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Business Profile

Family Entertainment

Trans World Entertainment Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Entertainment.

Complaints

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

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    Customer Complaints Summary

    • 73 total complaints in the last 3 years.
    • 25 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/03/2025

      Type:Sales and Advertising 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.
      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. 

    • Initial Complaint

      Date:12/31/2024

      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.
      Employee was being really weird while I was checking out moving very slow and even forgetting to bag my items. They ended up signing me up for a membership that cost $11.99 a month without my knowledge. I am actually so aggravated, the quality of service was awful and then they sign me up without letting me know, it was done on the other side of the register and the person hardly spoke to me. Give me my money and delete my membership

      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 1 credit 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:12/26/2024

      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.
      I placed an order 11/27/24 for a Christmas gift. The amount was charged to my credit card. It is now past Christmas over 30 days since I placed the order without and shipping updates. I asked for a refund since customer service can’t even tell me when the item will be available but they refuse to provide a refund. They have taken my money and not provided the item or any update on it. I want a refund because I never received the product and it is way too late now.

      Business Response

      Date: 12/27/2024

      To Whom It May Concern: The customer purchased an item which is fulfilled through one of our 3rd party affiliates. The system has shown that the order has been pending fulfillment.since 11/27 and we are unable to cancel orders while they are in the fulfillment process. The order was fulfilled on December 27, 2024 and is shipping under **** tracking number **********************. Once the item is received, the customer is welcome to return the item for a full refund by reaching out to our Customer Service department. Thank you for allowing us to respond to this concern. Sincerely, Erin S****** Director - Store Operations

      Customer Answer

      Date: 12/27/2024

      I have reviewed the response made by the business in reference to complaint ID ********, I received notice that the item has shipped with a tracking number. Assuming that I receive this item in a timely fashion, then I will accept that this resolution is satisfactory. 

      Regards, 

      ***** **********

    • Initial Complaint

      Date:12/13/2024

      Type:Customer Service 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.
      In January of 2024 I went into the FYE store at ******* **** in Syracuse NY and made a couple small purchases. When I went to check out the store employee asked me if I wanted to sign up for a free rewards card. I agreed and then signed for my purchases and they handed me a plastic card. Fast forward to December of 2024 when FYE sent me a letter asking me if I wanted to renew my membership. Only then did I realize I was being charged for this card at the rate of 11.99 a month. At no point was I told there was a charge for this membership when I signed up. I called FYE but and they cancelled the membership but refused to refund the charges. At no point was it explained there is a charge for this card, and I was tricked and lied to to sign up for it.

      Business Response

      Date: 12/19/2024



      To Whom It May Concern:
      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 purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  
      We have confirmed the cancellation as of 12/13/2024 with a refund issued on the same day. There will be no further charges for the membership due to the cancellation. 
      Thank you for allowing us to respond to this concern.

      Business Response

      Date: 12/20/2024

      The remaining $131.89 will be processed within 7 business days as separate $11.99 credits, which will be reflected on the next 1-2 billing statements

      Customer Answer

      Date: 12/20/2024

      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:11/20/2024

      Type:Service or Repair 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.
      The original transaction date was back in July of this year. I had gone to FYE to purchase several items. The cashier said they had a coupon and asked for my email address. I didn't think much of it, and provided my email. Fast forward now to November and I noticed that over the past few months they were removing $11.99 for each month as a subscription based service directly from my bank from the card I had used for the transaction. I contacted the phone number for the transaction and asked about correcting the issue and the operator was trying to lower the price, offer coupons, and redirected several times when I asked about refunds. The operator claims there are no refunds for this and that I have to "cancel by phone if I didn't want the service". I explained that I didn't sign up for a service, and they still refused to provide any refunds or any remedy. At this time, My bank is closed, and I'll have to see about getting with my bank to see what can be done, however a simple google search shows that this type of behavior is repeated over and over again. At what point does this become a scam, or predatory business practice? I'm genuinely curious... As for a remedy? I can't fathom how a business runs with these kinds of practices and ethics. I am hopeful, however doubtful my bank will be able to recover the funds, seeing as these tranactions are several months old.

      Business Response

      Date: 11/22/2024

      Tell us why here...11/22/2024

      Better Business Bureau
      100 Bryant Woods South
      Amherst, NY 14228

      Re:  ****** *********
      Complaint #:  ********

      To Whom It May Concern:

      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 purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  

      We have confirmed the cancellation as of 11/21/2024 with the cancellation number being **********. A refund of 4 months has been issued as of 11/21/2024. There will be no further charges for the membership due to the cancellation. 

      Thank you for allowing us to respond to this concern.


