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:03/13/2025

  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.

  Absolute scammers. Now I see why they are in bankruptcy and why the big publishers are no longer doing business with them. Placed a pre order for a comic the day it was announced. It is now months later and was suppose to be here last week.. I emailed them and they told me they were short ordered and not able to get anymore. No notification, and no cancellation. I cant wait to see you go out of business. I recommend ordering from Penguin and Lunar.. they can actually afford to fill orders.

  Customer Answer

  Date: 03/25/2025

  Receipt for my order

  Business Response

  Date: 03/25/2025

  ***** ******

  Business Response

  Date: 03/25/2025

  This account ordered 5 copies of DEC241018 SISTER IMPERATOR #1 (SRP $4.99) for a retail total of $24.95 

  Unfortunately, the printer shipped us damaged copies that were not salable. When contacted, the publisher chose not to have more books printed and asked us to cancel the orders.

  We regret when these things happen, but they are outside our control. 

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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 had damage returns for this company and was closing my account. I was informed to wait for a return tag that had all of the returns on it not just some of the returns as there were quite a few. I waited a while then I started to move my business to a different location. This made it go to the bottom of my thoughts plus the apple phone update messed with my emails. So after not hearing back for a few months I emailed them back and they said they would not take them back because of the length of time but they never sent the return tags for all of the books just some. The venders that they use all say they would give them credit for the damages but Diamond refuses work with me and are trying to get me to pay for the damaged goods.

  Business Response

  Date: 05/14/2024

  This customer neglected to return supposedly damaged product for verification from October to December, 2023. They had been doing so for a period of time due to issues with their reported damages, so this was not a new process for them. Numerous calls and emails were made and documented during this period, with no response. Attached is one of numerous detailed emails that even included freight-paid call tags for the returns. 
  
  In December, the customer initiated a move cross-country and requested we close their account. The account was in arrears, so we agreed to accept the overdue returns as a goodwill gesture, but they still did not follow through. 
  
  When they received a final demand letter from our credit department, they again asked to return product, but we have no way of knowing if the products current condition even vaguely resembles its condition up to 6 months ago.
  
  We have gone above and beyond what is called for in our terms of Sale that the customer agreed to when they placed their orders each month. 
  
  Its unfortunate that the customer had issues, but our team is available by email, phone, and online so they could have reached out at any point. 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21610290
  
  I am rejecting this response because: I never received the final e-mail to send back all returns and after that e-mail was supposed to have been sent there was never a fallow up to see if I had gotten it. All the vendor have told me they would credit Diamond back for any late damages. There no reason they cant help they have always treated me with frustration and lack of belief of the books being damaged even though Ive been in business for over twenty years. Look Ive tried working with you guys and I dont want to pay for damaged books I still have them ready to ship. I am prepared to pay off the rest of what I may owe you if we can work this out . I do not feel this unreasonable especially because all of the comic companies have stated they will still credit you. Some of this problem is on you guys as well as me but youre taking no responsibility for your side. This supposed e-mail to send back everything could not be found until I escalated things to a higher management, funny that..just asking for fairness.
  
  Sincerely,
  
  ******* Frtty

  Business Response

  Date: 05/14/2024

  Even after the first delays in returning the products, accommodations were offered and the customer still did not follow through.
  At any time, the customer could have reached out or returned our communications, and did not.

  Unfortunately, we can not accept very late returns of this product to offset the amounts due under our Terms of Sale.

  Our agreements with publishers and suppliers do not address damages outside of production errors and those must be returned on time to be addressed with manufacturers, so is no longer an option after such a long time.

  
  

  Customer Answer

  Date: 05/20/2024

  I had been having a lot of issues with there **** and how they had been treating me witch is why I was closing my account. I have stated several times that I was told to wait till a ship tag came for all of the listed returns (not some) the last email they claim they sent me was never sent nor was it supplied to me till I was disputing it with one of the managers not when I asked about in the beginning of the inquiry. I took a look at said email and it was not all of the returns as they stated it was not did it state that this was said last call tag. I dont understand why they are making such an issue out of the mixup? I should not have to pay for there damages. I have them ready to ship and Im ready to pay what the remainder of what I owe them once we can come to an agreement.

