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:08/14/2024

  Type:Customer Service 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 a set of OBEY cards from Theory 11 on 7/25/24 and then waited for them to come in the mail. They never came and I was expecting them in 3-5 business days from the order indication. I then reached out via phone during normal business hours and no one answered so I left a voicemail. My voicemail was unreturned so I then emailed. It took about 3 emails to figure out that the cards were not actually going to be shipped even though I paid for them because they were out of stock on one of the decks in the order. I then asked if they would give me the box set (which was the only set with all 3 decks in it) for the same price as the set of 3 I had purchased, but that they were now telling me was not in stock. After some back and forth they said they could give me a lousy 15% off, (which was only 5% more than the original coupon they gave me for signing up). My wife also ordered a set and then decided to return her set due to another reason, but after several emails she is still waiting on a refund and return option. I emailed them backing expressing my disappointment and how terrible the customer service was that I received and then they said they'd give me another $25 off. All in all, I've wasted so much time and the thing that could have made it right from the beginning was notification online that they were out of stock. Second, they should have not held my money for 3 weeks. Third, they should not have cancelled my order without notifying me they were out of stock and giving me an option to place another one. Fourth, I believe they should have given me the chance to get the box set $100 normally at the price of the set of three that I had ordered $50 or at least close since it was their mistake and they handled the situation very poorly. They also censor their reviews and only show the good ones which is very deceptive and bad business practice.

  Business Response

  Date: 08/19/2024

  Hi Jason,
  
  We truly apologize for all of the delays in fulfilling your order! We are currently transitioning our inventory to a new warehouse, which has unfortunately led to unexpected delays.
  
  As a result of these delays, we have issued a full refund for your order, and we will ship this order to you on the house. We sincerely apologize for the lack of communication regarding the stock status here. We understand how frustrating it is to wait without any updates, especially when the website indicated that the item was in stock at the time of your purchase. This was an oversight on our part, and we are taking steps to improve our communication and inventory management processes to prevent this from happening in the future.
  
  We have also issued a full refund for your wife's order as well and had shipped it on the house, as mentioned in our voicemail to your phone number, so both orders should now be fully refunded to the original payment method. We also see that a new order was placed for a different item on the 14th and was delivered today in your mailbox, so we sincerely appreciate your patience and understanding as we worked to resolve this situation and make sure that these issues don't happen again on future orders.
  
  If there is anything else you need please feel free to reach out to us at any time - we're always here to help in any way possible!

  Customer Answer

  Date: 08/21/2024

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

• Initial Complaint

  Date:09/19/2023

  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.

  Hello, I'd like to make a complaint against Theory11. In December 2022, I won a grand prize on their daily spin wheel. The grand prize was their escape room game called Box One and it was supposed to be signed by actor Neil Patrick H*****. For months, Casey Rudd (Director of Operations) said the game was coming but it never arrived. Then, he stopped responding to my emails in March 2023. I'm really frustrated that they can say I won a grand prize but not ever give it to me! Please let me know what I can do. Thank you! ****************** ***********************

  Business Response

  Date: 09/19/2023

  Hi Tyann,

  First and foremost, I want to sincerely apologize for the continued wait and delays on this grand prize. It's certainly not an experience that we want any of our customers, especially grand prize winners, to have with us.

  After we had sent out the first BoxONE prize, it appears that it was lost in transit, so we had to get new units signed by Neil, and since he's been traveling it's been hard to get a hold of him to sign more. We did however finally get a chance to get some more signed, along with extra NPH decks signed for the wait. These have finally just been received, so I have immediately put your package together for shipment today, with a bonus deck of signed NPH Playing Cards.

  Attached is the shipping label with tracking information so we can be absolutely sure this arrives safe and sound to your door this time around. Once again we apologize deeply for these continued delays here, and we have put extra safeguards in place to ensure this does not happen again under any circumstance. 

  Please feel free to reach out to me if you have any additional questions or concerns, and I will be sure to respond promptly with any information you need.

  Customer Answer

  Date: 09/25/2023

  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.
  
  Sincerely,
  
  Tyann M*******