Business Profile

Online Retailer

Horror Merch

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Horror Merch's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

116 total complaints in the last 3 years.
36 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.

Initial Complaint
Date:04/01/2023
Type:Product 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 placed an order on 12/1/22 for 4 t-shirts and 1 hoodie from this company totaling $120. I received 2 of the t-shirts on 12/16/22. I have emailed multiple times to be told the other 3 items were pre order and can take weeks. I opened a complaint with paypal for my money back on the 3 items I never received in the beginning of March 2023. They closed my dispute and I didn't get my money back. At some point shadow graphics falsified the tracking info and updated the original tracking number to look as if everything was delivered 12/16. Mind you on 2/23/23 I have correspondence with the company saying I need to wait for my pre order items still. Why would they say this IF they claimed they were delivered on 12/16/22. I just want my $85.97 back from this scam company.
Business Response
Date: 04/01/2023
If you have filed a dispute or chargeback - you will need to contact your billing provider for further information. As your have given control of your purchase to your billing provider this removes us from any further movement, action, interaction or support for your purchase.
Customer Answer
Date: 04/01/2023

I am rejecting this response because: I filed a dispute with PayPal that hasn't been resolved. I used my bank card not a credit card so I can't get a charge back. The fact this business thinks they don't owe me a refund is preposterous.

Business Response
Date: 04/03/2023
Please view the attached file for confirmation of refund.
Customer Answer
Date: 04/03/2023
Paypal did issue me a refund. I hope they stop letting this company use PayPal for their scam. Thank you.
Initial Complaint
Date:03/30/2023
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.
This company has taken my money several times for orders, and never given me any of the items I ordered. They have offered me gift cards in exchange. After placing orders with the new gift cards, they STILL won’t send me my items. It’s been 7 months and I haven’t received any word from them at all.Now they’re ignoring me and I have not received any products or refunds at all. This is three different orders they have stolen my money from without providing any products.

Everything shows up as “fulfilled” in my account even though I received nothing.

The tracking they provide for items either doesn’t work and redirects to their site or just says “label created, not in system”

They keep robbing me.
Business Response
Date: 03/30/2023
Hello, We are no longer able to offer direct support via third party
platforms. This includes review sites, social media etc.

If you would have a question about a purchase (including PREORDER items
awaiting shipment) please contact the helpdesk on the website at contact.horrormerch.com for further information as we are unable
to offer direct support via third party platforms or social media.

--------------------------

Please note the following (also listed within your receipt) will limit
further support for your accounts:
-----
If you have filed a dispute or chargeback - you will need to contact
your billing provider for further information. As your have given
control of your purchase to your billing provider this removes us from
any further movement, action, interaction or support for your purchase.
-----
If you have created a disturbance (I.E. flooding our emails/social
media, harassing correspondence, threats, trolling, review sites, fake
accounts, etc) within our daily operations, this will limit any further
support for your purchase. We will still be sending updates to you as
they are available for your purchase, but this will halt any direct
interaction beyond these automatic updates being sent to you.
-----
If your purchase is under 6 months old, please contact the helpdesk on
the website at contact.horrormerch.com for further information
as we are unable to offer direct support via third party platforms.
-----
If your purchase is over 6 months old, please revisit any previous
correspondence sent to you (be sure to also check your spam/filtered
folders) regarding your purchase as we are unable to offer direct
support via third party platforms.

This includes previous email updates, responses, tracking information,
refunds, replacements, etc. If you would need these resent to you,
please visit contact.horrormerch.com for further contact and we
can resend them to you up to one year from purchase. As we finalize any
remaining open purchases within 6 months from the original date of
purchase - we are unable to offer any further support after one year
from purchase.

--------------------------

Answers For Most Inquiries
(not listed above - also within your receipt):
-----
I have not received my item:
If your purchase is under 6 months old, please contact the helpdesk on
the website at contact.horrormerch.com for further information
as we are unable to offer direct support via third party platforms.

