Bal Seal

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*** 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*** disagrees with our posted non-refundable deposit policyEven though MrK*** 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 MrV***, we’re sorry for any confusion after the
recent closing of your Sideshow accountWe’d like to recap the status of your
Sideshow account, all recently cancelled orders, and the
pending RMA Refund
situation with your two mentioned collectiblesHere are the details,?
SIDESHOW ACCT STATUS: Your Sideshow account was
closed last Friday, 9/and cannot not be reopened at this time, given the
reasons outlined in our email to you on the same day, 9/
OPEN / PENDING ORDERS: All pending Sideshow orders
were cancelled and refunded last Friday, 9/You received email confirmations
for each of those? cancellations? / refunds
REFUND (RMA) REQUEST: ? We sent two different
sets of RMA’s -one via email and the other via USPS, on 9/for the two Raiden - sixth scale piece (SRP $299.99) pieces you purchased from us, Manufactured by Hot Toys limited but please
know we have already refunded? you for both piecesIf you would like to return these pieces regardless, please use the
pre-approved labels to return the (two) piecesIf you choose to keep one or both, please do so at no cost to you-you will not be
re-charged for the piece(s).?
To further? clarify, we wanted to acknowledge you had previously requested an exchange
for the piece(s), but later changed your mind to a refund (RMA), then back to an
exchange, then back to a refund (RMA) and that was the final decision from you,
resulting in two RMA’s being issued by our returns team, as outlined above.BONUS REFUND: We have refunded you on an additional piece, not mentioned by you --your Vampirella, premium format figure (SRP $) because you were not totally satisfied with itAgain, you will not be charged if you chose to keep the piece, and not return it
Regardless of whether you return the two Raiden pieces, and your one Vampirella figure please
know MrV***, your Sideshow account will remain closed given the reasons
outlined in our email to you on 9/We feel this will completely satisfy your
account and all recent order questions and concerns, especially with your two
Raiden pieces, and? additionally? with your Vampirella figure
If you have any questions, please feel free to reply back to the
email we sent you on 9/18? and we will work to quickly address any and all questions.?
?
Regards,
Sideshow Collectibles

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?

Dear Revdex.com staff,Mrs*** 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*** 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*** 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*** if PNC bank returns her funds to us as undeliverable, but until that time we consider this matter closed

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 me. Sideshow is a great business, and handled my issue perfectly. They absolutely deserve their accreditation. Thank you!
Regards,
E[redacted]

Mr. V[redacted], we understand your concerns and have addressed them in previous emails to you, to which you have replied. Below we will address each of them again, to ensure we haven't missed anything you've raised. Thanks 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 $599.98 for both. However 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 / order. We 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 ship. No 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 item. We hope this will satisfy all of your requests and concerns.Regards, Sideshow Collectibles

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 Sideshow. Our records show that on February 1, 2017 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-mails. A member of our eCommerce team unsubscribed the customer from all newsletter e-mails the same day he contacted us February 1, 2017.  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 chat. Best regards,Sideshow Customer SupportTell us why here...

Sideshow makes limited edition, high end statues of popular characters form movies such as Star Wars, Avengers, Batman and more. Each 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 it. The 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 link. This item is not refundable (NRD) or transferable as a roving credit as it is tied to that specific item. As Mr. K[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 deposit. At 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 Mr. K[redacted] disagrees with our posted non-refundable deposit policy. Even though Mr. K[redacted] refused our initial offer, we still would be happy to reopen his account with his $25 promo credit as offered. He just needs to contact us at [email protected]!

