Complaints

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

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  Horror Merch

  PO Box 666 Hilliard, OH 43026-0666

• 

  Horror Merch

  Lakewood, OH 44107

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:01/04/2023

  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 for a Jason Voorhees Pop in May 2022. They contacted me in Oct 2022 saying they would issue me a full refund. We are now in Jan 2023 and still no refund and customer service wont even respond to me anymore

  Business Response

  Date: 01/05/2023

  As we had previously emailed (attached) we will send the remaining items when they are available and refund for what is left when they are available.

  Posting here, on multiple review sites, etc will not speed up this process. 

  As we have already addressed this customer, we will not have any further updates available for this account until the customer is directly refunded.

  Any further disturbances by the customer may alter any further refunds or action otherwise. 
  

• Initial Complaint

  Date:11/21/2022

  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 am rejecting this response because: this company keeps LYING. I have never received my item from this complaint...NO tracking was provided...link was FAKE. ENOUGH with the lying. Past purchases have nothing to do with this complaint. I HAVE NOT RECEIVED ANYTHING NOR HAVE I RECEIVED A REFUND.
  
  
  il which I NEVER received. I became concerned that this meant my ordered was fully cancelled and I asked multiple times what was going on with my order. I still received the same one line answers that didn't answer what I was asking. My account still has a fulfilled status with a tracking link with no number as of November 21 2022. I never received an actual answer on where my stuff was or if all items were cancelled. This should have been a simple thing to have answered.
  I would like a full refund of 42.39. This is terrible customer service and disappointing to not receive help on someting as simple as status of an order.

  Business Response

  Date: 11/22/2022

  As we have previously emailed - your one item was not available and a credit was sent to you. Your remaining items are scheduled to be shipped shortly.

  Posting here will not speed up, or change any of the processes you had agreed to within the terms and conditions of our site prior to purchase.

  Business Response

  Date: 01/07/2023

  As listed previously (and attached)
  
  As these are over a year old, it will not show any tracking status - you will need to contact your local post office for further information as these are over our 10 day policy of replacements for missing items. 
  
  Also, as previoulsy listed - as the customer said they would file a chargeback - they will need to contact their  billing provider for more information regarding their refund as we can not refund purchases when the customer mentions a chargeback as they would then be refunded twice.
  
  If the customer requires any further action or responses, they will need to contact their post office with the tracking numbers listed for the previous purchases and also contact their billing provider regarding the chargeback/refund. 
  
  We will not have any further action, responses, or updates for this customer as the items from last year were delivered and the customer said they would file a chargeback halting any further updates as they left it in the hands of their billing provider

• Initial Complaint

  Date:11/16/2022

  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 accept the business's response to resolve this complaint.
  
  

  Business Response

  Date: 11/22/2022

  As you were already refunded for this purchase - there is no more further action available for your account.

• Initial Complaint

  Date:11/15/2022

  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 ordered from horrormerch.com on September 19,2022 at 7:48 pm.
  I ordered 2 figurines that did not say preorder at that time.
  I paid $28.49 through my Venmo debit card, which was immediately charged the full amount.
  The only email I have received from them was a thank you for your order saying that they were getting it ready to ship and they would contact me when it had shipped. Not one word about it being a preorder. I have tried multiple times to contact them in the last few months with no response. We have received nothing from them. There is no way to contact them except through a form which is never responded to.

  Business Response

  Date: 11/18/2022

  Please visit your receipt for further info (further down than the screen cap you had sent) as your item is a PREORDER item.

  Collectibles That Are Labeled As "Pre-Order" will ship as
  they are released or restocked. As these are not items we directly
  oversee, we are unable to guarantee ship times but they will ship as
  they arrive and are available to ship.

  Please visit https://preorders.horrormerch.com/ for upcoming release/restock dates and ALL RELEASE RESTOCK DATES ARE SUBJECT TO CHANGE  

• Initial Complaint

  Date:09/27/2022

  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.

  They sent me a bobble head yesterday and kept my money

  Business Response

  Date: 09/28/2022

  The customer ordered this on Sept 20, 2022. The customer already opened  a dispute, less than a week after purchasing these made to order items.

  As there is a chargeback already open, the purchase has already been cancelled, and already refunded.

  If the customer has any further questions about a refund, they can contact their billing provider as they have already been refunded and we will not have any further updates as the customer had already put a dispute in for their purchase less than a week after purchase. 

• Initial Complaint

  Date:08/31/2022

  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 am rejecting this response because: 

  1) Regardless of my complaint that a receipt was not provided after my order was placed, the bonus item should still be provided.  Removing the bonus item, which was an incentive for my initial purchase, is retaliatory conduct in response to me making a complaint, and unlawful.

  2) My complaint involves more than the bonus item.  The stores promo was "buy 3 shirts and get one free."  I ordered two white shirts and two black shirts.  (Cost of $99.85)  After my numerous complaints I finally received a receipt and the two white shirts.  The two black shirts were never delivered (one paid for and one bonus shirt), and I have not received a refund for the missing items.

  3) The seller's conduct here, by refusing to either refund my purchase of the undelivered items, or refusing to deliver the remaining shirts, is retaliatory conduct.  I paid money for the items, the items did not come, when they did arrive the order was incomplete, and because I complained of the incomplete order, they responded in a retaliatory manner and refusing to honor their duties as a merchant.  Under the merchant's analysis, no customer could ever complain about an order, otherwise they will simply keep your money and not deliver the product.  

