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:06/30/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had joined the pop in the box subscription for my son at first it went smoothly. We had moved in Nov of 22 I changed my address on the website so that futher shipment came to our new address, they where not showing up but I was getting charged for the product in Jan I contacted the company for help In the situation, they wanted an order number but my account is not showing any they last date on my account is 7/15/22 or around there. I was charged on 9/15/22/, 10/20/22, and 11/17/22, for which I have sent them bank statements showing I was charged, every contact they want my order number I do not have one. they refuse to help just ask me for an order number but yet I had sent proof from my bank account that I was charged

• Initial Complaint

  Date:03/16/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 order with popinabox.us Order Number:********* Order Date:2022-12-18 Total Cost:$180.83 After ordering I received 3 separate order updates, indicating that the order would be sent in 3 separate deliveries. I instantly contacted popinabox to confirm if this was the case and if so to cancel my order. I am based in Ireland and using a reshipping service, not only would I have to pay for 3 separate packages to be reshipped instead of 1, but I also would have to pay additional handling and customs fees for each package arriving in Ireland. This was all explained to popinabox in my message.Popinabox replied with the following:2022-12-19 Hey ****,Thank you for getting in touch regarding order *********. I am sorry to inform you that your order has encountered a problem in our warehouse, as a result this could not be dispatched. Please advise if you would like me to push for the dispatch of this order or to raise a ticket to cancel the order for you.Looking forward to hearing back from you. Once again we apologize for the inconvenience caused by this.If you have any questions or concerns, please do not hesitate to get in touch and a member of our team will be happy to help.Thanks!Slondiwe I contacted them 5 times that day to confirm I was cancelling the order, & why. That if the order sent to my reshipper it would be automatically forwarded to *********** would not be responsible for their error. Despite cancelling, which they had also invited me to do, I later that evening received an e mail stating that my order had shipped.At this point I attempted to issue a chargeback via revolut, but mastercard, which I understand is the system they work with would not return my money unless I first returned the items, to return these to the US from Ireland would cost me pretty much as much as I paid for them already, on top of the 180$ I had to pay over 100$ extra in shipping and customs fees.Also now locked from my popinabox account??

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This complaint is for 2 orders that were placed in 2021: A Hisoka Funko POP ordered on 01/21/2021 order number *********, and a ***************** Keychain ordered on 02/14/2021 order number *********. Since placing the orders, I have not received the items, and Popinabox claims that they do not charge the customers until the items are shipped, but they charged me in full for all items. I have attempted to cancel the orders in 2022, but was informed they cannot be canceled, so I wait another year. Attached are the proof of the items purchased, and that I was charged in full. Also attached are the conversations with Popinabox as an attempt to cancel the orders and receive a refund from them in 2022, and this year, 2023. I apologize for all the attachments, it is just to show that I have remained patient and professional during these exchanges until a certain point, and as you can see, they go back and forth on what they say. They'll say they'll give me a refund, and then they say I was never charged for the items. I just want my money back since I have not received the goods that I paid for.

• Initial Complaint

  Date:12/16/2022

  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 from pop in a box on Nov 28 and never received my order, it is currently December 16 and I still have not received anything. I reached out to the post office and filed an investigation on my package and they told me they have reached out to the sender and have gotten no response and there is no package. I reached out via instagram and for 4 days now have been begging for a refund and provided them with everything they asked for and now theyre trying to send me a replacement when thats not what I asked for. My order number is ********* and on their website it still says its processing and it hasnt changed since i placed the order. The tracking number is **************************. My order total was $42.60 and im paying through installments via ZIP. They take forever to answer on instagram and I speak with two different people DJ and **** and its in the same message thread and they constantly give me the run around and request the same information from me and are not giving me a straight answer when I ask for a refund everytime.

  Business Response

  Date: 12/30/2022

  Hello,

   

  I can advise from looking at this account that the refund for this order was successfully processed on 22nd December.

   

  Kind Regards,

  Sue

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 on order on 12/5 for some Christmas presents. I checked out using Zip ((Quadpay), split into 4 payments. I used their Zip card that was approved for only that amount. My order total was $59.53. I was charged by my bank did they first of the installments. On 12/6 I get notified my zip card payment is failing. It turns out after checkout, for some reason, Pop In A Box changed my order total to a higher amount. They are now trying to run the card for $60.19. Its failing because the amount when I checked out was $59.53 and thats all the Zip card was approved for. I have been reaching out to Pop In A Box through emails and through messages on ******* because they have no phone number to call. They are refusing to help me and giving me the run around. Some replys are taking more than 24 hours and they are only replying with answers that have NOTHING to do with my messages. I have been asking them to credit the ********************************* cancel the order. I have to continuously repeat my problem and am getting no help what so ever. They keep replying asking for more information or giving me a breakdown of charges. There is no resolution and its been 5 days. Zip cannot help me because it shows to them that an order was placed. My bank has been charged and in a week I will owe for the second installment, despite the fact Pop In A Box isnt going to be shipping me anything and is now refusing to cancel by playing stupid and giving me the runaround. This has gone beyond frustrating and I told them I would be reaching out here to get help since nobody else seems to be able to. They have quit responding to me at this point.

