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:05/07/2024

  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.

  On April 16th I reached out to the BrickFestShop regarding an issue with an order having been tampered with. They stated a replacement would be sent. As of May 7th the mailing facility has yet to receive anything to ship. On May 2nd I reached out to BrickFestShop because I order nearly $500 dollars worth of legos starting April 20th to April 28th. I cannot get in touch with a representative and I just want the products I ordered to be delivered to me. Order confirmation numbers as follows:186070 ****** ****** ****** ****** ****** ****** ****** ****** ****** ****** ****** ****** ****** ****** ****** ****** ******

  Business Response

  Date: 05/10/2024

  We reached out to you regarding the shipping of your order. Please check **** link: **********************************************************************************************

  Customer Answer

  Date: 05/16/2024

  Received a partial order May 10th. Still waiting for the rest or my order 

  Customer Answer

  Date: 05/16/2024

  Received a partial order May 10th. Still waiting for the rest or my order 

  Customer Answer

  Date: 05/16/2024

  Received a partial order May 10th. Still waiting for the rest or my order 

  Business Response

  Date: 05/17/2024

  We have reached out to ********************* and provided a detailed explanation of the situation. We have apologized for any inconvenience caused and assured them that their concerns are being addressed promptly.
  
  We are committed to resolving this matter to customer's satisfaction and maintaining our high standards of customer service.
  
  We appreciate your assistance in this matter. 

  Customer Answer

  Date: 05/20/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21679254
  
  I am rejecting this response because:
  

  The lack of communication and continued taking of my money is unacceptable. The only reason any action is being taken is because I took necessary steps to right the wrong that has been done to me. Now you are asking for a reversal of corrective actions due to your errors. I believe that I should not go back to my bank and tell them to resend the fraudulent charges for products I didn't receive. 

  I has sent hundreds of dollars, ****** to be exact. And when I received some of the order, there were items on the manifest that were not in the package. 

   

  Please send me everything I ordered along with an invoice of what you you may still be owed. Until them my bank will send funds for products I paid for and never received.

  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/23/2024

  Hi **,
  
  Thank you for your response. 
  
  We completely understand your frustration. We appreciate you for allowing us to work with you towards a resolution. We kindly ask that you respond to our email response so we can send you clarification regarding the Shipping Fee Refund and sending the other orders. 
  
  Thank you for your kind understanding and patience.

  Customer Answer

  Date: 05/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21679254
  
  I am rejecting this response because:
  With how messy this situation is, I do not know what transactions need to be returned. Also my bank would like to see what amount needs to be returned to you to finish processing my transaction with you.

   

  Please send what amount needs to be returned so I can ensure the correct return. 

   

  Also please put in writing how you will refund me, and the amount, of my shipping fees I paid for.
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/11/2024

  Hi **,
  
  We hope you had a great weekend. 
  
  Someone from our team will be reaching out to you shortly. 
  
  Have a great day!
  
  -The Brick Fest Live Team

• Initial Complaint

  Date:05/05/2024

  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 two tickets in January 2024 for a Brick Fest Live event in *** for May 5th, 2024. I received multiple emails from Universe the ticket company through the last few months and an email on 5/3/2024 with the tickets. We got there today, 5/5/2024 and the venue has signs saying Brick Fest Live was not a scheduled event. There is not phone number or email I can find to contact someone for a refund. I believe this was a total scam I and many Oklahomans were victims of. I hope these people can be stopped!!

  Business Response

  Date: 05/09/2024

  We already responded to your concern about the *** event. Kindly check you email ***************** (please check your spam/junk folder).

  Business Response

  Date: 05/20/2024

  Hi *****,
  
  We hope all is well with you. 
  
  We have responded to your messages. We are not sure if you are receiving it. Attached is the screenshot of our response from the most recent inquiry you have sent us. 
  
  Thank you.

