ComplaintsforBigBadToyStore

• 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,
  
  ***************************
  

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  You see I had a small issue with BBTS. I wanted to purchase some products, however there was a small billing issue, I decided to use PayPal. The payment successfully went through, my order was shipped. I have the receipts to prove it. Without warning my account was "restricted". No emails, no prior communication. Suddenly, just like that. When I read there terms of service and policy. It says they can ban your account for no reason. I went to there FAQ's to resolve this issue and they state that you must contact there number or email them. I've done both things. Yet when I manage to get a hold of a representative, and ask why my account is restricted, if he can resolve it. He said he cannot, despite the fact the website specifically states the number which I am calling from, they can help. But he refused, he kept referring me to this "*****" character which never showed up. I was waiting for a response. 0 Transparency, 0 Honesty, and Integrity. This is fraud to the highest degree. This is unacceptable. There policies are illogical, they're illegitimate, and they will ignore you. Did I mention I cannot track the order which I've paid for? Yeah, crazy right? I paid for something, I have the receipts for, yet I am not allowed to see the tracking number? I can't check the status of my account? No where in their FAQ and Policy, have I violated any of there rules, I want my tracking numbers, and I will go about my day. I will never use this ************* ever again, and I will also advise others to do so, What they've done is unacceptable.

  

  Business response

  07/11/2022

  We apologize for any frusteration this situation may have caused. You have received shipping confirmation emails for all items that were paid for and shipped, **************** is happy to provide tracking numbers for those shipments upon request. Due to the nature of the circumstances, we have requested that all other communications be done directly with our Payments Manager. Address change requests shortly after placing an order and a mismatched billing address can be indicators of fraudulent activity or something as simple as a recent move. We have security measures in place to protect your payment information and our focus is to only process orders that are placed by an authorized cardholder. In addition, a second BBTS account was created using an alias with an unverified PayPal account which resulted in the restrictions as a security measure until more information can be provided to us. We do have the ability to manually verify your card if you would like to place additional orders moving forward, however it would be helpful to provide some additional information regarding our concerns indicated directly by email with you.

  Customer response

  07/11/2022

  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.
  
  The response was not only unsatisfactory but overall disappointing. Rather then addressing the issue, you've chosen to ignore my attempts at reaching you, via emails and voicemails. I've detailed the issues meticulously . Yet you claim that you want to resolve the issue, without addressing any of the issues I've brought to your attention. Nothing within your store policy states, what you've inclined. Additionally, if supposed "fraudulent" activity was taken place, which you've deemed. Why not choose to send a verification of some sort? A call? To verify my identity as the beholder of the account in question? Why do things without my consent? Why must I go through a trivial, non-sensical back and forth with individuals that *** not respond to my email? I've also asked multiple times if my account can have its restriction removed, yet you refused to acknowledge this. You appear to float around the concerns rather then try to solve the issues at hand. 

   

  I will say this again, within your FAQ's. It has a section dedicated to resolving restricted accounts. You must email, and or call to reach out to a represented. I've done both, multiple times. You still haven't responded to my messages, and I was turned down by one of your representatives via phone call. They claimed that I should reach out to a "*****" like character to resolve my issue, yet they didn't give me any other details, such as when he is available or how he can help. I've called your number. To ask for help, yet you refused. I demand my account restriction to be lifted, in regards to these absurd, non-sensical, tedious, vague commandments, which you deem as "policies". 
  
  Regards,
  
  *** G

  

  Business response

  07/15/2022

  Matters of security are taken very serious, we appreciate your patience. At this time, we have communicated with you by email, and have conducted a thorough review of the circumstances with our financial team. Tracking has been provided to you for any merchandise that has shipped. We have been unable to verify the payment methods used which resulted in the cancellation of any remaining orders as a security measure and to protect against fraudulent activity. The account will remain closed, and we hope you are able to find an alternative source for your collectibles moving forward. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 2nd 2022, I tried to fix a payment method for a pre-order but had my account immediately closed when I put in my card info. I sent a message to support only to get a canned response about some security issue with my card. This caused a panic in me, and they refused to further communicate over email after that. I tried calling for over a week to get someone from the payments department to explain what was going on because none of the normal customer service members could help at all. I called my bank to figure out if there was something wrong with the card and they told me there wasn't. When I finally got someone on the phone, they claim someone from their social media team said there was "bullying" on their social pages done by someone associated with my card number. They offered no proof as such and refused to reopen my account. They closed 3 accounts that had been associated with that card for years. I had just used that card to make a purchase a few months prior. I do not visit their social media pages. I spent upwards of $1000 with BigBadToyStore over the years. They didn't want to discuss resolutions with me, I was hung up on. Every couple weeks I get emails from them about the account they restricted telling me a pre-order has arrived or there needs to be a payment revision. Of course, there isn't nothing I can do about this because when I try to solve the issue I'm locked out. So they show me the pre-orders I placed and was waiting months for but now can't have as like an insult to the injury they already caused. I've asked them to stop sending emails, but received no response. This is starting to weigh heavily on me mentally considering collecting was one of my main hobbies. I have never been treated so poorly as a customer.