  Business Response

  Date: 05/21/2024

  We are not a consumer-facing business, we are a wholesaler selling to retailers. We have Terms of Sale that state product will be received in salable condition, and when a customer feels the product is not salable as received, we can request it be returned for inspection in a timely manner.
  

  As stated, the customer was provided ample opportunity to return products and even prepaid shipping tags to do so, but failed to do so. They also failed to contact us through various means that are available at all times.
  

  Due to the customer not following through with the returns, we have no way of knowing what the original condition was and are not able to accommodate them further.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21610290
  
  I am rejecting this response because: I was told by the **** they would send me a call tag for all of the returns. That never happen, the last call I received and was verified by the **** was that call. No call tag was ever sent at that time. This call tag only appears after I made a stink with one of the managers. After that call I never heard from them again till I called them. The only thing I ever hear from this company is this is my fault and no one excepts any fault in the matter. Damages have been a real issue and thats why I left Diamond and went direct with publishers. They informed me they would give your credit you for my returns if you took them back so I dont understand why you wont help me . You cant really think I should pay for these badly damaged books? Have a heart this is a win win for you if you help me? I then pay you the rest I owe you.
  
  Sincerely,
  
  ******* Frtty

  Customer Answer

  Date: 06/02/2024

  I hope anyone seeing this will see with my my issues with Diamond that they had nothing to lose by working with me. They lied about contacting me with call tag that wasnt there until managers got involved then put all blame on me. All of the vendors said they would take back the damaged books so it would not hurt them to help me with doing the returns. I was willing to pay them for what I owed them minus the damaged books. This company needs to learn customer service. Every time I had an issue it was met with skepticism and lack of care. I was lied to about equal treatment and rules. I write is to help others when choosing them as a distributor.

• Initial Complaint

  Date:10/23/2023

  Type:Customer Service 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.

  Diamond Comics is going to take our very small company to ***** to collect $10,000 for merchandise we DID NOT receive. Honestly, we did place the "pre-orders." However, after very poor business practices on their part, such as inflated shipping costs and damaged products with no resolve, we decided to no longer do business with Diamond Comics Distributors. The company informed us we COULD NOT cancel any pre-orders. No other shipments were sent, and now, months later, we are contacted by a collection agency demanding $10K for ordered products that were not shipped, and we will not receive even if the bill is paid. HOW IS THIS LEGAL!!! It is in fact mentioned in their tiny print "Terms Of Sales" contract. So they have us. We have agreed to pay for any merchandise we have received and the $557 restocking fee stated in the case. No, they want an additional $7,788 for the product we pre-ordered, however, did not receive shipment.

  Business Response

  Date: 10/26/2023

  *** ******* was granted credit card payment terms upon his account being opened. At that time and with each subsequent placement of an order, he had the opportunity to read the Terms of Sale, which did not change in his time as a customer. Our Terms clearly state that product ordered cannot be cancelled, as it is ordered specifically to satisfy that customer's order.

  When *** *******'s credit card was not approved for invoices that included product he had already received, our Credit department attempted to contact him several times and received no response. When there was no further contact or replies to our outreach, his account was closed. At that time, correspondence was sent requesting that he pay the invoices that had not been paid, plus we offered as a courtesy to accept a 10% restocking fee for product he had ordered but was now not accepting.

  The settlement offer was for a total of $3323. We again received no response, so this account was then sent to a collection agency. We have once again authorized the collection agency to accept a lower amount in the hopes that it will help *** ******* satisfy this debt, although we are due the full amount per our Terms of Sale.

  Business Response

  Date: 10/27/2023

  The final demand, including settlement, was sent via email to the address we have on file, *************************** on 6/21/23. The collection agency will be reaching out with a similar offer again, at our direction. We believe that this was a very fair offer, and hope to see this resolved soon via the collections agency.

