ComplaintsforOpen Vault Collectibles
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Complaint Details
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Initial Complaint
05/03/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I ordered a Collectible Figure from the business on August 31, 2022 and paid $671.39 (order #****). I have an email confirmation that the order was received and that shipping information would follow. The website stated an estimated shipping date of July-September 2021 as often times these collectors items are on backorder. On 9/19/22 I emailed customer service inquiring about an estimated ship date for the purchase and was told that the seller was still waiting for the item from their distributor, and that they would hopefully have the item in 30 days. I followed up again checking in on the order on 11/4/22 and was again told to wait another 30 days. I did the same on 1/1/23, and on 1/3/23 they told me that their distributor (***** *********) still hadn't shipped them the product. I again waited until 3/1/23 and asked for another update and on 3/2/23 was told that they were 'limited on what they can do until the shipment arrives'. In the same note the seller suggested I could cancel the order. In the meantime, I contacted ***** ********* (they sell direct to consumer) and learned that this particular item was in stock and ready to ship.On 3/3/23 I responded via email and asked to cancel the order with a full refund.On 3/7/23 I still hadn't received a response, so I inquired again about when to expect a refund On 3/15 I inquired again On 3/19 I inquired again I have yet to receive a response to my emails since asking to cancel the order, nor have I received my money refunded. Upon searching social media posts of this seller, this seems to be a trend and others are also trying to get money back from this business.Business response
05/04/2023
On March 23, 2023 this customer received a full refund for this order. It is very common for pre-order items to experience production as well as shipping delays. We try to offer an estimated release, however these estimated release timeframes provided by the manufacturer are rarely accurate. Even when the manufacturer themselves have the item in stock, it takes time for these overseas freight shipments to arrive in the United States. We have checked with other US based online retailers that are much larger than us, and they in fact also still have these listed as pre-orders. We offer all customers that place a pre-order the options to wait for the shipment or request a full refund. In this particular circumstance, there was some delays in our responses to social media messages. We have since corrected the response times with our customer service, and typically respond within 12-24 hours. This matter has been resolved prior to receiving this complaint. Please see attached.Customer response
05/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business did resolve my complaint and provided a refund.
Regards,
*********************
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Customer Complaints Summary
19 total complaints in the last 3 years.
16 complaints closed in the last 12 months.