BigBadToyStore

I have used BBTS at man different times and I am VERY satisfied with all the different products that I have received. They are packed very carefully and I have never received a product that wasn't in GREAT condition. I will continue to purchase my collectibles from them and highly recommend to others!!

Review: I ordered an action figure from this company on 11/27/15. I received it on 12/5/15. I was very excited to receive this figure. It cost $171 with shipping. I don't open my figures. I'm a collector of in package figures. Well, while on a website I noticed many others saying the figure had quality issues. I opened the product to inspect it and sure enough the figure had sloppy paint on it. The figures face was deformed. I was upset, but figured THIS reputable company would at least swap it for me. I emailed them on 12/7/15. I got a response from CSR [redacted] who told me that "yes" the figure has that common issue of looseness and sloppy paint. I responded on 12/8/15 asking can I at least get a replacement head or can I swap it out. Today I got a nasty reply from [redacted] stating that due to me opening the box that he will not help me further and that I should sell it to recoup my lost. Really? I have the emails with him saying this. I won't a full refund and a sincere apology. That was rude! If you know this figure has issues why not state it on the product page? Also why not let your customers know you will not refund them? This is sad! I never played with the figure. I just opened it to inspect it! I'm done patronizing this company. I'll do business else where. I what my refund or a replacement!Desired Settlement: Honestly I either want a refund or a prepaid return of the item. I would have Never bought this if I had known this.

Business

Response:

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.

Business

Response:

A refund will be provided upon receiving the merchandise back to our warehouse.

Consumer

Response:

[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.]

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] But, I will let Revdex.com know how this ended.

Review: I placed 2 orders with bbts the one order number is 10662012 the other is 10719055. The first order I placed 3 of the 5 items that I got came to me damaged and broken. I called and told them about the problem and I also asked for them to mail me out a return label on 4/27/15. They first sent one by UPS and they said I need to wait 2 days for it. I called them back at 3 days and told them that I ever got it. I was told that they would be sending 1 more out by UPS and I should get it in 2 more days and I was told aswell that they would be sending one out by the USPS. All 3 of them I NEVER got. I called them today and I tried to talk to [redacted] because order number 10719055 I these got yesterday and came to me damage aswell. I was talking to [redacted] and she was not letting me talk to [redacted] and even when I asked for him later on in the call she was being very rude and talking over me. I have I say $700.00+ worth of damage and broken goods that they sent to me that they are not letting me send back what so ever. I need this taking care of ASAP do to how long I bean waiting already. Also to note I had problems with these company before being rude, canceling my pre orders and then relisting them for $100.00 over what they were first asking and things like this sending me opened and used or broken stuff that was NEVER listed. I am Very upset with this company as a hole and I hope this get taken care of.Desired Settlement: I am looking THESE to get the return label that I bean asking for weeks now. That's all. If [redacted] things I should get anything else that's on him I am these very upset that I can even send back damaged good and now they are not getting back to any of my phone calls.

Business

Response:

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.

I'd like to compliment BigBadToyStore, their chief Joel, and all his team, from phone operators to the warehouse staff, for providing me with the ABSOLUTE BEST, MOST EXCELLENT customer service of any online e-tailer that I've the pleasure of dealing with. Since the early 2000's I've been provided with honest, helpful, trustworthy, thoroughly knowledgeable, communicative, fast, efficient, flexible, and understanding service from BBTS in my numerable purchases from their well-stocked shelves. In today's businesses where the impatient, rude, and inept often pose as customer-friendly, here's a store filled with people that actually care about their work and the people that they serve. I hope to continue shopping with them for years to come. I wish Joel, his team, & BBTS continued success and all the BEST!

I've bought quite a few items from big bad toy store, and I must say that I'm way more than satisfied with the service I have received. Everything I'm looking for, they have. With the awesome prices to the extremely fast shipping, I couldn't be happier to be a return customer.

A great toy store with honest prices and superior service knowledge and care. I am a father and my child gets into odd sci-fi and fantasy toys. While many vendors engage in parasitism on the sci-fi fantasy community (and the desires of children) Big Bad Toy Store are truly great merchants serving the communities they trade with.

Live long and prosper.

from the Big Bear

I had a wonderful experience shopping with BBTS. They were prompt with their emails and answered my questions successfully and very professionally. I was ordering to Taiwan and my items arrived promptly and well packaged. I would definitely shop here again.