• Initial Complaint

  Date:12/05/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 noticed a fraudulent charge on my credit card that Mastercard informed me was beyond the 120 days to report/recoup. Because I had no recourse through my card, I contacted the company directly as the paying customer wanting to know about my order information. I have a dozen back and forths with PIAB customer service who keeps quoting time for a reply, closing the matter, and then not following up - I then go and reopen the matter and push. It has been over a month. I provided all the info the company asked for to prove my identity and my order payment, but they will continue to "need more time to pull my my order information". It is ridiculous. They either have to acknowledge me as the customer and provide my order information. As the paying customer I did not receive my order - I require help getting into the online portal it was purchased from, or require a refund process, or a reshipment out of the items I paid for, or you need to prove to me that my order was received by disclosing where it was shipped and the proof of acceptance. OR, they can admit the order wasn't placed by me and they accepted stolen funds on a fraud charge... and they need to act ethically as a business. I do not understand why **** sees my recourse as a paying customer as less worthy or support and protection than the person who is defrauding customers through them. This has gone on and escalated much further than I anticipated. I have all my exchanges with them screenshotted if needed. I will starting to share my experience on social media and news outlets in the near future if they continue to be uncooperative. I don't want anyone else to have to deal with their sketchy practices or nonsense customer service.

• Initial Complaint

  Date:11/22/2022

  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 and paid for 2 different pop figures they were preorders for stranger things pops and knew if have to wait till this December when they said they'd ship a month later got an email saying they would be delayed till January or February then I just got an email today saying the pops aren't in stock so they are cancelling my order I don't see how they could be out when I had preorder them

  Business Response

  Date: 12/30/2022

  Hello,

   

  I am sorry to hear that you have had an issue with your order.

   

  I can advise that we do state on our terms and conditions that if we are unable to secure stock from our supplier we will cancel an order.  On checking your PIAB account I can see that credit has been added as a goodwill gesture.

   

  Regards,

  Sue

  Customer Answer

  Date: 12/30/2022

  I get that they tried to credit me but it doesn't make up for that fact that it was a gift for someone I had gotten and email the 2 months before that saying it was gonna be on time then that it was gonna be delayed then got a final email saying they had cancelled my order because of not having stock that's fine except this item was a PRE-ORDER meaning it hadn't been released yet so how could they run out of stock if it was pre-ordered shouldn't there have been one for me? 

• Initial Complaint

  Date:11/21/2022

  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 t-shirt from Pop In A Box **** on 10/22/22 for $21.27. My order still has not been shipped 30 days later. I have tried e-mailing the company approximately 6-7 times to get an update about my order because my bank account was already charged. I have also tried to simply cancel my order to get my money refunded, however I keep getting automated email responses. I am unable to locate a telephone number to call the company. I just want my money refunded since I am aware I will never receive the product I paid for.

  Business Response

  Date: 12/30/2022

  Hello,

   

  I am sorry to hear that you have had an issue with your order.

   

  On checking your account I can see that you raised a PayPal dispute regarding this issue.  You will need to reach out to PayPal to discover what the outcome of the claim was because you instructed this process and PayPal are your payment provider.  We are unable to provide any details.

   

  Regards,

  Sue

• Initial Complaint

  Date:11/03/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 received damaged items. Pop in a Box instructed me to take certain steps to get label to return. And they stated that they were making the return shipping free due to the issue not being on my end. However, when I attempted to get the free shipping label as they instructed, I was prompted to pay for return shipping with no option for free shipping as they stated would be there. Their instructions were incorrect and there was no option for a free shipping label as they claimed in their instructions. I attempted many times to reach back out to them to request they simply email me the shipping label and every time I was taken through the whole cycle again, as there is no way to reply to their emails, you must go back into the return portal on the website and go through the whole process again. I did so several times and just kept being sent the same thing where I was prompted to pay for return shipping though they stated that shipping would be free due to the return being due to damaged items. I sent photos as they requested, everything was sent and return was accepted, I was just never sent a free return label as they claimed I would. I have contacted them time and time again and I am now receiving no responses. So, again requesting refund due to damaged products received.

• Initial Complaint

  Date:09/25/2022

  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.

  I placed an order with them for 12 pops at 4 for ***** I sent payment. Then a couple days went by and I checked Tracking. They are sending it to **** *******. I never put that address in. I put my ***** address where I live. Where did they come up with that address I contacted them and they said they could d o nothing. They sure like my money though don't they. I think they rip people off quite often. They should be shut down. They. D o nothing to help and they keep your money

  Business Response

  Date: 12/30/2022

  Hello,

   

  I am sorry to hear that you have had an issue with an address on your order.

   

  On checking your account I can see that a refund was processed for this order in October back to the payment method you used when placing the order.

   

  Regards,

  Sue