Business Profile

Online Retailer

Horror Merch

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

Customer Complaints Summary

118 total complaints in the last 3 years.
37 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.

Initial Complaint
Date:05/19/2025
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.
******** Order number. $24 on a shirt Ive never received or gotten an update on. This was one of my favorite gifts to my wife and I wish I wouldve received it. Id like to get a refund for the shirt never received within the up to 24 business days as listed on the website. The help desk quote literally ghosted me after I asked about the other items in my shipment. This has been an absolutely disappointing experience as I wouldve spent so much more on this site.
Business Response
Date: 05/27/2025
all items were delivered within 60 days of purchase
**************************************************************************************
Your item was delivered at the front door or porch at 2:37 pm on April 18, 2025 in ********, ** 30268.
**********************************************************************************
Your item was delivered in or at the mailbox at 3:56 pm on May 27, 2025 in ********, ** 30268.
Initial Complaint
Date:03/31/2025
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.
Placed order for 2 items on 8/23/24, received 1 item from order but have yet to receive other item. Tried reaching out via email but have gotten no response about said matter.
Customer Answer
Date: 04/01/2025
Attached is screenshot of the the 1 item which was delivered and the other item that I has not arrived as of 04/01/2025. The item in question still says "arriving soon", which it has said since September 8 2024
Which is well beyond the 12 to 24 days their own policy states it could take. I've attached that screenshot as well. Thank you for your help.
Business Response
Date: 04/02/2025
As we have previously responded to the customer - we will be processing their refund shortly within the next batch awaiting refunds.
Customer Answer
Date: 04/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

****** ****
Initial Complaint
Date:03/09/2025
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 made 2 online purchases with Horrormerch.com. One on June 4th, and the other on August 29th. Both items were on back order at the time of purchase. I have not received any updates in the long time since placing the orders. Their website gives me no way to reach out to them, except an automated helpdesk. I've tried this helpdesk multiple times, but only receive a stock reply. Nothing that pertains to my actual orders. Simply policy being repeated. I believe that I have been quite patient waiting 6 and 8 months respectively for these orders to ship. Its pretty obvious that these items are not returning to stock. The more expensive item is no longer on the website.
Business Response
Date: 03/20/2025
One item was delivered with tracking link
USPS tracking number
9400111206219443130029
Delivered on
Wednesday, August 21, 2024
The remainder are currently in que for refund and further updates will be sent when they are refunded.
Customer Answer
Date: 03/20/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23041123

I am rejecting this response because: Horror Merch has only responded with the one order that I did receive. The two orders in question have not been addressed.

Regards,

*** ******
Customer Answer
Date: 03/21/2025
My account
Log out
Order history
Order history
Order Date Payment status Fulfillment status Total
#******** August 29, 2024 Paid Unfulfilled $44.08 USD
#******** August 7, 2024 Paid Fulfilled $28.50 USD
#******** June 4, 2024 Paid Unfulfilled $108.04 USD
Account details
*** ******
****************************************************************
*************
Business Response
Date: 03/29/2025
March 24
$44.08 USD refund was deducted from your Mar 26, 2025 payout.
USPS tracking number
9400111206219443130029
CompleteDelivered
Delivered on
Wednesday, August 21, 2024
March 22
$108.04 USD refund was deducted from your Mar 24, 2025 payout.
Customer Answer
Date: 03/29/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

*** ******
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.
Order confirmed July 30th, 2024 1st item (shirt) arrived August 22nd, 2024 2nd item (figure) has not shipped as of February 26th, 2025.I've followed the instructions on the website and attempted to make contact multiple times. I only recieve an auto reply email and nobody has reached out.
Business Response
Date: 03/07/2025
This was delivered with tracking link

USPS tracking number
9400111105501345297521
CompleteDelivered
Delivered on
Thursday, August 22, 2024

if you did not receive it please contact your local post office for further information
Customer Answer
Date: 03/11/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22995737

I am rejecting this response because:
Please examine the order again. The shirt was shipped and delivered but the figures were not ever shipped. They were not even available for shipment at the time that the other item shipped.

