Complaints

This profile includes complaints for Trans World Entertainment Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Trans World Entertainment Corporation

  38 Corporate Cir Albany, NY 12203

• 

  FYE-For Your Entertainment

  4403 Black Horse Pike Ste. 128 Mays Landing, NJ 08330

• 

  FYE-For Your Entertainment

  Fye #134B Newport Center Mall Hoboken, NJ 07310

• 

  FYE-For Your Entertainment

  2000 Route 38 Cherry Hill, NJ 08002

• 

  FYE-For Your Entertainment

  469 River Rd Ste C1 Edgewater, NJ 07020

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:06/06/2025

  Type:Sales and Advertising 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 visited FYE in the Portage, MI mall on om 11/29/24 and while checking out was unknowingly signed up for a membership I never agreed to and said no to in the past. They said their reasoning was a 10% discount but I was never informed of any membership sign up or future payments required for any of this. I only just found out about these while checking my bank account because I unfortunately was not looking as thoroughly at my account at I should. It was extremely difficult to find a way to contact them and cancel this membership as I had also never received any confirmation or account numbers to be able to work with or any way to find out how to contact them. I had to search for 30 minutes to figure out how to contact them about this and found it on reddit where tons of other people have had the same issue. This seems like super fraudulent practice to be signing people up for memberships unknowingly

  Business Response

  Date: 06/18/2025

  At the time of purchase a customer paying with a credit card is offered our membership program. There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 6/10/2025 with the cancellation number being **********. A full refund of 6 credits of $11.99 has been issued as of 6/10/2025. There will be no further charges for the membership due to the cancellation.  

• Initial Complaint

  Date:05/20/2025

  Type:Sales and Advertising 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 just wanted to buy a couple of shorts and a member at FYE started signing me up for a premium membership that I didn’t even ask for without my concern and without disclosure and stored my credit card to charge monthly for a "Backstage Pass" membership. He tried to tell me it was “free” as long as I downloaded an app.
  
  Pretty upset they are telling their employees to add this on customer’s bills without even asking permission or if they want it.
  
  He took all my personal information without telling me what it is for.
  
  The business will say there was a flyer or similar (according to responses on similar complaints) but the bottom line is the cashier specifically told me it is free, deceptively withholding that it is a "free trial" and I would later be charged. This is an unacceptable business practice.

  Business Response

  Date: 05/21/2025

  At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   Unfortunately, we are unable to locate the customer’s account with the information provided. If the account is set up under a different name, address, email, or phone number, please submit that so we can look into this further.  If you were not provided with the pamphlet, please let us know the store location where you had this experience, we can forward your concerns to their District Manager for training follow up. Thank you for allowing us to respond to this concern. 

• Initial Complaint

  Date:02/26/2025

  Type:Delivery 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 placed 2 orders with your company on 02/08/2025. The first order I received without any issue, the
  second order Order #***** Confirmed Feb 8. I never received. When I contacted customer service on 02/21/2025 after giving ample
  time for any items that may have been not in stock or any warehouse issues, or even shipping delays, I
  was told that your company had emailed me regarding if it was me that placed the order. Now I had never
  received such an email or any other correspondence in my spam, junk or regular email as I was watching
  for the email just like the one I got with the first order. I was then told that they would push the order
  through and I would get an email for shipping once it was sent out. I never received an email yet again, I
  woke today on 2/26/2025 5 days later to another email asking if I made the purchase. Which is crazy to
  me as I already went through all that when I reached out the first time. I have asked many times for
  someone at your company in any type of leadership or manager or someone at all call me and no one has
  I just keep getting told I will push it through and you will get an email. In total between the 2 orders I spent
  $439.91 and the order that I am still waiting on and being jerked around on was $259.42. I feel like your
  company has stolen my money and is not producing the products I have ordered and is brushing me off
  without concern. I demand to receive my order immediately and I will go back to a company I can trust to
  spend my money.

