Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/05/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had originally placed 4 separate pre-orders that all together consisted of 7 Funko Pops ( collectible figures) with the understanding that the date on the website are estimated time frames for when they will ship out. It had been a year since I placed the order. I decided to cancel my orders, and sent an email June 2024 and store complied and canceled it. As a note, you can either opt in for full value store credit, or request a cash back refund minus a 25% restocking fee. I opted for a cash back refund minus the 25% restocking fee. The problem is getting my refund. They have been giving me the run around stating they're catching up on refunds and will get caught up by mid August. When it was mid-August I contacted them again. They stated they attempted to process my refund on ******* but it did not process. They said if they could get my ****** email so they could do it that way. Then they said it would take additional time as they had to reallocate funds for unexpected expenses. Since then, I have been trying to contact them via phone and email to which they will not respond. I'm owed $215.73.
Business response
01/30/2025
Good Morning,
We would need you to provide a ****** so we can properly refund your order. Thank you
Customer response
01/30/2025
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:I have already provided the business my ****** account ************************* to which they stated that I would be in queue and have to wait for my turn for a refund. Until they've sent me back the correct amount, I'm not willing to close this complaint.
Regards,
****** ********Initial Complaint
12/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Purchase good and store still continues to ignore my emails. Over a year and still have not received the any of the products purchased.Business response
01/16/2025
******,
We do apologize we will start fulfilling all your orders since almost all of it is in stock. We will live up to our commitment and we have had your orders set aside. Thank you again we have been extremely busy with our operation
Thank you for the patience
Initial Complaint
10/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed order on July 19th, 2023 for $139.97 for 6 Naruto Funko Pops. They never shipped, after a year of waiting on July 12th 2024 I was told they were not getting the items in and would be refunding me. They put my order as canceled in their system, but as of today October 11th 2024 have still sent no refund. On Aug 18, 2024 they claimed that my refund was in their queue, and when asked again on September 19th 2024 for an update did not reply.Business response
10/24/2024
Good Afternoon,
The best way is to get in contact to our resources below. I understand the frustration and they will provide an update with a resolution in the coming days. Here is those resources thank you so much for your inquiry here.
Email: *********************************
Phone Number: ************ Dial 1001 for Online Orders
Customer response
10/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
To this day I have still not gotten my refund. This is for Order ***** in amount $139.97. Per my complaint I have emailed and called them multiple times already, they have not replied to emails for the last 3 months now.
Regards,
****** *******Business response
11/04/2024
Good Morning,
My team is actively working on refund processing and shipping items in stock currently. This may be unsatisfactory to you, but we are doing our due diligence to ensure we give our customers their items or refunds if we cannot fulfill the items. There is a process and once again I do apologize. Thank you!
Initial Complaint
08/19/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchased the objects 7/19/23 and have not received anything. I've reached out via email, social media, phone calls, and I'm ignored. This is unethical business practices.Business response
09/16/2024
Good Morning,
I understand the frustration, but stating your opinion about unethical business practices does not help resolve any issues.
Can you please provide me with an order number here or via ***********************************************************?Thank You
Initial Complaint
08/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered goods in May of 2023, have not received anything, my first order they issued a store credit I don't even want, and the second order I have emails stating that they had everything to complete the order and ship it but haven't done so????? I want a refund for all my money including this order #***** I don't want credit with you I want the money back on my cardBusiness response
09/16/2024
****,
You opted in for a credit and that could not be reversed; however, I can see why the other refund didn't go through. Can you please email us at ********************************** so we can properly resolve this.
