Online Retailer
ToyWiz.comThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for ToyWiz.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/30/2024
Type:Product IssuesStatus: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 Real ******* S6 Micro Craft SGL PK 10PC from To Wiz and its clear that they tampered with the box and took something out. Theres several layers of tape on the top end of the box and a clear cut line in the tape that is different from the cut line that I made. They took out the Light boxes and now theyre selling them separately!Business Response
Date: 05/30/2024
The customer had previously reached out to us over the phone stating she did not receive the item she expected to receive in a mystery box. We politely explained the sets are not guaranteed as they are listed "mystery" and she should contact the manufacturer of the product as we are strictly a distributor. At no point had she described the box being resealed or tampered with. After calling the distributor they confirmed they do not ship out items with the way the box appeared and at that point she had sent us an email where we apologized for the inconvenience provided her with a return tag and assured her we do not tamper with these products as it may occurred in transit and we would look further into it with our carrier. We pride ourselves on providing solutions for our customers and authenticity on all products, when issues arise in this fashion we do seek out help from the manufacturer and transport services to find suitable solutions.Customer Answer
Date: 05/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[I did not throughly check the box until I made the video that I sent to the manufacturer, which is when I noticed that there was extra layers of tape that had been cut cleanly through; I opened up the box with a ***** pin from out of my hair so theres a jagged cut in the tops layer of tape that doesnt line up with the cut in the tape underneath. You can see that someone has added a few extra layers of tape to the top of the box and it doesnt match the coloring or the tear marks of the original tape that is used on the bottom of the box. After I reached out to Toy Wiz again, I sent the proof of the tampered box and all they did was send a label for me to ship it back to them and that is not a resolution of my satisfaction. I spent approximately $163 on this product and I have NO REASON to tamper with my own stuff. Its funny how Toy Wiz is NOW selling the same missing product from my order for $23.99 but they were NOT SELLING it when I made my order; otherwise I would have just bought the toy outright!!! Toy Wiz can reach out to the manufacturer for further details about the email that I sent them, as there is no way of calling their California office.]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********************************
Business Response
Date: 06/03/2024
As explained in the email. We have received this product on Friday and the customer has been set up for a refund.
She has been made aware this may take 3-5 business days, (business days do not include weekends) for this refund to clear in her account but this will depend on her financial institution.
All appropriate actions were made and resolved on our end.
Toywiz Customer Service
Customer Answer
Date: 06/07/2024
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 and the matter has been resolved, as the funds were credited back to my credit card.
Sincerely,
********************************
Initial Complaint
Date:04/13/2023
Type:Product IssuesStatus: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 2 items from Toywiz.com online via ****** shopping. Changed mind and returned the items according to terms. We never received a refund, they kept our money. We are still trying to beg them for our money back, pure fraudulent online activity.$623.47Business Response
Date: 04/27/2023
The customer returned items and was credited per our policies. They also filed charge-back disputes. They have been refunded in full since November of 2020. No further credits are due. We have explained this to the customer multiple times.Customer Answer
Date: 05/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I have not received a refund as the company claims nor has my financial institution. The purchase is from 2022 not 2020 as the company reported.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 05/03/2023
This order was placed on September 11, 2022, and refunded via ****** shopping on Oct. 11, 2022 for the amount of $623.47. We explained multiple times that they need to contact ****** directly as we are just a seller on the platform and do not have access to any of her financial information. ****** Shopping should be able to give her the information as far as what card she was refunded to. There are no further actions we can take and she needs to reach out to the ****** platform to settle this. I have attached the documentation we receive from ****** letting us know they have refunded the customer on our behalf.Customer Answer
Date: 05/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
We have notified you multiple times we have not received this refund. Google has not helped us either. We would like our refund please.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Initial Complaint
Date:09/20/2022
Type:Product IssuesStatus:UnansweredMore 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.
Order Date Fri, Sep 02, 2022 I payed $114.99 I ordered a box of Pokemon Trading Card Game ************** Fusion Strike Booster Box [36 Packs]. When I began to open the packs I noticed that the seals around every single pack were completely different to all the other seal products that I have purchased. The seals around each pack of cards feels as if they have been resealed they are so firm that one can not open them with just one's hands but I had to use a pair of scissors. Compared to other empty wrappers of the same style booster pack that I still have the seal around the packs don't even look or feel anything close to what all the other wrappers I have feel like. And the most damaging part of this is that I didn't pull a single decent card out of 36 packs of cards. Every single card is a reverse holo pokemon card or a reverse holo trainer card. I am at a true loss for words because I opened another booster box purchased from Directly from the ************** and the mix of pulls from reverse holos to full art cards and vmax cards is varied but the mix is there. This box did not have a single mix but were all reverse holos or reverse holo trainer cards, The card packs looked they have been Resealed and all the good cards were taken out of each of the packs of cards this is Fraud. I contacted Toywiz on 9-11-22 one day after I received my package and got an email back from a ******* 9-12-22 stating that he did not believe me and that I would have to send in all the wrappers "Which I still have all 36 including box and box wrapper." for him and his team to conduct and investigation in which I stated I would do whatever necessary to find a solution to this issue. It now has been 8 Days later and all of my follow up emails. have been completely Ignored. No Resolution was Offered. Order #********* Tracking #******************Customer Answer
Date: 10/15/2022
Better Business Bureau:
At this time, I have not been contacted by ToyWiz.com regarding complaint ID ********.
Sincerely,
*******************************
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