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:08/19/2025

  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.

  We ordered a backpack for our daughter’s first year of school. She picked it herself and is devastated it isn’t coming for her first day as projected. As a matter of fact, we paid nearly $90, including a $24 expedited shipping fee to ensure it would arrive in time. For. A. Backpack. It still isn’t here. It still hasn’t even been SHIPPED. The payment has been taken. We attempted to reach the business who will not respond via email. At this point the only acceptable resolution is the item being delivered ASAP as well as a refund of the expedited shipping fee as the shipping was NOT expedited. Also the item shows online as shipping in 4 business days. With standard shipping.. this is insane. This need resolved promptly. The lack of communication regarding delays of the item (literally no communication from them since the order whatsoever) and lack of response regarding the issue as well as the lack of fulfillment at this point is unacceptable.

  Business Response

  Date: 08/27/2025

  This order was placed on August 15th, 2025. We explained to the customer that processing times could take anywhere from 7-10 business days but her item took 3 business days and the shipping she chose 3-5 business days was in fact accurate as well. When we say business days it does not include the weekend. She placed her order on the 15th and it processed and shipped on the 19th (the 16th and 17th are not considered business days). The item then arrived on he 25th which again we do not count the 23rd and 24th as business days. At this time we are working with the customer to explain this but also provide a courtesy to them. 

• Initial Complaint

  Date:08/18/2025

  Type:Product 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.

  August 5th I ordered a ********* Caves & Cliffs Axolotl Plush from the Official ********* Shop, which is run by Snow Commerce. It took several days to ship, and when it finally arrived on Aug 11th, it was not even an item that is sold from that shop- it was a bathrobe from a company named Simplicity.
  
  I've provided a screenshot of the order from the store confirming the item I ordered which has the shipping tracking, and the shipping label on the box when it arrived, along with the incorrect item I received inside. I have attempted to contact the Official ********* Shops customer service, which is run by Snow Commerce, several times this past week with no success. There is no phone number I can call, and they have a single email that just creates a new ticket when you email it. It has been almost a week since the incorrect item arrives, and haven't heard anything from them, either in regards to asking for more information on my issue, or trying to resolve why I received the incorrect item & get me the item I ordered.

  Business Response

  Date: 08/27/2025

  We are currently working with this customer to provide a replacement. 

  Customer Answer

  Date: 09/04/2025

  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. I have received a replacement for the item I originally attempted to purchase from them.
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:08/15/2025

  Type:Sales and Advertising 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.

  i purchased shirts from here and was attempting to use a 40% off code *peaksavings. the code got booted out and the order processed at full price. ive emailed 5 times with no response. i would like my money back as i did not wish to purchase these at full price.

  Business Response

  Date: 08/27/2025

  This customer has been taken care of by initiating a 40% discount off the item. 

  Customer Answer

  Date: 09/04/2025

  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. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:08/05/2025

  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.

  Date of Transaction May 14,2025
  Order # ********
  Total $118.47
  Item *****-Gilmore Gilrs Lorelai Gilmore Funko9 Pop! Figurine was a preorder to ship on 7/19/2025 with an ETA of 7/25/2025. Contacted the seller on 7/30/25 (see attached) in regards to not receiving this item. Have not received any response or product as of 8/5/2025. No tracking for item was provided.

  Business Response

  Date: 08/15/2025

  At this time we have refunded the customer as this item is now out of stock. 

• Initial Complaint

  Date:07/24/2025

  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.

  On July 9, 2025, I placed an order through the ********* Online Store (****************) totaling $54.31, which included two pint drinking glasses and shipping (shipping was $16.00, included in the total). The order was intended as a gift and was supposed to arrive by July 14, 2025, but it never did.
  
  Tracking information eventually showed that the package was being returned to the sender ( I have no idea why), with its final destination appearing to be the parent company in Cincinnati, Ohio. However, as of now, the tracking still does not show the package as delivered, and there have been no updates since.
  
