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:04/10/2025

  Type:Delivery 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 purchased three items from the official website of this company, but actually only received one. When I reported the problem to them, they told me that they sent three items. I took a photo of the package I received and showed it to them, I think this package is very strong evidence to prove that I only received one, because the capacity of the box is just enough to fit one, and the waybill on the package has the order number and my delivery information. but they has been ignoring the evidence I provided, being very arrogant and accusing me of fraud. I am very angry because it involves personal insult. I hope they can apologize and refund the total amount of the goods that were not shipped to me

  

  Business Response

  Date: 04/10/2025

  The facts of this case are as follows.  We received this email from the customer, who is using a Chinese email (******), and we shipped the package to an address in ******** which is known to be an international reshipping location,with many fraud reports.   We responded to the customer as follows and never received any response, contrary to the statements in this complaint.

  Thanks,
  ****** Royal

   

  Hello *****
  
  Thank you for reaching out. I apologize for any confusion, but this appears to be the first communication we've received from you regarding this matter. Upon reviewing your order, I can confirm that we have shipped all the items you ordered. We shipped 3 Coraline bobbleheads, and the shipping weight corresponds with the order details. However, I would like to bring to your attention that the shipping address you've provided, ***********************************************, has been flagged as a known scam address. As a result, we take extra care in verifying shipments to this location to prevent any potential fraudulent activity.
  
  Please feel free to contact me if you have any further questions or concerns. We are here to help and want to ensure you're satisfied with your order.
  
  Thank you
  *****
  
  From: ***** <***********************>
  Sent: Tuesday, April 8, 2025 12:36 AM
  To: Royal Bobbles Orders <***********************************************************>
  Subject: reply me!order problem
  
  I ordered three coraline bobbles but received one. I sent you an email last week, but no one replied to me at all. Is anyone responsible for this matter?!!

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23185552
  
  I am rejecting this response because: personally, I am very disappointed with the handling of the merchant, and also very shocked that they could be so full of lies. I contacted the merchant before, that is, ********************************** immediately after receiving the package, but there was no response, I found a new way to contact them on their website. It is ************************ I sent an new email to this email address. One day later, I received *********************************** reply, They claimed they didn't send the wrong amount and implied I was a liar. Then I replied four emails immediately, including the pictures proving the wrong quantity sent by them and my appeals, but I still got no reply. Yes, no one contacted me until I sent this email, so I turned to bbb to complain. I have attached the pictures of the email records and the photos of the packages I received, please investigate.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/14/2025

  This customer is in ***** (as confirmed by his email address and his phone number) and is claiming that we only sent one item to him, when our shipping logs confirm that we sent three.   He sent photos of the box which he allegedly received from us, but it is not ours.  Our shipping boxes contain our Bobbleheads.com logo on the side and this one did not.  They also do not use yellow tape, and they do not have shipping labels with Chinese writing on them.  

  The address in ****** which he directed us to ship the products to is a known scammer address: 

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

  
  Please see the links below:
  
  ***********************************************************************************************

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

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

  The address is a known reshipper to Chinese addresses. 

  It is likely that the reshipping company reboxed the items and either lost or left out the other two items. He should to check with them to find out why they did that.  
  

  

  Business Response

  Date: 04/17/2025

  We have agreed to provide the customer a full refund for the additional two units in question.  That refund has been issued.   We hope that this resolves the customer concern and we appreciate his support. 
  

  Customer Answer

  Date: 04/17/2025

   
  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:12/20/2024

  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 custom bobble head on Nov. 30, 2024. Initially the company was in contact with me and I signed off on the finished product. I have been emailing them for weeks to find out why I have not received my bobble head, if it was shipped and can I get a tracking number.Their customer service claims to return all emails within 24 hours but I have heard nothing. Im not getting a response, the gift is for Christmas and I dont know if I will get it at all.I think company may be a scam. I think after they send you a picture of your purchase they ghost you and keep your money. I do not think there actually is a product.

