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:08/21/2025

  Type:Product Issues
  Status:

  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.

  Fairyloot is a book subscription company that sells special edition books and monthly boxes. I signed up for their 3-book subscription starting in July and immediately ran into issues. First, the company announced shipping delays, then filled my inbox with vague its still coming emails instead of real updates. When the July box finally shipped, it was sent to the wrong address. I contacted customer service right away to see if it could be rerouted or replaced. Fairyloot only offers email support, and it took them over a week to respond. By then, the box had been delivered to the wrong address. Despite me paying $100.04 and never receiving the product, they refused to send a replacement, issue a refund, or even offer credit. Their excuse was that an address-change email should have been sent, but I never received it. This was my first purchase, yet instead of resolving the mistake, they refused to take responsibility. I asked to cancel my subscription and refund both the missing July box and the August box (which I had already been charged for). They again refused, and when I offered to simply return the August box once it arrived (since this one was coming to the correct address which I provided them earlier) they said no. Left with no choice, I disputed the charges with my credit card. One charge was credited back, but the next day Fairyloot emailed me saying they would fight the disputeeven though I had never received the product. This is unacceptable. I paid for goods that never arrived, communicated promptly, and even offered compromises, yet the company chose to stonewall me. Since then, *** seen many similar complaints: delayed shipments, damaged products, and a refusal to provide refunds or exchanges even when at fault. My case shows a clear patternFairyloot takes customers money but avoids accountability when products are lost or mishandled. I am requesting a full refund of $200.08 for the July and August boxes which I never received and dont want.

• Initial Complaint

  Date:06/30/2025

  Type:Sales and Advertising Issues
  Status:

  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.

  I have several book subscriptions with Fairyloot and have never had an issue until recently. Fairyloot charges you at the beginning of the month for your book box but does not ship until the end of the month. I have alway recieved my shipments, so I never had an issue where I needed to keep track of when things arrived. I got charged in February for my subscription and never recieved my product. I did not notice that it had not arrived until recently because of how delayed their shipments are. I contacted customer service about a refund or replacement, and they told me no to both. I understood that stock was out because of the time that had passed, but they refuse to give a refund because "due to how much time has lapsed, we're unable to provide a refund/replacement for this order, as we're unable to view the tracking, and therefore guarantee whether this order was delivered." Because there is already a one month delay from when I get charged to when it gets shipped, I can't even dispute the charge on my credit card. All I am asking for is a refund for a product I never recieved.

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  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.

  I ordered a book set on March 22nd. I finally received the order on Nov 23rd. The product came damaged due to a printing error. I contacted the company and they are refusing to issue a refund or a replacement. I provided photos for evidence to them so that they could see the damage to the book. They dont care and said that they are unwilling to do anything to fix this situation. The product is not in the quality that they advertised. Their quality control is extremely poor. The customer service is terrible. They dont answer emails for days and then they keep telling me that Im out of luck. Since they waited so long to ship the item, I am not able to file a chargeback on the charge. Im out money since I have a damaged product.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  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.

  I have a monthly subscription to fairyloot and got an email that this entitled me to early access to purchase the powerless series of books. The email very clearly states that you have to be logged into your account to be able to access this early access for pre-ordering this series. I very specifically followed these instructions and kept getting an error that " I had wondered off the path" and a button asking to take me back to safety. I did this very shortly after the email came to me because I knew there would be high demand for this series. I tried multiple times to access this for pre-order. I was unsuccessful. I then emailed the company to ask for assistance. They replied 2-3 days later as advertised but because of the high demand this pre-sale was already sold out and I was unable to purchase the series. I would like to give this company my money and get a copy of the powerless series as advertised. I think this is a scam. Their website doesn't allow you to search the "fairy trove" (i.e. the online shop) and I am really wanting to get my daughter a special present for Christmas which is a out when the books come out. I would like the company to honor the email advertisement I got with the pre-order access and allow me to purchase a set of the powerless books. The powerless series was available for pre-order to subscribers on the 23rd which was when I tried to purchase this. It was open to US purchasing at 1600 BST. I emailed them on the 23rd at 1141 and 1157.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  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.

  I paid for my item 2/01/2024 with the promise that it would be shipped no later than 2/29/2024. When I reach out for support, ** basically told that that promise doesnt matter and to simply keep waiting. I am also told that they will not investigate the issue