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:22/05/2025

  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 placed an order with Hobbiesville on April 1, 2025, and paid *****. The order never arrived. After contacting customer service, they acknowledged the package was not delivered and offered to send a replacement. I did not request a replacement, I had asked for a refund, as this was the second time a package failed to arrive from this company.The replacement was also never delivered. I followed up multiple times, and they told me to file a claim with ***********. However, *********** confirmed that only the sender can initiate a claim, not the recipient. When I informed Hobbiesville of this, they refused to take further action and denied a refund, despite never fulfilling the order.I have made every effort to resolve this directly with the company, but their communication has been slow, and they have not taken responsibility for resolving the failed delivery. I am now requesting a full refund, as I paid for a product that was never received and have been given no working solution.

  Business Response

  Date: 22/05/2025

  Hey there, 

  Your initial shipment was shipped and delivered within a timely fashion to your community mailbox. You had then reached out outlining it wasn't received and we provided a replacement. This is within the terms of service of our shipping protection that if a product is available a replacement will be sent (I have included an attachment above). You agree to this when placing an order on our website. 

  We shipped the replacement which also shows as delivered. Its your responsibility to make sure you have a safe space for mail to be delivered and if this isn't the case after the first replacement it isn't our responsibility. 

  Thank you 

  Customer Answer

  Date: 22/05/2025

  Complaint: 23365478
  
  I am rejecting this response because:
  
  I do not accept Hobbiesvilles response because they failed to deliver both my original order and the replacement. Despite acknowledging that the package never arrived, they refused to issue a refund and instead told me to file a police report or a Canada Post claim, even though *********** confirmed that only the sender can initiate a claim.
  
  
  This was my second failed order with them, and I made it clear that I wanted a refund, not a replacement. The replacement also never arrived. I should not be penalized for delivery failures that are outside of my control, especially when the company refuses to follow proper procedures to resolve the issue.
  
  
  Their proposed solution does not provide a fair resolution, and I am requesting a full refund for the product that was never received.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/04/2025

  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 purchased an item from their online store. The item came damaged with the seal broken. They claim they dont have to refund this item., I would never purchase an item that was damaged if I knew it. They advertised a brand new sealed product. This came damaged and the seal broken. This is deceitful business practice and a refund should be given.

  Business Response

  Date: 04/04/2025

  Hey there,
  

  item would have been sent sealed, but these items are meant to be open by customers. We offer shipping protection and bubble wrap at checkout which I can see wasnt selected. 
  

  our product condition guide also outlines that small rips, dents can happen its the same policy pokemon has directly. 
  

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

   

• Initial Complaint

  Date:12/02/2025

  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.

  I ordered a product from Hobbiesville called a "Surging Sparks Elite Trainer Box," which is a collectable Pokemon card product. The order was $129.99 + shipping along with an optional "Package Protection" for $6, which I paid for as well in this order. The package protection states: "Guaranteed Safe Delivery If anything goes wrong with your delivery, you have an order guarantee. A full replacement will be sent. Any additional costs will be covered by us."Upon receiving my package, the box was dented, and the seal was ripped (this instantly devalues the product as a collectible), and additionally damaged the contents within the box. Despite having purchased the order protection & alerting to them of the damage within the 12 hour window they require, they refuse to exchange or return the product citing that it is "only cosmetic damage," when not only is the product damaged, the contents are damaged as well.Hobbiesville charges for order protection, & their false guarantee was completely misleading. Had I known it was a possibility for such an expensive and limited product to be delivered damaged with material defects, I would never have risked it. I'm not sure how a business is allowed to "Guarantee safe delivery" with a fee charged only to not honour it.Having owned a business myself, this appears to me as a contravention to the Competition Act.

  Business Response

  Date: 14/02/2025

  Hello,

  Unfortunately, as stated in our policy, we do not offer refunds, returns or replacements for issues pertaining to cosmetic damages. This policy has been linked below.

   

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

   

  While we understand that some of our customers would like to collect their purchases in the best possible cosmetic condition for later re-sale value, this is not something that we consider a means through which we would be able to offer refund or exchanges.

  This is because, first and foremost, these products are meant to be opened and the contents used to play the trading card game. These products are primarily designed for gameplay and are not intended as collectors items. Any consideration as a collectible is secondary to their primary function in the game. We will never ship damaged products or items that have been opened or tampered with. All products are sent in the exact condition they are received from the manufacturer to ensure accuracy and authenticity. The conditions guide is something we have placed on our website to confirm that some items may arrive with minor damages such as dents or torn packaging but we do not offer refunds or exchanges in these cases as the cards and card packs that the products contain are not affected.

