BigBadToyStore

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

We apologize that the information provided lead to a misunderstanding about shipping confirmation and tracking dataOur standard business hours of operation are Monday through Friday from 7:00am to 3:30pm CSTThis package was processed after regular business hours and therefore the carrier drivers
picked up our outgoing freight for the day about hour beforehandIt is standard practice for shipping labels to be processed which will automate a shipping notice, but packages may not begin transit immediatelyOur company may process numerous packages throughout the day after our regular business hours when additional hours are permitted or necessary, so we unfortunately cannot prevent these notices from happening as they automate with each shipping carrierThe package has been processed and will be shipped accordinglyOnce again we apologize for this misunderstanding, but this is quite common with online retailers that process packages for shipping throughout the day and night, and/or weekends and holidays

There was not an internal shipping error with this order as it was shipped to the address submitted by the customerWe had stated that customers tend to forget to update their personal account information which causes their packages to be shipped to a previous address if they do not update their pending order correctly within their own account. Per our FAQ listed clearly on our website:Can I change my shipping address?Yes, but you must update your address on the main portion of your account under 'Shipping Address' AND on any open ordersIf your order has already shipped, BBTS cannot be responsible for an incorrect addressAddress changes can not be made mid-transit. At this time the customer's financial institution has filed a chargeback claim so it is now up to the financial institutions to resolve this claimWe apologize for the inconvenience that the customer has experienced but we also cannot be responsible when a customer does not update and maintain accurate personal data within their own account

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

[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.]
Revdex.com:
I have reviewed the response made by Big Bad Toy Store in reference to complaint ID *** and I appreciate their willingness to replace the part and as such consider thematter resolved but I feel it’s important to add that I'm bothered by their replyI’m bothered that they ignored addressing parts of the complaint - including their claim that the toy wasn’t a toy even though it wasAnd their claim that the minimum age for it was twice what it actually isAnd I’m bothered that they felt it was their place to lecture others on what the "intended purpose and usage of the Revdex.com" isI think that’s for the Revdex.com to decideThe Revdex.com reviews the complaints they receive before sending them to the business in questionSo if they felt my complaint against Big Bad Toy Store didn't have merit I'm certain they wouldn't have sent itLastly their accusation that I was using the Revdex.com as “leverage” is both wrong and offensive. So again, while Big Bad Toy Store has my thanks for replacing the part, their response is alarming enough that I think I would hesitate before doing business with them again in the future
Regards,
*** ***

The customer stated that their first order with our store was missing or stolen from their propertyWe unfortunately cannot determine what happened but FedEx stated the package was delivered successfullyA replacement order has been sent to the customer

I am in disbelief that this company is basing there findings on the weight of the package label the company clearly and intentionally did not place the merchandise into the box that was then shipped to meI think they should re evaluate there employees because theft is real within company'sOne of there employees/Vistitors/Guest or even family member could have removed this item for whatever reasonMy package did not appear or look in anyway shape or form to be damaged or tampered withFor this company to go as far as they have gone, to not replace or refund the item in questionfor a past and present customer speaks for how well there company is doingThey seem desperate to not take a loss or to expect a error in the companyMake me very concerned if this was done intentionally to make a profit and rip customers off

We will be sending a replacement part free of charge as a one time courtesy, although the order in reference was delivered back in July. We kindly request that our policies and procedures are recognized and understood when placing an order on our site as using the Revdex.com for leverage in this instance...

should not be warranted. This unfortunately affects the credibility of the site and the intended purpose and usage of the Revdex.com.

This matter has already been resolved successfully by our Customer Service department, thank you.

[redacted] with BBTS did a great job keeping track of the issue. He successfully arranged to have the package sent back to his company and issued a refund to my PayPal account this afternoon. He also removed my BBTS account as requested. Though I understand BBTS has no direct control over FedEx, I do wish they would have leveraged their contacts with FedEx to work on my behalf. In the end I'm getting my refund, so everything is square between us. Thanks for all your help. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

In the past, we have refunded $16,640.30 in returned merchandise from this customer as they return an overly high volume of products back to our store. Some of these returned products were actually defective and others were simply a matter of opinion and would not be considered defective. The...

customer is unable to accept pre-paid return labels via email so we must send via standard mail, which does take longer and requires patience. We have since mailed out 2 more pre-paid return labels via USPS Priority Mail today as a courtesy to the customer. The customer used highly profane and extremely offensive language when interacting with our Customer Service department via telephone which is the reasoning for screened phone calls. As soon as the merchandise is in transit we will be providing the customer with a full refund for the merchandise in reference as requested.

