Marvel Entertainment

We're very sorry about the delay getting back to you -- the original complaint was filed with Marvel Digital, which only hands subscriptions to digital comicsWe can be reached at [redacted] We do try to make it clear that subscriptions will not start with the first issue -- for example, every page on our site that shows product details includes the text (above the cover images of upcoming issues) "Please note that if you subscribe now, your first issue may not necessarily be one of these" along with a clickable question mark that brings up more information.Subscription titles are mailed in bulk as they are released, so we don't have a backlog of older issues to send out to new subscribersOf course we try to accommodate our customers when we can, but once we run out there's nothing more we can do.Darth Vader #is still easy to find, thoughOur sister site, [redacted] , still offers it for 15% off cover price, and a quick [redacted] search found me a half dozen other online retailers offering the book for cover price or less.We certainly don't want to deceive anyone about when a subscription will startWe hope you understand that comics series can run for years and years, and a subscription to Amazing Spider-manfor example, can't start with issues released in the early 'sixtiesPlease let us know if you have any questions.Thank you kindly,Your friends and Marvel subscriptions

Hello,This customer had his inquiry resolved on 12/ [redacted] and was provided a full refund.Hello,The customer initially provided an alternate email address associated with adifferent username, not linked to his subscription.This caused a delay in identifying the customer's account, but after asking foralternative information the customer service team was able to resolve the issuewithin the same day.The interaction between the customer and our customerservice team is attached here for more detail.Best, [redacted] ***

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 and the matter has been resolved
Sincerely,
*** ***

Hello,This customer had his inquiry resolved on 12/* and was provided a full refund.Hello,The customer initially provided an alternate email address associated with adifferent username, not linked to his subscription.This caused a delay in identifying the customer's account, but after asking...

foralternative information the customer service team was able to resolve the issuewithin the same day.The interaction between the customer and our customerservice team is attached here for more detail.Best,[redacted]

We're very sorry about the delay getting back to you -- the original complaint was filed with Marvel Digital, which only hands subscriptions to digital comics. We can be reached at [redacted]We do try to make it clear that subscriptions will not start with the first issue -- for...

example, every page on our site that shows product details includes the text (above the cover images of upcoming issues) "Please note that if you subscribe now, your first issue may not necessarily be one of these" along with a clickable question mark that brings up more information.Subscription titles are mailed in bulk as they are released, so we don't have a backlog of older issues to send out to new subscribers. Of course we try to accommodate our customers when we can, but once we run out there's nothing more we can do.Darth Vader #1 is still easy to find, though. Our sister site, [redacted], still offers it for 15% off cover price, and a quick [redacted] search found me a half dozen other online retailers offering the book for cover price or less.We certainly don't want to deceive anyone about when a subscription will start. We hope you understand that comics series can run for years and years, and a subscription to Amazing Spider-man. for example, can't start with issues released in the early 'sixties. Please let us know if you have any questions.Thank you kindly,Your friends and Marvel subscriptions

Review: I placed an order for a rare print subscription comic that was advertised as being released on February **, 2015 and was purchased online on February **, 2015. Upon purchase, the website issues a disclaimer stating that the print subscription may take 6-8 weeks to process. However, the disclaimer does not offer indication that due to this processing delay, the comic issue for the current month you are trying to order will NOT be the same issue that you will start your subscription on. I called Marvel customer service and was instructed that I was simply out of luck. When I asked to speak to a [redacted] to directly address this marketing deceptiveness, I was told that my print subscription is akin to a magazine subscription where past issues during processing would not be issued. The nature of comic books is such that there is actual market-price value assigned to each issue and that the value can vary from issue to issue, which actually makes it important to be able to decipher which issue you will start on. Marvel's website does not explicitly state that upon checkout and is deceptive to consumers.

This goes beyond the scope of what fair business advertisement should be, as the consumer is not adequately provided disclaimer to the nature of the subscription.Given the rarity of the Darth Vader #1 comic, I was unable to locate a print copy elsewhere as time had expired to acquire one. Marvel said they usually would offer the back issues as part of customer service, but were out of this issue, causing my harm to be un-reparable.Desired Settlement: I would like the back issues of Darth Vader #1 and #2 to be issued, as well as Star Wars #2 and #3 to be issued as part of the print subscription agreement. I understand the delay in processing, but if the company is charging for that month's issue, I expect that months issue. In addition, I would like compensation in the form of compensated print subscription service for one year as part of reparation for non-satisfactory customer service and deceptive business advertisement and practice.

