Sideshow Collectibles

Review: My statue was payed in full on the 1st of February and have yet to receive the item or tracking number of shipment. I contacted the customer service and was not provided any updates or reason as to why my item has not been received.Desired Settlement: Please have someone contact me and let me know what is the status of my item be it e-mail or phone.

Business

Response:

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: Sideshow has put out many products over the years and it's usually on a pre-order basis. Prototypes are shown and orders are taken with a non refundable deposit at time of order and a year or so later, the product is shipped to you after the balance in payment is paid. About two years ago, a Batman statue was shown online and at various shows. product can be seen here http://www.sideshowtoy.com/collectibles/dc-comics-batman-sideshow-collectibles-3...⇄ delays and longer than expected production time, the product that we got was very different than the one we ordered. Main issues were the saggy armpit area, the heavy 5 o'clock shadow, the lack of a raised bat sign on chest, and then the attitude of Sideshow once customers got these and started to complain.(1)Armpit area-there was major sagging around the armpit area where the cloth suit of the product made the armpit look like it started half way down the torso instead of where the armpit should actually be, under the arm.(2)The facial paint of the product was poorly done so he resembled a vagabond that hadn't shaved for a week.(3)The bat sign on the chest of the product was originally shown as having some definition and raised slightly off the chest, the final product was tampo printed.(4)The reply I received from Sideshow Collectibles was essentially, if I didn't like it, then just return it. This was also the reply for several other who shared similar opinions as myself regarding this matter and contacted Sideshow.This company took my(and 1999 others who pre-ordered)$40 non refundable deposit, held it for almost 2 years, then released a product that was inferior to the one they showed.Desired Settlement: I want what I preordered, what was shown in pictures when I made the order almost two years ago. I feel it is the responsibility of the company to produce similar, doesn't have to be exactly the same, final product compared to what was originally shown to the customers for pre order. Similar enough where if you look at the final product and look at the prototype, there should be no major noticeable differences.

Business

Response:

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.

Review: On August 16, 2012 I placed an order with Sideshow Collectibles for a product. That product is the "Sideshow Exclusive Master Chief Statue". Shortly after placing the order, it was deemed "sold out" and the order was changed in status to "processing" per my account on their website. Through April of 2013 I had received no communication on the product's status from any route: not through email, account, or social media. I inquired through Facebook (Sideshow's preferred method of communication per their website) and I was told at that time the estimated shipping date was June 2013. I was also told that they were "testing a new communication system and I would receive updates going forward". While a 10 month wait for a product is extreme, I was at least happy I had a target. June 2013 passed with no further communication. In July 2013, I once again inquired through Facebook and was told this time that the expected shipping date was "September". Again, there was no resolution, hard time frame, nor communication. It is now nearly November 2013. I again have received no communication, there have been no updates, and my product order on Sideshow's website continues to simply show as "processing". It will soon be 16 months since the order was placed which is an experience I cannot fathom as being acceptable in any regard, from any retailer. And yet, still to this day I have not received a single update on the product nor is there a hard date for product delivery. This is by far, the worst customer experience from a company I have ever encountered.Desired Settlement: Sideshow should:1. Set customer expectation before the order is placed. It should be clearly stated that the products are not yet manufactured, there are no ETAs, and that products could take up to 18-24 months for delivery. 2. A communication system should be in place for each order which will inform buyers of the status of their order and when delivery is expected. 3. If delivery is not met within a reasonable threshold, compensation should be considered.

Business

Response:

Sideshow Collectibles manufactures items that are hand crafted and each piece is individually finished and painstakingly detailed. Because of this intensive manufacturing process, licensor approval and production can take longer than we initially anticipated causing delays in the delivery. When items are first solicited, we try to provide the best possible estimate based on all the information we have at that time. However, there are many factors that can delay the arrival of the items. We do our best to clearly mark every pre-order that all shipping dates are estimated until further notice is given.

Although we do have a Facebook page that can release general information, we strongly advise our customers to call [redacted] directly for specific questions about their orders. Due to privacy concerns, we can only answer general questions on Facebook as those answers are not a private communication.

