Bal Seal

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10787067, and find that this resolution is satisfactory to me Regards, H [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10786875, and find that this resolution is satisfactory to me Regards, L [redacted]

Dear Revdex.com,Sideshow did not offer or advertise this promotion to our collectors directly through any of our marketing channels.This promotion and code was strictly for a physical VIP Theater event that Nerdist.com hostedThe code was restricted to VIP ticket holders and further limited by a duration window or while the limited supplies lastedWhen utilizing the code, the transaction and item is secured only after selecting the check out buttonIf any of the ticket holders did not select the check out button prior to the stock depletion and code expiration, regardless if the item was in their cart, then they would not be able to complete their order.Nerdist.com erroneously released a portion of the offer, without permission, through their Twitter channel to their followersThis resulted in the rapid depletion of the event's allocated stockOnce the stock was gone, the code and promotion expired as per the termsWe contacted Nerdist.com to alert them of the error and to immediately delete the post.When Mr [redacted] called to inquire about the code, we verified that he was NOT a ticket holder of the Hollywood, CA based eventThe event details and code restrictions were explained to him at that timeOur obligation for this promotion was only to event attendees and only for the duration of the allocated inventoryWe do, however, have other promotional discounts such as Free Shipping and a first order $discount that our Customer Service Manager would be happy to extend to Mr [redacted] if he remains interested in the items.Best regards,Sideshow Customer Service Team

Complaint: I am rejecting this response because: Regards, M [redacted] In regards to my complaint, no refund has been given as I have checked my credit card statements Further to that, the following email was received stating that the company would not refund my money if I chose to cancelNothing has been resolved or refunded Please read the following: On Jan 20, 2016, at 3:PM, Brennan Mount wrote:Hello Mark, Thank you for your emailPlease know that if you would like to cancel your order, we can absolutely do that for you However, your NRD would not be returned to you if it is canceledPlease confirm if you would like to proceed with the cancellation Best regards,Brennan Mount Brennan Mount | Returns CoordinatorConejo Spectrum St.Thousand Oaks, CA | Sideshow.comOffice: | Fax:

Sideshow makes limited edition, high end statues of popular characters form movies such as Star Wars, Avengers, Batman and moreEach edition is limited in number and offered for pre-order to our clients up to six months to a year in advance of their completionSince we are creating an item specifically to fulfill a collector’s pre-order, we do ask for a Non-refundable deposit at the time of pre-order to make sure that the collector is serious about their choice before we reserve an item from the edition for them and begin to create itThe collector must agree to this non-refundable deposit before check out and this is further defined on the ordering page, with a pop up definition and linkThis item is not refundable (NRD) or transferable as a roving credit as it is tied to that specific itemAs MrK [redacted] states, he has already contacted us with this same grievance at an earlier time and we have, in good faith, extended a customer courtesy to him to reallocate a depositAt that time, he was reminded that the deposits are non-refund able and tied to his specific order and to be sure in the future which item he wants to actually purchaseWe apologize if MrK [redacted] disagrees with our posted non-refundable deposit policyEven though MrK [redacted] refused our initial offer, we still would be happy to reopen his account with his $promo credit as offeredHe just needs to contact us at [email protected]!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11024737, and find that this resolution is satisfactory to meSideshow is a great business, and handled my issue perfectlyThey absolutely deserve their accreditationThank you! Regards, E [redacted]

I just checked the NRD policy on Sideshow's website and nowhere does it state explicitly that it is tied to a specific order apart from the deposit not being refundableI've paid an NRD for products from you previously and fully understand that it's a deposit that is paid to reserve a specific product I think it's bad business for customers like myself as I'm pretty sure I'm not the only person that feels this way for someone to pay an NRD and then months or maybe a year later change their mindAt the very least make it more clear to the customer that the deposit can't be transferred to another order in the event that someone decides to no longer commit to the product Out of merit I no longer wish to do business with this companyThank You

