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:07/17/2024

  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.

  On Thursday July 11 I made an order with Diamond Select Toys which order number is #***** for the amount of $353.38 which included *** Grounds shipping that I had no issues to pay for ($183.38) because when it comes to collectibles like Dioramas, I always choose *** as the shipping method. Before placing my order, Ive sent an email making sure that my order was going to sent via *** ground (that shipping method that I payed for) and they replied that my order will be shipped via *** Ground guaranteed. Now, today I was browsing my Diamond Select **************** page and Ive saw that ny order was marked as shipped (Ive never received an order confirmation) and then I see at the bottom of the page that my order was sent via **** Priority Mail. Which is cheaper, even this company evidently overcharges the shipping costs. Ive being defrauded by Diamond Slect Toys. They need to refund me the shipping cost, because they not only lie to me in the email, theyve also never sent me a shipping confirmation, because they probably did this intentionally to take more extra money. This is a very disgusting business practice and I want this company to refund my ******** not interested in apologies that can be just hollowing words. Ive being defrauded and a refund will at-least help to fix the wrong on their behalf. As you can see, that tracking number is an **** tracking number, plus I have all the evidence of my emails.. including the exchanges with the company reassuring me that my order was going to be sent with the shipping method that Ive payed for (*** Ground)All of the evidence has being uploaded here. I want this fraudulent company to refund me the difference in the shipping cost. Not sending an confirmation email even says more that this was intentional from the beginning.Sincerely,*****

  Customer Answer

  Date: 07/17/2024

  Dear BBB,

  First of all, please lets keep this complaint open until I can confirm that they have refunded me the shipping cost.

  Here I have the current responses from DST (Diamond Select Toys) along with an evidence that contradicts the fast response in regards of *** Ground shipping not being available to ***********.  *** Ground is one of the three direct *** shipping methods available to *********** and honestly this looks like a last minute excuse.  ****** the DST customer service representative has indicated that the refund process has begun, however I want to keep this complaint open until I see that Diamond Select Toys definitely refunds me the shipping cost as promise.

  Thanks again for accepting my complaint and for giving the chance for us consumers to be treated fairly.

   

  Best Regards,

  ***** *****

  Customer Answer

  Date: 07/17/2024

  Hi again BBB,

  I definitely have the need to show this further evidence on why I dont trust Diamond Select Toys and  why this was all intentional as a poor business practice to keep a larger amount of the shipping cost as a personal gain.

  As You can see on the screenshot of the tracking number, the item was sent via **** Priority Mail (a way cheaper shipping method that the one I payed for) and they never sent the shipping confirmation email. All of the sudden they send the shipping confirmation email when I open the complaint with The Better Business Bureau.

  From the immediate last moment excuse that was even written with the incorrect wording (another evidence of their intention) theyve said: *** Shipping was not unavailable, which kind of means that they were trying to say that was not available, even they know that *** Ground is definitely available to ***********. I have received many packages via *** Ground.

  Ive already let them know that I will wait until July 24 for the refund and that I requested to keep this case open until I see that theyre being honest about their proposition. I cant trust a company that lies so easily to take advantage of their customers.

   

  Best regards,

  *****

  Customer Answer

  Date: 07/17/2024

  Hi again BBB,

  I definitely have the need to show this further evidence on why I dont trust Diamond Select Toys and  why this was all intentional as a poor business practice to keep a larger amount of the shipping cost as a personal gain.

  As You can see on the screenshot of the tracking number, the item was sent via **** Priority Mail (a way cheaper shipping method that the one I payed for) and they never sent the shipping confirmation email. All of the sudden they send the shipping confirmation email when I open the complaint with The Better Business Bureau.

  From the immediate last moment excuse that was even written with the incorrect wording (another evidence of their intention) theyve said: *** Shipping was not unavailable, which kind of means that they were trying to say that was not available, even they know that *** Ground is definitely available to ***********. I have received many packages via *** Ground.

  Ive already let them know that I will wait until July 24 for the refund and that I requested to keep this case open until I see that theyre being honest about their proposition. I cant trust a company that lies so easily to take advantage of their customers.