Regards,

**** ******
Business Response
Date: 03/20/2025
As noted within the purchase terms and conditions you agreed to - if you did not receive items or the wrong item was received - you needed to contact us within 10 days from delivery.
As we do not have ANY emails to or from you directly regarding any missing items - we are not able to refund for items we were not aware that were incorrectly shipped.
Customer Answer
Date: 03/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22995737

I am rejecting this response because:
The items were to be delivered separately as the figure was a pre-order and the shirt was in stock. It wouldnt have made sense to email you within 10 days of the shirt's delivery because of that reason. I've ordered a bunch of shirts with your company and have been very satisfied. I took pictures of them on Instagram and personally recommended people order them. I could have easily ordered this figure on ****** for the same price and much faster delivery than expected, but I wanted to support your small business again. I waited so long for that item as a gift to my girlfriend and nobody responded to my emails or bothered to check if the item ever shipped. I did email your business multiple times as instructed on your website and never recieved a response, only auto replies stating that I would be contacted. All I am asking is that you take responsibility for the error and mail me the item or issue a refund.
Regards,

**** ******
Business Response
Date: 03/29/2025
USPS tracking number
9400111105501345297521
CompleteDelivered
Delivered on
Thursday, August 22, 2024
As the customer did not respond in 10 days from delivery - we are unable to verify any missing items from this delivery.
Customer Answer
Date: 04/02/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22995737

I am rejecting this response because:
Again, the FIGURE was not delivered in this shipment because it was a pre-order set to deliver in several months in a seperate delivery. They only sent the shirt in this tracked order so there would be no need to contact in 10 days. I will be contacting the attorneys office and they can speak to them about it.

Regards,

**** ******
Business Response
Date: 04/02/2025
As we did not receive notification as listed in the terms and conditions you agreed to at the time of purchase
--------------
***********************************************************************************
As we have noticed social media posts from customers that have received free replacement items, along with the ones they claimed were "missing" or "damaged" in their original shipment, this has lead to stricter replacement policies. This policy will verify that we had either correctly, or incorrectly, packaged your shipment before it was sent off to you.

As we are able to virtually inspect these items - we will require photos of ALL items received within your shipment along with photos of ALL packaging (including paperwork, boxes, etc) within your shipment within 10 physical days of receiving these items

All notifications must be sent to VIA OUR HELPDESK within 10 physical days of delivery for any "missing" or "damaged" items within your shipment.

As items are inspected before they are shipped, we will be able to tell of any product fault within the photos you send for replacements due to production issues.
-------------------
As this was delivered months ago, and we were not notified of any missing items after that delivery - we are unable to offer any replacements or refunds as we are not able to validate the packaging you had received for your items as it is way after 10 days from delivery.
Business Response
Date: 04/09/2025
The customer did not notify us of any missing items from their purchase. But to just close this case - $49.99 USD refund was deducted from your Apr 7, 2025 payout.
Customer Answer
Date: 04/11/2025
[]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

**** ******
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 ordered 2 items back on August 30, 2024. One item was shipped w/ tracking number back on October 24, 2024 and was delivered on October 28, 2024. According to my account on their website it says the 2nd item was shipped on January 20, 2025 but there is no tracking number nor did I get an email confirmation with any tracking information, and I havent received the 2nd item. I have tried emailing the company multiple times but all I get is an automated reply.
Business Response
Date: 02/26/2025
This has been refunded - the customer will need to contact their billing provider with any further questions.
Customer Answer
Date: 02/27/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22991891

I am rejecting this response because:
There is no evidence that I have been refunded. My account still says the same thing, that the item was shipped on January 20 2025, nor did I receive any email notification from HorrorMerch stating that I have been refunded.
I wonder if the business is looking at a previous order, where they gave me a partial refund. This complaint is specifically in regards to Order #******** and specifically about the *************** Duck.
Regards,