Sideshow makes limited edition, high end statues of popular characters form movies such as Star Wars, Avengers, Batman and moreEach edition is limited in number and offered for pre-order to our clients up to six months to a year in advance of their completion.? Since we are creating an item specifically to fulfill a collector’s pre-order, we do ask for a Non-refundable deposit at the time of pre-order to make sure that the collector is serious about their choice before we reserve an item from the edition for them and begin to create itThe collector must agree to this non-refundable deposit before check out and this is further defined on the ordering page, with a pop up definition and linkThis item is not refundable (NRD) or transferable as a roving credit as it is tied to that specific itemAs MrK [redacted] states, he has already contacted us with this same grievance at an earlier time and we have, in good faith, extended a customer courtesy to him to reallocate a depositAt that time, he was reminded that the deposits are non-refund able and tied to his specific order and to be sure in the future which item he wants to actually purchase.? We apologize if MrK [redacted] disagrees with our posted non-refundable deposit policyEven though MrK [redacted] refused our initial offer, we still would be happy to reopen his account with his $promo credit as offeredHe just needs to contact us at [email protected]!

Dear MrL [redacted] We understand your concerns about the premium art prints you purchasedWe apologize if the description of the artist signature on the print was not as clear as to what it was, and the process in which the prints are signed Our prints feature a mechanical reproduction of the artist signature in pencilA specialized machine with an actual pencil scribes the print by mirroring the original signature the artist provided to us for these printsThe industry term for this process is 'penciled signature,' which is why our original description was 'Authorized penciled artist signature' on our product pages featuring the prints, as opposed to 'individually hand-signed artist signature', indicating each one was hand signed by the artist --which would have also resulted in a significantly higher retail price We have since updated the description and removed the 'industry term', in order to better describe the signature, so you may see updated descriptions now referencing 'digital signature' or 'mechanically scribed pencil signature' in order to more accurately describe the signature process and style for our collectors If you feel that the mechanically scribed pencil signature changes the nature or enjoyment of your Sideshow limited edition prints and you wish to return them for a refund, please contact us ([email protected]) and we will expedite a pre-paid label for the prints safe return Thanks for taking the time to read our reply, we hope that you do choose to keep your limited edition, premium art print in your collection Best Regards, R [redacted]

Hello, We sincerely apologize for the inconvenience caused by any unwanted correspondence that may have been received Rest assured, at this time we’ve made arrangements so that this customer will not receive any further communications from Sideshow Please note, should any additional purchases be made with Sideshow, no communication will be sent to this customer This includes order confirmations, tracking information, arrival notices, and all other correspondence related to orders The customer would need to contact Sideshow and specifically request that account notifications be enabled should he wish to receive any additional correspondence from SideshowOur records show that on February 1, this customer called in and spoke with one of our Support representatives The ticket we have for this communication indicates that the customer inquired as to why he had stopped receiving notification e-mails for his account The representative noted that the customer wanted to be unsubscribed from the newsletter e-mails but still wished to receive correspondence related to his account Our representative promptly submitted a request to our eCommerce team to have him unsubscribed from all newsletter subscriptions She also contacted a member of our IT team to inquire as to why the customer had stopped receiving account notification e-mailsA member of our eCommerce team unsubscribed the customer from all newsletter e-mails the same day he contacted us February 1, Shortly after this customer was unsubscribed, a member of our IT staff re-activated his account notification e-mails as the customer requested Due to a technical issue, re-activating the account notification e-mails inadvertently re-subscribed the customer to the newsletter Sideshow regrets this error and corrected it immediately after this complaint was submitted We have no record of the customer having any correspondence with a manager at Sideshow Sideshow strives to offer a high level of service and we always want to help as best as possible Any unwanted correspondences received by this customer were the result of a technical issue which Sideshow corrected after being made aware of this complaint All customers can unsubscribe from the e-mail newsletter via a link in any e-mail they receive from Sideshow, via logging into their online account, by calling Sideshow, or via live chatBest regards,Sideshow Customer SupportTell us why here

