Complaints

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/13/2024 Purchase issue caused by their mobile checkout bugging out and prevent mobile code from being enter while using gpay ******* pay) / paypal.Put order in at 1:23PM ask for cancellation of purchase 1:27PM by email since their phone number is NOT valid and says the mail box has not been set up. Ask them to cancel purchase.Hello Friend, The 5% fee is only when refunding to the original method of payment, it is taken out at the time of processing and is for the credit card processing fees. We can avoid the 5% in credit card processing fees by refunding you to a gift card for in store credit that is available immediately in your email address. There are no fees associated with the gift card refund. Please let me know how you would like to proceed.Thank You,USA Gundam Support Team USAGundamStore.com _______________________________4:56PM @ same day* I end the email chain responding: Yes, please proceed.___________Fast forward they still 3 days later they still have NOT stopped the order and still have NOT issued a refund or hold the item for cancellation. 3 DAYS LATER..... 3 DAYS LATER _________Hi, Can you clarify your selected option you would like to proceed with for cancellation? (this is their response 3 DAYS LATER by a DIFFERENT customer service rep * SO NOTHING WAS DONE)So then when this person finally cancels my product they already decided to ship the product anyways still charging me my full sum but were able to cancel ONLY a pre*order that LITERALLY can't ship. I agreed to their 5% fee TERMS ALREADY, now I want full amount back including the processing fee for mental anguish and suffering caused by this. I already return to sender their item that SHOULD not have left in the first place.Trying to steal 5% from your customers and then blame it on them on top of that is disgusting.

  

  Business response

  09/19/2024

  Hi, 

  At this time our website is not experiencing any issues with apply discount codes to your order at checkout. It was also not experiencing any issues at the time of your purchase. We understand mistakes happen during checkout and can always assist when contacted.

  Our phone number is also working without issue. We have a voicemail box set up and receive calls and messages daily. Please confirm you are dialing the correct number as located on our website. We answer all calls and email Monday - Friday from 9am-4pm EST. 

  In your communication you continued to ask for cancellation options and never confirmed the option of cancellation you wanted for your order. On your order you paid for the split shipping option, which priorities your in stock items to ship immediately. Since you responded Friday after business hours to one of our clarification emails, as you had still not selected a cancellation option, we responded the very next business day, Monday. Once you had clarified you wish for a cancellation to the original form of payment a refund to the original purchase as issued for all items not yet processed within your order.

  We have attached communication of our attempts to assist you, as well as a copy of the refund notification for your items available for cancellation at the time of your cancellation selection. 

  We have already offered you a full refund on the items you have received. If you no longer wish to receive them you are welcome to return them to us. Once you have returned the items a refund will be issued. We would be unable to issue a return on items received and not returned. 

  Customer response

  09/19/2024

   
  Complaint: 22305569
  
  I am rejecting this response because: I have told you about the problem using your express check out not allowing promotional information to be entered.

  Here proof of *********** website cart. No area to put in promo

  When you click on ****** pay still no area to put in promo and then it skips shipping / checkout confirmation and places order

   

  Last photo includes your mobile website cart with no where to put in promo before express check out.

  Like I said in my email you attached PLEASE do this yourself on a "phone" do see this problem does exist.

   

  Your phone is ************** 

  Listed on ****** reviews and Facebook

  Says mailbox was not set up and rejects my call as of 9/13/2024 & 9/16

  
  Sincerely,
  
  ***************************************

   

   

  

  Business response

  09/19/2024

  We have tested both our checkout system as well as out phone and currently have no issues with either. I have attached screenshots of our website where promotional codes, discount codes, and gift cards can be entered and applied. You can enter your discount code prior to selecting an Express checkout option. If you are experiencing any additional issues using a third party payment method or checkout service, we recommend to contact them directly for assistance. We can not assist with third party payment sites or services. 

  Customer response

  09/19/2024

   
  Complaint: 22305569
  
  I am rejecting this response because: there is no section to put in promotion code. When clicking g pay it skips what you have screenshotted that allows you to put in promotion code.
  