Regards,
First Form
Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I preordered a set of collectibles on Sept 14, 2023. It was said to be shipped in Fall 2023. Waited until Nov 2023 and sent message on their Discord channel, I was told that it would be shipped by end of 2023. Messaged them again on their Discord channel in January 2024, I was told it would be shipped by Spring 2024. They just keep pushing back the date. I have been sending messages since beginning May ********************************** Emailed them on May 15, and they replied that they still have not received the items from the supplier. When asked about the potential timeline on May 16, they stopped replying. I felt that more than 8 months of waiting was too long so I emailed them on June 6 for refund and they don't reply at all. Been trying to message them on Discord and also no replies. The product page on the website is still showing the product release Dec 2023. I have seen the collectibles that I ordered have been available everywhere in Nov 2023. I paid $109.99 CAD on Sept 14, 2023 but still have not received anything as of today June 7, 2024. And they have been ghosting me, not replying to message on their Discord channel nor replying to my email. I am not even sure if I can get my refund back. Even if I were able to get my refund, their refund policy will take away 25% as restocking fee. At this point I am just hoping to get whatever I can get back. My order number is #*****. I see that they have been active on Instagram and Discord but just not replying to my messages and emails.Business response
08/08/2024
Good Afternoon,
We just received most of these items in stock, so we will be working on your order in the next week or so. I have sent this over to my team to inform to fulfill this order. Thank you for your patience.
Customer response
08/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
After spending months trying to reach the business, sending many emails and messages, finally a response. But yet this response is the exact same response I received back in 2023 Dec. Typical response "We have received part of the order and will ship them soon". At this point, I want a refund. I dont want to wait anymore. Who knows this "ship soon" will result in another 3-4 months, or another year. I want refund only! Who would trust this business again as they continue ignoring customer's emails, message. They even ignored the BBB for 2 full months! How can such business accredited by the BBB? I only want refund now!
Regards,
******* ***Business response
09/16/2024
Good Morning,
This has been resolved and fully refunded. This was handled via ****** and Instagram conversations.
Initial Complaint
05/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On Jan. 6, 2023 i had placed an order for a pre order Funko ****** the lucky rabbit 2 pack, standard and chase. Order #***** . I had reached out to First Form with email a few times asking about the status. They were saying that they have been backed up, But we are going on a year and a half with a product that had gotten released last year. I had sent more emails letting them know I was going to file a complaint and no response. I would like my product that I had paid for in Jan. 2023.Business response
05/21/2024
******* order has been received by the team and it is in our queue of orders to be fulfilled, but please continue to allow us time to complete these orders. Thank youCustomer response
05/21/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
A year and a half is absurd seeing that this product came out last year. If you are so backlogged quit taking on more orders. Old orders should have been priority this whole time. Unless you have been backlogged a lot longer than I placed the order in January of last year. I have emailed and have gotten nothing other than just blowing smoke. If I would have realized First form was this incompetent in shipping orders in a timely manner I wouldn't have even bothered. Just ship my order and we will never here from each other again.
Regards,
*****************************Business response
05/22/2024
Your order will be shipped; however, you will need to reach out to these channels in order for that to occur. Thank You for your time.
Email: *********************************
Phone Number: ************ Dial 1001 for Online Orders
M-Saturday Business Hours are from 8:30AM - 8:00PM We are closed on SundaysCustomer response
05/22/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]I did reach out to the phone # provided, however the mail box is full. I have already sent multiple emails. All I get back is a generic response, I had sent an email even letting you know that I would contact the BBB. Just send my items and lets be done.
Regards,
*****************************Business response
05/23/2024
We will keep giving you the same answer the BBB is here to mediate this matter, so the option is to continue to reach out to our team. There are processes in place for a reason and we will continue provide the same answer is to reach out to our customer service team they facilitate orders with the warehouse, or even talk to staff. I can't do anything through BBB, but provide you the proper channels to reach out to. Thank You
Email: *********************************
Phone Number: ************ Dial 1001 for Online Orders
M-Saturday Business Hours are from 8:30AM - 8:00PM We are closed on SundaysCustomer response
05/28/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this responsibilities. I have both reached out by email and a call. Email is a generic response, and a phone call to a full mailbox.