  I have made repeated attempts to contact the company starting on July 19, 2025, through their online contact form (multiple times), direct email, and online chat (which has never been available when I’ve tried). I have confirmation numbers for each of those attempts if needed. I also messaged them through their social media accounts and received confirmation that my messages were delivered, but I have not received a single response.
  
  The company does not list a phone number and has been entirely unresponsive. Despite my due diligence in trying to resolve this issue, I have had to file a dispute with my credit card company due to the lack of delivery, communication, or resolution.
  
  This experience has been extremely frustrating, and the lack of basic customer service is unacceptable. I am requesting a full refund of $54.31 and a formal explanation of what happened to my order.
  ****************

  Business Response

  Date: 08/01/2025

  We have reached out to this customer via email and they have no replied. Unfortunately, return to sender orders are due to the address that was provided. Sometimes the address the customer provided has an inconsistent value that they do not recognize. At this time we can issue a refund or a replacement for this order once the customer replies.  

  Customer Answer

  Date: 08/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I have responded to their message and requested a full refund, but have not yet received my refund.
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 08/15/2025

  Once the customer reached out to us we investigated the issue and saw that the carrier had issues with the address We then asked the customer if they wish to receive a replacement but at that point they had open a chargeback. At this time we are unable to issue a refund due to the chargeback. Once the chargeback is resolved we can move forward. 

• Initial Complaint

  Date:07/22/2025

  Type:Delivery 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.

  I ordered items from the AMC shop online, Snow Commerce on the package, and did not receive my full order. I have reached out twice to customer service on separate occasions waiting the 48 hour period on both occasions, but I have not heard back from anyone. I either want the full delivery or my money back. Emails, order details, and pictures of items are attached with dates,

  Business Response

  Date: 07/23/2025

  We are currently looking into the customers order. The two items are on backorder that is why they were not delivered. As soon as we have an accurate ETA we will reach out with that date and time and proceed to provide a resolution. 

  Customer Answer

  Date: 07/31/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  The items are on back order. They do not know when they will come in and I only will receive an updated email when / if they come in. At this point, I would rather be refunded.

  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 08/15/2025

  We have reached out to the vendor and confirmed that all items were shipped together. At this time we will reach out to the customer directly for further review and provide a resolution of a replacement or refund. 

  Customer Answer

  Date: 09/02/2025

  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. 
  
  
  
  Regards,
  
  
  
  **** *****
  

• Initial Complaint

  Date:07/11/2025

  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.

  Snow Commerce inc, a.k.a Cinemark Shop has stolen my money on a pre-order purchase I made almost 7 months ago. I paid for a Sonic popcorn bucket and recieved confirmation on December 20th, 2024 for the price of $49.83. I was supposed to receive it between May 7th and May 11th but it never arrived. I contacted Cinemark shop through their customer service email on May 15th regarding my order and they told me that they would begin processing the order next week. That week came and went but still no order. On May 30th I told them that I wanted a refund. I had to ask them again on June 18th for my refund because I didn’t see my money back into my bank account. On June 19th they said they would issue a refund for me and that it'll take 3-5 business days (the rep who said it is named Maria B). That time comes and goes and still no refund. I contact them again on July 2nd demanding my money back and the rep Maria B says: "We were attempting to issue your recent refund request back on to your original form of payment with ******. However, an unexpected processing error happened in our ordering system and unable to complete the transaction.
  We would like to resolve this matter right away by issuing the refund directly to your ****** account. If you can, please provide us with the email address associated with your ****** account and we will complete the transaction." I provided them with my email and I STILL haven't received my refund. They purposely kept pushing the date back so I could not despute the charge with ******. At this point I've tried everything. I was being very patient reasonable. Cinemark Shop a.k.a Snow Commerce inc (As it appears on my ****** statement) is a scam company that steals from customers and needs to be reported. I can provide screenshots of everything.

  Business Response

  Date: 07/16/2025

  We have been in communication with the customer and let them know of their orders delay. They requested a cancel and refund and we did so. However because the opened a chargeback which takes 45 days to be resolved with ******  when we went to issue the refund ****** did not allow us as they have all funds. When a chargeback has been issued we do not have any say over funds and ****** freezes the money. At this time the customer has to reach out to ****** about their dispute.  