  

  Business Response

  Date: 01/06/2025

  Hello -

  Unfortunately, this customer must be confusing us with another company, as we have no record of any order with these customer details, and our order numbers are very different from the format of the one provided above.  Our order numbers are 7-digit all numeric numbers, currently beginning in the 3756xxx range.

  We are the original Bobbleheads.com, but there are now many other competitors who have adopted similar names, so the confusion is understandable.  If the customer can go back and look at their original order details we are sure that they will find that the order was indeed placed with another company.

  Thank you,
  ******
  

• Initial Complaint

  Date:09/27/2024

  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.

  My product came damaged. According to their instructions,which were not very clear, I had 3 days upon delivery to file a claim with photos. I took pictures of the damaged product and packaging emailed it to the email I had been chatting with about the product day of delivery. No response. I called the # on their website ************ five different times to different departments on the menu and it only rang in each department. I called direct to Alpharetta # ************ for Summer ******* whom I previously received a email from and got the same menu and only ringing with each menu choice. I had created an account when I purchased my product and when I tried to log in I was continuously given an error message. I would like a refund but cannot get in touch with the company.

  

  Business Response

  Date: 10/09/2024

  This is very odd and we do not understand how this could have happened.  We have not received any communication from this customer - either by email or by telephone - about this order other than one single email on 9/5 where she enthusiastically approved the bobblehead.   That email is attached.  I confirmed that there were no other emails by checking our email archiving system which logs any emails coming into or out of our server, and this is the only one.  The second screenshot shows that.

  Regardless, we would be happy to review the photos of the damage to the bobblehead, if we can just get a photo of them showing the detail of any damage, and the packaging that it arrives in, we will be happy to address next steps.  We would be happy to remake the bobblehead at no charge, and we can file a claim with the shipping company.  We would just encourage the customer to reach out to me directly (Warren Royal, President, [email protected] ) and I will make sure that this is treated with the utmost priority.

  Thanks,
  Warren Royal
  

  Customer Answer

  Date: 10/15/2024

  Today is October 15. I reached out to Warren Royal directly as he requested on October 9. He responded on October 10 stating he will discuss this with his team tomorrow (October 11) for the best way to make things right for me. I have not heard from him or anyone on his team since. He stated in the online response they would make another bobblehead for me and file a claim. I now am not sure what to expect. He made a decision and then tells me he has to consult with his team. This was not cheap and I feel like I will not get my remake or if I do, it too will be broken due to poor packaging. I sent him the pictures of the broken product, packaging, emails showing it would be mailed FedEx and it came USPS. I am very upset.

  

  Business Response

  Date: 10/16/2024

  I am very confused about this complaint.  As soon as I saw it, I checked with my team and we did not have any record of any communication from her.   So I reached out to Ms. Hutchinson myself and offered to remake the bobblehead for her, at our expense.  She graciously responded and accepted our offer, and we proceeded with the remake. 
  
  Last night, she was provided with proofs of the remade product, in our proofing system, and our employee Summer emailed her to make sure that she saw them.  Ms. Hutchinson saw the proofs, and approved them.  Later in the day, I sent another email to the customer and wanted to reiterate the importance of our customer service and that we really wanted to make things right for her.  After that, I asked Summer for an update and she informed me of the proofs and the approval and that everything was on track.  
  

  Then, just a few minutes later, I received this new BBB communication where the customer stated that she had not heard from anybody, and that she was concerned that she was not going to receive her remake.   I was really confused because I checked our proofing system and saw her notes in her own words where she had approved them.    So I wrote her another email and told her that I was really confused and asked her to help me to understand what was happening and why she was saying these things to the BBB when they were not factually correct.
  

  Customer Answer

  Date: 10/16/2024

  My final response in the entire matter is below: October 16, 2024.

   

  Mr. Royal,
  If I have offended you or any member of your team please accept MY apology. My product came damaged and that is not MY fault. You are the President who stated to the BBB your company would gladly make another one for me and then file a claim. THEN you tell me you have to get with your team for a resolution and I did not hear from you for five days. THEN I received an email for a remake with no explanation as to what you needed from me so I followed the instructions in the email to accept or deny the head and body only to discover the accept button was not working. I had to send a message back. This "was" a wedding gift so yes I am upset. Do I blame YOU? NO. But I do not like how I am being made to feel as if all this is my mistake. Bad business! The bobblehead looked wonderful, shipping was not as stated. 