  2ND screenshot is of my order I put in during SAME sale but the way you have shown. I attached proof of order number too. To show I am not lying and I stand affirm by my statement.

  I Have supported your business many times with bunch of purchases. Feels like I am getting accused on your side for defrauding which I am not.

   

  
  Sincerely,
  
  ***************************************

  Customer response

  09/19/2024

  This is my 2nd order same day put in

   Arrived ??perfect.

  I have rejected the first order package back to sender through **** as refund should have been $221.39 not some partial amount. Of $22. 

  Does USAGUNDAMSTORE have procedure to halt orders from shipping when a cancelation is put in the same day of the order? Because I put my support email 4 minutes after putting in order 1PM during business hours.

  2nd photo is attached of refused order given back to ****.

  Customer response

  09/19/2024

  Attached is email timestamp and your own website time stamp from my email to you.

  We both have this information so it can't be fabricated

  So if you can explain how this order was processed and not stopped from shipping.

  Customer response

  09/19/2024

  Date Sent: 9/19/2024 1:06:17 PM
  

  Attached is email timestamp and your own website time stamp from my email to you.

  We both have this information so it can't be fabricated

  So if you can explain how this order was processed and not stopped from shipping.

  

  Business response

  09/19/2024

  As explained previously, In your communication you continued to ask for cancellation options and never confirmed the option of cancellation you wanted for your order. On your order you paid for the split shipping option, which priorities your in stock items to ship immediately. Since you responded Friday after business hours to one of our clarification emails, as you had still not selected a cancellation option, we responded the very next business day, Monday. Once you had clarified you wish for a cancellation to the original form of payment a refund to the original purchase as issued for all items not yet processed within your order. The remaining items had already been processed by the time you confirmed you wanted to cancel the order back to the original form of payment. The remaining items were cancelled at your request at that time. 

  As stated on our site, once an order has processed we are unable to cancel it. However, you can return those items for a full refund within 30 days. This was the option provided to you. 

  Customer response

  09/19/2024

  Attached is tracking number.

  Hopefully this refund is done in post-haste as I would like to remind USAGUNDAM took 3 days to respond. And then blame me for being too slow to answer. The record shows in the email.

  Thank you for your time, and thanks for valuing your long time customers and making this right.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a pre-order for $389.95 at ********************************** on 1/9/2024. It's for a product that was estimated to deliver in the first quarter this year. Fast forward to June, the order never delivered. When I contacted their customer support and I was told it would be delivered in the second quarter. Now we are in July and I noticed on their site they have moved the delivery date to third quarter. I don't feel comfortable with them holding my money and keep on pushing back the delivery date so I asked for a full refund via PayPal, which was my payment method. Seller has since deleted my account on their site, preventing me from accessing my order, and refused to communicate or issue the refund.

  

  Business response

  07/11/2024

  Hi, 

  We are unable to delete accounts containing orders within the Shopify system, which our network uses. This customers account was never deleted or modified as they claim.

  They have not reached out to our support team or us directly for assistance. Currently, our fraud team is assisting with a Paypal claim the customer opened. This claim is being processed by the third party payment network, Paypal. We are unable to expedite their claim/refund process. Had the customer reached out to us directly prior to opening and starting the claim process with his payment institution we could have assisted with cancellation directly. However, once a Paypal claim is opened it is resolved through Paypal and subject to the Paypal claim process timeline and procedures. 

  

  Business response

  07/11/2024

  Attached is also a copy of the customers order as it exists in our system, showing no deletion of information. Also attached is proof of the claim with Paypal which is currently being processed by this third party. With their own provided resolution estimated as: July 26, 2024. It shows the date the claim was opened and escalation by the customer at 24 hours upon opening. 

  Customer response

  07/18/2024

   
  Complaint: 21969141
  
  I am rejecting this response because:

  I am still unable to log into their site using my account and password, meaning they haven't done anything to correct their mistakes.

  PayPal has closed the case in my favor, refunding the payment no thanks to the seller. The seller held my money for 6+ months and didn't even issue an apology while banning my account trying to shut me up, which is entirely unacceptable.

