Sideshow Collectibles

I can't believe after waiting a year for the classic Spider-Man figure I'm told it's arriving ground shipping and that there are no occomodations for us. Also, we were told if we're not happy we can request a refund?! Worst customer service in 30 yrs of collecting.

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 paymentsMrs [redacted] 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 [redacted] 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 [redacted] if PNC bank returns her funds to us as undeliverable, but until that time we consider this matter closed

Complaint: I am rejecting this response because: Regards, M [redacted] The Hot toys Raiden figures was paid for by a credit card and the other one was only $paid by me for shipping because it was paid for by company pointsI did send back by UPS 1Z675WAlso the company did send me a list of the canceled pre orders but I do need a list of when the paids were made how much and to what card to do I can't look that up for myself because my account is closedSo I do need info of were all the refunds are going because as of now I see it on different cards and it's not adding up for meI am still waiting on a good some of moneySo I do need more or the proper info on these pre ordersAlso something that wasn't talked about in the message at all but was talk about in a email with the company and IThe company has in there owner ship one of my statue that is getting fixed do to problems with all of them that were sent outIt's a Thor PF EX I these would like to make sure that I am getting that piece backLastly I would like some credit back for the only I had in points on my account at this companyIt was $I do think I should get that back to do the company closed my account do to the number of broken and defective piece I bean getting in what isn't something that should be put on me as a customerHere is a picture of the broken vampirella piece I got in Monday broken do to the very thin baseIt was still broken in the box please note these taken out for pictures

Sideshow Collectibles creates and manufactures limited edition figures and statues, many of which are hand-crafted and assembled and therefore can take upwards of a year to deliver to the end clientAt the time of pre-ordering clients are given an estimated delivery timeIf there are complications in the production of an item, the clients are notified by e-mailThey always have a choice to get a full refund of any deposits if such delays should occurIn the case of the item Mr [redacted] pre-ordered, it was indeed delayed in productionClients received an email about the delay this past summer after which on August 2nd we were contacted directly be Mr [redacted] inquiring about the delay of his Sinestro statueWe responded to him within two business days with answers to his questions and reiterating the nature of the item's creation processWe did not hear from Mr [redacted] again until his Revdex.com complaint in NovemberWe attempted to contact Mr [redacted] by phone to discuss his concerns directly, but he refused that method of communication citing he was too aggravated with usWe continued to contact him through email and thanked him for bringing his concerns, about the lack our product delivery information, to our attentionWe apologized, refunded his deposit immediately and offered to keep his pre-order active with an additional $discount and free shipping for any inconvenience that he experiencedWe asked Mr [redacted] to reply to us by Friday, Nov28th if he was interested in this resolution but as of this post he has not acknowledged our offerAs such, we will follow his original request to cancel his pre-order and close down his accountThe staff at Sideshow diligently works with our clients if they have concerns but unfortunately not all situations can be brought to an amicable solutionAt this time we consider this matter closed

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

Complaint: I am rejecting this response because:I am awaiting my refund and once Sideshow Collectibles confirms my refund has gone through and I have refund confirmation from my credit card provider, I will gladly close this complaint Regards, M [redacted]

MrV [redacted] , we understand your concerns and have addressed them in previous emails to you, to which you have repliedBelow we will address each of them again, to ensure we haven't missed anything you've raisedThanks 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 $for bothHowever we understand you have returned one of the pieces, by choice, thank you for thatItemized Refunds / CC List : As you mentioned, we did in fact sent you a confirmations for each refund, on each piece / orderWe have asked our billing team to highlight which card each (refund) was issued to, and send that via our ongoing email chainThor 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 shipNo changes on the return of that pieceSideshow 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 $Again, we're sorry for any confusion regarding the refunds, account closure and the outstanding itemWe hope this will satisfy all of your requests and concernsRegards, Sideshow Collectibles

Complaint: 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 cancelNothing has been resolved or refunded Please read the following: On Jan 20, 2016, at 3:PM, Brennan Mount 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 Coordinator Conejo Spectrum St.Thousand Oaks, CA | Sideshow.comOffice: | Fax:

Dear Revdex.com,The customer ordered his Wonder Woman statue on a flexible payment planThe item does not ship until the last payment is made and the client still owes his last payment of $Our Customer Service team is contacting the client today directly to see if he wants to expedite his last payment!