There was a misunderstanding with which items were being returned for a refund and why, so this matter has since been resolved accordingly.

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

Unless otherwise noted, or a down payment is required, we offer a preordering system that allows our customers to place a preorder and not actually be charged until the physical merchandise is available. The customer was charged for the items ordered back on November 26, 2014 and also had the Pile...

of Loot option enabled within their account. The Pile of Loot option allows you to hold items and ship multiple orders at one time to save on shipping. Due to the customer not releasing their order to ship, the merchandise remained in their order awaiting shipment. At this time the order has since been canceled and a full refund was granted on December 29, 2014. Please be sure to review our FAQ's as well as Terms & Conditions for a better understanding when ordering from our website, so that these situations do not arise in the future. We are always more than happy to assist our customers through our Customer Service department, as this was not a necessary complaint to file through the Revdex.com.

Thank you for the information. Upon reviewing your order, it states that we shipped the merchandise ordered which was in Sub-Standard grade packaging. This will reflect both in your order history online as well as on your paper invoice. If you would like to return the figure for a refund please...

contact Customer Service and they will be happy to assist you with that process. We have sold out of this product and no longer have any available figures to exchange, but a refund can be provided upon request. Once again if you review your order history, we shipped the correct item per our packaging guidelines. If a Standard grade figure was ordered you would have a 1 in the column under 'Standard', instead of under 'Sub'. We apologize for this inconvenience and please consider the information provided before contacting the Revdex.com as we shipped you the correct merchandise. Our Customer Service department can be reached via email ([email protected] or phone ###-###-####. Thank you again for ordering from BBTS.

Thank you for the information and we apologize that your international shipment is taking longer than anticipated to reach you. In regards to your order, this particular order was initially sent via FedEx FIMS to start with, but the final delivery will be made by your mail carrier service. We...

recently started shipping FedEx packages internationally for small, lightweight packages. This would be considered one of those formats. FedEx ships these packages to the country destination but does not finish the final delivery as that is handled by a local carrier service. Because of this matter, they unfortunately do not include tracking numbers of any kind. When shipping via USPS Air Mail, or Priority, those package often times will have tracking if the package is large or heavy enough. The order in reference was a smaller parcel which is why it was sent via FedEx and does not include a tracking number. The typical turnaround time for delivery to Canada using the most economic shipping method should be no longer than 20 business days barring any Customs delays or address complications. If Customs decides they need to hold or inspect a package for any reason, these prolonged delays can take much longer, or if the carrier cannot enter a multi-unit complex for example. It would be worthwhile to check with your local mail or post office to see if the package is being held which often times can happen too. We have had several customers contact us from Canada over the past few months regarding a slow down in the postal system. In the event your package(s) is returned to our warehouse, we will certainly contact you immediately, but I anticipate this is just a back up instead. Please also note that your package was shipped to a different address than the address that you have entered in your main account settings. Our Customer Service team would be happy to answer any additional questions for you as always.

Our Customer Service department will follow up with the customer and provide resolution options. Please note that the Revdex.com is meant to be utilized to file actual complaints about illegitimate companies and not meant to be used to report a disagreement in minor paints variances that have all been...

manufactured the same way. While we certainly respect all opinions, reporting matters such as this affect the overall credibility of the Revdex.com website purpose.

Thank you again for the information and we apologize for the inconvenience of not having any tracking, which is stated on our website when ordering. We typically only have a number that is provided for a shipment that once reaches New Jersey, is no longer traceable beyond that stage. We have reached out to the our FedEx FIMS representatives for assistance on this same inquiry in the past and they were only able to track our shipment as far as New Jersey. Your local postal worker or employee who delivers your mail to your residence will make the final delivery. If you would prefer to ship using methods that include tracking, we do offer USPS Express Mail, and UPS. While Air Mail is the least expensive option and/or economical it is also the lengthiest wait time for delivery. If a package is not claimed in a timely manner once it reaches your mail office, an unclaimed box will arrive back to our warehouse but it can take several weeks. We will gladly offer a refund if this should happen versus the package arriving to you.

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

Once again we certainly apologize for this matter but with the technology we have in place, every package is weighed in order to have a mailing label printed and affixed to the box. If the box did not contain anything but packing materials, it would not weigh 3.4 pounds. If the box was tampered with after it was dispatched from our warehouse we would be happy to assist the customer in filing a claim with the mail carrier(s).