Funko Inc

The customer is looking for the second box in our service We have given her two different options for ways to get the second box (not ways she "might" get the box, but ways in which she's guaranteed to get it) If the customer is still interested in getting the second box, she simply
needs to let us know, and she has an email telling her this

The customer contacted us regarding an order for one of our subscription boxes to report the following: "Hello I was realy happy with my items , but I noticed there was a slight bend inside the box the blue harrasionPlease let me known what you can do for a replacement." The image the
customer shared is attached As the customer mentions in the email and the picture supports, there is no damage to any of the figures or contents of his shipment Our replacement policy, available online to customers at https://www.smugglersbounty.com/cancellation-policy, does not cover replacements for product packaging

The product purchased by the customer is listed at our site at https://shop.funko.com/pop-monsters-snuggletooth.html There is no mention of or image of a sticker at the site and wasn't at the time of purchase This item's packaging doesn't come with a sticker, so the customer
received what was ordered

Funko LLC and *** *** operates separately. I don't have any access or have any knowledge of what's going on with *** *** customers. Will it be possible to please separate us because I am the contact for Funko, who only does B2B while *** *** is B2C. This
division is managed by *** ***

Our replacement policy is fully transparent and available to customers at any time, including before they purchase any products from us That replacement policy clearly details the fact that packaging is designed to protect the figures inside, and that we do not offer replacements to either
figures or packaging based on any customer dissatisfaction with the packaging The full replacement policy is available either in our FAQs or by clicking on the Cancellation and Replacement Policy link on our site, which brings the customer to this URL: https://www.smugglersbounty.com/cancellation-policy. Excerpts of that Replacement Policy that speak specifically to product packaging are highlighted below
REPLACEMENT POLICY
Any merchandise purchased from our site will be shipped by a third party carrierAs a result, title and risk of loss or damage for such merchandise will pass to you upon our delivery to the carrierAll missing or damaged shipments or items must be reported within days of receipt, and must include photo documentation in the email submissionDamaged items will be reviewed by the support agent and, if applicable, a replacement will be issued only for damaged products and does not cover or include packaging of said productsBlemishes to packaging will not be considered as part of a damaged itemAll replacements will be at the discretion of customer supportPlease be aware of the following replacement limitations:
Shipping Boxes
We put a lot of resources into designing a box that is as awesome as the product insideThat said, the outer box is a shipping box and is not designed for displayIt is designed to protect the inner contents during the shipping process, and we fully expect it (like all shipping boxes) to be subject to wear and tear in the shipping processWe are unable to offer replacements for any damaged shipping boxes
Figures
We cannot control slight manufacturing variations and are not able to replace based on these variations, including but not limited to minor paint flaws or figure positioningBlemishes to packaging will not be considered as part of a damaged figure
Product Packaging
We design our packaging to protect the collectibles inside, and we do not seal our boxes for this very reasonWe encourage you to take your Pop! figures and other products out of the boxes to enjoy them! Even if you choose to keep your figures in the boxes, we are not able to replace packaging
The photos Mr*** provided (attached for reference) show only the packaging of the Ben Kenobi Pop! figure he received As stated in our replacement policy, that packaging was designed to protect the collectible inside, which it successfully did We are unable to replace or refund Mr*** Ben Kenobi Pop! figure or the packaging for that figure

Revdex.com:I am accepting this response - with grievance. There was no additional information that included in regards how I might contact the person over the *** ***. I also filed a complaint with my credit card company in regards to the charges - and still I have no word from company -- from either Funko or *** ***.This issue was FINALLY resolved(ish) after no less than twelve emails in regards to the initial box never being sent out. It was supposed to ship out in May...I received it about ten days ago. Additionally, this is a monthly subscription service, and while I was assured that the issues were resolved and that my July box would be shipped out with the others -- I still have yet to receive a confirmation email showing shipment OR an update on my account. I have seen no indication of anything being truly resolved on my end.I cannot help but feel as if this is a "pass the buck" response, and after such a long time-frame has past before any sort of reply to this complaint, I do not believe that there is any actual desire on the part of this company to assist their customers.Sincerely, *** ***

Complaint: ***I am rejecting this response because:
I never received any reply back from them after I sent them an emailAnd today is the deadline I have to reply back to the Revdex.com. Sincerely,*** ***

Our customer service is handled exclusively through a customer service email, which this customer has contacted and gotten resolution through Our Twitter account is not a customer service account, and so Tweeting our account does not affect the resolution handled through our customer service
email However, this customer has been sent a replacement for his first box and has tracking for that now He has also reported damage to product and sent us some pictures, but his pictures do not show all of the items he has stated are damaged For this reason, his ticket is still in the review process We have requested additional pictures from him showing all the damage that he is claiming, and we will be happy to help once he has sent those pictures

Complaint: ***
I am rejecting this response because:I already approached *** *** ***they do not have a replacement for this item, it is out of stockThey cannot refund outside the return windowIt is up to FUNKO to replace the defective item since it was manfactured at Funko the doll is missing an arm The store said to contact FUNKO for a resolution since they do not have a replacement doll to exchange
Sincerely,
*** ***

On 12/1, a replacement box was processed The customer's purchase price was also refunded

Order number *** was shipped on 4/and was received and signed by Mr*** on 4/at 11:am We apologize for the delay, which was caused by an inventory issue for one of the two items in the order We have also responded to Mr*** with this information via the customer
service emails he sent