Hi E [redacted] thanks for being a loyal customer, and enjoying our figures over the past yearsWe're sorry this piece had post-prototype updates that made you change your mind, but please know, we understandHaving changes to our prototypes is rare, but it happens, and we always do our best to outline the changes on the product pages, and give customers options with the order(s)On that note, It appears you submitted an email to our support team, to have your order refunded given the change on the piece, and your history with Sideshow, and that has yet to happen.Our suggested resolution is exactly what you have requested; we would be happy to grant you a refund on all payments -including your NRD, given the changes to the prototype in productionWe hope you can quickly mark this resolution 'Satisfactory' and we can close this outPlease look for a follow up on your request tomorrowThanks in advance!Regards, Sideshow Support

Dear Revdex.com staff,Mrs [redacted] had an order with us on a flexible payment plan but cancelled it online after she had completed a non-refundable deposit and three paymentsMrs [redacted] used two separate cards for her transactionsRefunds are processed through an automated system between one and two business days after the cancellationBanking laws require that funds are returned to the original credit card / bank of the initial transactionIf an account receiving the refund has been closed, then the bank will issue a check to their former customerIf the customer cannot be located, then the funds will be returned to Sideshow within to days, at which time Sideshow would create a physical check for the client’s refund and send it to their last addressMrs [redacted] contacted us via live chat after the refund process was already completedShe was dissatisfied that we did not contact her before her refunds were processed, however it is not Sideshow’s posted policy to do soAt the time of contact, the representative explained to her that the funds already were transferred from Sideshow back to the original credit cards and that it would be best if she pursued her former card company to assist her in connecting her with the remaining portion of her fundsShe thanked our representative for the information but then later informed us that she was contacting the Revdex.com to get her refund back.I understand that this is not the ideal situation for Mrs***However, this refund process is dictated by banking laws and not poor customer service or attention to her concernSideshow refunded her funds back timelyWe no longer have her fundsIn addition, we advised her how to accelerate the remaining refund with her former credit card companyWe will contact Mrs [redacted] if PNC bank returns her funds to us as undeliverable, but until that time we consider this matter closed

Dear J [redacted] we're reviewing what actions were taken on your account, after the cancellationWe're expecting to see the refund we attempted to issue on the 21st went through, as mentioned in our reply? The email you referenced in your reply, was dated the 20th, which doesn't include the refund, so we understand the confusion -especially if the refund (from the 21st) has yet to go through.? Let us work investigate this on our end, and once that refund for $goes through, we hope you will mark this resolved.? Thanks in advanced,? Sideshow Support?

Complaint:
I am rejecting this response because:
Regards,
M*** ***
In regards to my complaint, no refund has been given as I have checked my credit card statements Further to that, the following email was received stating that the company would not refund my money if I chose to cancelNothing has been resolved or refunded Please read the following: On Jan 20, 2016, at 3:PM, Brennan Mount wrote:Hello Mark, Thank you for your email. Please know that if you would like to cancel your order, we can absolutely do that for you. However, your NRD would not be returned to you if it is canceled. Please confirm if you would like to proceed with the cancellation. Best regards,Brennan Mount Brennan Mount | Returns CoordinatorConejo Spectrum St.Thousand Oaks, CA 91320 | Sideshow.comOffice: | Fax: 805.214.2190

Hi E*** thanks for being a loyal customer, and enjoying our figures over the past yearsWe're sorry this piece had post-prototype updates that made you change your mind, but please know, we understandHaving changes to our prototypes is rare, but it happens, and we always do our best to outline
the changes on the product pages, and give customers options with the order(s)On that note, It appears you submitted an email to our support team, to have your order refunded given the change on the piece, and your history with Sideshow, and that has yet to happen.Our suggested resolution is exactly what you have requested; we would be happy to grant you a refund on all payments -including your NRD, given the changes to the prototype in productionWe hope you can quickly mark this resolution 'Satisfactory' and we can close this out. Please look for a follow up on your request tomorrowThanks in advance!Regards, Sideshow Support