******* *****
Business Response
Date: 03/20/2025
One purchase was delivered
USPS tracking number
9400111105501660608095
Delivered on
Monday, October 28, 2024
Other purchase was refunded
$17.25 USD refund was deducted from your Mar 3, 2025 payout.
Customer Answer
Date: 03/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22991891

I am rejecting this response because: the refund was not for the order that Im inquiring about. I ordered from the company multiple times. The order Im questioning about is ORDER #********. It included the lost boys ***** duck and the lost boys ******* ****. The ******* **** was delivered in October 2024, but the ***** duck, according to my account on the website, said it was shipped in January but I never received any shipping information nor was it delivered. The refund that was sent to me in March was for a completely different order for a Scream Vday funko that the company refunded to me on their own. Again, I want to know where the ***** duck is since it was shipped out in January.

Regards,

******* *****
Business Response
Date: 03/29/2025
March 1
$17.25 USD refund was deducted from your Mar 3, 2025 payout.
USPS tracking number
9400111105501660608095
CompleteDelivered
Delivered on
Monday, October 28, 2024
Customer Answer
Date: 03/29/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22991891

I am rejecting this response because: the refund that was provided in March was not for the order that Im inquiring about. I ordered from the company multiple times. The order Im questioning about is ORDER #********. It included the lost boys ***** duck and the lost boys ******* ****. The ******* **** was delivered in October 2024, but the ***** duck, according to my account on the website, said it was shipped in January but I never received any shipping information nor was it delivered. The refund that was sent to me in March was for a completely different order for a Scream Vday funko that the company refunded to me on their own. Again, I want to know where the ***** duck is since it was shipped out in January. Also, the tracking number that the company provided you only says that label created, not yet in system. So what is that tracking number for???

Regards,

******* *****
Business Response
Date: 04/02/2025
As the **** does not keep tracking within their systems after ****** days it my not show any further updates.
Please revisit previous emails for further information as items have been shipped or refunded.
Business Response
Date: 04/02/2025
There is no further information as the customer was shipped these items and they received a refund for the other item previously.
Business Response
Date: 04/09/2025
customer has been refunded and shipped all items

17082998
USPS tracking number
9400111105501332906191
Complete
Delivered
Delivered on
Wednesday, August 28, 2024

remainder: You refunded $14.99 USD to ****** Express Checkout Oct 22

17086138 (no shipment refunded in full)
March 1
$17.25 USD refund was deducted from your Mar 3, 2025 payout.

17084687
USPS tracking number
9400111105501660608095
Complete
Delivered
Delivered on
Monday, October 28, 2024

April 5
$16.50 USD refund was deducted from your Apr 7, 2025 payout.

Customer has a zero balance otherwise as all items have already been delivered or refunded.
Customer Answer
Date: 04/11/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

******* *****
Initial Complaint
Date:02/08/2025
Type:Service or Repair 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.
First transaction was on 07/30/23. They issued a gift voucher when the product never came in. I placed another order on 03/02/24. I still have not received anything from them yet. I did have some contact through email early on but I have been ignored for quite some time now. I keep filling out the form on their Helpdesk page but still have heard nothing for almost a year.
Business Response
Date: 02/11/2025
this has been refunded to the payment methods used at the time of purchase.
Today

You refunded 2 items.
Just now

A $40.38 USD refund is pending.
Just now

You refunded $37.00 USD to Gift Card.
Just now
Customer Answer
Date: 02/12/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.