Complaint: ***I am rejecting this response because:
The return policy WAS not explained nor was it indicated during checkout at ANY moment So it is a deceitful practice
Sincerely,
*** ***

As a wholesaler, we are not able to exchange on behalf of our retailers, but we do assist retailers who purchase from us in being able to support customers within their established return and exchange policies Since this customer purchased from a *** * *** store, he would need to return
to *** * *** for assistance The customer repor*** that he's outside of *** * ***'s established return window, but we're unfortunately unable to assist outside of retailer windows We've advised the customer to work with *** * *** to see if they have other options available

Complaint: ***I am rejecting this response because: I was not provided at any point in time with information about the Claim they submitted for me with the shipping carrier, they show a DHL tracking information, however I was provided a USPS tracking number?(see attachment), so who did they submit the claim to? DHL? I was not aware that my package was delivered thru DHL being that my information referred me to USPS service, there's no proof of delivery, and on the agreement DHL is never mentioned therefore I cannot accept their proof of delivery
In the message I received it says "We are completely sold out of the size you've requested - so we will be sending a box with a different sized t-shirt", this is not what I paid for, they make it sound as if they were doing the customer a favor by sending something else instead of what I ordered, this is unacceptable, I don't mean to be a pain, I don't care if I receive a different size but there's never assurance on what they do, I can't trust them, I trusted their "good faith efforts" but I see no efforts in them sending me a second box without a tracking number or any information about it, there's no assurance that I will get the box this time, if they cant assure that I will receive the box I cant accept it, I rather have my money back, if I receive the box, fine, i'll accept it cause theres my money, but I will not continue with this service, its a great product but it has really bad management and policies, hope they can work this out, im not trying to defraud anyone, I was excited about this product and all I wanted was to receive it, I spent time and money on this, so they would not be the only ones that lost something
Sincerely,*** ***

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

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

As we've advised the customer in direct emails, product images are created early in our production process and so final product can differ from early imagesWe always recommend reviewing our purchasing site for the most up-to-date product details This product does not have a sticker on the box, though, even if the product had a sticker, it's not something we would be able to send separately or refund for, since packaging can vary and isn't included in our refund and replacement policy

The customer reported a damaged product, but the image shared (attached) doesn't show damages beyond packaging Per our posted refund and replacement policy (available at https://shop.funko.com/refund-policy), packaging flaws do not qualify for refund or replacement

This customer has bought some of our Horror Mystery Mini products from third party retailers.  Our Mystery Mini line is a blind box product line where boxes are sealed and contain one of approximately 15 characters, depending on the line.  Characters have different rarities, and the odds...

of receiving any individual character are printed on the back of the box.  Mystery Mini boxes retail at approximately $6.99.  See attached image Mystery Minis - Horror Classics Series 3 for an example of one of the Mystery Mini lines the customer is referring to.
 
The customer first emailed us in July of 2016 to express disappointment about purchasing multiple pieces at third party retailers and not getting the more rare figures (e.g. the Freddy Krueger figure in the Horror Classics Series 3 line, which has a 1/72 rarity).   An agent explained at the time that mystery minis are intended to be blind box figures.  See attached file Customer Contact July 2016 for a full record of that email exchange, with any private or identifiable information removed for customer privacy.
 
The customer emailed again in January of 2017 to express disappointment in the figure quality purchased at third party retailers.  He included three pictures, attached as file Customer Images.  The pictures show two figures (Wolfman, with a 1/6 rarity, and Jack Torrance, with a 1/12 rarity) that are both within standard factory variation.  He asked that we send him replacements of some of the rarer figures like the Jason (1/72) to ease his dissatisfaction.
 
We explained again that Mystery Minis are intended to offer a blind box experience, where customers can’t see the figure before buying, but pointed him to some of our other product lines that are not blind boxes so that customers can not only know exactly what figure they’re getting, but also inspect the figure through windows in the packaging before purchasing so that they can be sure they’re happy with the quality of the figure before purchasing.  We offered to send him samples of some of these other product lines so he could find products that matched what he was looking for as a consumer.  This response is below, and the full email exchange (again with private or identifiable information removed) is attached as Customer Contact July 2017.
 
Hi [redacted],I do apologize for my mistake with your name!  I also understand that you weren't asking about duplicates, but were reporting the fact that you aren't satisfied with the paint job or condition of all of your mystery mini figures.  This is why I suggested that you may want to look at some of our other product lines where the products are not in a blind box, so that you can examine the figure before you purchase.  Most of our products don't come in blind boxes -- the blind boxes make up the "mystery" of the Mini Mystery experience.  It looks like you're buying some of our Horror Mystery Minis, for instance -- and we also produce a variety of horror figures in our Pop!, Dorbz, and ReAction product lines, to name a few.  None of those product lines are mystery lines, so you can see products through the packaging before purchasing.As I mentioned, since we're a wholesale company that doesn't sell our retail products directly to customers, we don't have them on-hand in our office to be able to send out.  If you're able to give me your shipping address, though, I can see if I can dig up a sample of one of any of these product lines to send you.  We are passionate about both our products and our fans, and of matching them up in the best ways possible with a variety of product lines that offer different customer experiences!Thank you,Jenny
 
The customer turned down the offer for free product to be sent to him.  Because the products he purchased were purchased through third-party retailers, we do not have the ability to refund his purchases to those retailers, but we are sharing his feedback and pictures with our quality assurance team.

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. Sincerely, [redacted]