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:06/16/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Official complaint of “Toys N More” in the Livermore, CA Premium Outlets location. Intentionally selling counterfeit products and practicing false advertising. Store owner admits to holding authentic products in a separate location, while fake products are on display at a misleading “sale” price. The store does not have any signage, notice, or text descriptions noting that the product is fake and when directly asked by a customer, the store employee lies and says that it is an authentic product. There are many (20+) reviews and reports listed under the Google Maps listing with the same complaints of false advertising and misleading of the store employees. Even when told directly that they are intentionally keeping inventory and selling counterfeit products, store owner refuses to admit fault and instead says that they will “let the customer know if they ask”, which was already disproven as the authenticity of the product was verified when asked previously, yet it turned out to be fake.

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently purchased a bracelet for approximately $250 expecting quality and durability. Unfortunately, the product cracked after just one use, rendering it unusable. Upon contacting their customer service to request a return or exchange, I was informed that my request was denied because the time frame for return closed. Moreover, this situation raises concerns about the implied warranty of merchantability, which ensures that products sold are fit for their ordinary purpose. The defective nature of the bracelet suggests a breach of this fundamental consumer right, even though it happened after 30 days after purchase

• Initial Complaint

  Date:08/05/2024

  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 placed an order for one item for $969.43 on 6/28/2024 and it was charged to my card immediately. It is now 08/05/2024 and I still have no product. I contacted the delivery company once I saw that my package was being sent and resent to various facilities in various states. The delivery company ***** stated that there was an error on the shipper's part, and until the shipper fixed it and provided a manifest, the package would continue to bounce around to various towns and states, ultimately never being delivered. I contacted the shipper (Simon premium outlets) on 7/12/2024 and requested they reach out to the delivery company to provide the information needed to have my package delivered. They refused and instead insisted that they did everything right. I currently have about 30 exchanges between myself and their "customer service". After weeks on begging and repeating my request, the claim they called *** and confirmed the package was at the correct facility. THIS WAS NEVER THE ISSUE. The package does come to the correct facility, and then it is sent to another and another and another, making its round through my state. I specifically stated multiple times to them (it is documents through email) that they needed to provide a manifest. At this point I have requested in writing three times that they intercept the package and sent it back to the shipper, so I can receive a refund. They also refused to do this and continue to tell me the package is on the way and tell me to wait more time (most recently they told me to wait another 7 days). It has already been over a month of waiting! *** (the shipping company) says this package will never be delivered until the shipper (simon premium outlets) intervenes. Simon Premium outlets is acting like they are not competent enough to do so. So they have my $1,000 and I have NOTHING after three weeks of email exchanges and 37 days after them taking my money.

  Business Response

  Date: 09/05/2024

  
  I hope youre having a great day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback truly means the world to us! Our CEO, *********************, has asked me to reach out to you personally because he really values your input and wants to make sure we address any concerns you might have.
  
  Im really sorry to hear that you faced any inconvenience or disappointment with our service. We always aim to provide the best support possible, and its tough to hear that we didnt meet your expectations this time. Online shopping should be a joy, and I completely understand how frustrating and stressful this situation must have been for you. Please accept my heartfelt apologies!
  
  On a brighter note, Im happy to let you know that your order has been fully refunded! We want you to know that situations like this are rare at ShopSimon, and were eager to show you how we can exceed your expectations in the future.

• Initial Complaint

  Date:06/23/2024

  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.

  My order has been delayed per carrier tracking information, and subsequent confirmation from them that the package is out of their control, and to contact the seller (SPO). For over a week now, their TERRIBLE customer service has done nothing but repeat the same jargon we understand your excitement to receive your order blah blah blah, and they are doing NOTHING about it. They are sounding fraudulent and unprofessional.

  Business Response

  Date: 07/26/2024

  I hope you're having a wonderful day!
  
  I wanted to reach out to thank you for sharing your experience with us. Your feedback is incredibly valuable, and we are grateful for the time you took to provide it. Our CEO, *********************, has asked me to personally respond to you because he truly values your input and wants to make sure any concerns you have are addressed.
  
  I'm sorry if you experienced any inconvenience with our service or your order. Providing top-notch support to our customers is our main focus, and we're disappointed to hear that we didn't meet your expectations.
  
  After checking, I can confirm that your order was successfully delivered on 6/27/2024. Also, a full refund of $649.98 was issued to you on 6/17/2024. If you would like to return the item, please let us know so we can help you with a complimentary return.
  
  We hope that the refund and the receipt of the initially considered lost item have resolved any issues for you. We appreciate your business, time, and patience. We look forward to the opportunity to exceed your expectations in the future.

  Customer Answer

  Date: 07/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ************

• Initial Complaint

  Date:06/08/2024

  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.

  Order #SPO237133838 I purchased a dress through the premium outlets which was sold by a store called Linz Shop. It was a final sale, which I'm aware of but the dress had stains on it and didn't come in normal packaging. I wanted to return the dress but they're not willing to accept it. I want a refund because I didn't purchase something with stains and worn. I believe they're a scam seller and therefore, they're not willing to work with their customers.

  Business Response

  Date: 07/08/2024

  I hope you're doing well! I wanted to reach out and express my gratitude for sharing your experience with us. Your feedback is truly appreciated, and we value the time you took to provide it. Our CEO, *********************, has entrusted me with the task of responding to you. He genuinely appreciates your input and wants to make sure that any concerns you have are addressed.
   
  I want to sincerely apologize if you experienced any inconvenience or disappointment with our service or your order. We always aim to offer top-notch support to our customers, and it's disheartening to hear that we didn't meet your expectations.
   
  I am so sorry to hear that you did not receive your order SPO237133838. To prevent inconveniencing you any further, we have gone ahead and issued a full refund of $56.12 to your original method of payment. Please allow 3-5 business days for this to process and reflect on your bank statement. 
   
  We appreciate your time, patience, and understanding. We hope you will give us another chance to surpass your expectations in the future. 

• Initial Complaint

  Date:08/23/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  SPO39033338 - $203.62 Charged to my CC on 8/12 when shipped- White and black pants - both to arrive on the 17th.I received my black pants on the 17th as promised. I was notified the white pants would be delivered on the 18th. They were not. I began tracking the order. The ticket had been created but seemed to be stuck at a hub. I had seen this before and knew there was likely to be a problem.I called ***** and they told me they had no record of the number. I called customer service on 8/18 or 8/19 to tell them what ***** had told me. The rep said the package had slightly moved and to wait **** days for it to come. If it had not arrived by then they will put in a claim. It seemed to be logical to them I wait an additional weeks to receive my package. I disagreed. In interim I purchased what I needed.On 8/22, I called to cancel this order. I was told I cannot because it was a final sale. I do not believe I should have to pay for a package which was shipped on the 12th for a delivery date of 8/17. Today, 8/23 it still has not arrived.The black pants - final sale. I ordered a 2 & 4 and should have had tickets with larger sizes on them. Both pants were far larger than ordered and misshaped. One pair I could be carrying a baby. Neither of these would be sold on the floor. The reason quite obvious. They would not be sold. Is your business practice to intentionally sell unwearable clothing and **** it final sale?Reputable companies where there might be a product which would not be sold as the regular inventory for some reason is **** it as "AS IS". This alerts the customer to be careful. This is always a final sale.I was sold unwearable merchandise with no "as is" notification. I can't imagine you are a business which is aware of this. This is very deceitful. I know this is not your business model.Thank you,I know this is not your practice.