  We do also offer the purchase of Hobbiesville ************************** which this customer had purchased. This insurance does note cover cosmetic damages as stated. This insurance is used to insure your package in the event that the package has been lost in transit, stolen, or arrives with damages that cause the contents of the product to be ineligible for use.

  Please let us know if you have any additional questions or inquiries and we will be happy to help.

   

  Kind regards,

  Hobbiesville

• Initial Complaint

  Date:08/07/2024

  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.

  After placing an order on the 3rd of july I was confused that I did not receive any update on the label after waiting 24 hours. So I went to their website and saw in the *** they have a stipulation saying they will take up to five business days to fulfill an order. So I reached out to support saying I dont want to wait this long and I would like a refund on the 5th of july (as their policy states so long as the order is not shipped you can get a refund) so with the fact only the label was printed and not shipped I would be able to get my money back. In a reply sent on the 6th they told me "no they made the label and will ship it out on 8th." So now I am waiting as it seems I have no choice.As per their refund policy I should be eligable for them to refund my order with the speed in which I requested after reading their page. However they continually refuse to cooperate. This is a copy of their return policy on this website You can clearly see on the date given above I was more than within the alotted time to request a refund based on their policies and now they are refusing and still have not even shipped out the order.******************************************************** "REFUNDS ON REGULAR PRICED ORDERS All items can be refunded back onto original form of payment as long as the order has not been fulfilled or processed. Once your order has been fulfilled, your order can no longer be cancelled/altered."

  Business Response

  Date: 08/07/2024

  ***************text="true" style="-webkit-font-smoothing: antialiased;">
  As outlined on our webpage, our processing times have been experiencing a delay of an additional 1-2 business days due to the Canada Day long weekend. This delay has affected both fulfillment and support ticket response times. Unfortunately , the order had already been processed for fulfillment by the time the customers ticket was accessed as outlined to the customer.
  
  I can confirm that this order has been shipped and is currently set to be delivered to the customer tomorrow.
  
  ********************************************************************************************
  
  Kind regards,
  Hobbiesville

• Initial Complaint

  Date:30/04/2024

  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.

  Did not receive my package it was stolen upon delivery and Im now down $334. I want my refund or shut down this company

  Business Response

  Date: 02/05/2024

  Hello,

  Unfortunately, we do not cover refunds for issues like this, as stated in our policy(Screenshots of these policies have been attached). This is the reason that we provide ***************** which is a service that can be purchased upon checkout which will provide customers with 100% protection for either reimbursement or replacement of their order in the case of Lost, Stolen or Damaged packages or products.

  Please also note that our checkout system automatically adds this service to every order so the customer must actively decide to not include the service and thus forfeits any insurance on the order. When Route is not selected, the customer is only able to receive restitution based on the couriers policy regarding stolen or damaged items.

  In this case, the courier has notified the customer that they are unable to cover the issue as the package had delivered as seen in the screenshots. As this has been the case, we are unable to offer further assistance as this order/package does not include insurance of any kind. I have attached screenshots to show our polices, the delivery status of the shipment and, as well, the email communication between us and the customer to notify them of this information.

  Kind regards,

  Hobbiesville

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21648162
  
  I am rejecting this response because: I was robbed of my delivery and hobbiesville is providing a terrible experience about the whole situation. Package delivery sat April 20. Delivery driver called my phone I didnt answer as I wasnt home and some how made his way into my building and left the package infront of hundreds of mail boxes. Wheres the door tag in this kind of situation. Hows this a safe place to deliver? I need a refund asap hobbiesville provides 0% customer satisfaction. This has put a huge toll on my mental health and I will seek legal action if this isnt resolved 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/02/2023

  Type:Sales and Advertising 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 Pokémon cards from their website and upon delivery I noticed some items were missing despite them being billed to me. I reached out to the customer service email with no response, and then directly on Instagram messaging, again with no response. I want my money back or the product that is already paid for delivered.

  Business Response

  Date: 22/04/2025

  I have refunded the missing cards. Please allow 1-2 business days for the refund to process.
  Kindly,
  *****

  Customer Answer

  Date: 22/04/2025

   
  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.
  
  Sincerely,
  
  ***** ********