      Sincerely,


      Erin S******
      Director - Store Operations
      2428392 INC. dba FYE
      38 Corporate Circle
      Albany, NY 12203
      Phone: ###-###-####
      Fax: ###-###-####
      www.fye.com

      Customer Answer

      Date: 11/22/2024

      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:11/20/2024

      Type:Customer Service 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.
      I was scammed from FYE. I went there with my son to buy a gift, the cashier asked if I wanted to sign up for rewards, I said yes, I asked if there is a fee. He said it is FREE. He had me pick magazines, I said how is this free, he again told me it is free. I realized today I been getting charged $11.99 a month from FYE. I did not even authorize a card for them to use, nothing signed. I am so shocked by this. I looked online, tons of complaints that this happened to other people. I called and cancelled my membership. I complained to a worker, they said oh we have all new staff now so it was not us. Insane! I will never shop here again. I have screen shot all transactions out of my account.

      Business Response

      Date: 11/22/2024

      11/22/2024

      Better Business Bureau
      100 Bryant Woods South
      Amherst, NY 14228

      Re:  ******* *******
      Complaint #:  ********

      To Whom It May Concern:

      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 purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  

      We have confirmed the cancellation as of 11/20/2024 with the cancellation number being **********. A refund of 9 months has been issued as of 11/21/2024. There will be no further charges for the membership due to the cancellation. 

      We were unable to process the orders for Cosmopolitan, National Geographic Magazine / National Geographic Kids and Rolling Stone because the credit card details were missing.  

      Thank you for allowing us to respond to this concern.


      Sincerely,


      Erin S******
      Director - Store Operations
      2428392 INC. dba FYE
      38 Corporate Circle
      Albany, NY 12203
      Phone: (**** ******** *****
      Fax: (**** ********
      www.fye.com

      Customer Answer

      Date: 12/09/2024

      Thank you I just saw this and I did received funds. Thank you for so quickly resolving this matter. 

    • Initial Complaint

      Date:11/07/2024

      Type:Sales and Advertising 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.
      first forgive me for my bad grammar. So in January 2024 I called to cancel my subscription. The person on the phone said OK it is canceled so I hung up and months later in late September. I go on ****** ***** and I see that I’ve been paying for this subscription this entire time I contacted them via email let them know exactly what happened and nobody has answered me.

      All I get is an automated response and when I explain to them with further details, I get the same exact automated email back, I have not received any help and as a customer, how do I know that this time of the phone call will be reliable how do I know that the person behind the phone will actually do their job this time how would I know that this time I will actually be getting the help I need, when all I have been getting is a run around or a different response that has nothing to do with anything I said.

      I’ve been doing it via email so I could have proof that I have been trying to contact them and due to my job I also don't have time to make the phone calls. I’ve been trying to get them to help me but they still have not helped me. It is November now it’s been an entire month and I still have not received anything. I have sent multiple emails which I will put down the dates and everything below.

      1st email Sep 30 I sent 2 that day

      fye reply oct 1

      2nd email oct 29, it took me a while to respond because I was hopeful that they would be able to help me.

      fye nov 6

      3rd email nov 5

      fye no reply

      member number: ********  barcode: ************  in my bank statements my fye membership was refunded for ONLY September. I want all my other months refunded

      January 11.99
      feb 11.99
      mar 11.99
      apr 11.99
      may 11.99
      jun 11.99
      jul. 11.99
      aug. 11.99


      11.99 x 8 = 95.92

      I truly hope I can get my money back before I try to get my bank involved.

      Business Response

      Date: 11/08/2024

      To Whom It May Concern: 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 purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of September 15, 2024. The customer will receive a refund of $95.92 within 7 business days, which will be reflected on 1-2 billing statements. There will be no further charges for the membership due to the cancellation.  Thank you for allowing us to respond to this concern. Sincerely,Erin S****** Director - Store Operations ******* INC. dba FYE ** ********* ************* ** *****Phone: ***** ******** ***** Fax: ***** *******************