  

  Business response

  03/21/2022

  We appreciate that this customer wanted to continue to purchase with our store by opening multiple accounts and communicating with us via phone, email, and through social media. We strive to ****** a community of joy on both our site as well as through social media platforms, maintaining a safe gathering point for our customers to gather and talk about their collections. When a customer goes out of their way to demean another customer for racial or identity reasons or using spamming behavior to slander other customers or our representatives, those are behaviors that we cannot condone. This customer did not provide a truthful claim, has conversed with BBTS through various platforms, and was aware of the actions being taken throughout the multiple account closures. Any Pre-order arrival that occurred during communications with the customer has been cancelled and any automated payment as a result was refunded. All associated account closures have been finalized. We continue to wish this customer the best in their collection endeavors. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bring this complaint due to the fact customer service telling me the wrong information.First what happened was that I pre-ordered an item I didn't have the funds available at the time because I needed to pay for food and with prices going up I didn't have the funds to pay for something that was coming in that they only gave me four days to pay for. I was thinking that I had 10 days because normally I had 10 days to pay for the item but I was told otherwise by customer service but I was also told by customer service. If I need a extension I can just calling and tell them that I need a extension and it's that simple. All said by **** in customer service. As of today February ************* of my orders are going to come in and I'm not going to have the funds to pay for it because it's almost $1,000. I called bbts and I got mad again and I told him that I'm going to need a extension to pay for these two items because I don't have the funds at the time. From what **** said to me I believe he only heard that I said I do not have the funds. So **** was in the process of canceling both of my items and Company keeping my non-refundable deposits. So I was on the phone singing to **** over and over **** can I please speak *** I please speak now please speak and I said that a multiple amount of times so I then said **** can you please shut up I just need to say something. An because I said shut up **** got very offended personally for some reason. But he then started to listen to me and I said **** I just need to say that I do not want to cancel these items the only thing I'm looking for is the extension cuz I don't have all of the funds at this time and he done said to me that I cannot have the extension but I also got confused because what he said to me before that I could get a extension to up to 10 days. Then I ask **** if I can speak to a manager about this issue and he said no you cannot speak to a manager. So I need to speak to a manager about this problem pleas

  

  Business response

  02/28/2022

  We have spoken with this customer at length on several occasions and appreciate that there may have been a misunderstanding both in what was communicated as available options as well as an overall understanding of limitations imposed by systematic processing of Pre-orders. During the circumstances described, we apologize that there was not a Supervisor available immediately as requested, however, the customer was assured that a timely callback would be provided by one and a callback was completed. **************** is happy to assist customers any time complications arise, which includes discussing options for payment arrangements if available and once a payment has been presented into our system. 

  Customer response

  02/28/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ******************************* The mid to final part of BBTS reply is very much False. "apologize that there was not a Supervisor available immediately as requested, however, the customer was assured that a timely callback would be provid".I never got a apology from BBTS to myself when we spoke. I also didn't know if a Supervisorwas going to give me a call back do to ****** reply. But when I did get a call back by a supervisor. I told the Supervisor that did call me back that I asked **** if I can speak to a Supervisor and how **** these said NO to me and I was told by the Supervisor "that is not true. I know **** and he would not speak to someone like that. So you most be mis understanding.". I then said to him that I am not going to be called a lier so it would only be best to list to the recording. So the Supervisor then told me that he would do so after this phone call but I was never updated on the recording.At the sametime my original question that I needed answered was never FULLY answered and I'm these more confused about the hole process. If I don't know something I am just going to ask a question and I don't think it's okay to give a customer a hard time if they were to ask a question if they didn't know something.I do injoy shopping with this company. But the customer service is lacking and to be called a lier by the Supervisor because he believes his worker **** can't do no wrong isn't ok. Don't get me wrong **** was maybe mad at me because I did say **** you please stupid. I did to say something". But I did say before that "*************** I please speak" 5 to 7 and he wasn't listening and I didn't want to lose almost $100.00 in deposits and then when I say oh you made a mistake get told well that's not what you originally said. But regardless I these hope this doesn't happen again. Because I only has a question that I was thinking should be a easy fix.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Details below of transaction. Purchased an item. The item is from a defective line from manufacturer. Reported the problem the day I received the item. Requested a return shipping label to return item for a full refund so I could buy a different item somewhere else. No response.The items shipped are listed below:Shipment Number:3235187 Shipping Method: Flat Rate Shipping Ship to:*************************************** - ********************* ********************************************************** DescriptionQuantitySubtotal Star Wars: The Black Series Supreme Leader Kylo Ren (The Rise of Skywalker) Force FX Lightsaber1$179.99 Subtotal:$179.99 Tax:$12.88 Shipping:$4.00 Total:$196.87 Questions? Our Customer Support team is available to assist you via email or phone Monday through Friday 7:00AM to 3:30PM (CST).Thank you!BBTS **************** ****************************** Phone: **************

