Complaints

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

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  Throne

  1920 Mckinney Ave Dallas, TX 75201-2483

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  Throne

  651 N Broad St Ste 206 Middletown, DE 19709-6402

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:11/28/2024

  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.

  ******************************************** Transaction date: 11/27/2024. No order number was provided, however a screenshot of the receipt has been provided.This website is a popular "gift" site for twitch streamers, influences, and other content creators. I was led to believe that if I purchased a gift for someone, they would indeed receive the gift in question. What isn't immediately apparent is the "Credited" status of certain items (********************************************************************************************************************************).A reasonable person would believe, just like purchasing something from an Amazon wishlist, that they have indeed purchased a gift for someone. That it will be shipped to them in a timely manner. And that would be the end of that.Instead, I was informed by the content creator that she only received 50% of the value of the gifts I purchased, in cash to her account. This is utterly unacceptable and, regardless of their policies, unethical business practices.I have contacted their customer support in order to seek an explanation and a positive resolution to this matter. However if they are effectively scamming people with their service, that is a concern I want addressed by the BBB, regardless of what the customer support department does.

  Business Response

  Date: 12/04/2024

  Blue Makalu Inc. dba "Throne" is a gifting platform trusted by 750k+ creators. We facilitate the process of gifting items to content creators (on Instagram, ******** Twitch, ...) by ordering the gift for the creator as an intermediary between the gifter and the creator.
  
  As clearly stated in our Terms of Service, which every gifter agrees to at checkout, the cash value of a gift may be applied to the creators Throne balance instead of receiving a gift when any of the following occurs:  (i) a fan purchases a gift from an unverified store; (ii) the creator is located in an unsupported jurisdiction;(iii) a gift purchased by a fan is not processed by Throne within six weeks of purchase; (iv) contributions for a Crowdfunded gift exceed the purchase price;(v) a gift order is cancelled or refunded by the partner store or (vi) Throne approves the cash payout option at its sole discretion.
  
  The customer purchased the following three gifts for a creator on our platform:
  1) Etsy | Handmade Women's Lambskin Leather jumpsuits
  This merchant is a verified store; therefore, we have placed an order for delivery of a physical gift in accordance with our Terms of Service.
  

  2) Dynasty | Black & Gold Boots
  This merchant is NOT a verified store; therefore, we credited the gift amount to the creators Throne balance in accordance with our Terms of Service. This item was clearly marked as payout when the customer added it to their cart.

  3) Aftercare | Yellow Gold Charm
  This merchant is NOT a verified store; therefore, we credited the gift amount to the creators Throne balance in accordance with our Terms of Service. This item was clearly marked as payout when the customer added it to their cart.
  
  In conclusion, the creator will receive one physical gift and they have received a credit to their Throne balance for the two remaining gifts, in accordance with our Terms of Service. **************************************

  Customer Answer

  Date: 12/04/2024

  I have reviewed the business response and accept this resolution. Thank you for clarifying. It appears that the creator misunderstood Throne policies and led to an overreaction on my part on her behalf.

  Please accept my sincere apologies for any disruption this complaint has caused. Thank you. Take care and be well.

• Initial Complaint

  Date:11/15/2024

  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.

  On Thursday November 14th the business "Throne" banned my account and sent me the following email message: "We regret to inform you that your Throne account has been suspended, effective immediately due to violations of our Terms of Service. This decision is final and irreversible and we are unable to comment further on the situation or provide further details. Your account has been identified to contain fraudulent activity." I am concerned that the fraudulent activity may be identity theft. Throne refuses to provide me information about what the fraudulent activity is. I have been corresponding with the Support Manager who has opened a support ticket #*****. The Support Manager and Throne have refused to tell me about the fraudulent activity on my account. I am not seeking to get my account reinstated, I am merely seeking to get the fraudulent activity identified so I can protect myself from potential identity theft. It is unreasonable for a business to tell a customer that there is fraudulent activity on their account without identifying what that activity is. If you went inside a bank and they accused you of being a thief, you would want to know why, and if they refused to tell you, you would be concerned that someone had committed identity theft. Throne is preventing me from protecting myself from potential identity theft. I merely seek to know what activity they identified on my account they consider fraudulent, and for them to alter a system they have that apparently accuses customers of fraud and then hides information about that fraud from the customers. If I know what fraudulent activity they identified, then I will be able to potentially protect myself; knowing that they saw fraudulent activity but being unable to do nothing about it puts me at risk.

