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:08/13/2024

  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.

  On July 5th I ordered an item from Bigfoot casts.com costing $296.33. The item did not ship until around the 27th. The company claimed this was up to production times, which is understandable in itself. Problem is that today the item showed as delivered to my neighbor according to the tracking information provided. My neighbor didn't receive a package. The item was not delivered to my door or theirs. The item was delivered to some random guy named *** located across town. This is a scam intended to make it look like your item was delivered when in reality the item gets delivered to a random contact of the seller or to a location that they can retrieve the item from later. They take your money and get nothing. This seems to be a commonality between some of the other field complaints as well.

  Business Response

  Date: 08/14/2024

  The assertion that we purposely sent something to the wrong address is absurd and unfounded.  The tracking shows that the item was delivered to the customer.  In spite of this we offered to send the customer a replacement free of charge.  Our only stipulation is that they would have to sign for the package.  

• Initial Complaint

  Date:07/10/2024

  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 product from this business and it said a 2 week production time, but it has been longer than that. I have yet to receive the product or an email detailing the order status. The product is a cast of ********************************* life mask. I have read other reviews of this business and many people have had this same problem.

  Business Response

  Date: 07/11/2024

  Production time listed on the website is approximate and can vary depending on the number of orders we have in queue.  Solid plaster casts such as this have to cure properly before they can be sent. Otherwise they risk damage during shipping.  I have contacted the customer to let them know that I would update them with tracking information when the item is sent.  

  Customer Answer

  Date: 07/12/2024

  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:02/24/2024

  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 trex bust on the 6th january. Order *****. 383. I got no product since then. No answers via Mail. No money back. And now i cant even use the chat on their site. Seems like he blocked me. I contacted my kreditcard institute to get my money back. This was my first and last order from them.

  Business Response

  Date: 02/25/2024

  We have happily refunded this order to the customer. We try to keep most items in stock or ship them within a few days. However, as you can imagine some items such as the large T.rex bust they ordered are too large to keep in stock. They are made only when an order is placed for them.
  
  After placing the order, We informed the customer that it was not a stock item (as it says in the item description) and that this particular item was drop shipped from another location. They informed me that they were happy to wait for the item to be produced. Then a few days later they claimed we were in some way trying to steal from them. We have been 100% transparent with the customer. I have answered every email and message on our stores chat feature. We at no time blocked the customer or in any way stopped communicating with them.

  Rather than have the customer wait any longer we happily canceled the order and refunded their money. We wish them nothing but the best and hope our customers know that we will do anything for them to ensure they are happy with their orders.

• Initial Complaint

  Date:01/29/2024

  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.

  I purchased a Stegoceras cast from this company on 7 Dec 2022, for $1995 USD plus shipping. They reported an incident where their storage facility was vandalized shortly after the order was placed, so they were given extra time to complete the order. I have been waiting for delivery for almost a year now. Over the last six months, the company has stopped responding to all calls and emails. It appears as though the company now has the model listed on their web store for a higher price (****************************************************************************************************************************************). It appears as though they are trying to sell the same piece a second time. I just want the piece delivered, or the money refunded.

  Business Response

  Date: 03/01/2024

  We are currently working with the customer to deliver the ordered item.  We did have some parts damaged during a break in last year.  I am casting replacement parts to replace the parts that were damaged.  We are not reselling the exact item that they purchased (I have updated the item description of this item to avoid any confusion).  We have molds to this skeleton and can produce new ones anytime.

  Customer Answer

  Date: 03/01/2024

  Complaint: 21213998
  
  I am rejecting this response because:
  
  When the vendor resumed communications, they said that they would have the model shipped before the end of February, and then they stopped responding to my email and phone requests for updates in the last two weeks of February. I had offered to accept the model without the damages being repaired, so there is no reason for a delay in shipping. If the vendor had time to update their website, they had the time required to put my order in the mail in its damaged state.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/05/2023

  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 order back in June and still have not received my order. I have contacted the business multiple times and have received some responses with excuses of why I haven’t received my order but now I am not getting a reply. I need this as a Christmas gift and it is already December.

  Business Response

  Date: 12/24/2023

  We apologize for the delay on this order. We have provided the customer with a refund.  As a courtesy we have also sent them the item they ordered for free. Proof of tracking number attached. 

  Customer Answer

  Date: 12/27/2023

  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:10/05/2023

  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.

  This complaint is the same as the others. We ordered $250 worth of casts on July 26th 2023 and got a confirmation email that the order had been placed. After one month, we reached out to check the status and they said they were working on the order and it would ship soon. Another month later, we asked for an update, and no response was sent. A week later, we threatened to dispute the charge, and they responded that the order would ship in a few days. At this point, we realized something was wrong, and found these other reviews about BigFoot being a scam. I do not expect that the shipment will arrive since it has now been over two months since the order was placed and our experience is similar to all of these other complaints. If something changes, we will update this response. If nothing changes, this place is for sure a scam, or a horribly, awfully, terribly run business. Dont buy from them.