Regards,

Joe
Initial Complaint
Date:01/23/2025
Type:Delivery 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.
Hello I placed an order January 13th for HorrorMerch.com order #******** I emailed them that day hoping I could get my order expedited because the order was accidentally placed by my younger brother who was impatient. I let them know I would pay the fee for quicker shipping because we would not be home or able to obtain the package anymore due to going out of state. I let it be thinking their website was honest stating 3-5 business day shipping but here we are 10 days later and no response to my emails only a shipping label created and no updates at all. I contacted for a cancellation 3 times. All that was created was a shipping label I paid ****** and just want it refunded the order has not been fulfilled or even attempted it seems. Either way we are now out of state for about 3-4 weeks and want the order cancelled and refunded. It shouldn't be this hard for a company to cancel an order and refund the money back before even fulfilling an order. This is not the first time i've had trouble with this site either.
Business Response
Date: 01/24/2025
As this is less than 20 days from purchase - it is not able to be refunded.
As the customer has received tracking information, they will need to contact their local **** for further information as we do not have any further updates than what the **** provides.
The customer will also need to read the terms and conditions they agreed to at the time of purchase - along with the product description that lists the same informatio

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

Figures And Collectibles Information
All Regular and Collector Condition Figures Are Shipped In Their Original Packaging And All Figure Shipments Are Securely Bubble Wrapped Prior To Shipping.

Figures that are In-Stock (please visit the direct product for estimated arrival information or immediate availability) usually ship within 3-5 business days (business days do not include weekends or holidays). Exact shipping or delivery dates are not guaranteed at any point.

Figures that are awaiting to be released or to be restocked (please visit the direct product for estimated arrival information) will be able to ship once they are restocked. All arrival/restock dates listed on direct product pages are subject to change - at any time - for any reason and exact shipping or delivery dates are not guaranteed at any point.

Once these items are purchased, these items are not able to be exchanged, cancelled or otherwise modified as they are directly shipped or drop shipped from multiple locations (within the **) and directly for your purchase. All Sales Are Final. Discounts, refunds, or cancellations are not available if there are any delays to any items - at any time, for any reason - within 60 days from purchase.

All figures purchased (unless otherwise marked prior to purchase) are considered "Regular Condition" figures that are sent without damage to the figure, and include all accessories. Regular Condition figures may have minor packaging flaws. Any packaging issues for Regular Condition figures are not able to be replaced or refunded.

We inspect each figure before shipping and do not send damaged packaging (unless it is marked as a DAMAGED BOX item prior to purchase) as Regular Conditions with cosmetic packaging issues are not able to be returned or refunded . This may include any smaller packaging flaws that would make a Regular Condition figure to be not considered as a Collector Condition figure. All figures are considered as it is purchased as Regular Condition prior to purchase.

Any Free/Bonus/Promotional items are only available while supplies last and as listed per promotion otherwise. If a Free/Bonus/Promotional item is not available to be sent within your shipment, it will not ship separately otherwise as they are only available while supplies last and do not include any monetary value within your purchase.
Customer Answer
Date: 01/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22848824

I am rejecting this response because: The response makes no sense at all. How am I suppose to contact **** when they have no information on the package at all except for a shipping label that was created by the company. You haven't even turned in the package or shipped it out yet so why would I go through **** before they even got the package? Even if I did they would tell me the exact same thing I am thinking to go through the company in hopes they will cancel and refund my order before they ship it out. As far as the 3-5 business days go if stated in your shipping standards why has it been 11 days since my orders been placed and no updated from the company at all? As a company your customer stating they won't be home to receive a package and that they will probably lose money from it being stolen or sent back should be an obvious point to cancel the order. Which is what I am requesting and stating. I do not want the order or any of its contents. I want my money back. **** cannot give me any information on a package that has not been shipped. Do your due diligence and cancel my order and refund me what I have paid. I can only state it so often. I won't be home to receive the package I had hopes that the package would ship in 3-5 business days as stated. The deadline has been missed severely and now I won't be able to obtain my package when shipped. Cancel my order and Refund me. Thank you