Review: Hi: I previously had a dispute with this company in 12/2015 which I filed with the Revdex.com. I left the situation alone and never ordered from this company again. Their arrogance is sickening! My problem is I clearly stated that I was done with this company and would never order from them. I even asked a sales rep via email to take me out of their system from my last complaint. Now it's 5 months later and I go to pay my bills and there is $185.49 taken from my account. I called my bank and they told me who the merchant was. Now I'm upset! I go to the website and to my surprise the account is still open! Order number 12776334. Now mind you I asked to be removed from their system back in December 2015 during our last dispute which he stood firm on not refunding though he told Revdex.com he would. I've filed for a refund with my bank, but they informed me that I would have to contact the business. I told them about my previous case and that they offer no refunds. The item was never shipped!!! So they cannot claim I received and opened it this time! I called them on 4/7/2016 after 5:00 but they were closed. I left a message about the situation and informed them of my concern. The next day I went back to the website and they closed me out. (Isn't that what I asked for back in December?) The problem now is.....WHERE IS MY REFUND? I want my refund credited back to my bank account.Desired Settlement: Refund sent back to my bank account. I don't use their website and will have my bank account closed after this is resolved.

Business

Response:

This customer has willingly opened 8 accounts on their own, and placed numerous orders and preorders at their discretion. Between all of these accounts, the customer has placed and canceled 482 orders which is an unusually high percentage. At this time a refund has been issued accordingly, which can also also be completed upon request rather than using a site like the Revdex.com, which is not meant for purposes such as this. All accounts have since been deactivated as well, so no future ordering should be made. Please refrain from opening more accounts in the future, or placing more orders or preorders if you would prefer to avoid these circumstances going forward. We look forward to your anticipated cooperation.

Consumer

Response:

[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.]

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,

Simply wonderful and honest!

Review: The Primary Nature of my Complaint is a combination of an advertisement of misrepresenting a product, Customer Service failed to provide assistance and the company failed to honor their policy regarding refund, exchange or credit.

I purchased the following from Big Bad Toys [BBTS], item number [redacted] - Real Masterpiece 1/6 Michael Jordan - Series 02 - #23 Road Edition - Black Jersey; order number [redacted].

This particular purchase was supposed to be a Father’s Day gift for my husband who is a major collector. I also purchased item number ENB10069 - 1/6 Scale Basketball Hoop with Shot Clock. The order date was placed on 5/7/2014. 5/12/2014 UPS delivered the box [tracking #[redacted]]. On 5/15/2014, when I returned from travel, I opened the box and completed a thorough inspection. Upon my inspection I noticed the following pertaining to Real Masterpiece 1/6 Michael Jordan - Series 02 - #23 Road Edition - Black Jersey; order number [redacted]: The plastic that covers the action figure box contains a long thin opening hole and another small hole. The action figure box appears to have scratches and doesn’t have that crisp tight status you would normally have when you open a brand new box. The action figure doesn't have ‘any’ protection plastic around the action figure itself. And lastly, the plastic covering over the accessories, only covers the items partially and this partial plastic covering is crumbled in appearance and looks as though it has been tampered with. These are all red flags for a collector, especially since it was supposed to have been a brand new item. I notified BBTS the same evening of the inspection on 5/15/2014. On 5/16/2014, I am extremely disappointed with the negative customer service and lack of concern to honor my exchange request. Instead I received email correspondents ignoring my dissatisfaction and request for pictures. And ultimately no response to the request for a return/exchange label. Given the amount business transactions that transpired between me and BBTS thus far [in the amount of $1,605.91 {excluding the order mentioned above in the amount of $526.97}]; I am appalled with the poor Customer Service I experienced today. Initially I requested an exchange, but due to the bad Customer Service received, I would like a full refund for item number [redacted], in the amount of $299.99.Desired Settlement: Full refund for item number [redacted], in the amount of $299.99.

I would like this amount to be placed as a credit on my credit card, the same method of the payment transaction.

Business

Response:

We apologize that the service provided was not not acceptable and a pre-paid return shipping label has since been provided to this customer. Reference photos are always requested when available so that we can see things from the customer's perspective due to the numerous products we offer. The figure and packaging was guaranteed to be new and case fresh, so in the future it may be best to not order these figures for your collection as they are quite consistent. Please let us know if there is any further information you need. Please also note that we are closed for business on the weekend and therefore response time may be delayed. Thank you.

Review: On 8/16/14 ordered the following item:

Order Number: 9323507

Shipping Method: UPS Ground

Ship to:

[redacted] HAS23142 2013 Star Wars 6" Black - Boba Fett & Han Solo Carbonite 1 $79.99

Received the item damaged on 8/21 and not matching description on website and submitted pictures to customer service dept for review and requesting an exchange or credit at time for showed at time still available.

Received following reply fr [redacted] in customer service depicting as a system error of misinterpreting selling condition and at this time the other item was sold out.

[redacted] replied

Aug 22 8:46am

Hello [redacted],

Thank you for contacting us! I certainly apologize that the packaging condition for some of the items you received in your order did not meet your expectations and we appreciate the information.