  Customer response

  12/09/2021

  I have just heard from them this morning and they sent me a return label to send the product back. As soon as I get my refund I will update this complaint.

  
  

  Thank you.

  
  

  *********************

  

  Business response

  12/13/2021

  We apologize for any complications that were experienced with the item recently received and will continue to work with you through a return/refund. Please note that our regular business hours are Monday-Friday and email responses can take upwards of ***** business hours. Although communications were conducted timely, please know that **************** is also available to assist by phone when time is of the essence in receiving assistance. It is our ultimate goal to reach and maintain immediate response times for all, thank you for your patience as businesses are currently working through extremely high work volume loads with the holiday rush shipping season in full effect.

  Customer response

  12/13/2021

  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 have returned the defective item, so just waiting for full refund .]
  
  Regards,
  
  *********************

  

  Business response

  12/14/2021

  We received notification from the courier that the return is in their possession, therefore, we have expedited the return process and a full refund has been issued to the original payment method today. Please note that it may take 1 to 5 business days for the refund transaction to appear on your bank statement. Typically you should see the refund appear on your statement within this time frame but is subject to the processing terms of your financial institution.

  Customer response

  12/20/2021

  [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. Full refund has been issued and matter is closed 100% satisfied.
  
  Regards,
  
  *********************
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had some preorders through BBTS pile of loot and I had them shipped. Unfortunately I moved at the same time and accidentally had them sent to the old address. I tried to resolve that myself by contacting ***** and asking them to redirect the package. They told me that their agreement with BBTS was such that they can only redirect the package of BBTS contacts them. So I contacted BBTS asking them to help me redirect the package. They told me they are not able to redirect package at all and that I needed to contact *****. So I called ***** again. They told me that BBTS is absolutely able to redirect the package, they just need the store to contact them with their ***** account number. So I contacted ********************** again. They refused to contact *****. The tracking on the package said it ended up being delivered to the old, vacant address. I called the apartment office to see if they could retrieve it before I drove all the way there. They said sure, but were unable to find a package when they went to look. So it was either not delivered or was stolen. I called BBTS to let them know. They told me it may be delivered later and asked me to have the office, for an apartment I was not a tenant at and wasnt paying any rent to, to check for it everyday for a week. The office was gracious enough to honor that ridiculous request. A week later it still had not arrived so I let BBTS know. They have disregarded my request for a refund, and have ignored both of my requests to have further pre orders (more than $1,000 worth) cancelled.

  

  Business response

  10/28/2021

  We apologize for any inconvenience with the complications you are experiencing with your recent shipment. Please note that customers have full access to their account to make order cancellations and update personal information including shipping address and payment information at all times. Pre-ordered items are able to be cancelled in the account up until the point an order begins processing. Regarding the recent shipment, the package was shipped to the address that was entered and we were not notified of an error until after the package had left our facility. Domestic Economy was chosen as the courier and this courier service does not allow address changes to be done by either a customer or the shipper. As mentioned during communications with you, we are happy to help with resolution any time a complication may arise. In instances such as this, it is best to attempt to locate the contents of a valuable shipment and get them to the rightful owner prior to discussing refund or alternative solution. Many times, tracking will show a delivery status and a package will later be returned to our warehouse within a week or two and once the location has determined a tenant is no longer present. We will continue to be on the lookout for the contents to be returned to the warehouse. A refund has been processed and any open/pending Pre-order on file has been canceled. 
  

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