Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a Hello ***** plush, never came in mail despite marking the order shipped. Order number ******. Tried reaching support to no avail. They have left me with no options.

  Business Response

  Date: 09/05/2024

  Hi there, 

   

  We're currently working with the customer on our ********************** customer service platform and exploring a potential alternative address for the replacement order.

   

  Please mark the complaint as resolved once you receive your replacement order. 

   

  Thank you for your patience!

  Business Response

  Date: 09/12/2024

  Hi there, 

   

  The customer requested a refund and our customer team is taking care of the request internally. 

   

  Can you please mark the matter as resolved?

   

   

  Best, 

   

  ******* **********

  Business Response

  Date: 09/16/2024

  Hi there, 

  Providing proof that the customer has received the desired refund. Please mark this issue as resolved. 

   

  Best, 

   

  Annabel

• Initial Complaint

  Date:08/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pre- ordered item on 07/26/24. It status it will ship out to me on or before 08/08/24. It is now 08/12/24 and still have not received my item! I believe this company scammed me out of my money and don't intend on sending my order!

  Customer Answer

  Date: 08/13/2024

  Order date 07-26-24

  ORDER #******

  Item info Hello Kitty and Friends Ultra-Premier 24-Inch Hello
  Kitty X-Large *************** Edition x 1
  Pre-order, ships on or before August 08,2024

  Purchase price: $65.46

  Business Response

  Date: 08/13/2024

  Dear ********, 

  
  We apologize for the delayed shipping of your item. Our shipping team is currently managing a high volume of orders due to this exciting launch.
  
  Rest assured, we are diligently processing all orders, and you will receive an email with your tracking information as soon as it becomes available.
  
  Thank you for your patience and understanding,
  
  Team Jazwares
  
  *****************************
  
  Manager, Customer Service 
  M. **************
  *********************************** 
  
  Jazwares | ***** Toys 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22133098
  
  I am rejecting this response because: I need a legit tracking number and EXACT date this item will be shipped out! The company has created a shipping label but have not delivered the package to **** I want it shipped out today 08/13/24. And compensation for my waiting longer than was told it would ship out. False advertising on the companies part!
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/19/2024

  Dear ********, 

  Thank you again for your patience. Attached you'll find the tracking number via **** as well as the proof of delivery.

  We hope you like the Hello Kitty item and can mark the matter as resolved. 

   

  Best, 

  Your Jazwares Team

  Customer Answer

  Date: 08/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ..Brand: Star Wars ..Product: Micro Galaxy Squadron ..Item Description: Light Armor Class Series 3 Box Set includes limited edition chase and rare I am writing to file a complaint against Jazwares regarding a recent incident related to the release of a collectible product. On April 17th, Jazwares Vault advertised the release of a particular collectible item to be ordered on April 26th, 12:00 PM Eastern Time. However, upon attempting to purchase the item at the specified time, I encountered several issues that have greatly diminished my satisfaction with the company. Despite diligently refreshing the webpage as the release time approached, I found that the item appeared to be sold out when I attempted to make the purchase. Additionally, upon further attempts to add the item to my cart, I encountered error messages, preventing me from completing the transaction. This frustrating experience persisted for over an hour, during which the item intermittently appeared as available, only to encounter the same error message upon attempting to purchase.It was later revealed that Jazwares Vault had opened the release earlier than advertised, resulting in confusion and disappointment among customers who had planned to purchase the item at the specified time. This deceptive practice not only caused inconvenience but also eroded my trust and loyalty towards the company. I believe that Jazwares should take responsibility for their misleading advertising and ensure that future releases are conducted in a transparent and fair manner.

  Business Response

  Date: 05/13/2024

  Dear *****, 
  
  
  Thank you for reaching out. Jazwares takes customer feedback very seriously and we understand your disappointment. The item you're referring to, the Star Wars Micro Galaxy Squadron Light Armor Class Series 3 Box Set, is a limited edition item that sold out very quickly due to the very high demand for this item. 
  
  Please note that inventory levels may fluctuate due to order changes. You can monitor the Jazwares website for the latest stock information. 
  

  
  Kind regards, 
  
  
  The Jazwares Team

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21631642
  
  I appreciate their response, even though it was highly delayed and lacked sincerity. However, the purpose I am rejecting the business' response is strongly due to the fact that it does not address the primary concern. The main concern was that Jazwares advertised the sale of product for purchase at a specific time of the day, yet they prematurely started selling the item before the advertised release. They said that the item will be available to purchase at 12pm but they released the product earlier. That gave casual fans less of a chance and I believe that Jazwares should refine the preorder process.

   However, Jazwares 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/03/2024

  Hello ******,
  
  Due to high demand, this item has sold out. Our Vault items are available in limited quantities and tend to sell out quickly. As there are no plans for a rerelease, we are unable to offer this item for direct purchase. 
  
  
  
  Thank you for your understanding.

  Customer Answer

  Date: 06/03/2024

  Hello BBB,

   

  Please just close out this complaint. I do not agree with their response, but I refuse to click on the accept button.

  As you can see, their replies show no interpersonal attention and shows lack of care or attention to a customer.... They couldn't even spell my first name right either. (Honestly, I think that their delay to respnd throughout this whole process has only supported my assumption.)