  Sincerely,
  
  ***********************

  

  Business response

  07/22/2024

  Hi, 
  This preorder was cancelled at the behalf of the purchaser, as they no longer wished to wait on the arrival of their preorder. The claim process was started by the customer via Paypal. We provided all information to Paypal and the claim was closed. The customer never contacted our support team for assistance with or to request cancellation on this order. We were not provided the chance to assist with the cancellation. Once again, please see previous attached to see the customer's account status which has not been modified. Accounts can not be removed from Shopify once an order is attached. Even if this could be done, this would in no way "silence" a customer, as we offer out support email as well as other social media outlets for communication. As stated on Paypal, in the future, please contact our support team for assistance with cancellation as this is a faster method of assistance. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a model kit from this vendor. The item was incomplete and unable to return it or receive a refund. The package comes in shrink wrap and unable to tell if the kit will be complete or not. The stores policy is that once the package is open you cannot return it or receive a refund. The package is airtight sealed and no way to tell if the contents will be complete or not without opening it.

  

  Business response

  06/18/2024

  Hi,

  Opened and partially assembled models/figures are not eligible for return. For more information regarding our return policies and details you can see our website page here:
  ***************************************************

  We are able to accept returns for up to 30 days on unopened or unassembled items. 

  Customer response

  06/18/2024

   
  Complaint: 21861063
  
  I am rejecting this response because:

  The policy is very generalized and flexible which the company will always benefit from. Not only does it sound like a monopoly but it feels unfair leaving it to the consumer to inspect quality and contents of the products youre selling because they cannot be trusted. In our case it feels like I bought a lemon car, not everything that was as expected by missing pieces.

   

  
  Sincerely,
  
  ***************************

  

  Business response

  06/18/2024

  Hi, 

  All of our items are shipped in new, sealed condition directly from the manufacture. Due to the nature of model kits and their assembly requirements we do not accept returns once the item has been opened or assembly has begun. Our return policy is posted in detail on our site to avoid confusion from consumers. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #****** They have a price match guarantee on their website claiming to match competitors prices. I order the item list March as it states it will be here by 4th quarter on 2023. I still do not have the item. It was a gift for the holidays for my wife, which ended up costing me more since I had to buy her another present. When ever I messaged to inquire, I got a generic message back. I also sent them a request to price match the as I found the item cheaper else where and keep making excuses why they can't citing things that are not part of their advertised price match guarantee online. I feel like it was more of a bait and switch tactic to get more customers. I placed the order 3/20/23 and I still do not have the item. Mean while, shops in my area already had the item since November and constantly having them in stock.They also declined to price match their own website price. I used a discount code to purchase the item originally. However, during the holidays, the price for the item dropped from $64.99 to $59.99. They said they can't price match it since I applied a discount code to my purchase. But at the end time, the were offering discount codes for the same item on top of their advertised price during the time.

  

  Business response

  01/17/2024

  Hi ***,

  I can try to explain this in greater detail for you in hopes this can better show your cost break down and what you paid. You ordered the Spy x Family ********************* **** (You Made My Day) Figure at $59.99. You then used an additional 10% off this price. As you paid the current selling price (plus additional discount) there is no price match necessary on your order. ***** review your order confirmation that was provide upon completion of your order to review this break down as well. I will also attach this break down below for further review. There is no price match necessary as you received the lowest cost for this item PLUS an additional 10%. You also purchased an additional item for $9.99, which also is part of your total. Please be aware the total $78.85 reflects BOTH items. Thank you. 

  Customer response

  01/17/2024

   
  Complaint: 21157141
  
  I am rejecting this response because: I have submitted them proof that I have found the item cheaper at a different website but they started making me do through loop holes of why they cannot abide by their own policy. They have also started requesting information that was not originally part of the information that is on their website. And it's been cost to 10 months and I'm still waiting for the item. They do not even provide a reason for the delay. They just kept pushing the shipment date to a later time frame. Also, why is the item available on so many locations near me since November and they have not once included the reason why their shipment is delayed. I would be more understanding if they were more transparent with their customers instead of making them go through hoops and not assist them after. I have purchased several items from them before and they normally have great service so I'm not sure what happened. 
  