  Business Response

  Date: 11/21/2024

  Hello,

  As outlined in the attached email, the account was banned due to suspected fraud AND/OR a violation of our Terms of Service.

  Please note that we are not obligated to provide additional details regarding the specific reason for the ban. This policy is clearly stated in our Terms of Service, which every user agrees to when creating an account or completing a transaction on our platform.

  Thank you,

  Throne Team

  Customer Answer

  Date: 11/21/2024

  I am rejecting this response because:   This business did not accuse me of "fraud and/or a terms of service violation", they accused me of fraud. Fraud is a crime. If a business accuses a customer of a crime, they deserve to know why the business thinks they committed a crime. Additionally, I know I did not commit a crime; if there was a crime committed on my account, it was not by me, and therefore it was identity theft. The business has assured me that they do not believe there was a risk of identity theft, but if they accuse me of fraud and I know I did not commit fraud, it has to be identity theft, and I have a right to know any ways in which my identity may have been stolen. By not sharing information about the supposed fraud they are preventing me from protecting myself. This business, and any business, has every right to not do business with any person for whatever reason. If they had told me that my account was banned because of a terms of service violation that would be fine. If they wanted to ban me for no reason at all, that would be fine. What is not fine, is accusing me of fraud. I am not seeking a reinstatement of my account, I am only seeking for the business to provide me information on the fraud, or admit that there was no fraud and that they banned me for a terms of service violation or some other reason. It is not acceptable for any business to hide fraud on a customers account from that customer.

  Business Response

  Date: 11/22/2024

  We previously provided a screenshot of the email in question which was sent to this individual.

  It clearly states, "your account has been banned due to suspected fraud and/or a violation of our Terms of Service."

  Customer Answer

  Date: 11/23/2024

  I am rejecting this response because:   the business' response is false. I have attached a screenshot from the original email the business sent me that states  "Your count has been identified to contain fraudulent activity". This proves that the business is being untruthful when they state that my bank could have been for fraud or a Terms of Service violation; they have clearly stated it was for fraud. While I still maintain I did not do anything to violate the Terms of Service, if the business is willing to state that they believe my account was banned due to a Terms of Service violation rather than fraud, I will accept that response. If the business continues to maintain that I committed fraud, I cannot accept that response without more information. As it stands, I have an email from the business accusing me of fraud and they refuse to provide me further details. I will state again: I do not seek to have my account reinstated, I do not seek to argue with the business about their right to ban me. I merely  want them to either 1) tell me the ban was for something other than fraud or a crime or 2) provide me information about the fraudulent activity on my account. If the business continues to maintain that I committed fraud and refuses to provide information I am forced to continue pursuing this through third parties and governments agencies to provide myself the means to protect myself from the supposed fraud on my account. 

• Initial Complaint

  Date:07/17/2024

  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.

  On July 12 I purchased an iPhone to be shipped as a gift for a friend on the Throne (aka Blue Makalu) website. The phone was to be shipped to a freight forwarder and then sent to my friend.After the purchase was completed, we learned that the freight forwarder would be unable to ship to my friend's location.On July 14 I emailed customer support at ******************************************* to explain the problem. My friend also did the same thing. We both requested that the order should be cancelled, and a refund issued. We got no response.On July 15, AFTER we had informed Throne/Blue Makalu that we wanted to cancel the order, the order was shipped to the freight forwarding company anyway.On July 16, I sent another message to customer support, asking for an explanation.I have still not gotten any response. Not a "were sorry." Not an explanation. Not a hello. Nothing. Ghosted.This is NOT an example of any kind of customer service, certainly not of quality service.Please own up to your mistake and issue a refund!

  Business Response

  Date: 07/18/2024

  Blue Makalu Inc. dba "Throne" is a gifting platform trusted by 550k+ creators. We facilitate the process of gifting items to content creators (on ******************* Twitch, ...) by ordering the gift for the creator as an intermediary between the gifter and the creator.