  Business Response

  Date: 10/06/2023

  We do our best to keep our most popular items in stock.  Most orders ship within 24 hours of being placed.   This particular item (a giant sloth skull) is not one that we typically keep in stock.  I did contact the customer to let them know that this was a custom item and that there would be a wait and some production time.   I have responded to every email and even showed time stamped photos of the skull.  I spoke with customer today and told them it would ship on Monday.  I also provided them with a tracking number for their order. Usps ******************************

  We do apologize for the delay on this item and hope that they are happy with it (it's a beautiful skull).  

  Customer Answer

  Date: 10/19/2023

  Update: The order did eventually get to us. I am not convinced that it would have gotten to us had I not pressed hard, but at least this place is not a total scam. If you are looking to buy from them, I would suggest discussing details before you buy to ensure they can deliver what you need. I was told that the item was not kept in stock and had to be custom made, something not shared at all on the website. The item item we received is of okay quality, although it is the lowest quality of other casts we have ordered from other vendors. The person who I communicated with was not great at monitoring expectations and did not seem to care much that the skull took 2.5 months to ship. He did send photos of the item and the shipping information when I asked for it, which helped mitigate the feelings of being scammed. After this whole process, I now think that Big Foot Casts is just a small business that needs to get it sh*t together. 

  Business Response

  Date: 10/19/2023

  I appreciate that the customer did update their review to reflect that they did recieve the item they ordered.  

  They were notified that it was not a stock item and that some production time was necessary.   This is a custom hand made cast of a ground sloth.  The attention to detail is astonishing.  Every detail of the original fossil was captured and reproduced in the finest

  urethane resin on the market.  The cast skull was then hand painted to reproduce the exact colors of the original.   The end result (photo attached) is a piece of art.  I would like to add that we sell this cast at $250 a mere fraction of our competitors price of $1,000 (they also have a long 6 month production time).

   

• Initial Complaint

  Date:07/08/2023

  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 this on May 28th. The business does not respond to any emails. It was advertised as In Stock and yet it's been months. They have been contacted by the BBB but the business still does nothing.

  Business Response

  Date: 08/09/2023

  I am unable to view the contact information, or any order information.  If it is included in the complaint I can not view it.  I would ask the customer to email us a copy of their order along with complete shipping address.   We want all of our customers to be happy customers.   Thank you

  Business Response

  Date: 08/09/2023

  I found the order in our system.  It was delivered a month ago.  The tracking number is 

  Ups.com 

  9449009205568734820898

  We do and always will fullfill our orders and our commitment to our customers. 

  Customer Answer

  Date: 08/17/2023

  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:06/28/2023

  Type:Sales and Advertising 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 had previously filed a complaint with the same issue, I thought it was resolved. But the seller simply just created a shipping label but didn't ship. The number given for tracking purposes states that the package still has not left the place of origin.

  Business Response

  Date: 06/29/2023

  This is not a stock item. We are making you one now.  **** will update the status in their system letting you know when they receive it. You can then track its progress and should also receive an email from them the day it is set to arrive 

  Customer Answer

  Date: 06/29/2023

  They aren't sending the package. 

  Customer Answer

  Date: 06/29/2023

  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:06/23/2023

  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 was charged for my order and did not receive shipping information. My sent emails have gone unreplied so I cant even get a refund. It's been more than a month without receiving my order or even getting a reply to my emails.

  Business Response

  Date: 06/24/2023

  Thank you for letting us know that you did not receive your order.  We will ship a replacement next week.  Your tracking number will be 

  9449009205568734820898

  Please let us know if you have any further issues.  Copy of shipping label and tracking attached.

  Customer Answer

  Date: 06/26/2023

  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:06/20/2023

  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.

  I ordered and paid $50 for a John Keats life mask cast on February 27, 2023. I heard nothing from Big Foot Casts for the next two months. On April 26, 2023, I emailed asking for a status update. The response I received on April 27, 2023 was "Thanks for your email. I should be able to ship it next week". I heard nothing from Big Foot Casts for another month. On June 1, 2023 I emailed Big Foot Casts again asking for an update. On June 10, 2023 I received an email from Big Foot Casts saying "I hope to ship it next week. Thank you". After hearing nothing over the next week, on June 20, 2023 I sent another email to Big Foot Casts telling them that if the item has not already shipped, then issue a refund.

  Business Response

  Date: 06/24/2023

  Thank you for letting us know that you did not receive your order.  We shipped a replacement earlier this week.  Tracking number **********************

  Please let us know if you have any other problems. 

  Customer Answer

  Date: 06/26/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  I reject this response for two reasons: 

  1.  They claim "We shipped a replacement earlier this week."  A replacement?  That's a lie.  If this is a "replacement", then why wasn't I notified of the alleged first shipment?

  2.  The cast arrived with the paint/plaster still wet, resulting in the coat being too thin and with major smudges.  I guess I'll just spray paint it.  The shape is good.

  I guess it's good enough...but I would warn others of doing business with Big Foot Casts.  Their communication is bad, and even dishonest.
  
  
  Sincerely,
  
  
  
  **** ******