Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used this service for years now to pre-order and purchase figures for my collection. Recently however the quality and customer service has gone way downhill. A few months ago a figure I had on pre-order for a very long time was lost. As this was the first time it had happened, I blamed it on the delivery company (*****) and was able to obtain a refund from Big bad toystore. However, last month one of my other pre-orders was supposed to ship. We got a "out for delivery" email but the day it was supposed to arrive it never came. We waited weeks, and the figure still hadn't arrived. I contacted Bigbadtoystore on the 4th of March and was instructed to "give it a few more weeks". On the 9th of March, mind you, the figure still hadn't arrived, we received an email stating the figure had been delivered MARCH 1ST. This simply is not possible. As I am writing this on March 11th, we have yet to receive this figure, and are considering it lost or stolen. Considering that this is now the second time this has happened, I sent another email to big bad toystore shortly after receiving this "delivered" email. I have yet to receive a response from them. At this point all I want is a refund, and I am feeling extremely frustrated that bigbadtoystore refuses to take accountability for the service they chose, which has repeatedly lost mine and others figures. All we want is a refund for the figure that was clearly lost or stolen. I have sent another email to the company before writing this. We want to settle this, we have cancelled our other preorders, we just want a refund for the lost figure.

  

  Business Response

  Date: 03/17/2025

  We were sad to hear of the continued complications this customer is experiencing with receiving deliveries, and we apologize for any initial delay the customer experienced in receiving a response from our team. **************** is available Monday-Friday. At this time, we have communicated with the customer and have reached a resolution as well as discussed options available for future shipments to help ensure that items are received as intended.   

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought four 20 dollar Jurassic Park prop brochures from Big Bad Toy Store on 2/10. The four prop replicas totalled 91 dollars with tax. I received the items on 2/21 and was surprised to see that they had been shipped in a small box without any packing materials. I could hear the brochures moving around, hitting the sides of the inside of the box. I opened the box to find all four prop brochures with dings in the same corner due to being banged around in the inappropriately sized box without packing materials used to hold them in place. They should have been shipped in an envelope or with more packing materials. I spoke to customer service rep **** to complain about the damage and after sending pictures of the damage for his review, I received a reply a few days later advising that the damage was probably due to a manufacturing issue and that because the damage was small and did not interfere with the usability or my ability to display the brochures, Big Bad Toy Store would not provide a return label or replacement brochures. I replied that I would start a credit card claim if they did not provide a label and give me a full refund. I started the claim and my account has been blocked despite my having items I purchased from this retailer in transit to me. Its not unreasonable to expect a retailer to ship items using appropriate materials or to expect for certain premium items to arrive in a certain condition; especially if the items in question are overpriced 20 dollars a piece brochures made of a single sheet of glossy paper. Ive included images of the shipping box this company haphazardly used to ship the brochures, as well as an image of all four brochures with the damage to one corner that this business deemed trivial and not deserving of replacement or a customer service friendly resolution. This company needs a management overhaul.

  

  Business Response

  Date: 03/11/2025

  Thank you for the feedback. We do our best to provide as much information as possible on the listings and recognize that manufacturers' packaging of certain items may not meet the expectations of all customers at times. All items shipped from our warehouse are packed with great care in an effort to maintain the pristine condition of the item(s) upon delivery. We are truly sorry that this customer's experience didn't go as planned and we appreciate that they allowed us the opportunity to further communications with them to make it right!   

• Initial Complaint

  Date:08/29/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible experience and very poor customer service/resolution. Bought an item 08/16/2024 to be delivered before my anniversary which was 08/29/2024. Originally i was going to push blame on the shipping company who brought it to my nearby post office, just to misroute it to ********** ** ( two hours away) I called the company to identify the issue and instead of seeking resolution with the shipping company, they pushed blame on me for selecting flat rate shipping and that is an estimate date. I then had to pull the information out of the *** as to what is a reasonable time to ***ort as an "estimate" can mean the shipping company can delay by 30 days and they identified a week after the estimate is considered "lost" The buying experience was very smooth but good luck with this company after they take your money. Pretty much will get a "you are on your own" vibe with responses. Save your money and buy elsewhere.

