Sideshow Collectibles

To whom it may concern,
MrT** has purcha**s **veral things from Sideshow, and we would love to keep him in the Sideshow collector
familyIn our initial communication(s) with MrT** we worked hard to explain the roll of the external shipper box (aka 'brown box) and how it's u**d to protect the internal box and item, which it did -but totally understand MrT**'s initial concerns, becau** the box certainly looked weatheredSince posting this, MrT** has graciously accepted our $discount as well as another free packaging upgrade on future orders, and has expres**d he is happy with our resolution, again, given there was no damage to the productWe want to thank MrT** for being patient and taking the time to reply to us, and accept our offer
Best Regards,
Sideshow Collectibles

Dear MrV***, we’re sorry for any confusion after the
recent closing of your Sideshow accountWe’d like to recap the status of your
Sideshow account, all recently
cancelled orders, and the pending RMA Refund
situation with your two mentioned collectiblesHere are the details,
SIDESHOW ACCT STATUS: Your Sideshow account was
closed last Friday, 9/and cannot not be reopened at this time, given the
reasons outlined in our email to you on the same day, 9/
OPEN / PENDING ORDERS: All pending Sideshow orders
were cancelled and refunded last Friday, 9/You received email confirmations
for each of those cancellations / refunds
REFUND (RMA) REQUEST: We sent two different
sets of RMA’s -one via email and the other via USPS, on 9/for the two Raiden - sixth scale piece (SRP $299.99) pieces you purchased from us, Manufactured by Hot Toys limited but please
know we have already refunded you for both piecesIf you would like to return these pieces regardless, please use the
pre-approved labels to return the (two) piecesIf you choose to keep one or both, please do so at no cost to you-you will not be
re-charged for the piece(s).
To further clarify, we wanted to acknowledge you had previously requested an exchange
for the piece(s), but later changed your mind to a refund (RMA), then back to an
exchange, then back to a refund (RMA) and that was the final decision from you,
resulting in two RMA’s being issued by our returns team, as outlined aboveBONUS REFUND: We have refunded you on an additional piece, not mentioned by you --your Vampirella, premium format figure (SRP $) because you were not totally satisfied with itAgain, you will not be charged if you chose to keep the piece, and not return it
Regardless of whether you return the two Raiden pieces, and your one Vampirella figure please
know MrV***, your Sideshow account will remain closed given the reasons
outlined in our email to you on 9/We feel this will completely satisfy your
account and all recent order questions and concerns, especially with your two
Raiden pieces, and additionally with your Vampirella figure
If you have any questions, please feel free to reply back to the
email we sent you on 9/18 and we will work to quickly address any and all questions.
Regards,
Sideshow Collectibles

To Whom It May Concern,
class="MsoNormal" " margin: 0in 0in 0.0001pt">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

Complaint: 10822076
I am rejecting this response because:
Regards,
M[redacted]
I am happy with everything but 2 things. 
1. I am only getting back  $300.00 for the 2 Raiden figures do to 1 was paid ask the other was paid for by company points.
2. I really do feel like I should get a check in the mail for $340.00 for the points I had at the company do to my account was closed do to the worker's and staff working there found me to be annoying do to all the problems I had. Now to close a customer account do to they found me to be annoying is wrongful termination in alout of ways and that's why I feel like I should be getting my points back in a check. In my case that is why I feel there should be a exception to the rule because there was a exception to the rule when my account was closed. 
All what I am asking for is my money in company points what I own when I was a customer for there site nothing extra even for all these trouble they bean putting me through.

Complaint: 10822076
I am rejecting this response because:
Regards,
M[redacted]
The 2 Hot toys Raiden figures 1 was paid for by a credit card and the other one was only $10.00 paid by me for shipping because it was paid for by company points. I did send 1 back by UPS 1Z675W979098696733.
Also 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 closed. So I do need info of were all the refunds are going because as of now I see it on 4 different cards and it's not adding up for me. I am still waiting on a good some of money. So I do need more or the proper info on these pre orders.
Also something that wasn't talked about in the message at all but was talk about in a email with the company and I. The company has in there owner ship one of my statue that is getting fixed do to problems with all of them that were sent out. It's a Thor PF EX I these would like to make sure that I am getting  that piece back.
Lastly I would like some credit back for the only I had in points on my account at this company. It was $340.00. 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 customer. Here is a picture of the broken vampirella piece I got in Monday broken do to the very thin base. It was still broken in the box please note these taken out for pictures.

