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Business Profile

Wholesale Toys

Joyus Toyus Custom Plush Toys

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Joyus Toyus Custom Plush Toys's headquarters and its corporate-owned locations. To view all corporate locations, see

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Joyus Toyus Custom Plush Toys has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 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.

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    Complaint type

    • Initial Complaint

      Date:10/06/2025

      Type:Delivery Issues
      Status:
      Answered
      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 27th, 2023 I entered into a agreement with the *********************************** in ************, **. I paid $11,250.00 for ***** custom plush animals, ***** books, and ***** product boxes. On Sept. 12, 2025 , I paid an additional $3,750.00 for ***** more custom plush animals.After countless delays from Joyus Toyus on the prototyping of my plush, I gave the green light to begin production on March 3rd, 2025. While prototyping was supposed to take a month, it took 1yr 7months. Production was only supposed to take a month, but it took from March 3rd - June 8th, 2025 to finish. Then shipping began, and I was told it would only take about a month. It is now going on 5 months, and I still don't have a product in hand. I continue to get the run around with the owner, ***** ****.The latest excuse he gave was that my ***** plush animals are in a warehouse in ** waiting to be shipped to his SC location while my boxes and books are stuck in Customs. I was told all my items arrived in the **** on Aug 5th. That means my books and boxes have been in Customs for 2 months and my plush animals have been in a warehouse floor since then. He told me two weeks ago that my plush was in route to his warehouse in **, but I still have not been informed of their arrival.I should also mention I paid an additional $6,000 on July 4th, 2025 to cover all shipping and handling costs to get the product to my door. He said my product took up space in 1 full 40' shipping container and half another, which was laughable given the container size and my order, but I paid to get the product to my door. I have done everything on my end as far as payments, extending extreme patience, and working to resolve issues to get my product in hand, but ***** (Joyus Toyus) continues to delay my delivery, and I am constantly having to push to get updates. All I want is my product in hand! I feel as though maybe the BBB can help make that happen. I have paid a total of $2***** to Joyus Toyus for my product.

      Business Response

      Date: 10/06/2025

      Thank you for the opportunity to respond. We sincerely regret the extended timeline and frustration this customer has experienced. While we have maintained ongoing communication throughout the project, we understand that delays in prototyping, production, and shipping have created significant concern. This customer placed a production order with our company in July 2023, followed by a revised order for additional units in September 2025. The initial prototype phase extended far longer than intended. To support their vision, we even engaged our freelance ***-based plush toy designer to perfect the design at significant added expense. While the customer ultimately approved the prototype and greenlit production in March 2025, we acknowledge that the time from initial concept to production approval was longer than anticipated. The customers production was completed and confirmed by our factory in June 2025. The full shipment of plush toys have now arrived at a California warehouse. However, due to port congestion and clearance delays, the inventory has not yet been released or transferred to our USA factory/warehouse. As of today, no product has yet shipped from the west coast and we are awaiting final release for the cross-country delivery. During this waiting period, we have also been incurring demurrage and warehousing costs of $450 per day, which we are continuing to cover in full. We have not passed this burden on to the client and have not even raised the issue with them until now, in an effort to avoid adding further stress to the situation. Even though these expenses have placed a considerable strain on our family-owned business, we remain committed to completing this delivery in full. To help ease concerns during this delay, we have provided the customer with photos of their completed plush order and have maintained correspondence throughout. Additionally, we offered to manufacture an extra quantity of complimentary product due to the extended delays, a goodwill gesture we hoped would demonstrate our commitment to making things right. It is unfortunate that they have chosen to voice their displeasure through this public complaint just as we are nearing the final phase of delivery. We understand the urgency, and we share in the frustration of the situation being outside of our direct control. We will continue to provide proactive status updates and ensure this order is delivered as soon as the items are released to our shipper. Again, we remain committed to seeing this project through and sincerely appreciate the customers patience as we finalize the last leg of this process.

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After hiring ***** **** and Joyus Toyus to create 13 stuffed animal prototypes, only three have been delivered. After requesting a refund for all undelivered prototypes, ***** **** has ceased communication and refused a refund.

    Joyus Toyus Custom Plush Toys is NOT a BBB Accredited Business.

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