  This is how Throne works:
  1. The creator adds gifts to their wishlist before sharing it with their followers.
  2. The fan buys one of the gifts to show their support for the creator.
  3. Throne initiates the process of the order and the shipment.

  The customer purchased a gift for a creator on our platform (Blue Makalu, dba Throne. The item was ordered from the merchant and was shipped by the merchant in accordance with our Terms of Service: **************************************

  The item is still in transit to the recipient's destination address and **** tracking information has been provided to the gift recipient directly.

  Our Terms of Service (ToS) clearly state that we are not responsible for the quality and delivery of the gift but that the vendors are. Each gifter accepts these ToS during the checkout process. We also advise against using any type of mail or freight forwarding service as we are unable to assist with any lost packages, damages, or other issues caused by these third-party services. *******************************************************************************************************************************

  Customer Answer

  Date: 07/18/2024

  I am rejecting this response because:   

  Both the gift recipient and myself notified you before the item was shipped that we needed to cancel the order. You never responded, and you shipped it anyway.

  I am well aware of your "terms of service." Those terms specifically state that the recipient can cancel an order before it is shipped, and request that a refund be issued to the purchaser.

  Your customer service department dropped the ball. Either they don't read their messages, or they don't care. You do not provide any means of communication other than email, and it appears that no one reads those emails and/or no one cares about them. This order should have been stopped and cancelled before it was ever shipped.

  Business Response

  Date: 07/19/2024

  As explained in our FAQ (******************************************************************************************************) we often cannot cancel or change an order after it has been placed. If the item is not received, the creator can submit a list item claim and we will attempt to obtain a refund from the merchant; however, as stated in our ToS (7.2.10): Throne is not responsible for any gift lost in transit, stolen after delivery, or lost due to an incorrect, incomplete, or outdated address, a PO box address, or an otherwise non-residential address. It is the responsibility of the user/creator to make sure that their address is correct before an order is placed.

• Initial Complaint

  Date:07/01/2024

  Type:Billing 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.

  Complaint to the Better Business Bureau Company: Throne Nature of Complaint: Fraudulent Account Closure and Funds Withholding I am writing to formally lodge a complaint against Throne regarding fraudulent practices. Throne abruptly closed my account, which had a balance of over $1,000 from gifts, without any prior warning or justification. When I sought an explanation, I was referred to a Terms of Service (TOS) page that is non-functional and displays only a blank, white screen.Furthermore, when I attempted to address this issue through their chat support, I was immediately banned and muted after simply saying hello, clearly indicating an attempt to silence me. I have documented evidence, including screenshots, that corroborate these events. Thrones actions demonstrate a deliberate effort to withhold funds and avoid accountability.Additionally, I have been banned from their Discord and Gmail channels, further preventing any resolution or communication. These actions constitute fraudulent behavior and must be addressed promptly.Requested Resolution:1.Immediate reinstatement of my account.2.Full restitution of the funds withheld.3.A formal explanation and apology for the mishandling of my account and the unjust bans.I appreciate your prompt attention to this serious matter.Sincerely,*****************

  Customer Answer

  Date: 07/02/2024

  After submitting my initial complaint and attempting to contact them again on their Discord, I was immediately banned. Furthermore, Throne closed my other accounts, which I believe was a targeted action against me. These accounts also had significant balances, bringing the total amount of funds withheld to over $5,000. This clearly indicates that Throne was aware of my accounts ahead of time and of the funds in my accounts and intentionally acted to defraud me.

  Business Response

  Date: 07/03/2024

  The customer agreed to abide by our Terms of Service (attached) when creating an account on our platform. The customer violated our Terms of Service and therefore their access to our services were terminated. All pending gifts/orders were refunded to the original payment method, also in accordance with our Terms of Service.