  Business Response

  Date: 02/26/2025

  To Whom It May Concern: After reviewing the documentation provided, a technical error occurred during the order processing from the ticket submitted by the customer on 2/21, causing the delay in fulfillment, and the second email asking to confirm the order on 2/26. We can also confirm that an email was sent to the customer on 2/10/25, which was not responded to. I can confirm that the order was released for fulfillment today after the customer responded to the email sent this morning and they should receive the shipment confirmation email within the next day or two.  Thank you for allowing us to respond to this concern. Sincerely, Erin S****** Director - Store Operations ******* **** *** ***
  ** ********* ******
  ******* ** *****Phone: ***** ******** *****Fax: ***** *******************

  Customer Answer

  Date: 02/26/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have already heard this on 2/21/2025 the first time I wrote an email to the company and received the same answer, then again today received another email about confirming the order I had already confirmed. Had they looked through the attachments I added to the complaint they would have seen that. I want a date my very old order will be delivered as well as accurate tracking information showing that the order has been sent. I will not be satisfied until that occurs as I have heard the lies before.  
  
  Regards, 
  
  ****** ******

  Business Response

  Date: 02/28/2025

  The order was fulfilled February 28, 2025 and will ship today. ***** tracking number: ************. Thank you.

  Customer Answer

  Date: 02/28/2025

  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:02/25/2025

  Type:Sales and Advertising 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.

  FYE signed me up for a premium membership without disclosure and stored my credit card to charge monthly for a "Backstage Pass" membership without my consent. The business will say there was a flyer or similar (according to responses on similar complaints) but the bottom line is the cashier specifically told me it is free, deceptively withholding that it is a "free trial" and I would later be charged. This is an unacceptable business practice.

  Business Response

  Date: 02/26/2025

  At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 2/25/2025 with the cancellation number being **********. We will issue 2 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the  billing cycle. There will be no further charges for the membership due to the cancellation. 

  Customer Answer

  Date: 02/26/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided they stop doing this scam 
  
  Regards, 
  
  ***** ********

• Initial Complaint

  Date:02/19/2025

  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.

  I was told that I was getting a regular discount in the store and was never informed that they would be stealing your card information for a subscription. I was charged $11.99 three times after giving my email. Never once authorized a reoccurring charge. Card theft is no joke.

  Business Response

  Date: 02/21/2025

  At the time of purchase a customer paying with a credit card is offered our membership program. There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase.  There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 2/19/2025 with the cancellation number being **********.  We will issue 3 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation.  

• Initial Complaint

  Date:02/18/2025

  Type:Order 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.

  November 12, 2024 I spent 48.14, The employee had told me if I signed up for the rewards program but I would get 10% off and then he asked for my email. I gave him my email and he signed me up. I didn’t see until January charged me 11.99 on dec,20th , and Jan 23rd 2025. I sent them an email that I would like to cancel my subscription because I didn’t know it was a subscription and they had never gotten back to me. I now cannot find that email anywhere it’s not even in my drafts. Then I go on my bank account today feb 18th 2025,They should not have been able to charge me without my consent so I don’t understand why they never asked me if I wanted to sign up for a monthly subscription. They asked if I wanted 10% off and For the past three months, they have taken money out of my account without my consent, leaving me with nothing to my account because I am barely surviving, I’ve asked for a refund twice again they did it without my consent. They shouldn’t be allowed to steal money out of peoples pockets like that. They have taken $35.97 from me the past three months. I have also read online that this happens very frequently, Because they don’t tell you in the store, they just tell it it’s gonna be 10% off. It doesn’t say anything on the flyer that they give you you don’t know until you check your bank statements a month later and This has happened To a lot of people I had to look up how to cancel my subscription that is not right I was looking up that hundreds of people having the same exact problem as me they’re not asking for consent to take money out of your account every month they’re stealing.

  Business Response

  Date: 02/21/2025

  At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 2/18/2025  with the cancellation number being **********. We will issue 3 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation.  

• Initial Complaint

  Date:02/04/2025

  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.

  My teen received a gift card from FYE for Christmas 2024 and it was purchased at this particular store. It was indicated that purchases could be made online. Please see attached picture showing that purchasing online is inferred on an FYE gift card.
  
  When my team went to utilize this card at the FYE website, they were unable to. There was no option to utilize the gift card. When we reached out to FYE these were the responses we received. First response was in regards to our inquiry about why the gift cards are not being accepted
  1. "Thank you for reaching out. Unfortunately, we are not currently taking gift cards online at FYE.com. We updated our website recently and are still in the process of integrating the gift cards at this time. FYE gift cards should be able to be applied to purchases made at any of our physical store locations. If you would like us to check on any gift card balances, please send over the gift cards ID number or an image of the gift card."
  This is in response to sending screenshots of the store locator indicating the closest store is over 3 hours away
  2. "We have not been able to accept gift cards online for some time now. Unfortunately I do not have a time frame for when we will be able to accept them again. I apologize for the inconvenience."
  