Regards,

*** *****
Business Response
Date: 01/25/2025
Seeing that the BBB is "reviewing the offer" it means it's coming back for a response
As this purchase is less than a month old and has already shipped, the customer will need to contact the **** for further information as they will have updates before we do.
As the package does not currently show further updates, it is still within the timeframe of **** delivery before it is considered "lost"
As the package has not been returned, or considered lost by the **** it can not be cancelled or refunded.
As listed in the terms and conditions, and product description prior to purchase "Exact shipping or delivery dates are not guaranteed at any point." and as the customer did not contact us for any sort of expedited shipping, it was not shipped in an expedited manner.
The customer will need to contact the **** as we ill not have any further updates - until further updates from the **** are available.
Continually refusing the post as listed above is not going to speed up or correct this process as it is out of our hands in in the hands of the ****.

Business Response
Date: 01/28/2025
it has been shipped. it has not been returned.
as it is still within the **** system and not yet considered lost - there is nothing else we can do.
it'll either be delivered, returned or able to be replaced after 30 business days.
will not have any further updates until any of these things apply
Customer Answer
Date: 02/03/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22848824

I am rejecting this response because:
Again the business hasn't even shipped out the order yet it has not been taken to **** or even scanned into their system or dropped off. I contacted **** and they have stated multiple times that the business "Horror Merch" has only made an online shipping label and have yet to ship the package or bring it to any ***** The farthest they have gotten is shipping a printing label and all I am asking is my order be cancelled and refunded to me. There is no proof that they have started production or fulfillment on my order other than printing a shipping label through an online website and sending me the tracking information that has nothing but the words. " A shipping label has been prepared for your item. A delivery date will be provided when **** receives the package; contact the shipper or shipping partner with any inquiries. " " Pre Shipment Label " my item has not been packaged or shipped yet just cancel the order and refund me. !
Regards,
*** *****

Business Response
Date: 02/06/2025
As listed previously (as the customer also agreed to these terms and conditions upon purchase)
Customer Agreed to the Terms and Conditions on
Tue Jan 14 2025 16:15:27 GMT-0800 (Pacific Standard Time)
and that this is still within 30 days of purchase - further action will be taken upon:
- delivery
- it being returned
- it being considered lost after 30 business days (business days do not include weekends or holidays)
We will not have any further updates or replies available until one of these 3 things apply to this purchase.
Customer impatience (also as listed within the terms and conditions prior to purchase) is not a valid reason for furthering this issue until one of these 3 things apply to this purchase.
Initial Complaint
Date:01/20/2025
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 an order on October 9, 2024. I only received 2 items from the order. I have emailed the company several times with just a generic response or no response at all. I am just requesting a refund for the items I have not received. It has been over 60 days according to their policy and I am entitled to a refund. I have included a copy of my order and a response from the company when I emailed them. It has now been more than 60 days and I have not received a refund or items. I have emailed them several times since and have not received any responses. I just want a refund for the items I did not receive.
Business Response
Date: 01/21/2025
Part of this was already delivered with tracking link
USPS tracking number
9400111105501690536443
CompleteDelivered
Delivered on
Friday, October 25, 2024
As we are still processing refunds from Oct further updates will be available once they a re processed for the remaining items totalling 56.96

Business Response
Date: 01/21/2025
A $50.00 USD refund is pending.
Just now

A $7.00 USD refund is pending.
Just now
All remaining items have been refunded minus the 25% coupon used at the time of purchase.
Customer Answer
Date: 01/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22836303

I am rejecting this response because: the money has not been deposited back into my bank account. I will keep rejecting until I am refunded. I realize it may take time to do so but until it's there I will not accept.