We do understand that product delays can be frustrating and we apologize for any issues this may have caused for Mr. [redacted]. We have contacted him several times via phone and email to resolve this issue with him. The Customer Service department has refunded his deposit for this order. We also offered our client the option of canceling the order altogether or keeping his pre-order and we will waive his ship costs when it does come into our warehouse. As of today, we await Mr. [redacted]'s decision.

We appreciate Mr. [redacted]'s feedback and will be sending out a product delay alert via email to all of the customers that have the Master Chief Premium Format Figure on order.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9771484, and find that this resolution is satisfactory to me at this time. I would like to point out that despite the complaints from many, no changes have been made to notifications by Sideshow at this time and thousands of consumers are still left completely in the dark. I would also like to point out that Sideshow requires a deposit on all orders yet holds those funds indefinitely with no timeline for delivery.

Again, how this is considered an acceptable business practice is beyond me and I will continue to follow up with other Sideshow consumers.

Regards,

Review: Star Wars Aayla Secura statue was shipped 12/10/12. I initiated an exchange on 12/16 due to a product flaw. 12/18 [redacted] requested pictures. Pics sent same day. 12/20 I emailed Daniel regarding replacement status. 12/27 I received a reply that they didn't have replacements. Was given the option to be placed on a waitlist for an exchange to come in from the factory or send the statue back for a refund. After a few exchanges via phone and email with Daniel and Ashley Bodily, I chose the waitlist. I was guaranteed replacement but not told how long it would take. 1/23/13 I was told that the replacements would be received from their factory in April. 4/24 I emailed Ashley regarding status. Daniel replied the replacements were now expected in June. 6/18 emailed Daniel regarding status. He replied 6/19 the replacements were on the way to them and should arrive the end following week 6/28. 7/15 I emailed Daniel inquiring on status. Daniel said statues arrived and were being inspected. Once Sideshow finished inspection, they would be sent out. 7/19 I received an email from William Mendoza that my replacement was being sent out. 7/24 I received my replacement in far worse shape than my original statue. I was surprised since I was told that these had been inspected. I emailed William to start the exchange process again. 7/30, William emailed requesting pics. I sent them the same day, and he confirmed he got them. He said that he would have an answer for me about another replacement in 24 hours. I emailed William 8/1 and left a phone message on 8/2 since I had not heard anything. By 8/5 I still had not heard back from William. I called CSM Mike Tolentino and spoke with him about returning my statue, as the exchange process had run its course. He said I would be receiving a UPS return label via email so I can ship everything back. I received the UPS return email the same night, but could not retrieve the return label. After numerous calls to Sideshow, I was able to get labels.Desired Settlement: The boxes have since been shipped back to Sideshow on 8/8 with the agreement that I would be refunded immediately, the same day. An email from [redacted] stated he was aware that the items were on their way back to Sideshow and that I would be refunded on Friday. My account still doesn't show anything pending for the record, but I will give it a few more days. Visit http://www.wetacollectors.com/forum/showpost.php?p=1430764&postcount=25 for pics of the "inspected" replacement Sideshow sent.

Business

Response:

Thank you for your recent communication about our client Mr. [redacted]'s issues with his [redacted] Statue purchase.

All of our products are hand crafted, assembled and individually hand painted. Due to this process, the paint finishes will be slightly unique from piece to piece. Sometimes there maybe unintended textures with the finishes that are due to the process, such as splotches and lines. In other cases the issues with the finishes can be purely subjective based on the client's preferences and expectations, something we do not consider a manufacturer's flaw. In any case all of our clients are protected by our 30 exchange / return policy, which included Mr. [redacted] purchase.

Our client contacted us within the returns window to tell us about his dissatisfaction with the paint details on his statue shipped to him on December 16, 2012. At that time, we did not have any additional replacement stock for our client and we were prepared to give him a full refund as per our policy. However, Mr. [redacted] wanted this piece for his collection so we offered him a rare opportunity to receive a custom made replacement for his item but he would need to wait for it to be created and shipped back to us, which was estimated to be around April 2013. He chose this option to wait and keep his order intact.