  4) The merchant is committing theft by not delivering my order, or not providing a refund.  Based on the merchant's response, this is conduct they routinely engages in. 

  Business Response

  Date: 09/01/2022

  As the customer had mentioned filing a dispute in an opening email because they did not receive a receipt, the bonus item was cancelled due to the disruptive behavior of the customer.

  As listed in our terms of service and the buy3 discount page, bonus items are subject to cancellation due to customer disruptions within social media, email or 3rd party websites.

  As the customer mentioned filing a chargeback it also voided any further support for their purchase due to this disruption as well. 

  Business Response

  Date: 01/15/2023

  This customer did not receive a FREE item (listed as while supplies last) and that is the nature of their complaint.
  
  We fulfilled the PAID items (as listed in order.jpg) and the remaining item is listed to ship, AS AVAILABLE and WHILE SUPPLIES LAST.

  If supplies were no longer available to ship for this purchase, it is a resolved issue as the customer received the 3 items they paid for and would have received any FREE (marked as $0.00 in order.jpg) items if the supplies for this promotion (as listed prior to purchase) were available.

  
  

• Initial Complaint

  Date:08/07/2022

  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.

  Thank you for taking the time to look into my complaint. Horrormerch left me no other choice but to take this route.

  As previously stated (seems like horrormerch doesn't want to read)...I placed an order for 2 horror themed funkos on July 8th, 2022. I waited almost 4 weeks and had received no shipping notification, so I emailed them to see when they would ship.

  It just so happened that I had a separate charge on my paypal statement - completely unrelated to horrormerch - and attempted to dispute THAT charge (NOT the horrormerch charge) with paypal. An error occurred that caused all
  my charges for the last 90 days to be lumped into the dispute -this included the horrormerch charge. I attempted to close the case with paypal and spoke with someone in paypal customer service who said they would close the dispute, but the dispute went through and was denied.

  To reiterate, I requested that it be closed because I was aware of the error and only wanted to dispute one charge as fraud and not all charges for the last 90 days. It was unfortunate that all this took place on the same day that I emailed horrormerch. They responded to me that the items had already been shipped and that they would no longer communicate with me because of the erroneous paypal dispute.

  I attempted to explain the situation, but they would not respond.

  I DID receive an item in the mail with the same tracking number that horrormerch provided; however, it was a Star Wars toy and NOT what I ordered.

  I sent them multiple emails attempting to resolve this and they refused to communicate with me. This led me to file a new paypal dispute because what I received was not what I ordered. I provided
  proof to paypal via my USPS Informed Delivery account showing the tracking number provided, as well as a picture of what I received - and paypal sided with ME on this dispute and refunded my money.

  I have never received the items I ordered. Horrormerch keeps stating that I filed a fraudulent fraud claim against them. They can't seem to understand words because I have said from the very beginning that they should not have been included in the first paypal dispute - THAT WAS REGARDING ANOTHER BUSINESS ENTITY THAT I DIDN'T AUTHORIZE CHARGES FOR.

  It seems to me that they got upset about that error and threw something in a box to send me so they could say they shipped the order and shut me down. In their response they say I admitted to lying to paypal - I don't know where they read that - I never lied to paypal - there was an error when I attempted to file a complaint against a different entity. I never intended or wanted to file a complaint against horrormerch until they sent me the wrong item and refused to communicate with me.

  At this point is when I filed an updated complaint with paypal - I spoke to a paypal representative on the phone and explained the entire situation and provided enough proof that they decided the case in my favor.
  My money was refunded and I don't even care to be involved with this ridiculousness anymore, but I stand by my complaint and my review. There are enough negative horrormerch reviews online with very similar complaints
  to mine, so I think it's obvious where the issue lies here. I only want to make sure I can warn as many people as possible so they don't endure the stress I have. I'll not be responding any further.
  
  I've included screenshots of :
  - initial order
  - payment
  - email attempts to communicate with horrormerch
  - shipping info from USPS Informed Delivery with tracking number as well as the incorrect item that was received in that shipment
  - my account on the horrormerch site that shows my order status as unfulfilled AFTER I received the shipment of the incorrect item (that came bearing the tracking number provided by horrormerch to paypal)

  situation. I've attached a screenshot from their website showing my order is unfulfilled as of 8/7/2022.

  Business Response

  Date: 08/12/2022

  The customer notes that (attached) this purchase was NOT AUTHORIZED or fraudulent.

  However reopening a Paypal case after it was closed, and now this BBB case - shows that the customer is trying to commit fraud by saying they lied to Paypal saying it was not originally authorized and trying to get their items or money back after items have already shipped. 

  As this was already shipped PRIOR to the Non-Authorized "claim" it has since been delivered.
  **********************************************************************************

  Your item was delivered in or at the mailbox at 10:35 am on August 5, 2022 in ***** ***** ** ******

  The customer can not keep a story straight and Paypal has granted us the appeal as the items were delivered, and this was actually an authorized purchase by the customer. 

  The customer can contact Paypal directly for any further information as the purchase was authorized and has been delivered.