ComplaintsforHollywood Memorabilia

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Product ordered and billed. I have received an email 2 days in a row that it was to be delivered. Nothing received and they just keep giving me a future date

  

  Business response

  01/26/2023

  ***** ******* ****** *** *** ** ***** ********  
  
  Upon receiving this complaint, we requested the details regarding an order that has not been received. We are sincerely sorry for the inconvenience this has caused, for the delay, and we understand how frustrating this whole experience has been.
  
  We were unable to locate an order for the consumer and we have reached out for details to locate this purchase. Unfortunately, we have not received a response.
  
  The consumer can contact the appropriate team by responding to the email sent for further assistance.
  
  We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please don’t hesitate to reach out.
  
  Sincerely,
  
  ******** *******
  Fan Relations

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently ordered an item from this business and paid for next day shipping. My order was placed before opening hours on Wednesday, May 11, 2022 and I paid over $24 for next day delivery just to be absolutely certain that it would be delivered before May 15, 2022. After paying for the shipping I got a notice saying that due to Covid-19 it was possible my shipment might be delayed. The next evening, a full two business days later, I call to check on the status of my order only to find out they don’t even have it in their system (i even checked using the confirmation number they gave me). Today (May 13) I receive a notification from Fed Ex that my package will be delivered on Monday, May 16. I find it to be very misleading to call that “Next Day Delivery” and I think it is ridiculous that they charged me over $24 for this. They could have, and should have, made it more clear that “Next Day Delivery” means you’ll get it one business day after they decide to send it. I was never given any impression that it would take 5 days for my item to arrive and if I had known that I would have either ordered from a better company or not paid that much money for delivery that was going to show up late. I would like my delivery costs refunded and I would like to make sure this doesn’t happen to anyone else. As for the Covid excuse, that has nothing to do with it. It wasn’t that the mail was backed up, it was that they didn’t even bother sending my package until the third business day after I ordered it, so I don’t want to hear them come back and blame it on the pandemic. Thank you for your help.

  

  Business response

  05/24/2022

  ***** ****** ******* *** *** ** ***** ********
  
  Upon receiving this complaint, we reviewed the details regarding the order being delayed. The consumer reached out to Fan Services and was unable to receive a timely resolution.
  
  We are sincerely sorry for the inconvenience this has caused. We have emailed the consumer to advise of the following resolution:
  
  Upon review of the order, we can confirm the item purchased was a Manufacturer Direct item coming directly from the manufacturer. Per our site’s shipping info, each item has its own processing time, and choosing an expedited shipping method does not speed up the processing time. This order was purchased on May 11 and shipped on time as scheduled on May 13th via the fan’s chosen Next Business Day shipping method. As this shipped on a Friday, the next business day for delivery was when the item was delivered, on Monday May 16. As a courtesy, we have refunded the shipping fees back to the consumer. We ask that the consumer allows 2-7 business days for the refund to reflect to the original form of payment. We have also issued a pre-paid return label in case the consumer prefers to return for a full refund.
  
  We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our customers. We feel that the issue has been fully resolved at this time.
  
  If we can be of any further assistance, please don’t hesitate to contact me directly at 800.689.2001.
  
  Sincerely,
  ***** *********
  Team Lead Fan Services

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/30/22 I purchased an autograph from a recently deceased celebrity. I completed the sell on 4/30/22 at 4:19pm. The purchase was through PayPal and I received a confirmation, receipt and an invoice from Holly Wood Memorabilia. I checked the website a few times and noticed that my purchase was still showing on the website and an hour or so late the same purchase (which stated on the website LAST ONE), was now double the price. I paid $94.99 for the item and the new price was $237.48. The purchase was a PSA/DNA authentication and the notes in the description said you are getting the exact photo and authentication. The PSA/DNA number are unique for each autograph, so I found it strange that the one I purchased was still on the site and the price was drastically increased. On Monday 05/02/22, I received a PayPal notification that my order was cancelled and refunded. What has happened here is that the item was left up, someone added it to their cart after me, paid a higher price and they canceled my order. This was not an action or bidding war. I secured the item and it seems as if they chose to pick the higher "bidder". This is not a sound business practice and has really tarnished this company for me. If an item is out of stock this should be noted on the item, not on the website, and not allow a payment to process. The company is trying to make a profit off of the death of a celebrity verses selling to a true fan. I printed the invoices, transactions, took screen shots of the charges after reading a similar complaint about a refund that was not requested by the customer.

  

  Business response

  05/09/2022

  ***** ***** ******* *** *** ** ***** ********
  
  Upon receiving this complaint, we reviewed the details regarding the consumer’s order being cancelled. The consumer reached out to Fan Services and was unable to receive a timely resolution.
  
  We are sincerely sorry for the inconvenience this has caused. We did email the consumer and offered the following resolution.
  
  The item purchased by the consumer was a Manufacturer Direct item and does not ship directly from our warehouse. The Manufacturer did have a quantity 2 of the same photo advertised, however each one was listed individually as they each had their own internal SKU, site Product ID#, and a different PSA/DNA certification number. The Product ID purchased by the consumer was 6844662, and the product ID of the similar item as seen on the website was 6844659. Please note the Manufacturer marked both items out of stock, and neither was available to be shipped/delivered. A full refund for the order was issued on May 2 and went back to the original payment method used for the purchase.
  
  We greatly appreciate the feedback and will escalate the information to the appropriate department for further review, as we are always looking for ways to improve the online shopping experience for our Fans.
  
  If we can be of any further assistance, please don’t hesitate to contact me directly at 800.689.2001.
  
  Sincerely,
  
  ***** *********
  Team Lead Fan Services

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