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Business Profile

Games

Little Shop of Magic LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/23/2023

    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.
    Purchased ****** lorcana Decks as a pre order in addition to regular purchases and joining a paid league, the items were pre order due to the demand of the product, when called to today to inform the staff that we wouldn't be able to make the separate event the staff claimed we also forfeited our preorder and refused refund/ and the products purchased. at the time of purchase there was not notice that our Decks were linked to the event or paperwork stating that. I just want the refund for the purchased products that the store refuses to provide. two ****** lorcana decks at $16.99 each

    Business Response

    Date: 11/04/2023

    The purchase in question took place on 09/03/2023. Included on the purchase were two $30 tickets to our ****** Lorcana League. The tickets purchased were our deluxe League Entry tickets, which are duel part tickets allowing players to select a preferred starter and the League Day they want to participate in. The two parts are listed separately on the receipt (much like ordering a meal and having the included side dishes show up on their own receipt lines), this helps keep our event team organized and remind players of the selections they made. The receipt in question lists the purchased items as: OP LRC League Entry Si, OP LRC League Entry Al, OP LRC League Ses 8, and OP LRC League Ses 8. OP is our abbreviation for Organized Play and is how we indicate event tickets in our system. LRC is our abbreviation for ****** Lorcana TCG. Session 8 was scheduled for 10/07/2023. Paper receipts are available with every purchase; and account holders, like this shopper, can ask for a reprint of any of their past purchases from any cashier. Many customers opt not to take a paper receipt, that is their prerogative. A scan of the relevant receipt is included here, the top four lines are the ones in question. There are some additional hobby supplies and boosters that were purchased at the same time as these tickets, these items were taken by the shopper at that time and were not held by the store for pick up later.

    Event tickets are eligible for changes, cancellations, and/or refunds up to 48 hours prior to the start of their event. The request for this refund came in close to 2 hours after the start of the event, so not eligible for a refund. Even if the purchase had been for items instead of event tickets, this purchase was outside of our regular 30-Day return window as well.

    Here is our public calendar entry for the event: ********************************************************************************************************. It does say that "Players must be present at League Day to claim their deck and/or prizes."

    ***

    We did not take any pre-orders for any of the ****** Lorcana TCG products. While we did have requests lists for the items, we do not charge a fee for anyone to add their name to a request list. We are also very clear that with the ****** Lorcana TCG placing a request with us does not guarantee any specific items for anyone. This customer did not add their names to any of our in-store requests lists for ****** Lorcana TCG items.

    ***

    This customer opted not to use their League Entry Tickets, and they are not due a refund for missing their selected session. They can not pick up the freebies included with the ticket, as those are included as part of the play incentive. These incentives are not items purchased separately from the League Tickets.

    Business Response

    Date: 11/04/2023

    We had extensive staff training on how to explain our ****** Lorcana TCG requests lists. We had several public announcements about it. You can see some relevant articles on our website here: *****************************************************************************. While the top announcement is about Rise of the Floodborn (set two for the ****** Lorcana TCG), it uses the same sort of language that was used for the The First Chapter (set one for the ****** Lorcana TCG). We overrode the announcements the first announcements with the second set, so do not have them separately viewable.We clearly state that we are not taking pre-orders and that we are not guaranteeing any items for anyone.

    ***** shopped with us several times between the purchase in question (9/3/2023) and when they called to request a refund on their event tickets (10/07/2023). They were knowledgeable of the ways were running sales and requests for ****** Lorcana TCG items. These are much sought after items with extremely limited supply. When purchasing these event tickets, they pushed out their selected session to the very last one. The event tickets they purchased sold out on 9/6/2023. Which means that for a month, ************** blocked out numerous people from being able to get these tickets and be able to participate in the game.

    Our event tickets are eligible for cancellation and refunds up to 48 Hours prior to the start of the event. Afterwards, refunds are at the sole discretion of the Little Shop of Magic. When events are sold out and in such high demand, we are unlikely to issue refunds for last minute cancellations. This customer called approximately a third of the way through the event to request a refund. They could have opted to join for the remainder of the event, and would have been able to claim the decks included with their entry fees. This type of event does not require that players are present for the full duration of the scheduled time. The reason given for missing the event was that they "lost track of time". We do not feel like this reason warrants refunding tickets for a long sold out event. We can provide a recording of the phone call where the customer requested the refund, if requested. It is not of the correct format and too large a file to attach to this form. Also, in the call, the customer clearly knew they had purchased event tickets and not items. Until they were told they were not eligible for a refund, then their query changed.

    These tickets are 2 part, because we allowed players to selected a preferred starting deck and the weekend they wanted to play. Much like if you order a meal at a restaurant and the ticket lists how the diner wants their steak cooked and what sides they selected are on different lines. It is still all just all one thing they purchased.

    The starter decks which ***** is referencing in their complaint are freebies included with their event ticket. It would be like if your concert ticket includes a free drink. If you miss the show, you can't roll up to the stadium later and just have a drink because it was included with the ticket you didn't use.

    ***** would have had to ignore or purposely misconstrued multiple sets of information to believe they had pre-ordered and pre-paid for items in the manner he has described.

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