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BBB Accredited Business since
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Online retailer specializing in clothing, collectibles, fashion accessories, general merchandise, gifts, leather, men's clothing, variety and women's apparel.
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A BBB Accredited Business since
BBB has determined that Secret Compass Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Secret Compass Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Shane Cooper, CEO
Online Retailer Collectible Stores General Merchandise - Retail Gift Shops Leather Clothes Stores Men's Clothing Stores Variety Stores Womens Apparel - Retail Fashion Accessories Clothing Stores Online Shopping Sites
Products & Services
collectibles, movies, style merchandise, sideshow, hot toys, Romain Jerome, Abby Shot
1318 Duff Dr
Fort Collins, CO 80524 (970) 412-2322 Directions
PO Box 1731
Fort Collins, CO 80522
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: On Jan 11, 2013, I placed a deposit of $30 for the Voyager Space Golden Record Cover Replica through this company's website using my ****** account. At the time I placed the order, there was a 3 month wait for the item. In a series of emails up until July 2013 to the company inquiring about the item and production, I was told the production was delayed. The advertised price was $139 plus shipping however the shipping costs were never disclosed. On October 21, 2013, I received an email that the item was in and the amount due was $134.65 (remainder of balance and shipping costs). The website clearly gives the customer the option of how to ship their purchase and I was not given the choice. At this point after waiting so long for the item and the undisclosed shipping charges, I asked for the item to be cancelled. I was told that the deposit was not refundable. Per the cancellation policy, "With most pre-orders items, you can cancel your order, anytime up until the item is in stock and ready to ship." At this point, the item had not shipped so this was not following their own company policy. As of April 2014, the refund/cancellation policy was worded as "without penalty" but has been since changed.
Desired Settlement: I have repeatedly communicated via email with one individual whom did not disclose with me until the end that he was the owner. After demanding to speak to his boss, he then informed me he was the owner and founder. All I want at this point is my refund of $30 and will not accept store credit as I want nothing to do with this company or its products. I have requested this and have been told this is non-refundable and they refuse to communicate with me any longer.
Dear BBB and ****** *****,
Hi BBB and *** *****,
Read Complaint Details
Complaint: On 4/13/11 I sent a deposit to Secret Compass of $500.00 for a QMX Serenity Firefly 1:180 Scale Transport. To date I have heard nothing. I have tried to cancel this order but was told the deposit is non-refundable. On checking with the manufacture QMX I have found they have discontinued production of this item and there are no open orders for Secret Compass for this particular item.I feel I am either due a refund or a credit. Either of which I would be satisifed with since there is no chance of getting the original item I ordered and after 2 year think this is only fair. Product_Or_Service: QMX Serenity Firefly 1:180 Transport
Desired Settlement: DesiredSettlementID: Refund If I cannot be refunded my payment of $500 I would gladly take a credit to the Secret Compass website for an HCG Star Trek 1:4 scale Mr. Spock($259.00) and a HCG 1:6 scale Mr. Spock statue($199.00) the balance can go toward shipping.