• Initial Complaint

  Date:06/25/2024

  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 this custom bobblehead back in may 2024 spent about $145 i just received my item end of june cause never did i know it was coming from *****, the sculpture is alright they couldnt get it right i went back and forth on it, when i opened my badly packaged item i was very disappointed on the painting it had fingers prints all over it, its very noticeable and the name plate thinking since it was extra it would by alot nicer its a sticker they glued on and also i had asked for top to be a jersey on picture they sent me for review didnt look like a sticker but it was a sticker as well! This is an embarrassment gift to give to someone we spent money on this for it to look so cheap

  

  Business Response

  Date: 07/03/2024

  We have received this complaint and have researched it.  The customer placed this order with us for a fully customized bobblehead, using her pictures and photos and instructions.  We completed the design as she specified, and sent her photos and asked for feedback at every step of the process.  We sent numerous photos all during the design and production of this bobblehead, and she approved the work at each step of the way. We've attached the full proofing log with evidence of these communications.

  The type of decals that were used on this product were very clear in the photos and she never raised any concerns or questions during the proofing process.   If she had raised questions or asked us to change the type of decal, we could have done that quickly at the time. 

  Rather, she approved the work at every stage, and when it was complete, she gave us final approval and asked for us to ship it quickly.   We did that.  We did not hear anything further until we received this BBB complaint.  
  

  We would be happy to remake the bobblehead for her at our actual cost, if she would like for us to do that.   Or, if she would prefer, we would be willing to offer a refund of 30% of the order price to help make things right.
  

   

   

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21903004
  
  I am rejecting this response because: on the photos they sent me they were not cleared to where fingerprints were noticeably until i received the item and i could see them, the sticker on jersey looke like paint on photo they sent me til i received item and realized it was a sticker also the name plate i honestly thought it was typed on the plate not a glued sticker as well, i would prefer a discounted refund never again would i purchase and order through this company. Communication i thought was coming from ** not out of the country their site states they are based in ** not ***** from where my product was made from and shipped 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/03/2024

  Our home office is based in **********, *******, and that is where all of our employees are.   There are unfortunately no custom bobblehead factories in the **, and so we have a studio overseas who does this work for us.  However, all of the sales, customer service, and support functions are performed right here in ********  

  We are very clear about this on our website.  Here is what we say about this on our website at ***********************************************************
  

  Are your bobbleheads made-in-the-***?
  Well, we have undertaken projects where we have made bobbleheads for very select customers which were completely made-in-the-***, but unfortunately, for the vast majority of consumers, it is not possible for any company to produce custom bobbleheads entirely in the *** - at an affordable price.  These custom products require many, many hours of hand-sculpting, hand-casting, and hand-painting, and American labor costs are just too great for it to be affordable for most consumers.
  
  But, we have tried!   In fact, we tried so hard that the television celebrity *****************, of "Dirty Jobs" fame, filmed us and broadcast an entire segment on his show "Somebody's Gotta Do It" on *** on this subject: "Why it is so hard to make a bobblehead in the ***?". Please see these links for examples: (1), (2), and (3).
  
  Here is the problem, for most people.  A completely made-in-the-*** custom bobblehead would cost between $2,000 and $4,000 to produce and deliver.  And we just don't think that that makes financial sense for most people.
  
  But please understand that your order DOES support American jobs and labor.  We have a full customer service team here in ******* who stands ready to take your phone calls or emails and assist in any way possible.  They are just a phone call or email away, and will be happy to intervene anytime there is a problem or concern or question and will be happy to help our overseas artists if they dont understand something.   We also have artists and sculptors here in ******* that can consult on calls, and help whenever there is a question or problem.  We often bring things here for final touches if there is something that we just cant get right via the normal channels. Nobody else does that!  (Seriously, nobody).
  
