ComplaintsforBigBadToyStore

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/06/2024

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

  Customer response

  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

  11/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** 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

  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 response

  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

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a item a week ago and it still has not shipped even though it's due on Wednesday this week

  

  Business response

  10/18/2022

  We apologize to hear of any delays you may have encountered. Your order was processed, shipped, and delivered according to the options selected during checkout. Enjoy those new arrivals! Feel free to reach out to **************** any time you have questions and we will be happy to assist you.   

  Customer response

  10/18/2022

  [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

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They charged a pre authorization amount made me jump through hoops for an order. Told me my account was associated to other accounts that have had issues I have no idea as I have only had this 1 account with them. I have order a couple of times before with them with no issues. I have waited over a week for a response from them. All in all if there was an issue they should have contacted me before charging my card. They have poor communication. Both of these are very horrible when it comes to customer service. I dont know how they can keep doing business if this is their business model they follow regularly.

  

  Business response

  08/22/2022

  We are happy to hear that you have had pleasurable experiences while working with us in the past. Our records indicate there are multiple BBTS accounts associated with your current account information. In addition, there were disputed payments which were previously reported to the card-issuing bank as fraud by the cardholder. It is normal and customary to verify payment methods using a nominal pre-authorization hold. This is an industry-standard practice and we apologize if you have not yet encountered this request. We asked that you phone us to discuss the circumstances. At this time, we have not received phone or email response from you. Thank you for your understanding that we will need to speak with you by phone prior to processing orders in the future.

  Customer response

  08/22/2022

  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.
  
  I had been back and forth for several days with a ***** then there was no communication from the companies end for a week. While the hold amount remained. I only ever had 1 account with them.  I dont know what constitutes other accounts being associated with me. Is it that I live in an apartment complex I have no idea. But to wait over a week with no response while holding funds is asinine to say the least. It makes for a horrible experience. Then to say I never emailed them although I did makes their response a flat out blatant lie. What else does this company lie about?  
  
  Regards,
  
  *************************

  

  Business response

  08/23/2022

  We apologize for any misunderstanding and acknowledge this customer has communicated with members of our team in the past. Following the email communication sent on August 11th and again on August 19th, we have not received response or phone communication as requested. Association of accounts is often times determined by shared information such as exact shipping address, name, payment method, previous communications and other variables. As indicated to the customer, the short term pre-authorization hold was reversed previously and any/all pending payments were declined by the financial instituation. Therefore, the customer is welcome to place orders in the future following phone communication and verification of authorized purchase activity.  

• Initial Complaint

  08/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  August 10th, 2022 $24.96 Pre-Ordered a Mantenna Origins figure, upon receiving the item the box was smashed like an accordian.I have written and reached out to the customer service department with **********************. This awful quality control issue needs to be resolved because it's absolutely unacceptable. I have since canceled my remaining orders worth over $250 dollars with Big Bad Toy Store.Disgusted and upset customer.

  

  Business response

  08/17/2022

  Thank you for submitting the photographs with details diretly to ***************** We apologize for any frusteration you have experienced in receiving a package in such condition and will continue to investigate with the courier service regarding the handling of the package during shipping. A full refund has already been provided. Feel free to contact us again if you have any further questions now or in the future.  

  Customer response

  08/17/2022

  [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,
  
  ***************************
  

*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. ↩