  Customer Answer

  Date: 07/03/2024

  I am rejecting this response because:   I am writing to address the response I received from Throne regarding the alleged violations of their Terms of Service (***). I must emphasize the following points:
  
  1.Non-Functional *** Link: The *** link provided by Throne has never worked. Throne claims it was a mobile issue, but as I do not own a laptop, I had no means of verifying this. It is unreasonable to expect users to access a *** that is inaccessible through standard mobile devices.
  2.No Justifiable Cause for Account Closure: After gaining access to the ***, I meticulously reviewed its contents and found no valid reason for the closure of my accounts. ********************* actions appear to be a deliberate attempt to commit fraud. My gifts were received as any goods or services purchased for a creator through the Services, as stated in the ***.
  3.Systematic Withholding of Funds: The primary reason I had a significant balance in my Throne account was due to an inability to connect Stripe, which I now suspect was intentionally obstructed by Throne. This suggests a premeditated effort to prevent me from accessing my funds, allowing Throne to seize the balance by closing my accounts.
  ********* of Targeted Actions: I have been using Throne for almost a year and have previously contacted their support on Discord, including providing them with my profile details. When my account balance was minimal, Throne took no action. However, they closed my account as soon as the balance became substantial, indicating they were monitoring my funds to identify the optimal moment to commit fraud.
  
  These actions collectively demonstrate a systematic approach to defraud users by withholding funds and blocking access to accounts under false pretenses.
  
  Requested Resolution:
  
  1.Immediate reinstatement of my accounts.
  2.Full restitution of the funds withheld, totaling over $5,000.
  3.A formal explanation and apology for the mishandling of my accounts and the unjust bans.
  
  I appreciate your prompt attention to this serious matter and look forward to your swift resolution.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 07/03/2024

  The customer agreed to abide by our Terms of Service (attached) when creating an account on our platform.

  The customer violated our Terms of Service and therefore their access to our services were terminated.

  All pending gifts/orders were refunded to the original payment method, also in accordance with our Terms of Service. See proof of the refunded payments attached. 

  The customer's claim that we banned them from communicating with us is false. See proof of email communication attached. 

  The customer's claim that they were unable to access our Terms of Service is false. See proof of email communication with ToS attached via PDF. 

  Business Response

  Date: 07/04/2024

  This customer is committing fraud, they created 33 accounts on our platform to actively impersonate famous content creators to receive funds for copyrighted content which they do not own. For each of the 33 accounts, this person uploaded their government-issued ID; there is no question that they have committed fraud and we are well within our Terms of Service to remove these fraudulent profiles from our platform and return the funds to the cardholders which we have done.

  Customer Answer

  Date: 07/05/2024

  I have just reviewed my emails and realized that I have been using Throne since November 2022. Its surprising how time flies. Despite my extensive use of your platform, I have thoroughly searched through the Terms of Service and still cannot find any reason that justifies the closure of my accounts.
  
  I request a detailed explanation of the specific TOS violations you claim I have committed, as my review has found no basis for your actions.

  Customer Answer

  Date: 07/05/2024

  Additionally, it is important to note that any references to the Terms of Service are moot, as the *** link on your website has never functioned properly. As such, it is unreasonable to hold users accountable to a *** that has been inaccessible.

  Customer Answer

  Date: 07/08/2024

  I have never impersonated anyone. I manage a Discord server with over ******* members, and all my gifts are received from them. I am perplexed as to why you mention up to 33 accounts, I never uploaded my ID to 33 accounts!! I know this Especially since more than half of the accounts that were banned were never used. The accounts that were active were created because you introduced a VIP shipping option that added an extra 2$ to the cost of 3.99$ gifts for accounts that reach over 200$ in gifts which was obviously another target to get more money FROM ME!! which is fraud, necessitating the creation of new accounts. You guys keep making false arguments, which is considered a threat! LET ME MAKE THIS CLEAR AGAIN I NEVER IMPERSONATED ANYONE AND YOU HAVE NO PROOF OF ME DOING SO BECAUSE YOU ARE LYING!