  Sincerely,
  
  Jeo Nebrejo

  Customer response

  01/17/2024

  I would also prefer to fully communicate through here versus the directly with the business as I'm not getting anywhere by discussing this with them directly.  They also need to better clarify their website and how they conduct their policies. I'm not even asking for free items or free shipping. I'm simply asking for them to update their guarantee on their website, price match the item, and a sincere apology. I don't need an extra discount, nor do I want anything for free. That is not my intent. I really think it's bad service when their website does not include all information, make the customer go through hoops, item is very late, and without a good reason. A simple "We apologize for the wait, the shipping is delayed due to (reason)." 

  Customer response

  01/17/2024

  Instead of discussing this further, the business then decided to cancel the whole order instead. So now, not only did I wait 10 months for the item, which was originally a Christmas present for my, the moment I notified them to respond to the Better Business Beaurou claim, they decided to cancel my entire order instead. That is not appropriate at all, not is it acceptable. There is no accountability here. 

  

  Business response

  01/17/2024

  The Price match requested with the other seller was once again more expensive than the price point paid with our website. Included is the screenshot of the price match which was submitted. This would bring the cost of the item to: $86.00 as this was an international website and would have higher shipping costs for our same shipping domestic services. Outlined on our price match page are more details regarding the requirement for shipping and taxes to be included with the totals, as we understand shipping varies internationally. Also attached is a screenshot of our price match page detailing our requirements and how to claim. These were not "hoops" not outlined in our policy but overlooked when the price match was submitted, much like the original price paid was thought to be $64.99 when in actuality the lower cost of $59.99 was the original purchased price plus discount. 

  This item is a preorder item which outlined in our preorder policy can receive delays. At this time this figure has received a delay from the original December 2023 arrival estimate to Quarter 1 (January - March). This delay meaning it could extend to up to 3 months. We understand delays can be frustrating and as stated in our policies can offer to cancel and order at any time should you no longer wish to wait on the arrival of your preorder. We have updated this item to our delayed list as well as the item page to detail this delay. All details regarding this item and the delay have been provided to the customer. While we understand the customer is requesting additional details regarding a reason for delay, these are not always provided by the manufactures or distributors to us. We have, however, provided all additional updates and details available for this item at this time. As we were unable to answer and assist this customer further through email and know their requested information being unavailable caused additional frustrations to the customer we have issued a full refund for this order. Attached is also the information regarding the refund. 

  Customer response

  01/17/2024

  Not sure why the weren't informing they customers why there a very long delay. I also got the merchandise closer to my home with a cheaper sale price. For sure even then, they still would not be price matching it since they'll problem come up with another reason why they can't. 

  

  Business response

  01/18/2024

  Date Sent: 1/17/2024 5:26:51 PM
  

  The Price match requested with the other seller was once again more expensive than the price point paid with our website. Included is the screenshot of the price match which was submitted. This would bring the cost of the item to: $86.00 as this was an international website and would have higher shipping costs for our same shipping domestic services. Outlined on our price match page are more details regarding the requirement for shipping and taxes to be included with the totals, as we understand shipping varies internationally. Also attached is a screenshot of our price match page detailing our requirements and how to claim. These were not "hoops" not outlined in our policy but overlooked when the price match was submitted, much like the original price paid was thought to be $64.99 when in actuality the lower cost of $59.99 was the original purchased price plus discount. 

  This item is a preorder item which outlined in our preorder policy can receive delays. At this time this figure has received a delay from the original December 2023 arrival estimate to Quarter 1 (January - March). This delay meaning it could extend to up to 3 months. We understand delays can be frustrating and as stated in our policies can offer to cancel and order at any time should you no longer wish to wait on the arrival of your preorder. We have updated this item to our delayed list as well as the item page to detail this delay. All details regarding this item and the delay have been provided to the customer. While we understand the customer is requesting additional details regarding a reason for delay, these are not always provided by the manufactures or distributors to us. We have, however, provided all additional updates and details available for this item at this time. As we were unable to answer and assist this customer further through email and know their requested information being unavailable caused additional frustrations to the customer we have issued a full refund for this order. Attached is also the information regarding the refund. 