  One thing to remember is that even if a portion of the process occurs overseas, many American jobs ARE created by these orders.  We pay ****** and ******** for ads to let you know that we offer this service, and that creates jobs there.  The orders are taken here, using American credit card companies, using software created by American companies and American phone and internet providers, in an office building in ******* where we pay rent to an American building owner and we (and our employees) pay state and US taxes. We have created an entire customer service and support team right here in *******, who is standing by to help you at every step of the process and oversee the handling of any problems that you might have.  And then at the end, we apply made-in-the-USA holograms to the base, and our shipping is handled by ****** an American company.  And then when you receive it, if there is any problem, our Georgia staff stand ready to help you again to resolve any issues.  And our American artists can help to tweak things if needed. And we do support a number of other national and local nonprofit causes and charities, including ones that support our military members.
  
  But if you still have questions or concerns about this, please feel free to call or email our founder, ****** Royal, and he will be happy to discuss this further with you!

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21903004
  
  I am rejecting this response because: i still dont agree with it, im unhappy with the product seeing it in person compare to photo its horrible job done 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  

  Business Response

  Date: 07/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and we would be happy to participate in a remediation.   However, I wanted to emphasize again that we have already offered a partial refund or to remake the product at our expense for the customer, so  I do not understand why this is not satisfactory to the customer. 
  

  Thank you,

  ****** Royal
  

• Initial Complaint

  Date:05/03/2024

  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.

  Date of order was 3-13-24 The amount was 3.71.24 A Quality product Although the sculpting was pretty good, the painting of the product was horrid They refunded half of the cost With letter saying that they thought that the product was a good quality.

  

  Business Response

  Date: 05/03/2024

  We were hired to produce a custom bobblehead for this customer.  We have offered her a proofing service so that she can see each stage of the sculpting and painting and so that she can make as many changes as necessary until she is happy.  However, no matter how many changes we make, she is unhappy and does not feel that the product meets her expectations.   As you can see by the photos which she provided, they are very detailed indeed and we feel that it is a good product, and is a good value for the money that we charge for such a highly customized item. 
  

  We typically cannot offer any refunds for our custom products, because they take an extraordinary amount of time to produce, since the product is entirely custom and is done from scratch to your specifications.  We cannot offer these products for resale if someone decides that they don't want them, or returns them, because they are of one specific person. Here is a direct link to our FAQ page which details our refund policy: ***********************************************************

  We apologized to her for our inability to meet her expectations, which we feel are unrealistic for a custom novelty product of this type. At the time that she placed the order, she told us that she had also tried other custom bobbleheads but was not satisfied with their work either. 

  We worked very hard on this piece, and we truly feel that it is a good representation of her request and photos, done in an appropriate manner for a consumer novelty product of this type.  During the proofing, she did have some confusion, which we tried to address such as white reflections in the proofs being misinterpreted as white paint, and other things like that.  But after going back and forth on the proofing many times, she decided to give up and to cancel the order.  She did not want to continue with the process, although we were happy to do so. 
  
  Even though we have a very clear "no refunds" policy, we reviewed the order and the additional information that was provided, and because of her dissatisfaction, we agreed to cancel and to give her a partial refund anyway.    Due to the amount of work that our artists have done on the bobblehead, and the fact that it is nearly complete at the time when she chose to cancel,we  refunded her 50% of the total cost of her order. The refund was issued and the order canceled, at her request, prior to her filing this complaint.

  We feel that we did everything that we could do to assist this customer, and we even made an exception to our own "no refunds" policy to accomodate her, in good faith.    We are sorry that she has still chosen to file a public complaint on us despite these efforts.
  