  

  Business Response

  Date: 09/09/2024

  We apologize to hear that an item may not have made it to you on time to make a special occasion! Although the package was delivered around the estimated date provided during checkout, we recognize that there will be times when items need to arrive quicker. Be sure to check out the expedited shipping options available when time is of the essence or special circumstances arise. Additionally, never hesitate to contact customer service to discuss timed deliveries before an order is placed and they will be happy to assist in every way possible.  

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, May 3 at 5:11 PM EST I received an email stating my business is no longer welcome or accepted at the retailer: Bigbadtoy store I did Not violate any rules on their website and was only making orders.

  

  Business Response

  Date: 05/16/2024

  Thank you for bringing this to our attention. We apologize for any misunderstanding that happened within initial communications and recognize that a complaint was filed prematurely. As always, we appreciate our customers allowing us the opportunity to continue to work together to reach a desired resolution.

• Initial Complaint

  Date:04/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an online account with them for at least years with no issues. Now the company is restricting me from placing orders due to chargebacks and ID theft due to my ex-wife who was recently arrested for these issues. Now the company is stating they will not do business with me because of this. I have not caused any problems but they are not willing to help a customer.

  

  Business Response

  Date: 05/03/2024

  We recognize the frusteration that is caused when someone is affected by another's actions of ill intent and would never want to see any hinderance in a customer's ability to secure the items they desire for their collection. We continue to work through the situation to the best of our ability, however, it may take time to ultimately resolve with the several factors involved. Chargebacks have been received for items that were shipped and confirmed delivered. Further, we have received a misrepresentation of accuracte information provided by the customer, and we take all security matters seriously. While it is not the desired outcome for anyone, we appreciate an understanding that we are unable to provide access to the compromised account(s), and we wish for the best for this customer in their future collecting journey.

  Customer Answer

  Date: 05/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The merchant has never provided any evidence of any chargebacks being filed. I stated I had to try created 2 new accounts recently to attempt to by. All others were done by an ex-wife who I pressed charges against. Also, I stated I did not cause the charge backs, would be willing to pay back due to my ex-wife's anger out of a compromise.  *** did not provide any help or evidence of the issues that were caused. I just want to start fresh as a consumer, but they are not denying discrimination against a father.

  Please reopen my account!
  Regards,
  
  *************************

  

  Business Response

  Date: 05/06/2024

  At this time, we are unable to provide goods or services to this customer. We apologize for any inconvenience.  

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yet again, the business is not presenting any evidence. No wonder all complaints are accurate. I have done nothing wrong . The merchant has provided emails that they approve of this discrimination. They are refusing to work with me and help me resolve all issues. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/03/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a high end collectible helmet. When it arrived the shipping package was fully intact and in good condition. Upon opening the shipping package I found that a large area of the corner of the product packaging had been crushed and ripped open. After notifying customer service and sending them pictures of the damage they informed me that they don't consider the packaging to be part of the product and saw no issue with sending me damaged goods. I explained that if it were minor dents and dings from warehouse shelf wear I would've shrugged it off but this was significant damage. BBTS customer service reiterated that they saw no issue with this. I am very disappointed with the response from BBTS and were I them I would be embarrassed to have sent products with this much damage.

  

  Business Response

  Date: 11/09/2023

  We apologize to see the complication that happened in shipping, and appreciate that the customer furthered their communications directly with our team. A resolution was able to be reached.  

  Customer Answer

  Date: 11/09/2023

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this item on the 27th of July. Was told not only is it not actually in stock but they don't know when more are coming in. Vendor won't tell me when they are shipping out more. So I'm supposed to let Big bad toy store keep my money for an indefinate amount of time and no estimate on delivery?