  Customer response

  01/18/2024

   
  Complaint: 21157141
  
  I am rejecting this response because: The website guarantee does no state that they will also need to price match the shipping. I was trying to price match the the item. The shipping is up to me on how I want to receive the item. Their website needs to clearly state that they will also have to price match the shipping as well. Also, so the items in the cart as I was told by their email that I attached a copy to. Price match is for item, not the shipping. Otherwise, it should've been clearer on their website. This feels like a bate and switch tactic. Because they want the customer to purchase first, then submit a price match request. 
  
  Sincerely,
  
  *********************

  Customer response

  01/18/2024

  As far as the business goes, the need to revisit their policies and have better customer support. They also need to disclose their policies clearly to for better understanding of they customers. They also need to better inform their customers reason for the delay of packages. I found the item closer to me and was advised they've had plenty in stock since Oct of 2023 without shortage. This is also the same response from several businesses near me. Transparency and clear statement of policy is very important. 

  As far as this goes, I do not want anything further to do with the business. I have purchased several items from them in the past without problem. I've even purchased items from them that I had access to in my area since I liked the quality of their products and variety.  However, after this last encounter, I was very disappointed and I will not be returning as a customer. If anyone asks me as well, regretfully I will have to fully let them know of my experience. 

   

  Thank you

  Customer response

  01/22/2024

  Date Sent: 1/18/2024 4:13:36 PM
  

  As far as the business goes, the need to revisit their policies and have better customer support. They also need to disclose their policies clearly to for better understanding of they customers. They also need to better inform their customers reason for the delay of packages. I found the item closer to me and was advised they've had plenty in stock since Oct of 2023 without shortage. This is also the same response from several businesses near me. Transparency and clear statement of policy is very important. 

  As far as this goes, I do not want anything further to do with the business. I have purchased several items from them in the past without problem. I've even purchased items from them that I had access to in my area since I liked the quality of their products and variety.  However, after this last encounter, I was very disappointed and I will not be returning as a customer. If anyone asks me as well, regretfully I will have to fully let them know of my experience. 

   

  Thank you

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order was placed with advertised 2 to 3 days process time. After a week I reached out to find out what the delay was only for them to cancel the order and supposedly "refund" my payment. No refund has happened and this company needs to apologize for the false advertising as well as the incredibly rude way they have treated me. This was fraud and nothing else. They took my money and have had it for a week prior to this behavior.

  

  Business response

  01/11/2024

  Customer contacted us on regarding their order as our processing time is advertised on our site as "Typically 2-3 business days." We sent him a follow up email on day 4 to let him know that his order was running behind our typical processing time due to high demand, but his order was and would process within the next ***** hours. However, he stated he did not agree to this and demanded a refund. The cancellation and refund was made promptly at the time of this response. Included and attached are his rather aggressively worded emails regarding his order's cancellation as well as our response to his request to prove transparency and professionalism. Attached is also the refund time stamp showing he was refunded upon the receiving of his request to do so. Time stamps for response can be found on email 2. I have also included a copy of our complete shipping policy as referenced by the customer and found on our website.

  Additional order details:

   Order Placed January 2, 2024 at 7:57 pm (after hours) began processing January 3rd the following business day. Contact was made to cancel the order on January 8th, business day number 4. Cancellation of order was made at  2:22 PM January 8th at the time of this request.