  Customer Answer

  Date: 05/04/2024

   
  Complaint: ********    As you can see the sloppiness in this painting is ridiculous. It's ridiculous that they would say this was quality product. And that's fine if they feel they have to keep half of my payment, but I would seriously like other people to be aware that what they advertise on their site is very expensive bubblehead that their viewing not what they will get when they purchase. And I can be the end of the back-and-forth I'm done. But I feel that they Misrepresent And as far as I'm trying to fix it, it was them sending the same pictures. Wish I would've looked on the **** site because I see that I'm not the only one that has complained about this company
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/28/2023

  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 paid ***** extra to have my item here by Christmas. It arrived 2 days after Christmas. When asked to refund my money for the *****, they stated that it was my fault because I had changed in my product. It was not my fault they couldn't get it right and I wanted it simply to be tge best it could be. They stated I should have asked for no more than 3 changes and it would have been on time. It is not written how many times you can change it and they would go days between my contacts. In fact, I even emailed twice stating I had not heard from them. When you spend nearly ****** for a product you want it right. If they had responded in a timely manner, and did a better job creating my product it would have been on time. If they saw that it was getting too close to a deadline and would not be able to get it to me in time then they could have emailed me and not charge me my ***** to assure it by Christmas.

  

  Business Response

  Date: 12/29/2023

  To whom it may concern:
  We have received a dispute from this customer who claims that her holiday rush fee should be refunded in full because her product arrived a couple of days after Christmas.   We disagree with this claim and feel strongly that it is without merit.   

  The product has been fully produced as requested, to her precise specifications, and it was shipped as soon as she approved it during an extensive proofing process.  It would have been shipped before now, but she denied the photo proofs that we provided 10 separate times, causing extensive delays to the production process. Over the entire course of the proofing process, she received 30 proofs and made extensive changes, which caused all of these delays.

  It takes time to create a custom likeness of a person, as they are hand-sculpted and hand-crafted.   When this customer placed her order on 11/26, the expected delivery date that we provided him was around December 8-15.  However, this production estimate assumes that the customer will not make extensive requests for changes to the doll while it is being sculpted.  She asked several times for things like "Can you make his arms more muscular in biceps?" and "Make eyes blue and bigger. Hair longer. "   We are happy to make those change, but they do naturally add time to the process.
  

  Because our company creates custom hand-made products to a customers exact specifications, and to their photos, it is not possible for us to have an exchange or refund policy.  Therefore, we have a very clear no-refunds, no-exchange policies on the website,and the customer must click-to-accept these conditions before ordering. 

  The work that we have performed is precisely as she instructed us.   We spent many hours hand-sculpting this product to her precise specifications and directions and based on the photos which she provided.   We offer an interactive proofing service standard with every order, which allows the customer to review photos at every step of the process.  
  
  However, extensive changes will necessarily slow things down.  That is why at the top of every screen in the proofing process, the following disclaimer is shown:

  "Please understand that delivery timeframes for proofing orders are contingent upon prompt attention to proofs and assumes minor changes during proofing process. Major changes, delayed responses, or repeated requests for changes will delay delivery.  ... Delays in confirming your proofs or continuous requests for changes to your proofs will result in delivery delays.
  

  We will not refund the rush fee, because these delays were caused by her many changes.
  

• Initial Complaint

  Date:04/17/2023

  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 ordered two bobbleheads just before Christmas of 2022. As of right now I have received nothing from this company. Its been 4 almost 5 months. Ive spent 300 dollars on products that *** never arrive. The proofs that were sent to me look nothing like the photos that were submitted. The work is unsatisfactory. There have been many others who have gone or are going through the same thing. This company is not who it claims to be nor does it produce the final products it claims. If need be I can submit proof of purchase. I will never do any business with this company again.

  

  Business Response

  Date: 04/25/2023

  We provide a custom bobblehead product that is made to the specifications of the customer, using photos and instructions that they provide.  The amount of time that this takes can depend greatly on the time of year (longer at Christmas and during February). 
  
  We have been in constant touch with this customer since he placed his order on 12/22, right before our Christmas holiday.   At that time, we estimated that the bobbleheads would be completed in late March or Early April: **** he placed the order, these dates were provided to him and he accepted them.  He also elected the slower 2-3 week Economy Shipping/Delivery option.  That communication is attached.

  He was keenly aware of the delivery dates, as he mentioned them several times in his emails, all during the process.   And then he complained several times because he was unable to reach us by phone, but then he stated that "Youre 3 hours ahead of me which makes it a little difficult to call after work. ".  So we offered to call him at any time he chose (please see email). 