• Initial Complaint

  Date:03/06/2024

  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 purchased six VIP tickets to Brick Fest Live in ******, ** for Saturday 11/1923. I ordered six Add-Ons to the tickets at additional cost. When I arrived at the event, the people scanning the tickets said the Add-On would be shipped to my home address. I have yet to receive the Add-Ons. The cost of the Add-On was $260 USD.I would like to receive my Add-ons ordered or a refund.I have emailed the company multiple times and have not received a response. Thank you.

  Business Response

  Date: 03/08/2024

  We have refunded your LEGO Bundle orders. Please allow up to 5 business days for the refund to show on your original payment method.

  Customer Answer

  Date: 03/14/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I confirmed I have received the refund.
  
  Regards,
  
  *****************
  
  

• Initial Complaint

  Date:03/02/2024

  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 paid for an add on item with my Brick Fest Live tickets for the ******** venue. It was supposed to be mailed to me but I haven't received a shipping conformation. I bought the tickets a month ago. I have contacted Brick Fest with no response. I would like the items I paid for. I have seen numerous other complaints filed where others have not recieved their add on items either. Please help.

  Business Response

  Date: 03/04/2024

  Sorry for the late reply. We responded to your email regarding to your BFLDD add-on concern. Kindly, check your email. Please be sure to check your Spam/Junk folders as sometimes our emails get filtered that way.  

• Initial Complaint

  Date:02/22/2024

  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.

  My family attended brick fest live ********* Jan 7 2023. Upon entering the fest I found a box to win a trip to *******. I enter my phone number and other info on a slip and put this in a box. I was later contacted by a man named ******************* at phone number ************* and email ********************* saying he was from a company called www.vip5starpackage.com. He then told us we had to pay some fees to complete our stay in *******. This transaction was for $280. When we contacted the company to make reservation dates we where asked if we wanted to up grade our original reservations, and we did for $480. This was done early in 2023. Fast forward to now and all contact with these company's is impossible since they have deleted their websites and disconnected their phones. Calling ******************* only got a laugh and a story of some guy died. Contacted our bank but these charges are now to old to do anything about. What an elaborate SCAM with some persons at brickfest live being a part of this preying on family's. You should be ashamed!!

  Business Response

  Date: 02/28/2024

  Hi *****,

  Thank you for reaching out. 

   We are extremely upset with the business practices of the company you mentioned.  We allowed them the opportunity to purchase space on our show floor with the intention of handing out information for their vacation club, which, based on our research, was credible.  We learned soon after the show of their unusual business practices.  Unfortunately, they are/were a completely separate company from Brick Fest Live, and they were simply a vendor of the show.  For that reason, we cannot do anything regarding the underhanded practices.What we do have control over is our business and how we operate.  To that end, weve created and follow a policy of zero vacation companies at any of our shows, and our vetting process has been expanded for all participants. 

   In addition, we have fully refunded the Brick Fest Live ticket prices that you paid for the event in the amount of $114.42.  Also- if would give us another chance, wed love to have you as our guest at a Brick Fest Live of your choosing.  Simply let us know which show you would like to attend, and we will provide you with free tickets to join us.  This offer does not expire, so if you decide to join us for a show next year, kindly email us at ******************************** Let us know if there is anything else we can do for you, please do not hesitate to reach out.

  Customer Answer

  Date: 02/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21334029
  
  I am rejecting this response because:

  This does not come close to the money I lost.  You did not vet this vendor good enough.  You let a vendor of your purposely scam people.  My 13 year took all his Legos apart a put them in a bin under his bed.  This is unacceptable!!!! I want to be compensated for my losses.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/08/2024