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 payments. Mrs. [redacted] used two separate cards for her transactions. Refunds are processed through an automated system between...

one and two business days after the cancellation. Banking laws require that funds are returned to the original credit card / bank of the initial transaction. If an account receiving the refund has been closed, then the bank will issue a check to their former customer. If the customer cannot be located, then the funds will be returned to Sideshow within 30 to 60 days, at which time Sideshow would create a physical check for the client’s refund and send it to their last address. Mrs. [redacted] contacted us via live chat after the refund process was already completed. She was dissatisfied that we did not contact her before her refunds were processed, however it is not Sideshow’s posted policy to do so. At 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 funds. She 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. [redacted]. However, this refund process is dictated by banking laws and not poor customer service or attention to her concern. Sideshow refunded her funds back timely. We no longer have her funds. In addition, we advised her how to accelerate the remaining refund with her former credit card company. We will contact Mrs. [redacted] if PNC bank returns her funds to us as undeliverable, but until that time we consider this matter closed.

I am a long time customer with Sideshow Collectibles and I personally feel that they are a WONDERFUL company. They are always trying to do the right thing. They put customer service at the top of their list. They care. They listen. They respect. Sure, when sending an e-mail it may take a few days for a response, but that is expected. They have only a small handful of staff to handle customers from all over the globe. Versus, Department Stores who have huge call centers that play games on misdirecting the customer and getting no where. Sideshow is not like this at all. Just be a little patient and they do get back to you.
Personally I prefer waiting a few days for a response so that their administrative expenses don't balloon out of control and cause the current prices of items to multiply by 10.
Not only do they continually try to improve their customer service each year, they also are:
* continuously improving the design, materials, paint jobs of their products
* continuously improving the techniques & fabrication they use in their production
* continuously improving the shipping materials
* continuously improving the way they handle their customer service,
* continuously giving it their all !!!
They care that their Quality of Products & Service are better this year (ex: 201y) compared to the past year (ex: 201x). Note: Their current quality is superior to almost any other manufacturer out their. So even though it may seem like they have already pushed the envelope as far high as it can go, they somehow manage to find a way to push it even higher up. Exponentially Higher. How? My guess is because of their loyal and dedicated staff and teams (internationally as well)
Sideshow Collectible pieces are timeless! PERIOD!
For first time customers: There is not enough digital ink to write all of the great things about Sideshow Collectibles. Just remember: genuinely great quality of products & customer service are the first things that should immediately be associated with Sideshow Collectibles.
Also if you are debating about an exclusive version vs. waiting it out, usually the exclusive version will end relatively soon and you will be kicking yourself forever, so, do try to order sooner rather than later (side note: I still regret missing out on the apocalypse exclusive: chain saw).
Lastly, the estimated ship dates for pre-orders are usually delayed by 1 to 3 months. This is not Sideshow's fault, some times it is the California Port (customs delay), some times it is the factory having issues. Please remember this, even though if you have a pre-order due in December and were expecting it for Christmas, but it got delayed to March because one piece/component was not up to their standards, think "Heck Yeah, I would rather wait and have a perfect TIMELESS piece that does not have a mangled/defective part, but rather is a true museum art piece."
By the way: I have never worked at Sideshow Collectibles, I am not related to anyone working their, etc... I am not talented, but I do appreciate Dedicated Talent & Honorable Craftsmanship of others! Namely Sideshow Collectibles!
Note: The things I mentioned in this entire review are simply just my personal experiences and I hope you too get the same great quality of service and product.

Sideshow
Collectibles manufactures and produces limited edition collectibles. As 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 limitations. We allow those collectors to have multiple accounts
at one residence, however they MUST maintain separate credit card information
within their accounts for security purposes. We 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
residence. We have advised the couple of our policy and it was noted within
their accounts that in September 2012 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 card. We 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 unfairly. That was not our
intention. We 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 2/26/2014 to discuss her experience and review
Sideshow's credit card policy. We have left a voicemail and will attempt to
contact her again. However, our account and credit card policies are posted and
will not be altered.

Hi E[redacted] thanks for being a loyal customer, and enjoying our figures over the past 4 years. We're sorry this piece had post-prototype updates that made you change your mind, but please know, we understand. Having 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 happen.
Our 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 production. We hope you can quickly mark this resolution 'Satisfactory' and we can close this out. 
Please look for a follow up on your request tomorrow. Thanks in advance!
Regards, 
Sideshow Support

Complaint: 11097888
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]

Sideshow creates
limited edition statues that are hand crafted, painted and assembled. This
means that the finishing on each piece, although consistent throughout the
edition, will vary slightly from item to item....