  From that communication:

  Your account balance is comprised of the following elements:
  
  Product you have received                                                             $  1,654.00
  Restocked product                                                                               1,114.33
  Outstanding orders                                                                             15,576.96
  
  Total                                                                                                      $18,345.29
  
  Diamond is willing to settle your account in full for the amount of $ 3,323.13.  This amount represents full payment for product you have received, plus a 10% cancellation/restock fee for the above restocked product and outstanding orders which you placed with us on a non-cancelable/non-returnable basis.
  
  If your payment in the amount of $ 3323.13 reaches us within 10 days of your receipt of this letter, we will cease collection activity. Otherwise, your account will be referred for collection for your full account balance of $18,345.29 plus all collection fees, attorneys' fees, and interest allowable by law.

  Customer Answer

  Date: 10/31/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20767722, and find that this resolution is satisfactory to me. $3,323.13 Will be sent to YOUR collection agency
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/20/2023

  Type:Billing 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.

  Myself along with most retailers that purchase books from this company are constantly overcharged for shipping of comic books. The items are often sent in oversized packages when smaller, more affordable boxes would be fine to fit the items. The shipping costs do not fall in line with what ***, **** would charge for a package of the weight of the items we receive. I pay between $20 - $30 for items that weigh 1 to 2 lbs. I ship then ship these products to other people and when I ship the same weighted packages of 1 to 3 lbs, I do not pay nearly the price they charge. When I call for refunds they tell me that they leave to the purchaser to call with discrepancies about their shipping costs eventhough they are aware that there is an issue. This seems like an admission of guilt on their part. They have revealed to me that they know it is a problem. They should just charge reasonable shipping rates to make everyone's lives easier. All distributors in this industry either have free or what I would consider to be reasonable shipping rates. Something need to be done to get them to be more honest about what they charge for shipping vs their actual shipping costs. Seems ********** to me.

  Business Response

  Date: 04/27/2023

  We have consulted our files with regard to this customer. Customers are charged a discounted amount based on *** published rates. That formula has been followed in the cases of this customer’s shipments, and our online ticketing system shows that whenever they have had questions, they were promptly answered after research, with our freight policies clearly explained to the customer.

  This account has their shipments delivered to a residential address, as they do not have a commercial building. This increases *** charges, as can be seen on ***’ published rate charts.

  The account has received a number of freight credits when it was felt that a product was not packed optimally or as a gesture of goodwill.

• Initial Complaint

  Date:10/22/2022

  Type:Billing 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 worked with Diamond Comics for several years as a distributor for my small business. At the beginning of June 2022, I was sent to the hospital for a month while dealing with an illness. I immediately reached out to Diamond, notified them of the situation and I was told by Carlos ********* (see attached) that they would be placing my account on hold until I returned.
  
  One week later, I received a late fee and bill in the mail for that week that I first went into the hospital. By the time I got out of the hospital, I had received 2 additional late fees, they closed my accounts and they began finding new ways to continue billing my account. On 7/18/22, Kim ********* contacted me telling me I owed them money. I responded and explained the situation to her, and she said she'd look into it and have someone get back to me. No one ever did. A month after I was released from the hospital, I got another new bill for $800+ for items that I was supposedly supposed to return, though no one ever told me I was supposed to return anything, and when I contacted them so that I could return them, but no one ever responded. Half of these items they never sent replacements for in the first place. A few weeks after that, I got another new bill for ~$800 worth of items that they canceled, after they closed my account for being in the hospital, which they originally agreed to. I contacted them about it, and no one ever responded. During this time, I receive new late fees every other week and I now owe over $2500 in fees and late fees for items I never received and I cannot get anyone there to speak to me about it.
  
  Diamond is well known for doing shady things like this to line their books. Retailers all complain about and Diamond knows they can get away with it.

  Business Response

  Date: 12/26/2022

  Business Response /* (1000, 20, 2022/12/04) */
  We have reviewed our documentation and communications with this account. Their account was put on hold as requested, then made numerous attempts to get an update on its status. In that time, company checks were also returned for insufficient funds.
  
  When we finally heard from the account, we offered to waive the fees as a goodwill gesture. It appears that those fees were waived and the account has paid the amounts due, as agreed.