    • Initial Complaint

      Date:09/23/2024

      Type:Sales and Advertising 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.
      On September 21, 2024 at 1:58pm, I went into FYE to purchase a physical item for $2.62 pre-tax. When I got to the register, a male cashier (no name, but ID on receipt for cashier says ******) said they would provide a 10% discount. I thanked them; they asked for my email, which I assumed was to search up my (free) FYE account, and I provided it. He then said he needed my ID, which I was confused about but handed over to him without asking. He then handed me a VIP card and told me that it was free until I downloaded the app and I would get an email within 30 minutes that would allow me to cancel this. He then also said I got a magazine subscription with this, and asked me to pick 3. I was already upset, so I asked for no magazines; he then signed me up for 3. He then told me to sign on a card reader, which I unfortunately did not take the time to read as I am harder of vision. When he handed me the receipt, I realized that not only did I sign off to auto-renewing monthly for a VIP subscription I was not asked for, but that he signed me on auto-renewal to a magazine subscription separately-and both would be charged within a month. I also never got an email, and when I tried to log into my account per the card details, it told me to call a number-which says it has no details on my account. I had to cancel my credit card because of this transaction, and was lied to explicitly in his words about both subscriptions. I know the store and the cashier may not be able to assist me now with cancelling this, but I want the company to track my account and cancel all subscriptions, delete my data from their systems, and ideally not sell any of my data to any additional third parties (provided that there is a way to do this, as I did foolishly sign off on this though I was also pressured to sign as the cashier was distracting me from reading).

      Business Response

      Date: 09/23/2024

      Could you please let us know which location you shopped in so we can follow up with the store's district manager on training? Thank you! 

      Customer Answer

      Date: 09/23/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and it appears I need to inform the company of where this occurred (there wasn't an option to add comments, simply accept and close or reject). This incident occurred at the Waterford, CT location at ******* ****, and the address specifically is *** ******** ******** ***** *** ********** ** ****** For reference, the company's response back is as follows below:  Could you please let us know which location you shopped in so we can follow up with the store's district manager on training? Thank you!  
      Regards,

      ****** ******

      Business Response

      Date: 09/26/2024

      To Whom It May Concern: 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 purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 09/23/2024 with the cancellation number being **********. There will be no charges for the membership due to the cancellation.  We can also confirm that we located the orders for ****, ****** and ******* ***** and it was previously canceled on September 23, 2024. Please note that the customer has not been charged and the publisher may send them an additional 1-2 issues, which they may keep with our compliments. Thank you for allowing us to respond to this concern. Sincerely, Erin S****** Director - Store Operations ******* **** *** ***** ********* ******Albany, NY 12203Phone: ***** ******** *****Fax: ***** *******************

    • Initial Complaint

      Date:09/16/2024

      Type:Sales and Advertising 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 had gone to the store to purchase a record for my little girls birthday on May 10, 2024. The lady that checked me out had told me I could get 15/20% (can’t remember which) if I signed up for the FYE backstage pass VIP customer. Said I could cancel it after 3 days if I wanted and wouldn’t be charged for it. Ended up returning the record later that day because I had found it on Amazon for more than half of what FYE had charged me. I called them and canceled the membership 3 days later. They said it was canceled and then I realized last week that they’ve still been taking the money out of my account this entire time. Even put my checking account into the negative doing so.

      Business Response

      Date: 09/18/2024

      To Whom It May Concern: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 purchased.  There is a phone number within the pamphlet that allows them to cancel via phone.  We have confirmed the cancellation as of September 13, 2024 with the cancellation number being **********.  Ms. **** will receive 4 credit(s) of $11.99, which will be processed today and reflected on her next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation. Thank you for allowing us to respond to this concern.

    • Initial Complaint

      Date:08/13/2024

      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 went to an FYE store in the auburn mall on my birthday with my kids. I have never shopped there before, and my daughter found some ear pods she liked. I went to purchase and the person at the register was not very cordial, asking for my FYE card. I told her no I do not have one. She then just showed me a post card of magazines and asked which one I wanted. I said “no thank you I don’t read magazines” she then said okay would you like our free reward card to earn points (like every store has) and I said okay sure. She said “give me your license it will make me easier to fill out for you” so I did. I then noticed I had a charge of $11.99 a couple days later and I was confused. It then came again the next month so I called and the woman named “Rainbow” helped me and I told her I was furious that she signed me
      Up without my consent and I wanted a refund immediately as I do not even shop there it was a one time thing. She said it was non refundable and I was like no way this is not fair at all I never authorized this. I only spent $29 in the store once in my life why would I need a monthly subscription for $12?!!! She said okay she will refund me. A week later there was a refund for only one charge of $11.99. She didn’t refund the first charge. I really don’t have time to be on the phone for 30-60 minutes again because of this! I am so upset.

      Business Response

      Date: 08/21/2024


      To Whom It May Concern:
      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 purchased.
      There is a phone number within the pamphlet that allows them to cancel via phone.
      We have confirmed the cancellation as of July 1, 2024 with the cancellation number being
      **********. Refund of 2 months was processed. There will be no further charges for the
      membership due to the cancellation.
      Thank you for allowing us to respond to this concern.
      Sincerely,
      Erin S******
      Director - Store Operations

    Trans World Entertainment Corporation is NOT a BBB Accredited Business.

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