  Customer response

  01/11/2024

   
  Complaint: 21116306
  
  I am rejecting this response because:
     As can be seen clearly in the email there are 2 glaring facts. 1: I ordered on the 2nd, they sent an email for me to wait another 2 days to process on the 8th. This is NOT 4 days as they stated, it is 6. 2: As you can clearly see in the email there is nowhere that I demanded a refund. I demanded that they stop delaying the order yet they chose to cancel the order. This is ENTIRELY on them. Their website CLEARLY states 2 to 3 business days to process an order, they wated 6 days to tell me of the delay, which they should have informed me of right away. This company has lied to me about a sale, lied to me about my purchase of the items, they took my money and held onto it for more than a week, and they are telling lies about me demanding a refund. What I stated was that I would report them for fraud. And as of today, fraud is exactly what they have done.
  Sincerely,
  
  ***************************************

• Initial Complaint

  05/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Pre Order for a model kit that has yet to be filled despite being told it would be first wave release and said wave appears to be gone. So did not get what I ordered, constantly being told they are arriving for the last 3 months with no actual arrival. Company is overly eager to get me to cancel said pre order as well since I've made mention of this in customer support. Order number is ****** and was placed May 21st, 2022

  

  Business response

  05/04/2023

  Hi ******, 

  I see your order #****** does contain a preorder which has yet to arrive. We never like to see delays, but know they can happen whether it's due to the manufacture or distributor of items. Now especially more than ever as the world still resumes a level of normalcy with International shipments. We understand delays can be frustrating and have been providing all available updates as they become available. At this time your order is still set to fulfill once your preorder item arrives. If at any time you wish to no longer wait on your arrival you are welcome to cancel the order, as was offered. Otherwise, upon arrival your order will be processed and shipped. Thank you for your patience. 

  

  Business response

  05/08/2023

  All preorders are fulfilled in the order they are placed. This item is still in preorder status as the complete contents of the first wave had not arrived. I am showing through email communication this process was explained as well as via our website listing. Your preorder item had yet to arrive, I am glad our support team was able to assist as I am showing your order now fulfilled. 

  Customer response

  05/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order mid December 2022. It was shipped December 20th and was supposedly delivered December 28. The photo that was inclosed doesnt even look like my house.However I never received it. When I contacted the store they told me that they would have to file a compliant with *** ** and kept blaming *** **. Fast forward to now Febuary 24, 2023. I still dont have my items and they are still giving me the run around. I have sent multiple emails and made multiple phone calls within the last two months. All I want is my items or a refund.

  

  Business response

  02/24/2023

  I see your order was processed and shipped. Tracking for your order was: ************ (*****). Currently ***** is showing this package properly delivered to the address provided. This order was shipped on December 20 and shows delivered on December 28. We do see a claim was entered on your behalf with *****, but this claim is still under further investigation by ***** (case #********) as currently they are showing it properly delivered. We are unable to issue a refund or replacement for packages which show properly delivered by the carrier. If you believe this package was stolen, we would recommend to reach out to your local authorities to report package theft. We are not liable for packages stolen after showing properly delivered. 

  Customer response

  03/01/2023

  
  ********** ********
  
  I am rejecting this response because:
  I have enclose pictures of my home. The first is of the front porch and the second is of my porch, the side porch (door) where the packages were "supposedly delivered" . If you look at the picture you can obviously see the address on the front door. The color of the building is obviosly different then the picture I was provided from the store.

  Sincerely,
  
  Melissa *********

  

  Business response

  03/21/2023

  I see your order was processed and shipped. Tracking for your order was: ************ (*****). Currently ***** is showing this package properly delivered to the address provided. This order was shipped on December 20 and shows delivered on December 28. We do see a claim was entered on your behalf with *****, but this claim is still under further investigation by ***** (case #********) as currently they are showing it properly delivered. We are unable to issue a refund or replacement for packages which show properly delivered by the carrier. If you believe this package was stolen, we would recommend to reach out to your local authorities to report package theft. We are not liable for packages stolen after showing properly delivered. 

  Customer response

  03/22/2023

  
  ********** ********
  
  

  I am rejecting this response because:

  The company literally wrote the EXACT same response back. 

  If you looked at the pictures that I sent last time you would see that it is clearly NOT the same house. 

   

  
  Sincerely,
  
  Melissa *********

  

  Business response

  03/28/2023

  Attached are the service documentation for proof of delivery as well as the shipment label as attached to the box. This label contains the same information as provided during checkout. I have also provided a screen shot of the address as it was provided during checkout. At this time ***** is showing the package properly delivered to this address. I have also attached this information as well. We have previously provided all of this documentation to the customer via support. 

