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          Business Profile

          Magician Supplies

          Penguin Magic

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Magician Supplies.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            05/28/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Penguin Magic is, I believe, one of the largest retailers in the world of magic tricks, accessories, and related merchandise, doing business online as penguinmagic.com. In addition to selling new merchandise in their inventory, they often advertise what they call Open Box items for sale on their web site. The item is always advertised with the words, Open package, but good as new. I cannot find any other descriptions or disclaimers regarding their Open Box items. I ordered a magic trick from one of their Open Box sales, and it arrived missing some items that were critical in performing the trick as shown in the tutorial video. I notified Penguin via email, and they responded by asking me via email to send a photo of what was included in the package I received. I did so gladly. Then they responded via email which stated, Since this was an open box order, we cannot send a replacement. I apologize for the inconvenience. When I see Open Box, Open package, and good as new, I dont expect items to actually be missing. Those terms, to me, mean the quality of the product is just as good as a new product, but dont hint of missing items. Also, their return policy states, It's important to us that you have a great experience here at Penguin and the products you receive are exactly what you expected. If you feel that your product is not what you expected or aren't 100% happy with it, reach out and let us help! Drop us an email, give us a call, or chat with us. We will figure out a way to make things right. Again, missing items is not what I would expect, even with Open Box products. I asked them to tell me where on the web site there is a disclaimer about Open Box products not including all items. I have not heard back from them. Although I told them I am not looking for a refund or an exchange, I wanted to report this in hopes that they be required to add such a disclaimer in a visible place. Attached is a screenshot of a typical Open Box item.

          • Initial Complaint

            02/25/2024

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            On Feb 18, 2024 at 11:34 PST, I placed an order with Penguin Magic totaling $106.69. At the time the promotion was For a limited time, all orders over $100 get a brand new trick Card Sharps free.Upon checkout I received a different item in its place. I contacted customer support and also left a note in the order to include CARD SHARPS.On 2/20/24 @ 10:53am I received a response from ***** stating that AIRTIGHT is the promo item with $100 order, and a link for me to purchase AIRTIGHT.On 2/20/24 @ 1:51pm I replied to let him know that at the time of the order it was CARD SHARPS, and also included a screen shot that the website still displayed CARD SHARPS as the free item.***** proceeded to ignore my email.Two days later on 2/23/24 @ 3:23pm I inquired about an update in which ***** replied @ 8pm that there is no update and that AIRTIGHT was the promo.

            Business response

            03/13/2024

            We had changed our promotion of a free product to a new product but our website was still advertising the old one. Due to that we sent the customer a free unit of the one he had been advertised after his complaint.

          • Initial Complaint

            12/26/2022

            Complaint Type:
            Customer Service Issues
            Status:
            Answered
            Request that some one at the executive offices for customer service contact me via phone only ************ ask for ***

          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. ↩

          BBB Rating & Accreditation

          C

          This business is not BBB Accredited

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          Businesses in this category

          Years in Business: 18

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          3299 Monier Cir Ste A

          Rancho Cordova, CA 95742-6829

          Visit Website
          (800) 880-2592

          Customer Complaints Summary

          3 total complaints in the last 3 years.

          2 complaints closed in the last 12 months.

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