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21631642
  
  I am rejecting this response because:

  Hello BBB,

   

  Please just close out this complaint. I do not agree with their response, but I refuse to click on the accept button.

  As you can see, their replies show no interpersonal attention and shows lack of care or attention to a customer.... They couldn't even spell my first name right either. (Honestly, I think that their delay to respnd throughout this whole process has only supported my assumption.)

  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed three different orders(3/27/24) from the "Jazwares Vault" totaling over $300 and one of my orders(order #***** which was supposed to contain 2 ROH ********************* action figures and 1 Malakai Black action figure). Upon opening the shipping box on Monday morning April 8th, 1 of the ********************* figures was missing. I wrote the company that day(Monday the 8th), Tuesday, Wednesday, and today(Thursday the 11th) and I have still yet to hear from the company. I even posted on their social media pages each day of what happened and that I still haven't heard back from them. Still nothing.The missing figure cost $35 and is a limited edition and only so many produced, so I'm afraid I won't get the figure before they run out. I need your help please.

  Business Response

  Date: 04/15/2024

  Dear BBB Team, 
  
  We reached out to the customer directly and have informed him that we are taking care of this ********************* replacement order. 
  We have also provided the customer with a $25 gift card to use on this next purchase from us. We're making sure to prioritize this replacement order so it can ship out ASAP.
  Should we still click on "respond" to officially resolve the issue? Or can the customer delete his complaint once he received his order?

   

  Best,

   

  Annabel

  Customer Answer

  Date: 05/14/2024

  Hello, the matter has been resolved. Thank you.

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son received an Electric Pikachu for his birthday as a gift. I take it out of the box, switch from demo mode to play mode and it immediately stops working, I change the batteries as per the instructions. Still doesnt work-my son is devastated because his favourite birthday gift from his grandpa doesnt work! I contact the company for a replacement. They do not have it and offer me something else. Sorry not sorry that will not work-my son wanted *******. I had to turn around a purchase another one off of Amazon. I want a refund from the company. This is now TWO pikachus that were bought for my son.

  Business Response

  Date: 11/23/2022

  Dear Better Business Bureau:
  
  Jazwares received this consumer's Better Business Bureau complaint dated November 16, 2022, regarding a Pokemon toy we manufactured.
  
  As the consumer described in her complaint, her son received the toy as a gift and when she set it up for him, it did not function properly even after replacing the batteries. She then contacted our **************** team and was informed that we did not have an exact replacement in stock at this time (which can occur due to consumer demand or inventory fluctuations). As such, we offered a similar Pokemon product which the consumer was unhappy with and apparently soon after filed this complaint with the BBB.  
  
  While still investigating the possibility of obtaining an exact replacement for the consumer and before we could get back to her with more information, she proceeded to purchase a replacement item on her own from a third party and requested a refund from us. 
  
  While we understand she wanted an exact replacement consistent with our internal policies we were unable to provide a refund as it was originally purchased from a third party.  Additionally,and as part of any proposed resolution, our team must also have the opportunity to review the allegedly defective product.  Fortunately, our team was able to speak with her again and she agreed to send the product back for our review (we will pay the shipping costs).  In exchange for this, we will gladly be sending another toy to her son.
  
  As customer satisfaction is of the utmost importance to Jazwares, we work to make things right with our consumers.  We believe that our open communication with this consumer and our proposed solution will accomplish this.  As a result, we request that the complaint be closed with a positive resolution on Jazwares behalf.
  
  Thank you.
  
  Jazwares

  Customer Answer

  Date: 12/03/2022

   
  Complaint: 18410373
  
  I am rejecting this response because:they can send me a replacement pickachu! Thats is the same one he received for his birthday 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 12/15/2022

  Dear Better Business Bureau:
  
  Jazwares is following-up regarding this consumer's December 3, 2022 reply.  Please know that during this entire process, our **************** team has worked with her continuously to try to resolve this matter.  As detailed in our initial response, the consumer had agreed to accept from us a replacement product (but a different character) as she had purchased the actual product she wanted through another retailer.  However, she later notified our team that she was no longer able to purchase that product, so she changed her mind about that resolution and asked us for the Pikachu product again.  While we have already sent to her the replacement product we agreed on (which is of course hers to keep, free of charge), we have been trying diligently to obtain a Pikachu product for her.  
  
  As of the time of this writing, our **************** team has received the replacement Pikachu product and also took the time to ensure it is in good working order before ********** to the consumer.  We have been in communication with her this entire time and the team will now be reaching out to her about this and to provide her with the shipment's tracking information.  Keeping in mind this level of communication and the efforts we've put forth, we believe this has been addressed in a more than satisfactory manner for the consumer.  Therefore, we request that this complaint be closed with a positive resolution on Jazwares' behalf.
  
  Thank you.

  Customer Answer

  Date: 12/18/2022

   
  Complaint: 18410373
  
  I am rejecting this response because: #1 they didnt send a comparable product. They just sent a stuffed animal charzard. They stated they would send the SAME PRODUCT, but different character. They never followed through on that and figured theyd pull a fast one by sending a lesser product. #2 they never sent a replacement pickachu either. 

  
  Sincerely,
  
  Lauren Pluto