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:23/05/2025

  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.

  Submitted by Buyer: ******** ******)I placed an order with Danireon Cards and Games (Order #*****) on January 31st for 60 Pokmon cards, totaling $845.99 CAD (including tax). The package was shipped via ***, but I was unable to sign for it due to being hospitalized for gallbladder *********** returned the undelivered package to the sender. However, Danireon now claims they never received the returned package and is refusing to refund me or resend the ******** checkout, I did not select optional shipping insurance. Danireon is using this to deny responsibility, despite the fact that I paid for the products in full and never received them.Ive provided:Screenshots from their site A full itemized list of the 60 Pokmon cards purchased Proof of total payment of $845.99 CAD Danireon is misrepresenting the situation and avoiding accountability. My request for a refund has been ignored, even though no product was delivered and no signed confirmation exists. Im asking the BBB to help secure a full refund or appropriate resolution.

  Business Response

  Date: 23/05/2025

  This is a response to customer complaint in regards to a lost shipment with a claim still in progress

  Hi, customer reached out in regards to a package that was not delivered after 3 attempts by the carrier - and marked as returning to sender (us)

  Package never made it back to sender (us) - as per the attached tracking, there is no confirmation of delivery at return address - a claim was opened and is still pending with carrier

  Customer was directly emailed before we shipped out his first order and warned about the shipping insurance which he removed from his order - by default this option is enabled to prevent these situations from happening. As per our shipping policy, which is visible on each product page and as reiterated in the email, failure to take this shipping protection will result in him having to deal directly with the carrier to obtain compensation if the package is lost, stolen or damaged in transit. Still, customer placed several orders and removed the option each time

  Customer was responded to and told he had to wait for the carrier to finalize their claim - we have contacted the carrier several times on behalf of the customer (despite this being their responsibility)

   

  Customer Answer

  Date: 28/05/2025

  Complaint: 23370490
  
  I am rejecting this response because it misrepresents key facts and fails to acknowledge Danireons lack of accountability throughout the shipment issue.

  To clarify: I was the individual who initiated the *** claim after the package was marked Returning to Sender on February 24, 2025. At no point did Danireon take ownership of this process. Despite being the intended recipient of the return, they failed to monitor the tracking, initiate contact with **** or alert me when the package did not arrive. Their May 1st response came only after I followed up directly, nearly a week after my original message on April 24.

  What is most concerning is that Danireon has shown no evidence of proactively tracking or investigating their own shipment. If a business ships a high-value order and sees that it is being returned, it is standard practice to monitor that return and confirm receiptespecially when a delay or investigation is indicated in the tracking history. Instead, they placed full responsibility on me, the customer, while avoiding any real effort to recover their own product.

  Danireons reply also places heavy emphasis on the fact that I declined optional shipping insurance. However, insurance does not excuse a company from basic responsibilities such as monitoring returns, responding promptly to customer concerns, and maintaining visibility over their logistics. Whether or not insurance was purchased, it is deeply concerning that they made no effort to locate or recover $850 worth of merchandise.

  At no point have they shown concern for the lost product itself, which further erodes confidence in their customer service and internal processes. Their conduct throughout has been passive, dismissive, and inconsistent with what I would expect from a reputable retailerespecially one in a collectible goods market where trust and accountability are essential.

  For these reasons, I reject their response and maintain that this matter has not been handled with fairness or transparency.

  
  Sincerely,
  
  ******** ******