Complaints

• Initial Complaint

  08/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I paid $80.00 extra to Build a Head to have the product delivered within 2 days to ensure it was there for a specific birthday party. It came three days late, with no acknowledgment and no refund. I have contacted the company (the shipping was part of the order). I paid for a six foot tall product and received a four foot one. Again, no acknowledgment, no refund.Life-Size Cutout (Choose Size: 6 Foot (72"x40"), Digital Proof: No, Custom Message on the Back: No, Custom Text: What message do you want to add?, Touch Up: No, Touch Up Text: What would you like us to touch up?, Upload your photo!: 1BC7AEF8-DD08-4BFD-A1A5-ACEBFDE003C4.jpeg)SUCUS-BAH-721$99.99 USD$99.99 USD Life-Size Cutout (Choose Size: 3 Foot (36"x24"), Digital Proof: No, Custom Message on the Back: No, Custom Text: What message do you want to add?, Touch Up: No, Touch Up Text: What would you like us to touch up?, Upload your photo!: 9907983C-E0D3-4A86-A2BA-A6D709D585FE.jpeg)SUCUS-BAH-361$49.99 USD$49.99 USD Subtotal:$149.98 USD Shipping:$80.99 USD Tax:$0.00 USD Grand total:$230.97 USD Payment method::Credit Card Build a Head ******************************** Build a Head is powered by BigCommerce. Launch your own store for free with BigCommerce.Reply, Reply All or Forward

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I made a purchase from this website January 30th. I paid for shipping that guaranteed my item by February 14th at the latest. I hd an event on February 18th which is why I double checked with the company that it would be there on time.February 14th came and went. I tracked my item item daily through th tracking provided. It was being shipped with fed ex. From February 10th it has said your item is out for delivery and will be delivered by the end of the day. It has said it this ever since. The event that I specifically ordered this item for is now over so this item is useless to me. To this day I still have received nothing. I have contacted the company several times and every time I am told oh we checked your tracking and its out for delivery. I explain the situation and that it was not out for delivery. I am told every time that they do not do refunds as all of the orders are custom. I explained that I paid $200 for a service that I never received so I need to be refunded. Time and time again I am told that they refused to refund me. Finally they refunded me $15.77 for my shipping. They refuse to refund me the remaining $204.56 I paid for my order. I made a review stating my experience and it was removed theee times. To this day they refuse to do anything or even respond to me now.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered a full basketball teams worth of Big Heads which are supposed to be 18" tall by 12" wide. Understanding that all heads are different, one of those dimensions could be off slowly. However not a single one was 18" tall or 12" wide. They were all over the place in sizes. I reached out to work on an amicable solution and basically told they are all custom and they don't provide refunds. They would not answer how neither size of 12" or 18" was represented in any of the cutouts. Disappointed is an understatement in how this company does not provide a product they explicitly take money for or in their customer service.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased wrapping paper on Nov 18 from this company. I received this product on November 23 and upon opening it, saw the picture had been altered. I immediately emailed the company and was told a replacement would be sent. On Dec 12 I still had not received the replacement (which I no longer needed) and asked for a refund. The company continues to deny me a refund even though they altered the image and did not send me the replacement. All I want is my money back. It was $31.47 and order number *****. I can also provide email correspondence as well.

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have contacted the company several times for a refund because the "Build a Head" I received had streaks vertically down the face due to a printer issue. *********** will not give a refund. They want to reprint the items, but the event passed. (We paid for quick shipping because we needed it by the event date.) *********** states they will reprint, but will not refund. A reprint is not necessary because I no longer need the items. I have sent images showing the issue made by their printer. They claim it is a image quality issue, but it clearly is not because the area with the lines/streaks is a 1-1.5 inch wide line vertically throughout the face. If it were a image quality issue, it would be throughout the entire face. On their website, it states, "Generally, refunds are only available in specific circumstances." and "If you would like to request a refund, please tell us more about your order including why you would like a refund." Therefore, I had several emails with the company and they will not refund. I feel they should because it was their printer that made streaks down the faces and the event passed, so a reprint was not an option.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered 4 sports build a heads for football season. The 1st order sent was a bad print. They sent a reprint that was far worse than the original. Ears are cut off, coloring is off and the faces are blurry. I've reached out several times for a refund and they keep telling me that they will reprint. Football season is OVER, the heads can't be used due to poor quality on both shipments. Why would I want them to reprint a 3rd time when they couldn't get it right TWICE?!!Date of original purchase 9/2/22

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I spent $110 on a 5 foot tall life size cardboard cutout for my daughter. When the item arrived it was 3 feet tall if that. When I reached out to ask for a refund on this as it was in no way what I ordered I received the following. *********************,So sorry to hear you were not satisfied with your image.As stated on our site, the dimensions listed are the *** printable area. The final cutout size may vary based on the width of the cutout subject.Because all of our products are personalized, all sales are final.If your product is defective and or damaged, we will be happy to issue to provide you with a refund.In this case im unable to issue you a refund.I would understand if it was off by a few inches, but to sell a product size that they are unable to produce and then say they can not refund is unjust. I am looking for a full refund along with my shipping fees if any.*******************************

• Initial Complaint

  06/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an Order on June 9th for 3 Big head cutouts for a total of $19.99. I paid an additional $100.99 for overnight delivery to be delivered by Friday, June 10th. The package did not arrive until Monday June 13th. I attempted tp contact the company by phone on Saturday morning to cancel the Order because I needed it that day, but there is no way to get anyone on the phone. The only way to contact them is via email. I sent an email and received the following response:Upon checking your Order #*******, this was shipped using the Overnight Shipping. Just a note, selecting the digital proof option may delay your delivery date by 1-2 business days. Guaranteed shipping does not apply if digital proof was purchased. Here's your ***** Tracking Number: ************. Please let us know if you need anything else.Thanks!***** Build a Head When placing my order, nowhere was I warned or told that by selecting the digital proof option, the delivery may be delayed 1-2 business days. My Order confirmation specifically states "Overnight delivery by Friday June 10th". I would never have placed the Order if I didn't feel confident that the items would be delivered on time. I would never have paid $100 for shipping. At the very least, I would like a refund of $100.99 for the shipping cost.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a life-size cardboard cut out from this business on May 30th, 2022. Upon check out there were multiple options for shipping, with the option I selected marked guaranteed delivery by June 2, 2022. There was a hefty charge to do so ($79.99). My order did not arrive by the guaranteed delivery date. It arrived at the June 3, 2022 at 8:31 PM. Their website indicates that they will refund the cost of shipping for buyers to purchase guaranteed shipping methods and did not receive their order on the guaranteed date. For some reason not known to me, I am not eligible to receive a refund. I did email their customer service, and was told that the guarantee did not account for their turnaround time. This is false advertising, as I expected the item to be delivered on June 2nd, as guaranteed. They as a business should take their turnaround time into account prior to guaranteeing a delivery window that they cant accommodate.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had placed an order for some big head cutouts in April which I needed for the 26th. Upon checking on the status of the shipment I was told by the shipping company that the label was created but there was no pick up scheduled. I was chatting with someone from the company and I had told them that if I was not going to receive them on time then I no longer wanted them. I then received an email stating my items were delivered on the 26th in the afternoon but I never received anything. I submitted 2 refund request per instructed by the company and have been continuously given the runaround and no response by the company after numerous email requesting status. Ive tried calling the company and every option directs you to email them.

*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. ↩