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  On July 17th, 2025 I contacted ****** to see if there was any chargeback, dispute, or hold on the SnowCommerce inc charge for the item. I got a hold of a supervisor by the name of J**, who checked my records and they found no such claim, dispute, or charge back. I asked if they could verify their findings and they sent me a message via ******'s message system attached to my account confirming that I never placed a charge back, dispute, claim, and/ or whatever excuse and lie that the company is coming up with to steal my money. In the message they make sure to specify the transaction and say that there isn't any sort of claim, dispute or holding from their end on those funds. I repeat this is a lying scam company. Please see the attached. There is no hold. They steal from customers and their "attachments" show no proof of a refund issued on their end.
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 08/01/2025

  When we tried to refund this customer ****** rejected our refund. At this time we have gone ahead and issued another refund. 

• Initial Complaint

  Date:07/02/2025

  Type:Product 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.

  On June 23rd, I placed an online order from the Official DC shop totaling $322.73. I contacted the DC SHOP the same evening the order (Order# ********) was placed requesting cancellation of order via their ‘support contact’ on the site. The site states there is no contact number or live chat to assist. NO ONE WILL PROVIDE ANY HELP. The items shipped & were delivered which is fine, but I DO NOT NEED THE ITEMS. I have submitted MULTIPLE messages via their site with no response. This is the worst customer service I have ever experienced, but that’s funny because there has been NO SERVICE AT ALL. At the very least, a return shipping label to GET the items back to them would be a start. The company posts a 30-Day money back guarantee as a return policy, but I can’t get a return processed if a human being won’t contact me back. If you offer a return policy, provide a way for the customer to ask for it. If I can get the items back I REFUSE to pick up the tab for the original shipping costs. I want my refund IN FULL. I have also filed a dispute with ****** who funded the transaction.

  Business Response

  Date: 07/16/2025

  As of June 27 and July 5th we have been working with this customer to have all items returned to us. The customer has returned the item and we are waiting on the vendor to confirm which items have been returned to issue the refund. Once we have verified we will issue a refund. 

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I want the FULL purchase price refunded ($322.73)…THIS INCLUDES THE SHIPPING CHARGES.  This is the absolute LEAST they could do for PROVIDING NO SERVICE.
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 07/23/2025

  A full refund has been issued.

  Customer Answer

  Date: 07/24/2025

  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. 
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:05/31/2025

  Type:Product 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.

  Hello,
  I recently made a purchase from The WB Shop (Warner Bros.) which is operated by Snow Commerce. I have made multiple attempts to make a return and have had zero response. Not sure what to do next. They only supply an email, no phone number.

  Business Response

  Date: 07/16/2025

  We are currently waiting for the customer to return the item with the prepaid label we provided. We do no offer exchanges and we have let the customer know. Once the item has been received we will issue a refund to the customer. We are in communication with the customer. 

  Customer Answer

  Date: 07/16/2025

  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. 
  
  
  
  Regards,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:05/17/2025

  Type:Product 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.

  SnowCommerce, as South Park Shop and Paramount shop, are scamming people with an “official” South Park **** cup. The cup is not an official **** product, but was custom made by Snow themselves via a custom order. I demand they clarify this truthful claim/ remove the fraudulent product. Thank you.

  Business Response

  Date: 07/16/2025

  Hello,

  We understand your concern and want to assure you that we are a legitimate and verified business. We operate as an official merchant and are committed to providing our customers with genuine products/services and excellent customer support.

  Yes, South Park is associated with Yeti. The product on the website does reflect some of those items but not all. All items are chosen by the Official teams of South Park, We just facilitate what they prefer and which vendors can provide it. 

  We are fully transparent about our operations, and if you have any questions or require additional verification, please feel free to contact us directly. We value your trust and look forward to serving you.

  
  Warm regards,
  
  

  Customer Answer

  Date: 07/16/2025

  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.  Explanation was given and no escalation was needed.
  
  
  
  Regards,
  
  
  
  ** ***