  Type:Product 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 purchased 4 tickets to Brick Fest Live in ********** ** for April 6, ****. A week later I received an email that due to operational challenges the event had been rescheduled to Feb. 1, **** and my tickets would be good for that date. There was not an option to request a refund. I emailed them at ******************************* requesting a refund. I was denied and was told I could use the tickets for other events covered by the sponsor organization, universe.com, or give them to family/friends. Ticket reference # is 65b940ff7194e1065ebde2ae.Thank you for reaching out to Brick Fest Live! We understand and would be more than happy to look into this request for you.Unfortunately, we cannot process a refund for this order. Tickets are Non-Refundable unless purchased with a Ticket Protector. If you are unable to attend the event, you can transfer your tickets to family or friends. It's quite easy to do so, simply forward your original ticketing email. Or, you can print and give your tickets to them. The name on the ticket will not matter for entry into the event.Alternatively, you may use the tickets for any other event on our website, using the same day and entry time without issue. You will be accommodated at the door of entry with your Tickets as is. You can visit our website: ******************************************************* for more information on our upcoming events. This is their response:If you have any further questions, please reach out to us. Thank you for being a valued customer!The rescheduled event is almost a year away. Also, I dont feel they should be allowed to use our money during that time. We do not plan to go to this event now so that is another reason for asking for a refund. The main address that I have found is *************************************************************************************************. Phone - ************

  Customer Answer

  Date: 02/09/2024

  When purchasing tickets Brick Fest Live has Ticket Protector for each ticket - $14.99 each.  We purchases four tickets so this would have been $59.96, almost half the ticket purchase total.  Also, the Protector statement is not detailed.  It states reimbursement for any reason a person is not able to attend but we were able to attend the April 6, **** event.  This situation occurred due to the event provider's actions.   The event was rescheduled due to "operational challenges" on the event provider's part and we had no control over that.  The Ticket Protector is somewhat vague in that respect, in my opinion. 
  

  Ticket Protector ???
  Ticket Protector provides reimbursement for all ticket costs if you are unable to attend the scheduled event for any reason, including COVID-related issues, no questions asked. Reimbursement is available up until 11:59 pm the Thursday before the scheduled event. Ticket Protector must be purchased at the time of ticket purchase only. It can not be added after tickets have been purchased. Less info
  Price:
  $14.99 each
  

  Business Response

  Date: 02/09/2024

  The **********, ** event was originally scheduled for April 6 and 7, ****, however, due to operational challenges we had to postpone the event and move it to another date on Feb. 1 and 2, ****. We understand that you have been expecting the event with great anticipation. It saddens us to have it postponed. Your order has been refunded. Please allow up to 5 business days for the refund to show on your original payment method. 

  Customer Answer

  Date: 02/12/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I want to thank the BBB for their quick action on this complaint.  I was very impressed with your assistance and it was greatly appreciated. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:02/08/2024

  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.

  We purchased tickets for brickfest live for the December 2023 event in ******** **. We were sent an email stating the event was canceled/ moved and the event was not going to occur on that date however will be at a future date in June of 2024. We contacted brickfest advising them, the 2 dates they were going to have in **, we were away on vacation for. We have had these **************** for over a year *** took time off to go to. Brickfesr said we can transfer the tickets to friends or family, and the friends and family we were going to with are going with us on vacation and or other friends who we were going to brickfest with, already purchased tickets on their own. We did not purchase the ticket protection as the protection is if you can not attend the date you booked, it is not for if the event company (brickfest) cancels or changes the date. We contacted brickfest and they stated that the name doesn't matter on the ticket as long as it hasn't been used. This again doesn't help, we wanted to attend, and booked it for when we could attend, however BRICKFEST CANCELED, not us and now the tickets cannot be used. We have asked for a refund but was told NO. This to me appears to be a scam. To book an event and cancel and give an alternate date which doesn't work for the consumer as they already have future plans during that time, and have proof, then the company should be issuing a refund.

  Business Response

  Date: 02/09/2024

  The ********, ** event was originally scheduled for Dec *****, 2023, however, due to operational challenges we had to postpone the event and move it to another date on June *****, 2024. We understand that you have been expecting the event with great anticipation. It saddens us to have it postponed. 
  

  Please let us know which email was used at the time of purchase. Once we have this information, we will be able to provide you with more assistance. Kindly, email us at ******************************* regardingt this matter.
  
  We look forward to hearing from you.

  Business Response

  Date: 02/20/2024

  Your order has been refunded. Please allow up to 5 business days for the refund to show on your original payment method.

  -The Brick Fest Live Team 
  

  Customer Answer

  Date: 02/27/2024

  I would like to inform you of the status update. Brickfest has advised us they will be providing a refund. We really appreciate your help.