Business Response: Business Response /* (1000, 5, 2013/04/08) */ Dear BBB, Thank-you for the opportunity to respond to this complaint. Secret Compass is widely considered by collectors in the global market to be one of the most reliable sources for limited edition collectible merchandise. We have been in business since 2003 and we have never had a complaint filed with the BBB, in ten years of doing business. Our team is online and on the phones all day long; we are known for reliability, flexibility, and going the extra distance for our customers. Our email addresses and phone numbers are in plain print on our website, and have been since we opened our doors. Mr. ****** has communicated back and forth with our company in the past, and we're at a loss to explain how he came to the conclusion that he should file a complaint with the BBB rather than simply communicating his concerns to us directly. Had he reached out to us prior to filing this complaint, we would gladly have discussed the possible options available to him. Unfortunately for all parties involved, this customer's complaint has absolutely no merit. Here are some basic facts that summarize this transaction: FACT: This customer has paid a $500 deposit to reserve a QMX Serenity Firefly 1:180 Scale Transport model. FACT: The model is in production, and is running late. We NEVER guaranteed a delivery date on this model or any model or figure we have ever sold that is in production at the time of sale. FACT: As seen in plain print in the store policies on our website, for cancellations: If you wish to cancel a pre-sale order after the (14) day limit, orders paid with a deposit will be cancelled and you will forfeit your deposit. http://www.secretcompasscollectibles.com/pages/store-policies/ We are willing extend our customers alternate options when possible but these are out store policies, in plain print. There are the facts, and then there are Mr. ******'s attempts to distort the facts. I will address each of the statements the customer has made: "To date I have heard nothing." That is utterly false. We have faithfully provided Mr. ****** with a Weekly Status Update email sent to his email address (*****@aol.com) which clearly indicates that this model in question, the QMX Serenity Firefly 1:180 Transport model, is still in production and has been for some time, due to production delays. Included is a screenshot from our account with Mail Chimp, the mass email service we use to send this Update to nearly 5,000 customers every week. This screenshot clearly shows that we have sent Mr. ****** 87 weekly emails, and that he has physically clicked and opened 41.4% of them, including the last 1 we sent him. Furthermore, I have also attached a screenshot of the latest Weekly Status Update which Mr. ****** opened, that clearly shows that the model in question is running late. To suggest that Mr. ****** "has heard nothing" is a total fabrication. He has been well informed, weekly, on the delays associated with this model. "On checking with the manufacture QMX I have found they have discontinued production of this item.... there is no chance of getting the original item." This is also utterly false. As seen in plain print, new orders on this particular model have been temporarily suspended so that the manufacturing team can catch up on existing orders. Here is the link taken directly from the sale of this exact model on the manufacturer's website: (https://store.qmxonline.com/Serenity--The-Big-****-Replica_p_75.html) which clearly shows this statement in print: "Due to increased demand, we have temporarily suspended new orders so our Artisans can continue production on schedule." This has absolutely not been cancelled or discontinued at all. Nowhere, anywhere in print, has the manufacturer stated that production has been discontinued. "There are no open orders for Secret Compass for this particular item." This is a complete fabrication. Our company has an existing purchase order for our customers that dates back to 2010, and the models will be delivered once they are manufactured. Mr. ****** is one of these customers, and he is entitled to this model when it's ready to ship, at the agreed price, minus the $500 deposit he has already paid. Proof of our purchase order with the manufacturer can be verified by emailing Jim Wampler, our rep at QmX : *****@quantummechanix.com Mr. ****** has not told the truth. He has deliberately misled the BBB and anyone who will read this claim on the status of this model, the status of our company's purchase order with the manufacturer, and has cast doubt on our ability to deliver as promised to our waiting customers. Had he simply reached out to us by email or phone, prior to filing this complaint, we would have been happy to discuss transferring his $500 deposit to store credit, to accommodate him for what has been an unusually long wait. We routinely accommodate customers on a daily basis. Sadly, this customer never gave us a chance to do so. Instead, he chose to file a complaint in a public forum, which as I have just proven, is without merit. Mr. ****** has wasted everyone's time including ours. This customer owes our company a public apology, to go along with this public claim. If this customer acknowledges that the statements that he has made are false, posted in writing to this claim, we would be happy to transfer this $500 deposit into store credit for these two Spock statues he is interested in. If we do not get such an acknowledgement, we will NOT transfer this deposit to store credit. We will expect the final invoice on this model to be paid, minus the deposit, once this item is in stock. If the customer chooses to ignore the final invoice, then the sale will be cancelled and Mr. ****** will lose his deposit. Again, our store policies on deposits are in plain print: http://www.secretcompasscollectibles.com/pages/store-policies/ Thank-you for your time Sincerely, ****** ****** Founder and CEO Secret Compass Consumer Response /* (450, 13, 2013/04/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I truly apologize to this seller. There was confusion with the manufacturer about this order. It seems they operate under another name and of course did not recognize the Online site. he has been very kind and understanding to my rushing to conclusions. Their own website listed this item as Sold Out but again that was for new orders only and not existing ones. Again a miscommunication on my part. We have come to a mutually satisfying resolution. I wish this seller luck and hope we can do business again and I promise to have more communication with them.