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:03/07/2024

  Type:Sales and Advertising 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 Spaceship Midi Backpack - AUGUST PREORDER 1 back on June 9th 2023 for a total of $85.83. It was supposed to be fulfilled in August 2023. By early January 2024 I still had not received the product and I had no communication about when it would be fulfilled. I requested a cancellation of my order and a refund. On January 30th I received an email saying my order had been cancelled. But to date I have not received a refund which I paid for the product through Paypal. The company now refuses to respond to any communication. I have tried email, FB Messenger, and their own chat function on their website and NO ONE responds. They have and are stealing people's money and not refunding when they don't deliver.

  Business Response

  Date: 04/05/2024

  Dear *******,

  Thank you for your patience and for bringing your concerns to our attention. We sincerely apologize for any inconvenience and frustration you've experienced regarding your order of the Spaceship Midi Backpack and the subsequent challenges with the refund process. At Park Candy, customer satisfaction and trust are paramount, and we regret any instance where we fall short.

  After attempting to refund your purchase to the original PayPal account and facing limitations due to PayPal's regulations, we find ourselves in a challenging position. Our commitment to financial security and adherence to established business practices prevents us from issuing refunds to an alternative PayPal account. This policy ensures the protection of our customers and our business against potential discrepancies and fraudulent activities.

  Understanding the limitations imposed by PayPal and in our effort to resolve this matter to your satisfaction, we have issued a store credit to your Park Candy account in the form of a $100 gift card. This amount exceeds the value of your original purchase, reflecting our commitment to making amends and appreciating your understanding under these exceptional circumstances.

  We hope this gift card, which can be used across our wide range of theme park-related merchandise, offers a value-added resolution to the inconvenience you've faced. We value your business and look forward to serving you under more favorable circumstances in the future.

  If you have any further questions or if there's anything more we can do to assist you, please don't hesitate to reach out. Your feedback is important to us, and we're here to ensure a positive experience with Park Candy.

• Initial Complaint

  Date:02/07/2024

  Type:Product Issues
  Status:

  ResolvedMore 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: 21260712
  
  I am rejecting this response because:
   
  The eCheque payment was declined for order #*****

  Thank you for your response. I appreciate the communication and will select resolved on this case once I receive my refund for order #***** for $153.58.

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

  fell off. I then sent a few more emails and received an email back stating that they would cancel my order but I would have to send them a request via PayPal for my refund. They promptly cancelled my order but have not sent the refund through my requests. I have been sending reminders and multiple emails with no response. I would just like my money back. Thank you Account/order/ tracking My account email is ***************** I paid via PayPal ****************** Order number Order #***** Order #*****

  Business Response

  Date: 04/05/2024

  Hello ******,

  Firstly, I want to extend our sincerest apologies for the frustration and inconvenience you've experienced with your orders #***** and #***** for the Master ******** Mailbox Backpack and the Main Street Mailbox Backpacks. At Park Candy, we strive to deliver not just high-quality theme park-related merchandise but also an exceptional customer service experience. It's clear we have not lived up to this promise in your case.

  Regarding the delays in shipping your orders placed in April and July 2023, we acknowledge the lack of timely communication and the shifting estimated delivery dates have understandably led to a disappointing experience. Our intention with the updates was to provide transparency about the production process, yet we recognize this did not meet your expectations for clear and consistent communication.

  
  I understand that a refund was your preference after the prolonged wait and multiple requests for updates. According to our records, a refund has been initiated via PayPal to the account associated with your payment ******************** following the cancellation of your orders. We aimed to ensure this process was as smooth as possible, and I'm truly sorry to hear there may have been a disconnect or delay in receiving your refund.
  To confirm, we have processed the refund for the full amount of both orders. If there are any issues with the refund appearing in your PayPal account, please contact us directly at ******************************** We are here to ensure that this matter is resolved to your satisfaction as swiftly as possible.

  We value your feedback and take it seriously as part of our ongoing efforts to improve our products and customer service. Thank you for your patience and understanding, and again, I apologize for the inconvenience this has caused.

• Initial Complaint

  Date:01/24/2024

  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.

  They have yet to refund my money or communicate. They are taking their time to refund on purpose, it is shady and unethical. I'm not asking for a refund for a product I didn't like. I NEVER RECIEVED IT AND IT WAS ORDERED TEN MONTHS AGO. I just want to cancel the order and receive my money back.

  Customer Answer

  Date: 01/29/2024

  They have yet to respond to me about refunding. This is unethical. 