During that time our client contacted us to check up on the availability of the replacements. Upon these inquiries the representatives gave the best estimated delivery date possible, as well as the offer of a full refund if Mr. [redacted] no longer chose to wait for his replacement. The replacement statues were not completed until June 2013, and were received within our warehouse in July 2013. On July 19, 2013, the replacement was shipped and received by Mr. [redacted] on the 24th. Mr. [redacted] contacted us that day to report that he had problems with his new replacement statue. On July 30th, we finally received pictures of the client's potential paint concerns. We understand the frustration that the long fulfillment time caused with our customer and we were doing our best to find and inspect another Aayla statue for our client.

On August 5, 2013, Mr. [redacted] contacted our Customer Service Manger requesting a full refund. As per our policy, posting a refund is not an immediate process as we need to retrieve the merchandise back into our warehouse prior to proceeding with a transfer of funds. However, we bypassed our policy and planned to expedite his refund and discussed with our client how we would do this. At which time he indicated the resolution was acceptable. On August 7th, Mr. [redacted] posted his redundant complaint to the Revdex.com, as we had already reached an acceptable resolution in his Returns case two days prior. On August 8th, and 12th he was contacted by our reps to make sure he received returns labels and that his refund process was proceeding as expected. Each time our client seemed content with the resolution. As of today, August 20th the client should already be in possession of his refund.

We apologize that the wait time for a replacement was a bit longer than anticipated, but we feel that we did offer Mr. [redacted] many opportunities for a refund of his purchase during the wait time. We understand that sometimes these situations happen when you create hand crafted, limited edition product. Sideshow Collectibles feels that we went above and beyond our Returns / Exchange policy by creating a custom replacement option for Mr. [redacted] and we are equally disappointed that he did not like the statue in the end.

Review: I ordered the Poison Ivy PF statue and when it arrived the statue had scratches on the legs and a poor paint job on her bottom. I filled out the form on the website and sent pictures. A week later I got a follow up email that asked for the same info. Today I received an response that said "Thank you very much for contacting the returns department with pictures of your Poison Ivy PF (Item #3002201). We have compared your images to stock pieces and unfortunately we do not believe we could provide you with a replacement that would be an improvement. Please keep in mind that these items are hand crafted and are as unique from one another as the characters they bring to life. We apologize for any inconvenience or disappointment this may have caused you." Why can't I decide if the replacement piece they send me is better or not? For $400 these statues should not have any problems but when it happens they should fix it.Desired Settlement: I would like a replacement piece shipped out to me and if it is not an "improvement" then I will happily ship it back to them on my on dime.

Business

Response:

The consumer’s email was originally received on Thursday June 6th. Unfortunately the photos that were provided were unable to be viewed by the returns representative. A request was made on Wednesday the 12th for additional photos in order to see the issues that the consumer was concerned about.

Upon receiving the photos, the representative was able to determine that the minor blemishes that were reported were consistent with other statues that have been inspected. It is important to remember that the hand finished quality of our items are what make each statue unique and the variations from statue to statue are what makes every individual statue a work of art.

If the consumer insists that we send a replacement we will be happy to oblige her request and in the event that she is not happy with the replacement available, she will be responsible to ship the items back to us per her suggestion to the Revdex.com, and we will be able to issue her a full refund of her original order.

We contacted the consumer on the 28th of June with these options and followed up on the 3rd of July. We have yet to receive a response from our offer.

Review: Sideshow advertises their 'Premium Art Print' as 'Hand Signed' by the artists. However, I recently found out that the artist signature is fake, it is printed on the art print.This decreases the value of the art print significantly. I don't consider these art print 'Premium' at all at this moment.Sideshow charges $79.99 to $89.99 for unframed art print. I am happy to pay this price if they are with truly hand signed by the artist. If without the artist signature, I think the price for each print is $30 top, to be fair. I hope this issue can be addressed properly.Desired Settlement: Adjust the price of the art print. Refund me the difference. And apologize to the collectors.

