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Business Profile

Online Retailer

Mush Plushies

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 131 total complaints in the last 3 years.
  • 97 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:10/04/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    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,

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

    Business Response

    Date: 10/08/2024

    Hi *******,

    This is **** from the ***************************** Customer Success Team.

    Apology for the confusion. I have cancelled your VIP Rewards subscription. Thus, you will no longer have access to the subscription's exclusive benefits and rewards, and no further charges will be made to your account.

    We appreciate your patience and understanding.

    Best regards,  
    Mark

  • Initial Complaint

    Date:10/04/2024

    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 23rd, I ordered two small plushies from this business (in which I still have yet to receive), come October 1st, there is a "membership fee" charged to my account with no prior warning. A. I have never heard of a membership for toys- what would that entail? Either way, I wouldn't know because there was no explanation of any membership or fee that would be charged to my account. Their website clearly makes it very hard on purpose to speak with anyone, they mostly try to redirect you to articles on why you may have been charged. I filled out the section requesting to speak to someone about these charges 3 days ago, and have not back. I officially moved forward with disputing the transactions from my bank. This company is fraudulently charging people and should be shut down.

  • Initial Complaint

    Date:10/02/2024

    Type:Product Issues
    Status:
    Resolved
    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 9/9/24 I ordered two otters from **************************. I was charged on 9/11/24 a total of $29.85, which was to be expected. Then on 9/22/24 I was charged $44.95. I did not place a second order with them. Both charges on my credit card are from *******************. I went to their website on 9/25/24 and submitted a ticket to dispute the second charge. It has been a week and I have still not received a response. I would like the $44.95 refunded as it was taken without my authorization and I dont want to be charged again.

  • Initial Complaint

    Date:10/01/2024

    Type:Product 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.
    Purchased 2 plush otters, the product description and video on their website did not mirror the product I recieved. I have sent an email and looking into it further they also made purchases to other business using my card. I have filed a report with my bank and demand the BBb get the *** involved with the business dealings. I want a refund in full for the items I received and in return I will send back the products

  • Initial Complaint

    Date:09/27/2024

    Type:Product Issues
    Status:
    Answered
    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.
     
    Complaint: 22350529


    Dear ****,


    Thank you for your response, but I must reject the claim that I was not fraudulently charged. When I placed my order, I specifically selected standard shipping, yet I was charged for expedited shipping without my consent. Furthermore, I did not authorize the enrollment in any sort of VIP Rewards subscription or Mushplushies Club membership. This is a deceptive business practice, and I should not have been signed up for any additional services without my explicit consent.


    Additionally, I have received the items in the mail, and both are defective. I am requesting a full refund for the unauthorized charges and for the defective items.


    Please address this situation immediately.


    Best regards,
    ****

    Business Response

    Date: 10/08/2024

    Hi ****,

    This is Mark from the ************************* Customer Success Team.

    Upselling products is considered a separate order and adds an additional shipping fee. We regret to inform you that we do not provide free shipping for this product.

    Moreover, we advise against packing multiple products together to prevent damage during transit and ensure the safety of your items. Consequently, a shipping fee is added for each package of items.

    Regarding your subscription, I have cancelled your VIP Rewards subscription. Thus, you will no longer have access to the subscription's exclusive benefits and rewards, and no further charges will be made to your account. Please note that you were not charged with these transactions.

    We appreciate your patience and understanding.

    Best regards,
    Mark


  • Initial Complaint

    Date:09/24/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 name is Bram Virk. However my billing address/consumer information was listed as Bram V when I ordered the product.

    Business Response

    Date: 10/08/2024

    Hi Bram,

    This is Mark from the getmushplushies.com Customer Success Team.

    To give clarification regarding your subscription, during the order process, there was a checkbox for our "Terms of Service" that you manually checked to proceed with your payment. By checking this box, you also enrolled in our "VIP Rewards Subscription" for a 10-day trial period. It's important to note that this checkbox is not pre-selected and requires active selection by the customer.