Regards,
*****************************Initial Complaint
04/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am reaching out to express my concerns and seek assistance with an unresolved issue with First Form Collectibles. On May 19, 2022, I placed an order (Order #****) for several items, amounting to nearly $90. It has been almost two years since then, and despite my repeated attempts to contact the company via email, I have not received any response or the items I purchased.The only update provided was in September 2022, stating that one of the items was in stock and would be shipped in the following weeks. However, 81 weeks have passed since that notice, and I have neither received a shipping notification nor any further communication from First Form Collectibles.Through their social media, the company advises customers to use email for inquiries, which I have done repeatedly without success. It is also noteworthy that during this period, First Form Collectibles has managed to open a physical store location, yet has failed to fulfill my order or even acknowledge my emails.Business response
05/22/2024
Thank you for your inquiry.
Reaching out to us via social media is not a customer service option please utilize the options below. We want to help deliver your order and give you update, so we appreciate you reaching out. To address our expansion, it is a wonderful thing because it shows growth and longevity as company vs. going out of business-like recent stores similar to what we sell.
Just know your orders are safe and we will do our best to get them out during this extremely busy time for us.
Email: *********************************
Phone Number: ************ Dial 1001 for Online Orders M-Saturday Business Hours are from 8:30AM - 8:00PM We are closed on Sundays
Customer response
06/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
The response provided by the company was inadequate and did not address the core issue of my complaint. Despite placing an order with First Form Collectibles two years ago, I have yet to receive the product. Additionally, all attempts to contact the company via email have gone unanswered. In their response, the company merely advised me not to contact them via social media, without making any effort to resolve the actual issue or provide the product I paid for. Given the continued lack of response and resolution from First Form Collectibles, I kindly ask that my complaint be reopened and further investigated.
Regards,
***********************Initial Complaint
04/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 10 figures from this store on July 16, 2023. They were on preorder and arrived in November. I have been calling, email, leaving messages with no response and no follow **** Just 1 boiler plate "we will bring your order up the queue and fulfill it shortly" answer. My kids have been waiting for their figures and have asked me on numerous occasions if the company has responded. This is ridiculous and HORRIBLE customer service. I don't have the card that I paid for this any longer so I can't file a claim with the bank as those accounts are closed. I want these two orders fulfilled ASAP. No more BS, I am ******.Business response
05/22/2024
We understand your frustration we will work on your order, but please provide that information here, so we can proceed with the order to be fulfilled and sent to you.
Email: *********************************
or
Phone Number: ************ Dial 1001 for Online Orders ********************* style="font-size: 0.875rem;">Business Hours are from 8:30AM - 8:00PM We are closed on Sundays
Initial Complaint
12/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The first, only and last time I purchased from this company was on June 20, ****. It was a preorder for a collectible item. I paid $14.99 + $6.50 shipping. In total the order came out to $21.49. It's not the amount of money that's in question, but the way the conduct business with the customer. There is no phone number to contact them anywhere on the website. I emailed them on September 21, 2023. I have seen the collectible has been released in stores. I asked them when they would send the product out -- because due to their policy, I would lose out on money if I asked for a refund now. They state that if you don't ask for a refund within 72 hours of purchasing (keep in mind this is a preorder) then they will keep a "restocking fee" of 25%. Everyone's money is valuable...I work hard for mine. I've never heard of a company keeping 25% for restock on an item they haven't mailed out. What do they have to restock if they still have the item? On September 21st 2023, they replied that they HAVE the item and will start shipping soon. One month later, I still do not have my item. I email them for an update and they responded "Apologies for the delay as we are currently catching up on outstanding orders. We're actively fulfilling the Last Ronin and I can prioritize your order number to our staff so that we can get yours fulfilled sooner. Thank you for being patient with us." I let it be, because I didn't want to lose out on my money. TWO months later (December 27), I finally just ask for a refund because it's dragged on long enough. Their email was their refund policy again which I can't make understand because again, they don't need to restock an item they never sent out. I finally came to the realization that I would never get my refund or get my item . I feel like I've been scammed out of my money. $21 may not be a lot to someone but it's still my money that I worked for and it's just disheartening. I've never had this kind of issue anywhere else.Customer response
12/28/2023
After emailing them one last time and expressing that I've pretty much given up, they sent me a tracking number and expedited it. Issue is resolved.
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Contact Information
Customer Complaints Summary
33 total complaints in the last 3 years.
27 complaints closed in the last 12 months.
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