Business

Response:

Dear Mr. W[redacted] understand your concerns about the premium art print you purchased. We apologize if the description of the artist signature on the print was not as clear as to what it was, and the process in which the prints are signed.

Our prints do not have a fake signature, they feature a mechanical reproduction of the artist signature in pencil. A specialized machine with an actual pencil scribes the print by mirroring the original signature the artist provided to us for these prints. The industry term for this process is 'penciled signature,' which is why our original description was 'Authorized penciled artist signature' on our product pages featuring the prints, as opposed to 'individually hand-signed artist signature', indicating each one was hand signed by the artist --which would have also resulted in a significantly higher retail price.

We have since updated the description and removed the 'industry term', in order to better describe the signature, so you may see updated descriptions now referencing 'digital signature' or 'mechanically scribed pencil signature' in order to more accurately describe the signature process and style for our collectors.

If you feel that the mechanically scribed pencil signature changes the nature or enjoyment of your Sideshow limited edition print collection and you wish to return them for a refund, please reach out to us([redacted]@sideshow.com), and we will expedite a pre-paid label for the prints safe return.

Thanks for taking the time to read our response, we hope that you do choose to keep your limited edition, premium art print in your collection.

Best Regards,

R[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10787067, and find that this resolution is satisfactory to me.

Regards,

H[redacted]

Review: I bought an Robocop Action Figure (order number TC###687) on a pre order in June/ 2013 and it should be delivered in February/ 2014. In October/ 2014 the item had not yet been delivered. Due this over 8 months delay I requested the order cancellation and a full refund. Until now I didn't receive my refund. The company claim to put the funds in the credit card I placed the order, but the credit card was cancelled in august/ 2014. My credit card information was up to date in SideShow website when I requested the order cancellation. I try to verify if the funds was available in my bank but there was no funds in my name. My bank explained to me that when something like that happens (try to put a fund in a cancelled credit card), the funds turn back to the original account. I already sent several emails to Mr. [redacted] (customer service manager) trying to solve this issue unsuccessfully. If you need, I can send you a full email historic sent/ received to/ from Sideshow Collectibles.Desired Settlement: Since the order was cancelled and I didn't receive the item, I would like to get a full refund in the amount of $232.50 in my current credit card.

Business

Response:

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 client. The item Mr. [redacted] had ordered had been delayed by Hot Toys who manufactures this item. Due to their delays, we did grant the customer a full refund of all funds paid towards this figure. On October 14, 2014 the full refund in the amount of US$232.50 was completed to his credit card originally used for this purchase. We understand the client indicated that he updated a new card to his online account, however it was not updated to this specific order. Even if it had been, refund procedure requires the funds to be sent to the card they were drawn from. This 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 client. The information Mr. [redacted]’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 funds. After 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 90 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. [redacted] in the most favorable manner possible. We have notified Mr. [redacted] via e-mail that we will be cutting him a physical check for the amount of US$232.50 immediately. We will send it to him FedEx, after he confirms with us his complete contact details to insure the check is posted correctly.Best Regards, [redacted]Sideshow Collectibles###-###-#### Office * ###-###-#### Fax

Review: I purchased a joker doll online from sideshow collectibles on 9/6/13 and when I received it the outer box was damaged and being a collectible it was useless.I contacted them and days later they responded they will send a return label in 7 days.Then I receive a call from daniel and tell him the trouble it is to return items so just send me a label and refund me I will not deal with them anymore.Finall a week later I get a label and return the doll.They received it on the 24th and claimed they refunded me on the 26th which was a lie since I called my credit card company and no credit was issued.I have since called them and still no refund but yet they have my money and the returned doll.Desired Settlement: Just issue the refund so I can be done with this awful company and the next step is a fraud filing.

Business

Response:

Sideshow Collectibles has a 30 Day Returns Policy, which protects its customers from item damage during shipping or if they change their mind about their purchase. Information about our Returns Policy is sent directly to our customers via email within their purchase confirmation and delivery emails. It is also posted on our site and is referenced within their online accounts.

