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:12/06/2023

  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.

  On December 3, 2023 I placed an order online at hesstoytruck.com. I ordered two 2023 Police Truck and Cruisers. When you go to hesstoytruck.com, the page that comes up shows the Police Truck and Cruiser and gives you an option for how many you want to order. I ordered two on that first page. I received a confirmation in my email and assumed everything was ok. I never read the whole confirmation that listed on the bottom of the page that two "plush toys" were ordered. There was not even an option to select a plush toy on the first page of their website. If I had noticed that I would have contacted them immediately.On December 5, 2023 I received an email that my order was shipped. When I read the email, that is when I noticed that the order was for two "plush tugboats". I immediately contacted **** at their customer service number. The first person I spoke to said that there was nothing she could do.So I emailed the help line and explained the problem. I received another email stating the same thing, that I made the mistake and I could return the items, but there will be a $9.95 restocking fee per item. So once again I called and spoke to someone else in customer service who escalated my issue to a supervisor. I then received another email stating the same thing. That is was my mistake and that I can return the items but with a $9.95 restocking fee per item.This is frustrating and unacceptable. All I am asking for is to return the items at no cost to me. **** has no customer service and will not waive the fee. They are insisting that I made the mistake in my order, which I can guarantee I did not. All I am looking for is for them to waive the restocking fee. I find this highly unprofessional and terrible customer service.I would appreciate any assistance you can give me in the matter. Thank you.

  Business Response

  Date: 12/08/2023

  Hess Corporation d/b/a Hess Toy Truck completely disputes the false claims made by **********************  The attached document shows the full checkout and communication process associated with purchases on our website www.HessToyTruck.com.  **** makes it super easy and ******* clear to customers what they are buying. 

  We use every opportunity to show customers what the product is, describe the product in detail down to the dimensions and features, and show the product images and description in the cart and checkout process.  We provide easy opportunity to edit the cart, removing to adjusting items as the customer wishes.  We then go an extra step during checkout to show the products in the cart and remind customers that they must verify the product and shipping info is correct.  In fact, every customer MUST check a box confirming that the product and shipping address is what they want and that they accept there are fees associated with their inaccuracies.  Further, customers are told they have 2 hours to cancel their orders. This is reiterated immediately upon the completion of the order both on the website and again via the Order Confirmation email.  In this case ************** clearly paid no attention to the items she was buying (which were drastically cheaper than the items she claims she wanted) and ignored every opportunity to correct her mistake.  The reality is customers own responsibility when they cause companies to incur unnecessary costs - which in this case are the shipping of the product both ways plus the inability to resell the item which has since sold out.  We require customers to pay the $9.95 per item fee in the form of a deduction from their refund due in an attempt to recoup some (not nearly all) of those costs. 

  We have a 60 year history of being a reputable company and go above and beyond other retailers to be clear about our policies and make it easy for customers to help themselves. In this case, ************** simply neglected to act in a responsible manner. She ordered the wrong item and failed to take the actions that could have corrected it.

   

• Initial Complaint

  Date:12/15/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 **** truck with 2 drag cars on November 28th . This order sits in locations even in ********** ** 20 mins from me . Everyday it says it in transit but the next day it says the same thing but the date change goes up a day everyday . Im going to my bank Truist to file a fraud complaint.

• Initial Complaint

  Date:10/17/2022

  Type:Billing 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.

  This company charged my credit card $499 and I never ordered anything

  Business Response

  Date: 11/01/2022

  **** disputes the claim made by the individual. We have no record of any orders, charges or attempted charges by this individual. If they believe there was an unapproved charge the proper process is for them to file such claim with their credit card company.