  

  Business Response

  Date: 08/22/2023

  We apologize for any misunderstanding that has happened. Since the order was received, we have attempted to reach the customer on mulitple occasions. When inventory is arriving from the manufacturers and suppliers, retailers are rarely provided with exact arrival times. The customer had the ability to make a cancellation for a full refund at any time through their account. At this time, the order has been cancelled and full refund has been provided. Once the replacement inventory has arrived and is available on the site, we encourage a new order to be placed for moving forward if the customer would still like to receive one for their collection.   

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Bigbadtoystore refused to comunicate via email and decided to call an old phone number instead for a week. Makes me think they didn't want a record of the conversation. Instead of being upfront and transparent they decided to cancel the order. Money hasn't been returned either.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/23/2023

  The customer did not provide a current phone number in email communications when we indicated that we were attempting to call, and it was confirmed that the phone number on the customer's account was no longer valid. It is important for all customers to ensure correct contact/shipping information is maintained in their accounts at all times to alleviate complications. The refund was issed in full and while some refunds post immediately, they oftentimes take upwards of 1-5 business days for the transaction to appear on a bank statement. Refunds are subject to the processing terms of the financial instiutions. 

• Initial Complaint

  Date:06/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Item was ordered with a down payment more than 4 years ago. 2/13/2019. Item has been released, I've seen unboxing videos. My order number is 37-1684675 the down-payment I paid was $199. The date has been continuously pushed back, every month they don't fulfill my order, and they are not helpful when I contact them. They just say that they can cancel it, but I'll lose my down-payment. They can't get me any information on when they'll be able to fulfill it either, because apparently they can't contact the manufacturer? At this point, I just want my money back. This is ridiculous.

  

  Business Response

  Date: 07/06/2023

  We certainly apologize to see any delay this customer has encountered and we have a limited number of older items that we are still waiting to receive from the manufacturers/suppliers. We share in the frustration the extended delays bring and our team has been in contact with the manufacturers and suppliers whenever possible. Sometimes retailers don't receive responses to inquiries, other times the responses are very vague as to when the additional items will be out of production and/or when production reruns will be completed so that they can fulfill any remaining purchase order(s). This customer also contacted our **************** team directly and we were able to reach a resolution. 

• Initial Complaint

  Date:04/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** made a preorder back on 6/17/2022 and ive yet to see any updates on the order, its been almost a full year and they will not give any sort of refund.

  

  Business Response

  Date: 04/26/2023

  Pre-order items can, unfortunately, take a good deal of time to manufacture and distribute in the best of times. Right now, we continue to see delays and bottlenecks in both areas and many Pre-orders may not arrive by the manufacturer's original estimate that was provided to us. When that date elapses, we do work with the manufacturer/distributor for an update, but depending on a number of factors, we may not be able to get timely answers. Within the first year of an arrival estimate, we typically are unable to provide a refund of the nonrefundable downpayment as such delays are rather common and the item(s) are still being manufactured and expected. We recognize that circumstances and desires may change for individuals throughout that timeframe and try to remain as accommodating as possible. Feel free to contact **************** and we will be happy to work with you about options available! 

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a damaged item and requested a replacement. I sent the item back and they advised it was now on a preorder status but they were expecting more. It has been over a year since the original sale date and I have not received the item. I contacted them in June about the preorder status and they assured me it was still going to be fulfilled. I received an email a few days ago stating the preorder was cancelled and I have a store credit. I do not want a store credit and requested a full refund. They are refusing to send me a refund. They have held my money for over a year for an item I have not received. I do not want to purchase anything else from this company. The customer service has been horrible and I would like a full refund ASAP.

  

  Business Response

  Date: 12/15/2022

  We apologize that your item arrived to you damaged. Although the utmost care and attention is placed in packing, we understand that hiccups sometimes happen in manufacturing and/or shipping and it is never ideal when items arrive conditions that were not expected. Since the payment originated with PayPal, their processor will only accept refunds within 180 days from the original transaction date. We are happy to continue to work with you through direct communications to get this resolved. Regardless that the credit that was issued to you almost 2 years ago now, we may still have an option available for you that will be discussed in detail.