   

  Best regards,

  *****

  Customer Answer

  Date: 07/18/2024

  Hi BBB,

  Im just making sure to leave this screenshot as this shows that they already made a statement that they have started a process for a refund and if they fail to do so, heres just one more evidence on why I feel so upset and uncomfortable towards Diamond Select Toys.

  Ill be waiting for the refund until next Wednesday. If they fail to do so, then I have alternatives to recover the specific amount of money.

  Im kindly asking you to keep this case open to help me keep the BBB updated on this situation.

  Best regards,

  *****

  Customer Answer

  Date: 07/18/2024

  Dear BBB,

  i have added screenshots of the new response from Diamond Select Toys. Theyre only offering me a parcial refund for the shipping and Im not going to accept that as a settlement, because **** shipping cost is way lower to ***********. Those items wouldnt ever cost $103 to ship to *********** via **** Priority Mail.

  There is the screenshot of the email plus the incomplete refund for shipping. This situation has caused me lots of distress since I was lied from the beginning. Theyre using as a new excuse that there were shipping limitations and that they couldnt send the item via *** Ground. Which limitations? I have received innumerable packages via *** Ground, Second Day Air and Next Day Air.  
  

  A full shipping refund would be the only way to settle this. Not only because theyre still overcharging the cost of **** Priority Mail, plus all of the distress that this have caused.

  If they dont do the full shipping refund, then I will not repeat myself and will go for further procedures that I have already talked about with other parties.

  Best Regards,

  *****

  Business Response

  Date: 07/18/2024

  We are writing in response to your complaint filed with the Better Business Bureau regarding your order #***** with Diamond Select Toys. We sincerely apologize for the inconvenience caused due to the shipping method discrepancy. We understand that you had specifically requested *** Ground for your shipment and were assured of the same. However, due to an error from our warehouse (Explained: *** Ground was not available via "*** Portal"), your order was shipped via **** Priority Mail.

  Upon reviewing the situation, we have taken the following actions:

  We have issued a refund ($81.21) for the difference in cost between the *** Ground and **** Priority Mail shipping methods.

   

  Here are the packing details for your reference:

   **** Priority Mail: $102.17

  *** Ground: $184.57
  

   

   We assure you that this was not intentional, and we are taking steps to ensure such an incident does not occur in the future. We value your business and strive to provide the best service to our customers.

  Thank you for bringing this to our attention. We hope this resolution is satisfactory and look forward to serving you again in the future.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 22000009

  Greetings, as someone that knows the actual cost of **** shipping to *********** (which is totally domestic for The ****) I cannot accept a refund of just this amount.  Diamond Select Toys is overcharging for **** shipping and still staying with a large amount of my money.  This isnt fair and its a big loss of a good amount of money for me, plus all the distress that this has caused me during this days.

  Here is my request for this company to fully refund the shipping cost.  They obviously are ignoring my request and pretending me to conform with this little amount of money.  **** Priority Mail does not cost that large amount to be sent to ***********. Not only they fail to provide the right information, they obviously want to still stay with a larger amount of money.

  This is my last proposition before going further. I will accept and settle this dispute if Diamond Select Toys refunds me an extra $50for the shipping cost, as **** shipping is way cheaper and never wont cost $102 for that little amount of weight to ***********.  I have received and payed for heavier items and it wouldnt ever reach the 3 digits high for that amount of weight.

  I request Diamond Select Toys to refund me an extra $50 to settle this once it for all. Failure to do so will bring thins situation to further procedures.

  Heres an evidence attached of the same response that Diamond Select Toys is giving me here, plus the evidence that **** considers Puerto Rico domestic and it wouldnt ever cost $102 dollars to send this items which weight is very little. This company just want to stay with the extra amount of money and thats totally unacceptable.

   

   

   

   

  Sincerely,

  ***** *****

  
  PS: I am rejecting this response because is basically fraud in a more soften way.  **** shipping to *********** is domestic and it wouldnt ever cost that much for something with such low weight capacity. 
  