To whom it may concern, Mr. T** has purcha**s **veral things from Sideshow, and we would love to keep him in the Sideshow collector family. In our initial communication(s) with Mr. T** we worked hard to explain the roll of the external shipper box (aka 'brown box) and how it's...

u**d to protect the internal box and item, which it did -but totally understand Mr. T**'s initial concerns, becau** the box certainly looked weathered.Since posting this, Mr. T** has graciously accepted our $20 discount as well as another free packaging upgrade on future orders, and has expres**d he is happy with our resolution, again, given there was no damage to the product. We want to thank Mr. T** for being patient and taking the time to reply to us, and accept our offer.
Best Regards,
Sideshow Collectibles

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 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 payments. Mrs. [redacted] used two separate cards for her transactions. Refunds are processed through an automated system between one and two business...

days after the cancellation. Banking laws require that funds are returned to the original credit card / bank of the initial transaction. If an account receiving the refund has been closed, then the bank will issue a check to their former customer. If the customer cannot be located, then the funds will be returned to Sideshow within 30 to 60 days, at which time Sideshow would create a physical check for the client’s refund and send it to their last address. Mrs. [redacted] contacted us via live chat after the refund process was already completed. She was dissatisfied that we did not contact her before her refunds were processed, however it is not Sideshow’s posted policy to do so. At 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 funds. She 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. [redacted]. However, this refund process is dictated by banking laws and not poor customer service or attention to her concern. Sideshow refunded her funds back timely. We no longer have her funds. In addition, we advised her how to accelerate the remaining refund with her former credit card company. We will contact Mrs. [redacted] if PNC bank returns her funds to us as undeliverable, but until that time we consider this matter closed.

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]

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 refundable. I'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 mind. At 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 company. Thank You.

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 hosted. The code was restricted to VIP ticket holders and further limited by a duration...

window or while the limited supplies lasted. When utilizing the code, the transaction and item is secured only after selecting the check out button. If 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 followers. This resulted in the rapid depletion of the event's allocated stock. Once the stock was gone, the code and promotion expired as per the terms. We 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 event. The event details and code restrictions were explained to him at that time. Our obligation for this promotion was only to event attendees and only for the duration of the allocated inventory. We do, however, have other promotional discounts such as Free Shipping and a first order $10 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

To whom it may concern, Mr. B[redacted] is a valued collector here at Sideshow and we would love to keep him as a loyal customer. What Mr. B[redacted] outlined is fairly accurate, he referenced his 2 purchases, amount(s), coupons, communications, and the $25 discount we offered him, and we would like to...

expand on his situation with the two separate promo codes and share how we resolved this with Mr. B[redacted]. Sideshow Collectibles makes limited edition figures and statues and from time to time we offer ‘unique’ promos on unique pieces and Mr. B[redacted] would have been able to participate in the special 30% off promo with any ‘new’ order (on the special pieces) but Mr. B[redacted] had already placed his order with a 20% off promo a week before, as he outlined and it was already shipped/delivered. It’s not standard practice to automatically apply any new and/or different promo codes and/or adjust the pricing on any ‘current’ or waitlisted orders. In an effort to resolve this for Mr. B[redacted] we reached out and shared we could bend the rules and offer the difference -10% / $58 off one of the two (new) open orders Mr. B[redacted] currently has in our system. This would allow him to use the credit sooner, rather than later on a ‘future / potential’ order, which Mr. B[redacted] didn’t want to do. Mr. B[redacted] has expressed he would be happy with this resolution and thanked us for rectifying it. Best Regards,Sideshow Collectibles

Complaint: 11097888
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 cancel. Nothing has been resolved or refunded.  Please read the following:  On Jan 20, 2016, at 3:10 PM, Brennan Mount <[email protected]> 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 Coordinator2630 Conejo Spectrum St.Thousand Oaks, CA 91320 | Sideshow.comOffice: 805.214.2151 | Fax: 805.214.2190

Dear Mr. L[redacted]
We understand your concerns about the premium art prints you purchased. We 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 pencil. A specialized machine with an actual pencil scribes the print by mirroring the original signature the artist provided to us for these prints. The 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]

Hi E[redacted] thanks for being a loyal customer, and enjoying our figures over the past 4 years. We're sorry this piece had post-prototype updates that made you change your mind, but please know, we understand. Having 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 production. We hope you can quickly mark this resolution 'Satisfactory' and we can close this out. Please look for a follow up on your request tomorrow. Thanks in advance!Regards, Sideshow Support