  Customer response

  03/30/2023

  
  ********** ********
  
  I am rejecting this response because:

  If you look at the addresses on the order form and the shipping address then you will see that they are not the same. When I placed the order I wrote *** **** *** ******. The shipping label says *** * ** Clearly they are NOT the same. 

  
  Sincerely,
  
  Melissa *********

   

  

  Business response

  03/30/2023

  Provided is a copy of the label as well as the address provided during checkout. The package was shipped to the address that was provided during checkout. We made no changes to the information provided to us. Both the label and the address provided match. If the incorrect information was provided during checkout we are unable to assist with changing and modifying the address after the order has processed and been delivered over 90 days. We are able to assist with address changes any time after the order is placed and prior to fulfillment. We understand mistakes may happen when inputting an address or autofill may select incorrect information on your behalf. We always recommend confirming the address prior to submitting checkout as well as on the order confirmation email supplied after purchase. If you do notice any discrepancies we are able to address them as soon as they are brought to our attention and during the fulfillment window. 

  Customer response

  03/31/2023

  
  ********** ********
  
  I am rejecting this response because: The address on the order form is correct. The other address on the package label is inncorrect. 

  I gave you the address on the order. I didnt put the package label together so therefore I dont have anything to do with the making of the label. 

  As for the 90 day after delivery nonsense. I am just now seeing the order and delivery label so how would I be able to know that someone on your end messed uo the label. 

  I gave you the correct address info. 

  
  
  Sincerely,
  
  Melissa *********

  

  Business response

  04/03/2023

  Please see the label and address provided as they are one and the same. Thank you. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I preordered an item from this place on January 5, 2022, order number ******. It is now January 2023. Preorder date kept on being delayed, WITHOUT, notice. Due to no notice, a long time has passed. I requested a refund from the company, and they attempted to send the refund via original payment method. For me, ******. Again, no notice, so a YEAR, has passed since initial order date. ****** cannot process the refund. I contacted ****** and USA GUNDAM, both separately and together. I even had them on a call TOGETHER. ****** informed them that all they needed to do was provide verification to their account, yet the worker could not provide. ****** informed them that they needed to revolve this issue, and simply just send me the money. The guy reassured them that he would reach out to his “accounting” department. They keep telling me to reach out to ******, even after on the three-way phone call, they verified that ****** can step out. I called back after no response, and another customer service representative said there is no accounting department. Small business, and they can’t even simply send me my refund. They keep telling me to reach out to ******, when I literally had a call with BOTH parties on the phone. Offered me store credit. Why would I want to buy from this company again? The claimed there was just simply no way, for them to send me my refund. I didn’t get the item, and I didn’t get the refund. I would totally understand their policy, if it was my FAULT. How is this my fault? If it was my fault, I would cut my losses and take the store credit. Yet they sent it to me anyways, other than a refund. Why would I buy anything else from this company, using the store credit, and why would I send anyone else to this company?

  

  Business response

  01/20/2023

  Preorder item was requested to be cancelled due to arrival delay. Request was fulfilled, order was cancelled at customers request. Multiple refund attempts were made for this order at the time of cancellation as well as follow up the same day by customer. The refunds were declined by the original method of Payment, ******. As stated in our policies when the original payment is no longer available the refund is issued in the form of store credit. We had recommended to contact ****** for assistance to why the refund was refused and could reattempt the refund when the issue was resolved. We are unable to resolve the refund refusal on the customers behalf. If the refund can not be processed to ******, it is refunded in the form of store credit as per our policies. Included is a copy of this policy as found on under the refund portion of our policy page, proof of multiple refund attempts to the original form of payment, as well as proof of full credit value provided for the cancelled order in the form of store credit. 