Regards,

******** ******
Business Response
Date: 01/25/2025
Seeing that the BBB is "reviewing the offer" it means it's coming back for a response
If the customer has not received the package - please contact your local **** for further information
If the customer has not received the refund - please contact your billing provider for further information
This purchase has been shipped, and refunded for any remainders so no further updates - beyond the contacts above - are available for this purchase
Customer Answer
Date: 01/27/2025
I checked my bank account and the refund has been received. This case can be closed. Thank you for your help.
Initial Complaint
Date:01/18/2025
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.
I purchased an item online in November of 2024 and have yet to receive my item or even a tracking. The company refuses to respond or give any updates. I can cancel the item or get a refund. This website is a scam.
Business Response
Date: 01/21/2025
As listed per the review - these are still within 60 days of purchase and currently on the way to us for shipping.
Business Response
Date: 01/21/2025
customer left a review and created a case - only one is available to stand correct?
Business Response
Date: 01/21/2025
As we are coming close to 60 days from purchase, we have sent an update to all customers awaiting their arrival as they are not the only customer awaiting the shipment of these figures.
Further updates will be sent once they arrive, counted and quality checked.
Business Response
Date: 02/12/2025
customer said they received the wrong item after doublechecking it was correct.
awaiting customer photos and response, as they said they would be updating this case.
Business Response
Date: 02/12/2025
as the customer is continually causing issues - a return slip was sent to the customer with the following instructions:
"Please use the attached return label and return the item within the same
packaging and bubblewrap as the item arrived to you.

If we do not receive it within 2 physical weeks, or if the item is
opened, damaged or another item is sent in it's place we will not have
any further support available for your purchase and will notify the BBB
of customer damage to the item."
if the item is opened, damaged, otherwise replaced with another item, or does not arrive within 2 weeks we will not have any further support available for this purchase as we have already blocked the customer from further contact via email and social media.
Initial Complaint
Date:01/17/2025
Type:Delivery 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 placed an order back in August 7th 2024. They only sent 4 of the 6 items I ordered the 4 addams family pops but neither of the the ****** pops. The shipping invoice claimed 1 of the 2 ****** pops was in the box with the Addams family pops it was NOT. The other was never even shipped. Everytime I sent an email I only ever got automated responses telling me to read their FAQ PAGE.
Business Response
Date: 01/20/2025
**** tracking number
9434611105501712268262
Delivered on
Monday, September 23, 2024
Business Response
Date: 01/20/2025
As all but one item were delivered - it has been over a year for any replacements or substitutions.
As we have double checked the remaining item, the refund has been processed as of today.
Today

You refunded 1 item.
Just now

A $22.50 USD refund is pending. (customer received a 25% off the retail price at the time of purchase.
As the customer did not notify us otherwise directly - this would have been taken care of sooner.
Customer Answer
Date: 01/21/2025
I contacted the seller on multiple occasions in regards to the item.
Business Response
Date: 01/21/2025
The customer will need to contact their billing provider as all items have been delivered or refunded.
A $22.50 USD refund is pending. (customer received a 25% off the retail price at the time of purchase.

As the customer did not notify us otherwise directly - this would have been taken care of sooner.
Business Response
Date: 01/21/2025
As shown - customer received 5 items - refunded for one (minus the 25% discount used at purchase)
Business Response
Date: 01/21/2025
As the customer did not send photos of what they had received - per email correspondence and terms and conditions - to validate anything missing within 10 days of arrival, we are unable to offer replacements for what they claim is missing.
correction to previous response
Also as they mentioned they would file a chargeback - this also cancelled any further correspondence from the customer as it was already in que for a refund - awaiting the chargeback
The customer
received a shipment
did not show any validation of missing items
has been refunded for the remainder that did not ship due to stock and customer wanting to file a chargeback

Customer Answer
Date: 01/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22824125

I am rejecting this response because: Seller claimed no emails but I just provided provided emails. Also how exactly do I take a picture of an item that was never in the box to begin with? You can not get ahold of a live person with this company without filing a bbb complaint other wise everything is automated and telling the buyer to check the sites Faq section.
Regards,