If your purchase is over 1 year old, please revisit any previous
correspondence sent to you (be sure to also check your spam/filtered
folders) regarding your purchase as we are unable to offer direct
support via third party platforms.
-----
My item shows it was delivered, but I did not receive it:
If you have valid tracking information that shows your purchase was
delivered, you will need to contact the shipping provider directly as we
are unable to offer direct support for purchases that show that have
been delivered. In most cases, you will be able to receive a refund from
them in the case of lost or misplaced deliveries.
-----
I received the wrong/damaged item:
If you received an incorrect/damaged items, we must be notified within
10 physical days of delivery to our helpdesk ( contact.horrormerch.com ). Please be sure that the package you
are inquiring about has a return address from us (Horrormerch) directly.

We are not able to offer support for purchases from other websites, or
packages that do not have our return address on the package. Please
visit horrormerchstore.com/pages/contact-horrormerch-com#FAQmissing
for further information
-----
I can't cancel my subscription:
To cancel your subscription, please contact our helpdesk ontact.horrormerch.com within 5 physical days prior to your
next billing cycle. The billing cycle date is the date you receive your
email receipts for your subscription renewal date. Subscriptions that do
not receive a confirmation email from us will still be active until an
email confirmation has been sent confirming it's cancellation.
-----
I did not receive a free item:
All FREE/BONUS items are available while supplies last per purchase. If
FREE/BONUS items are discontinued or supplies are no longer available -
we are not able to offer/send replacements as FREE/BONUS items are only
available while supplies last. FREE/BONUS are not able to be refunded as
they do not have a monetary value within your purchase.
-----
Why did you block me on social media?
Why are you not returning my emails?

Please be sure to check your spam/filtered emails for any previous replies.

If you have created a disturbance (I.E. flooding our emails/social
media, harassing correspondence, threats, trolling, review sites, fake
accounts, etc) within our daily operations, this will limit any further
support for your purchase. We will still be sending updates to you as
they are available for your purchase, but this will halt any direct
interaction beyond these automatic updates being sent to you.

--------------------------

For any other questions or inquiries, please visit contact.horrormerch.com for further information as we are unable
to offer direct support via third party platforms.
Initial Complaint
Date:03/10/2023
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.
I paid nearly $50 for a box and received duplicate items, first they said there was no way it happened even though I have photos , then they said they’re just refunding me. They refunded me $8.
Business Response
Date: 03/14/2023
As listed at purchase - these items are sold out and are not able to be replaced.
As the customer mentioned they received a duplicate, which the customer could still not prove they had received a duplicate item (and that these boxes are packed in steps to avoid duplicate item issues) a refund was sent to the customer.
As the item they purchased is already discounted, and they had an additional discount added at the time of purchase - the refund available and that was sent to the customer was for the item they claimed was a duplicate, MINUS the original discount to the item AND the discount added by the customer at purchase.
As the items have been delivered, and the refund has been sent, we are unable to offer any further support for this purchase.
Initial Complaint
Date:02/24/2023
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.
I purchased three shirts. They sent one. Another one came about 6months later. The third one has never come and they won’t return the 50’ish emails I have sent asking about what is going on.
Business Response
Date: 02/27/2023
As we had emailed on Dec 6 (attached) the item was discontinued and we had asked for a replacement by the customer. We have yet to hear back regarding this request until this post.
Please let us know what you would like to replace it with, either here or via email, and it can be replaced for you.
Customer Answer
Date: 03/09/2023
I would like a refund. Not a gift card so I can wait another year for a shirt.
Business Response
Date: 03/20/2023
You had ordered Mar 10 2022, not 3 years ago.

Also if you only received one shirt, you will need to contact your local post office with your tracking information below.

Attached is your original, and only previous order prior to November.

Orders #******** March 1, 2022

Fulfilled
March 10, 2022
**********************
Delivered on
Friday, March 11, 2022

Fulfilled
August 12, 2022
**********************
Delivered on
Thursday, August 18, 2022

2 shirts from this order were fulfilled per the screen cap and the tracking info above.

Your remaining item has a $20 value that you opted for the gift card as also listed within the screen cap.

All payments for the previous order in november have been directly refunded to your paypal account.

You still have a $20 gift card.

Due to your posting of misinformation and that we have no other active purchases to refund, we will not have any further support or updates available as the gift card is still active and (unless it's via another email address) we do not have any purchases from you prior to March 1, 2022.