To Whom It May Concern, We attempted to contact Mrs [redacted] twice via telephone on Wednesday January 7, The voicemail was full and we were unable to leave contact informationShe called us back immediately after the second call but once we identified who we were she stated we had to call her the following day because she was busyAfter this discussion, we sent her an e-mail requesting the order number, her husband’s name and e-mail address as he is the direct client within our system and this information is required to assist her furtherOn January 8, we made two additional attempts to reach out to her via telephone that were unanswered Using the information provided by Mrs [redacted] via her Revdex.com complaint, we have been unable to find any buyers with the name of [redacted] or purchases of that item from their provided town or zip code In the event that the actual customer contacts us and is able to provide us with specific order information, we will be happy to assist them further However, at this time we request this Revdex.com complaint be completely removed from our online profile, as information indicates Amber [redacted] is not direct client

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 9909952, and find that this resolution is satisfactory to me Regards, [redacted] just wanna thank Sideshow Collectibles for their quickness in cancelling the orderI appreciate the dollar credit that is very generous of you

Sideshow Collectibles manufactures and produces limited edition collectiblesAs such we have policies in place that limit the quantity of editions that can be purchased, that restricts one account per household, and requires that each account holder use a credit card registered specifically to them In certain instances exceptions are made for multiple collectors within the same residence, who collect different item categories that will not conflict with our quantity limitationsWe allow those collectors to have multiple accounts at one residence, however they MUST maintain separate credit card information within their accounts for security purposesWe put a high value on the security of our customers' financial information and require all customers to use credit cards only registered in their name to avoid any possible fraudulent charges, identity confusion, and security issues Mrs [redacted] and her husband both have separate Sideshow accounts, registered to one residenceWe have advised the couple of our policy and it was noted within their accounts that in September we reviewed our policy and asked specifically to maintain their own respective credit cards in their accounts Mrs [redacted] recently contacted us in response to a declined payment notice and requested to have the payment charged to her husband’s credit cardWe reminded her again of the policy and that although we understand that some occasions do require an alternate credit card to be used, we could not use her husband's card as it was the same one that was within his Sideshow account This is a blanket policy and it is enforced for all account holders residing in the same billing or shipping address, regardless of marital status, familial relation, friendship status, etc We do not discriminate against our customers We apologize if Mrs [redacted] felt as if she was being treated unfairlyThat was not our intentionWe understand that sometimes credit cards decline and during her call offered to delay the processing of her order so she had time to rectify her card issues without having to use a different card We appreciate her business, which is why we allowed multiple accounts within her residence and offered delayed payments A supervisor attempted to reach out to Heather via her daytime phone number on 2/26/to discuss her experience and review Sideshow's credit card policyWe have left a voicemail and will attempt to contact her againHowever, our account and credit card policies are posted and will not be altered

I ordered 2 figures, I made the arrangement to pay each item in 4 months and Sideshow charged both items in one payment and next they deliver the items to my house.
I am so mad about it, this happened before with another item that I ordered, no answers about my complain, now I do not trust in this company any more.

To whom it may concern,
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MrB*** is a valued collector here at Sideshow and we would love to keep him as a loyal customerWhat MrB*** outlined is fairly accurate, he referenced his purchases, amount(s), coupons, communications, and the $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 MrB***
Sideshow Collectibles makes limited edition figures and statues and from time to time we offer ‘unique’ promos on unique pieces and MrB*** would have been able to participate in the special 30% off promo with any ‘new’ order (on the special pieces) but MrB*** had already placed his order with a 20% off promo a week before, as he outlined and it was already shipped/deliveredIt’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 MrB*** we reached out and shared we could bend the rules and offer the difference -10% / $off one of the two (new) open orders MrB*** currently has in our systemThis would allow him to use the credit sooner, rather than later on a ‘future / potential’ order, which MrB*** didn’t want to doMrB*** has expressed he would be happy with this resolution and thanked us for rectifying it
Best Regards,
Sideshow Collectibles

