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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
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a 2024 Indianapolis 500 ball cap on June 1; 2024. My order still has not shipped, almost 2 weeks later. It was meant as a Fathers Day gift. I do not want a refund. I want the cap I ordered.
Business response
06/25/2024
Our warehouse had temporarily stopped shipping for inventory. It was noted on IMS website as well that orders would be delayed due to inventory. This customer received an email confirming shipment on June 15th.Customer response
07/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]I placed this order June 1 and still have not received my product. After my first complaint the merchant shipped my order. Unfortunately that has been lost in the system since the package shows no movement since June 15. They now want to wait until July 1 and they will assist you further.. I could like the product I ordered and paid for a month ago. Order # IMS178342
Regards,
***********************Business response
07/09/2024
We are very sorry for the customer's experience. We received confirmation that the product was delivered on June 28, 2024. In addition, we have refunded the customer in full as of July 9, 2024.Customer response
07/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
A refund was totally unnecessary
Regards,
***********************
Initial Complaint
02/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have been trying to work with them on products I ordered June 6. Two of the items I have order never shipped and I requested to be refunded Dec 19 because these were Christmas presents. I have not been refunded. I feel I have give plenty of time for this. I just want to be refunded my moneyBusiness response
03/07/2024
We have been working with our third party provider to resolve and correct the customer's experience. The original order included 3 items: 1 was shipped and 2 were cancelled. The third party processed a refund for the 2 cancelled items. The refund was not processed until we reached out inquiring about the complaint. We have also requested they refund the customer for the item that was shipped/delivered, and they have agreed. The customer will see a total of $55.99 refunded.
Initial Complaint
02/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased 9 Diecast cars from the Speedway shop via their online store. Only eight of the nine cars were delivered. There was no listing on the site that the ninth cat was not immediately available. Purchase was made January 9. I received an order confirmation of all nine cars and was charged for all nine.I have made three attempts to contact the IMS customer service via the email address they provided on the order confirmation. They have ignored all of my attempts to contact them.I have requested an update on the status, or a refund if they were unable to process the order in a timely manner. I am tired of being ignored given that I have provided multiple reasonable options.Business response
02/22/2023
Our e-commerce is managed by our retail partner,Legends. These are the steps they took to rectify:
Order was placed on 1/9/23 and received partial order on 1/25/23. The customer was delivered 8 of 9 cars because we sold out of the 2022 1/64 ********* ($10.00 cost). The customer was refunded $10.00 on 2/17 for the car we couldnt fulfill.Customer response
02/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
I disagree with their contention that a partial order was made on January 25. All nine cars were ordered at the same time on the 9th of January and the dispute could have been easily resolved if the business had responded to any one of my three emails inquiring about the order. They responded immediately only after I contacted the BBB. I appreciate the assistance of the BBB in bringing this matter to a close.
Regards,
*********************************
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3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.