Wholesale Toys
Ravensburger USA, Inc.This business is NOT BBB Accredited.
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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
10/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hello,I purchased a booster box of Ravensburger's Locrana Shimmering Skies card game. Purchased from one of their distributors on 6/29/24 for $114.99.While opening, I started to notice damage on the bottom of some of the cards. A severely damaged one caused me to reach out to Ravensburger. They directed me to go through a lengthy claim process including explanation of issue along with very specific and timely picture process. In p***aration of photos I began to notice there was more damage than initially thought. A pack consists of 12 cards. Commons, uncommons, and rares. While organizing cards I notice all the damage was restricted to the rare cards (these are obviously printed separate from the other cards and inserted into the other cards). All the damage is found on the bottom of the cards. When aligned with the other damaged cards, all of the damage spots align with the others. Very evident there was a manufacturing defect on this batch.I sent this info and pics to Ravensburger. I received a response saying they would not ***lace the cards quoting their "***lacement policy". 1st response and 2nd (escalated) response were the same, a decline - stating the cards were exempt from ***lacement because the "cards are playable when sleeved". The cards they sold me were damaged (in manufacturing) and their response is that the defect is acceptable if I buy card sleeves to put the cards into. It is absolutely ridiculous they feel it is acceptable to sell a damaged good. No where is it on the box or the individual packs that defects are acceptable..I also reached out to the store I purchased the cards from asking for them to step in or escalate to their *** at Ravensburger. Their *** gave them the same response. The store of purchase agreed cards were damaged & said Ravensburger is notorious for not standing by product in comparison to other card manufactures.Both Ravensburger & the distributor all agreed damage is present.Initial Complaint
01/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a purchase from Ravensburger on 11/20/2023 for 3 items. X1 - Disney Lorcana TCG: Rise of the Floodborn Disney 100 Collector's Edition Gift Set X2 - Disney Lorcana TCG: Rise of the Floodborn Booster Pack Display - 24 Count. When I received my items I was missing 1 items from my order. I was missing x1 Disney Lorcana TCG: Rise of the Floodborn Booster Pack Display - 24 Count. I sent a request on Ravensburger website on 12/05/2023. I received no response. I followed up on 12/07, 12/15, and 01/16/2024. I have left several messages on their customer service line and the voicemail is now full and I can't leave any more messages. My wife has tried reaching them and she got one reply and once we sent what the needed for proof. No response was given after that. I tried getting to other departments in hopes of being transferred to a live person in the right department but was told all customer service complaints are handled online and there was no person I could talk to. I am owed $143.99 plus tax for the product I did not receive. I have tried tagging them on social media with no response. I have no idea what else I can do and need help trying to get this resolved. If there is anything you can do to assist. I would be very appreciative. I have attached the documentation that Ravensburger requested from my wife and we didn't get a response to.Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was sold a damaged/defected product and asked for a replacement and the business is not replying to my messages.Initial Complaint
12/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 2 factory sealed boxes ($145 per box) of Lorcana Chapter 2: Rise of the Floodborn from our local game store on release night. We recently opened one of our boxes and noticed that the advertised distribution of cards were incorrect. The advertised distribution states and each pack will come with 12 cards, including 6 common cards, 3 uncommon cards, 2 cards of rare, super rare, or legendary rarity, and 1 randomly selected foil card. This did not occur. As we opened the box we came across two packs that had 0 cards that were rare/super rare/legendary. After opening our first pack with no rare (or higher) cards, we kept track and noticed 5 additional packs that were short one of the non-foil rare cards. I submitted a request to the help desk and received no response. Box Code: 2*****1 Pack Codes: 26*****08Customer response
12/18/2023
Have you heard from the company? Yes
Are you satisfied with the company's efforts to resolve this matter? No
If not, please explain.
Comments: Received standard form response from original Ravensburger request (through their help desk), which requested some information previously provided in that same request.