  Business Response

  Date: 04/05/2024

  Thank you for reaching out and for your patience with us regarding order #***** for the preordered llama bag. We fully understand your concerns, especially given the nature of this purchase as a gift, and we deeply regret any inconvenience and frustration caused by the delays and our communication shortcomings.

  I wish to clarify and assure you that a refund, including tax and shipping, was fully processed via PayPal on January 30, 2024. We aim for every interaction with Park Candy to be positive and are sincerely sorry that we did not meet your expectations in terms of communication and resolution speed.

  Given that the refund has been issued through PayPal, it should have been credited to your account promptly. If, however, the refund has not appeared in your account or if there are any issues with the transaction, we recommend reaching out to PayPal directly as they will have the most immediate access to transaction details and can assist in resolving any potential discrepancies.

  We appreciate your understanding and want to ensure that this matter is resolved satisfactorily. Should you need any information from us for PayPal, or if there's anything more we can assist you with, please dont hesitate to contact us directly at *******************************.

  At Park Candy, your trust and satisfaction are paramount. We value your feedback and are dedicated to improving our service. Thank you once again for your patience and understanding.

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 order the Llama bag from Park Candy back on Apr 7th,2023. Estimated time of delivery at that time was **** Didn't hear anything for months. I had to email to find that they had a vendor issue and it would be pushed back to later in the year. I have since messaged multiple times trying to get info. I have asked twice to cancel my order and have not got any response. I have tried to patient with Park Candy but the lack of responses and no information when things do go wrong is awful.

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

   
  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,
  
  *******************site and noticed that reviews were already popping up from people who preordered in April. At that point I sent emails requesting my order be cancelled and to refund my purchase on 11/28, 12/1, 12/4, and 12/5. So in the past 8 days I have sent 4 emails to request order cancellation and I have had 0 response to any of them. I tried leaving two reviews on the website. It said the review was posted, but the reviews still aren't showing. I'm starting to suspect that the reviews on this website are fake. I need help with having this company refund my order. This is the worst run business.

  Business Response

  Date: 01/08/2024

  I'm Carise from Park Candy, and I want to address your concerns outlined in your BBB complaint regarding the llama purse preorder and the subsequent request for a refund.

  
  Firstly, I apologize for the delay in shipping your order and the lack of timely communication you've experienced. We understand how frustrating this can be, especially when expectations are set for specific delivery timelines. The delays due to the customs hold and our internal response shortcomings are not reflective of the service standards we aim for at Park Candy.

  
  Regarding your refund, we have initiated the payment via PayPal. However, it appears that the refund is pending and requires action on your end to be completed. This often happens with PayPal transactions, and it may require you to log into your PayPal account and manually accept the payment. If you are unable to see the payment or if there are any issues on your end, we recommend contacting PayPal for assistance, as they will be able to provide more specific guidance based on their policies and your account status.

  
  We are committed to ensuring that you receive your refund and regret any inconvenience this situation has caused. Your feedback is invaluable to us and highlights areas where we need to improve, particularly in communication and order fulfillment processes.

  
  We appreciate your patience and understanding as we work to resolve this matter. If you have further questions or need additional assistance, please feel free to reach out.

• Initial Complaint

  Date:12/02/2023

  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.

  I made a purchase for my husband on preorder for a shirt for Fathers Day 2023, knowing it would arrive shortly after as it was for August preorder. Weeks went by with no updates, and I reached out directly. Once I finally got a response they were reassuring my my llama purse (not my product) was on its way. This happened repeatedly during many email interactions. I finally asked for my money back as its NOVEMBER and I still have no shirt and no update. They offered free stuff etc and I said no pls money back, that was 11/13. Since then Ive not been able to get a response or had money returned. Now I see that they have this problem constantly, and I believe them to be a scam.

  Business Response

  Date: 01/08/2024

  I want to extend my sincerest apologies for the mix-up and delay regarding your order. I understand how frustrating it must have been to not only experience a delay in receiving the product but also to receive incorrect information about a different item.We strive to offer accurate and timely updates to our customers, especially for preorders, but it's clear we fell short in your case. The confusion over the product details in our communication is not typical of our customer service standards, and I assure you that we are taking steps to prevent such issues in the future. Regarding your refund, I want to confirm that it has been processed. We aim to resolve such matters promptly, and I apologize for any delay or lack of communication you experienced during this process. Please know that your feedback is incredibly important to us. It helps us identify areas where we need to improve, particularly in our customer service and communication. We are dedicated to learning from this experience and ensuring a more efficient and accurate service for all our customers.Again, I'm truly sorry for any inconvenience and disappointment this situation has caused. Thank you for your patience and understanding.
  