Customer Answer
Date: 03/21/2023
I am rejecting this response because: I did not say 3 years. I only received one shirt. My total was over $70 and I don’t want any further business with you, therefore a store credit/gift card will not suffice. There was zero credit on my PayPal. This is theft at this point. It’s totally unreal how you treat customers. I have never in my life complained about an order or purchase from any other company. This is beyond silly. The major point of it all is you not fulfilling an order for well over a year then continue to treat a customer poorly for being upset about it. It’s bad business. I am a horror lover and probably would have ordered a ton of merchandise from your company but the Blatant disrespect and complete rudeness I have received from your company or the lack of communication is appalling.
Initial Complaint
Date:02/23/2023
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: 11/6/2022
Amount: $39.99
Purchased Beetlejuice album
Instead, I received a movie, "A Goofy Movie" and no album.
The merchant sent the credit card company a spoof label that included the merchants name. On the package I received, the merchant's name wasn't on the package. I had no idea who it was from.
Tracking number: ********************** via USPS.
The item I purchased weighs 2 pounds. On the shipping label that it the movie was shipped, it says 1 pound.
Business Response
Date: 02/23/2023
As the customer already filed a chargeback (attached) on Dec 15 - they were already refunded for their purchase. As they were already refunded, we are not able to refund them a second time.
Customer Answer
Date: 02/23/2023

I am rejecting this response because:

Although I was refunded via conditional temporary credit of $39.99 from my credit card company, and not you at all, you must refund me for the FIRST time. You never refunded my money to begin with. The credit was reversed on January 14, 2023 in your favor. If you do not refund the refund $39.99, I will continue to report to my credit card company, the BBB and further action will be taken.

Business Response
Date: 02/27/2023
As attached, a refund was made to the customer via their billing provider.
As the customer was refunded, more so by a forced refund by their billing provider, this voids any further support for their purchase as they were refunded
We are not able to refund purchases twice.
Please contact your billing provider for further information as we will not have any further updates or support available for this purchase as the customer filed a chargeback and has been refunded.
Initial Complaint
Date:02/02/2023
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.
I bought 2 tee shirts on 8/31/2022 from this business. ORDER #********. One was delivered within 3 weeks. It’s now February 2, 2023, almost 6 months later and this business has no idea when my other tee shirt will be delivered. I want a refund of my money in full $25.99 for the tee shirt that was never delivered.
Business Response
Date: 02/03/2023
One item was already delivered with tracking link
Fulfilled
September 17, 2022
USPS
**********************
Delivered on
Monday, September 19, 2022
The remaining item was put in line for refund once they contacted us - but they did not give us time to process it before contacting you. It has been processed and they should see the refund within 3-5 business days depending on their bank.
A $25.99 USD has been refunded
Order
#********
***** **********
Refunded by
shadow graphics
Initial Complaint
Date:01/30/2023
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.
Purchased preorder items on 05/30/2022, they were supposed to be shipped by December but nothing came. I submitted a ticket on their website the beginning of January. I received and email back on January 28th stating that my items are over 180 days old and they can only offer me a gift card since their suppliers did not fulfill the order. Which I do not understand as their website has the item listed as in stock. Also, they are only offering me a gift card for $51 when I paid $86
Business Response
Date: 01/31/2023
Your Items were delivered with tracking link
Delivered, Front Door/Porch
SACRAMENTO, CA 95838
December 1, 2022, 2:30 pm
If you did not receive them, you will need to contact your local post office for further information
Customer Answer
Date: 01/31/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 18945269

I am rejecting this response because: The business sent ONE out of FOUR items, that was my mistake. The order total was $86.84. $16.99+$16.99+16.99+13.99 +$21.88 for shipping. The item they sent was $13.99 and approximately weighs 11 oz with packaging. I looked up usps first class shipping prices and shipping would be about $6.65, totaling $20.64. The gift card they are offering me is for $51, that means there is $15.20 missing. All I want is for the company to do the right thing and send me my missing items, they are in stock on the website.
Business Response
Date: 01/31/2023
Per your email you mention you did not have any emails in your inbox/spam folders. (attached)
Also attached is the read/review account for that email as it was opened multiple times - including after the email we sent on Jan 28.
Tue, November 8th, 2022 11:54 PM ET Open
Fri, November 18th, 2022 2:33 AM ET Open
Sat, January 28th, 2023 3:47 PM ET Open
Please revisit the previous emails for any further updates for your purchase as posting here, and then posting false information invalidates any further support for your purchase.
Customer Answer
Date: 02/01/2023