    Nevertheless, I have cancelled your VIP Rewards subscription. Thus, you will no longer have access to the subscription's exclusive benefits and rewards, and no further charges will be made to your account.

    We appreciate your patience and understanding.

    Best regards,  
    Mark

  • Initial Complaint

    Date:09/22/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    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,

    ***** Mill

    Business Response

    Date: 09/23/2024

    Hi *****,

    This is Mark from the ***************************** Customer Success Team.

    The recent charge in your account was from your VIP Rewards subscription, which you agreed to when you bought the Sleepy Otter.

    During the order process, there was a checkbox for our "Terms of Service" that you manually checked to proceed with your payment. By checking this box, you also enrolled in our "VIP Rewards Subscription" for a 10-day trial period. It's important to note that this checkbox is not pre-selected and requires active selection by the customer.

    As a VIP Rewards member, you are entitled to the following benefits:
    1 Access to low-priced products and accessories
    2 50% OFF ALL future purchases & access to ALL VIP Rewards products discounted up to 80% OFF (some products are even FREE, with shipping charges only).

    However, I have cancelled and refunded your VIP Rewards subscription. This means that you will no longer have access to the exclusive benefits and rewards associated with this subscription. Rest assured, it will not renew and you will not be charged moving forward. Please expect the funds to be credited to your account within 7-10 business days.

    We appreciate your patience and understanding.

    Best regards,
    Mark

  • Initial Complaint

    Date:09/18/2024

    Type:Delivery Issues
    Status:
    Answered
    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.

     
    Complaint: 22301513

    I am rejecting this response because:

    I did not expect free shipping for the item. I selected to be charged $4.95 for shipping, but was up charged $9.95 for my item. Furthermore, I was never asked if I would like to be entered into a subscription. Instead at the checkout it simply said MushPlushies VIP and that the charge for this was in fact free. This is false if I was then charged $42.95 for said UNAUTHORIZED charge. As a small business this company should move with honesty and not take money from innocent people who have decided to trust them and support them. At this point forget the up-charge for shipping, but at the minimum I need the $42.95 refunded. Moving even further it is important to note I reached out to this company 3 times and each time was told I would receive a response within 72 hours. Not once did I receive a response until now ( the 4th time) when contacting the BBB.
    Sincerely,

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

    ng the transaction shows as "Squishyfriendsco". There was a number attached to call, but upon calling each time it says no one is available. I then emailed the company on September 9th and was told I would get a response in 72 hours. it is now September 17th and I have yet to get a response so I decided to reach out yet again earlier today and also to just reach out to the BBB.

    Business Response

    Date: 09/18/2024

    Hi Alexa,

    This is Mark from the ***************************** Customer Success Team.

    Upselling products is considered a separate order and adds an additional shipping fee. We regret to inform you that we do not provide free shipping for this product.

    Moreover, we advise against packing multiple products together to prevent damage during transit and ensure the safety of your items. Consequently, a shipping fee is added for each package of items.

    Additionally, the recent charge in your account under ******************** was from your VIP Rewards subscription, which you agreed to when you bought from our stores.

    During the order process, there was a checkbox for our "Terms of Service" that you manually checked to proceed with your payment. By checking this box, you also enrolled in our "VIP Rewards Subscription" for a 10-day trial period. It's important to note that this checkbox is not pre-selected and requires active selection by the customer.

    As a VIP Rewards member, you are entitled to the following benefits:
    1 Access to low-priced products and accessories
    2 50% OFF ALL future purchases & access to ALL VIP Rewards products discounted up to 80% OFF (some products are even FREE, with shipping charges only).

    However, I have cancelled your VIP Rewards subscription. This means that you will no longer have access to the exclusive benefits and rewards associated with this subscription. Rest assured, it will not renew and you will not be charged moving forward.

    We appreciate your patience and understanding.

    Best regards,
     
    Mark

Mush Plushies is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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