  The answers are inconsistent in regards to using the terms "recently" and "for some time now." None of this information was made available when the gift card was purchased and as stated the gift card says it can be utilized on the website. These practices are misleading, dishonest, and unfair to consumers.
  
  As a resolution I would like the $30 gift card reimbursed by check or direct deposit. In exchange, FYE can zero out and deactivate the original gift card. This seems like the fairest resolution to the deceitful way they are distributing gift cards

  Business Response

  Date: 02/13/2025

  We have confirmed the removal of funds from gift card ending in ***** as of 2/13/2025. A refund check of $30.00 has been issued on 2/13/2025 and will be mailed within the next 3-5 business days.  

• Initial Complaint

  Date:01/29/2025

  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.

  F.Y.E. signed me up for a premium subscription without my consent. They lied to me about the "free" rewards program, as they framed it as a standard "spend money; earn money off" rewards program much like *** *****. Customer service was trying to get me to stay subscribed when I made it explicitly clear I wanted to cancel. They said they went ahead and cancelled, but then said something about "telling them the confirmation code to verify that I cancelled it". I had to ask for the confirmation code since they said they wouldn't send e-mails with it to customers. I have reason to believe they did absolutely nothing when I explicitly requested to cancel, so much so that I don't entirely trust the e-mails supposedly "confirming cancellation", and I'd want BBB to look into this issue, as most reviews online involve customers falling into this subscription scam under the pretense of "free rewards". My debit card was used to sign me up without consent and by means of fraud.
  
  I was charged $11.99 for a subscription I never activated for a service I'll never use, and the company is making it a nightmare to cancel. I've even heard instances of them charging for the subscription after other customers cancelled. It's so bad that many people have had to get new debit cards to prevent this fraudulent theft of their funds.

  Business Response

  Date: 01/31/2025

  At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 1/28/25 with the cancellation number being **********.We will issue 2 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation. 

  Customer Answer

  Date: 01/31/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was only charged once based on my checking account. It sounds like I won the dispute when I called ****, so they do not need to provide a 2nd $11.99 credit. 
  
  Regards, 
  
  Nathan Lewis

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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.

  FYE is a very frustrating company. I was asked to provide an email at checkout, and when I asked for what, the employee told me it was a FREE sign up and that I WOULD NOT BE CHARGED unless I wanted to sign up. I provided my email, ************************ and occasionally shopped after that. Since May of 2023, I have been charged $11.99 without emailed confirmation or any notice that I was signed up for a VIP Backstage Pass that would charge my account every month. I was NOT aware of this and I DO NOT want to pay this subscription. They provide a customer service phone number to cancel, and when I called it, the worker tried to continuously convince me to cancel the card and still be charged. When I persistently said not, he continued offering me upgrades for free and special offers, to which I kept refusing and saying no. He finally said that my account would not be charged anymore, and I was then given a cancelation code. When I asked what I need it for, since I was told it was already canceled, he HUNG UP on me. I was then charged again the next month for the same amount of $11.99. I emailed the customer service they provided as well, demanding that I not be charged for it anymore, and got an automated message that I would be emailed back in 3 business days. I have not received an email back. This business makes it extremely hard to cancel and deliberately deceives their customers into signing up in order for them to make money and keep making money. Since I unknowingly singed up, I have been charged $227.81 without any notice or confirmation. All I want is to STOP BEING CHARGED and spread information that this business is a scam.

  Business Response

  Date: 01/27/2025

  At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 01/27/2025 with the cancellation number being **********. 21 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation.  

  Customer Answer

  Date: 01/27/2025

  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:01/03/2025

  Type:Sales and Advertising 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.

  FYE signed me up for an $11.99 subscription without my knowledge. I've requested they reimburse me the charges (4 months) that were charged to my debit card. What is more concerning is the fact that I declined this subscription, but I was still signed up for the charges.

  Business Response

  Date: 01/15/2025

  At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 1/7/2025 with the cancellation number being **********.  We will issue 4 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the  billing cycle. There will be no further charges for the membership due to the cancellation.