MrV***, we understand your concerns and have addressed them in previous emails to you, to which you have repliedBelow we will address each of them again, to ensure we haven't missed anything you've raisedThanks in advance, for reading through each, and confirming. Two Raiden Figures: As outlined in the previous response, you have been refunded all monies paid for those pieces -the cost was $for bothHowever we understand you have returned one of the pieces, by choice, thank you for that.Itemized Refunds / CC List : As you mentioned, we did in fact sent you a confirmations for each refund, on each piece / orderWe have asked our billing team to highlight which card each (refund) was issued to, and send that via our ongoing email chain.Thor Premium Format: You indicated to us this in a previous email that you are happy to receive your Thor Premium format piece, once it's ready to shipNo changes on the return of that piece.Sideshow Rewards Points: As outlined inour previous email(s), we are unable to convert points to cash as outlined in the terms and conditions of the program, which you agreed to. (i.e"Points have no cash value")Vampirella Premium Format: We understand you have a cracked base, and we're terribly sorry for that, As outlined in a previous email, and our first Revdex.com reply, we have refunded you for the Vampirella piece -the cost was $399.00.Again, we're sorry for any confusion regarding the refunds, account closure and the outstanding itemWe hope this will satisfy all of your requests and concerns.Regards, Sideshow Collectibles

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10787067, and find that this resolution is satisfactory to me
Regards,
H** ***

Dear MrJ*** we understand you had some concerns about this beautiful piece, and we want you to be totally happy, and that meant canceling the piece before you received it As you may know, the $(non-refundable) deposit was refunded on 1/21, and per your wishes, we have closed your
second account - it appears your first account was closed as well, per your wishes. Please let us know if you have any questions. Sideshow Management Team

Hello, This customer pre-ordered the Geralt of Rivia Statue on September 20, 2016. This item was offered in two different versions (an Exclusive edition of pieces worldwide and a Collector edition of piece worldwide)The exclusive version shipped with an alternate swap out
portrait. At the time this customer’s order was placed, the Exclusive version of the product was no longer available for pre-order via our website. As such, it was not possible for the Exclusive version to be pre-ordered. The customer completed checkout and pre-ordered the Collector edition of the productUnfortunately, a customer service representative incorrectly informed the customer on October 13, that his pre-order was for the Exclusive version of this product, even though it was for the Collector edition. This was the result of human error and an honest mistake by the representative which we regretOur Returns Coordinator D*** spoke with the customer on November 17, and apologized for the misunderstanding. The customer has been provided with a prepaid shipping label so that he can return the item at no cost for a full refund. As of December 1, the customer has not returned the item and has not contacted us requesting further assistance. Upon receipt of the item a full refund will be issued

Dear MrW*** ** understand your concerns about the premium art print you purchasedWe apologize if the description of the artist signature on the print was not as clear as to what it was, and the process in which the prints are signed
Our prints do not have a fake signature, they feature a
mechanical reproduction of the artist signature in pencilA specialized machine with an actual pencil scribes the print by mirroring the original signature the artist provided to us for these printsThe industry term for this process is 'penciled signature,' which is why our original description was 'Authorized penciled artist signature' on our product pages featuring the prints, as opposed to 'individually hand-signed artist signature', indicating each one was hand signed by the artist --which would have also resulted in a significantly higher retail price
We have since updated the description and removed the 'industry term', in order to better describe the signature, so you may see updated descriptions now referencing 'digital signature' or 'mechanically scribed pencil signature' in order to more accurately describe the signature process and style for our collectors
If you feel that the mechanically scribed pencil signature changes the nature or enjoyment of your Sideshow limited edition print collection and you wish to return them for a refund, please reach out to us(***@sideshow.com), and we will expedite a pre-paid label for the prints safe return
Thanks for taking the time to read our response, we hope that you do choose to keep your limited edition, premium art print in your collection
Best Regards,
R*** ***