Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase thru this online store on Dec 16, 2024. I paid $50 for two toys that did not work. They came with no instructions on how to set it up. It was NOTHING like advertised. Not to mention it was poorly packaged. It was suppose to be an spiderman-like dart shooter with a string that attaches so you can pull items back.. but there was no way to tie the string nor was there instructions. One of the darts ended up getting stuck inside. After days of trying to figure out how to get the toy to work properly I finally decided to contact this store to try to get a refund. They told me that there were instructions online and was extremely dismissive. I explained that the instructions was only one issue and that at this point I just wanted my money back to save the headache. They proceeded to accuse me of breaking the toy (because the dart got stuck) and told me that I could sent it to them but if the dart is stuck inside then I would not get my money back. They proceeded to say that even if they do give me my money back they are going to charge me 30% of the total. Also, I would have pay to ship back each item! Just a terrible experience, terrible advertising, terrible product and terrible customer support. It was like they knew they sold a bad item and didnt want to deal with another return. Businesses like this do not deserve to stay open and more customers should be made aware of their actions and poor products!

  Business response

  01/22/2025

  The customer contacted us stating that it was not working properly. On asking for additional information they provided pictures and description showing that the toy arrived correctly but the customer ended up putting the string into the launching mechanism causing it to become stuck. In addition to having trouble having the darts stick to unsmooth surface. 

   

  We provided them with instructions on how to use the toy with specifics of how to when desired to use the string and how the suction darts work best on smooth surfaces when fired directly.

   

  They again pointed out that the dart would not come out and we explained that it was jammed due to the string being forced inside the toy.

  we also directed the customer to our return policy pointing out that they are welcome to send it back but we can not accept returns of product damaged by the customer. Since they provided proof of how they handled the toy we pointed out that they can return it but if broken they would not be qualified for a return.

• Initial Complaint

  12/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a toy for Christmas and it didn't arrive with what was pictured in the advertisement. I contacted the company and they said I could return with a 30 percent restock fee however this is their error and false advertising. The child cannot use the toy at all.

  Business response

  01/11/2025

  The customer provided the attached image of her product showing that everything arrived as ordered.  They requested a refund and we informed them our return policy allowing them the opportunity to send the product back to us for a refund minuses the restocking fee. They have refused to return the product because they are saying they should have gotten a full ball of string. We explained we used the image on our website to show that the "web" is string and not something more complicated or toxic for children. They refused to have a conversation with us and have refused to return the product.

  Business response

  01/11/2025

  The customer provided the attached image of her product showing that everything arrived as ordered.  They requested a refund and we informed them our return policy allowing them the opportunity to send the product back to us for a refund minuses the restocking fee. They have refused to return the product because they are saying they should have gotten a full ball of string. We explained we used the image on our website to show that the "web" is string and not something more complicated or toxic for children. They refused to have a conversation with us and have refused to return the product.

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

  They customer has provided proof that their order has arrived and without issue but is refusing to return their order. Unless the item is returned no refund can be given.

*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. ↩