   

  Thank you

• Initial Complaint

  Date:02/05/2024

  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.

  Purchased 4 vip tickets for Feb 4th in *******. Waited 45 minutes in line to get absolutely nothing. No one directing anyone to anything Vip. A few tables set up with lego pieces on it. Several extra big figures built and roped off and a car race game that only 20 people could participate at a time. This was a huge scam and not at all what was advertised.

  Business Response

  Date: 02/05/2024

  Our mission as a company is to educate, entertain, and inspire families and children through our events. We will commit to having this feedback be part of our retrospective discussion of the production and marketing teams. As we learn and grow as a company, your honest feedback as a customer enables us to make the improvements necessary to truly impact our future attendees ensuring that all of our customerschildren and adults alikeget the quality of service and experience they deserve. Again, we sincerely apologize, this is not the kind of experience we would like you, our valued guest to have during the event.
  
  The VIP ticket includes an Event Exclusive Build, VIP Badge, and Collectible Event Pin. ******** items are available to be redeemed during the event.  If you have not received any of the items during the event. Kindly, provide us with your complete shipping address including the apt/unit number. We will gladly send you the missing VIP items.

  Customer Answer

  Date: 02/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21246645
  
  I am rejecting this response because: I am asking for a refund for the tickets I bought. This was pure deception and a big waste of time and money. $153.68 was charged to my card. Please kindly refund me the money.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/16/2024

  Your order has been refunded. Please allow up to 5 business days for the refund to show on your original payment method.

• Initial Complaint

  Date:01/15/2024

  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.

  My husband purchased three tickets to Brickfest Live in Austin, TX which cost a total of 99.03. The website promised a “********* Zone” where you can “add your creations to the blocky terrain in this collaborative building layout,” character meet ups/contestant meet ups, “and so much more!” There were none of these things. It was so poorly executed and missing major activities that were advertised.

  Business Response

  Date: 01/16/2024

  Thank you for reaching out to us. We already responded to your email and resolved this.
  

  Customer Answer

  Date: 01/19/2024

  [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 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:01/13/2024

  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.

  On 1/13/24 we attended Brick Fest Love in ***********, **. We travelled 45 minutes each way and purchased 4 General Admission tickets. The event is not at all what it represented itself to be. They oversold tickets because each of the few activities they had required standing in line for very long wait times. There was zero signage to even know what you were standing in line for. It was understaffed and filthy. The few displays were falling apart and in need of repair. It feels like a bait and switch scam and wed like our money back. Even better we think this event should cease to operate unless they have a major overhaul.

  Business Response

  Date: 01/16/2024

  Thank you for reaching out. Our mission as a company is to educate, entertain, and inspire families and children through our events. We will commit to having this feedback be part of our retrospective discussion of the production and marketing teams. As we learn and grow as a company, your honest feedback as a customer enables us to make the improvements necessary to truly impact our future attendees ensuring that all of our customerschildren and adults alikeget the quality of service and experience they deserve. Again, we sincerely apologize, this is not the kind of experience we would like you, our valued guest to have during the event. Unfortunately, we cannot process a refund for this order. Tickets are Non-Refundable unless purchased with a Ticket Protector. 

  -The Brick Fest Live Team
  

  Customer Answer

  Date: 01/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21142494
  
  I am rejecting this response because: it is absolutely within the event organizers ability to issue a refund. That is always the case in certain situations and this is one of those. We purchased 4 tickets to this event based on the marketing details provided by the event. The service we purchased based on your marketing materials was different than what we experienced in real life. We also felt like it was a health hazard because of how dirty the facility, displays and activities were. Not that we could participate in any activities since there was no signage, the employees didnt even know the layout of the event and the lines were extensive. A refund is the minimum you could provide after this terrible experience. 
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/12/2024

  Your order has been refunded. Please allow up to 5 business days for the refund to show on your original payment method. If you have any further questions/concerns. You may email us at *******************************.

  Customer Answer

  Date: 02/15/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************