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Business Profile

Toys

Mastermind LP

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toys.

Complaints

This profile includes complaints for Mastermind LP's headquarters and its corporate-owned locations. To view all corporate locations, see

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Mastermind LP has 3 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:20/01/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 on January 6, 2025 and Mastermind Toys marked the item as shipped on January 8 and I have neved received my order. When I reached out to the courier, they told me that the business has never provided the package to the courier. It was also shown on the tracking information. The business marked the order as shipped so that I can no longer cancel my order. I emailed and called customer service multiple times but no response at all. I would like the order to be shipped within the next 3 business days otherwise a refund.

      Business Response

      Date: 03/02/2025

      Hello. This customer successfully got in touch with the Mastermind Toys Customer Service team via Live Chat on January 20th, 2025 and received a refund for order ********, as it is considered lost in transit. No further actions are required at this time. Thanks!

      Customer Answer

      Date: 03/02/2025


      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,

      ** **

    • Initial Complaint

      Date:02/01/2025

      Type:Delivery Issues
      Status:
      Answered
      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 on November 17th. I never received the order even though it said guaranteed delivery by December 25th. I have reached out to the company 3 times via email and have got no response. I have also tried reaching out on their social media platforms and they will also not respond. This has happened to several other people as they are leaving comments on their social media also. The company is then deleting these negative comments as if nothing has happened.

      Business Response

      Date: 10/01/2025

      Hi, 
      I’m sorry to hear your shopping experience was disappointing. We’re committed to offering the best service possible.I reviewed your file and i saw that the charge back you opened was accepted and you were refunded the amount. 

      Thank you.

    • Initial Complaint

      Date:26/11/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 am writing to formally submit a complaint regarding my purchase of the white and walnut educational tower on November 4, 2024, for 149.99 Canadian dollars(excluding tax) My order was based on the product's description and images displayed on the website, which promised a walnut finish with distinct wood grain patterns. To my dismay, the product I received is markedly different from what was advertised. The item arrived painted in an orange and shiny brown colour, devoid of any wood grain features. This is a clear deviation from the advertisement, as the product displayed on the website illustrates a dark walnut hue with pronounced wood grain. Upon closer inspection, I noted numerous scratches and chips on various parts of the tower, indicating poor construction quality. This is unacceptable for a product that I anticipated would adhere to the promised standards of craftsmanship. I initially reached out to customer service team to address these discrepancies, only to be told that the colour of the tower 'fell within their standard parameters.' This response does not address the core issue: the item I received does not resemble what was promised. I also raised concerns about the evident scratches and chips, but the support team informed me that I could not return the item because it was already assembled. This feels unfair, considering that these damages were present upon delivery, reflecting the poor quality of the product. I feel misled and ******* by their advertising practices, as the product I ordered is not what was delivered. The version of the educational tower promoted on **** ******* website is still live, displaying the quality and finish that I expected, which clearly does not align with what I received. For reference, I have attached photographs of what I received, alongside screenshots of the product as it appears on the website.

      Business Response

      Date: 28/11/2024

      Hi, 


      I’m sorry to hear your shopping experience was disappointing. We’re committed to offering the best service possible, i see in your file that we already contacted you  and found a quick and satisfying resolution to your disappointment. 


      Thank you and have a great day, 

      Customer Answer

      Date: 03/01/2025

      I’m writing to you regarding my case (ID # ********- Mastermind LP)

      My case was closed as I was finally able to come into contact with the company and come to a solution. Unfortunately I returned the product, it arrived back to their warehouse December 4th and I’ve emailed them twice about an update on where my refund is and I haven’t heard a single thing back. It’s been almost 4 weeks.

      Business Response

      Date: 03/01/2025

      Hello,

      I apologize for this situation and the delay. An email of confirmation for the refund was sent on January 1th 2025.Depending on your credit card company's processing delays, it may take a few days for the amount to appear on your statement.

      Thank you.

    Mastermind LP is NOT a BBB Accredited Business.

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