Mr. [redacted]'s item was delivered on Friday, September 13, 2013. Upon inspection, he found slight box damage and contacted us that day by email towards the close of our business day Pacific Time. Understandably he was disappointed with the minor box damage that he discovered, however his email to us was filled with disproportional aggression, profanity,and threats. Due to the tone of his email, our representative contacted him directly by phone to accelerate the returns/exchange process. A prepaid returns label was generated and sent that day, Monday Sept 16th. We reiterated our Returns procedure to the customer at that time; Upon receipt of his item into our warehouse, we would issue a credit within 48 hours. However, he needed to keep in mind that his own credit card company could take additional time to register the credit and apply it to his account. Time frame for which Sideshow Collectibles has no control over.

Mr. [redacted]'s item was received into our warehouse on September 24, 2013 and his refund was processed and sent out on September 26, 2013. We emailed Mr. [redacted] with the credit information to which he responded to with another hostile, profanity riddled email beginning with "Hey Aes" and ending with "you piece of crap." He ultimately is not understanding that his credit was due to be issued after the item was received back into our possession, which was done as per our policy within 48 hours. In addition, he is not recognizing he was told that his credit card company may have their own internal credit posting policies, which may delay the credit back into his account on their end for an additional 5 - 7 days.

Even after all of our correspondence, Mr. [redacted] reported an already closed issue to the Revdex.com on September 30, 2013. After receiving the Revdex.com correspondence, our representatives attempted to contact Mr. [redacted], via phone the same day, to provide additional proof of the credit routing information to him. He responded with another aggressive email requesting for us to stop calling him and "promising to make our lives hell".

As of today October 1, 2013, we are emailing Mr. [redacted] the confirmation / routing information for the issued credit and strongly suggesting he follows up with his card company because we are now considering the matter closed. Due to the immature and disrespectful way that Mr. [redacted] has conducted himself with our staff, we will be canceling his account.

Business

Response:

On October 1, 2013 Mr. [redacted] was sent all of the available financial reference tracking information which illustrates the disbursement of the credit back to his credit card company. Due to privacy purposes the credit card company will not speak with us in regards to any aspect of Mr. [redacted]’s account information. We are very sorry that Mr. [redacted] continues to make additional issues for himself; we have suggested that he contact his credit card company and give them the refund information we provided him or give the credit card company the allotted internal processing time to post the credit back to his account. We believe that we have done our due diligence and this case has been closed.

Consumer

Response:

Review: 9744126

I am rejecting this response because:

Ya I keep making issue for myself is right dealing with awful companies like sideshow,like I told sideshow its thier hides on the line,I do not owe anything to my credit card company they put a stop to that,sideshow owes the credit card company ive done my due dilligance in the matter and no way will I clean up thier mess when they come after you thats your problem and by the way you didnt cancel my account I did and every order I had with you so stop trying to make yourself look good cause your just the worst online.Its your problem now good luck.

Regards,

Review: I am complaining that Sideshow Collectibles doesn't have any weekend customer service. I accidentally placed an order on Friday January 31st 2014 by mistake and wanted to try and cancel it as it was shipping soon.Problem is Sideshow's Customer service is only available Monday-friday 8:30-5:30. That is Silly Amazon of all places will give you customer service whenever you need it. I wish sideshow did the same.All I want to do is just cancel my order that shouldn't have to wait to monday when it might actually ship.Desired Settlement: I just want the order cancelled before monday and not have my card charged

Business

Response:

We apologize if Mr. [redacted] was unable to get live Customer Service assistance over the weekend after he accidentally ordered something from our site. Although our customers can order 24/7 from our online store, our Customer Service and Shipping departments are open during the week days only, 9am to 5 pm PT. This means that orders are not charged or shipped out over the weekend.

Rest assured, Mr. [redacted]'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. [redacted] was frustrated by the his experience with us and we would like to offer him a $20 credit to give us another try!