Your Signature: ****Date 12/18/23
Initial Complaint
12/01/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pack of card sleeves for Ravensburger’s new card game, Lorcana, on 9/30/23. The sleeves were damaged upon arrival, and in an unusable condition for play with cards. Upon contacting Ravensburger support via email support, per their request on 10/2/23, I received no response. I emailed a second time ~ 10/15/23, and received a response on 10/18/23 asking for photo documentation and my personal info - address, name, and proof of purchase, all of which I provided same day. I have yet to hear back via email. When I try to call regarding this, the support number simply goes to a pre-recorded voicemail and/or gives directions to email support.Customer response
12/11/2023
Good Evening,
Thank you for the follow up email pertaining to my issue.
I am just following up myself to let you know I have not received any correspondence from Ravensburger yet about this issue, and it remains unresolved.
Thank you,
**** *****
Initial Complaint
11/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
11/21/2023 @ approx 3 PM Central I was in an online que to purchase Disney Lorcana Product. I waited in the Queue for several hours. Wasting an entire day of work. Once allowed into the Ravensburger website I was able to purchase the product I wanted. I received a confirmation of payment for $365.85. This transaction appears on my credit card now. I never received an order confirmation and have tried to contact the company. I would like to receive my order confirmation and have the product I purchased shipped to me when available. If the company will not honor my purchase I would like to be compensated monetarily for the time I wasted waiting in their queue and dealing with their website. I ended up taking a day off of work to deal with their website.Initial Complaint
11/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Ravensburger's launch of Lorcana Rise of the Floodborn preorder, I wasted a majority of a day trying to preorder product. The site and launch had major problems with a freezing/crashing website. When it was my turn to select product, the site crashed when I confirmed payment, and I ended up getting charged twice without confirmation emails. I am sure they will cancel my orders because of this, and completely waste the time I spent trying to obtain product. They unfortunately cannot handle a business correctly and this is probably the worst experience I have ever had as a consumer. If they cherish customers, they should go ahead and send me what I ordered instead of cancelling and also refund the extra charge they happily charged my credit card.Initial Complaint
11/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I attempted the Disney Lorcana: Rise of the Floodborn queue only for it to shut down and I wasn’t able to purchase any Disney Lorcana products. This is highly disappointing to me as my kids were looking forward to these cards for Christmas. It’s frustrating seeing other people being able to check out for this. I just wish they would do something about this. It’s near impossible to get these.Initial Complaint
10/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Sunday 9/17/23 I purchased a new Disney Lorcana Sapphire Steel Starter Deck (Produced by Ravensburger) from a Local trading card store which is an official distributor of Ravensburger's products. I found this store through Ravensburger's / Disney Lorcana's store locator. My goal was to use the starter deck to play in a casual tournament hosted by the store but to my surprise the new deck was missing a few cards. My wife and I crossed referenced the contents of the box with the deck list provided and confirmed that there were several cards missing. I was bummed but it was no big deal. A few days later on 9/25 I reached out to their customer service team and I never received a response. I figured maybe my email got lost in the shuffle so I reached out again on 10/04/23. I quickly received a response from Shannon asking for further details. So I gathered all the info she requested and I responded within minutes. Unfortunately they have not responded since even though I have reached out for at least a confirmation that they have received the information they requested and or are working on it. I would prefer to handle this with their customer service team but its impossible if I can't get them to respond. At the end of the day I bought an incomplete product and this is a mildly frustrating problem could be easily solved.Initial Complaint
09/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order online with Ravensburger on the 1st and the order didn’t successfully process. Despite this, my card was charged twice. I called and was told the charges would fall off in a couple days. Several days have passed and the charges are still there. I called and the employee I spoke to was extremely rude. She said there was nothing they could do and hung up on me. Extremely unprofessional.Business response
10/11/2023
This will be handled internally by our consumer team and finance team to get the refund issued. We will contact the consumer directly.
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Customer Complaints Summary
11 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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