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:07/25/2023

  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.

  I purchased a 500$ Collectors edition for finalfantasy 16. I have tried dozens of times to get a track number or any information about my order but have had zero luck response from this company my email attached it the proper one for my order and the only order I have ever made from the square Enix store.

  Business Response

  Date: 07/26/2023

  Hello ***,

  we are sorry for the delay you had to experience with the shipment of your order. Upon checking past communication you had with our agents, we can see that you were provided with a tracking number on June 20 and that your package was correctly delivered on June 26.

  Thank you for your patience and apologies for any inconvenience this may have caused. 

• Initial Complaint

  Date:01/05/2023

  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.

  Complaint: purchase made from ********************************** on 2022-12-12 for "Magic: The Gathering" cards for which the value I spent was $211.94 under the impression that I was to be compensated with a additional "Promotional Card" to be included with any order of $200 or more. The Promotional Card in question is "DJ Scarab God" for the "December Super Drop 2022" which is currently valued at $35 on the secondary market. (See ********************************************************************************************************************************************************). I was deceived by ScaleFast **** and/or Wizard of the Coast **** by the marketing incentives which had hidden requirements seen in the article: ************************************************************************************************************************. No where on the actual web site where you make the purchase does it ********* to the article I've included above. The messaging on the web site itself indicated that you would receive the promotional product "For every $200 you spend, you'll get one free copy of The Scarab God promo card!" which is included at the top of the main page as of this writing (see attachments). The image that promotes the promotional card on the main page does not hyperlink to anything for "Pre-Order Now" . Furthermore, the actual steps you take to make the purchase- adding products to your cart/finalizing your order, never link to the article or make any mention of a requirement that your purchase be above $200 before taxes and shipping costs. I believe that the marketing scheme was intentionally designed to deceive the customer and is anti-consumer - encouraging purchases that are pennies (in my case, 6 cents) less than the hidden requirement in order to not fulfill customer expectations during the ordering process. Please see attachments which shows disdain/refusal from Support. Attachments have all the order details including email.

  Business Response

  Date: 03/08/2023

  Hello ******, we would like to inform you that the promo card has been correctly added to your order, but it will ship on a later date. Please rest assured that you correctly qualified for the promotion and we will make sure to ship the card as soon as possible, as this is an ongoing logistic operation that hasn't been completed yet. Also, feel free to contact Wizards support for any additional doubt you may have. Thank you for your patience and please accept our apologies for any inconvenience this may have caused. 

• Initial Complaint

  Date:11/16/2022

  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 ordered from maisonmargiela-fragrances.us on September 3rd 2022 and was charged the order fee as expected. When I reached out to advise the product was faulty they advised of a refund and I received a cancellation confirmation via email from their website on October 4th 2022. It is now November 11th 2022 and after reaching out several times I have been informed that the order was processed through Scalefast and they are refusing to refund. This issue is with both companies as a reseller should be more clearly disclosed by the main site and the reseller should honor the agreement from the support. Also if a product is faulty a refund should not be refused. Improper handling causes issues with the item that is not on the consumer but the seller. There is no way to contact Scalefast through their official site and since the transition of the Maison site to Maison scalefast support is not available and Maison has no records from scalefast.

  Business Response

  Date: 01/05/2023

  Hello ********,
  upon checking our records, we can see that you contacted us asking to return the product because you didn't like it. It was not faulty. As mentioned by the agents that handled your case, we were not able to accept the return of an open item as our Return Policy clearly stated that a product can be returned only as long as it's still sealed in its original box.
  We understand your frustration, but we could not provide further assistance with your case.
  Regards,

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It was either faulty or false advertising as it did not smell the same as the marketed item. It may not have smelled foul but did not match the same smell as was in the store. This indeed was part of the original conversation. I was able to eventually get a refund so it is a moot point, however the constant willful misunderstanding and assumptions and lack of listening in this whole process has convinced me to never use your services in the future and to warn anyone else of your services.

  Business Response

  Date: 01/17/2023

  Hello ********,
  we are glad to know that you received a refund in the end and we are sorry for the product not matching your expectations as per the one you tried in a store.
  Thanks for your understanding and apologies for the inconvenience.
  

• Initial Complaint

  Date:09/07/2022

  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.

  Placed an order for Maison Margiela fragrance and was notified in order confirmation it would be fulfilled by Scalefast. I got a shipping confirmation shortly after and was excited, except it has now been 10 days and the shipping and tracking has not updated. I have attempted to contact Scalefast multiple times and ask them what is going on and each time am bounced back with a generic 'we will respond within 48 hours' email, and then after a representative tells me that it'll update soon. Absolute garbage customer service and robbery. Maison Margiela is losing a customer in me because of their partnership with this shady and illegitimate company. I am going to be requesting a refund.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/23) */
  Hello ***********,
  
  we have reviewed your claim and we can see that our agents provided you with tracking details and that your order was successfully delivered on Sept. 14.
  
  We apologize for any inconvenience caused by the delay
  
  Regards,

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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.

  Bonjour je commande sur la boutique *********** ****** , et ***** / ********* a encore bloquer ma carte et tout mode de payement sur mon compte lié au compte de *********** ***********************
  Nom: ***************
  PayPal : *********************
  J'ai déjà eu ce problème sur mon ancien compte *********** et j'ai du changer de compte client mais le soucis c'est que j'ai perdu toute mes précommandes d'objet de collection souvent en rupture de stock et impossible de les racheter !
  Je demande via *********** une demande de support chez leur fournisseur de payement en urgence afin de régler au plus vite mon soucis et d'arrêter de bloquer ma carte inutilement puisque chaque payement je dois validé sur l'application via un mot de passe et confirmer le payement en ligne .
  Ni *********** boutique ****** , ni ma************** n'est en mesure de faire le déblocage car ni *********** ************ n'a bloquer ma carte , ma carte et mon compte PayPal sont fonctionnels.
  Contact :****************************************
  Phone *************
  
  Hello I order on the *********** ****** store, and ***** / ********* has still blocked my card and any payment method on my account linked to the *********** account ***********************
  Name: ***************
  PayPal: *********************
  I already had this problem on my old *********** account and I had to change customer account but the problem is that I lost all my pre-orders of collectibles often out of stock and impossible to buy them. redeem !
  I request via *********** a support request from their payment provider urgently in order to resolve my concerns as quickly as possible and to stop blocking my card unnecessarily since each payment I must validate on the application via a password and confirm online payment.
  Neither *********** shop ******, nor my *********** is able to unlock it because neither *********** nor my bank has blocked my card, my card and my PayPal account are functional.
  Contact: ***************************************
  Phone: ************

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/23) */
  Bonjour ******
  Nous pouvons voir qu'un agent vous a contacté concernant la situation. Il semblerait que cette dernière soit résolue.
  Nous vous remercions pour votre patience.
  Cordialement,
  
  -----
  
  Dear ******
  We can see that an agent contacted you regarding this situation. It seems that it is now fully resolved.
  Thank you for your patience.
  Regards,