Consumer

Response:

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,

just wanna thank Sideshow Collectibles for their quickness in cancelling the order. I appreciate the 20 dollar credit that is very generous of you.

Review: My husband pre-ordered a Wonder Woman statue in AUGUST with the understanding that the ship date would be October. This was to be my birthday gift (in November). Well, needless to say, it came and went. No statue. So after much calling he was assured that it would arrive in time for Christmas. Hmmm, well no. Again he calls and gets the run around. Now it is showing a shipping date of up to February!!! At NO point was it mentioned that it could take more than 6 months to receive the item. Simply put this is fraud. If you are not going to honor dates then don't advertise them NOR hold a substantial amount of money hostage till you get your act together. We can't cancel as we would lose it. Just poor business practice and others should beware!!!Desired Settlement: I would like to be contacted by someone who can give a definitive date, some sort of remuneration for consistently withholding goods that have been paid for in FULL, and at all future purchases (for others for I will never buy from them again and will probably encourage others not to do so either) to include a clear warning that items may be pushed back indefinitely and customers need to know they can't get their money back.

Business

Response:

To Whom It May Concern,We attempted to contact Mrs. [redacted] twice via telephone on Wednesday January 7, 2015. The voicemail was full and we were unable to leave contact information. She 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 busy. After 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 further. On January 8, 2014 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.

Review: Company would not honor their promo code.I obtained an authentic promo code. A code which was supposed to not end until the end of 4/22/15 GMT. The code was working for me when I typed it in (on two of the appropriate items the code was intended for). It gave me 40% off the total. But when I went to actually try to place the order, the code would no longer work. This was around 11pm EST. (Which of course is earlier than the deadline). It seems they ended it early, because when I opened up another browswer to check the code again (in pre-check out where it had previously worked just fine), it said it was no longer valid. Again, this was still well before the end of 4/22/15 GMT. I called Sideshow about it but they refused to honor their promo code.Desired Settlement: I would like them to honor their promotional code.

Business

Response:

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 hosted. The code was restricted to VIP ticket holders and further limited by a duration window or while the limited supplies lasted. When utilizing the code, the transaction and item is secured only after selecting the check out button. If 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 followers. This resulted in the rapid depletion of the event's allocated stock. Once the stock was gone, the code and promotion expired as per the terms. We contacted Nerdist.com to alert them of the error and to immediately delete the post.When Mr. [redacted] called to inquire about the code, we verified that he was NOT a ticket holder of the Hollywood, CA based event. The event details and code restrictions were explained to him at that time. Our obligation for this promotion was only to event attendees and only for the duration of the allocated inventory. We do, however, have other promotional discounts such as Free Shipping and a first order $10 discount that our Customer Service Manager would be happy to extend to Mr. [redacted] if he remains interested in the items.Best regards,Sideshow Customer Service Team

Consumer

Response:

(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.

Review: I have been a customer of sideshow collectible for many years and records will show what a loyal customer I have been with them. Often I will use one of my husbands cards to pay for an item by having my husband fill out a form and providing a copy of both his ID and the card he authorized me to use it is a policy with side show that it must be authorized by the card holder, my last order with side show was denied. When I called I spoke with Daniel over accounts he told me that he denied the transaction due to the company having too much fraud between husbands and wives I was appalled by his comment and somehow felt he was accusing me of being less than trustworthy because I was married. I asked him if it was a new policy and he told me no it's just what they are going to do. I called my husband and he was told the same thing I am upset and feel that I have been treated differently because of my marital status this is discrimination to say the least and should immediately be addressed I would appreciate a call from a supervisor and unfortunately this is the only way I could get ahold of one because when I asked him to speak to someone above him he explained there is no one above him.Desired Settlement: I would like contact from the owner of this business my primary objective is to help draw awareness to the individual I was in contact with. Employees with his mentality are risk to the profitability of this company and this is critical with discrimination especially when lawyers are involved I would like to personally speak to the business owner so I know they are aware of the risk the business is taking with this individuals employment. Thank you

Business

Response:

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.