  

  Business response

  01/25/2023

  Refund attempts were made regarding the original transaction (evidence above). Customer has requested we send money through alternate means, this also with ****** (Through their friends and family option). We are unable to do this. As ****** has refused the refund, as provided in previous evidence, a refund to store credit was issued. This is in accordance to our refund policy, as also provided above, and found on our website. We are unable to resolve any issues with the customers account with ****** and their refusal of the refund. We have let them know that should this be resolved with ****** we can attempt the refund again at any time.

  Customers last point of contact was Via phone on Friday 1/20. Customer asked for the owner who was unavailable but a message was left with them regarding the situation for them to address upon their return. A return call is typically made on the following business day when the requested associate is available. 

  Customer response

  01/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I accept this response, because the issue was resolved with the CEO of the company. I appreciate the CEO’s effort, however to whoever is replying for the BBB, extremely unprofessional. ****** did not “refuse a refund”. The order took so long that ******’s system could not process it, but however it could be overwritten if associate of USA Gundam could verify the ****** account, again through the three way call we had. Unfortunately, associate could not. There is no issue with my account or ******. Whoever replied to the BBB claim, claims that “customer asked for the owner who was unavailable but a message was left”. Not too sure this is true, that a message was left at all because the owner said he reads all BBB claims, indicating this is how he found out. He also said to us, along the lines of “I’m not sure why they didn’t just say something to me”, after asking me who I spoke to from customer service. I spoke to a guy and girl, and knowing this is a small company, I think that is their entire customer service department team. We’ve spoken with the girl several times. She is the one that told me, to contact ******, ****** told me that they just need someone from the company to call them. I relayed the message to her and she said calling them would do nothing. I call ****** back and they are actually the ones that suggest for us to do a three way call. Seems the company is trying to paint a different picture. Also, maybe don’t take people’s money, before it is actually shipped to avoid more issues like this in the future. I saw someone else filed a BBB claim similar to my situation. I have preordered from many companies that don’t process the transaction until after shipping. I did not have a second thought about my the order being processed immediately, because this is a well known and respected company. Regardless, thank you for resolving my issue. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the an MGEX Strike Freedom on June 28, 2022 for $203. Seller didn't update me that there was a delay on my order (supposed to be delivered Q4 of 2022). I requested for a full refund so I can get the item locally or from other retailers but they refused and wanted me to pay 5% for cancellation fee. I don't want to pay any fees, they still don't have the item on hand and they don't know when they'll be able to ship my order. I've emailed them but now they just ignore my email and I didn't get a reply. I've waited long enough for my order. I just want to get a full refund.

  

  Business response

  01/10/2023

  This order was cancelled and a full refund previous offered and accepted. This order is no longer open as it was cancelled at the customers request. This model was delayed by one month and the item updated to reflect the new estimate.
  *** **************** *************

  Customer response

  01/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I PURCHASED ITEMS ON JULY 4, 2021 - PRE-SALE -, ORDER ******* WHICH ARRIVED ON AUG 15, 2022. SOME OF THE ITEMS DID NOT ARRIVE, I CONTACTED THEM TO LET THEM KNOW AND THEY CONFIRMED THIS, AND SAID THEY WOULD SEND ME THE ADJUSTMENT. THE REASON FOR THE DISPUTE IS THAT I WAS TOLD THAT I WILL BE REFUNDED IN THE AMOUNT OF $140.98 FOR THE MISSING PARTS. I AM WAITING FOR MONTHS AND THEY HAVE YET TO GIVE ME A REFUND. THEY DON'T WANT TO SOLVE THE PROBLEM, THEY MAKE EXCUSES ALL THE TIME, BUT NOW THEY ARE IGNORING ME, AND THEY WON'T PICK UP THE PHONE.

  

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/09/22) */ Customer provided us the incorrect ****** information. Additional information was requested. A "friend" then called and demanded the refund sent another alternate way as a paper check. We received email confirmation the friend had called due to communication barriers. The owner was contacted regarding this request for a check opposed to ****** refund and a check was mailed to the name and address associated with the original order. Attached is one of the many email responses explaining this was being handled directly by the owner. We have also communicated this to the third party "friend" when called. Consumer Response /* (2000, 7, 2022/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The store send me a check to my adress!thanks

*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. ↩