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Business Profile

Toys

H.O.P. Toys

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Toys.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/31/2023

    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.
    Order placed 7/2021 due 10/2021.Company had supply problems so they didn't ship til 12/2022.Have emailed them because they said they are getting to the single orders, only doubles have shipped.Emailed several times in the last month asking for clarification because their site says they are almost shipped and I haven't gotten mine.Its almost time for them to be sold out now.No reply from them and they claim stress and high blood pressure so they dont have to answer any questions.I am very concerned after waiting almost a year and a half,I won't get my order because they sold it to someone else.Very bad feeling here

    Customer Answer

    Date: 02/27/2023

    I received my product from HOP Toys and they communicated, so I am fine.Thank you.Do I need to post online or is this response enough?

  • Initial Complaint

    Date:01/30/2023

    Type:Product 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 ordered a 12" The Thing figure from H.O.P. Toys January 15, 2021 (Order # **********). Item has never been sent. Company had delays due to Covid 19, a fire that destroyed merchandise at the port, and financial difficulties. I have been very patient. Company owners, Shaun H***** and Bryan are difficult to contact, both by email and telephone. Again, I have been very patient, but it is time to move on. I would like a refund of $79.00 for the item, tax, and shipping as indicated on the enclosed invoice.

    Business Response

    Date: 01/31/2023

    It is true that we have faced several hardships and setbacks through and post COVID pandemic and we are struggling to make good for all of our customers. As far as this item is concerned, we have offered refunds a few times over the past year for those customers that don't wish to wait. We do our best as a small business to answer any emails and messages we get from customers but it is possible that some might fall through the cracks. Again we have no problem issuing a refund if that's what the customer wants. 

    In regards to the product in question, the entire shipment was destroyed in a truck fire as a result of theft while the goods were initially in transit to our facility. The factory, in China, offered to remake the toys for us but only after they fulfilled other projects that were scheduled ahead of ours. We are currently working with a different factory to reproduce the toy as we have recently stopped receiving communication from the initial factory. 

    Customer Answer

    Date: 01/31/2023

    Better Business Bureau:



    I have reviewed the response made by the business, and find that this resolution is satisfactory to me. They processed a refund today after receiving BBB correspondence. Thank you for your assistance.



    Regards,



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

H.O.P. Toys is NOT a BBB Accredited Business.

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