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:20/12/2023

  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.

  Placed an order online on Sept 10. Order had 5 pre-orders with a slated ship date of Nov 15. Order total was $84 USD ($52 USD for items and $28 USD for shipping + tax).Order shipped. Seller chose delivery company Sendle. The issue arises where either the incorrect delivery address was provided to the delivery company or the delivery company simply did not attempt to deliver the items. Unclear. Order was returned to sender.My correct physical address as well as a P.o. box added to the delivery address. My address comes up in ******* It is a physical land address which can be easily found on ******* Other delivery companies ******* dhl, purplator) have all delivered with no issues here. They chose delivery company that was allegedly unable to deliver my address; I didnt have any control over who was delivering the order. I reached out to have this reshipped. Seller would not do that without trying to charge me to pay more for shipping. I then said I just want my money back. They have refused to fully me refund for their error. They told me to file a dispute with my bank.I provided my full correct address and now they are unwilling to refund me for their error.

  Business Response

  Date: 20/12/2023

  Customer placed an order, once items arrived, used the address that was part of the profile (see image). Note: Shipping address is different from Billing address.  Shipping address does not exist when enter exactly as shown on customer profile, the same as used when shipping (see image) into ****** Map.  Customer is blaming me, for what the shipping company tried to do in delivering the parcel to an incorrect address?  Do not understand why the dispute is for $US84, that means I am refusing to refund the total amount and that is not accurate, I am not refunding part of the shipping cost that I had to pay for a wrong address.  If the customer can show "US" using Goggle Map as the customer indicated (by image) the address along with "RR 1 Site 2 Comp 7" is a visible physical (home, trailer, post box) location, I am more than happy to refund the rest of the shipping.  If not then I should get the rest of the shipping cost that I refunded.  Additional images are available but only limited to 5.

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 21033601
  
  I am rejecting this response because: Order was placed using shop pay. As an avid online shopper, I use shop pay for a lot of online orders. This company was given the exact same address as every other store I shop with through shop pay.
  This company claims my address is undeliverable. No other store has had an issue with the delivery address. This is the only store with a problem. It is my belief that this store didnt even have the products I ordered and didnt even plan to deliver them. My address is 100% correct and any legit, non-scam delivery company can find it. 
  

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

  Business Response

  Date: 20/12/2023

  Interesting, what was stated that the address is visible/available on ****** Map by the customer but customer would not provide image as I did.  Now the products are not available and I sent possible fake materials.  I have shipped/picked up over 250 "Bad Omens Title" orders to customers and still have over 150 more at this point once the final issue #4 comes out mid January.  I am the largest supplier of this title in Canada.  Attached images are the items that was part of the parcel that was mail and returned back from the customer due to incorrect shipping address.

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 21033601
  
  I am rejecting this response because:

  My address is correct. As stated before, it is the exact same one given to every other store I use shop pay with. Yours is the only one who cant seem to find it.

  
  Attached is a conversation with Sendle, the company used confirming that my address is correct and accurate. The delivery company themselves confirmed themselves in writing that my address is correct. That confirmation is highlighted for your convenience. The whole conversation is also attached. 

  I look forward to receiving a full refund. 

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

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 21033601
  
  I am rejecting this response because:
  
  My address is correct. As stated before, it is the exact same one given to every other store I use shop pay with. Yours is the only one who cant seem to find it.
  
  
  Attached is a conversation with Sendle, the company used confirming that my address is correct and accurate. The delivery company themselves confirmed themselves in writing that my address is correct. That confirmation is highlighted for your convenience. The whole conversation is also attached. 
  
  I look forward to receiving a full refund. 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 20/12/2023

  If all this information was provided to the customer, I am not sure why my company is to blame, where the **************** and shipper based on what the customer stated that the address was correct yet the parcel was not delivered stating on the package and to me the address does not exist?  Followed by false claim that I don't have the items and sent fake items.  The pictures showed items, package, delivery, response that the shipping address does not exist and ****** Maps clearly showing there no location to that  address.  Yet the customer stated that she is able to produce the address on ****** but not willing to show it with an image.  As stated before show image (proof) get refund, no image (no proof) no refund and send me the remaining shipping cost.  Have nothing else to say on this matter.  Thank you.

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 21033601
  
  I am rejecting this response because:

  You are to blame because i purchased items from you that you failed to deliver and are refusing to refund me. The address is 100% correct. As I stated before, you are the only company through shop pay that seems to have an issue with it. If there was an issue, this was never communicated. You simply failed to deliver the product.

  It literally says not to put personal information on here. You are blasting my address on the internet.

  I talked to SENDLE myself and confirmed there was no issue with the address. 

  P.o. boxes do not show up on ****** maps. It doesnt take a genius to figure that out. 

  GIVE ME MY MONEY BACK.

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

• Initial Complaint

  Date:02/11/2022

  Type:Sales and Advertising 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 was attempting to purchase an art book titled the Brian Bolland Apex Edition that was priced at 185$ and emailed the store to inquire about shipping costs because it appeared that free shipping would be an option. I received a reply that there would actually be an additional shipping cost involved which I was fine with. However, when I proceeded to complete the purchase the price of the item was increased to 240$. It appears the store increased the price in less than 24 hours immediately after I made the inquiry. I sent an additional email to ask why the price increased within a day of my shipping inquiries and received no response. I believe it’s necessary to file a complaint to ensure that such unethical business practices should not continue.

  Business Response

  Date: 22/11/2022

  Just went to my mailbox and received this letter the ID to reference is ********.  It indicates this is the second letter.  Never received the first letter as was indicated on this November 11 2022 letter printing date.  
  
  Yes I do recall this person and another person a day or two earlier reaching out asking about this item and confirming if it includes free delivery.  The two inquires asked the same exact question “I am interested in purchasing the Brian Bolland Apex Artist Edition. Does it include free delivery? The order form is confusing and Google shows it as free delivery.”.  Both inquiries I responded to that there was no free shipping, never heard back from the first person until I got a few days later the second inquiry asking the same question.  I indicated in the second inquiry that was not the case and felt it was the same person using two different accounts to have me provide free delivery even though when I started using Goggle I never stated FREE DELIVERY was included.  Only did that during the first 6 months of opening back in June 2021.  I decided to include the cost of shipping being that this is an oversize item at 21’x17’x1.5 weighing in at 10lbs the cost of shipping along with increase gas fee (at the time, which is still there now) with tracking by Canada Post and merchant fee (*******) covered the extra cost that I modified from the $185 (shipping not included) to the $235 (which included shipping).  I have no issue putting the price back to $185 but does not include shipping but at the end it would come to that price when shipping/fees is added.  The image below shows the price and clearly states shipping is included, where all my other items on my site does not include shipping.
  
  Note: First inquiry did not come in a form of an email, likely one of the many social media tools I use, have not had time to look through for that message conversation.
  
  ******** 
  
  Thunder Comics Canada