Business

Response:

We're very sorry about the delay getting back to you -- the original complaint was filed with Marvel Digital, which only hands subscriptions to digital comics. We can be reached at [redacted]We do try to make it clear that subscriptions will not start with the first issue -- for example, every page on our site that shows product details includes the text (above the cover images of upcoming issues) "Please note that if you subscribe now, your first issue may not necessarily be one of these" along with a clickable question mark that brings up more information.Subscription titles are mailed in bulk as they are released, so we don't have a backlog of older issues to send out to new subscribers. Of course we try to accommodate our customers when we can, but once we run out there's nothing more we can do.Darth Vader #1 is still easy to find, though. Our sister site, [redacted], still offers it for 15% off cover price, and a quick [redacted] search found me a half dozen other online retailers offering the book for cover price or less.We certainly don't want to deceive anyone about when a subscription will start. We hope you understand that comics series can run for years and years, and a subscription to Amazing Spider-man. for example, can't start with issues released in the early 'sixties. Please let us know if you have any questions.Thank you kindly,Your friends and Marvel subscriptions

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Trying to deactivate account, once successfully accessing account and locating "deactivate account page" I enter all necessary information then after proceeding. A page comes up saying "Oops page not found." I have tried the over 10 times. So I email the online support with all appropriate information, and they come back saying " We were unable to locate a Marvel Unlimited membership..." I have a membership that I have been paying for for 3 months now, and I have been trying to deactivate this account for 3 months now after my 3 month free trail was up.Desired Settlement: I would like a complete refund for the 3 months this company has been running me around in circles.

Business

Response:

Hello,This customer had his inquiry resolved on 12/* and was provided a full refund.Hello,The customer initially provided an alternate email address associated with adifferent username, not linked to his subscription.This caused a delay in identifying the customer's account, but after asking foralternative information the customer service team was able to resolve the issuewithin the same day.The interaction between the customer and our customerservice team is attached here for more detail.Best,[redacted]

Review: In June, I cancelled a subscription for an online reading service/app provided by the company. I decided I could no longer justify the cost of the service based on how much I was using the service and a desire to cut needless expenses. Furthermore, I was sent NO confirmation of my cancellation. This is relevant because today I was charged for another month of the service WHICH I HAD CANCELLED one month prior. Not only did this result in an overdraft on the account I used for the service, but an overdraft charge as well. So just for good measure I made sure the account was cancelled and AGAIN, received no confirmation. I believe this to be predatory. As far as they are concerned I am not cancelled and can just charge me at their discretion? That is unacceptable.Desired Settlement: I am requesting a full refund of $9.99 and, if applicable, the $36 overdraft fee this ERRANT charge will result in. I have a screenshot confirming cancellation of the account on June *, 2015.

Business

Response:

Customer emailed our online support at 1:31 pm on July [redacted]. We responded to the customer's email at 4:28 pm that same day, properly canceled the customer's account, and voided the charge. Customer acknowledged receipt of our message at 4:45 pm.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Over the Christmas season, I paid $518.16 for a 3D-printed statue of Wolverine and me during The Marvel Experience tour in the U.S. The company that Marvel uses ([redacted], [redacted]) told me in February that Wolverine wasn't available, but offered to switch my order to another hero. I declined and requested a refund. I never received a refund. I have contacted Marvel (via The Marvel Experience website) twice and the company they use several times. Marvel has not responded to either of my inquiries, and the company they use has acknowledged the issue but has still not refunded the money. It's now been over 10 months since I bought the statue and it's clear that Marvel/Staramba has no intention of providing my refund.Desired Settlement: I'd like my $518.16 back. I've been a lifelong fan of Marvel, and I'm shocked that they would treat a loyal fan and customer this way.

Business

Response:

Thank you for bringing this to our attention and for being a Marvel fan. Please be advised that The Marvel Experience was produced and operated by Hero Ventures, LLC under license. We are sorry to hear that they have not timely responded to your inquiry. I have copied our contacts at Hero Ventures, LLC so that they can address your complaint and help you toward a resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Marvel has referred me to yet another company, whose name appears nowhere in the paperwork from The Marvel Experience and Staramba (the two organizations involved in the 3-D printing). Having not received a response from The Marvel Experience in all this time (and only an acknowledgement of the non-reimbursement from Staramba), you'll forgive me if this seems like a case of passing the buck.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I have made a purchase of a set of Digital Comics through the vendor's website, http[redacted] . My purchase included a bundle purchase of digital comics, entitled "Uncanny X-Force by Rick Remender - The Complete Series." The bundle should include 37 items, or PDF files which may be read either online or downloaded to a personal computer. The transaction took place approximately around July [redacted]. The transaction completed and the website lists the bundle of 37 comics as purchased, however the website will only offer the first comic as available to read. I have called the website several times at the contact number listed, (###-###-####) and spoke to the operator who identified herself as "[redacted]." I was informed that the company does not provide Support Ticket #s or reference claim numbers. The operator refused to provide a paper trail documenting the claim. I have called on several occasions and have spoken with the same operator on every occasion. The operator explained to me that it is her job to capture my information and send a blind email to the technical office. She advised she does not receive a receipt of acceptance for her email, nor is she authorized to release a paper trail to me. She explained the only information she can provide me is to reference our conversation by her name. I am exceptionally displeased by the lack of professionalism and support by the company. I have not received my sale of goods.Desired Settlement: I would like to receive the saleable items that I have paid for. I would also like to see the company adopt a better business practice and institute a policy to track or reference customer concerns or issues. I am disgusted by the company's approach customer satisfaction.