  Customer Answer

  Date: 07/08/2024

  I am rejecting this response because:   I have never impersonated anyone. I manage a Discord server with over ******* members, and all my gifts are received from them. I am perplexed as to why you mention up to 33 accounts, especially since more than half of them were never used. The accounts that were active were created because you introduced a VIP shipping option that added an extra $2 to the cost of an 3.99$, which was obviously targeting me, to commit fraud necessitating the creation of new accounts. (if i sent this twice then the wifi glitched it)

  Customer Answer

  Date: 07/08/2024

  I would also like to clarify that my use of popular domain names and vanity URLs is solely to attract views which isnt against any law and not to impersonate anyone. At no point have I engaged in impersonation saying im someone that im not

  Customer Answer

  Date: 07/08/2024

  I would also like to clarify that my use of popular domain names and vanity URLs is solely to attract views which isnt against any law and not to impersonate anyone. At no point have I engaged in impersonation saying im someone that im not

  Customer Answer

  Date: 08/19/2024

  Thanks

• Initial Complaint

  Date:12/18/2023

  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 ordered gifts for one of my favorite streamers, from Twitch, via this gift company. I purchased 4 gifts. The first three totaled ****** including shipping. The fourth was ***** with shipping. Throne.com sends receipts as "Blue Makalu Inc". These prices were exactly listed on receipts from both the site, the secondary confirmation, and my actual bank charges. Several days later, the streamer contacted me because Throne told them the order was cancelled and I had not paid shipping. I contacted Throne and they said the items cost more than what was listed, but refused to give me the correct price, denied me any information, and refuses a refund. The streamer says they told her it was at least sixty more dollars which I would not have paid. I filed a complaint with my bank and now with you as this should be illegal. I did not authorize the gifts at any other price than what was listed, would not have paid that, was given false information, and now am being refused accurate information and told that they do not do refunds to purchasers.

  Business Response

  Date: 01/24/2024

  Blue Makalu Inc. dba "Throne" is a gifting platform trusted by 350k+ creators. We facilitate the process of gifting items to content creators (on ******************* Twitch, ...) by ordering the gift for the creator as an intermediary between the gifter and the creator.

  This is how Throne works:
  1. The creator adds gifts to their wishlist before sharing it with his followers.
  2. The fan buys one of the gifts to show his support for the creator.
  3. Throne initiates the process of the order and the shipment.
  
  As explained to *************** during our interactions with him, Creators are responsible for listing the correct item price when they add an item to their wishlist which includes the shipping cost, taxes, and base price of an item. If Throne attempts to purchase a gift on behalf of the follower (*************** in this case) and there are not enough funds to make the purchase, the follower can either pay the difference or we will credit the item to the creators Throne Balance.

  In this case *************** did not wish to pay the difference and we credited the amount to the Creators Throne Balance, as per our Terms of Service (ToS).
  It is clearly stated in our  (which *************** agreed to at checkout) that followers cannot initiate cancellations or refunds of gifts purchased on Throne. Creators can choose to initiate refunds to their followers, but this is at the creators sole discretion. In this case,the creator decided NOT to refund the follower (***************) and instead used the funds to purchase the gift item themselves. We have fulfilled our service and believe that this claim is baseless.

  Our Blue Makalu Inc. dba "Throne" is a gifting platform trusted by 350k+ creators. We facilitate the process of gifting items to content creators (on ******************* Twitch, ...) by ordering the gift for the creator as an intermediary between the gifter and the creator.
  This is how Throne works:
  1. The creator adds gifts to their wishlist before sharing it with his followers.
  2. The fan buys one of the gifts to show his support for the creator.
  3. Throne initiates the process of the order and the shipment.
  
  As explained to *************** during our interactions with him, Creators are responsible for listing the correct item price when they add an item to their wishlist which includes the shipping cost, taxes, and base price of an item. If Throne attempts to purchase a gift on behalf of the follower (*************** in this case) and there are not enough funds to make the purchase, the follower can either pay the difference or we will credit the item to the creators Throne Balance.
  In this case *************** did not wish to pay the difference and we credited the amount to the Creators Throne Balance, as per our Terms of Service.
  It is clearly stated in our Terms of Service (which *************** agreed to at checkout) that followers cannot initiate cancellations or refunds of gifts purchased on Throne. Creators can choose to initiate refunds to their followers, but this is at the creators sole discretion. In this case,the creator decided NOT to refund the follower (***************) and instead used the funds to purchase the gift item themselves. We have fulfilled our service and believe that this claim is baseless.
  

  Our ToS and cancellation policy documents are attached for your reference.

  Terms of Service: (******************************************)
  Relevant FAQ: ****************************************************************************************