After reviewing your order, I noticed that the product(s) in reference was ordered as Sub-Standard grade. I have enclosed the terms below for a Sub-Standard Grade item:

--The item is new, in mint condition, and includes all packaging.

--Packaging condition is estimated 60% (C6)

--The packaging may have dents, tears, price tags, creases or other flaws and imperfections.

--Sub-Standard Grade items are perfect for opening as the item itself is mint.

In regards to package grade options, I have added some additional feedback as well. When a shipment arrives we do not always receive all perfect quality packaging due to delivery mishandling and so on but we make sure to list those items affected using the appropriate option. The majority of our items received are Standard Grade. When a popular product is released and is nearly sold out, we only provide Sub-Standard Grade as an option since those are the last remaining product sales available after the rest of our stock has been claimed and purchased. When an item is published for preorder we reserve a certain quantity for Sub-Standard grade. After so many orders or preorders are processed, only Subs become available to order. Due to the popularity and high demand for certain figures there are times when our customers will order whatever is available just to have them. It is essentially like when you walk into a retail store and see some items with more shelf wear than others, which means they also received items in such condition, yet are all sold for the same price. I hope this information has been helpful and provides a better understanding of what to monitor when placing an order.

I am sure that this figure will be an excellent additional to your collection and hopefully the box condition will not deter you from enjoying this wonderful piece. In the event you would prefer to return the item(s) instead, you are welcome to do so within 30 days of receiving your order.

Please let me know if you have any further questions or concerns and I will be happy to address them for you. Thank you again for your understanding and enjoy the rest of your day!

I replied on 8/22 with the following:

[redacted],

I did check when I ordered, yesterday while another was still available, and still lists as standard condition, not sub-standard.

I have also included a screen shot I saved for proof.

For the miscommunication and misinterpretation I am requesting a partial refund at least since you are now sold out and I do collect sealed items.

Pleas let me know if you can accommodate this customer request who has ordered from BBTS for over 5 yrs and a repeat customer.

After I will score your survey accordingly.

Kind regards,

Again on 8/22 [redacted] replied the following ref: a system error which one could conclude as false advertisement of item listed for sell.

[redacted] replied

Aug 22 1:01pm

Hello [redacted],

Thank you for your additional feedback. Please note that your order would state a Standard grade if it was available at the time of purchase. As you can see within your order however a Sub-Standard grade item was ordered because we were almost sold out. After we sell out, our website listing(s) automatically default back to showing Standard grade. I am not exactly sure why, but I do know that it has always been like that for every listing that does sell out. Again, I do apologize and you are more than welcome to return the figure for a refund but we unfortunately are not able to discount this item any further.

If you have any additional questions or concerns please let me know and I will be happy to assist you again.

Please assist with inquiry or investigation for this is very misleading and poor customer service for a repeat customer who has been with them since they established in 2007.

Thank you

[redacted]Desired Settlement: A partial refund or even exchange of an item in the standard issue of when I purchased as advertised on website at time of order and sell through. I initially would have been content with a store credit but now am unsure.

Business

Response:

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.

I have ordered several things from bbts.com over the years and have never had a problem. They have a wide variety of products, are reasonably priced, ship quickly and securely, and the items have all arrived as described. It is always the first site I go to!

Great inventory, fast shipment w tracking, secure packaging, and items arrived as described on their website. If u were to find one point if constructive criticism, it's regarding their website design/layout. I especially appreciate "about us" tabs/info, and would love to see this added to their site. This is really nitpicking though, bc the entire experience was terrific.

Review: Placed an order for item on the 12th of July ,paid additional for expedited shipping ..

Contacted them via email as to why my order was still sitting in the warehouse and not shipped yet after three days of waiting .

Was told NUMEROUS times that my order had been placed on the 14th of July which is incorrect ..and that I also did not pay for expedited shipping .

I have the billing invoice that PROVES the date in which I placed the order and the method of shipping I paid additional for .

Received an automated response with the option to take a survey ,,,gave them poor rating based on lousy customer service and complained on Facebook regarding their practices ..

Then I go to log into my account on their site only to find where they have deleted my account so there was no way to check the status of my order .

So I check my email and find where I received an email basically telling me that unless I retract my Facebook complaint they are not going to grant me access to my online account with them .

So I emailed them back asking why my account had been deleted and that I wanted either a refund for my near $200.00 purchase or ship my item out .

Their response was to provide me with a false tracking number .

There is NO WAY to call them to resolve the issue since they have NO phone number provided and they REFUSE to respond to my e-mails or provide me with a legitimate tracking number for my purchase .

I can provide ANY info you require to resolve the issue .

Including their extortion laced email basically telling me that unless I retract my statement as a dissatisfied customer I wont be granted access to my account with them which holds all my personal info including shipping and tracking details .

So now they refuse to have any contact with me ,,,have taken my money ,,,deleted my account with them and provided me with a false tracking number .

