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:04/17/2023

  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 the following: Pipedream Extreme Toyz Mega-***** A** - Black/Clear for ******. The item was delivered on 4/4/23. Upon opening the box I noticed that the product box inside the shipping box was damaged and opened. Upon inspection of the product the product was defective and appeared to be used already. Due to the nature of the item this seems like a health concern. I contacted the company as soon as possible on 4/5/23 through email. The company told me that they could not accept a return or refund as that is their policy. They would send out another product if I wanted one. I replied back telling them that I am very unsatisfied with the quality of the product and how it was damaged and the fact that it already looked used and I stressed that I wanted a refund as this is not a normal case and I fill that it is outside the normal realm of their return policy. To date I have not received a response back from the company. I am requesting a refund for just the item in particular and they do not have to refund for the whole order as the items came in another box and were fine.

  Business Response

  Date: 04/17/2023

  HELLO,

   

  Mr. ***************************** placed an order with our store and received all the items he purchased. ******** then sent us a message that one of the items, Pipedream Extreme Toyz Mega-***** A** - Black/Clear seemed to have a defective box and he said the item looked used. We do not resell items or take returns for defective products, instead we replace the item with a new item. 

  We immediately sent ******** a new item: Pipedream Extreme Toyz Mega-***** A** - Black/Clear and have proof of delivery. We have now sent ******** two items with no additional cost. We have taken care of ********, however he just wants his money back. We do not offer refunds, only replacement items for what the customer purchases. We have gone above and beyond for ********. All screen shots show his orders with us and our willingness to send a replacement which was already delivered.

  Thank you,

   

  **********;