  
  
  ***** *****

  Customer Answer

  Date: 07/19/2024

  Greetings,

  Diamond Select Toys knows pretty wel that what they are charging an amount of inflated shipping cost for **** to ***********. Thats one the reason sI didnt choose the method, because after doing some research and actual weight, a package like this does not cost more then $40 to ship via **** Priority Mail using a business account.  Thats obviously the reason that this business probably altered the shipping method, because they want to take extra money with inflated shipping costs. Once again, here is the proof that Puerto Rico counts as domestic shipping for the *****

  Since *** rates were more close to the actual cost, that wasnt a gain for Diamond Select Toys. Another false excuse is that *** wasnt available through the *** portal to *********** Thats not true. Most of the people shipped many of my orders via *** does use the *** portal.

  The Constantly amount of lies is non stop, because this business just want to stay with an extra $60-$70 using an inflated cheaper shipping cost to get the extra money. Thats the obvious reason for sending my order using a shipping method that I didnt used.

   Now theyre pretending that Im going to be alright with this bogus refund which even doesnt reach what we know as a parcial refund and pretending that Ill be doing business with them again. Theres no way that Im going to do business with them again.

  Im already talking about this situation with other parties and this is my last request to ask for a fair extra $50 refund to settle this issue, since **** doesnt cost what theyre charging for. Domestic shipping for the items that *** ordered isnt expensive as that, less when theyre using their **** business account.

  If ********************** refunds me an extra $50 to cover the shipping expense that theyre overcharging to stay with more money, Ill then close this. Thats all I have to say about this distressing situation.

   

  Regards,

  *****

  Customer Answer

  Date: 07/19/2024

  On another important note, what this business adds as the supposed shipping cost arent actual shipping costs. Those are inflated shipping quotes (The **** ones) direct from their website.  Those arent the actual evidence of how much the Priority Mail large flat rate box really costs.  Thats the true evidence that they need to send.  Obviously they dont want to send it, because that will reveal that the shipping couldnt cost more then $40

  Regards,

  *****

• Initial Complaint

  Date:02/15/2023

  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.

  My business purchased a case of the Lord of the Rings Select Series 1 Action Figures back in December 2021 from EE Distribution. We recently discovered a dark circled stain on Legolas jacket when preparing an order for one of our customers. We asked Diamond Select for a replacement and was denied since we didn't purchase the item directly from them. Diamond Select obviously manufactured a defective product that we have purchased for resale. They are refusing to do anything for us. No replacement option, just nothing. The *** rep says to contact the supplier we got the item from, but we are well outside the return window of the supplier. *** should actually warranty products against defects whether we are within the return window of the supplier or not. This is a defective, unopened product, so why would *** not offer any service? We are surprised that a large corporation like Diamond Select would act without integrity when there is obvious fault on your end.

  Business Response

  Date: 02/24/2023

  I'm sorry, this was a mistake on the part of our customer service representative. We do offer replacements for defective items that were not purchased from our store. However, that is an older item that we no longer have in stock. I will check in the home office when a staffer is there again next week (we are not in every day due to Covid) and see if we can locate an out-of-box replacement. I will let you know if we are able to locate one. If not, we can always substitute it with another in-stock figure from that line, if that is acceptable.

  Sincerely,

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

  Marketing Supervisor

  Diamond Select Toys

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

  Customer Answer

  Date: 02/25/2023

   
  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:09/28/2022

  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.

  I cancelled this ****** **** and it was confirmed canceled on 8/24, I am looking at the email confirmation of this also dated 8/24/22.
  I just received a charge and a notification of a new order **** placed TODAY 9/28 for the same item Snake Eyes Gallery Diorama *** XXXXX...that I DID NOT PLACE.
  
  THIS IS AN UNAUTHORIZED CHARGE and FRAUDULENT ORDER. There is no number to contact this business.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 10, 2022/10/14) */
  We do not have a call center; communication is managed through our contact forms. We also assist with Customers request or concerns via social media. We received the request to cancel the Pre-Order shortly before processing our Pre-Orders, we cancelled the Order in our Store.
  
  Unfortunately, our system did not register the change and processed the Customer's Pre-Order in error. Immediately after the Customer brought the error to our attention, we voided the authorization and canceled the Order.
  
  
  Consumer Response /* (2000, 12, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)