  After ***** caught up with him on January 6, he was thrilled with the response, and stated this in his email: 
       Hi Gabby, 
       Those are perfect, they will look really good with the little **** Medicine of USC logo.
       Thank you so very much again for making the adjustments especially with shipping. 
       Youve definitely restored my faith. Im excited to see these come to life.
       Im sure the recipients will love them.
       Thanks again
       ****

  We provided proofs at every stage of the design of this bobblehead.  We would post changes in our interactive proofing system, and then the customer would review and respond with feedback or suggestions or improvement.   We rely on him to respond in a timely manner, and there were several times when we did not receive comments back from him for a couple of weeks at a time.  This, of course, will slow down the process. 

  In addition to posting a negative review here, he has posted 4 negative 1-star reviews on TrustPilot during this process, even as he was complimenting us in the attached emails.   Please see the attached reviews in which he gives us and several other companies ******* LL Bean, and others) similar 1-star reviews.  
  
  We remain happy to work with him to complete this order and we feel that we are very close to having it ready to ship.   So we are unsure why he is filing this complaint at this time, since the product is looking good and just waiting on his response, and is within the general timeframe which was initially provided to him (although stretched out a little due to his delays and changes).  

  But we are happy to help and to complete it!

  Thanks,
  ****** Royal
  

   

   

• Initial Complaint

  Date:02/19/2023

  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.

  My business with this company started in September 2, 2022. I wanted to get a Christmas present for my spouse. I thought the order was well in advance (estimates said itd be ready by October or November). Before the final print, I had a few corrections that I requested and they were made quickly and I approved the final product around mid October. I received a call from Bobbleheads.com late October saying that they have lost all communication with the vendor that was doing the order. They said they lost all orders and mine wont be able to be shipped. I was given two options, to get a refund or to have the order redone. I asked whether the order would make it out by Christmas and I was told yes, they would do a rush order on it. I accepted the order being redone. November 7, I got the review for the head sculpted which I approved the same day. On December 11th, I emailed asking the status because I had not heard anything. On December 13th I got an email asking for approval of the final product. It was missing the same thing that the first product was in October that was resolved. I emailed asking why on the call I was told it would be ready by Christmas and this would be a rush order, but it wasnt even close to being ready mid December. I was told with the modifications I asked for, it wont be ready in time. I expressed my frustrations with the whole process and asked that since it is way late that they insure the quality is great.Early January I was given a review with one change I asked for, not all. I asked again for the change and they sent the same review request back. At this point I just accepted since it was minor. January 17 an email was sent about terrible quality and they will redo orders that havent been accepted. I received my bobblehead that day and it was terrible quality and wouldnt even bobble. I asked for the redo since this wasnt their standard or what they advertised. After 3 weeks, they finally told me no, I had to accept as is.

  

  Business Response

  Date: 02/27/2023

  We did experience some unanticipated delays during our busy Christmas season, after we had some logistics and sourcing problems which were out of our control.  As a result, some of our customers did receive their items late. However, since then, we have resolved these problems and have brought two new factories online, and we have made significant improvements in our technology and our capacity, so this problem should not happen again.

  With regard to this order, it was indeed late, and we wrote to this customer to inform him of that and to offer various options to make it right.   In this case, we were not aware that he had already reviewed and approved the design in our interactive proofing system, and that it had in fact already shipped out, based on his approval and clear instructions to do so. 

  We are sorry for the delay, and if the customer feels that the quality of the item which he received is not what he approved or sufficient, we would welcome the opportunity to continue working with him to find some resolution.   We would ask that he send us photos of the product that we received so that we can help to determine what options we might have.

