered a merchandise figure from this retailer's online shop and paid EUR *****. The item was delivered on May 22. The figure was of poor quality, looking like a counterfeit item. After some discussions with a support agent called ****** ******* and photo evidence the retailer agreed to a full refund and finally provided a return label on June 7 as promised. That's when the trouble really started:On June 8, I dropped off the package with the provided return label at my local UPS Access Point. Unfortunately, *** was unable to process the shipment any further and it was stored in their Lost and ************* *** informed me that the retailer had to contact them to release the package, as the retailer issued the return label and is officially a contract partner of ***. I informed the retailer about this, but they never came back to me to help. A further check of the shipment tracking showed that nothing had changed in the status of the package. I contacted the retailer several times more by email during June/July asking them to resolve the problem with **** but they stopped communication *********** a last resort, on August 11, I contacted an out-of-court arbitration body in my country that mediates issues between consumers and large parcel delivery services, including ***. This process lasted from August to December. The final response from *** on December 6 shows how fraudulent the company Replay Toys LLC is. It became clear that *** had already submitted a full compensation claim to Replay Toys LLC for the lost package on June 28 (!), which the retailer has claimed! Since the retailer never reimbursed me for the return of the goods, they earned twice: from me and from ****** conclusion, I have neither received a refund nor am I in possession of the item I ordered. As a customer, I am powerless against the criminal behavior of Replay Toys LLC. There is no customer support and you are literally ripped off and cheated out of money.

  Customer response

  12/22/2024

  Dear BBB team,

  I am sending you more information about the communication with the retailer company regarding the return process of my order. On June 3, the retailer finally agreed to send me a return label (see screenshot of e-mail confirmation). Actually the employee forgot to attach the *** return label to that e-mail and I had to contact them again. On June 7 I actually got the return label as a PDF file. I have attached the return label.
  
  The tracking number on the return label is 1Z2E73Y70330089741. Unfortunately it is not possible to track the shipment on the public *** tracking site since this only tracks parcels which are not older than 120 days (see screenshot of *** tracking screen). *** still keeps the tracking information in their system though. Maybe the retailer can directly access the status of the shipment since they are a commercial customer of ***. If you call ***, they can also provide details and confirm that the shipment is lost and that they issued a full compensation to Replay Toys LLC.
  
  Kind regards

  
  

  Customer response

  01/25/2025

  Hello,

  I received an update that my complaint was closed. Could you at least publish my complaint on the companies' BBB profile:
  
  *********************************************************************************************************************************
  
  There is another complaint with some similarities (issues during return process and no refund). It might help future potential customers to add my complaint as well.
  
  Thank you!

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased an item from their toy store. We paid with their Bowling Green ***** instead of online because they told us it would be easier for payment. We were told by the sales personz(******) that shipping was free. We paid and did not receive a receipt until a week later. The receipt did not even have proper details on it so that we could track our order. We were told that the warehouse would contact us for shipping. When we never received a call from their shipping department, we called the store. ****** explained that he would check into it. He told us that they never shipped it because shipping wasn't free after all, and the shipping had not been paid. ****** told my husband that he had made a mistake and that the shipping was not supposed to be free, but he was going to pay for it. He said that he was paying for 2 day shipping. When we did not receive the item, we called again. At this time we were given a tracking number, but the information from the post office regarding the package deilvery was showing it was not going to be delivered. We spoke to our local post office this morning. They told us the company mailed it incorrectly(lack of postage), and if we wanted the package we would have to pay another $156.39 to receive it. We asked the company to contact the post office to resolve this. We asked for the owners( **** and *****) to contact us. They ignored us and told their store employees not to call us back. We called the store where the owner, **** answered the phone. He gave us his name and lied to us saying he just worked there. We recognized his voice and were told by their other store that he was the owner. We received an email from a ****** stating that they asked the post office to send the item WE purchased back to them, and that we would not even receive a refund until after they received it, if they received it. THEY STOLE ALMOST $500 FROM US( No item and no refund).The owner was supposed to fix THEIR mistake, but refused.

  Business response

  02/08/2024

  This customer has been refunded in full.  

*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. ↩