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Business Profile

Collectibles

Heroes Hideout

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Collectibles.

Complaints

This profile includes complaints for Heroes Hideout's headquarters and its corporate-owned locations. To view all corporate locations, see

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Heroes Hideout has 2 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/23/2025

      Type:Product Issues
      Status:
      Unanswered
      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 August 12, 2024 I purchased an autographed *** *** ***** ***** *** in the amount of $125.35. 2 days later on August 14, 2024 they came out with a different ***** *** ** *** *** ***** that I wanted instead so I paid the extra $43.20 to get that.
      The original date to get the item was supposed to be September 2024, but this date kept changing due to circumstances with the actor who plays the character.
      Also, during this time Heroes Hideout closed their stores and sold their social medias to another company, ********* **********.
      I got an email from ********* ********** that ***** **** would begin being shipped by the end of January 2025.
      I never received anything and messaged out to ********* ********** looking for a refund. They informed me they have completed their orders and to reach out to Heroes Hideout, at ************************** to see what’s going on.
      I reached out to the email they provided, which didn’t work. Then I was given another email to try, ***********************, I have not heard anything back. Then I found another email from my original order so I reached out, *************************. Still nothing from any of these emails. 

    • Initial Complaint

      Date:11/29/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      June 12th, 2024

      **** ***** autographed pop by **** **** and ***** ********
      Spent $331.75

      Order was never fulfilled and was promised shipping and tracking information recently which was never received.

      Business is now called Xperience Autographs online on Facebook

      Customer Answer

      Date: 12/06/2024

      The consumer notified BBB that the item has been received.

    • Initial Complaint

      Date:05/31/2024

      Type:Product Issues
      Status:
      Unanswered
      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 Pre-ordered items in July. Never received a tracking, learned the Pre-ordered items have been released but was never contacted by Heroes Hideout. Sent several emails with no acknowledgement. Called the business company where the owner advised the items will be shipped. Waited an extra month in May never received tracking, called back and they said the items never shipped. Asked to cancel and refund. They advised they have processed refund. Waited another week, did not receive refund. Called again, they advised they need a managers approval to process refund. Followed up 2 days later, called and asked for refund. Person on phone advised they refunded the amount and will send out notification. Never received refund or notifications. This has gone too ongoing for less than $40. Tired of the games

    • Initial Complaint

      Date:04/19/2024

      Type:Product Issues
      Status:
      Answered
      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 a pre-order with this company on 10/15/22. The item has since been released and I believe even a 2nd run has gone out but I still do not have my item. I have a long email chain going back and firth where they continue to offer platitudes and promises but still no item. They can’t even explain how a pre-ordered item never got me. Now they have stopped responding me entirely and I am sick of it. It’s not a lot of money but it’s the principle at this point. I did place a review of this company with you guys today.

      Business Response

      Date: 05/21/2024

      Response taken by phone:  We have offered a refund multiple time and a refund has been processed.

    • Initial Complaint

      Date:10/30/2023

      Type:Product Issues
      Status:
      Unanswered
      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 pre-ordered multiple meet and greets from Heroes Hideout for the Rochester location. They have since closed that store. I have made multiple attempts to contact them. They told me to email about a refund. I did so and I have been ghosted.

    • Initial Complaint

      Date:09/25/2023

      Type:Delivery Issues
      Status:
      Answered
      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 item for $22.59 through an affiliate link directly to Heroes Hideout (HH) website on 10/15/2022. No delivery or update until March 2023 to say that it was being sent from ***** Warehouse. Contacted Support in April 2023, no significant update except to note *****'s failure to deliver. It is now 9/25/2023 and no delivery, update, or refund from HH in five months.

      The issue seems to be unique to HH as other vendors are selling the same product: ***** Pop! Albums: **** * ********** ****

      Business Response

      Date: 10/24/2023

      Customer has been refunded in full.  There were delays on this product and not every retailer received it.  We were put on backorder by *****.  Customer never asked for a refund or they would been given a full refund.  

       

       

    • Initial Complaint

      Date:04/18/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      In October of 2022, I pre-recorded a ***** ***! Figure (*** **** **** ***** **** ***** ***!), and was told that the orders would be sent out at the end of December 2022. I have yet to receive my order, and I have been getting the runaround from BOTH heroes hideout and ***** (I recently filled a bbb complaint against *****). They seem to keep blaming each other for the delay, and I can't get a straight answer from either company.

    • Initial Complaint

      Date:02/06/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 Transaction: 10/07/2022
      ***** ****** ********* mail in ticket
      Amount Paid $210.00 to Heroshideout
      Still waiting to get item sent back. Company above and ******** ***** owners have issue and holding people items hostage. When asked about it at first Heroshideout claim there is shipping issues. However ******** is stating that Herosidehout have not paid them for the autograph item.

      Business Response

      Date: 03/07/2023

      BBB spoke to the business owner and the following was relayed:

      He has received his item.  When he preordered, it was not in stock yet, as soon as we got it we shipped it out to him.  

      Customer Answer

      Date: 03/07/2023

      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. 



      Regards,


      *** ******








    Heroes Hideout is NOT a BBB Accredited Business.

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