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:10/12/2022

  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 ordered an inflatable prop for Halloween from Blockbuster Costumes LLC, and the item arrived with multiple holes in it, almost as if it had been done on purpose. I reached out about my issue through both messaging and by phone. Messages have gone unanswered, & I have called multiple times during business hours in order to speak to a representative (an option listed on their website), but no one answers. Additionally, the phone only rings twice before going to voicemail, & it is too full accept new messages. Fortunately, my item did not cost too much, but after further review of MANY other customer experiences much like mine via ******, I feel that this business has no code of conduct or morale, and relies on selling faulty product with non-existent customer service, essentially scamming customers in order to make money. 

  Business Response

  Date: 10/13/2022

  I am sorry, but this is just factually incorrect.  The only communication we have received from this customer was a website submission yesterday that we will respond to today.  I have run searches in the email address we use for website customer service and I am not able to find any prior communications.  I checked with customer service as attached, and they are also not aware of any previous communications.  See email attached.   The notion that someone would intentionally put holes in an inflatable is not credible.  We are shipping over 3000 orders a day, and would not have time for anything like that even if we wanted to.  That is not a discussion we will entertain except to deny it in the strongest sense.  Beyond that, these inflatables are shipped in a sealed clear plastic polybag.  You would instantly see if the outer polybag packaging had been punctured, and there is no mention of that in the complaint. We are asking the customer to just cut the item in half and send us a picture so we can refund them. 

• Initial Complaint

  Date:10/11/2022

  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 had ordered an item from this company through ******. Payment for the product was processed however I have not received the item ordered. I reached out to the company through Amazon and received a message asking me to contact the **** office, neighbors, work addresses, and family members to see if the package was delivered somewhere else. I completed these actions and no one else has received my package. I now want a refund since I have not received the item that I paid for. 

  Business Response

  Date: 10/13/2022

  This is an ****** transaction.  Customer service is required to be provided on ****** and through ******.  We are prevented form contacting the customer outside of ******.  The transaction is governed by the ****** policies in force at the time of purchase.Our staff will ask customers to search for lost packages that are confirmed as delivered by the independent 3rd party carriers.  That is common industry practice.  In particular this package was delivered by the **** to the customer's mailbox.  Most people expect packages to arrive at their door. The postage for this order was purchased through ******.  As such the appropriate ****** policy indicates that ****** provides customer assurance for delivery of the package.  If the package is marked delivered by the carrier but the customer did not receive the package, the customer can request a refund from ****** customer service, and ****** will fund the refund of the order.  That is the contractual agreement provided when we purchase order postage from ****** .Please note the time stamps on these emails.  Customer has initiated a BBB complaint during active communications through ****** messaging system. In the ****** messaging system the customer can also file a claim in ****** if the seller does not respond to them within 48 hours.  We have responded to all of their requests on time.  It is simply not appropriate to file a BBB complaint while that process is still playing out.  It seems like they have filed this complaint to try and expedite and circumvent the ****** processes, but again per ****** policies we are required to adhere to those processes, and again per ****** policies the receipt of the physical package is guaranteed by ******, with claims of non-receipt being refunded and funded by ******.  

  Customer Answer

  Date: 10/14/2022

  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.  Item arrived after complaint was filed. 
  
  Regards, 
  
  ***** *** ******