***** ****
Business Response
Date: 01/22/2025
as we did not receive photos of the box that was shipped to you and the items you received - as each quantity of figures are shipped in different sized boxes, for this very reason - within 10 days of receipt it was not able to be verified that anything was missing
Please visit the previous emails and terms and conditions you agreed to prior to purchase, along with your product receipt for further information - the item that was not shipped has been refunded - as the customer did not show valid proof of delivery within 10 physical days of delivery, also threatening a chargeback instead of showing proof of delivery, replacements or refunds are not available (per the last line of the text below)
*************************************************************************************
Damaged/Missing Items
As we have noticed social media posts from customers that have received free replacement items, along with the ones they claimed were "missing" or "damaged" in their original shipment, this has lead to stricter replacement policies. This policy will verify that we had either correctly, or incorrectly, packaged your shipment before it was sent off to you.

As we are able to virtually inspect these items - we will require photos of ALL items received within your shipment along with photos of ALL packaging (including paperwork, boxes, etc) within your shipment within 10 physical days of receiving these items

All notifications must be sent to VIA OUR HELPDESK within 10 physical days of delivery. As items are inspected before they are shipped, we will be able to tell of any product fault within the photos you send for replacements due to production issues.

Any clothing items that have been washed, worn or modified - or - any items that have been taken out of their original packaging (this includes, figures, clothing, vinyl, masks, etc) are not available for any replacements, refunds or other compensation at any point

Any packaging that shows improper opening or wear and tear by the customer are not able to be refunded or replaced, for any reason, due to direct customer misuse

Any Collector Condition item, is subject to inspection prior to any action taken. Depending on the Collector Condition item, and issue shown within photos will vary further action to be taken.

If a Collector Condition figure (must be purchased as a Collector Condition prior to purchase) arrives and you are not happy with the condition of the figure, the difference between the Regular and Collector version will be refunded to your purchase for one item within your purchase. We are not able to offer replacements or ship replacements otherwise. If your deem that there are further issues within your purchase of single or multiple collector items, please visit the Damaged/Missing Items section for further information.

Purchasing a single item as Collector Condition will not cover any other item, than the direct item purchased as Collector Condition, within your purchase.

Any item purchased as a Regular Condition item is not covered for packaging flaws or other displayable flaws as they were not purchased in Collector Condition. Please visit your purchase receipt as it will say Collector Condition if the item was purchased as Collector Condition - if it does not say Collector Condition, it is considered Regular Condition.

DAMAGED BOX items are shipped as is, and are not able to be returned - replaced - or refunded - for any reason as all figures (and any accessories as listed) have already been inspected prior to purchase to not include any damage to the figure, or any missing accessories otherwise.

If you receive an "incorrect" item, and the "incorrect" item IS INCLUDED within your original purchase receipt, we are unable to offer any refunds or replacements as we fulfill your purchase as listed at the time of purchase. If you received an incorrect item that IS NOT INCLUDED within your receipt, please Contact Our Helpdesk for more information.

As purchases include **** insured shipping (up to $100), any replacements or refunds will need to be validated through the **** directly as we are no longer able to offer replacements or direct refunds for damaged shipments due to **** mishandling.

As the **** has implemented stricter (and in person) inspection requirements for damaged packages, you can start a **** claim at ************************************) and visit your local post office for their physical inspection and claim process. We are not able to intervene, or work with this claim on your behalf. Also listed prior to purchase, any additional insurance required by the customer outside of the **** minimums, is the responsibility of the customer prior to shipping.

Any customer failing or refusing to send photo proof of items/delivery within 10 business days will not receive any further support or return option for their purchase.

Customer Answer
Date: 01/29/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22824125

I am rejecting this response because: there is no way to take photos of an item that is not inside of the shipping box. I sent an email in regards to the items I did receive and sent notice that I did not receive the missing item the same day the package was received. All I received was a automated response no human interaction so I sent a follow up email and still no repsonse. Business seems to be stuck on my potentially filing a charge back which I did not do. Tho I should have. There is no excuse to not respond to emails after multiple enquiries. About the shipment.

Regards,

***** ****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Business Response

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Horror Merch is NOT a BBB Accredited Business.