 Even though many of our
customers enjoy the final look of their items, some may not. This is the reason
why we make sure to offer a 30 day Return Policy so that if at any time Mr.
Shih is not satisfied with his item after inspecting it, he can get his money
back.
Mr. Shih
contacted our Returns Department about damages to his Batman Premium
Format figure  shorty after receipt. He also expressed that he was unhappy
with the final outcome of the production pieces versus the prototypes that he
had seen previously, specifically in the tailoring of the cloth costume and
paint applications to the face of the statue. At this time we  have
assisted Mr. Shih in replacing the parts of his statue that were
damaged. However, he is ultimately unhappy with the piece in its entirety,
which will not be resolved through replacement parts. We have offered to
retrieve the item at no cost to him and refund him in full. 
At this time the
only option is for him  to keep the statue, which has now been made whole
with the replacements parts that he received. We also have credited his account
$50 for any inconveniences that he has experienced or disappointment
that he may have with his final item. In addition, we have shared his concerns
with our upper level management and production teams, whom are responsible
for the creation this particular edition.
At this time, we
are considering this matter closed.

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 client. At the time of pre-ordering clients are given an estimated delivery time. If there are complications...

in the production of an item, the clients are notified by e-mail. They always have a choice to get a full refund of any deposits if such delays should occur. In the case of the item Mr. [redacted] pre-ordered, it was indeed delayed in production. Clients 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 statue. We responded to him within two business days with answers to his questions and reiterating the nature of the item's creation process. We did not hear from Mr. [redacted] again until his Revdex.com complaint in November. We 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 us. We continued to contact him through email and thanked him for bringing his concerns, about the lack our product delivery information, to our attention. We apologized, refunded his deposit immediately and offered to keep his pre-order active with an additional $20 discount and free shipping for any inconvenience that he experienced. We asked Mr. [redacted] to reply to us by Friday, Nov. 28th if he was interested in this resolution but as of this post he has not acknowledged our offer. As such, we will follow his original request to cancel his pre-order and close down his account. The staff at Sideshow diligently works with our clients if they have concerns but unfortunately not all situations can be brought to an amicable solution. At this time we consider this matter closed.

Revdex.com:(And to Sideshow Customer Service Team) 
It appears I was in error. When I called them, the situation was not made as clear as it was in this follow-up response; or it is possible that I misunderstood the representative I spoke to.  At the time it simply sounded like they were being evasive. I sincerely apologize to them for the misunderstanding, and would like to thank them for clearing it up.Still, I grew up with "the customer is always right" ideal. Sadly that is not the case with many companies any more. A good customer relationship was always more important than a few bucks, because it meant the customer felt valued, which meant customer loyalty. A most excellent return on investment if there ever was one.
That said, I do accept their answer and I do understand now about how this particular promo worked, and that there was a limited stock to it. 
Again, my deepest apologies to the Customer Service Team for my misunderstanding of the matter. 
I, the customer, was wong...
Regards,
[redacted]

Mr. V[redacted], we understand your concerns and have addressed them in previous emails to you, to which you have replied. Below we will address each of them again, to ensure we haven't missed anything you've raised. Thanks 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 $599.98 for both. However we understand you have returned one of the pieces, by choice, thank you for that.
Itemized Refunds / CC List : As you mentioned, we did in fact sent you a confirmations for each refund, on each piece / order. We have asked our billing team to highlight which card each (refund) was issued to, and send that via our ongoing email chain.
Thor 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 ship. No changes on the return of that piece.
Sideshow 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 $399.00.
Again, we're sorry for any confusion regarding the refunds, account closure and the outstanding item. We hope this will satisfy all of your requests and concerns.
Regards, 
Sideshow Collectibles

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 order. I appreciate the 20 dollar credit that is very generous of you.

Sideshow makes limited edition, high end statues of popular characters form movies such as Star Wars, Avengers, Batman and more. Each edition is limited in number and offered for pre-order to our clients up to six months to a year in advance of their completion. Since we are creating...

an item specifically to fulfill a collector’s pre-order, we do ask for a Non-refundable deposit at the time of pre-order to make sure that the collector is serious about their choice before we reserve an item from the edition for them and begin to create it. The collector must agree to this non-refundable deposit before check out and this is further defined on the ordering page, with a pop up definition and link. This item is not refundable (NRD) or transferable as a roving credit as it is tied to that specific item. As Mr. K[redacted] states, he has already contacted us with this same grievance at an earlier time and we have, in good faith, extended a customer courtesy to him to reallocate a deposit. At that time, he was reminded that the deposits are non-refund able and tied to his specific order and to be sure in the future which item he wants to actually purchase. We apologize if Mr. K[redacted] disagrees with our posted non-refundable deposit policy. Even though Mr. K[redacted] refused our initial offer, we still would be happy to reopen his account with his $25 promo credit as offered. He just needs to contact us at [email protected]!