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 hostedThe code was restricted to VIP ticket holders and further
limited by a duration window or while the limited supplies lastedWhen utilizing the code, the transaction and item is secured only after selecting the check out buttonIf 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 followersThis resulted in the rapid depletion of the event's allocated stockOnce the stock was gone, the code and promotion expired as per the termsWe contacted Nerdist.com to alert them of the error and to immediately delete the post.When Mr*** called to inquire about the code, we verified that he was NOT a ticket holder of the Hollywood, CA based eventThe event details and code restrictions were explained to him at that timeOur obligation for this promotion was only to event attendees and only for the duration of the allocated inventoryWe do, however, have other promotional discounts such as Free Shipping and a first order $discount that our Customer Service Manager would be happy to extend to Mr*** if he remains interested in the items.Best regards,Sideshow Customer Service Team

Order was placed on my account, I was mailed a contest win, later I find out the company is billing me for an item that is stuck in transit with fedexcompany does NOTHING TO HELP and refuses to credit the full amount even with the return of the item

Dear MrJ*** we understand you had some concerns about this beautiful piece, and we want you to be totally happy, and that meant canceling the piece before you
received it As you may know, the $(non-refundable) deposit was refunded on 1/21, and per your wishes, we have closed your second account - it appears your first account was closed as well, per your wishes. Please let us know if you have any questions. Sideshow Management Team

I have been purchasing from Sideshow Collectibles for more than a decade, probbaly since their first year in businessI have never had an issue with any customer service department as bad as the one that I have recently had with themThe conversation bordered, for no good reason, on me being called a liarThis is one of THE most dissappointing things that I feel that I have to doin order to make a simple exchange of a double ordered item, it has now been almost two weeks since the process started and has involved three voice mails and several emails...to make an exchange!? Outrageous! They did finally decide to help, but only after a one hour phone call and the customer service agent constantly speaking over me casuing much frustrationI still love Sideshow and visit the website daily, but this puts a black eye on dealing with them

To Whom It May Concern, Sideshow Collectibles manufactures and distributes limited edition figures and statues, many of which are hand-crafted and assembled and therefore can take upwards of a year to deliver to the end clientThe item Mr*** had ordered had been delayed by Hot Toys
who manufactures this itemDue to their delays, we did grant the customer a full refund of all funds paid towards this figure. On October 14, the full refund in the amount of US$was completed to his credit card originally used for this purchaseWe understand the client indicated that he updated a new card to his online account, however it was not updated to this specific orderEven if it had been, refund procedure requires the funds to be sent to the card they were drawn fromThis was explained to the client during a discussion on November 3, 2014.Sideshow’s accounting department confirmed that the refund was accepted by the client's bank, however at that point his account was closed and we weren't aware that the bank had no way to disperse the money to the clientThe information Mr***’s bank provided him was correct, their procedure is to have these funds returned to the sender in the event that they are unable to be posted but as of this week the client's bank still has the fundsAfter further inquiry with them we have confirmed due to the nature of their location in South America and Sideshow's in the US, this process will take upwards of days or more from the October date of their receipt of the funds. We want to make sure that we can resolve this matter for Mr*** in the most favorable manner possibleWe have notified Mr*** via e-mail that we will be cutting him a physical check for the amount of US$immediatelyWe will send it to him FedEx, after he confirms with us his complete contact details to insure the check is posted correctly.Best Regards, *** ***Sideshow Collectibles###-###-#### Office * ###-###-#### Fax

We apologize if Mr*** was unable to get live Customer Service assistance over the weekend after he accidentally ordered something
""> from our site. Although our customers can order 24/from our online store, our Customer Service and Shipping departments are open during the week days only, 9am to pm PTThis means that orders are not charged or shipped out over the weekend
Rest assured, Mr***'s order was canceled and his funds were credited back to his credit card company as soon as our representatives picked up his email request on Monday morning
We apologize that Mr*** was frustrated by the his experience with us and we would like to offer him a $credit to give us another try!