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Business Profile

Clubs and Organizations

Secret Movie Club LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 September 16, 2024 at 9:07 PM PDT I placed an order on the Secret ********* website for two posters. I received an order confirmation for both posters. My order total was $58.99 ($25 each and $8.99 shipping). I paid this amount with my debit cart and was charged that day. The shipping policy page on the website states the following Posters - Posters are shipped out within 7 business days of receipt of order. We ship everything **** first class which takes 1-5 business days. It has been almost four months since I placed my order and I have received no product. On September 20th, 2024 I received an email from ***** ******* with the subject line Secret Movie Club ***************** order or refund update 09/20/24 in this email he states that you should be receiving **** tracking #'s across the next few weeks into early October when ALL orders should finally be shipped. I waited to contact the company until December 1st where emailed ***** and Secret Movie Club, int this email I asked for an immediate order update or full refund. No response. I contacted the @secretmovieclub Instagram account on December 10th and asked for an order update. They respond and said they asked for an update. I did not receive an update. We went back and forth for the past month and I have received no concrete answers. I emailed Them again during this time as well and received no response. It seems this has been happening for over a year and I am not the only victim to this SCAM. I implore that this business gives me a FULL refund and REMOVES THEIR DECEPTIVE ONLINE SHOP FROM THE INTERNET.

  • Initial Complaint

    Date:11/14/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 10/6/24 I made a purchase from the Secret Movie Club website for two posters. I was charged about $58.99 for the purchase. My order has never left the pending fulfillment status. I've tried emailing twice, and called and left a message but never heard back through any channels. Looking at ****** reviews there's multiple people that have complained about the same thing, all stemming from their poster business.I just want my order fulfilled or a refund if that's not possible. From the other reviews and complaints that have had issues I'm not sure I'll ever see the order completed.

  • Initial Complaint

    Date:01/26/2024

    Type:Product Issues
    Status:
    Unresolved
    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 merchandise from Secret Movie Club on on 7/21/23.I received no updates by 8/7/23 and requested an update On 8/10/23, the owner ***** confirmed there was a delay for all online ordersand he planned to send the order by end of August, and provided a refund option if we choose.I followed up on 9/16/23 after receiving no update, and again on 9/29 after receiving no update.On 9/20, the owner ***** said he will ship all orders by 10/7.On 10/17, I requested ***** cancel the order via email since his website does not allow for cancellations or refunds of orders.on 10/20, the owner ***** apologized for the 3rd time and promised to process the order I no longer wanted by 10/28 or a refund on that day, which is deceptive sales practices after I already requested cancellation and refund. His email stated I will not need to write him again.On 10/29, I still received no updates, and I for the 4th time requested refund and provided a secondary fulfillment option to fulfill the requests as I was now aware that *************** did not plan to refund their customers On 10/31, ***** emailed a group chain to seemingly all customers also experiencing sales fraud and stated that he would appreciate one more week to fulfill orders or you could request a refund.On 12/7, I made a refund request via email for the 5th time On 12/12, I made a refund request via email for the 6th time On 12/17, I wrote a review on Secret Movie Clubs ****** site explaining the practice, in which ***** responded same day that all refunds or shipments would be fulfilled in December 2023 On 12/23, I made a refund request via email for the 7th time On 1/1, I made ***** aware of our decision to contact BBB and hope that BBB can help customers like myself from future business practices such as this.I have attached all email correspondence between Secret Movie Club and myself for your assistance.

    Business Response

    Date: 02/03/2024

    Dear BBB,

    This complaint is completely valid and we're working to refund the purchaser this upcoming week (by 2/10/24).  Our business was hit with a variety of crippling challenges in the second half of the 2023 year that has held up our ability to get out some orders. This includes issues with printer, etc. 

    However, we have taken steps to either ship or refund all affected orders in February.  The problem has been we thought we had the problem solved several times before and gave deadlines we were unable to meet. This has caused understandable purchaser frustration.

    We also have to handle the orders chronologically which may be affecting the wait time here.

    However, the bottom line is that the complaint is understandable and valid and we are working as hard as we can to resolve it within the next 7 calendar days.

    best always,

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

    Founder.Programmer Secret Movie Club

    Customer Answer

    Date: 02/14/2024

     
    Complaint: 21081294

    I am rejecting this response because:  This is the same reply I have been receiving for 8 months now "we will send this customers money back by end of week".  At this point, I am only asking this business to hit "submit refund" to my credit card, which only takes a few moments.  I completely understand the operational delays and struggles of running a small business, as my family runs one ourselves.  But once a customer reaches the point of frustration where they no longer want the order fulfilled and instead requests a refund of their order, this should be fulfilled almost immediately, especially after several requests.

    Sincerely,

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

Secret Movie Club LLC is NOT a BBB Accredited Business.

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