  Thanks,
  ****** Royal
  

• Initial Complaint

  Date:01/20/2023

  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 ordered 3 bobbleheads on November 22, 2022 from Bobbleheads.com for a total of $871.95. According to their website as well as my confirmation of the order, these were to ship in time for the Christmas holiday and were to be Christmas gifts. The week they were to ship, I received an email, supposedly from the Owner, saying that I would not be receiving them in time for Christmas due to the amount of orders they received. A few weeks after Christmas I was contacted by a "new" account manager asking for approval of a wax of one of the bobbleheads. It did not look like the photos sent in for the bobblehead and the quality appeared to be extremely poor. I did not approve the wax. I asked at that time for a refund due to the fact that the bobblehead was a month late and did not meet my quality expectations. The next day I received an email stating one of the three bobbleheads [not the one that they had sent photos of] had shipped without seeing it beforehand, approving anything, but also did not receive the refund back to my card that I had requested. The one [of three ordered] bobblehead arrived, and similar to the wax photo they had sent of the other bobblehead [bobblehead 2 of 3], this bobblehead was horrible quality and did not look like the persons it was to resemble. I sent photos of the bad bobblehead and again asked for a refund for the remaining two bobbleheads. It has now been 2 months since time of order and have not heard from Bobbleheads, the "new" account manager or received a refund back to my ***** I am in the process of filing a fraud claim with ***** When you go to Bobbleheads.com website, the company appears to be located in Georgia. The bobblehead was delivered by DHL and came from *****. This entire company is a sham. You are not able to reach anyone, leave a message or even leave a review even though their website lists phone numbers, reviews, etc. The BBB needs to confirm that this business is real, and also operates in *****************.

  

  Business Response

  Date: 01/21/2023

  This customer placed three orders with us on 11/22, and chose the "NO PROOFING" option so that they could be delivered in time for Christmas.   However, we became concerned about them being completed in time and sent her an email on 12/9 (attached), informing her of a delay and offering her several options  to choose from, to make it right.   We offered her choice of the following:

  - 20% refund, plus
  

  - Air shipping upgrade, plus

  - We will give you free proofing, even if the order was a non-proofing order, and
  

  - Gift Certificate of $20 of her next order

  However, we noted that if a delivery after Christmas was not acceptable, we offered to cancel her order in full and to give her a full refund. In the attached email, response, she stated "I can accept the Bobbleheads after Christmas.".  So we proceeded accordingly, knowing that an after-Christmas receipt was acceptable to her. 
  
  We have corresponded with her multiple times, despite her claim - attached is an email which our ******* representative ***** sent her on January 11. We have had many email and proofing system exchanges since her order was placed, including the one that I sent her on 12/9. 
  
  We did complete the first of 3 bobbleheads and shipped it to her, and she received it on January 4.  Further, we provided proofs for a second one, in keeping with our promise to do so in our 12/9 offer.  On the single bobblehead, the customer has received 3 sets of proofs for the head only. The customer has requested changes twice, and the 3rd proof has not been responded to since 12/24.

  Since she did receive the first bobblehead as agreed, but the other two have been held up even further than expected, we have agreed to authorize a complete cancellation and refund of those two.  This is in keeping with our original offer on 12/9.   However we feel that the first one should stand.  She ordered the bobblehead with no proofing, and then expressed her desire to continue with the order after we offered to allow her to cancel it.  The proofing process is what allows us to perfect the likeness.

  The package was sent by DHL international express air.   On the order form, she chose express shipping, which is described on the order page as "2-5 Business Day EXPRESS AIR ******** ****** or DHL)"  So this shipping method was in keeping with her chosen shipping option in the oriignal order.

  We have corresponded with her numerous times, by email and through our proofing system since the time her order was placed - including the attached email from Gabby, our **********, ** employee, and the one which I sent to her (attached) from 12/9.  There is no basis for her claims that we are not in ***************** - we have been here in *******/********** since I founded the company in 2008. 
  
  Thank you,
  ****** Royal
  

• Initial Complaint

  Date:12/31/2022

  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 PAID OVER $200 FOR TWO CUSTOM BOBBLEHEADS. WHEN I RECEIVED THE PRODUCT - THE "HEADS" DO NOT BOBBLE.

  

  Business Response

  Date: 01/05/2023

  We have no record of receiving an order or any prior communication with this order.  We think she has confused us with another company which has a similar name.