Dear J[redacted] we're reviewing what actions were taken on your account, after the cancellation. We're expecting to see the refund we attempted to issue on the 21st went through, as mentioned in our reply.  The email you referenced in your reply, was dated the 20th, which doesn't include the refund, so we understand the confusion -especially if the refund (from the 21st) has yet to go through. 
Let us work investigate this on our end, and once that refund for $40 goes through, we hope you will mark this resolved. 
Thanks in advanced, 
Sideshow Support

Complaint: 11097888
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 cancel. Nothing has been resolved or refunded.  Please read the following:
  
On Jan 20, 2016, at 3:10 PM, Brennan Mount <[email protected]> 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
2630 Conejo Spectrum St.Thousand Oaks, CA 91320 | Sideshow.comOffice: 805.214.2151 | Fax: 805.214.2190

Dear Revdex.com,The customer ordered his Wonder Woman statue on a flexible payment plan. The item does not ship until the last payment is made and the client still owes his last payment of $132.80. Our Customer Service team is contacting the client today directly to see if he wants to expedite his...

last payment!

Review: I ordered with this company a number of years but for the past 2 or 2 and a half years I bean getting items broken or with paint problems. I these got a Hot toys Raiden figure in and he came with a broken right elbow. I what'ed to look and I saw this problem is had with almost all of them. I had to wait a full week for someone to get back to me when I was told I was going to get a phone call or email in 24-48 hours if so and I didn't because this said they didn't get my email what I get told alout from them that's why I try and call them by phone. Today I called then because it bean 2 weeks after I asked them for a return label for that figure and for anothing one of the same kine with the same problem and they canceled my account do to they said I was calling them 10-15 times a day what I wasn't at all or even in a week and now I have over $620.00+ of broken figures and money in payment plans going to cards that I don't know and that they are not willing to tell me. So now I am out of ALOUT of money also a order that they need to replace that I don't know what is going on with. I can't even over look my account to see if I got all of the money back for all the right orders and the company is not helping me in any way. If you need a copy of the email I got or any picture of the broken items I have or got let me know Revdex.com.Desired Settlement: A Full refund on all my ordered to the card I have/had on my account. I am not asking for anything else then my money that I put into this company and now got no goods.

Business

Response:

Dear Mr. V[redacted], we’re sorry for any confusion after the

recent closing of your Sideshow account. We’d like to recap the status of your

Sideshow account, all recently cancelled orders, and the pending RMA Refund

situation with your two mentioned collectibles. Here are the details,

SIDESHOW ACCT STATUS: Your Sideshow account was

closed last Friday, 9/18 and cannot not be reopened at this time, given the

reasons outlined in our email to you on the same day, 9/18

OPEN / PENDING ORDERS: All pending Sideshow orders

were cancelled and refunded last Friday, 9/18. You received email confirmations

for each of those cancellations / refunds.

REFUND (RMA) REQUEST: We sent two different

sets of RMA’s -one via email and the other via USPS, on 9/15 for the two Raiden - sixth scale piece (SRP $299.99) pieces you purchased from us, Manufactured by Hot Toys limited but please

know we have already refunded you for both pieces. If you would like to return these pieces regardless, please use the

pre-approved labels to return the (two) pieces. If you choose to keep one or both, please do so at no cost to you. -you will not be

re-charged for the piece(s).

To further clarify, we wanted to acknowledge you had previously requested an exchange

for the piece(s), but later changed your mind to a refund (RMA), then back to an

exchange, then back to a refund (RMA) and that was the final decision from you,

resulting in two RMA’s being issued by our returns team, as outlined above.BONUS REFUND: We have refunded you on an additional piece, not mentioned by you --your Vampirella, premium format figure (SRP $399.99 ) because you were not totally satisfied with it. Again, you will not be charged if you chose to keep the piece, and not return it.

Regardless of whether you return the two Raiden pieces, and your one Vampirella figure please

know Mr. V[redacted], your Sideshow account will remain closed given the reasons

outlined in our email to you on 9/18. We feel this will completely satisfy your

account and all recent order questions and concerns, especially with your two

Raiden pieces, and additionally with your Vampirella figure.

If you have any questions, please feel free to reply back to the

email we sent you on 9/18 and we will work to quickly address any and all questions.

Regards,

Sideshow Collectibles

Consumer

Response:

Review: 10822076

I am rejecting this response because:

Regards,

M[redacted]

The 2 Hot toys Raiden figures 1 was paid for by a credit card and the other one was only $10.00 paid by me for shipping because it was paid for by company points. I did send 1 back by UPS 1Z675W979098696733.