Never ONCE did they attempt to contact me when they have my phone number on file or attempt to make any kind of compensatory reconciliation on the matter ....Desired Settlement: I would either like a FULL refund PLUS compensation for expedited shipping charges or I would like my product .

Business

Response:

The attached email correspondence below was sent to this individual on July 15, 2015 at 9:59am (CST) in regards to our hours of operation, order processing speed, shipping method arrangements, as well as tracking data but none of these topics seemed to be acceptable in his opinion. This individual also published public comments on both our, and his own social media page (see link) displaying unacceptable and verbally abusive behavior. While we cannot control what someone may publish on social media, we can make the decision to refuse service. Therefore, as noted in our Terms & Conditions that are agreed upon when creating an account on our website, we have the right to and made the decision to refuse any future service to this individual. This individual was not offered account access by removing the posts, as the account will remain closed, we simply requested that he reconsider and remove his harmful comments. At this time the shipped package has since been retracted and a full refund in the amount of $149.73 was issued today as we will no longer be doing business with this individual. It is an unfortunate circumstance that this matter has occurred, as we have been a reputable company for over 15 years and remain an A+ rated company with the Revdex.com.

I purchased a porcelain collectible figure from this shop, I am in UK. I fully expected to pay import duties but because this the seller messed up the customs paperwork, the import duties wher ten times what they should have been.
I offered the seller the opportunity to meet the extra costs as a result of his error, which he refused.
I was left with no choice but to reject the customs charges and therefore the item and seek a refund through my payment provider. The seller is being difficult.
My advice is to avoid buying from this company if your not based in their country, I cannot attest to how they behave towards domestic buyers, only international ones.
My experience was extremely negative.

I used BBTS the first time on an order early April 2016 and I was very satisfied with what I got. The item I purchased was fairly priced (cheaper than other places), was packed well, and actually arrived in the same week that I ordered it. I would definitely recommend BBTS to any of my friends and I certainly hope to do business again with them in the future.

I have ordered several items from this business over the last year and all have arrived quickly and in wonderful condition. Shipping methods keep the product protected from damage and the product itself is of very good quality.

Review: Recently I purchased a Hasbro Transformers Generations Leader Class Jetfire through Big Bad Toy Store as a birthday gift for my son and when he tried to open the cockpit one day the window snapped off at the hinge. He's pretty upset and I'm pretty upset for him that a toy broke doing what it's supposed to be able to do. I alerted Big Bad Toy Store by email on August 31st to the problem and included a picture of the damage. The next day I received a response from “Liz” informing me that these figures are “more of the collectible nature rather than for articulation and play” and that they only replace parts for items received within the last 30 days. She added that they’d be willing to help if I was willing to pay $10.00 for a new window. The entire toy only cost $34.00.

I wrote Liz a response in which I pointed out that this toy is not of a collectible nature. It's sold in most toy stores and clearly states on the box "for ages 8+". I also informed her that I would have notified Big Bad Toy Store about the problem sooner but my son did not receive it until his birthday on August 2nd so it has been less than 30 days since it was first opened. I also offered to furnish proof of this statement if necessary.

Liz wrote back and acknowledged that Hasbro's packaging may say it’s for 8+ but then she added that Big Bad Toy Store says “Products sold by Big Bad Toy Store may be intended for Adult Collectors. Products may contain sharp points, small parts, choking hazards, and other elements not suitable for children under 16 years old.” She also wrote that “Regardless when the item was opened, policy states the 30 days from the date it was received/delivered.”

I don’t understand how it’s possible for Big Bad Toy Store to change the age requirements of a toy they didn’t themselves manufacture and relabel it an “adult collectible”. I’m also frustrated by her adherence to the receiving date. The only way to have known about this problem sooner would have been if I opened up his birthday present ahead of time, played with it, tested it and then put it back in the box and wrapped it up to give to him. That’s generally considered appalling.Desired Settlement: I would be very grateful if Big Bad Toy Store would just send a replacement window. Thank you.

Business

Response:

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.

Consumer

Response:

[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.]

I have reviewed the response made by Big Bad Toy Store in reference to complaint ID [redacted] 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 reply. I’m bothered that they ignored addressing parts of the complaint - including their claim that the toy wasn’t a toy even though it was. And their claim that the minimum age for it was twice what it actually is. And I’m bothered that they felt it was their place to lecture others on what the "intended purpose and usage of the Revdex.com" is. I think that’s for the Revdex.com to decide. The Revdex.com reviews the complaints they receive before sending them to the business in question. So if they felt my complaint against Big Bad Toy Store didn't have merit I'm certain they wouldn't have sent it. Lastly 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,

Ordered a transformer (toy)(Piranacon collector edition). Arrived quickly and in perfect condition. Love the selection. I would reccommend them to anyone.