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:30/01/2024

  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.

  My wife spent $126.72 on their website as a christmas present.
  The complaint is due to their false advertising.
  The tops they sell are one third of the minimum size anyone would expect.
  When I said I was disappointed in their size, Michael at their support told me
  there isn't any photography that gives a significant scale to the tops
  But in their advertising on ********, they make the tops look huge.
  They are way overpriced for their doll-house size, especially the spin-platform which is smaller than drink-coaster and is outrageously priced.
  
  They know they would sell a lot less tops if the advertising showed scale, and they refuse returns to disappointed customers. **** ***** **** * **** ** ** *****

  Business Response

  Date: 05/02/2024

  All tops measure 1.4" tall with 1.125" diameter - this is expressed on the website in the FAQ, though there is nothing provided across any marketing materials that might suggest that the tops are larger than they are - any interpretation of size without reference to any other objects for sake of scale(an individual's hand, for example, and/or fingertips) would be completely invalid and not grounded in any reality.
  
  We do note our collections' size prominently on our website and there are thousands of customer-submitted photographs as well as a video on our very home page that shows our collection in different' individuals' hands and in different settings for a sense of scale. The video can be found with hyperlink as follows: **************** - Some people think that the bigger the better, but that's certainly not the case - the dimensions have been calculated to allow for minimal friction and stress on the top's tip while still allowing handling with hands of all sizes; any bigger and the weight increases exponentially making the top more challenging(or even impossible with heavier metals) to spin.

  
  We have hundreds of thousands of satisfied customers in over 140 different customers and while we won't claim that the collection is perfect for all, it is overwhelmingly well-received and the size does grow on people who are at first discontent.
  
  The customer’s commentary is entirely biased and not OBJECTIVE in any capacity - what is a “scam in their book” is honest business and we’ve successfully served hundreds of thousands of overwhelmingly satisfied customers. “Outrageously priced” “doll-house size” “would sell a lot less tops” is all subjective interpretation and, frankly, fiction.

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

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

  They included "Foreverspin Video Context and Size Demonstration.png" and it is not correct size.  In the photo they just included the base the top is spinning on is almost as big as the keyboard side.  In actuality it is half that size.  The photo **** **** ********* ** ***** is blurry, with the hand in the foreground, and still they have grossly exaggerated the top and its base's size.  This is false advertising plain and simple.

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

  Business Response

  Date: 14/02/2024

  No idea what you could POSSIBLY mean... an adult man's hand is a pretty good sense of scale, with or without any keyboard present; contrary to your point, in fact, keyboards can be of VARYING size, so that would actually NOT be an appropriate item for expressing and depicting scale, though that's not what we have done in the first place.

  The tops measure 1.4" tall with 1.125" diameter as specified in the FAQ and as can be seen across thousands of videos and photographs. Any interpretation to the contrary is an error in judgement of the consumer; we have hundreds of thousands of overwhelmingly satisfied customers in what is now over 160 different countries, all of whom could interpret the size correctly. Nothing is hidden, nothing is obfuscated, and nothing is misrepresented to any customer at any stage of the ordering process.

  Customer Answer

  Date: 15/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  You can blame the customer all you like.  Yes, I had an error in judgment.  I did not get what I was expecting to get (due to your advertising showing it as big as a bulldozer and such).  Saying I should have researched better is getting you nowhere.  It was a Christmas gift, I didn't like it, I want to return it, you won't let me.  I am rejecting this response because you still will not allow me to return merchandise that I purchased in error.  Sorry for my error, I still don't want this merchandise.  As an online business you should allow this, plain and simple.

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

  Business Response

  Date: 23/02/2024

  No business has any obligation to accept merchandise returns, and not all businesses DO accept returns - our sales policy is clear when ordering.

  "Hassle-free" returns are incredibly damaging to society not only because of the environmental waste inherent, but also due to the nature of it impacting decision-making, and the disregard for thorough consideration. Returning something on a whim because you didn't like it(not because it was not as advertised) has a monetary cost, an environmental cost, and a time cost, all of which could be avoided with 15 seconds of thought and the smallest amount of research. Your request has been answered, and there will not be any offer provided - if you don't like the gift, perhaps send it to a friend or family member that may be more appreciative of it. We've sent collections to hundreds of thousands of extremely satisfied customers worldwide and while we'll not claim that everyone will adore the collection, it is overwhelmingly well-received.

  Customer Answer

  Date: 26/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I was misled by their advertising.  If they want to reduce returns for the sake of the environment, they should consider altering their advertising to disclose the actual size of the item, instead of trying to make it look way bigger with super zoom effects in front of large machinery (and on top of a wall that looks like a normal 8" wide cinder block wall, but must be a 3" wide wall, or just a doctored photo).  All of their advertising makes it seem at least 3x the diameter of the actual product (and in multiple cases makes it seem as big as a car or a dining table, though I knew that was just their camera tricks, obviously).
  
  
  
  Sincerely,
  
  
  
  **** *********