  

• Initial Complaint

  Date:11/29/2023

  Type:Sales and Advertising 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 pre order bag MONTHS ago, in early March. Not a single word from the company even as MONTHS went by with no word so I emailed- TWICE! When they do bother to answer its a trite oh its delayed, oh its delayed and continue to push the date. When they announced on instagram when the bags were finally in stock(10 weeks ago mind you!!!)I figured it would be close and not to worry. TEN WEEKS NOW theyve had the bags and cant be bothered to ship them I guess. *** left comments on social media. It is not my responsibility to hound a business and ask for updates and ask where an item I already paid for is! Horrific customer service the likes Ive never seen as they continue to ignore me and others like me asking questions , they continue to post on their social media and yet REFUSE to answer to any of the angry people who are out time and money. Its a shame because majority of us want to support small businesses, but places like Park Candy give small businesses bad rep. ********** of how the eventual outcome of this is, I will never be supporting this business in any manner shape or form. Honestly, I am shocked ****** still allows them to sell their characters. This was a bag that was intended for an April birthday and I doubt if gets here by NEXT April. Everyone understands that mistakes happen but when you blow off all of your customers, take six months to announce WHY there was a delay with the bag, dont even bother to update people or even let them know when they might see a bag, and then continue to ignore everyone? I have no understanding left and Im out of ***** and patience.

  Business Response

  Date: 01/08/2024

  I want to sincerely apologize for the frustration and inconvenience you've experienced with your pre-order. I understand how disappointing it can be to face delays and communication issues. Regarding the delayed shipment of your bag, we've made multiple announcements through various channels including social media, our public preorder update page, and our email list, to keep our customers informed about the situation. We strive to maintain transparent communication, especially in situations where there are unexpected delays. However, I acknowledge that we could have done better in directly addressing your specific concerns. Your feedback is extremely valuable to us, as it helps us improve our customer service and communication strategies. We have already processed a full refund for your order as a gesture of our commitment to customer satisfaction. We are continually working on enhancing our processes to ensure a smoother and more responsive experience for our customers. Thank you for bringing this to our attention, and again, I apologize for any inconvenience this has caused.

• Initial Complaint

  Date:11/17/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Park Candy sent out a generic, automated email on 11/18/2023 stating orders will ship when they receive bags in late November - early December. I checked their website again today for an update on pre-orders and this information has now been changed to shipments occurring in December. The Company keeps leading people on with continued delays and promised deadlines that are repeatedly pushed back without further specification or customer service interaction. I have not received any promised email notification of the arrival of the bags for shipment or tracking email, despite now being past the new deadline promised by Park Candy. I tried to dispute the charge through my credit card company, but it was over the 90 day limit because this was a pre-order that I trusted to arrive as promised after giving this company the benefit of the doubt on their stated delays. I would just like my order cancelled and my money refunded. Thank you for your time and any help you can offer me.

  Business Response

  Date: 01/08/2024

  I'm Carise from Park Candy, and I'm reaching out in response to your complaint regarding the Lama Bag preorder and the issues you've encountered. Firstly, I want to apologize for the delays and the communication challenges you've experienced with us. We understand how important it is for our customers to receive timely updates, especially when it comes to preordered items. The delay in delivery, initially due to quality control and then subsequent logistical challenges, is regrettable and not indicative of our commitment to customer satisfaction. I would like to inform you that we have already processed a full refund for your order (Order number *****). We acknowledge the frustration and inconvenience this situation has caused, and issuing a refund is a step towards making things right. We take your feedback seriously as it helps us identify and rectify our shortcomings, particularly in terms of communication and order fulfillment. We are actively working on improving these aspects to ensure a better experience for all our customers in the future. I apologize again for the inconvenience this has caused and appreciate your understanding. If there's anything else we can assist you with or if you have any further questions, please feel free to reach out.

  Customer Answer

  Date: 01/08/2024

   
  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,
  
  ****** ********

  Customer Answer

  Date: 01/08/2024

   
  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:11/14/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  After you reached out to Park Candy, they finally responded to me that they had cancelled the order and issued my refund. Thank you very much for your help. I really wish they had just responded to any of my emails or messages and I hadn’t had to make a complaint against them, but based on the other complaints they have had, that seems to be a common practice for them. What a shame. inal form of payment. On October 24th, The responded saying that they were following up to see which option I wanted. I replied, stating that I had responded the previous day that I would like to cancel and get a refund. They have not responded since October 24th. I have now sent three follow-up emails from two different email addresses, in case my original order email address was not going through for some reason. I also initiated a chat on their website and sent them a message on Instagram. I have not received a response to any of these. All I want is a refund, but if they do not respond, I will be forced to initiate a fraud claim with my credit card company.