I am rejecting this response because: I have messaged support multiple times stating I looked through my emails and can not find said email regarding preorder delays. I am not understanding why your company is refusing to send me my order when again the items are IN STOCK on your website. I have read tons of reviews stating that this is a common occurrence with your company. Had I seen these reviews warning customers I would have never wasted my money. Again, I am asking that your company does the right thing and sends me my refund or sends me my items. That is all I want, thank you.
Customer Answer
Date: 02/02/2023
Hello, I attached screenshots of emails from customer service regarding the preorders items and I also attached the next email where they sent a gift card.
Initial Complaint
Date:01/17/2023
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 a buy 3 get 1 free deal at the beginning of 2022. Throughout the year I received a single shirt at a time 1 package included a random free shirt, but I never received one of the shirts I specifically picked out and paid for. I have reached out to horrormerch about this, but the only response I got, was implying the buy 3 get 1 free has expired. The tshirt I was waiting on was marked as a preorder so I patiently checked on it throughout the year. The shirt is now available for purchase and I still have not received it. I still have proof that the order was only partially delivered on my Shop app. I just want the item I paid money for, OR the 25 dollars I paid for it refunded.
Business Response
Date: 01/19/2023
As you have multiple purchases - with multiple shipments here is all of your tracking information

*********
November 20, 2019 at 4:53 pm from Online Store
**********************
Delivered on
Saturday, December 21, 2019
----------------------
*********
November 22, 2019 at 6:49 am from Online Store
**********************
Delivered on
Saturday, April 19, 2020
----------------------
*********
April 5, 2022 at 2:55 pm from Online Store
1 PAID Shirt:
**********************
Delivered on
Friday, April 22, 2022

2 PAID shirts/1 FREE Shirt:
**********************
Delivered on
Monday, August 01, 2022
----------------------

As your 3 PAID items and 1 FREE item were delivered within this recent purchase - your purchase was fulfilled.

As listed, prior to purchase, within your receipt, and in the emails we had previously sent, your remaining FREE/BONUS item would ship if available and while supplies last. As the remaining item was not available to ship - it was cancelled as it was a FREE/BONUS item within your purchase and is only available while supplies last

Posting here and on other third party sites will not change or ship any free/bonus items as they are only available while supplies last.

Please visit *************************** (as listed prior to purchase, and within your emails) for further information as free/bonus items do not contain any monetary value for your purchase.
Customer Answer
Date: 01/19/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I accept the business's response to resolve this complaint.
Initial Complaint
Date:01/07/2023
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.
I placed an order 10/17/22 for 2 Pet Sematary shirts and the Gage and Church funko pops. I received the 2 shirts but have never received the funko pops. The funko pops were not pre-ordered or out of stock items so there is no reason I should wait over 3 months to receive them or never receive them. I have tried contacting the company NUMEROUS times and only get automated emails and no human responses. My order number is
Business Response
Date: 01/09/2023
As listed at the time of purchase (attached) this item is a PREORDER item. As you have received your other items

Tracking Number:
**********************
Your item was delivered in or at the mailbox at 1:25 pm on November 9, 2022 in ********** ** ******
your remaining PREORDER item will be sent once it is available.
Customer Answer
Date: 01/11/2023
I am rejecting this response because: What is the expected time frame I can expect my funko pops. As a business you should know and be able to give your customers time frames. It has been over 3 months. Do I have to wait a year???

Business Response
Date: 01/17/2023
2 items were already delivered on Nov 09.
The remaining PREORDER item has been refunded.
Customer Answer
Date: 01/20/2023
I am rejecting this response because: I really wanted my funko pops. I'd take those 2 over a refund. Do better.
Initial Complaint
Date:01/04/2023
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.
I placed an order for a Jason Voorhees Pop in May 2022. They contacted me in Oct 2022 saying they would issue me a full refund. We are now in Jan 2023 and still no refund and customer service wont even respond to me anymore
Business Response
Date: 01/05/2023
As we had previously emailed (attached) we will send the remaining items when they are available and refund for what is left when they are available.
Posting here, on multiple review sites, etc will not speed up this process.
As we have already addressed this customer, we will not have any further updates available for this account until the customer is directly refunded.
Any further disturbances by the customer may alter any further refunds or action otherwise.

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Horror Merch is NOT a BBB Accredited Business.