Review: Hi there, I've been a loyal customer of your business for years, purchased many items that I am totally thrilled to own. Unfortunately, my issue is with an order I placed on Sep 14th 2014 TC[redacted]88 for the 1:6 scale Hot Toys Delorean that I would now like to cancel, and have all of my money refunded. I purchased this item on a payment plan and I am now aware of the policies concerning NRD and cancellation fees, but I feel that the product I had agreed to preorder was misrepresented through false advertising and does not reflect the final product that will be shipped out. The specific issue here for me, is the lack of LED lighting in the time circuits (front dash board display) of the Delorean time machine that was shown both at conventions and in early advertising. The early Hot Toys ads shown on your product page at the time of me placing my preorder clearly showed this part of the product to be illuminated, and in the final production model--this will not be the case. I find this to be unacceptable and I feel that it voids the contract made with the preorder because I was buying a product that you are not actually selling. Please make this situation right. Thank you.Desired Settlement: Full refund of all money given for originally advertised product.

Business

Response:

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.

Review: I took delivery of an item under order number TC86[redacted]6 on 30th of June 2015. The box arrived soaking wet and was completely crushed and the internal packaging was also damaged. The item cost $400 including shipping from the US to the UK and is an exclusive version of a high end collectible so the packaging is equally important. The company refuses to send me a replacement and only prepared to offer a $20 credit. I was not happy with their proposal and they said that they will provide a refund if I paid for international shipping to return it.I don't see why I should incur any additional costs as I am the customer here.Desired Settlement: I would propose 3 options in order of preference:1: Send me a replacement item and collect the damaged item but they should pay the shipping costs. 2: If the above is not possible, then I would settle for the replacement packaging to sent to me free of charge. 3: If neither of the above is possible then a $100 credit to be added to my account.

Business

Response:

To whom it may concern, Mr. T** has purcha**s **veral things from Sideshow, and we would love to keep him in the Sideshow collector family. In our initial communication(s) with Mr. T** 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 Mr. T**'s initial concerns, becau** the box certainly looked weathered.Since posting this, Mr. T** has graciously accepted our $20 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 product. We want to thank Mr. T** for being patient and taking the time to reply to us, and accept our offer.

Best Regards,

Sideshow Collectibles

Review: On 5/25/15 I received an e-mail promotion for 20% off select merchandise on the Sideshow Website.I placed an order the same day for 2 items at a total price of $580.The 20% discount was applied and my order was shipped.On June 3rd, 2015 (7 business days later), I received another promotional e-mail from Sideshow. This time offering 30% off the same products that I had just ordered at 20% off.I contacted their customer service department through their on-line chat help on June 5th, 2015 and was informed that it wasn't their policy to adjust orders in such a way. The chat rep (E[redacted]) provided me with her supervisor's e-mail & phone number.[redacted]@sideshow.com(805) 214-2136I called W[redacted] at 3:39pm est, the same day. AND sent an email, asking for a same day resoulition. (e-mail chain can be provided if needed.)As of Monday June 8th at 3:13pm est, I still had not received a response, leaving yet another message on W[redacted]'s voicemail.On June 8th at 4:36pm est, I finally received a follow up from W[redacted] apologizing that they couldn't refund the 10% and offering a $25 "coupon" in it's place. (Which ultimately is a trap for me to buy additional product to "get" that money.)I called again today & yet again, had to leave a voicemail informing W[redacted] that this was unacceptable & I was contacting the Revdex.com. (I also e-mailed this information to him as well.)I have spent tens of thousands of dollars at Sideshow Collectibles of the past 10+ years I'd I find their lack of appreciation for not just my past business, but my future business as well appalling.Desired Settlement: I would like my credit card account credited the additional 10% ($58) off my original order, that I would have received if I had waited 7 business days.Thank you

Business

Response:

To whom it may concern, Mr. B[redacted] is a valued collector here at Sideshow and we would love to keep him as a loyal customer. What Mr. B[redacted] outlined is fairly accurate, he referenced his 2 purchases, amount(s), coupons, communications, and the $25 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 Mr. B[redacted]. Sideshow Collectibles makes limited edition figures and statues and from time to time we offer ‘unique’ promos on unique pieces and Mr. B[redacted] would have been able to participate in the special 30% off promo with any ‘new’ order (on the special pieces) but Mr. B[redacted] had already placed his order with a 20% off promo a week before, as he outlined and it was already shipped/delivered. It’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 Mr. B[redacted] we reached out and shared we could bend the rules and offer the difference -10% / $58 off one of the two (new) open orders Mr. B[redacted] currently has in our system. This would allow him to use the credit sooner, rather than later on a ‘future / potential’ order, which Mr. B[redacted] didn’t want to do. Mr. B[redacted] has expressed he would be happy with this resolution and thanked us for rectifying it. Best Regards,Sideshow Collectibles

Review: Products were advertised to included "penciled artist's signature", which led customers to believe it was an actual hand written artist signature, which customers later found out, after buying several products, to be a digital copy of the artist's signature.Desired Settlement: I would like to receive 50% refund for the products I bought.

Business

Response:

Dear Mr. L[redacted]

We understand your concerns about the premium art prints you purchased. We apologize if the description of the artist signature on the print was not as clear as to what it was, and the process in which the prints are signed.

Our prints feature a mechanical reproduction of the artist signature in pencil. A specialized machine with an actual pencil scribes the print by mirroring the original signature the artist provided to us for these prints. The industry term for this process is 'penciled signature,' which is why our original description was 'Authorized penciled artist signature' on our product pages featuring the prints, as opposed to 'individually hand-signed artist signature', indicating each one was hand signed by the artist --which would have also resulted in a significantly higher retail price.

We have since updated the description and removed the 'industry term', in order to better describe the signature, so you may see updated descriptions now referencing 'digital signature' or 'mechanically scribed pencil signature' in order to more accurately describe the signature process and style for our collectors.

If you feel that the mechanically scribed pencil signature changes the nature or enjoyment of your Sideshow limited edition prints and you wish to return them for a refund, please contact us ([email protected]) and we will expedite a pre-paid label for the prints safe return.

Thanks for taking the time to read our reply, we hope that you do choose to keep your limited edition, premium art print in your collection.

Best Regards,

R[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10786875, and find that this resolution is satisfactory to me.

Regards,

L[redacted]

Review: Complaint type? How about all of your selections. This story starts back in October of 2013. I saw a Sinestro figure on Sideshow collectibles for pre-order. The shipping date said February. Well, when February came along they said June...(see where this is going), now they say November. Well it is Nov 20th. I have written to them through their customer service located on their website expressing extreme upset about the fact I received no exact information of the release of this figure. Not to mention every so often they change what they first described of the statue. Right now due to lack of information and lack of any knowledge of any true release for this figurine I feel this company just took my money and do not care about providing a premium product nor about getting their products out in time. I should have read the customer compliants. What I want from this company is to have my figure shipped to me in November of this year like it states at the moment on their website. I would also like an immediate response assuring me that I will be receiving this product. If not I want a total and complete refund.So either the figurine before Nov 30th or my money by Nov 30th. And Sideshow don't sell something you do not have. And do not make statements about release dates unless they are true and unaltered. Any business would say that is a wonderful way to loose customers. And be sure I have told everyone I know about the severe lack of professionalism from your company. I am sure if I do receive this figure before the end of the month it will be of substantially poor quality compared to the images I first saw online. Here are some links:This is the figure I bought back in Oct. 2013 and it also says Ships November. This is the third release date for this figurine, I have screenshots of all release dates this company posted on their site if you would like them. http://www.sideshowtoy.com/collectibles/dc-comics-sinestro-sideshow-collectibles...⇄ Settlement: What I want from this company is to have my figure shipped to me in November of this year like it states at the moment on their website. I would also like an immediate response assuring me that I will be receiving this product. If not I want a total and complete refund.

Business

Response:

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.